At Viajealcielo.com we understand that there are situations in which you may need to cancel your plane tickets urgently. We outline our cancellation and refund policy below to make sure you are aware. Our website is committed to customer satisfaction and therefore we offer to cancel your tickets without charging cancellation fees if you cancel within 24 hours of booking. However, if you cancel your ticket more than 24 hours after booking, the refund will be subject to the airline's policies. We understand that sudden changes may occur due to emergencies, which will result in the cancellation of your reservation and a refund of the amount paid at the time of reservation. While we fully support your rights as a consumer regarding cancellation and refund, we want to clarify that certain factors, including the refund process, may make it impossible to process the refund, although we would like to do so. We suggest our clients review our transparency policies before booking with viajealcielo.com.
CANCELLATION
Here are the eligibility details to cancel your reservations made with viajealcielo.com.- Cancellation after 24 hours of the reservation does not imply any refund.
- We only allow cancellations made through phone calls.
- We do not accept cancellations by mail.
- Depending on bookings made with us, most bookings are non-refundable based on airline policies.
- We do not guarantee any refunds after cancellation of your reservations; It depends solely on the refund policies of the airline and hotel.
- If it is not an "absent". No-show refers to a situation in which a passenger is not present at the time of boarding and does not provide information about it to the airline. In most cases, a "no show" booking is not eligible for any exemption from the supplier regarding refund processing.
REFUND
We have made our refund policies customer friendly regarding cancellations made on our website. Refunds are subject to airline and hotel policies, and we do not guarantee any refunds.
- Cancellations made within 24 hours of booking are only subject to refund.
- We refund to the same account from which the reservation was made; We cannot accept a different mode/account to transfer the amount.
- It takes 10-15 days (approximately 2 weeks) to issue a refund to the original payment method.
- The bank may take more days to reflect the amount in your account.
- Sometimes, in exceptional cases, it may take 60 to 90 days (about 3 months) to reflect the amount in your bank balance.
- We only refund the service charge if the cancellation is made within 24 hours of booking.