If you purchased a ticket from one of the countries listed below and have decided to request a refund, you can do so according to the laws of each country. Review the conditions that you must meet and make your request using the refund form. Once generated, you will receive a communication with the status of your request.
- Tickets issued from any country, with origin or destination Argentina.
- Applies to purchases in online channels (zenAir.com, Contact center and online travel agencies).
- The request must be made within 10 days of purchase.
- We will send you an approval communication, and you will receive:
- 90% of the fare for the ticket or additional service, if you make your request more than 24 hours before the flight departure.
- 80% of the fare for the ticket or additional service, if you make your request less than 24 hours before the flight departure.
- Tickets issued in Brazil, regardless of origin or destination.
- Applies to purchases on all channels.
- If you purchased your ticket at least 7 days before the flight departure date.
- Ticket refund requests within 24 hours of purchase.
You can also request a refund for your additional services:
- Applies to purchases in online channels (zenAir.com, Contact Center and online travel agencies).
- Applies to first-issue and sent additional services.
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You may request a refund within 7 days of purchase.
We will send you an approval communication, and you will receive a refund for your ticket and/or additional services.
- Applies to tickets issued in Canada with an origin or destination in Canada.
- For ticket and additional service purchases through online channels (zenAir.com, Contact center, and online travel agencies).
- For cancellation requests made within 24 hours after the issuance date.
- For reservations made at least 7 calendar days before the flight departure.
- Applies to tickets and additional services issued in Chile and purchased through online channels (zenAir.com, Contact center, and online travel agencies).
- For trips that have not commenced.
- For requests made within 10 calendar days after the purchase.
We will send you an approval communication, and you will receive a refund for your ticket and additional services.
Law of withdrawal
- You may request your right of withdrawal within the next 5 business days from the date of purchase. Please note that your flight cannot commence within the next 5 calendar days following the day of your purchase.
- Applies only to purchases in online channels (zenAir.com, Contact center and online travel agencies).
If you meet the conditions to withdraw from your purchase, you will be refunded the full amount you paid, excluding the administrative fees. The withdrawal request must be made using the refund form.
Law of cancellation
- You must request cancellation at least 24 hours before the flight departure.
- Applies to purchases on all channels.
- The refund will be made for 90% of the ticket fare (the administrative fee is excluded from the amount to be refunded).
- If you purchased your ticket before December 31, 2022, the cancellation applies only to tickets with XXL, L, M fares. The XS and S fares are promotional and the cancellation does not apply.
- If you purchased your ticket on or after January 1, 2023, the cancellation applies only to tickets with the business or XXL fare. The basic, light, classic, flex, XS, S, M and L fares and additional services are offered as promotions, and the right to cancellation does not apply to them.
Make your cancellation request using the refund form.
Law of withdrawal
- You may request withdrawal within 2 business days following the date of purchase.
- This applies to additional services and tickets issued from July 20, 2024, that have been purchased through any channel and whose origin is Ecuador.
If you meet the conditions to withdraw from your purchase, you will be refunded the full amount you paid, excluding the administrative fees. The withdrawal request must be made using our refund form.
Law of withdrawal
- You may request withdrawal within 8 calendar days following the date of purchase if your flight does not start on these same days.
- Applies to tickets and additional services purchased through any channel with origin or destination in El Salvador.
If you meet the conditions to withdraw from your purchase, you will be refunded the full amount you paid, excluding the administrative fees. The withdrawal request must be made using our refund form.
Law of cancellation
- You must request cancellation at least 24 hours before the flight departure.
- Applies to tickets and additional services purchased through any channel with origin or destination in El Salvador.
- The refund will be 88% of the ticket fare (the administrative fee is not included in the refunded amount).
Make your cancellation request using the refund form.
- Applies to tickets and associated additional services issued from any country with origin or destination in the United States.
- For reservations made at least 7 calendar days before the flight departure.
- For cancellation requests made within 24 hours after the issuance date.
- In case of disruptions, refunds will be processed in accordance with applicable regulations.
- If you purchased baggage for a flight to or from the United States, and we were unable to provide the service, you can request the refund. Learn about the exceptions where the request would not apply:
- If the baggage is delivered within 15 hours of your arrival at the destination.
- If the delay is not related to the payment of additional services.
- If the baggage is not claimed during a layover where you have separate tickets.
- If the baggage irregularity is a courtesy.
- If the connecting airport requires you to collect the baggage, and you choose not to pick it up from the carousel.
- Applies to tickets issued in Mexico with an origin in Mexico.
- For cancellation requests made within 24 hours after the issuance date.
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