Cancellation and refund

Cancellation of flights by the airline

If a flight is canceled or does not operate according to the flight schedule stated on the travel ticket, with the consent of the passengers, AnimaWings will act as follows:

1. It will transport the passenger on the first journey carried out by the company to the passenger's final destination, within the limits of available seats, without paying additional fees, and in case it is necessary, it will be able to extend the validity of the travel ticket, or
2. It will fully refund the amount paid by the passenger, the Company's liability ceasing from that moment.

In case of cancellation of a flight, the AnimaWings airline is not responsible for the recovery of the expenses incurred by the passengers for accommodation and other expenses that they may incur. Passengers are advised to obtain travel or holiday insurance covering the period of travel to minimize any financial loss due to cancellations or other unforeseen events.

Reimbursement

In accordance with the terms established in this Contract, travel tickets are in principle non-refundable, except for those tickets where the tariff expressly provides for their refundable nature, with or without the payment of a penalty.

In the event that AnimaWings cannot fulfill its transport obligation, it will refund the fare paid or a part of it, in accordance with this article:

1. Full refund of the amount written on the travel ticket, in the situation where the flight has been canceled and there is no possibility of offering an alternative.
2. If the flight of a segment of the route written on the travel ticket is cancelled, the amount refunded to the passenger will be equal to the difference between the fare paid for the entire route and the fare applicable to the untraveled segment, or offer an alternative flight segment, depending on the airline's operating schedule and the passenger's request.

Refunds are made only to the persons whose name is written on the travel ticket or to those who made the payment, based on the presentation of the ticket and the document certifying the payment.

Refund requests are made by contacting the Customer Service Department, in writing, by sending an email to: [email protected]. The request must include the passenger's name as it appears on the ticket, proof of payment and the ticket itself.

The refund will be made in the same currency that was used to pay for the travel ticket and to the same bank account from which the initial payment was made.

If the passenger accepts another form of reimbursement or compensation (additional Company services/vouchers/credit), the provisions of this article apply to that reimbursement alternative.

Cancellation of reservation at passenger's request 

If a passenger decides they no longer wish to travel with the airline, they may request, no later than 30 (thirty) days from the scheduled flight date, a refund of the airport taxes paid, subject to payment of a processing fee, if applicable. None of the other amounts paid by the passenger are refundable, unless expressly stated in the fare conditions.

CANCELLATION can be made under the following conditions:

Business Class:

ANIMA BUSINESS FLEX (C, D, I, J, Z, W classes):

• Cancellation is allowed free of charge.
• Fully refundable up to 24 hours before the flight.

ANIMA BUSINESS (C, D, I, J, Z, W classes):

• The ticket is non-refundable.
• Only the value of the taxes will be refunded.

Economy Class (all Y, U, M, K, V, T, N, H, P, Q, X classes):

• The ticket is non-refundable.
• Only the value of the taxes will be refunded.

In the event of the death of a person during the journey, the validity of tickets for those accompanying the deceased passenger may be extended. In the case of the death of the spouse or a close family member accompanying a person who has commenced the journey, the validity of the passenger's tickets and those of their close family members may be adjusted in the same manner. The aforementioned adjustments may be made based on the death certificate. The extension of ticket validity cannot exceed 45 days from the date of death.

In the event of serious illness that makes a passenger's travel impossible, cancellation may be made at the discretion of the airline.

In case a change of travel date is necessary due to medical reasons, Animawings reserves the right to waive any restrictions or fees, subject to receipt of appropriate supporting documents from the passenger before the scheduled travel date.