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Refunds and exchanges request

Step 1: Enter your booking information
Please enter the passenger's last name(s) as you wrote them in your booking or the buyer's email. Remember that the data entered must be valid. If your booking is from an agency, you must enter the last name(s) of the passengers.
Please enter a valid reservation code

Booking code:


This is the current status of your booking:
Step 2: Select one of the following options

Do I have to pay for the change of date?

No. As your flight is affected by rescheduling you can request a change of date at no additional cost. If you then want to make a new change, the corresponding charges will be applied.

How long is the Gift Card valid?

You can use the Gift Card for 12 months from issuance.

Can I use the Gift Card more than once?

Yes, you can use the Gift Card until the balance is used up or until the expiration date.

How long does it take to receive the Gift Card?

It takes up to 48 hours for the Gift Card to arrive in the email associated with the reservation.

If you purchased from an agency, you should contact them so that they can provide you with an alternative.


Do I have to pay for the change of date?

No. As your flight is affected by rescheduling you can request a change of date at no additional cost. If you then want to make a new change, the corresponding charges will apply.

How long is the Gift Card valid?

You can use the Gift Card for 12 months from issuance.

Can I use the Gift Card more than once?

Yes, you can use the Gift Card until the balance is used up or until the expiration date.

How long does it take to receive the Gift Card?

It takes up to 48 hours for the Gift Card to arrive in the email associated with the reservation.

If you purchased from an agency, you should contact them so that they can provide you with an alternative.

Where will the refund be made?

The refund will always be made to the original payment method.

If you purchased from an agency, contact them to request a refund.

What happens if I bought the ticket at an agency or website other than JetSMART's?

You must contact the agency or website directly to request a refund of your boarding fees.

Can I request a full refund?

No, because your flight has not been affected, i.e. it maintains the original condition.

The Gift Card refund option is a flexibility granted by JetSMART.

How long does it take to confirm the change?

The change will be made within 24 hours and we will contact you by e-mail or phone number to inform you of the amount to be paid. Remember that the change is considered completed once the payment has been generated and/or you receive the new itinerary.

Where will I get my money back?

The refund will always be made to the original payment method.

Important: If you purchased from an agency, you must ask them to refund the fees.

What happens if I bought the ticket at an agency or website other than JetSMART's?

You must contact the agency or website directly to request a refund of your boarding fees.

Can I request a full refund?

No, because your flight has not been affected, it maintains the original condition.

Request your Gift Card with an additional 10% of the original amount of your booking.

Request your return to the original payment method

Request a change of date for your flight at no extra cost

Why was this option enabled?

Because your reservation was purchased with a promotion or flexibility offer. 

What can I request in this option? 

Here you can request 1 date change with NO "Change Fee" or "fare difference". 

Important: Consider that the change will be processed in a maximum of 48 hours.

Why was this option enabled?

Because your flight has NOT been rescheduled or canceled, you can ONLY request boarding fees. 

What can I request in this option? 

Boarding fees only

Why am I not refunded 100% of the amount paid? 

Because the conditions of your flight have not changed.

Why was this option enabled?

It is an exception that has been added as a commercial service.

What can I request in this option? 

Here you can request 1 date change with NO "Change Fee" or "fare difference" cost.  And you can also request the change of name of the passenger(s), i.e. to endorse the ticket at no additional cost. *The change of name can only be requested before flying the first leg.

Important: Please note that the change will be processed within a maximum of 48 hours.

Step 3: Fill in your details and select a new itinerary
Please add your full name
Please add your last name
Add a valid email
Please add a valid phone number

Enter your phone number so we can confirm your change in case we need to contact you. Country code + Area code + phone number. Example: 56977777777

Select your new trip

Remember to take into consideration the following:

1- All changes are subject to availability of the selected flight.

2- The "change fee" and "fare difference" is paid per leg and per passenger.

3- Date Change: The "change fee" + "fare difference" is paid per passenger and per leg, if applicable. Except in case of affected flights.

4- Change of destination: You pay per passenger and per leg the "Change Fee" + "Fare difference" if applicable.

5- The requested change will be confirmed once the corresponding charges have been paid.

6- In this channel you can only request changes up to 24 hours before your flight. You can request changes between 1 hour and 24 hours before the flight directly in our call center. 




An error has occurred in the creation of your case, please try again later.

You are done!

You have successfully submitted your application.

Your case number is:

We will resolve your case within 3 days, but if you need to reschedule a flight within the next 72 hours, please call our contact center. 

Remember that if we have any questions, we will contact you at the phone number you informed us.

We have received your medical certificate.

Our team members will review your case and within 24 business hours we will respond to your request.

You will soon be contacted by our team in charge of managing your case. You will also receive a copy of your application to the email address you entered. 

You will soon be contacted by our team in charge of managing your case. You will also receive a copy of your application to the email address you entered.
JetSMART Team