You can request a refund of an unused ticket, due to withdrawal, death or illness of passenger or relative or for reasons attributable to the airline.
The refund is given to the person that paid for the ticket, after presenting a satisfactory proof of purchase (bill or credit card).
In the event of death of a customer, an immediate family member will be refunded, after presenting the customer’s death certificate. In the event of illness, a medical certificate will be requested. If the request is made due to death or illness of an immediate family member, the letter must include the name of the family member and proof of his/her relationship with the customer. Wingo considers the following family members as "immediate”: spouse, children (including adopted), parents and brothers and sisters.
You can request a refund by filling in the Refund Request Form, which is available on our website. In order to process your refund request, you must submit/attach the below information:
For further information, check our Compensation and Refund Guide.
The time it takes to complete the ticket refund procedure depends on the payment method used:
Wingo will process the refund to your Credit Card with your banking institution within no more than 30 days. The refund will be reflected on one of the next two billing statements after requesting the refund. This will depend on the billing cycle of the financial institution issuing your credit card.
The refund will be processed through a wire transfer to the savings account provided by the customer within no more than 30 days.
In cases where, for some reason, we charge you twice for a penalty, tax or other fee, you can request the return of funds by submitting the documents to support the payments made. Submit your request using the Refund Request Form and attach all the necessary documentation to proof the double charge.
If you need to make changes to your ticket after purchase, we give you the chance of changing the route or date of your ticket up to 4 hours prior to your flight’s scheduled departure time, provided you have not checked in for your flight.
Keep in mind that our tickets are very cheap, therefore, they are not refundable. If you do not make your trip, your ticket will no longer be valid and cannot be used later.
You will be able to change the date or time of your ticket. This change is subject to the applicable penalty fee and fare difference. Please keep in mind that if you have booked a round-trip ticket, you must change the date before taking your first flight. To request the change of date, you must contact our call center. Check the penalty fees in our Change Policy.
You will be able to make a change to your route. This change is subject to the applicable penalty fee and fare difference. You must change the route before taking your first flight. Applicable fare differences will not be refunded, considering all of our fares are promotional. To request the change of date, you must contact our call center. Check the penalty fees in our Change Policy.
Purchasing a Wingo ticket is super easy! First, you have to go to our website www.wingo.com, On the “Flight” box, you must select your city of origin and the destination you want to travel to. In addition, you must select if your trip is one way or round trip and the travel dates. You must also indicate the number of adults, children and infants, as well as the currency in which you want to pay. Finally, you must click “Search Flight”. Keep in mind that at in Wingo, minors under two (2) years old are considered "infants"; and minors between two (2) and one day and fourteen (14) years old are considered "children".
Wingo airfares will be available for sale up to 4 hours before the flight’s departure. In addition, you may purchase additional services we have designed for you, so you can complement your trip according to your needs.
Wingo ticket are very cheap! That’s why they are valid from the time of purchase up to the flight’s departure.
Our tickets have promotional prices and are not refundable. If you do not make your trip, your ticket will no longer be valid and cannot be used later. You may only make changes to your ticket before your flight’s departure. For exceptions where refund applies, check our Compensation and Refund Guide.
Yes. At Wingo, we want to make it easy for you! That’s why you can choose to pay for your ticket in cash when making your reservation on our website or through our Call Center. You will have a deadline to pay for your reservation at any Carulla, Exito or Surtimax store for purchases made on our website, and Banco de Bogota offices for purchases made through our Call Center. You will only need to bring the confirmation generated by our system. This benefit applies only for purchases made in Colombia. If you choose to pay at an Effecty office, you will have until 10:00pm of the same day to pay for your reservation, otherwise, your reservation will expire. If you choose to pay at any Carulla, Exito or Surtimax store, you will have until 11:59pm of the same day to pay for your reservation, otherwise, your reservation will expire.
Wingo offers you the following payment methods to purchase tickets and additional services on our website:
Please, keep in mind that your purchases will be deferred and divided into 24 installments. In case of changes, you must request it directly to your banking institution.
On our website
If you choose this payment method, keep in mind the following:
Banco de Bogota
If you selected the option to pay in cash Banco de Bogota, please keep in mind the following information:
You will only be able to pay for your reservation using you Visa or Master Card credit cards.
First, you must verify that the purchase was successful and if your credit card was charged for the purchase. If the transaction was successful and you don’t receive a message confirming your purchase, you must call our Call Center to confirm the status of your reservation and find out what happened. Check our contact numbers.
In order to confirm your reservation, you must pay for your reservation using any of our authorized payment methods before the established deadlines. If your transaction is unsuccessful, you must check with your baking institution why the transaction could not be completed. Once corrections have been made, you can go back to our website to make your purchase. Keep in mind that you can also pay in cash in any Carulla, Exito or Surtimax store or Banco de Bogota.
Yes! Wingo offers special fares for minors under 2 years old, provided they meet the following conditions:
Teenagers 14-18 are allowed to travel alone on Wingo domestic flights, provided he/she has been authorized by one of his/her parents or guardians. The minor must present his/her birth certificate or identity card, a copy of the authorization by the parents or guardians and the ID of the authorizing person. Teenagers are allowed to travel alone on international flights, provided he/she has been authorized by one of his/her parents or guardians. The minor must present his/her identity card, a copy of the authorization by the parents or guardians and the parents’ IDs, in addition to the consent letter for children traveling abroad, which must be duly notarized and certified as required by the laws and regulations of the country
Consent letters in Colombia must be authenticated by a notary public. If you need to authenticate a consent letter abroad, keep in mind that if any of the parents is located abroad, they must fill it out in Spanish, authenticate their signature at a Colombian consulate and send the original to the minor to be presented at the Immigration Checkpoint at the time of departure. A second option involves authenticating the consent letter with a notary public of the country of residence of the parent –which must be a state party to the Hague Convention– in order to be apostilled. The notarized and apostilled document must be sent to the minor to be presented at the Immigration Checkpoint at the time of departure.
If in your country of residence there is no Colombian consulate, you must go to the closest consulate in order to carry out the previous process. If the minor is not a Colombian citizen, the consent letter can be authenticated by a notary public of the country of residence.
Wingo does not carry unaccompanied minors. To know that conditions apply to minors traveling on Wingo, check our Policy of Minors.
Airport tax is a charge made to passengers by the airport administration and refers to the amount that passengers must pay for using airport facilities. Airport taxes may vary depending on each airport.
It refers to the amount we charge passengers per trip for providing our service.
Of course it is! Wingo and all our suppliers have been certified on PCI Compliance. In addition, we feature the anti-fraud system Cyber Source.
Exito: 36 hours before the flight’s departure.
Bonaco de Bogota: 36 hours before the flight’s departure.
Vouchers are the compensation method for customers that have been affected by causes attributable to Wingo. The value of vouchers is provided by Wingo’s policies and in compliance with current regulations. They can be redeemable in future services purchases. In order to redeem a voucher, passengers must contact our Call Center, go to our website or visit our points of sale at Bogota, Havana and Panama-Pacifico Airports.
You can use a voucher to:
You cannot use vouchers to:
The voucher can only be redeemed by the passenger who has been granted a voucher and his/her companions, provided they are under the same reservation.
You can contact our Call Center and we’ll help you recover your confirmation number. Check our contact numbers.
Our fares are promotional and non-refundable. You may make changes to the date of your reservation by paying the applicable fee and fare difference, provided the initial date of your trip has not passed. Keep in mind that our tickets are valid from the date of issuance up to the flight’s departure. For exceptions where refund applies, check our Compensation and Refund Guide.
Our fares are promotional and non-refundable. You may make changes to the date of your reservation by paying the applicable fee and fare difference, provided the initial date of your trip has not passed. Keep in mind that our tickets are valid from the date of issuance up to the flight’s departure.
Our Call Center will let you know the applicable penalties and fare differences as long as there are available flights you must pay to make the change.
Our Call Center will assist you in making the change at no charge, provided the ticket holder remains the same.
Yes. You are allowed to change the date on your reservation after your ticket has been issued. In order to make these changes effective, you must pay the applicable penalty and fare difference, provided the initial date of your trip has not passed. Keep in mind that our tickets are valid from the date of issuance up to the flight’s departure.
Of course! You can add additional services after purchase. Please, contact our Call Center. We’ll be glad to help you complement your trip. Keep in mind that the values of the additional services may change depending on the sales channel and time of purchase. Purchases at the Airport will cost more than purchases on our website or through our Call Center. Check the Terms and Conditions of Additional Services.
Our Call Center will check your case and make the necessary corrections.
No. All changes must be made before web check-in.
Yes, you can add additional services after web check-in. You may purchase such services at the airport. Keep in mind that purchases at the airport will cost more than purchases on our website or through our Call Center. Check the Terms and Conditions of Additional Services.
Don’t worry. You may purchase the check-in service at the airport by paying an extra fee. We will print the boarding pass for you.
Of course! With Wingo you already have a seat, but you can choose your favorite seat for yourself. When you purchase a Wingo ticket, you can select your favorite seat at an additional fee. Our system will display the aircraft seat map, where you will be able to select your seat, as long as it is available. Do you want to sit in the first row? Have more space and enjoy a more comfortable flight? Sit right next to the window and wonder at the beauty of the sky? Sit next to your family and Friends? Don’t miss this opportunity and choose your favorite seat when purchasing your ticket. If you don’t select your seat or the seats for your travel group, our system will randomly select the seats that are available at the moment of check-in. We cannot guarantee that you will be sitting next to your family and friends.
Passengers are responsible for carrying all the necessary travel documentation (passports, visas, tourist cards) and any additional or special document or requirement provided by the effective regulations of the departure, transit or destination countries. Check our Travel Recommendations for all our international destinations.
If you get to the boarding gate and your carry-on luggage exceeds the allowed dimensions, you must have to pay the applicable fee to check your luggage on the aircraft hold. Keep in mind that your luggage will only be admitted up to 30 minutes before the scheduled departure
If you purchase this service, you may carry up to three (3) bags of 20kg and 158cm on the cargo hold. Each piece has an additional value. You can purchase the checked baggage service on our Website, by contacting our Call Center or at the counter at the airport. Click here to check the fees – which vary depending on the place and time of purchase– and terms and conditions. Keep in mind that when you purchase this service at the Airport you will pay more!
If you need to take one, two or three pieces of baggage on the aircraft hold, you may purchase this additional service, which allows to carry up to 3 pieces of checked baggage. Each piece of baggage cannot exceed 20kg and 158cm. However, if your baggage exceeds these dimensions, you will be allowed to pay for each additional kilo up to 32kg. The maximum allowed weight for each piece is 32kg.
Size allowance depends on the type of baggage, as follows:
Personal item: 6Kg and 40x35x25 cm.
Carry-on luggage: 10Kg and 55x45x25 cm.
Checked baggage: 20Kg and 158 linear cm.
If you wish to purchase an additional service to carry special baggage (musical instruments or sport equipment), keep in mind that the aforementioned dimensions also apply for special baggage, either as carry-on luggage or checked baggage. Check our Baggage Policy.
Yes! Items for infant assistance may be checked at the boarding gate at no extra charge (as long as you are traveling with your infant). These items may include child seats approved by Wingo’s Baggage Policy and collapsible baby carriages for small or big infants.
Wingo admits child seats as carry-on luggage, as long as the dimensions do not exceed forty-five (45) inches and they can be stowed in the overhead compartments or under the seat.
In order to use child seats on the cabin, the passenger must have purchased the seat previously. Wingo recommends parents to check the FAA regulations on child seats. Parents may also carry an FAA-approved child harness device (CARES).
In addition to the above, we admit one baby carrier as checked baggage or carry-on luggage, as long as it meets the following conditions:
Carry-on luggage: As long as the carrier can be properly placed in the overhead compartments or under the seat and it does not occupy any seat during take-off or landing.
Checked baggage: In case the baby carrier cannot be carried on board, it must be checked in the cargo hold.
You can carry musical instruments and/or sport equipment on Wingo flights. You may purchase an additional service to carry this type of special baggage as a personal item or piece of carry-on luggage or checked baggage. Check the terms and conditions of additional services.
No. Due to safety regulations, you will not be able to carry hoverboards on any flight, since they use lithium and/or lithium-ion batteries.
Infants are not allowed to carry any checked baggage. Only one additional piece will be allowed in addition to the personal item and it must have the same dimensions of the personal item, e.g. a diaper bag. Maximum dimensions: 6kg and 40x35x25 linear cm (height x length x width).
Wingo admits service animals, whose documentation demonstrates that they are required for the emotional well-being of the passenger and which may provide assistance to people with disabilities.
Passengers with visual impairment are allowed to travel with or without a guide dog. Passengers traveling with a guide dog or service animal must keep in mind the following:
If you are pregnant, you can fly Wingo!, as long as you comply with the following conditions:
Wingo admits ailing or injured passengers who do not have infectious/contagious diseases and who are able to take care of themselves or who are assisted by a companion during the trip. Check our Policy of Passengers with Special Medical Conditions.
Wingo only transports pets on domestic flights. By purchasing this service, you will be able to carry your pet with you on the plane’s cabin, upon paying the following extra fee. We only carry pets (cats and dogs). The total weight of the pet plus the kennel cannot exceed 10kg (pet + fabric kennel) and the kennel must have the following maximum dimensions: 33cm (width) x 43cm (length) x 25cm (height). Check the price of this service and the terms and conditions of our additional services.
The fee for this service may vary depending on the destination and time of purchase. Check the price of this service on the terms and conditions of our additional services.
If you are carrying your pet, you must purchase the additional service and provide your pet’s documentation (health certificate, certificate of vaccination and inspection register) not later than 90 minutes before your flight’s scheduled departure. You must comply with all sanitary requirements provided by the corresponding authority at the departure airport.
The total weight of the pet plus the kennel cannot exceed 10kg (pet + fabric kennel) and the kennel must have the following maximum dimensions: 33cm (width) x 43cm (length) x 25cm (height). Keep in mind that your pet is only allowed to travel on the aircraft cabin.
We offer you express check-in service to help you save time at the counter, so you can get to your boarding gate easily and quickly. With this service, you can enjoy priority access to check your luggage or check in at the airport and print your boarding pass. The fee for this service may vary depending on the destination and time of purchase. Check the price of this service and the terms and conditions of our additional services.
Passengers requiring wheelchair service must notify the airline through the channel used to make the reservation and/or purchase, no less than 24 hours prior to the flight. For such passengers, the service will be provided from the moment the passenger arrives at the check-in counter until the boarding gate or aircraft seat as required. After landing, the service finishes at the exit of the terminal and does not include the parking lot.
Passengers traveling with their own special-assistance device must keep in mind the following:
At Wingo we will make every effort to transport and provide assistance to all our passengers, including those with special needs. Check our Policy of Passengers with Special Needs and the terms and conditions of our additional services.
Here, you will find all the information related with this service. You may also send an e-mail to email@example.com or call +507 394-7150.
If you choose to check in for your flight at the airport or if you need to check any baggage, we will be available at our check-in counter between two (2) hours and forty-five (45) minutes before your domestic flight departure.
If you choose to check in for your flight at the airport or if you need to check any baggage, we will be available at our check-in counter between three (3) and one (1) hour before your international flight’s departure.
To travel on Wingo, you will need to present different documents, according to the type of flight:
Check our Travel Recommendations for further information on travel documentation.
Keep in mind that the documentation required at the counter may vary depending on the country of origin and citizenship of each passenger. Passengers are responsible for complying with the immigration and sanitary requirements of the destination country.
Domestic Flights: If you have already checked in for your flight and printed your boarding pass, you must be at the boarding gate not later than 45 minutes before the scheduled departure.
International Flights: If you have already checked in for your flight and printed your boarding pass, you must be at the boarding gate not later than 1 hour before the scheduled departure.
Wingo has established different categories to facilitate and speed up the boarding process. Customers belonging to the following categories have priority access when boarding:
If you don’t belong to the aforementioned categories, wait for announcements from our gate agents. They'll let you know when your group may begin boarding.
We offer different customer service channels available for you.
The Tell Wingo Form is the easiest way to submit your requests, questions, suggestions or complaints. We are available 24/7 to receive all the information we require in order to assist you and give you a prompt answer.
We make our best efforts to give an answer as soon as possible. Depending on the case, we may take up to 15 business days to give you an answer.
Contact one of our airport representatives, who will process, analyze and manage your case to offer you the best possible solution. You can also contact us using our Tell Wingo Form, so we can be aware of your situation and offer you the best possible answer.
You can file your baggage claim as follows, according to your case:
If you forgot any personal item at any of our service points, you must contact the Lost-and-Found Department of the airport. Wingo is not responsible for items left on the plane or at the airport.
If you left any personal item on any Wingo aircraft, you must fill in and submit the Tell Wingo Form.
Remember to read our Compensation and Refund Guide.