Refunds Policy

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We want your trip to be happy and at a low price. Remember that the tickets and optional services that you buy with us are promotional and are not refoundable. We can process a refund in the following exceptions:

  • Withdrawal
  • Disease
  • Death
  • Impact of the airline

 

1. Exercise your right to withdrawal

  • The client has the right to retract the purchase if it was made using non-traditional or remote channels (call center, website) and must be exercised within five (5) business days after the ticket purchase provided the flight is NOT departing within five (5) days after the date of purchase and the flight has not been operated.
  • The traveler has the right to retract the purchase if it was made using non-traditional or remote channels (not in person).
  • Right to detraction is conferred by the law to the ticket purchaser and/or passenger. It applies to all fares, provided the purchase was made using remote channels (website, call center, app, etc.)
  • Retraction shall be exercised using any of the seller’s customer service channels (website, call center, direct points of sales, and/or customer service)
  • The refund shall be effective within thirty (30) days after the date of notice of retraction.

Withholdings:

  • Administrative fees and taxes or contributions which are not refundable pursuant to the applicable regulations shall not be included in the refund.

Illness that prevents the trip:


The withdrawal applies to the traveler and his companions, as long as they are in the same reservation and in the following situations:

 

If the passenger becomes ill and can not travel

To request reimbursement the client must attach the disability or medical certificate (Issued by a health entity or private doctor with signature and seal) that specifies that the client can not travel by plane. The date of disability or certificate must match the date of travel.

If a traveler's family member becomes ill

The relative of the traveler must be in the following kinship degrees:

  • 1st and 2nd degree of consanguinity (First degree: Dads and children, Second degree: Brothers, grandparents and grandchildren).
  • 1st and 2nd degree of affinity (First degree: Spouse and parents and children of the spouse, Second degree: Grandparents and siblings of the spouse)

To request a refund, the client must attach:

  • Disability or medical certificate (Issued by a health entity or private doctor with signature and seal) that specifies that the traveler's family member is disabled. The date of disability or certificate must match the date of travel.
  • The documents that certify the degree of consanguinity or affinity of the traveler with the sick person.

Withholdings:

The value paid by the traveler will be discounted:

  • The administrative fee and VAT of the administrative fee
  • The rates, taxes or contributions that by regulation are not reimbursable.

Passengers who need to travel after surgery or with an illness should consult the Passenger Policy on Special Medical Conditions.

 

Death


The reimbursement applies to the traveler and his companions, as long as they are in the same reservation and in the following situations:

If the traveler dies

To request reimbursement, the traveler's family must attach the traveler's certificate or death certificate.

If a traveler's family member dies

The relative of the traveler must be in the following kinship degrees:

  • 1st, 2nd and 3rd degree of consanguinity (First degree: Dads and children, Second degree: Brothers, grandparents and grandchildren, Third degree: Great grandparents, great-grandchildren, uncles and nephews).
  • 1st and 2nd degree of affinity (First degree: Spouse and parents and children of the spouse, Second degree: Grandparents and siblings of the spouse)

To request reimbursement, the traveler must attach:

  • The certificate or death certificate of the relative.
  • The documents that certify the degree of consanguinity or affinity of the traveler with the person who died.


Withholdings:

The value paid by the traveler will be discounted:

  • The administrative fee and VAT of the administrative fee.
  • The rates, taxes or contributions that by regulation are not reimbursable.

Impact of the airline


The passenger can request a total reimbursement of their ticket when one of the following situations that are the direct responsibility of Wingo:

  • Delay of more than 1 hour
  • Cancellations
  • About sales

We will reimburse the total of the money paid.

This exception only applies to situations attributable to the Carrier.

 

How is a refund requested?


The client must enter the request for reimbursement through the form Te Oímos that is published in Wingo.com and attach the necessary documents to process the request according to each exception.

For the protection of your financial data, we ask you, not to share sensitive information (such as the full number of your credit card), since our system detects that information and will eliminate your request so it cannot be managed.

For purchases that were made in cash or debit card (PSE), the customer must send:

  • Copy of the payment receipt.
  • Bank certification of the beneficiary of the payment that contains, name of the beneficiary, account number, bank with a validity of less than 90 days.
  • Copy of citizenship card.
  • In case the beneficiary of the refund is not the same payer and / or passenger must attach written authorization of the beneficiary.

Request refound by withdrawal                    Request refound

Important information to keep in mind:

The Wingo reimbursement process is in accordance with the legislation of each country and is processed in accordance with the data protection policy.

  • The refund will be made in the same form of payment and currency in which the purchase was made.
  • The refund will be processed within a period no longer than 30 calendar days.
  • It is possible to return unused taxes. It is important to mention that we do not reimburse some taxes, fees or contributions that by regulation are not reimbursable. To request the return of these charges, it is necessary that the client goes directly to the offices of the collecting authority.

 

How do I request a refund by retraction?

Clients must submit the request for retraction by going to Manage My Trip on Wingo.com and using their reservation code and last name. Remember to attach all the necessary documents to process your request. On this section, you can:  

  • Verify if you comply with the conditions to exercise your right to retraction.
  • Get to know the details of the amount to be refunded and any applicable withholdings.
  • Select the payment method to be refunded.
  • Get in your e-mail all the information regarding the refund process.

If you fail to submit all the necessary documents, we may take longer to process your request.  

How can I request a refund due to illness, death or reasons attributable to the airline?

The client must submit his/her refund request using the Talk to Us form that has been made available on Wingo.com and attach any necessary document to process the request, according to each case.

  • For purchases made in cash or using a debit card (PSE payment), the client must submit the following documents:
  • Copy of the payment receipt.
  • Bank certificate of the refund beneficiary including the beneficiary’s name, account number and banking institution, which must have been issued within 90 days before the date of the request.
  • 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.