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Dear Travel Agencies,

We would like to inform you that, effective August 6, 2026, we have updated our policy on changes and refunds due to illness or death in order to strengthen the applicable guidelines, clarify the accepted documentation, and ensure consistent handling of requests processed through travel agencies.

Effective with this update, the following guidelines must be followed:

• Refunds for terminal illness are no longer applicable.

  • Refunds for illness will apply only when permitted by the fare family conditions of the ticket or in accordance with the procedure established to comply with DOT regulations or other applicable regulations in the countries where we operate.

• Death or medical certificates will be accepted as supporting documentation, provided they meet the criteria defined in the current policy.

  • QR codes will not be accepted as medical proof of illness or death.

• Reinforcement of the procedure for death-related refunds for travel agencies.

We remind you of the importance of verifying each case based on:

• The fare conditions of the ticket.

• The supporting documentation submitted.

• The applicable regulations based on the country of issuance or processing.

To view the complete policy, access to our Agency Portal.

Compliance with these guidelines will allow for a more efficient and consistent evaluation of requests.