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Get help with your SATENA refund from a Touriyo agent

SATENA does not publish a phone line for the United States.

SATENA's own websitesatena.com

Checked against the airline's own pages on 18 October 2026 路 all of SATENA's channels

Touriyo is an independent travel agency. We are not SATENA and we do not act on its behalf. The number on this page reaches Touriyo.

A refund is SATENA's decision and SATENA's money: Touriyo cannot promise one. A Touriyo agent reads your ticket against SATENA's published rules and tells you whether it qualifies. If Touriyo issued the ticket, we request the refund and follow it up; if you bought it elsewhere, the agent explains where and how to ask for it.

Call us to book, change or cancel+1 888 576 3080

Touriyo agents answer Monday to Sunday, 8 am to 11 pm US Eastern Time.

We are an independent travel agency, not the airline.
Or we call you

Touriyo's service fee is quoted on the call, before you pay, based on the airline's rules for your ticket, in one total with what the airline charges. It is charged only when the service is confirmed. No Touriyo fee when the airline cancelled or significantly changed your flight. The price you confirm is the price you pay.See all our service fees

Touriyo agents answer Monday to Sunday, 8 am to 11 pm US Eastern Time.

How it works with Touriyo

  1. Call with your ticket number or booking reference.
  2. The agent checks SATENA's published refund rules for your fare, including what applies when the airline cancels or changes your flight.
  3. If Touriyo issued the ticket, we request the refund from SATENA and follow it up. If you bought it elsewhere, the agent tells you where and how to ask for it.
  4. SATENA decides and pays refunds on its tickets. Touriyo's fee is never deducted from a refund the airline owes you.

The total, including the airline's charges and Touriyo's fee, is quoted before any card is taken. Refunds owed by the airline are never reduced by our fee.

What SATENA publishes about this

  • Retracto (Art. 47, Ley 1480 de 2011): the passenger may withdraw within 5 business days after purchase when the ticket was bought through non-traditional channels (Contact Center and satena.com), provided the flight is not scheduled before those 5 business days end; request by e-mail to reembolsospol@satena.com citing 'DERECHO AL RETRACTO' with full name, ID number and ticket/booking number; SATENA refunds all sums paid except non-refundable taxes, fees and contributions, and the administrative fee (non-refundable per Art.
  • 3 Resoluci贸n 3596 de 2006); refund no later than 30 calendar days.
  • Self-service refund module: 'Gestiona tu Reembolso' in the help centre.

Checked against the airline's own pages on 18 October 2026

Sources: https://www.satena.com/es/informacion-legal/derecho-de-retracto, https://www.satena.com/es/centro-de-ayuda

Contact SATENA directly

These are the numbers and pages SATENA publishes, copied exactly as the airline shows them. They are not Touriyo's.

SATENA does not publish a phone line for the United States.

Online, on SATENA's own website

Manage a booking
https://www.satena.com/es/gestion-reserva
Online check-in
https://www.satena.com
Contact page
https://www.satena.com/es/contacto
Baggage rules and fees
https://www.satena.com/es/centro-de-ayuda
SATENA's lines in other countries (1)

Colombia

Reservations and customer service
(601) 918 6030In Spanish
WhatsApp
(+57) 323 322 00 06
Sales or airport office
(+57) 601 423 85 30In Spanish
Sales or airport office
(+57) 311 516 91 11In Spanish
Group bookings
(+57) 601 429 23 00 ext 4507In Spanish
Sales or airport office
(601) 762 11 33In Spanish

Checked against the airline's own pages on 18 October 2026

Tickets bought through an agency: what Touriyo can and cannot do

What Touriyo can do

  • Change, cancel, request refunds and add bags on tickets Touriyo issued.
  • On any other SATENA ticket: explain SATENA's published rules, tell you which channel can help and book a new ticket if that works out better.

What Touriyo cannot do

  • Change, cancel or refund a ticket that SATENA or another agency issued: only the issuer can.
  • Decide or speed up a refund: SATENA decides and pays it.

What SATENA publishes about tickets bought through an agency

Retracto applies only to purchases through the Contact Center and satena.com.

Sources: satena.com 路 checked on 18 October 2026

Questions people ask

Does Touriyo decide SATENA refunds?

No. Only SATENA decides and pays refunds on its tickets. A Touriyo agent checks whether your ticket qualifies under SATENA's published rules and files the request for tickets Touriyo issued.

Which SATENA tickets are refundable?

SATENA publishes: Retracto (Art. 47, Ley 1480 de 2011): the passenger may withdraw within 5 business days after purchase when the ticket was bought through non-traditional channels (Contact Center and satena.com), provided the flight is not scheduled before those 5 business days end; request by e-mail to reembolsospol@satena.com citing 'DERECHO AL RETRACTO' with full name, ID number and ticket/booking number; SATENA refunds all sums paid except non-refundable taxes, fees and contributions, and the administrative fee (non-refundable per Art. 3 Resoluci贸n 3596 de 2006); refund no later than 30 calendar days. Self-service refund module: 'Gestiona tu Reembolso' in the help centre. Checked on 18 October 2026.

What does Touriyo charge?

Touriyo's fee is quoted on the call from the airline's rules, in one total before you pay, and it is charged only once the request is filed. A refund owed by the airline is never reduced by our fee.

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