Self-serve exceptions and refund policies
Refundable fares
Refundable fares
If your client purchased a refundable fare and would like to request a refund, please review the terms and conditions and follow the steps below.
Terms and conditions
- Applies to all origin/destinations.
- Applies to 838 tickets where the fare rules indicate the fare is refundable.
- Follow the original fare rules and, if applicable, charge the appropriate penalty fee.
- The fare and taxes (including YQ) are eligible for a refund with the exception of select non-refundable taxes. If the following taxes are refunded, an ADM will be issued:
- Non-refundable taxes: L8 and DO for Punta Cana (PUJ) and Puerto Plata (POP), Samana (AZS), La Romana (LRM)
How to request a refund
| Channel | Ticket status | Action | Waiver code/OSI |
|---|---|---|---|
| ARC/BSP agency | All statuses | Process in your GDS | Follow fare rules. Waiver code not required. |
All requests received or processed outside our terms and conditions are subject to an Agency Debit Memo (ADM).