MCOs are travel coupons issued as credits to pay for services rendered with the airline (tickets), they are valid for one year from their issuance, they are not refundable in cash, they are not endorsable and if they expire or are lost they cannot be referred. With this coupon you can pay for services (tickets) only (not taxes) up to the amount specified in it.
They can be used as a form of payment for a new ticket; This must be in the name of the same passenger of the original ticket. Partially used tickets may or may not be refundable depending on the regulation of the purchased fare.
Refunds will be granted through the issuance of an MCO (credit note) and that it can be made at any of our commercial offices. It is important to note that the passenger must present the sworn statement of not having used his CADIVI space and that the respective penalty will be deducted for not having made his flight on the scheduled date. 100% used tickets are non-refundable.
Tickets not used for reasons beyond the control of the airline, are refundable by issuing a credit note (MCO). This credit note (MCO) can be used as a form of payment for a new ticket, discounting the penalty specified in the fare regulation.
The credit note (MCO) is made in the name of the beneficiary of the ticket or the payer of the same, after the presentation of a satisfactory proof of purchase (invoice or credit card statement).
If the unused ticket is international, you must deliver at the time of requesting the credit note (MCO), a copy of the closing affidavit, provided for in Administrative Order No. 009 dated 11/27/2009 issued by CADIVI that certifies the trip for which the currency was obtained has not been made. If the passenger claims to have traveled with another airline, he must also present a copy of the ticket used for the trip, as well as a copy of the sworn statement provided for in the indicated Administrative Order No. 009. If the passenger claims that they have not processed foreign currency with CADIVI, they must submit a sworn statement that includes date, name, surname and identification number.
In cases of illness, reimbursement may be requested in the same form of payment and currency in which the purchase was made. For this, it is necessary to present a medical report indicating that the trip is contraindicated.
In the event of the death of a beneficiary, the credit note will be granted to the immediate family member, after presentation of the death certificate. The immediate family is considered to be the spouse, children (includes adoptive), parents and brother (s) or sister (s).
If the refund is authorized, it will apply only to those tickets in the country where the sale was made. The refund will be made in the same form of payment and currency in which the purchase was made.
The refund must be requested during the validity of the ticket.
Certain charges apply among which can be mentioned; The penalty that specifies the regulation of the fare, airport taxes that do not apply to reimbursement and other government taxes of each country that have the reimbursement of the same restricted.
Tickets that have more than one fare issued will be governed by the most restrictive fare on the ticket.
The beneficiary must make a letter of authorization in the event that the refund is requested on behalf of a third party.
In the event that the beneficiary is a minor, the credit note (MCO) will be made in favor of the ticket payer.
The time for the payment of a refund depends on the form of payment that was used for the purchase of the ticket.
The reimbursement request form and the documents to be consigned must be delivered to the nearest commercial office or sent by email to the address email@example.com
In the event that CONVIASA is responsible for the interruption of the journey, due to attributable causes, for example, mechanical failures of the aircraft, maintenance, logistical problems with the equipment, among others, the user may request a total or partial refund of their ticket , according to the case. This type of refund is called involuntary and there is no penalty. You must fill out the following form and deliver it to the nearest commercial office.
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