Plus Ultra Líneas Aéreas bookings: changes, cancellations and refunds with Touriyo

Change penalties are published per fare family and route group in 'Condiciones de tarifas'. To/from Bogotá and Cartagena: Económica Básica (class R) 180 EUR / 200 USD; Económica Full (M, O, L, K, B) 150 EUR / 170 USD; Económica Plus (Flexible, Y) changes allowed free; Económica Premier (S) first change free, then 150 EUR / 170 USD; Ejecutiva Básica (I, D) 150 EUR / 170 USD; Ejecutiva Flexible (C) free. Same amounts apply to/from Caracas, Lima and Santo Domingo (Básica is class Q there). Fare difference applies on top. The conditions of carriage say any change must be checked with Plus Ultra first and that many fares are valid only for the dates and flights on the ticket.

Per the fare table (BOG/CTG): Económica Básica and Económica Full are 'Reembolsos: No permitidos'; Económica Plus/Flexible (Y) refundable free; Económica Premier (S) and Ejecutiva Básica (I, D) refundable with a 250 EUR / 280 USD penalty; Ejecutiva Flexible (C) free. Conditions of carriage art. 10: involuntary refunds (flight cancelled, schedule not reasonably kept, missed connection under one contract) are the full price if nothing was used; voluntary refunds are the price minus reasonable service charges or cancellation fees and are excluded on tickets marked 'NO REEMBOLSABLE'; the ticket issuance fee is never refunded unless the carrier changed or cancelled the flight; refunds go to the person who paid, in the currency of payment. Because of the temporary suspension of the Colombia route, passengers on cancelled Madrid-Bogotá-Cartagena flights (2 June to 31 October) may choose a re-route, a one-year transferable travel voucher (bonos@plusultra.com) or a refund (web form for direct purchases; through the agency if bought through one), with retracto and desistimiento under the Colombian RAC where applicable.

Refundable tickets: Only Económica Plus/Flexible (Y) and Ejecutiva Flexible (C) refund without penalty; Premier (S) and Ejecutiva Básica (I/D) with 250 EUR/280 USD penalty; Básica and Full non-refundable. Illness: ticket validity can be extended with a medical certificate; death of a relative: validity extended up to 45 days (conditions art. 3.2). Extra services refundable only if the fare allows it.

Credits and vouchers: Colombia suspension: 'bono de viaje' valid one year from issue, transferable, usable on any regular Plus Ultra route, fare/tax differences may apply; requested at bonos@plusultra.com.

Carry-on: Economy: 10 kg total including 1 cabin bag 55x40x20 cm + 1 personal item 35x30x20 cm. Business: 16 kg total, 2 cabin bags (no single piece over 10 kg) + 1 personal item. The ticket conditions page still states 8 kg (Turista) / 16 kg (Preferente) for a 55x40x20 cm bag; the baggage page (10 kg) is the operative one.

Checked bags: Tarifa Ligera: 1 x 15 kg; other fares: 23 kg per piece, 158 cm; max 32 kg per piece with overweight fee. Per the fare table to/from Bogotá/Cartagena every economy family includes 1 piece ('1PC') and Ejecutiva 2 pieces; the baggage page publishes route tables only for Argentina, Peru and Venezuela (e.g. Turista Full 2 x 23 kg, Business 3-4 x 23 kg).

Fees: Argentina/Peru/Venezuela tables: extra cabin bag 80 EUR / 95 USD + taxes; first extra checked bag 125 EUR / 150 USD, further bags 170 EUR / 200 USD; overweight 23-32 kg 90 EUR / 110 USD online-call centre-offices, 110 EUR / 130 USD at the airport; extra kg 12 EUR / 15 USD; bulky baggage 150 EUR / 180 USD; sports equipment 110-180 EUR. Prices charged in local currency, taxes not included; extra services refundable only if the fare allows.

Conditions of carriage 3.1.1-3.1.2: Plus Ultra only carries the passenger named on the ticket and 'El billete es intransferible'.

Fare table: 'NO SHOW' penalty 250 EUR / 280 USD on every family except Ejecutiva Flexible (C), where it is 'Permitidos sin cargo'. Conditions of carriage 5.6: if the passenger does not show up for a flight, Plus Ultra may cancel the return or onward reservations unless the carrier was warned in time; 3.3.1: the ticket loses validity if the coupons are not used in sequence; 6.2: arriving late at check-in or the gate lets Plus Ultra cancel the seat without liability.

Se considerará un grupo más de 10 personas

Ticket conditions: for denied boarding, cancellation or long delay 'se aplicará lo establecido en el Reglamento (CE) nº 261/2004'; Plus Ultra hands affected passengers a leaflet with their rights and points to the Spanish Dirección General de Aviación Civil (Paseo de la Castellana 67, Madrid); the claims page links the AESA passenger-rights leaflet. Amounts are not reproduced on the site. For Colombia the site points to the Superintendencia de Transporte and the Colombian RAC (refund, re-routing, desistimiento, retracto).

Plus Ultra Líneas Aéreas sells these fare families, each with its own change, refund and baggage rules:

• Económica Básica
• Económica Full
• Económica Plus (Flexible)
• Económica Premier
• Ejecutiva Básica
• Ejecutiva Flexible
• Baggage page also names: Turista Ligera, Flash, Turista Básica, Turista Full, Turista Plus, Turista Flexible, Business Básica, Business Flexible

Plus Ultra Líneas Aéreas' loyalty program is Plus Ultra Premier. Miles and status are managed with Plus Ultra Líneas Aéreas, not with Touriyo.

Temporary suspension of the Colombia route: Madrid-Bogotá-Cartagena flights between 2 June and 31 October cancelled; a Colombia 'Plan de Atención al Usuario' was published for the suspension period. Fare conditions page 'desde y hacia BOG y CTG' remains published.

Refund requests for the Colombia cancellations: 'Si la compra fue realizada por intermedio de una agencia de viajes o de otro intermediario autorizado, la solicitud deberá presentarse inicialmente a través de dicho intermediario'. Conditions of carriage: refunds for agency-issued tickets are made to the authorised agent (art. 10.1), reservations are registered by Plus Ultra or its authorised agent (5.1.1), and passengers who cannot travel must inform the carrier or their agent as soon as possible.