Refunds
CONDITIONS FOR REQUESTING TICKET REFUNDS
Next, the types of requests for the refund of money and the corresponding areas for each of them are presented. It is important to forward the mail to the specific address, so that the required process is successful.
NOTE: NO the request must be copied to all the emails indicated here.
| TYPE OF REQUEST | OBSERVATION | |
|---|---|---|
| CREDIT CARD PAYMENT REVERSAL | The request must be submitted the same day of purchase within the hours established by the area in charge of the process NOTE: If your flight It is confirmed on the same day of purchase, a reversal will be applied as long as the request is made two hours before the operation begins. | reversiones@satena.com |
| DEBIT CARD REVERSION | Applies to purchases made through the PSE button and the request must be submitted the same day of purchase NOTE: If your flight is confirmed on the same day of purchase, a reversal will be applied as long as the request is made two hours before the operation starts. | Submit your PQRSD here |
| REFUND | Applies to payments made to SATENA, which NO have generated the issuance of tickets, or requests for a higher canceled value and / or VAT refunds (All payment methods apply) | reintegros@satena.com |
| REFUNDS TICKETS ISSUED DIRECTLY WITH SATENA | Reimbursement requests (voluntary and involuntary), withdrawal or withdrawal of tickets purchased through: Own Points, Commercial Agencies, Website and Contact Center | Submit your PQRSD here |
| REIMBURSEMENT OF TICKETS ACQUIRED THROUGH TRAVEL AGENCIES AND TOURISM | Requests for reimbursement (voluntary and involuntary), withdrawal or withdrawal must be submitted directly to the Travel and Tourism Agencies | You must contact the Agency that sold the ticket |
NOTE: It is considered an involuntary refund, when there are causes attributable to the airline and / or force majeure duly justified by the client.
Once the type of request has been confirmed, and identifying that your request belongs to a refund, you must:
Send an email through the corresponding address as follows:
- * The subject of the email must contain a specific data, which differentiates your request from the others, it can be: the record of the reservation, the ticket number, group name or full name of the passenger
- * In the body of the email you must list:
- 1. Reserve record
- 2. Ticket number (s)
- 3. Name (s) of passenger (s)
- 4. Identification document number (s)
- 5. Reason for requesting reimbursement
- a. According to the reason, it is informed whether or not penalty chargess apply for reimbursement.
- b. Refunds will be processed according to the "rate conditions", informed and accepted at the time of purchase.
- c. In case of requesting exemption of penalty chargess, you must attach the legal supports in PDF or JPG file, which demonstrate the non-use of the ticket for involuntary reasons.
- d. To waive the penalty charges for illness, the client must send a copy of the certificate of medical incapacity, issued by the Health Provider Entity (E.P.S.) and / or Prepaid Medicine, which are duly assigned to the Ministry of Health and which must cover the date of the flight. Under no reason are medical disabilities accepted individuals.
NOTE: In the event that your request corresponds to several tickets, it must be submitted according to the payment method (Cash - Credit Card, PSE, Efecty, Consignment)
Keep in mind that the refund will be made according to the payment method with which you purchased the ticket and the return of the resources only the payer of the same will be authorized, which we present below
| WAY TO PAY | TO WHOM THE REFUND IS AUTHORIZED |
|---|---|
| DEBIT CARD (PSE) | Holder of the bank account from which the resources were debited. |
| CREDIT CARD | Holder of the credit card from which the resources were debited. |
| EFECTY | Person who registers as payer in the strip generated as purchase support. |
| CONSIGNMENT | reversiones@satena.com |
| EFECTIVO (CASH) | To the passenger registered on the ticket unless there is any restriction in the reservation comments. |
| INTERNATIONAL DEBIT CARD OR E-COMMERCE | Since this form of payment does not allow the reimbursement to be programmed, the credit to a national or international account will be authorized.. |
DOCUMENTS REQUIRED FOR THE APPLICATION
Dear client: You must bear in mind that the presentation of the documents must be made in a clear and legible way, and they must also be attached files in PDF or JPG format.
REFUNDS OF TICKETS PAID IN CASH, DEBIT CARD CONSIGNMENT EFFECT AND NATIONAL E-COMMERCE CARDS
The Client will complete the “Solicitud Usuario” form (Formato SAT-E-2025-1188) by selecting the “PQRSD” option, ensuring the form is filled out in a complete, readable, and clear manner.
NOTE:
- 1. If necessary, the bank certification of the account or the purchase made at the time will be requested.
- 2. The design of the Request for Refunds and / Refunds form cannot be modified.
- 3. If you have the payment support you can attach it
REFUND OF TICKETS PAID WITH NATIONAL OR INTERNATIONAL CREDIT CARD.
The Client will complete the “Solicitud Usuario” form (Formato SAT-E-2025-1188) by selecting the “PQRSD” option, ensuring the form is filled out in a complete, readable, and clear manner.
NOTE:
- 1. If the credit card was canceled, you must send certification or peace and unless you confirm the unlinking or termination of the contract, with the bank. Additionally, you must send in the Request for Refunds and / or refunds the data of an account of savings or national current in the name of the cardholder in the fields REASON FOR REIMBURSEMENT, TICKET DATA, PAYMENT TO ACCOUNT.
- 2. In the event that the client does not have a balance to pay on the credit card, it may be done in cash, discounting the respective bank commission, for which you must present a copy of the statement that proves it, the above in order to avoid that the reimbursement takes a longer time by the bank.
TICKET REFUND PAYMENTS WITH NATIONAL OR INTERNATIONAL E-COMMERCE DEBIT CARD
The Client will complete the “Solicitud Usuario” form (Formato SAT-E-2025-1188) by selecting the “PQRSD” option, ensuring the form is filled out in a complete, readable, and clear manner.
- A. NATIONAL E-COMMERCE DEBIT CARD Form "Request for Refund and / or Refunds", fill out clearly and legibly in the fields: REASON FOR REIMBURSEMENT, DETAILS OF THE ACCOUNT PAYMENT TICKET with the signature of the debit card holder and a copy of the identification document.
- B. INTERNATIONAL E-COMMERCE DEBIT CARD Form "Request for Refund to International Bank Accounts", fill out clearly and legibly in the fields: DETAIL OR REFUND CONCEPT - TICKET DATA - PAYMENT TO INTERNATIONAL BANK ACCOUNT with the signature of the E-commerce debit card holder international and copy of the identification document. Additionally, you must send a bank certification issued by the entity which must confirm the data with which SATENA can program the payment to the account and fill in the fields PAYMENT TO INTERNATIONAL BANK ACCOUNT of the form "REQUEST FOR REFUNDS TO INTERNATIONAL BANK ACCOUNTS "
NOTE: In case of not presenting the bank certification and if rejection is generated, you must assume the costs of the additional procedure that was generated.
