Find out all about zenAir credits

zenAir credits are vouchers we use to credit the value of your refund. They consist of a 16-digit number and a PIN you can use to purchase tickets and additional services at zenAir.com.

Keep in mind:

The holder of the zenAir credits must be on the booking, and their name must match the name on the voucher.

When will I receive zenAir credits?

You receive zenAir credits as a form of payment for refunds when we do not have the information we need for payment of refund requests.

The payment process will be carried out as follows: 

1. We will refund the original form of payment for your purchase. 
2. If this payment is declined, we will contact you by email to request bank account information to make a transfer.
3. You will be given zenAir credits if we do not receive a reply within 15 days of this communication.

Where can I find this information?

zenAir credits are issued exclusively in the name of the holder of the reservation. The information is shared in two communications sent to the email address registered during the purchase:

• First notification: We will confirm the issuance of the voucher, its instructions for use, and the terms and conditions.
• Second notification: We will give you a 16-digit zenAir credits number, a PIN to use as a password, and an expiration date.

When can I start using it?

You can use your zenAir credits number and PIN as soon as you receive the notification. There is no need for activation.

How can I use it?

Follow these steps to pay for your ticket with an zenAir credits number:

1. Go to zenAir.com and find your flight.
2. Enter the names of the passengers who are going to travel (the reservation must include the holder of the zenAir credits, whose name must match the name on the voucher).
3. Select "I want to pay with zenAir credits" on the payment page.
4. Enter your 16-digit zenAir credits number and PIN.
5. Confirm the information and complete the purchase.

How do I check my zenAir credits balance and transactions?

To check your zenAir credits balance and transactions:

1. Open the zenAir credits page at zenAir.com.
2. Enter the 16 digits of the number and its respective PIN.

Clicking "Continue" will display your zenAir credits number, initial balance, current balance, and issuance and expiration dates. Additionally, at the bottom of the page, you can verify the transactions you have made with your voucher.

Can I request refunds of my zenAir credits?

You can only request a refund if we issued you with zenAir credits because your bank declined the payment of your original order.

To make the new request follow these steps:

1. Go to our zenAir credits request and refunds page.
2. Enter the 16 digits and your PIN.
3. Verify the information for the zenAir credits to refund.
4. Enter the bank details of the holder of the zenAir credits.
5. Confirm the refund request.
6. Wait for confirmation of your request.

Remember that:

• Your request cannot be cancelled once it has been started.
• Your refund payment will be made within 30 days after you make your request, as long as we have the appropriate information to do so.
• The time it takes to appear on your credit card statement or in your bank account depends on the policies of your bank.

Terms & conditions

• zenAir credits is a voucher that can be redeemed to purchase the airline's services.
• You will receive zenAir credits for each refund request, which will be worth the amount refunded.
• zenAir credits require a Holder (name of the person receiving the credits as the holder of the zenAir credits account), an email address (which must be the email address registered in the booking information), a 16-digit zenAir credits number and a PIN (password) to be redeemed.
• zenAir credits can be used at zenAir.com by entering the number and PIN, which will be sent to the email associated with the booking. The PIN associated with zenAir credits will be used as the code to make purchases on zenAir.com. Its custody and use is the exclusive responsibility of the owner.
• zenAir credits are ready to be used and do not require activation.
• The holder of the zenAir credits is one of the passengers included in the booking information. The name of the passenger who is the holder of the zenAir credits must be the same as that used in the zenAir credits. The name of the holder of the zenAir credits may be checked by the passenger in the email sent to them when the zenAir credits were issued. Passengers can also request a new PIN number at zenAir.com if they cannot find it. They will receive an email confirming their name and a new PIN number to use their zenAir credits.
• zenAir credits issued from a refund request are personal and non-transferable.
• zenAir credits will not be issued for tickets redeemed in whole or in part with miles earned in the lifemiles program.
• The email address associated with the zenAir credits will be the one registered at the time of purchasing the ticket. This email cannot be modified.
• zenAir credits will be valid until December 31 of the year after they are issued. (example: zenAir credits issued during 2024 will expire on December 31, 2025).
• Tickets purchased with zenAir credits are subject to the terms and conditions and restrictions that may apply to the selected fare. If the value of the purchase exceeds the balance of your zenAir credits, you can combine the payment with a credit card, using the total balance of zenAir credits.
• In the case of business customers who are members of the zenAir "Business Travel Program," the processing of unused tickets must be coordinated by their company's travel administrator, responsible for addressing all matters related to the zenAir corporate agreement. The company's travel administrator is the only one who can request changes to tickets.
• You can use up to two zenAir credits per transaction and use them until the balance is used up.
• zenAir credits can be used to pay for the entire purchase amount, including fares, taxes and additional services. When using zenAir credits, the amount of the sale will be deducted; any remaining credits can be used in next purchases during the validity period.
• If the PIN is entered incorrectly three times, it will be blocked and a PIN recovery process will be necessary.
• zenAir credits + zenAir UATP Card cannot be used in combination as a payment method.