Dismissal and withdrawal rights

LEGAL BASIS FOR WITHDRAWAL AND CANCELLATION FOR CUSTOMERS WITH ORIGIN OR DESTINATION IN COLOMBIA.

The concepts and restrictions below are based on the laws governing the same in Colombia: Law 1480 of 2011, Article 47, Decree 1499 of 2014, Commercial Code: Art. 1878.

Resolution 01375 of June 11, 2015 was provisionally suspended by the Auto of November 28, 2019 issued by the Consejo De Estado, Sala de lo Contencioso Administrativo -Sección Primera. Temporarily the provisions of the Right of Withdrawal of Article 47 of Law 1480 of 2011, Consumer Statute, apply.

RETRACT

Definition of Retract:

The right of withdrawal is regulated in Article 47 of the Consumer Statute and refers to the possibility available to the consumer so that, in the events in which he/she acquires a service from the airline, through non-traditional or remote systems, he/she may withdraw from such acquisition within five (5) working days from the date of purchase of the ticket, provided that the service has not been initiated before five (5) days.

When the right of Retract applies:

The Right of Retract l may be exercised within a maximum term of five (5) business days following the purchase of the ticket, provided that the service has not been initiated before five (5) days.

The right of Retract is applicable to sales by non-traditional methods, tickets purchased on the portal www.arajet.com/en with origin in Colombia or sales made through the Contact Center in Colombia.

If the sale is made through a travel agency, the passenger must request the withdrawal directly with the agency that made the sale of the ticket; the latter will carry out the procedure and due diligence to verify the origin of the withdrawal and will directly advance the respective procedure before Arajet.

Amounts to be reimbursed:

For cases where the Retract applies, ARAJET will reimburse 100% of the amount paid by the customer, without applying any penalty.

WITHDRAWAL

Legal definitions:

The withdrawal is the right of the passenger to cancel the trip before it starts regardless of how it was purchased.

In cases of cancellation by the passenger, Arajet will withhold 10% of the value received for the fare plus YQ, excluding taxes and administrative fees. When the passenger's cancellation occurs because of any variation attributable to the airline in the time of the flight, or its conditions to such an extent that under the new circumstances, the airline considers that it is no longer useful or convenient, there will be no penalty or percentage reduction for reimbursement.

Passengers may cancel the trip before its initiation, giving notice to the carrier or the travel agency at least 24 hours prior to the flight.

Refund Conditions:

• When not applicable: Withdrawal does not apply for promotional or non-refundable fares if these are previously informed in the Civil Aeronautics.
• Deadlines for refunds: The airline or travel agent must reimburse the passenger within a maximum period of 30 calendar days from the communication of withdrawal.

If the sale is made through a travel agency, the passenger must advance the withdrawal directly with the agency that made the sale of the ticket; it must verify its origin and directly advance the respective procedure before Arajet.

Delayed baggage and Operational Changes

Reimbursable expenses:

If a passenger's baggage, accompanied or unaccompanied, does not arrive, or if it arrives on another flight, in a manner that involves waiting for its owner or having to return to the airport to claim it, the cost of the transfers to and from the airport if necessary, will be borne by the carrier. In such cases, the carrier will also pay the passenger the minimum expenses for personal hygiene items or provide such items. If the delay of the baggage is more than twenty-four (24) hours, the compensation will also include a sum sufficient to purchase basic clothing, in any case not less than twenty percent (20%) of the value of the trip for each day of delay, to each passenger affected.

Notification of Operational Changes:

In case of occurrence regarding the flight, schedule, or in general, any aspect that affects the agreed reservation, we will inform the passenger by the fastest possible means (telephone, fax, e-mail, text message by cell phone, etc.) no later than twenty-four (24) hours prior to the flight.

Except for the above, sudden and unforeseen changes caused by situations such as weather, technical failures, operational conditions, or others occurring less than twenty-four (24) hours prior to the flight, which prevent its regular and timely execution and we will inform the passenger as soon as possible, by the means mentioned above.