Withdrawal and Dismissal

 

WITHDRAWAL APPLICATION

The purchaser and/or passenger has the right to withdraw from a purchase, if such purchase was made remotely or using NON-traditional channels (remote purchase).

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 operations, withdrawal may only be exercised in advance within a period equal to or more than eight (8) days following the timely exercise of the right of withdrawal and before the date on which the service will be initiated. For international operations, this period must be more 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, as long as the purchase was made using non-traditional channels (website, call center, virtual travel agency, etc.)

The right of withdrawal must be exercised using any customer service channel provided by the seller (Call Center, Point of Direct Sale and/or Customer Service).

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.

Rates and administrative fees, taxes or contributions that cannot be refunded due to regulatory provisions are not included in this value.

The refund will be effective within thirty (30) days following the date on which the withdrawal was notified, in the same way as the payment was made.

Resolution 01375 of June 11th, 2015 – Special Administrative Unit.

 

DISMISSAL APPLICATION - Colombia

The passenger may dismiss his/her trip by notifying the airline or travel agency at least 24 hours before the flight. This right can only be exercised by the passenger.

The Company will withhold an amount based on the tariff rule, which shall not exceed 10% of the base tariff, including Q (fuel) surcharges.

Passenger dismissal does not apply to promotional rates, provided they have been registered as “non-refundable” with the relevant Aviation Authorities.

The passenger may notify his intention to dismiss the trip using any sales channel (Call Center, Point of Direct Sale and/or Travel Agency). If the ticket was purchased directly from the Airline, the passenger may only dismiss his/her trip by notifying the Airline.

The refund will be effective within thirty (30) days following the date on which the withdrawal was notified, in the same way as the payment was made.

Resolution 01375 of June 11th, 2015 – Special Administrative Unit.