| Topic | Estimated time response |
| Ancillaries request | 48hs (business hours) |
| Check booking status | 24hs (business hours) |
| Check booking status departing within 72hs | 24hs |
| Correct name | 48hs (business hours) |
| Exchanges | 3hs |
| Groups | 24hs (business hours) |
| New booking quote | 24hs (business hours) |
| Others | 72hs (business hours) |
| Passenger information correction | 72hs (business hours) |
| Check refund status | 72hs (business hours) |
| Colombian retracto's law | 24hs |
| Dupe refund | 72hs (business hours) |
| Involuntary refund | 72hs (business hours) |
| Medical refund | 72hs (business hours) |
| Tax refund | 72hs (business hours) |
| Voluntary refund | 72hs (business hours) |
| Voluntary refund departing within 72hs | 24hs |
| Schedule change | 72hs (business hours) |
| Schedule change departing within 72hs | 24hs |
| Special ticketing request | 24hs |
| Special services request | 72hs (business hours) |
| Technical error report | 72hs (business hours) |
| Ticket open request | 24hs (business hours) |
| Ticket open request departing within 72hs | 24hs |
| Ticket policy inquiry | 48hs (business hours) |
| Ticket policy inquiry departing witihn 72hs | 24hs |
| Ticketing error | 3hs |
| Void inquiry/request | 3hs |
| Withdrawal´s law | 24hs |
SLA ¨Service Level Agreement¨
