Tickets purchased through our Contact Center or to the customer, or representatives in the last 24 hours may qualify for exemption from charges of cancellation or change according to our policy of IM.

You can apply for a refund for any fees that allow reimbursement. Depending on the rules of the fare purchased, you can apply a surcharge for the cancellation. Most of the fees are non-refundable, and are not eligible for refunds volunteers. However, the value of your ticket could in some cases be applied to the price of a new ticket, for a charge.

The amount of the reimbursement that you receive depends on several variables. For example, the tickets that are only partially used shall be calculated according to a prorated amount based on the rules of the purchased ticket and segments routes. The charges and surcharges charged with respect to the ticket will be refunded only if relevant

All claims are subject to audit and final approval of the Department of reimbursements of IM. All reimbursements are credited to the form of payment for the original ticket. The processing of claims for lost tickets will take 90 days.

CAN I REQUEST REIMBURSEMENT OF A TICKET

Tickets may or may not be refundable, depending on the fare rules that apply to the ticket you have purchased. In the fare rules specifies if the ticket is refundable or not, as well as the amounts that should be discounted. If your ticket is refundable, will be deducted the penalty that has the fare.

If the ticket is not refundable in cash, you can use it as a form of payment for a new ticket. In the event that it is not in use, only may be reimbursed the charges that they apply (taxs and charges), except for taxs that are non-refundable.

If your ticket has not been used, we will refund the total amount paid, discounting:

• The penalty that specify the fare rule.

• Non-refundable taxs (in case of exist).

TO WHOM IT PERFORMS THE REIMBURSEMENT

The reimbursement is delivered to the person who paid for the ticket, then the submission of a satisfactory proof of purchase (invoice or credit card).

In the event of the death of a client, the reimbursement will be awarded to the immediate family or legal representative, after presentation of a certificate of death. In cases of disease, it is necessary to submit a letter membretada a doctor that indicate that the trip is contraindicated.

If the request is made by death or illness of a direct family member, it is necessary that the letter contains the name of the family and its relationship with the customer. It is considered as immediate family to the spouse, children (including adopted children), parents and brother(s) or sister(s).

WHEN CAN I REQUEST REIMBURSEMENT OF THE TICKET

The reimbursement must be requested during the validity of the ticket. After the expiration date of the ticket, you will not be able to request reimbursement. Check with our Reservation Center, the validity of your ticket.

WHERE SHOULD I REQUEST REIMBURSEMENT

You must go to the place where you made the purchase. If you purchased the ticket at a travel agency, you must go to the same to request refund; or if the purchase is made in a Sales Office our, should be addressed to that office.

Only may reimburse the tickets in the country where it was the sale. The reimbursement will be made in the same form of payment and the currency in which you made the purchase.

THAT TIME DELAY TO COMPLETE THE REIMBURSEMENT

The time for payment of a refund depends on the form of payment that was used for the purchase of the ticket:

• If the ticket was purchased with credit card: The refund will be reflected in one of the next two account statements for the card from the reimbursement request. This will depend on the billing cycle of your credit card company.

• If the ticket was purchased for cash: The refund will be made immediately to the client.

• If the ticket was purchased with check: The ticket will be refunded by check which will be delivered in a maximum period of ten working days. If you request reimbursement after 30 days of having been issued the Ticket, you will have the option to request a reimbursement in cash, in which case you will be refunded immediately.

AS WILL BE CREDITED THE REIMBURSEMENT

Your refund will be credited to your original payment method, as follows:

a) Original Payment Method: cash, money order, bank check, bank check certificate, personal check or business*. Credit Card. Travel certificate or other credit stored in the process of purchase of the ticket. Any combination of the named above.

b) Refunded via check (can be issued personally in any representative office of tickets of IM in the city or within 20 working days if you receive by mail). Credit card payment methods based on individual the way that divided the original purchase.

* Is required proof of check accepted, as a canceled check or proof of banking, when requesting an immediate reimbursement in person. In these cases, the amount of the ticket, the ticket number of IM and the date of issuance must match the check paid.