Refunds

Conditions for requesting ticket refunds

Below are the types of requests for money refunds and the corresponding areas for each of them. It is important to send the email to the specific address so that the required process is successful.

Note: Do not copy the request to all the emails indicated here.

Type of request:

Credit card payment reversal

Observation:
  • If you make an error and detect it, the request must be submitted the same day of the transaction. Service hours are from 06:00 to 23:30 Monday to Saturday and from 06:00 to 18:00 on Sundays and holidays.
  • NOTE: If your flight is confirmed the same day of purchase, reversal will apply as long as the request is made two hours before the operation begins.
Email:reversiones@satena.com
Type of request:

Debit card reversal

Observation:
  • 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 the same day of purchase, reversal will apply as long as the request is made two hours before the operation begins.
Email:Submit your PQRSD here
Type of request:

Reimbursement

Observation:

Applies to payments made to SATENA that have NOT generated ticket issuance, or requests for overpaid amounts and/or VAT refunds (all payment methods apply).

Email:reintegros@satena.com
Type of request:

Refunds for tickets issued directly with SATENA

Observation:

Refund requests (voluntary and involuntary), withdrawal or cancellation of tickets purchased through: SATENA offices, commercial agencies, website, and Contact Center.

Email:Submit your PQRSD here
Type of request:

Refunds for tickets purchased through travel and tourism agencies

Observation:

Refund requests (voluntary and involuntary), withdrawal or cancellation must be submitted directly to the travel and tourism agency.

Email:

You must contact the agency that sold the ticket.

Note: A refund is considered involuntary when there are causes attributable to the airline and/or force majeure duly justified by the customer.

Once the type of request is confirmed and identified as a refund, you must:

Send an email to the corresponding address as follows:

* The subject of the email must contain specific data that differentiates your request from others, such as: reservation record, ticket number, group name, or passenger’s full name.

* In the body of the email you must include:

  • Reservation record
  • Ticket number(s)
  • Passenger name(s)
  • Identification document number(s)
  • Reason for requesting the refund

a. Depending on the reason, you will be informed if additional charges apply for the refund.

b. Refunds will be processed according to the “fare conditions” informed and accepted at the time of purchase.

c. If requesting exemption from additional charges, you must attach legal supporting documents in PDF or JPG format, proving non-use of the ticket for involuntary reasons.

d. For exemption of additional charges due to illness, the customer must send a copy of the medical incapacity certificate issued by the Health Provider Entity (EPS) and/or prepaid medical service, duly registered with the Ministry of Health, covering the flight date. Under no circumstances are certificates from private doctors accepted.

NOTE: If your request involves several tickets, it must be submitted according to the payment method (Cash – Credit Card, PSE, Efecty, Bank Deposit).

Please note that the refund will be made according to the payment method used to purchase the ticket, and the return of funds will only be authorized to the payer. Details are presented below:

Payment method:

Debit card (PSE)

Authorized recipient of refund:

Account holder of the bank account from which the funds were debited.

Payment method:

Credit card

Authorized recipient of refund:

Holder of the credit card from which the funds were debited.

Payment method:

Efecty

Authorized recipient of refund:

Person registered as payer on the receipt generated as proof of purchase.

Payment method:

Bank deposit

Authorized recipient of refund:reversiones@satena.com
Payment method:

Cash

Authorized recipient of refund:

Passenger registered on the ticket unless there is a restriction in the reservation comments.

Payment method:

International debit card or e-commerce

Authorized recipient of refund:

Since this payment method does not allow refund scheduling, the refund will be credited to a national or international account.

Required documents for the request

You must ensure that documents are presented clearly and legibly, and files must be attached in PDF or JPG format.

Refunds for tickets paid in cash, bank deposit, debit card Efecty, and national e-commerce cards

The customer must fill out the “User Request” Form SAT-E-2025-1188 clearly, legibly, and completely through the PQRSD option at the following link.

Note:

  • If necessary, bank certification of the account or proof of purchase may be requested.
  • The design of the Refunds and/or Reimbursements Request Form cannot be modified.
  • If you have payment proof, you may attach it.

Refunds for tickets paid with national or international credit cards

The customer must fill out the “User Request” Form SAT-E-2025-1188 clearly, legibly, and completely through the PQRSD option at the following link.

Note:

  • If the credit card was canceled, you must send certification or clearance confirming termination of the contract with the bank. Additionally, you must provide in the Refunds and/or Reimbursements Request Form the details of a national savings or checking account in the cardholder’s name in the fields REASON FOR REFUND, TICKET DATA, ACCOUNT CREDIT.
  • If the customer does not have an outstanding balance on the credit card, the refund may be made in cash, deducting the respective bank commission. A copy of the statement must be presented to prove this, in order to avoid delays in processing by the bank.

Refunds for tickets paid with national or international debit e-commerce cards

The customer must fill out the “User Request” Form SAT-E-2025-1188 clearly, legibly, and completely through the PQRSD option at the following link.

A. National debit e-commerce card

Refunds and/or Reimbursements Request Form must be filled out clearly and legibly in the fields: REASON FOR REFUND, TICKET DATA, ACCOUNT CREDIT with the debit cardholder’s signature and a copy of the identification document.

B. International debit e-commerce card

Refund Request Form for International Bank Accounts must be filled out clearly and legibly in the fields: REFUND DETAIL OR CONCEPT – TICKET DATA – PAYMENT TO INTERNATIONAL BANK ACCOUNT with the international debit e-commerce cardholder’s signature and a copy of the identification document.

Additionally, you must send a bank certification issued by the entity confirming the data with which SATENA can schedule the credit to the account and fill out the PAYMENT TO INTERNATIONAL BANK ACCOUNT fields of the “Refund Request to International Bank Accounts” form.

Note: If bank certification is not presented and rejection occurs, you must assume the costs of the additional procedure generated.