Travel agents may process direct refunds (RD) through their respective GDS, only for those cases that refer to the refund of taxes or fees (fare regulation). 

• No refunds allowed for L8, YR, CP taxes. 
• L8 and YR taxes are non-refundable.
• Refund for the PE, AR, DL, ZK, QN, O5, Q1, S5, UY, MX, XO and DO taxes , will depend on the tari regulation and whether or not refunds are allowed. 
• Exception: in case of incidents during the process, it can be requested via ARC/BSP, including screen-shot displaying the error presented. 
• In the event of a no-show (status NOGO -CKIN), the agency must submit a refund request through BSP to request a refund of boarding fees. 
• If the ticket status remains OK and the fee refund is due, the agency will have to manage the refund through GDS. 

Travel agents may submit requests via ARC/BSPLINK for a total refund (RI), detailing fees and taxes, for the following reasons:

In all cases, a Credit Note (due to local tax requirements) must be included in the ARC/BSP application. 

In case of NOT complying with the points indicated, the application will be rejected and the respective charges are generated plus penalty for non-compliance with regulation through ADM. 

• The refund will be for the full amount of the ticket as long as the ticket is valid. If the ticket is no longer valid, after 12 months of issuance, the passenger must apply directly to the agency for the refund of fees. 
• The ticket is valid for 12 months from the date of issuance.

Mixed returns: 

There may be cases where the refund process, if applicable, must be managed both through the travel agency and SKY, which we detail below: 

• Agency issued tickets & Sky issued EMD-A: agency processes ticket refund & Sky processes EMD refund. 
• Agency issued ticket with modification by Sky: Sky retains control of ticket, and will process refund. 
• For mixed refunds, agency must insert ticket with “Exchange” status via BSP/ARC operational platform. 
• For agencies in the USA, it is not possible to request a refund through the system, so they must request a refund by email yo Agency Support.

Returns inquiries:

The travel agent should always check the status of their returns directly through ARC/BSP Link, before channeling any inquiries through Agency Support.

• The travel agent may channel their queries regarding returns through the Agency Service Channels of their country, detailed below. 
• Inquiries may be channeled via email or telephone.  
• The type of queries that can be made are:
  • Refund status: whether it is submitted, pending, or processed. Validate directly in ARC/BSP Link, before generating a query. 
  • Reason for refusal: to know the reason why your request for refund was rejected. Validate directly in ARC/BSP Link, before generating a query. 
  • Proof of payment for direct (RD) and indirect (RI) refunds: obtain a copy of receipts associated with a return already processed.
• The response time to these queries will be 6 business days or as soon as possible.