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Ticket Policies

 

Order Process

The order process is very simple, but to better protect you from rapidly changing transportation conditions, a staff member receives and reviews your order to determine the additional business processes required to arrange and secure your reservation. If such a process will take more than six hours, the staff member will inform you by email about the date on which you can expect to receive your reservation (called a "release date").

 

Your ticket mail will have the "e-ticket" or "e-reservation" attached, and other information like where to board the bus, a map, photo orientation, advice on luggage and border crossings, etc., so that you get all the basics you need before and during your trip.

 

An "e-ticket" or "e-reservation" is a digital copy or photograph of the original paper copy.  The original paper copy is usually held on file at the third-party transport providers office or bus station.  In most cases, you do not need to request the paper copy when you arrive to take your trip.  Printing the e-ticket is satisfactory.  We do not recommend showing it from your mobile phone, as it is hard to predict which third-party providers will find this satisfactory.

 

For all transportation arrangements made through our Digital Platform, we require passenger data to transmit to the third-party carrier. This will be requested of you on the ticket order page, and will include data such as your name, passport number, date of birth, occupation, address, etc. This information is exclusively for the purpose of the carrier’s passenger manifest and the country’s immigration and customs officials and is not used for any other purpose by AndesTransit.

 

The fees we collect in your ticket order include the price of the ticket and all applicable fees, taxes, and service charges. They do not include your discretionary expenses during the trip, such as snacks or meals outside what is provided by the carrier, fees for the consumption of optional onboard services, or any other modifications you make to the itinerary past the point of purchase.

How to Purchase

AndesTransit only accepts orders for third-party transportation reservations through its Digital Platform or Family of Websites, accompanied and supported by email during the process.  

 

We do not accept purchasing of tickets by COD, telephone, chat, SMS, or walk-ins.

Seat Guarantee

In the vast majority of cases, the numbered seat you are assigned through the AndesTransit Digital Platform reservation process will be granted upon your boarding the transport, without issue. We cannot, however, guarantee it, and in some extremely rare cases beyond our control, the third-party carrier may overbook and be forced to manage your reassignment to another seat upon arrival, or reject our reservation upon finding an error after the transaction has been made. Because these rare circumstances are beyond our control, AndesTransit cannot be held responsible, but will make every effort to participate with the carrier to honor your general reservation in another seat and resume your trip with as little delay as possible. If, however, a seat reservation is rejected by the third-party carrier during our acquisition of the ticket, you will not be charged for the reservation or it will be refunded to you.  In some cases, third-party carriers do not assign seats and allow for general seating upon boarding.

Luggage

On average, 20 kilos are the standard limit for luggage. However, third-party carriers have widely different standards and how they apply them, including where the luggage must be stored, types of luggage allowed or not allowed, the use or non-use of baggage tickets, and policies for claims for lost luggage. AndesTransit has no responsibility or involvement with regard to luggage, and it is therefore entirely a matter between you, the passenger, and the third-party carrier.

Pet Restrictions

Bus companies or third-party providers do not allow pets to travel onboard due to the lack of logistics and optimal conditions to secure the safety of the transportation of animals. Some bus companies would let animals to travel as luggage. This policy applies also for support animals. Some large bus companies allow transport of support animals on board, but this should be notified once you arrive to the bus terminal with 2 hours in advance. In case you need to travel with your pet, please refer to trips@andestransit.com to check the possibility of a private shuttle service to complete your trip or possible further steps to take if the bus companies does make exceptions.

Advance Arrival

Depending on the carrier, the country, or the length of the trip, you are required to be at the point of departure a minimum of 30 minutes beforehand, and a maximum of 120 minutes.

Seasonal Restrictions

Climactic and weather conditions change the availability of transportation service during certain parts of the year, and therefore schedules are subject to change during those seasons. Schedule information on AndesTransit.com or its Family of Websites may or may not reflect the current season or conditions, and you may be purchasing a ticket during a season different than the season of your actual date of travel.

 

In addition, in many countries, prices for transportation reservations vary between high season and low season, which may not be immediately updated in AndesTransit.com search results, and some carriers choose not to change their prices when their competitors do. It is, therefore, a highly dynamic and situational market that we cannot perfectly predict, and we update our prices to each carrier’s latest fares as soon as we are able.

Forms of Payment and Payment Restrictions

We accept payment by most major credit cards, as well as PayPal.  Transactions are secured by RapidSSL encryption technology.

 

An AndesTransit staff member, at their sole discretion, may advise that sending you a direct invoice is the only method payment rather than purchasing a specific item in our catalog, which is often the case with customized transportation requests.  If this is the case, you can still pay the invoice by credit card or PayPal, but we would still require the invoice to be paid before we can secure the reservation or provide you the e-reservation or e-tickets.

 

We do not accept purchasing of tickets by COD, phone, chat, SMS, or walk-ins.

Your e-Ticket or e-Reservation Voucher

The document you receive by email when your transaction is complete is not your boarding pass.  It is a document certifying your reservation is secured and paid for, similar to any airline. You then supply that "e-ticket" or "e-reservation" to the third-party carrier at their office or ticket window, and they exchange it for a boarding pass or receipt, or simply allow you to board without further procedure or documents.

Changing Your Reservation

**COVID-19 POLICY IN EFFECT AS OF MARCH 17, 2020 UNTIL FURTHER NOTICE:
The policy in black type below will be supported as stated, but the administration fee will be waived.**
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Changing your reservation or details of your itinerary is neither canceling nor requesting a refund, but an act of sustaining the procured transaction with a different itinerary. AndesTransit supports changing your reservation to the extent that the individual third-party carrier's policies allow, but please be advised that most third-party carriers do not allow changes. If the carrier can accommodate your requested change, a small administration fee may be charged that you can pay through the AndesTransit Digital Platform.  If the carrier cannot accommodate your change request, your original reservation will remain in effect. Please use the Change Request Helper on the upper right corner of this page to investigate the policies for your own particular reservation.

Air Tickets

Company Name: Sat Air is a product name listed on the AndesTransit Digital Platform for flights supplied by Satena Colombia Airlines, therefore, policies and other logistic details are established by that airline.

Cancelations and Changes of Date: Air tickets provided by third-party providers, such as Satena Colombia Airlines, are subject to cancelations and change policies established by the airline. Most flights listed on AndesTransit.com are promotional or include seasonal discounts, and therefore they do not qualify for any cancelation or changes of date/departure.

Luggage: Any Satena Colombia Airlines flight ticket includes two (2) pieces of checked-in luggage, which combined are limited to 15kg (33.06 pounds) in total. Carry-on luggage is limited to one (1) piece only, and should measure be 43cm high by 34cm wide and should be 5kg or less. Any additional pieces of luggage will be charged per kg according to the Airline's established tariffs.

Check-in: 48 hours prior to departure time, AndesTransit will ask the passenger(s) about their desire to take the flight and the seat preference for the trip. Once confirmed, AndesTransit Digital Platform will send the boarding pass within 24 hours and no less than 6 hours before flight departure. For trips within the Ipiales-Bogota-Ipiales route, check-in will be done directly at the airport 2 hours prior to departure.

Arrival to Airport: Satena Airlines Colombia recommends the passenger arrive to the airport no later than 2 hours (120 minutes) prior to departure. AndesTransit Digital Platform and Satena Airlines Colombia are not responsible if the passenger arrives to the airport less than 2 hours (120 minutes) before the flight.

Cancellations & Refunds for Reservations (does not include shipped or downloadable digital goods)
International tickets:

**COVID-19 POLICY IN EFFECT AS OF MARCH 17, 2020 UNTIL FURTHER NOTICE:
The policy in black type below is hereby suspended and replaced with the following on the grounds of force majeure.

We are deeply grateful for our customers and the traveling community as a whole for their understanding and sharing the sacrifices we are all having to make to get through this global catastrophe intact.

If you are holding an international reservation or ticket procured through the AndesTransit Digital Platform, and the force majeure situation of the COVID-19 pandemic has caused you to not be able to exercise the itinerary, you can reply to your ticket email to request one of the following options:

Option 1:  Postponement of your departure date to any date after May 30th, 2020, with no change fees.  In most cases, the postponement can be enacted immediately, while in other cases it may take additional time for the transportation provider to open their schedules for your date requested, but we will attend to the request until the change is processed and send you the updated ticket or other note from the transport provider of your ticket's open status.

Option 2: Cancellation and refunds will be accommodated at a flat 80% of your price paid instead of the normal 65%, with the additional $7 fee waived.  To exercise this option, we will require the following:  A) that you provide us a copy of the documentation either prohibiting you from travel (e.g., a letter from your airline or an official government website stating you belong to a class that is banned from travel) or showing that you are exiting the country by another means of transport (e.g., a plane ticket; B) that the third-party transportation company then notifies AndesTransit your refund is approved after we provide them your supporting documentation.  Once these two requirements are met, your refund of 80% will be processed back to your original form of payment within 21-30 days.


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All international reservations (tickets that involve crossing an international border) are by default non-refundable by AndesTransit. This is principally due to the fact that an international reservation includes several direct or implied legal/visa responsibilities upon you as a passenger of which we cannot be a part.

 

Once we send you your e-reservation or e-ticket, the purchase is final and non-refundable.  If any exception is to be made, it will be indicated in the policy summary highlights you encounter during the purchase process, in the policy file attached to the receipt you receive after the purchase, summarized at the bottom of the email to which your e-Reservation is attached, or through the Change Request Helper at the top right corner of this page. 

 

Different third-party carriers have different policies and execution of policies in regards to itinerary changes, visa compliance, and other issues, that are outside the scope of AndesTransit or its Digital Platform to affect. You may still be able to negotiate a variety of other options with the third-party carrier to change the date or route of your trip on their route network, and you would do this directly with the carrier in accordance with their own restrictions and limitations, and paying them any penalties they require.

 

In the rare case a third-party carrier will permit a refund for an international e-reservation, the AndesTransit Digital Platform is what processes your refund and cancellation, deducting the required fines and penalties.  Third-party carriers will never refund you directly in cash, nor have the ability or access to reverse your credit or PayPal transactions.

 

The amount of the cancellation fines and penalties differ depending on your third-party carrier, but in all cases, your refund is always going to be less than the price you paid.  

 

The time of processing a refund is no more than eight weeks, and in most cases is less.

 

In addition to this page, we provide you many different opportunities to be informed of the particular policies related to your ticket, before, during, and after checkout. Your policies are summarized in the checkout page where you can hover over each policy clause to learn about the policy in a single brief sentence, and for which the buyer must acknowledge reading before checkout can be completed. A copy of the policies are sent to you with your receipt after buying your reservation, and the summaries of the policy clauses are provided at the bottom your e-reservation or e-ticket cover mail. We also provide you on this page in the upper right corner the Change Request Helper, where you can conveniently look up whichever policy or change you want to make for your purchased reservation, and it will remind you of the policies you acknowledged during checkout, and give you action steps for making your desired change.

 

Domestic tickets:

**COVID-19 POLICY IN EFFECT AS OF MARCH 17, 2020 UNTIL FURTHER NOTICE:
The policy in black type below is hereby suspended and replaced with the following on the grounds of force majeure.

We are deeply grateful for our customers and the traveling community as a whole for their understanding and sharing the sacrifices we are all having to make to get through this global catastrophe intact.

If you are holding a domestic reservation or ticket procured through the AndesTransit Digital Platform, and the force majeure situation of the COVID-19 pandemic has caused you to not be able to exercise the itinerary, you can reply to your ticket email to request one of the following options:

Option 1:  Postponement of your departure date to any date after March 31st, 2020, with no change fees.  In most cases, the postponement can be enacted immediately, while in other cases it may take additional time for the transportation provider to open their schedules for your date requested, but we will attend to the request until the change is processed and send you the updated ticket or other note from the transport provider of your ticket's open status.

Option 2: Cancellation and refunds will be accommodated at a flat 80% of your price paid instead of the normal 75%, with the additional $7 fee waived.  To exercise this option, we will require the following:  A) that you provide us a copy of the documentation either prohibiting you from travel (e.g., a letter from your airline or an official government website stating you belong to a class that is banned from travel) or showing that you are exiting the country by another means of transport (e.g., a plane ticket; B) that the third-party transportation company then notifies AndesTransit your refund is approved after we provide them your supporting documentation.  Once these two requirements are met, your refund of 80% will be processed back to your original form of payment within 21-30 days.


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In short, Domestic tickets follow the same points as stated above for International tickets, but in general, domestic tickets have less strict requirements.

 

AndesTransit will provide refunds for domestic trips if your third-party carrier has a domestic refund policy (warning, most don't allow refunds or changes at all) and that allows AndesTransit to first collect your refund from that carrier. If the carrier does not have policies, then you can infer that means the same as they do not permit any changes, cancellations, or refunds.

 

A domestic trip is one that originates and ends within the boundaries of a single country. Use the Change Request Helper on the upper right corner of this page to investigate the policies for your own particular reservation. If the domestic refund is supported by your third-party carrier, we will only refund to the original payment method that you used when placing the order, and in accordance with the terms and conditions on record for that carrier (use the Change Request Helper to see what those are for your reservation).

 

The amount of the fines and penalties differ depending on your third-party carrier, but in all cases, whether AndesTransit does the processing or you have to request a refund or cancellation directly from the carrier, your refund is always going to be less than the price you paid, and always will have to be transferred first to AndesTransit before we can credit it back to your account. 

 

The time of processing a refund is no more than eight weeks, and in most cases is less.

 

We will not refund passengers if they are unable to board the transport for any of the following reasons: 1) failure to submit required documentation (passports, identity cards, or other certifying the legality of their stay in the country); 2) presenting invalid or expired documents; 3) failure to comply with the laws of the country; or 4) any other reason not caused by the carrier or by AndesTransit.

 

TERMS AND CONDITIONS OF USE

 

Click to continue to the second page of this agreement to read the Terms and Conditions of Use. WHEN YOU PURCHASE ANY SERVICES DURING CHECKOUT ON THE ANDESTRANSIT DIGITAL PLATFORM, OR BY DIRECT INVOICE, YOU ARE CONSENTING TO HAVE READ AND AGREED TO BOTH THE TICKET POLICIES AND THE TERMS AND CONDITIONS OF USE.