Introduction

At Vuelo Express, customer satisfaction is our top priority. We understand that travel plans can change unexpectedly due to various reasons, and we aim to accommodate our customers as much as possible under such circumstances. Our refund policy is designed to be transparent, fair, and straightforward, ensuring that you have a clear understanding of the process and criteria for obtaining a refund.Whether a flight cancellation occurs due to unforeseen events or a personal change in your travel itinerary, Vuelo Express is committed to providing you with timely and efficient support. We strive to handle all refund requests with the utmost care and consideration, recognizing the importance of flexibility and responsiveness in delivering excellent customer service.This policy outlines the terms and conditions under which refunds are granted, the steps required to request a refund, and the applicable timeframes for processing. Our goal is to make the refund process as seamless and hassle-free as possible, providing peace of mind and confidence in your choice to book with Vuelo Express.

Eligibility for Refunds

Cancellation by Vuelo Express

Vuelo Express endeavours to maintain a reliable flight schedule. However, there are occasions where we may need to cancel a flight due to operational, technical, or external factors. In such cases:

• Passengers will be eligible for a full refund of the ticket price.
• Vuelo Express will process these refunds promptly, typically within 7-10 business days from the date of cancellation.
• In addition to a full refund, passengers may also be offered alternative travel options or compensation as per the airline's policies.

Passenger-Initiated Cancellations

We recognize that passengers may need to cancel their travel plans due to various personal or professional reasons. Refund eligibility in such cases depends on the fare type purchased:

Refundable Tickets: These tickets provide greater flexibility. Passengers holding refundable tickets are eligible for a full refund if the cancellation is made at least 24 hours before the scheduled departure time. No cancellation fees will be charged, and the full ticket amount will be credited back to the original payment method.

Non-Refundable Tickets: Passengers holding non-refundable tickets are generally not eligible for a cash refund. However, Vuelo Express offers a credit option for future travel. This credit can be used towards the purchase of another ticket within a specified period, subject to applicable fees and conditions. The exact terms and conditions for credit use will be communicated at the time of cancellation.

Medical Emergencies

At Vuelo Express, we understand that unexpected medical emergencies can disrupt travel plans. Passengers can apply for a refund under the following conditions:

• A valid medical certificate or documentation must be provided to support the refund request.
• The medical certificate should indicate that the passenger or an immediate family member is unfit to travel.
• All medical refunds are subject to verification and approval by Vuelo Express. We strive to handle these requests with sensitivity and urgency.

Special Circumstances

Bereavement: In the unfortunate event of the death of an immediate family member, passengers may be eligible for a refund. Appropriate documentation, such as a death certificate, will be required.

Military Duty: Passengers who are active duty military personnel and receive orders that conflict with their travel plans may request a refund. Proof of orders will be necessary for processing the request.

Force Majeure Events

In situations where flights are disrupted due to events beyond our control (natural disasters, strikes, severe weather, etc.), Vuelo Express will

• Assess the situation on a case-by-case basis.
• Offer refunds or travel credits as deemed appropriate, ensuring minimal inconvenience to our passengers.
• Provide timely communication and updates regarding the status of the flight and available options.

Online Refund Request

• Passengers can request a refund by visiting the Vuelo Express website and filling out the refund request form.
• Ensure all necessary information and documentation are attached for a smooth processing experience.

Customer Service

• Refund requests can also be made through our customer service hotline.
• Have your booking reference number and relevant documents ready when contacting customer service.

Processing Time

• Refunds are typically processed within 7-14 business days from the receipt of a complete refund request.
• The refund will be credited to the original payment method used during the purchase.

Additional Fees

• Certain refunds may be subject to service fees, which will be deducted from the total refund amount.
• These fees are applicable as per Vuelo Express policies at the time of ticket purchase.

Third-Party Bookings

• If the ticket was purchased through a travel agency or third-party website, additional fees might apply based on their refund policies.
• Contact the respective agency or website for detailed information.

Non-Refundable Items

• Additional Services: Fees paid for additional services such as seat selection, extra baggage, and priority boarding are non-refundable.
• Travel Insurance: Premiums paid for travel insurance are non-refundable.

Special Circumstances

• In cases of events beyond our control (natural disasters, strikes, etc.), Vuelo Express will handle refunds based on the specific circumstances.
• Passengers will be informed of their options at the time of such events.

Government Regulations

Refunds will be processed in compliance with applicable government regulations and airline industry standards.