Protected Traveler | ETN Turistar

PROTECTED TRAVELER BASIC SERVICE

Insurance

1) Customer contacts.
- 5595054513
- Assistance line
2) Selects.
- Option 3 (Luxury Plan).
3) Selects.
- Option 1 Insurance
  (Available Mon–Fri, 9 AM to 6 PM)
- ET will assist you with data collection

ACCIDENTAL DEATH

Death resulting from an accident suffered by the passenger during the trip and within ninety (90) calendar days following the date of the incident. In such cases, the company will pay the contracted insured amount to the designated beneficiaries. From the insured amount, any prior payments made to the passenger under the Organic Losses coverage of this policy will be deducted, if those losses were caused by the same accident that led to the death.

Minimum age for eligibility: 12 years.
Beneficiaries: The passenger’s spouse and children; in their absence, the parents; if none, the passenger’s legal heirs.
Requirements: Death certificate, police report, official ID of the passenger and beneficiaries.

The maximum insured amount payable for multiple deaths in a single event under this policy is $500,000 MXN, covering the total number of lives affected. If the total exceeds this amount, the insured sum will be distributed proportionally among those affected.

Coverage applies only if the incident occurs during the trip.

Exclusions

Traffic accidents not reported to the authorities.
Accidents occurring under the influence of alcohol, drugs, or medication.
Mental illnesses or personality disorders.
Infection, poisoning, or inhalation of smoke or gases, unless caused by an accident.
Self-inflicted injuries, suicide, or attempted suicide.
Accidents, injuries, or death occurring while the passenger is a pilot, mechanic, or crew member of an airline, maritime, or land transport company not operating under a public passenger transport concession on a regular route and schedule.
Accidents, injuries, or death while the passenger is driving or riding in a race car or any vehicle used in competitions, tests, or endurance/speed trials, unless participating as a spectator.
Injuries sustained during military service of any kind, in fights where the passenger is the aggressor, or during acts of rebellion, crime, insurrection, or violent protests in which the passenger directly participates.
Injuries sustained while engaging in skydiving, diving, American football, mountaineering, boxing, wrestling, rodeo, skiing, bullfighting, aerial sports, martial arts, horseback riding, caving, rugby, or rappelling, whether amateur or professional.
Pre-existing illnesses prior to the policy’s issuance.
When the passenger is riding a motorcycle as driver or passenger.
Total and permanent disability resulting from any illness.

ORGANIC LOSSES SCALE “A”

If the passenger suffers any of the organic losses stipulated in the contracted compensation table, as a result of a covered accident and within seven (7) days following its occurrence, compensation will be provided based on the percentage of the insured sum indicated in the compensation table.

Requirements: Incident report, official passenger ID, medical report, and supporting studies.

Coverage applies only if the incident occurs during the trip.

TOTAL AND PERMANENT DISABILITY DUE TO ACCIDENT

If the passenger suffers total and permanent disability as a result of a covered accident, and the condition is diagnosed within ninety (90) calendar days following the date of the incident, the company will pay the contracted insured amount to the passenger.

Applicable age limits: Minimum 15 years and maximum 64 years 11 months.
Requirements: Official passenger ID, total and permanent disability certificate issued by a Social Security Institution or a certified occupational medicine specialist, along with all exams, analyses, and documents used to determine the disability. The case will be evaluated by a certified specialist recognized by the Occupational Medicine Specialty Board.

Coverage applies only if the incident occurs during the trip.

Conditions:

The luggage was definitively lost, damaged, or stolen during the regular transit.
The luggage was registered and dispatched by the transport company.
The commercial transport company has acknowledged in writing the definitive loss or theft of the luggage.

Requirements: Letter from IAMSA/GHO confirming the incident.

LOSS, THEFT, OR DAMAGE OF CHECKED LUGGAGE

In the event of total theft, definitive loss, or damage to checked luggage during covered transit, payment of the insured amount established in the policy will be coordinated for the passenger.

Conditions:

The luggage was definitively lost, damaged, or stolen during the trip and regular transit.
The luggage was registered and dispatched by the transport company.
The commercial transport company has acknowledged in writing the definitive loss or theft of the luggage.

Requirements: Claim ticket for the travel bag when placed in the bus luggage compartment and a liability waiver from the bus line.

Coverage applies only if the incident occurs during the trip.

Exclusions:

The Company shall not be liable under any circumstances for losses and/or damages to insured property due to:

Partial losses or thefts
Aesthetic or functional damage to checked luggage
Disappearance or misplacement (the actual value of lost luggage will not be considered)
Claims made more than 12 hours after the insured arrived at their destination
Luggage sent as:
- Partial losses or thefts
- freight or courier
Total loss or theft of checked luggage

Items Not Covered

The following items are not covered (This list is exhaustive and not illustrative):

i. Harps, pianos, paintball equipment, rugs and carpets, animals of any kind, items presumed for resale and/or commercial use unless proven otherwise and shown to be for personal use, headphones, hearing aids, artificial teeth, dentures, medical and dental accessories and orthopedic devices, eyeglasses and contact lenses, bicycles, snowboards and skis, checks, traveler’s checks, banknotes, coins, securities, postal orders, stamps (postal or fiscal), promissory notes, prepaid coupons, travel tickets, entertainment event tickets, obligations or documents of any kind, accounting and business books, as well as contents of safes, vaults, or cash registers, passports, visas, personal identification documents, transportation tickets, certificates and other documents such as deeds, cash, credit cards, debit cards, payment cards, negotiable instruments, gold, silver, stamps and keys, wheelchairs, strollers, canes and other mobility devices, as these are considered essential for the Insured’s mobility and not items that should naturally be contained in checked luggage, vehicles, motorcycles, motorcycle accessories and engines, airplanes, boats, and any means of transport used to move people or goods from one place to another.

Merchandise and professional-use materials, currency, banknotes, travel tickets, stamp collections, securities of any kind, identity documents and in general, all paper-based documents and valuables, credit cards, tapes, disks, or data carriers or memory devices, documents recorded on magnetic bands or filmed, professional collections and materials, prosthetics, animals, plants, false teeth or dental bridges, sports equipment, art objects, luggage not registered with the commercial transport company, unless it is carry-on luggage as defined in subsection c) theft of carry-on luggage in this section.
Any valuable item and/or electronic or computing equipment, electronic devices identified as “gadgets,” “wearables,” “pocket” devices and their accessories such as cell phones, tablets, laptops, video games or cameras and/or electronic equipment, unless covered under subsection c) theft of carry-on luggage in this section and only if carried as hand luggage.
Looting of checked luggage under this section.
Under no circumstances will the Company be liable for total or partial losses and/or damages to the contents of checked luggage, unless covered under subsection d) Looting of checked luggage in this section.
Any type of theft without violence, loss, or delay of luggage if it is not under the custody of the commercial transport company and/or lodging provider. This exclusion does not apply to subsection c).
Theft of carry-on luggage under this section.
Loss, misplacement, or forgetfulness, theft without violence, and delay of luggage caused by any type of negligence by the Insured.
Looting of checked luggage under this section. Delay of luggage occurring during the return trip to the Insured’s permanent residence.

THEFT OF CARRY-ON LUGGAGE

Reimbursement will be provided up to the total insured amount contracted in the event of theft of carry-on luggage, including electronic and/or computing equipment, electronic devices identified as “gadgets,” “wearables,” “pocket” devices and their accessories such as cell phones, tablets, laptops, video games, among others inside your carry-on luggage.

Requirements: Liability waiver from the bus line, ratified report filed with the Public Prosecutor. Coverage applies only if the incident occurs during the trip. Exclusions:

Passports, visas, personal identification documents, transportation tickets, certificates and other documents such as deeds, cash, credit cards, debit cards, payment cards, negotiable instruments, gold, silver, stamps and keys.
Cash contained in the handbag.
Incidents involving direct participation of the Insured, any of their relatives up to the second degree by blood or marriage, or any employee, dependent, or servant of the Insured.
As a result of attacks, riots, civil disturbances, or other events classified by law as crimes against public order.

BODY TRANSPORT DUE TO ACCIDENTAL DEATH

In the event of the passenger’s accidental death during the trip, coverage will be provided up to the insured sum limit:

Procedures for the transport or repatriation of the body, including transportation expenses up to burial.
Burial at the place of death or transportation of ashes to the passenger’s permanent residence, upon request by the family.
Transportation expenses for the passenger’s companions to their respective homes or to the burial site, provided such transportation cannot be made using the originally planned travel method.

Payment of a round-trip ticket in the same class as the deceased passenger for a family member, using the most convenient means of transport, from their place of residence to the place of death, only if the deceased passenger was traveling without an adult companion and local authorities require a family member or representative. Within the same insurer established in the plan.

Requirements: Payment will be reimbursed to the passenger upon presentation of a copy of the death certificate and the required invoice(s), receipt(s), and/or proof of payment. Coverage applies only if the incident occurs during the trip.

MEDICAL EXPENSES DUE TO ACCIDENT OR ILLNESS

If the passenger suffers an accident within 7 days of purchase, or a serious illness, medical emergency, emergency surgery, or the onset of a non-preexisting illness during the trip requiring medical treatment, surgery, hospitalization, ambulance use, medication, lab tests, or diagnostic imaging up to the Usual and Customary Expense, the covered medical expenses will be reimbursed. Expenses incurred for medical services during the trip will preferably be paid directly to service providers under agreement with the Company, except in emergencies.

Covered expenses include:

Emergency medical transport to the nearest hospital and return to the lodging location.
Medical and hospitalization expenses due to medical emergencies, including the first consultation and newborn expenses for pregnancies up to the 7th month.
Transport and accommodation for a companion in hospitalizations longer than 5 days.
Transport and accompaniment of minors under 16 years in hospitalizations longer than 5 days or in case of death.

The relationship between the insured passenger and the medical providers is the passenger’s responsibility; therefore, the Company assumes no liability for the service received or for any damages.

Requirements: Payment will be reimbursed to the passenger upon presentation of the medical report, performed studies, and the required invoice(s), receipt(s), and/or proof of payment. Coverage applies only if the incident occurs during the trip.

Exclusions:

Under no circumstances will the insurance policy cover expenses arising from any of the following situations:

If the illness is of origin and symptomatic manifestation prior to the start of the insured coverage period (“pre-existing”), including its consequences and aggravations. Except as specified in subsection B of this section.
Conditions, injuries, and their consequences or complications resulting from treatments not provided by qualified medical professionals.
Any replacement and/or repair of prosthetics or orthotics, orthopedic items, hearing aids, eyeglasses, and contact lenses.
Illnesses resulting from chronic conditions or previously diagnosed before the trip, unless medically controlled. In emergencies, only the first expense to stabilize the patient will be reimbursed.
Transplants of any type of organs or tissues.
Mental illnesses, psychiatric disorders, depression, or any type of mental or nervous condition. Psychological assistance under this section.
Medical or hospital expenses incurred without a medical prescription.
Routine checkups or medical exams, i.e., medical expenses without a diagnosis of a covered illness or accident.
Rehabilitation treatments or physical recovery therapy not resulting from medical assistance provided during the trip.
Sexually transmitted diseases (STDs).
High blood pressure and all its consequences and complications, including blood pressure monitoring.
Injuries resulting from surgical interventions or medical treatments not caused by covered medical assistance provided during the trip.
Any additional expense not related to medical treatment such as: tissues, hairdressing, body lotions, creams and cosmetics, companion meals, safe deposit box, bail, candy shop, parking, florist, telephone service, entertainment rentals, TV control, bookstore service, newspapers, restaurant and cafeteria service. (This list is illustrative, not exhaustive).
If the travel destination has travel alerts due to health, safety, weather, or other concerns issued by local or international authorities.

PET LIABILITY COVERAGE

Covers expenses for which the passenger is civilly liable to a third party due to incidents caused without intent, whether through negligence in care, supervision, or aggression by the insured pet, provided the events occurred during the covered period.

Requirements: Claim letter issued by the affected third party, claim letter from the passenger, both properly itemized and indicating the date of the incident, and if applicable, confirmation of a report filed with the authorities.

Coverage applies only if the incident occurs during the trip.

Exclusions:

Acts committed by the insured with the intention of causing the pet to harm third parties.
Damages not caused by the pet. Consequential moral damage and/or general consequential loss.
Damages the pet may cause to family members or individuals related to the insured.
Fines, penalties, or any type of reprimand incurred by the insured due to lack of supervision of the pet.

TRIP CANCELLATION

Applies from the moment the ticket is purchased until the start of the trip for the purchased ticket and covers:

Trip cancellation before departure. Non-refundable expenses for any transportation, tour, excursion, and/or lodging paid but not used and deemed non-recoverable.

Death, accident, serious illness, medical emergency, emergency surgery, or the onset of a non-preexisting illness after coverage is contracted.
Accident involving the passenger or relatives resulting in at least 24 hours of hospitalization or temporary disability within ten (10) days prior to the trip and after coverage is contracted.
Cancellations due to adverse weather conditions.
Strikes affecting public transportation for more than 72 hours that prevent the passenger from traveling.
Loss or damage to the passenger’s property due to fire, explosion, storm, hail, lightning strike, flood, avalanche, volcanic eruption, earthquake, landslide, or crime committed by a third party.
Loss of employment due to dismissal by the employer.
The passenger’s hiring for a new job under a formal employment contract.
Geographic relocation of the job requiring a change in the passenger’s habitual residence.
Scheduled academic exams the passenger must take to advance to the next school year and/or obtain a certificate of studies.
Official declaration of a disaster zone at the passenger’s place of residence, travel destination, or transit location.
If before the trip begins and after the policy is contracted, the pregnancy of the policyholder, spouse, or partner presents complications supported by medical documentation.
Theft or loss of official identification documents required for boarding within 48 hours prior to departure.
Errors or omissions by authorities issuing visas or permits required for entry to the destination and necessary for travel at the time of boarding.
Contraindication to vaccination, side effects from vaccination, or medical inability to follow a preventive treatment required for the travel destination.
Accident involving the means of transport or en route to the airport, dock, port, train station, or bus terminal resulting in a delay of more than 2 hours.
Cancellation of the passenger’s religious or civil wedding ceremony.
Adoption of a minor by the passenger.
Judicial summons requiring the passenger to appear as defendant, plaintiff, witness, or juror.
Summons to present and/or sign official documents at the request of public administration agencies.
Summons for the passenger to provide medical or public service by competent local authorities.
Additional costs incurred if a travel companion cancels the trip due to a covered risk, and the passenger chooses to continue traveling, resulting in a higher per-person lodging cost than originally contracted.

Coverage applies only if the incident occurs during the trip.

Exclusions

If the trip has not been fully paid at the time the coverage is contracted, or if there are outstanding debts with the travel agency and/or travel provider.

If the passenger and/or their travel companion(s) present:

A medical contraindication for travel.
Attempted suicide or active participation in any criminal act.
Intoxication, drug addiction, or being under the influence of non-prescribed narcotics not supervised by a physician.
Legal prohibitions or being detained or restricted by competent authorities.
Medical or dental treatments not classified as medical emergencies, and rehabilitation treatments of any kind.
Preexisting illnesses or injuries prior to contracting the coverage, provided the coverage was purchased 48 hours before the trip begins.

SAFE WOMAN ASSISTANCE

1) Customer contacts.
- 5595054513
- Assistance line
2) Selects.
- Option 3 (Luxury Plan)
3) Selects.
- Option 2 Safe Woman Assistance
  (Available 24/7)
- ET will assist with data collection

LEGAL ASSISTANCE FOR WOMEN IN CASES OF ABUSE

Legal advice by phone will be provided to women in cases of abuse through a licensed attorney, when the acts, events, services, or products are duly covered under applicable legislation and regulations across various branches and areas of law.

Assistance will include, among others:

Advice on legal documents.
Inheritance processes.
Family law rights.
Insurance and benefits.
Legal responsibilities.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

PANIC BUTTON

This assistance is integrated into a Web App with the following benefits:

Quick Activation: One click or keyboard shortcut.
Alert Dispatch: Notification with location, user data, and reason for emergency.
Immediate Response: Phone call, live chat, or automated message.
Use Cases: Personal safety in cases of harassment.
Extras: Emergency contacts, real-time monitoring, secure deactivation function.

Undoubtedly a fast and effective solution in critical situations.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

1) Customer contacts.
- 5595054513
- Assistance line
2) Selects.
- Option 3 (Luxury Plan)
3) Selects.
- Option 3 Safe Woman Assistance
  (Available 24/7)
- ET will assist with data collection

EMERGENCY HOME DOCTOR VISIT

Coordination of a medical consultation with a general practitioner; the physician designated by SSIST will visit the accredited person’s home to perform the consultation. This service is available 24 hours a day, 365 days a year.

The general practitioner performs a physical examination for diagnostic purposes, without performing any procedures requiring surgical equipment such as wound care, injections, catheterization, or suturing. This service must be coordinated from the beginning by SSIST. No reimbursements apply.

The referred customer may cancel the appointment with the general practitioner at least 48 hours in advance. If the customer fails to cancel within this period or does not attend the scheduled appointment coordinated by SSIST, the service will be considered delivered and will count toward the number of entitled events.

DO NOT TAKE INFORMATION FROM THESE SERVICES AS MEDICAL AND/OR HEALTH ADVICE. NONE OF THE INFORMATION PROVIDED BY THESE SERVICES IS INTENDED TO SUBSTITUTE FOR PROPER CARE FROM HEALTH PROFESSIONALS, INCLUDING THE DIAGNOSIS AND TREATMENT OF MEDICAL CONDITIONS. DO NOT DISREGARD PROFESSIONAL MEDICAL ADVICE OR DELAY SEEKING IT BASED ON INFORMATION OBTAINED THROUGH THESE SERVICES. IF AN ACCREDITED PERSON USES INFORMATION FROM ANY SERVICE, THEY DO SO EXPRESSLY AT THEIR OWN RISK AND RESPONSIBILITY.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

EMERGENCY AMBULANCE DISPATCH

In the event that the accredited person or a direct family member suffers an accident or illness and/or requires emergency transportation to a hospital, a basic ground ambulance will be coordinated to transfer the patient to the nearest hospital of their choice.

If the client requests a special ambulance (transfer, COVID, specialized), a quote will be provided to the accredited person. Service available 24 hours a day, 365 days a year. The service must be coordinated from the beginning by SSIST. An emergency is defined as a situation that endangers life, organ viability, or bodily integrity, requiring immediate medical attention.

The emergency ambulance service will consist of a basic mobile emergency unit, staffed with a driver and a certified emergency technician, and equipped according to NOM34 standards.

The basic-level emergency technician will have knowledge of basic CPR, elementary anatomy and physiology, patient lifting, mobilization, immobilization and packaging, basic airway management, evaluation and examination, trauma management (bleeding, shock, soft tissue, musculoskeletal system, head and spine), basic pharmacology, clinical emergency management (respiratory, cardiovascular, diabetic, allergic, environmental, obstetric, behavioral, poisoning), medication administration under medical supervision (subcutaneous, oral, inhalation), ambulance operations, communication systems, hazardous materials incident response, basic rescue techniques, triage, and aircraft interaction.

About the unit: The basic emergency ambulance is a ground mobile unit intended for patients requiring pre-hospital care through basic life support.

SSIST is not responsible for any complications arising during medical transport or for any outcomes. However, SSIST will assist the beneficiary in pursuing accountability from the responsible third party.

Only one transfer to the nearest hospital is considered. If there is no availability and the beneficiary must be transferred to another hospital, it will be considered a second event and the additional cost will be covered by the beneficiary.

If the ambulance must wait for the patient to be admitted or discharged, or due to any circumstance beyond the provider’s control, the beneficiary must pay the provider directly for each additional hour of waiting. The cost will be communicated at the time.

If the beneficiary is overweight and requires a larger ambulance than standard, the additional charge must be paid directly to the ambulance provider.

Ambulance assistance does not apply to cases involving pandemic illnesses such as COVID-19, monkeypox, or any other pandemic disease. These will be quoted separately and must be paid by the beneficiary according to the quote provided.

SSIST is not responsible for services provided by third-party providers or their actions. SSIST’s role is limited to coordination and dispatch. In case of complaints or claims, SSIST will assist the accredited person in resolving the issue with the provider.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

Exclusions:

The accredited person is responsible for covering hospitalization costs, medications, surgical materials, and medical fees.
If a specialized ambulance is required, it will be quoted and charged to the accredited person.
Rescue operations or situations where the accredited person is in conditions that obstruct or endanger access for emergency personnel, such as remote, inaccessible, or hazardous areas, or locations far from populated areas or safe roads, requiring specialized rescue teams.

The following are illustrative but not exhaustive examples: forests, jungles, trails, deserts, mountains, seas, lakes, dams, rivers, beaches, areas far from roads and towns, ravines, caves, slopes, peaks, mountain tops, oil platforms, boats, yachts, and other terrain or location hazards.

Lack of express authorization for the transfer of the accredited person in scheduled services by the treating physician certifying clinical stability.

SSIST is not responsible if the hospital or clinic refuses admission of the accredited person.
In case of public health emergencies, services will be subject to regulations issued by the competent authority.

EMERGENCY DENTAL ASSISTANCE

If the user suffers an accident requiring immediate intervention by a dental professional, SSIST will coordinate and provide financial support up to $2,500 MXN to cover expenses resulting from the event. Any excess must be paid by the user; subsequent events will be offered at a preferential rate.

Telephone assistance available 24 hours a day, 365 days a year. Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

FUNERAL ASSISTANCE

In the event of death, the accredited person is covered—whether due to natural causes or accident—through burial agencies or agencies within the SSIST funeral assistance network, which includes the following services:

Personalized assistance 24/7 via the Telephone Assistance Center.
Personalized guidance before the Public Prosecutor for recovery of the deceased within national territory.
Transfers:
1. First transfer of the deceased from the place of death to any burial agency. In Mexico City and the metropolitan area, to J. García López branches such as Casa Observatorio, Casa Satélite, Casa Iztapalapa, Casa Coyoacán, and Casa Tlalpan, or to a corresponding funeral agency in the rest of Mexico.
2. Second transfer from the wake location to the cemetery designated by the responsible family member or to the crematorium (subject to availability).
3. Transfers between points will cover up to 60 KM within the same locality, municipality, or metro area. If the distance exceeds 30 KM, the accredited person must pay $30.00 MXN per additional kilometer, plus any fees or charges required for entry or services at the time of provision.
Cosmetic preparation of the body (makeup and dressing).
Embalming (upon request of the accredited person).
Basic metal casket.
Basic metal casket (for cremation use rights).
Funeral room or standard wake chapel with capacity for 20 people in circulation, or home wake setup if required (subject to authority approval).
Facilities for religious services.
Cremation and delivery of basic urn (if services are available in the corresponding area of Mexico). (Subject to authority approval).
Coverage includes children under 21 and up to 69 years of age. Family members are covered according to the agreement with each financial institution.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

FUNERAL ASSISTANCE

Procedures and transfers in cases of medico-legal death (Public Prosecutor and Forensic Medical Service).
Any expenses or costs arising from procedures before the Public Prosecutor and Forensic Medical Service.
Exhumation of dry remains.
Floral arrangements.
Cemetery fees and handling.
Out-of-town transfers (procedures, ground or air freight).
Internment costs and procedures.
Repatriation.
International transfers.
Cafeteria service.
Niche, grave, crypt, vault.
Pullman transport for companions.
If the service was not requested through the Telephone Assistance Center. (No reimbursement applies).
If the accredited person has already contracted another provider at the time of requesting the service, no reimbursement will apply.
If false declarations regarding the age of the insured are confirmed. Force majeure or unforeseen events that materially and humanly prevent access to the obituary location in newspapers.
The maximum weight supported by a basic casket under this coverage is 100 kg. If the accredited person exceeds this weight, an alternative casket will be sought, provided it does not exceed the covered cost.
Suicide.

PET FUNERAL ASSISTANCE (COLLECTION, CREMATION, AND ASH DELIVERY)

In the event of death due to accident or natural causes, as certified by a licensed veterinarian with an original handwritten signature, the pet will be cremated. This service is only available through SSIST’s provider network. The event must be coordinated from the beginning with SSIST. No reimbursement applies.

Covered accidents include: being run over, injuries from attacks by other pets or animals, trauma or injuries caused by accidents, falls, and injuries resulting from sudden and external violent actions.

When requesting the pet euthanasia service, the user must present a letter issued by the veterinarian indicating the cause of the accident and their professional license number. Service response time is subject to the availability of pet crematories.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

1) Customer contacts.
- 5595054513
- Assistance line
2) Selects.
- Option 3 (Luxury Plan)
3) Selects.
- Option 4 Medical Assistance
  (Available 24/7)
- ET will assist with data collection

TELEPHONE MEDICAL ASSISTANCE

Telephone guidance will be provided by a general practitioner when the accredited person and/or direct family member requires medical advice for a non-urgent condition (pregnancy, COVID, family planning and contraceptives, alcoholism and drug dependence, as well as the use of medications prescribed by a treating physician, side effects, and recommended dosages).

5595054513 Assistance Line. Customer contacts. Option 3 (Luxury Plan). Selects Option 4 Medical Assistance (Available 24/7). ET will assist with data collection.

A medical file will also be created for the accredited person. Service available 24 hours a day, 365 days a year, with no event limit. The service must be coordinated from the beginning with SSIST to validate the benefit.

The service does not cover any medical expenses incurred. To respect medical best practices, the on-call physician will not prescribe medications or provide any diagnosis under any circumstances. No reimbursement applies.

This assistance is provided exclusively by licensed physicians with professional credentials, experienced in first-contact medical care, ethical standards in medicine, and capable of identifying cases requiring higher-level care.

This service is available 24/7. Calls are limited to a maximum duration of thirty minutes, after which the call will be terminated without liability for SSIST.

DO NOT TAKE INFORMATION FROM THESE SERVICES AS MEDICAL AND/OR HEALTH ADVICE. NONE OF THE INFORMATION PROVIDED IS INTENDED TO SUBSTITUTE FOR PROPER CARE FROM HEALTH PROFESSIONALS, INCLUDING DIAGNOSIS AND TREATMENT OF MEDICAL CONDITIONS. DO NOT IGNORE PROFESSIONAL MEDICAL ADVICE OR DISREGARD PREVIOUS GUIDANCE BASED ON INFORMATION OBTAINED THROUGH THESE SERVICES. IF AN ACCREDITED PERSON USES INFORMATION FROM ANY SERVICE, THEY DO SO EXPRESSLY AT THEIR OWN RISK AND RESPONSIBILITY.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

MEDICAL DISCOUNT NETWORK

The accredited person will have access to SSIST’s network of medical providers offering discounts at pharmacies, clinics, laboratories, and hospitals ranging from 5% to 30%. Service available 24 hours a day, 365 days a year, with no event limit.

The service must be coordinated from the beginning with SSIST to validate the benefit. No reimbursement applies.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

MEDICAL DISCOUNT NETWORK

The service must be coordinated from the beginning with SSIST to validate the benefit. No reimbursement applies.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

TELEMEDICINE WITH GENERAL OR SPECIALIST PHYSICIAN (INTERNIST, GYNECOLOGIST, PEDIATRICIAN, AND GASTROENTEROLOGIST)

In case of illness or medical emergency, the accredited person may have immediate contact via video conference with general physicians, who will provide personalized virtual assistance to help stabilize the patient and alleviate discomfort.

The service must be coordinated from the beginning with SSIST to validate the benefit. The service does not cover any medical expenses incurred. Under no circumstances may the physician provide a diagnosis or prescribe medications. No reimbursement applies.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

1) Customer contacts.
- 5595054513
- Assistance line
2) Selects.
- Option 3 (Luxury Plan)
3) Selects.
- Option 5 Travel Assistance and
  Legal Guidance (Available 24/7)
- ET will assist with data collection

TRANSPORTATION OF A FAMILY MEMBER DUE TO CONVALESCENCE

If the passenger is traveling alone and is hospitalized for more than five consecutive days due to a condition or illness not excluded in these general terms, the Company will reimburse the cost of a round-trip ground ticket in economy class, up to the contracted maximum liability limit. It is essential that the passenger, if health permits, or a family member or representative, notify this situation within 7 days.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

HOTEL EXPENSES DUE TO CONVALESCENCE

SSIST will manage and cover the necessary expenses for extending a hotel stay immediately after hospital discharge, if this extension is prescribed by the local physician and SSIST’s medical team. SSIST will cover costs up to a maximum of $2,500 MXN and/or up to 7 days. Telephone assistance available 24 hours a day, 365 days a year.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

CONCIERGE AND TRAVEL ADVISORY, HOTEL RESERVATIONS, AND DISCOUNT NETWORKS FOR TRAVEL

SSIST will provide telephone references and information about: travel agencies, weather, exhibitions, exchange rates, shopping centers, hotels, restaurants, museums, galleries, consulate information abroad, reservations, shows, listings, theaters, concerts, nightlife, passport replacement guidance in case of theft or loss, among others. Telephone assistance available 24/7, unlimited.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence. Unlimited access to our discount network for car rentals, travel agencies, hotels, and many other services. Service available 24/7. No event limit.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

CONCIERGE AND TRAVEL ADVISORY, HOTEL RESERVATIONS, AND DISCOUNT NETWORKS FOR TRAVEL

If the accredited person requires legal services, SSIST will provide telephone legal advice with licensed attorneys specialized in various branches of law, 24 hours a day, 365 days a year.

Drafting of documents and/or filings for any type of lawsuit, complaint, procedure, or dispute initiated by the accredited person; it also excludes drafting for any legal matter in which the accredited person has been summoned, sued, or called to trial under any procedural figure.
Acts, omissions, or events contrary to law, professional or commercial ethics, morality, or good customs.
Anything contrary to law or not strictly aligned with applicable and current legislation, regulations, or norms within national territory.
Failure to provide truthful and timely information to properly address the matter, or providing false information.
Any act intended to commit any type of fraud.
Any act, event, or omission requiring services detailed in this document outside national territory.
This SERVICE is limited to the membership holder in matters related to divorce, alimony, custody when the spouse is the opposing party.
Any expense, gratuity, judicial or extrajudicial payment other than attorney fees.
Any legal guidance on matters not specified in this document.
Due to conflict of interest between the membership holder and other accredited persons, family law advice and representation for divorce, alimony, custody will only be provided to the membership holder.

The video consultation may be conducted from any mobile device (cell phone, tablet) or PC with a front-facing camera and data connection (preferably Wi-Fi) via the digital platform operated by SSIST.

The accredited person must contact the assistance line, and if a medical video consultation is required, a link to SSIST’s platform will be sent to their email or phone with access details.

1) Customer contacts.
- 5595054513
- Assistance line
2) Selects.
- Option 3 (Luxury Plan)
3) Selects.
- Option 6 Pet Assistance
  (Available 24/7)
- ET will assist with data collection

TELE-VETERINARY SERVICE (DOG AND/OR CAT)

Upon user request, unlimited telephone assistance will be provided by licensed veterinarians to advise on various topics, including:

Emergencies
Preventive health
Nutrition
Training and behavior
Vaccination schedule

5595054513 Assistance line. Customer contacts. Option 3 (Luxury Plan). Selects Option 6 Pet Assistance (Available 24/7). ET will assist with data collection. Selects 29 6. Pre-veterinary consultation 7.

Reproductive health 8. Guidance on medication costs. This service is available Monday to Friday from 9:00 AM to 7:00 PM, and Saturday from 9:00 AM to 2:00 PM. Coverage: Begins 24 hours before the trip starts, provided you are not at your place of residence, and continues during the journey and for 6 days after returning to your residence.

GUIDELINES FOR TRANSPORTING PETS ON BOARD THE BUS

Passengers may bring pets into the passenger cabin: only dogs and cats are allowed, provided the following requirements are met:

Pets must travel inside a rigid or semi-rigid carrier (Kennel type) that meets the following specifications:
- The pet’s maximum weight must not exceed 15 kg (including the carrier). Maximum carrier dimensions: 71 cm long x 52 cm wide x 54 cm high. Only one pet per carrier is allowed. The carrier must provide enough space for the pet to stand, move, and turn naturally without touching the walls. Note: if the weight exceeds 15 kg, the pet CANNOT TRAVEL.
- The carrier must provide enough space for the pet to stand, move, and turn naturally without touching the walls.
A vaccination record must be presented, showing a complete schedule according to the pet’s age, including the rabies vaccine date and its validity. Sedation is not required (consult your veterinarian).
Only one pet per passenger is allowed, limited to 2 pets per bus, subject to availability and identification signage.
Passengers must carry a cleaning kit consisting of: diaper or absorbent pad, cloth, and waste bag. The owner is responsible for fully cleaning up after their pet.
The company will allow brachycephalic domestic animals in the passenger cabin, provided they meet the required dimensions, weight, and documentation. In all cases, the customer must sign a liability waiver stating that the pet’s travel is under the passenger’s full responsibility due to the risk of respiratory syndrome associated with these breeds.
Dogs of breeds classified as dangerous will not be allowed in the passenger cabin: Pit Bull Terrier, Staffordshire Bull Terrier, American Staffordshire Terrier, Rottweiler, Dogo Argentino, Fila Brasileiro, Tosa Inu, and Akita Inu. Also, depending on their physical build, musculature, height, and weight. These pets may only be transported as checked baggage in the luggage compartment.
The transportation fee for pets must be paid according to the season: Low season 75% of the seat value; High season 100% of the seat value, both based on the adult fare.
In all cases, the corresponding liability waiver must be signed to authorize pet transportation.

Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.

POST-TRIP FLEA TREATMENT IF REQUIRED

This benefit is provided after the trip in case fleas were acquired. To validate the benefit, the passenger must contact our Pet Assistance Murguía line to visit a veterinarian within our network and receive the service. Coverage: Begins 24 hours before the trip starts, provided the passenger is not at their place of residence, and continues during the journey and for 6 days after returning to their residence.