We inform that the Colombian State, in order to reinforce the contingency measures in the spread of the Coronavirus-COVID-19, requires passengers who enter Colombia to have mandatory preventive isolation at their place of residence for 14 days from the time of their entry. to the country. In order to maintain biosecurity measures inside the aircraft, frequent hand washing is recommended.

In the event that any passenger presents symptoms of respiratory affection, such as: fever, cough, shortness of breath, fatigue, runny nose and general discomfort, they must inform a cabin crewman who will give them a mask for their permanent use and must appear before an official Public Health upon arrival at the airport.

Likewise and taking into account the situation facing the country and with the aim of being aligned with the policies established in the air transport sector, regarding the exemption of penalties, we allow ourselves to share the current policy from the date to change requests (Revised)

For SATENA your tranquility and security comes first, therefore, due to the situation that is occurring due to the arrival of COVID-19 in the country, from that date you can make changes to your tickets without penalty, you only have to pay the value corresponding to: the administrative charge and the rate difference.

TERMS:

TICKETS WITH DATE OF FLIGHT UNTIL APRIL 30, 2020

• Change allowed without penalty, you will only have to pay the amount corresponding to the administrative fee and the difference in fees if you do not find the same fee as your initial ticket.


• Applies on direct routes and connection, subject to availability.


• No penalty charge applies to all rates including promotional ones.


• You can make one (1) change per ticket without paying a penalty, if the ticket is a round trip, the change will be applied to both routes. A second revised will apply the current tariff conditions according to the new rate in which the change has been made.


• If you have not yet defined the date of your new trip, you have until December 31, 2020 to use it, as long as you request the cancellation of the initial itinerary at least 72 hours before the flight.


• Passengers who do not appear on the flight (no show) and do not cancel their itinerary within the established times, must assume the corresponding penalties according to the current fare conditions.

TICKETS WITH DATE OF FLIGHT AFTER APRIL 30, 2020

• Applies for tickets purchased between March 14 and March 31, 2020.


• Change allowed without penalty, you will only have to pay the amount corresponding to the administrative fee and rate difference if you do not find the same fee as your initial ticket.


• Applies on direct routes and connection, subject to availability.


• No penalty charge applies to all rates including promotional ones.


• You can make one (1) change per ticket without paying a penalty, if the ticket is a round trip, the change will be applied to both routes. A second revised will apply the current tariff conditions according to the new rate in which the change has been made.


• If you have not yet defined the date of your new trip, you have until December 31, 2020 to use it, as long as you request the change or cancellation of the maximum itinerary 8 days before the scheduled date of the initial flight.


• Passengers who do not appear on the flight (no show) and do not cancel their itinerary within the established times, must assume the corresponding penalties according to the current fare conditions.

All requests must be processed through our Contact Center in Bogotá at 6052222, 01 8000 912034 nationwide and through our WhatsApp 322 7191386 or points of sale nationwide.

The refund policy is maintained in accordance with the provisions of the current public rate conditions.