MCOs are travel coupons issued as credits to pay for services rendered with the airline (tickets), are valid for one year from issuance, are not refundable in cash, are not endorsable and if they expire or are lost cannot be remitted.
The voucher may be used to pay for services (tickets) only (not taxes) up to the amount specified on the voucher.
They may be used as a form of payment for a new ticket; the new ticket must be in the name of the same passenger as the original ticket.
Partially used tickets may or may not be refundable depending on the fare regulation purchased.
Refunds will be granted through the issuance of an MCO (credit note) and can be made at any of our commercial offices.
It is important to note that the passenger must present a sworn statement of not having used his CADIVI quota and that the respective penalty will be deducted for not having made the flight on the scheduled date.
100% used tickets are non-refundable.
Tickets not used for reasons beyond the airline's control are refundable through the issuance of a credit note (MCO).
This MCO can be used as a form of payment for a new ticket, minus the penalty specified in the fare regulation.
The MCO is made out in the name of the person benefiting from the ticket or to the payer of the ticket, upon presentation of satisfactory proof of purchase (invoice or credit card statement).
If the unused ticket is international, at the time of requesting the credit note (MCO), a copy of the affidavit of closure, provided for in Administrative Ruling N°009 dated 11/27/2009 issued by CADIVI, certifying that the trip for which the foreign currency was obtained has not been made.
If the passenger claims to have traveled with another airline, a copy of the ticket used for the trip must also be submitted, as well as a copy of the affidavit provided for in the aforementioned Administrative Ruling N° 009.
If the passenger claims not to have processed foreign currency before CADIVI, he/she must submit a sworn statement including date, name, surname and identity card number.
In cases of illness, reimbursement may be requested in the same form of payment and currency in which the purchase was made.
A medical report indicating that the trip is contraindicated must be submitted.
In case of death of a beneficiary, the credit note will be granted to the immediate family member upon presentation of the death certificate.
Immediate family includes spouse, children (including adopted), parents and brother(s) or sister(s).
If reimbursement is authorized, it will apply only to those tickets in the country where the sale was made.
The refund will be made in the same form of payment and currency in which the purchase was made.
The refund must be requested during the validity of the ticket.
Certain charges apply, including but not limited to penalties specified in the fare regulation, airport taxes that do not apply to refunds, and other government taxes of each country that are restricted for refunds.
Tickets with more than one fare issued will be governed by the most restrictive fare on the ticket.
The beneficiary must provide a letter of authorization in case the reimbursement is requested in the name of a third party.
In case the beneficiary is a minor, the credit note (MCO) will be made in favor of the payer of the ticket.
The time for payment of a refund depends on the form of payment used to purchase the ticket.
The reimbursement request form and the documents to be submitted must be delivered to the nearest commercial office or sent by e-mail to the following address conviasa.clientes@conviasa.aero
In case CONVIASA is responsible for the interruption of the trip, due to attributable causes, for example, mechanical failures of the aircraft, maintenance, logistical problems with the equipment, among others, the user may request a total or partial refund of the ticket, as the case may be.
This type of refund is called involuntary and no penalty is applied.
You must fill out the following form and deliver it to the nearest commercial office.
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