Complicated question about flights to Colombia

[MariaRubia]

I know there are a couple of people on here who know a lot about Aviation so I am hoping someone can help. I booked some flights to Colombia with Arajet. On their website they have a page about my right to Desestimación, which seems to suggest that if I cancel the flight more than 24 hours before departure, I should get 90% of what they have charged refunded, under Colombian law. It's in Clause 3 of the page below:

AraJet

www.arajet.com

So far they keep going round in circles saying that all they have to refund are the taxes, despite this page on their website saying that I should get 90% back. What are people's thoughts on this? Am I right in saying that I should get the 90% back? And if I am, what would people suggest I do? I can do a chargeback with my bank here and I guess there are formal routes to complain to civil aviation authorities. But firstly I just wanted to check whether my interpretation is correct.

 

[Father Guido]

found this online

I know there are a couple of people on here who know a lot about Aviation so I am hoping someone can help. I booked some flights to Colombia with Arajet. On their website they have a page about my right to Desestimación, which seems to suggest that if I cancel the flight more than 24 hours before departure, I should get 90% of what they have charged refunded, under Colombian law. It's in Clause 3 of the page below:

AraJet

www.arajet.com

So far they keep going round in circles saying that all they have to refund are the taxes, despite this page on their website saying that I should get 90% back. What are people's thoughts on this? Am I right in saying that I should get the 90% back? And if I am, what would people suggest I do? I can do a chargeback with my bank here and I guess there are formal routes to complain to civil aviation authorities. But firstly I just wanted to check whether my interpretation is correct.

found this online, "You can request the cancellation of your Reservation and receive a full refund within a period of 24 hours from the time you made the purchase. However, there is an exception: you will not be able to get a full refund if your first flight is scheduled to depart in less than 7 calendar days from the date of purchase, even if you meet the requirement to cancel your purchase within the first 24 hours. If you contact us not meeting at least one of the two mentioned conditions, you will be allowed to cancel your Reservation and obtain a refund only for those refundable amounts such as taxes or fees that the airline has not paid to a third party, as described in Article 10 of our conditions of carriage. Additionally, you may request a flight change or a customer name change, subject to applicable Service Charges and payment of any fare difference between the fare paid at the time of booking the Reservation and the fare applicable to the new date you wish the change to apply. To submit your request, please complete the form at https://arajet.zendesk.com/hc/es-do/requests/new?ticket_form_id=7918131578644"

 

[Adrian]

I know there are a couple of people on here who know a lot about Aviation so I am hoping someone can help. I booked some flights to Colombia with Arajet. On their website they have a page about my right to Desestimación, which seems to suggest that if I cancel the flight more than 24 hours before departure, I should get 90% of what they have charged refunded, under Colombian law. It's in Clause 3 of the page below:

AraJet

www.arajet.com

So far they keep going round in circles saying that all they have to refund are the taxes, despite this page on their website saying that I should get 90% back. What are people's thoughts on this? Am I right in saying that I should get the 90% back? And if I am, what would people suggest I do? I can do a chargeback with my bank here and I guess there are formal routes to complain to civil aviation authorities. But firstly I just wanted to check whether my interpretation is correct.

The way I read it is that you must cancel the flight within 5 business days of purchasing the ticket, but not later than 24 hours before the flight. But I could be wrong!

 

[SKY]

Maria you have been here long enough to know that getting a refund from a Dominican company is like hitting the lottery...................

 

[MariaRubia]

The way I read it is that you must cancel the flight within 5 business days of purchasing the ticket, but not later than 24 hours before the flight. But I could be wrong!

There are two rules, both of which are set by Colombian law. One covers cancellation by me within 5 days, this is Para 2 on the page. And one covers Withdrawal which is covered by Para 3 on the page.

Withdrawal is the passenger's right to withdraw from the trip before it begins, regardless of the means by which it was purchased.

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

So basically, Colombian law says that I have the right to cancel 24 hours or more before the flight, and Arajet can retain 10% of what they charged, plus the YQ, excluding taxes and administrative fees. Arajet makes it clear that this is Colombia flights only and based on Colombian law - other carriers have exactly the same on their websites.

I am happy to fight them as they have obviously had to agree to do this to be able to run routes into Colombia and now they are blatently refusing to pay.

 

[M4kintosh]

Maria you have been here long enough to know that getting a refund from a Dominican company is like hitting the lottery...................

Wrong. Arajet so far has been good with returns.

Booked a flight 2 weeks ago to Cartagena via PUJ flying them.

Found a simple mistake on my side while filling the paperwork online.

Called customer service 24 hours after I made the booking, and they helped me through the process filing a claim online.

In 5 working days they send me an email that the refunds were done. Checked with my bank (Popular) the next day, but Arajet triggered the refund to my credit card the day before.

So far so good.

 

[Northern Coast Diver]

There are two rules, both of which are set by Colombian law. One covers cancellation by me within 5 days, this is Para 2 on the page. And one covers Withdrawal which is covered by Para 3 on the page.

Withdrawal is the passenger's right to withdraw from the trip before it begins, regardless of the means by which it was purchased.

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

So basically, Colombian law says that I have the right to cancel 24 hours or more before the flight, and Arajet can retain 10% of what they charged, plus the YQ, excluding taxes and administrative fees. Arajet makes it clear that this is Colombia flights only and based on Colombian law - other carriers have exactly the same on their websites.

I am happy to fight them as they have obviously had to agree to do this to be able to run routes into Colombia and now they are blatently refusing to pay.

I didn't know that Colombian law applied to purchases in the DR. I thought that legal language was to protect Colombian nationals.

 

[El Hijo de Manolo]

I know there are a couple of people on here who know a lot about Aviation* so I am hoping someone can help. I booked some flights to Colombia with Arajet.**

* mistake #2
** mistake #1

 

[drstock]

* mistake #2
** mistake #1

If I understand your cryptic post correctly, you are saying it's a mistake to book flights with Arajet. Why? I went to Cartagena and back from Medellin with them a year ago with no problems at all.

 

[Northern Coast Diver]

If I understand your cryptic post correctly, you are saying it's a mistake to book flights with Arajet. Why? I went to Cartagena and back from Medellin with them a year ago with no problems at all.

I also flew with Arajet. New Airbus, on time, low price, nice crew, and you can even buy a snack or cocktail for cash. No complaints!

 

[El Hijo de Manolo]

If I understand your cryptic post correctly, you are saying it's a mistake to book flights with Arajet. Why? I went to Cartagena and back from Medellin with them a year ago with no problems at all.

See #2

 

[MariaRubia]

T

See #2

Lovely to have you back, I've missed you.

 

[MariaRubia]

Just an update. After I raised a support ticket for a THIRD time insisting that I get a refund under the terms of Desestimiento, Arajet sent a message to say that my refund was going to be processed along the terms of this agreement and they would be refunding everything apart from 10% of what they charged plus the YQ.

I will report back when I get the money, but it looks there is a different rule for flights to and from Colombia and these are refundable to 90% of what was charged if you cancel, under Colombian law. You just have to be very very persistent with Arajet to get the refund.

 

[Bred]

Recargo por combustible YQ -
No reembolsable - excepto Colombia

That's on their own web site. They should refund YQ too.