Conditions for refunds


Check the Fare Option you've acquired in your purchase confirmation. In most cases an additional charge for the procedure is payable, which will be deducted from the amount to be reimbursed. It's important to note that some taxes are not refunded by the airline, so to collect the refund you'll need to go to the offices of the relevant collection authority. 

I have a non-refundable ticket but I won't be able to travel. Can I request a refund?

Yes, you can request a refund of the taxes that apply to the unused legs in your ticket. Please note that some taxes are not refunded by the airline so you'll need to go to the offices of the relevant collection authority. 

If you have a ticket with a non-refundable fare but it allows date changes you can reschedule you trip without forfeiting the total value of the ticket. Applicable charges will be levied for changes.

Where can I request my refund?

To process the refund you can contact our call center, visit any of our sales offices or fill the online form.

Refund Reasons

  • If the passenger so wishes
  • Missing Documents
  • Prison
  • Deaths
  • Illness (medical certificate must be attached)
  • Flight cancellation
  • Flight departure delay
  • Itinerary changes
  • Oversale
  • Missed connection caused by us
  • Denied Visa
  • Duplicate Tickets
  • Double charging of departure tax and airport taxes

Conditions and restrictions to request a refund

  • Our refund process is adjusted to the rules of each country and is conducted according to the General Privacy Policy.
  • For each Fare Options various restrictions apply, such as:
    • Fares that do not allow refunds.
    • Fares that allow a refund paying a penalty.
    • Fares that allow a refund without a penalty.
    • Fares that allow changes and cancelations without penalties.
    • Fares allowing changes and cancelations paying a penalty.
  • Unused taxes can be refunded (except in some countries due to government regulations).
  • An administration fee is charged in some countries for refunds.
  • Bookings must be canceled promptly as refund restrictions exist if they are not canceled in time.
  • Refunds will be carried out using the same payment method used to acquire the ticket.
  • Issue fees are not refundable.
  • Our fares fully comply with legal requirements and their conditions and restrictions have been registered with the Aeronáutica Civil de Colombia (Colombian Civil Aviation Authority).

Cash refunds

Cash refunds are made in the local currency of the country where the refund is being carried out; and are only made to the ticket holder.

If you are not the ticket holder but want to file a refund request on behalf of one, you must submit a document authenticated at a Notaria (notary public) in Colombia, or its equivalent in other countries, together with the application certifying that the holder of the ticket authorizes you to pursue the matter on their behalf. The document must include the identification number (National ID Card for Colombia or its equivalent in other countries) of the ticket holder and the person carrying out the process for them.

Tickets in the name of a minor

For a cash refund of a ticket issued in the name of a minor, the refund will be authorized to parents or guardians, as long as they present the document proving that they are their legal representative (e.g. in Colombia this document is the Civil Registry Registro Civil).

Tickets purchased with credit cards

Once the refund is authorized the airline sends the information to the bank so that the payment can be credited to the card on the dates established by the banks for this process. The times are set by each financial institution and are their sole responsibility.

Online Form

We know that unforeseen problems can occur that force you to cancel your trip; that's why we designed an online form where you can enter your refund request for unused tickets or taxes.

Please note

  • This form only applies to ticket purchases made using a credit card.
  • Please do not fill out the form if the reason for your request is not in the list of "Refund Reasons ".

Once your request is complete and the required documents are attached, the system will give you a registration number which can be used together with the ticket number to track the request.

Contact Us

If you have any questions about your refund request, email us at or contact our call center. ​