COVID-19 Change Policy

Whether you have an existing reservation or are looking to make a new reservation with flexibility, we have created several options to assist you during these unprecedented times.  

Existing Reservations 
Vor tickets issued prior to March 10, 2020 and with viaje through 30 de abril de 2020: 

  • Customers may make a one-time change to their itinerary without a change/cancel fee.

Flexibility for new bookings
Vor tickets issued March 10 through 15 de abril, 2020: 

  • Customers may make a one-time change to their itinerary without a change/cancel fee.

You can now change or cancel your flight through our online change/cancel tool without incurring a change fee, per our policies below. Simply visit the Mi viaje page to make changes to your reservation. You’ll need to have your confirmation number handy to look up your reservation. 

Change/Cancel Policy For Bookings Made March 10 to 15 de abril 

Terms and conditions | Updated Marzo 31, 2020

To provide you with additional flexibility, bookings made between March 10 and 15 de abril, 2020 will be permitted a one-time change to travel plans without a fee. Changes under this special waiver are subject to the terms and conditions below; additional restrictions may apply.

  • Customers can complete a one-time change free of charge as below:
    • Change to new flight of equal or lesser value: change fee waived, no residual value retained by customer
    • Change to new flight at higher price: change fee waived, customer pays fare difference, if any.
    • Cancel flight: cancel fee waived, customer retains the value of the ticket to be applied toward the purchase of a future ticket to be booked within 90 days of cancellation for travel available through the selling schedule.
    • To change your reservation, visit the My Trip page. The change fee will automatically be waived.
    • To cancel your reservation and retain the value of your ticket to be applied towards the purchase of a future ticket within 90 days of cancellation, please visit My Trip to manage your booking.
  • For changed flights, travel must be completed by November 9, 2020
  • All tickets are nonrefundable unless otherwise specified in the Contract of Carriage

Change/Cancel Policy For Bookings Made Prior to March 10

Terms and conditions | Updated March 19, 2020

To provide you with additional flexibility, bookings made prior to March 10 with original travel dates between 10 de marzo, 2020 and 30 de abril, 2020 will be permitted a one-time change to travel plans without a fee.

Changes under this special waiver are subject to the terms and conditions below; additional restrictions may apply.

  • Customers can complete a one-time change free of charge as below:
    • Change to new flight of equal or lesser value: change fee waived, no residual value retained by customer
    • Change to new flight at higher price: change fee waived, customer pays fare difference
    • Cancel flight: cancel fee waived, customer retains the value of the ticket to be applied toward the purchase of a future ticket to be booked within 90 days of cancellation for travel available through the selling schedule.
    • To change your reservation, visit the My Trip page. The change fee will automatically be waived.
    • To cancel your reservation and retain the value of your ticket to be applied towards the purchase of a future ticket within 90 days of cancellation, please visit My Trip to manage your booking. The cancel fee will automatically be waived.
  • For changed flights, travel must be completed by November 9, 2020
  • All tickets are nonrefundable unless otherwise specified in the Contract of Carriage

Terms and conditions | Updated March 19, 2020

To provide you with additional flexibility, bookings made prior to March 10 with original travel dates between May 1, 2020 and May 31, 2020 will be permitted a one-time change to travel plans without a fee, when changes are made through March 31, 2020. Standard change/cancel fees will apply from April 1, 2020 onwards.

Changes under this special waiver are subject to the terms and conditions below; additional restrictions may apply.

  • Customers can complete a one-time change free of charge as below:
    • Change to new flight of equal or lesser value: change fee waived, no residual value retained by customer
    • Change to new flight at higher price: change fee waived, customer pays fare difference
    • Cancel flight: cancel fee waived, customer retains the value of the ticket to be applied toward the purchase of a future ticket to be booked within 90 days of cancellation for travel available through the selling schedule.
    • To change your reservation, visit the My Trip page. The change fee will automatically be waived
    • To cancel your reservation and retain the value of your ticket to be applied towards the purchase of a future ticket within 90 days of cancellation, please visit My Trip to manage your booking.
  • For changed flights, travel must be completed by November 9, 2020
  • All tickets are nonrefundable unless otherwise specified in the Contract of Carriage

Questions About Our COVID19 Policy

Updated March 19, 2020

I have a flight coming up, what is the latest time I can make changes?

Changes must be made 24 hours prior to departure to receive a fee waiver for reservations that qualify for our flexible travel policy. Applicable fees will apply for any changes made within 24 hours of departure. http://bit.ly/Flexible-Travel

If you’re waiving change fees, why is it costing me more to change my flight?

We are waiving change fees for reservations that qualify for our flexible travel policy, but fare difference may apply. If the new flight you're selecting is more than the originally purchased flight the difference in fare will apply and can be paid using a valid credit card.

How can I cancel online?

You can cancel your travel by visiting the "My Trips" section of the website. Enter the passengers last name and confirmation code.

Can we extend the travel credit beyond 90 days?

Credits can not be extended however you don't have to travel within 90 days, travel must be reserved within 90 days. You can book travel as far out as the schedule allows which is currently November 9, 2020.

Can the credit only be used toward a future flight of the person that booked? Or, can the Credit be used toward anyone?

Los créditos no son transferibles y solo se pueden canjear a nombre del pasajero a quien se le entregó. One or more of the passengers on the original reservation must be on the new booking the credit is being applied to.

For people who have booked with miles, how do they get a credit?

Any changes to qualifying award tickets can be submitted via our webform here and select “COVID-19 Cancel” in the drop down.

When someone buys trip insurance, and tries to cancel for refund, how should they go about it? Para todo lo relacionado con el seguro de viaje, puedes contactar a Travel Guard Insurance al 866-385-4839 y en travelguard.com. They should be able to help you with any questions you might have, or changes you would like to make

I submitted a request for cancel but haven't received a response. Is there anything else I need to do?

The volume of contacts we’re receiving is higher than normal and we are working diligently to process the requested cancellations. We apologize for the delay. You will receive an email from us as soon as your cancellation request has been completed. If you wish to cancel travel, please try online by visiting the My Trips section of our website.