Refund guide

 

Exercise your right to withdrawal

  • The purchaser has the right to withdraw from a purchase, if such purchase was made remotely or using NON-traditional (Call Center, app, website – not applicable to purchases made in person at our points of sale).
  • Withdrawal must be exercised using any of customer-service channel provided by the seller, within forty-eight (48) hours following the ticket purchase.
  • For domestic flights, withdrawal may only be exercised in advance within a period equal to or greater than eight (8) days between the time of purchase and the date on which the service will be provided. For international operations, this period must be equal to or greater than fifteen (15) days.
  • You are entitled to the right of withdrawal if you are the passenger and/or the person who purchased the ticket. It applies to all fares, provided the purchase was made using non-traditional channels (website, call center, etc.)
  • The refund will be effective within thirty (30) days following the date on which the withdrawal was notified and once we have the banking information to process the payment.

 

Withdrawal

  • The company will withhold 10% of the base rate, including Q (fuel) surcharges, not exceeding COP$60,000 for domestic tickets and USD$50 for international tickets. The above fees will be adjusted on February 1st each year according to the Consumer Price Index applicable to the immediately preceding year.
  • Rates and administrative fees, taxes or contributions that cannot be refunded due to regulatory provisions are not included.

 

Passengers traveling after surgery or ailing passengers:

Check our Policy of Passengers with Special Medical Needs.

 

Ailing Passenger:

If you have become ill and cannot travel, or if one of your companions has become ill and is unable to travel, you may request a refund.

This applies only to persons who are under the same reservation and who are relatives to the 1st, 2nd and 3rd degree of consanguinity or to the 1st and 2nd degree of affinity with the ailing passenger.

In order to understand the different degrees of kinship, please see the following definitions:

Consanguinity:

First degree of consanguinity: parents and children.

Second degree of consanguinity: siblings, grandparents and grandchildren.

Third degree of consanguinity: great-grandparents, great-grandchildren, uncles and aunts and nephews and nieces.

 

Affinity:

First degree of affinity: parents and children of the spouse.

Second degree of affinity: grandparents and siblings of the spouse.

Steps to follow:

To request a refund, you must submit your request using the Tell Wingo form and attaching the corresponding medical certificate issued by a health institution. The date of the medical certificate must include the flight date.

 

Death

In the following cases: 

  • Death of the passenger before the flight
  • Passengers who are under the same reservation of the deceased passenger or booked on the same flight and who are relatives to the 1st, 2nd and 3rd degree of consanguinity or to the 1st and 2nd degree of affinity
  • Death of a passenger’s relative

We will refund the total amount paid, except for the administrative fee.

In order to understand the different degrees of kinship, please see the following definitions:

Consanguinity:

First degree of consanguinity: parents and children.

Second degree of consanguinity: siblings, grandparents and grandchildren.

Third degree of consanguinity: great-grandparents, great-grandchildren, uncles and aunts and nephews and nieces.

 

Affinity:

First degree of affinity: parents and children of the spouse.

Second degree of affinity: grandparents and siblings of the spouse.

 

You must submit your refund request using the Tell Wingo Form and attaching the death certificate and any necessary documentation to certify the degree of consanguinity.

 

Reasons attributable to the Airline

You may request a total refund if you decide not to travel in any of the following cases for reasons attributable to Wingo:

  • Delays of more than 1 hour
  • Cancellations
  • Overbooking

Remember that this applies to situations attributable to the Airline. You may submit your request using the Tell Wingo Form.

 

How can I request a refund?

You can request a refund of an unused ticket (due to withdrawal, death or illness of passenger or relative, reasons attributable to the airline) in just two easy steps:

  • Submit your request using the Tell Wingo Form.
  • Attach all necessary documentation related to your case, so we can process your request:
    • Illness: Medical certificate by an accredited institution.
    • Death: Death certificate of the passenger or relative and documentation to certify the degree of consanguinity.
    • For purchases made with debit cards (PSE), Carulla, Exito and Surtimax, you must attach:
      • Bank certificate of the refund beneficiary including the beneficiary’s name, account number and banking institution.
      • Copy of ID card.
      • If the beneficiary is not the passenger or the person who made the purchase, an authorization letter by the beneficiary must be attached.

Remember that our refund process depends on the regulations of each country and is processed according to Data Protection Policies.

Ticket issuance fees are not refundable.

Unused taxes can be refunded. However, there are some taxes or contributions that cannot be refunded due to regulatory provisions. You may need to contact the tax collecting authority to request the refund of such taxes.

In most cases, an additional charge may be generated for processing the refund, which will be discounted from the refundable amount.

 

When will I receive my refund?

 

Purchases made in cash, debit card (PSE), Grupo Exito and Banco de Bogota:

We will refund your money through wire transfer within no more than 30 days.

 

Purchases made with Credit Cards

Wingo will process the refund to your Credit Card with your banking institution within no more than 30 days. We are not responsible for the times established by each financial institution for refunds and they may depend on your credit card’s the cut-off date.

 

CHARGEBACKS

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 Tell Wingo Form.