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                                       COM-21-175
      Monday, September 13th, 2021	

	

Update - Refund Rules for COVID-19	

	

UPDATES	

•	Applicability of refunds in Brazil for flight delays of 1 hour or more.
•	Applicability for tickets issued in Brazil with travel dates between March 19, 2020 and December 31, 2021.
•	Applicability for net fares.
•	Cash refund option at CTO if there is cash available at the register.	

To provide flexibility to our passengers, the following refund guidelines are established to adjust to the recovery from the COVID-19 pandemic:	

APPLICABILITY	

•	Regular tickets.
•	Interline tickects.
•	Share code tickets with 230 stock.
•	For mileage tickets refund fee is waived.
•	Applies to tickets with regular, group, net and dynamic fares.	

GUIDELINES	

General Rules

•	Ticket refunds are subject to the fare rule and tax refund conditions.
•	Refunds are processed to the original form of payment.
                   - Tickets paid in cash will be processed through bank transfers.
                   - Cash refunds may be made at authorized sales offices (CTO), subject to cash                                    availability at the register.
•	Refunds must be requested during the validity of the ticket or the period specified by law in some countries.
                   - Tickets issued in Colombia are valid for 2 years from the date of issuance.
                   - Tickets issued in Brazil are valid for 5 years from the date of issuance.
•	Refunds apply if the customer exercises the right of withdrawal or retraction of the country where the ticket was sold.

Exceptions During COVID-19

Refund may apply under the following conditions:
•	Tickets affected by involuntary situations within and regardless of the airline's responsibility:
                   - Cancellations.
                   - Scheduled itinerary changes with a delay of 4 hours or more. Except for tickets issued in
 - Brazil, whose regulations require refunds for delays of 1 hour or more.
 - Canada, whose regulations require refund for delays of 3 hours or more.
 - Travel restrictions imposed by countries due to COVID-19. At the moment they are: Argentina, Canada, Chile, Cuba, Guatemala, Jamaica, Nicaragua, Panama, Uruguay, United States and Puerto Rico.
•	ConnectMiles PreferMember Presidential and Platinum passengers affected by involuntary situations.
•	Tickets issued in Brazil with travel dates between March 19, 2020 to December 31, 2021.

For tickets issued by travel agencies, you must complete the Refund Request Form: