Right of Withdrawal

Law 1480 of 2011 Consumer Statute

SATENA informs its users that, in accordance with the provisions of Article 47 of Law 1480 of 2011, the passenger may withdraw from the transport contract by expressing their intention to withdraw within five (5) business days following the contract execution and the ticket purchase is made through non-traditional purchase methods (sales made through SATENA's Contact Center and Website). The Right of Withdrawal does not apply if the service provision is arranged to be executed before the five (5) business days following the purchase. For such purposes, the passenger must submit a request through the email reembolsospol@satena.com, invoking the RIGHT OF WITHDRAWAL, together with the following information and documents:

• Passenger's full name.
• Identification document number.
• Ticket or reservation number.

Once the above procedure is completed, the airline will refund all amounts paid by the user except for taxes, fees and/or contributions that by regulation are non-refundable, such as, among others, the amount corresponding to the Administrative Fee (mandatory non-refundable charge - Art. 3° Resolution No. 3596 of 2006 Civil Aeronautics), no later than within thirty (30) calendar days, counted from the moment the user exercised their right.

The right of withdrawal is subject to the regulations that develop, modify or repeal it in accordance with the provisions of the Consumer Statute and the Aeronautical Regulations of Colombia.