Rules to consider

Voluntary changes to unused tickets
Whenever a change to the ticket initially issued is requested, the recalculation is made from the beginning of the trip. The fare must be of equal or greater value than the one initially paid, and the change penalty, if any, will refer to the previous ticket fare.

• if the change concerns the entire trip, where there is a fare combination and the reissue is carried out in a single transaction, the most restricted fare penalty should be charged.
• if the change concerns only one fare component, the fare regulation for this component must be complied with.

Fares do not allow Downgrade, except:
  • YSP/ YSPB and YRDSP/YRDSPB when reissued to YSDSP/ YSDSPB;
   • between YRDSP/ YRDSPB and when reissued to YRDSP/ YRDSPB;
  • S4 liberalized routes, when reissued to Resident (RD) or Student (SD) - (when the passenger changes from a liberalized to a non-liberalized route)

Whenever a change to the ticket initially issued is requested, the recalculation is made in the component to be changed, taking into account the fares applied throughout the trip, but always for a fare equal to or greater than the one paid, applying the penalty if any.

Fares do not allow Downgrade, except:
  • YSP/ YSPB and YRDSP/YRDSPB when reissued to YSDSP/ YSDSPB;
  • between YRDSP/ YRDSPB and when reissued to YRDSP/ YRDSPB;
  • S4 liberalized routes, when reissued to Resident (RD) or Student (SD) - (when the passenger changes the route from a liberalized to a non-liberalized route).

Voluntary change on/for the day of travel
All voluntary changes made on the day of the trip and for a later or previous flight to the initially scheduled, provided that the day of the trip is not changed and the same route is maintained, are exempt from penalty. This change is only possible on flights operated by SATA. In these situations, only a difference in fare will be charged, if applicable.
This penalty exemption does not apply in cases of No-Show, so the passenger must update the ticket before the flight originally booked.

Refund request for unused tickets
Check if the ticket status is open and if the fare is refundable or not.
The amount to be refunded is calculated component by component, that is, the sum of both penalties is charged. However, when one of the components is nonrefundable the other may be, applying its respective penalty, if any.
Airport fees not flown are always refundable.
YR and YQ fees are refundable only when fares are also refundable.

Refund requests for partially used tickets
Check if the ticket status is open.
Check if the fare can be sold for ow’s and if refunds are allowed. If yes, they will be equivalent to the non-flown component, charging the respective penalty, if applicable.
If the fare cannot be sold for ow's and allows refunds, it will be necessary to recalculate to the next fare (keeping the same compartment) that allows OW and refund the difference, charging the penalty, if applicable.
Airport fees not flown are always refundable.
YR and YQ fees are refundable only when fares are also refundable.

No-Show
It is considered a No-Show, every passenger who changes/cancels bookings and doesn’t update the ticket before the departure of the initially booked flight, that is, reissue/refund of the ticket before the original flight is mandatory.

Ticket expiration
  • A year from the date of issue, if the passenger hasn’t started the trip.
  • Up to one year after the start date of the trip.

SMS notifications will be sent in the following situations:
 • Flight delay
 • Changes to schedule
 • Simple accommodation (from 1 flight to 1 flight)
 • Complex accommodations (1 flight to 2 flights; 2 flights to 1 flight; 2 flights to 2 flights)
 • Reseating
 • Waiting list confirmation

I) Deadline for special services requests
Requests for special assistance services must be made up to 48 hours before the estimated flight departure time. The confirmation of these requests requires verifying the availability of flights and equipment and, in some cases, a contact with other service providers. So, if the request is made within 48 hours before the flight, there may not be enough time for the necessary verification, making it impossible to confirm the request.

For a special service request that requires documentation, the passenger must show up at the airport 1 hour before the scheduled time for check-in.

Special services that require early check-in are:
 • Passengers with reduced mobility (PMR´s) and disabled passengers;
 • Unaccompanied infants;
 • Passengers traveling with pets;
 • Passengers carrying weapons and ammunition;
 • Passengers carrying sports equipment.