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Ticket Policies


Order Process

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 that review 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 or embedded in the email. It will also contain other information like the address 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 provider's office or bus station.  In most cases, you do not need to request a paper copy when you arrive to take your trip.  Printing the e-ticket is satisfactory.  In most but not all cases, showing it from your mobile phone is satisfactory, but we recommend printing it out for your safekeeping, as some conductors will need to collect paper copies once you're on board.


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.

Forms of Purchasing

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.  Payment methods accepted are credit cards and PayPal. 

We do not accept the 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 honored upon your boarding the transport. We cannot, however, guarantee it, and in some extremely rare cases beyond our control, the third-party carrier may overbook and be forced upon your arrival to reassign you to another seat 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.


On average, 20 kilos (44 pounds) 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 prohibited, 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 public transportation providers do not allow pets to travel on board due to the lack of support for conditions to secure the safety of the transportation of animals and the health and security concerns of other passengers. Some bus companies may let animals travel as checked-in luggage but this can only be confirmed directly at the bus office on the day of travel and may also involve negotiating with the driver directly. This policy applies also to support animals. AndesTransit is not responsible for the decision made by the transportation company in regard to transporting the animal companion, therefore, such a decision does not meet the criteria to request a cancelation or refund of your order.

Travelers who want or need to travel with animals are recommended to book private shuttle transportation with us to travel with their pets on board without the hassle and stress that comes from taking a regular bus.

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 services during certain parts of the year, and therefore schedules are subject to change during those seasons. Schedule information on 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 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 of 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 nonetheless require the invoice to be paid before we can secure the reservation or provide you with the e-reservation or e-tickets. 

We do not accept the 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

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 (or bottom) 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 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, should measure 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 their 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 at Airport: Satena Airlines Colombia recommends the passenger arrive at 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 at 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:


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 regard 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 that 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 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. Refunds do not include credit card or PayPal processing fees generated by the transaction. 

In addition to this page, we provide you with many different opportunities to be informed of the particular policies related to your ticket, before, during, and after checkout. Your policies are summarized on 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 is sent to you with your receipt after buying your reservation, and the summaries of the policy clauses are provided at the bottom of 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:

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), as this allows AndesTransit to first collect your refund from that carrier. If the carrier does not have policies, then you can infer that means 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. Refunds do not include credit card or PayPal processing fees generated by the transaction. 

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, vaccination cards, and results of PCR tests if required); 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.