Frequently Asked Questions
What are the differences between the Great Fare Sale, Maya Bargain Hopper, Economy Promotional and Economy Unrestricted Fares?
The Great Fare Sale, Maya Bargain Hopper and Economy Promotional fare classes, are outright non-refundable fares that may incur fees for changes - typically, a fare difference charge if seating for the fare class purchased is not available at the new desired flight time and/or date.
The Unrestricted Fare allows for refund requests and changes at minimal to no cost. *Refunds are not guaranteed and must be requested in writing via email to our Reservations Agents at email@example.com. Baggage restrictions remain the same across fares.
Can I talk/text on my phone while the aircraft is in flight?
No. Passengers are not allowed to talk/text on their phones while the aircraft is in flight. However, passengers may use their phones in flight mode to take pictures, read documents, play games and the like.
Can I take pictures during the flight?
Yes. Passengers are allowed to take pictures after take-off and during the flight as long as it does not interfere with the Pilot's ability to fly or land the aircraft effectively. Passengers are allowed to take pictures from their immediate seat only. Flash photography is not recommended inside the cabin.
Do I need a boarding pass?
Yes. Boarding passes are provided to all passengers by the dispatchers located at the front desk during check-in and retrieved upon boarding the aircraft.
Do infants fly free?
Infants under 2 years of age pay a minimal rider's fee. Children ages 2 - 11 are charged the Child Fare (Note: The Adult and Child fare are similar from the Belize International Airport - BZE, ONLY).
How long does it take to clear the Customs/Immigration area?
It can take between 20 minutes to an hour to clear the Customs/Immigration area.
Here is a bit of useful information for those new to the airport: Once a passenger has landed in Belize, they will first claim their bags then enter the Customs and Immigration area. Once cleared, they will exit and make their way to the Maya Island Air front desk which is about 30 ft. away (note the Agents in purple dresses and scarves). The passenger will then check-in and leave their checked bags to be processed and taken to our aircraft. Once checked-in, they will then pass a screening area (remove any electronics, metals and the like). After this, they will enter the departure area. Our Maya departure gate is 6A and is to the far right-end of this area (note the green walls). There will be a final check-in before boarding the flight.
What time should I arrive before my domestic flight?
It is recommended for passengers to be at the Maya Island Air Terminal at minimum 30 minutes before their flight to allow for check-in and baggage processing. Maya Island Air is not liable to passengers who arrive after their assigned departure time.
How much time should I allow between connections?
For Domestic Connections, it is recommended for passengers to allow at minimum 1 hour between flights. For International Connections, passengers are recommended to allow a minimum of 3 hours between flights in order to allow adequate time to check-in and clear security. Maya Island Air is not liable to passengers who arrive after their assigned departure time.
What happens if I miss my flight?
If a passenger misses their flight because of a delay or emergency and arrives late for check-in, they will be put on the next flight with space availability for the fare class purchased for that day, or at a later time as requested. If the passenger is delayed to the point that they cannot fly on the date of their booking, simply send an email to our Reservations Agents at firstname.lastname@example.org with any changes desired and they will be able to update the reservation.
Can I fly standby?
Yes. Passengers are allowed to fly standby in 2 scenarios. The first scenario is if a passenger is a "walk-in" and wants to board a flight that is registering at capacity in the flight system for that specific time; if for whatever reason a seat becomes available, that passenger will then be allowed to board said flight if the fare class purchased is the same. The second scenario is for passengers who have received complimentary flights; similar rules apply as stated previously but with one exception: walk-ins are paying customers and thus have priority over complimentary flight passengers.
I left an item on the flight, who do I contact?
To recover any items left on a flight, passengers may contact customer service at (011-501) 223-1140/ 223-1403, send an email to our agents at email@example.com or visit the nearest Maya Island Air Terminal, where the dispatchers will be able to contact the flight's next scheduled location and make arrangements for retrieval of said item.
If my plans change, can I change my ticket?
Yes. Maya Island Air understands that passengers are sometimes inconvenienced and require a change of plans. In such a scenario, passengers are allowed to change the date and time of their flight depending on the fare class purchased, but are not allowed to cancel their tickets once purchased. Kindly note: a ticket is only valid for 6 months after the initial purchase date so the change must be made within this period.
Are there any restricted items?
Yes. Restricted items On Maya Island Air Flights include but are not limited to: Firearms, Ammunition, Liquor, Fireworks, Radioactive Materials, Magnetized Materials, Flammable Solids, Organic Peroxides, Toxic Substance, Oxidizing Materials, Infectious Substances, Explosives, Oxygen Tanks, Flammable Liquids, Spare Batteries and Miscellaneous substances including Asbestos and Dry Ice. Failure to report possession of these items may result in passengers being barred from boarding their flight and/or prosecution.
What happens if I have delayed baggage?
If a passenger encounters a delayed baggage situation, they must inform the initial airline (American, Avianca, Copa, Delta, Southwest, United, WestJet), that they flew into the country on said flight and that they have a connecting flight with Maya Island Air to a specific destination. After confirming that the baggage has been located and ready for transport, the airline will then have to contact the passenger or Maya Island Air to allow for the transfer to the terminal or passengers' final destination for pick up.
Will I be provided with a wheelchair if I have problems walking?
Yes. Passengers who are ill or disabled may request for the use of a wheelchair during reservation of their ticket, or at check-in with the dispatchers at the front desk at no cost. Wheelchairs may only be used within the Maya Island Air Terminal/Compound.
Do I need an ID and what type?
Yes. Passengers need to present valid and current identification such as a Passport, Social Security Card or Driver's License, to reserve a flight with Maya Island Air.
Will we have any lay-overs?
Typically, there are few to no lay-overs when flying to Maya Island Air Destinations but in the event that a lay-over is required, the Pilot will inform the passengers before the flight. Lay-overs last no longer than 5-10 minutes.
Is there assigned seating?
There is no assigned seating at Maya Island Air. However, the Captain and Maya Island Air Dispatch Agents reserve the right to assign seating at the time of boarding. Passengers may sit as co-pilot (if available) or in the available seats to the rear of the pilot.
Does the airline offer group discounts?
Yes, Maya Island Air does offer group discounts. Simply contact our Reservations Agents by sending an email to firstname.lastname@example.org for more information on rates, schedules and policies. Chartering a flight may also be ideal for groups of 12 or more in which case, interested persons may contact our Charters Department by sending an email to email@example.com.
Do I need to pre-book or can I book at check-in?
While passengers can in fact book at check-in, it is recommended to pre-book in order to reserve seating on the specific travel date and time desired. There are 3 ways to pre-book: booking online on the Maya Island Air homepage, by sending an email to our Reservations Agents at firstname.lastname@example.org or requesting a booking via our Chat Agents.
How do I get to the Municipal Airport from the International Airport?
Travelers may hire a cab/taxi from the Belize International Airport to the Municipal Airport, in order to connect to both North & South Destinations. The trip is approximately 30-40 minutes.
How do I get to Ambergris Caye?
The easiest way to get to Ambergris Caye is by booking a flight with Maya Island Air to transfer you from your location to the island. The flight is quite calm and scenic and only last approximately 20 minutes from the Municipal Airstrip and Philip S. W. Goldson International Airport.