Conditions and restrictions for requesting a refund

• Our refund process is tailored to the rules of each country and is carried out according to the General Privacy Policy.
• Various restrictions apply for each Fare Option, such as:
  • Fares that allow a refund paying for a penalty .
  • Fares that allow a refund without a penalty.
  • Fares that allow changes and cancelations without penalties.
  • Fares that allow changes and cancelations paying for a penalty
  • Fares that do not allow refunds.
• The online tool is not available if you redeemed your ticket with miles from the LifeMiles Program; To request a refund, please contact our Call Center or go to one of our sales offices
  
• Unused taxes can be refunded (except in some countries due to government regulations).
• An administrative fee is charged in some countries for refunds.
• Bookings must be canceled promptly as refund restrictions exist if they are not canceled on time.
• Issuance 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).

Refunds will be carried out using the same payment method used to acquire the ticket.

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 documents proving that they are their legal representative (e.g. in Colombia this document is the Civil Registry / Registro Civil).

The refund must be authorized by the parents or guardian.

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.

We have to process the refund with the corresponding financial entity for your refund.

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 holder, but you would like to process a refund claim in your name you must submit:

• The claim
• Documents authenticated by a notary public (for Colombia) or its equivalent in other countries. You must certify that the ticket holder has authorized you to perform the procedure on their behalf.
• The identification numbers for both the holder and the person submitting the request must be specified in the document.
  

Cash refunds are made in the local currency of the country.