Can I get a refund for an additional service?

If you purchased any additional service (such as additional baggage, seat selection, among others) and your flight was affected due to rescheduling, change of aircraft, or cancellation, you may request a refund for the additional services purchased.

To make your request, go to our Refunds page, select the option "Request refund", then select "Ticket number or Document Number (EMD)" and complete the fields with the information as it appears in the reservation.

Note that the EMD (Electronic Miscellaneous Document) is the document on which additional services are issued, and is different from the ticket number. It is located in the PDF we sent to your email at the time of finalizing the purchase, under the title Electronic Miscellaneous Document Receipt (EMD)



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