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Callback 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.
For domestic operations, the callback shall only be exercised with anticipation equal to or greater than eight (8) calendar days between the moment of the timely exercise of the right to callback and the expected date of the beginning of the provision of service.
For international operations this term must be equal to or greater than fifteen (15) calendar days.
The law grants the right to callback to the purchaser of the ticket. It applies to all rates, provided that the purchase was made through non face-to-face methods (website, call center or virtual travel agency, among others).
The callback must be exercised through any of the seller's service channels (Call Center, direct points of sales and/or customer service).
The company will retain 10% of the base tariff value including the Q of fuel, without exceeding COP 60,000.00 for domestic tickets and US$50.00 for international tickets.
The value to reinstate the administrative fee and rates, taxes or contributions, which, by regulation, are non-refundable is excluded.
The refund shall be effective within thirty (30) days following the date of notification, in the same way in which the payment was made.
El reembolso se hará efectivo dentro de los treinta (30) días siguientes a la fecha de notificación, en la misma forma en que se realizó el pago.
Resolution 01375 of June 11 th, 2015 - Special Administrative Unit of Civil Aviation.
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.