These alternatives apply from January 19, 2026, in the event of illness of the passenger(s) on the reservation, family members of the passenger, or companions traveling within the same reservation or with the same travel dates and route.

Required Documentation:

To process the request, the travel agent must send a medical leave certificate, sick leave certificate, or medical certificate to Agency Support, depending on the country. The document must include the following four minimum formal requirements:

• It must refer to a health situation (e.g., rest, surgery, emergency, or hospitalization). 
• It must contain information that identifies the issuing professional or institution (e.g., name, ID or medical registration number, signature, digital seal, stamp, and/or institution letterhead). 
• It must include information that identifies the patient (e.g., first and last name and/or ID number). The dates indicated must cover or be consistent with the travel period.
• Once authorization is obtained from Agency Support, the travel agent may proceed.

Options:

1 - Changes

You can request a change of name and/or date and/or route (same country) without penalty, paying only the fare difference, if any. When reissuing and waiving the penalty fee, the "W05" endorsement must be entered in the mandatory field. The deadline for submitting a request is 24 hours after the flight departure.

The travel agency must follow the voluntary reissuance procedure using the mandatory "W05" endorsement, with the corresponding support from Agency Support. The deadline for submitting a change or refund request to Support is 24 hours after the flight departure.

2 - Refunds

You can request a 100% refund of unused segments to the original payment method through BSPLink, attaching an email with authorization from Agency Support and including the "W05" reason for refund in the mandatory field. Application deadline: up to 30 calendar days, for cases of illness or hospitalization, after the original flight date to request a refund and attach the necessary documentation.

The following table displays the waivers authorized for use by travel agencies in case of exchanges, refunds or retractions:

These alternatives apply in the event of death from January 28, 2026:

• Passenger on the reservation. 
• Immediate family members of the passenger (parents, children, siblings, spouses). 
• Companions traveling on the same reservation or with the same travel dates and route.

Required documentation:

To process the request, the travel agent must send the following to Agency Support:

• The corresponding death certificate. 
• The death must have occurred between the purchase date and the flight date.

Once authorization is obtained from Agency Support, the travel agent may proceed.

Option:

1 - Refund

A 100% refund of unused segments can be requested to the original payment method through BSPLink, attaching the email with authorization from Agency Support and including "W05" in the "reason for refund" field (mandatory). Application deadline: up to 3 calendar months after the original flight date in cases of death. The required documentation must be attached to request the refund.