Callback Application

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Callback Application - Colombia

Whenever passengers make purchases by non-traditional or remote methods, which by their nature cannot or will not have begun to be executed or consumed within five (5) days, they shall have aright to withdraw from the purchase and the consumer’s right of withdrawal is hereby agreed. In the event that the right of withdrawal is exercised, the contract will be terminated and the money that the consumer had paid must be refunded.

The latest time when the right of withdrawal can be exercised will be five (5) business days from the delivery of the good or the conclusion of the contract in the case of provision of services.

The supplier must pay back to the consumer in money all the sums paid, without deducting or withholding any amount for any reason. In any case, the time taken to refund the money to the consumer must not exceed thirty (30) calendar days from the moment he/she exercises the right and deliveres the information required to refund the money using the same method by which the payment was originally made. The administrative fee and tafiffs, taxes or contributions that are not refundable by law are excluded from the amount to be reimbursed.

Desisting Application - Colombia

The passenger may desist of his/her flight giving notice to the airline or the travel agency on a period of at least 24 hours prior to the departure of the flight. Only the passenger may exercise this right.

The company will apply a retention according to tariff rule without it exceeding 10% of the base tariff value including the Q of fuel.

The desisting does not apply to promotional rates, provided that they are registered as "non-refundable" at the aviation authority.

The passenger may give notice of his/her intention to desist of the flight through any sales channel (call center, direct points of sales and/or travel agency). If the ticket was bought directly it may only be desisted by informing the airline.

The refund shall be effective within thirty (30) days following the date of notification, in the same way in which the payment was made.

Resolution 01375 of June 11 ^th, 2015 - Special Administrative Unit of Civil Aviation.

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Callback Application - Colombia

Desisting Application - Colombia