Frequently Asked Question

• Maximum priority: reply within 3 hours - categories with this priority will be attended both during business hours and on duty
• High priority: reply within 24 hours - categories with this priority will be attended during business hours
• Medium priority: reply within 48 hours - categories with this priority will be attended during business hours
• Low priority: reply within 72 hours  - categories with this priority will be attended during business hours

The estimated reply time will always be calculated according to our working hours.

For example, if a case with maximum priority is created when our support is not providing service, the countdown will begin when our shift starts.

The same applies for weekends, so if you create a case with low priority on Friday, a reply on Wednesday will still be under the estimated time reply.

• Maximum priority:

Void inquiry

Void request

Ticketing error

Exchange

New booking quote

Special ticketing request

• High priority:

Ticket policy inquiry 24hs

Refund (voluntary)

• Medium Priority:

Schedule change

Check booking status

Ancillary request

Ticket open request

• Low priority:

Correct name

Refund (involuntary)

Others

Technical error

Special services request