Tips for using the new form for EMD´s


We have developed a new tool that will provide additional self-service when handling clients who want a refund via EMD voucher. With this new form, you can process several bookings in a single request - just make sure you have all the details of each case/booking. 

For your request to be successful, please make sure none of the below conditions apply to the booking:  

Reservation is a Basic fare or in V class 

The Basic fare family does not have the option of generating a voucher or making any changes. We recommend the customer use their ticket as purchased.   

Reservation has expired  

If the flight has occurred already and the passenger could not board it, we recommend the customer to make a new reservation through any of our channels (travel agency,, call center, etc).  

The ticket was not sold through your travel agency  

If the reservation was originally created in, our App or our Call Center, customers can generate an electronic voucher through the dedicated site. Click here

Details in your application are incorrect  

Double-check the data entered to request the voucher and try again here

If it was not possible to generate an electronic voucher for your client's reservation and it was not for any of the above reasons or the ticket expires in the next 10 days, you can contact: 

  • CallCenter by dialing (55) 5133 4000 for Mexico or consult our contact numbers for other countries at
  • If you have Global Sales Support service, contact your assigned line


All tickets issued after October 6, 2021 will not be able to be attended by this form. Please contact our Call Center or Global Sales Support line as applicable.

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