Rede (Itaú) and Arajet
See all articlesCan I change my flight after booking with Rede (Itaú) installments?
Of Course! Flight changes follow Arajet’s fare rules. When making a change on a booking paid with Rede (Itaú), it mus...
What happens if I miss an Rede (Itaú) installment payment?
Rede (Itaú) installment payments are managed by your bank.If a payment is missed:Your bank may apply interest or fees...
Who should I contact if I have a question of my reservation paid with Rede (Itaú)?
Contact Arajet for questions about:
Your booking or confirmation.
Flight changes or cancellations.
Seats, baggage, or...
I’m having payment issues when using Rede (Itaú). What should I do?
If your payment using Rede (Itaú) does not go through, please try the following:Check that all card details are enter...
What is Rede (Itaú) credit card installment payment?
Rede (Itaú) is Arajet’s payment processor for credit card transactions.When available at the time of creating your re...
Refund
See all articlesWithin the first 24 hours of purchase, will I get 100% of my purchase back?
Yes, that's correct! You just need to fill out our web form via this link: https://arajet.zendesk.com/hc/es-do/reques...
How do I request a refund?
To request a refund, you can use one of the following channels, depending on the refund method:Original Payment Metho...
If I paid with Paga Todo, how can I request my refund?
Of course! For bookings paid with Paga Todo, refunds will be processed exclusively through an Arajet voucher valid fo...
Can I request my refund with a call or chat with an agent?
No, to ensure your safety and avoid potential human errors, all refund requests must be made exclusively through our ...
What is refundable in a ticket and what is not?
When a refund applies, some charges on your ticket may be refundable, while others are not. Here’s a breakdown:Refund...
Taxes and Fees
See all articlesHow can I request a tax receipt?
You can request a tax receipt of your Arajet flight by submitting the request during the same month of the purchase.T...
When will I receive my invoice with tax receipt?
After submitting your tax receipt request we will send you a email with your tax receipt within 24 to 48 hours of the...
In which countries can I request the tax receipt?
You can request a tax receipt for the following countries:• Colombia• Costa Rica• Dominican Republic• Ecuador• El Sal...
Can I at any time reclaim unused taxes and fees from a ticket?
Refund requests for unpaid fees or taxes by the airline to collecting entities must be submitted no later than 7 days...
What is the fuel tax and why is it non-refundable?
The fuel surcharge is a fee that covers the cost of fuel consumption during flights. It's a significant expense for a...
Additional Services
See all articlesCan I upgrade the weight limit for my checked bag at the airport?
Yes, you can! Arajet gives you the option to increase your weight allowance for checked bags with our upgrade package...
Does Arajet have the option to pre-order onboard food?
Yes! We offer two combos for you to enjoy during your flight. Add it to your reservation and make your trip even bett...
I have the Refund Flex and I need to cancel, what should I do?
Cancel freely through Manage My Booking! Simply click on Cancel My Reservation, fill in the required information, and...
What refundable options are available when booking with Arajet?
At the time of making your reservation you can add the Refund Flex service, it allows you to cancel up to 24 hours be...
About Us
See all articlesWhat destinations does Arajet fly to?
We’re operating spectacular routes, many of which have never been served before by any airline from the Dominican Rep...
In which airports in the Dominican Republic does Arajet operate and does it offer domestic flights?
We are operating from SDQ Las Américas International Airport and PUJ Punta Cana International Airport with the goal o...
In which terminal is Arajet located?
Arajet operates from different terminals depending on the airport. Below, you can find the terminals we currently use...
Why do they use a macaw and not our national bird as their brand image?
This is because the ARA (as the Tainos called the Macaw) is a bird that mates for life and takes care of its family w...
But how do we maintain these prices?
We are able to maintain these prices because we fly with new aircraft from a single fleet of Boeing 737MAX8, we are e...
What type of airplanes does Arajet use?
Arajet is proud feature all-new 186-passenger Boeing 787Max8 that offer the ultimate confort and technology. They are...
Arajet Website
See all articlesWhy has Arajet launched a new website?
We’re excited to share the early stages of our revamped website. You can now explore new.arajet.com to book flights, ...
Can I book a flight on the new website?
Absolutely! The redesigned booking process is available on the new site. If you encounter any issues, you’re welcome ...
What should I do if I encounter an issue during the booking process?
In case you encounter an issue during the booking process please do the following:•Issues while trying to book: if yo...
Will my account and past bookings be available on the new website?
Yes, your account details and booking history will remain accessible. If you encounter any issues viewing past bookin...
Is my payment information secure on the new website?
Yes, the new website uses advanced security measures to protect your personal and payment information.
Can I use the new website on my mobile device?
Yes, the new website is fully optimized for mobile and tablet devices, offering the same great features as the deskto...
Group Reservations
See all articlesWhat does Arajet consider a group reservation, and how can I request a quote?
A group reservation with Arajet means you’re traveling with 10 passengers or more.To get started, you can request you...
Which payment methods are offered for groups bookings?
Our payment options for group bookings are:
• Bank transfers.• Bank deposits.• Credit or debit cards.
What is the deadline for submitting passenger names for a group reservation?
Passenger names in group reservations must be submitted at least 10 days before the flight’s departure.
For passenger...
If I have a group quote, but need to modify the number of passengers in order to proceed with the reservation, what should I do?
If you need to modify the number of passengers before finalizing your group reservation, simply request a new quote t...
Can I change the number of passenger in a group after having paid the reservation in full? If so, will a penalty apply?
Yes, you can make changes to your group reservation by emailing us at sales@arajet.com. Please note that certain dead...
How can I review the flight schedule for the group I have quoted?
You can easily review your group’s flight schedule in Manage My Booking, where you can also download your itinerary.
...
Before Flying
See all articlesWhat identification documents do I need for travel?
Travel requirements can change without prior notice as they are determined by each country's governments. It is recom...
Is it necessary to have a visa or fill out an immigration form to travel to any of your destinations?
To access official information about the documents required to enter your destination country, we recommend visiting ...
What are the vaccination requirements if I'm traveling from Brazil?
Yellow Fever Vaccination Requirements:
All passengers aged 1 to 60 traveling from São Paulo to the Dominican Republic...
What items are allowed in carry-on or checked luggage?
For safety and security reasons, all items must be securely packed inside a bag or case/container.
•Unsecured items m...
What should I consider when selecting a seat at the emergency exits when flying with Arajet?
To travel in an emergency exit seat, you must meet the following criteria:
• Be at least 16 years old.
• Ability to...
Cancellations, delays, and refunds
See all articles1. How do I request the cancellation of my reservation?
You can request the cancellation of your Reservation and receive a full refund within a period of 24 hours from the t...
2. If I paid for an additional baggage outside of my fare package but don't need it, can I get a refund?
Based on our conditions of carriage, if you select and pay for any Service, such as baggage, no refund will be owed i...
3. I am sick and can't fly, can I get my money back?
We are very sorry about your situation and hope you recover soon. You can modify your reservation up to 3 hours befor...
4. My flight was cancelled
Any changes in the operation, including Flight, Scheduled Departure Time, change of equipment or any other aspect tha...
5. My flight was delayed
If you have a confirmed Reservation that is delayed due to a schedule irregularity, we can rebook you on the first fl...
6. I paid for my preferred seat but the airport/crew changed my seat.
We will make every effort to honor all seat selection requests, however, by using this Service you agree that we have...
Fizupay and Arajet
See all articlesWhat is Fizupay?
Fizupay is a non-financial Payment Facilitator that provides customers with the ability to pay travel bookings using ...
Why Fizupay?
Instead of taking loans from the bank, customers can pay for their travel using installments on Fizupay. Fizupay does...
Why should you book with Fizupay?
Here's why you should book with Fizupay:Wallet-friendly: With Fizupay, you no longer have to stress your wallet by pa...
I’m having payment errors at checkout with my Fizupay reservation. What should I do?
There are a few reasons why payment errors might occur when trying to complete your Fizupay reservation:Card details:...
What's the Fizupay and Arajet partnership?
Arajet partnered with Fizupay to provide you with an affordable way of paying for your upcoming flights.When you book...
How to get in touch with Fizupay Customer Support Team?
To get in touch with Fizupay send an email to customerservice@fizupay.com
Bus Connection
See all articlesWhich are Arajet´s bus routes?
Arajet offers two bus connection routes. Here’s how each one works: SDQ - PUJ Start: Las Américas International Airpo...
Can I use the bus if I do not have a reservation with Arajet?
Our bus transportation service is available only for passengers who have a reservation that includes the bus connecti...
Can I reserve a seat on the bus to or from Punta Cana?
We do not have seat selection for the bus service
What should I do if I don't arrive on time for the bus transportation departure?
If your late arrival at the bus departure is Arajet's responsibility, such as in the case of a flight delay, we will ...
How can I identify the Arajet bus that takes me to or from Punta Cana?
The bus will be properly marked with the Arajet logo, and there will be trained staff to guide passengers both in the...
Can I request a refund if I decide not to use the bus ground transportation service?
Your bus transportation service is included as part of your flight connection, rather than a separate service you pu...
Travel Assistance
See all articlesWhat is Arajet Travel Assist?
Arajet Travel Assist is an assistance program provided by Arajet in partnership with iké, aimed at enhancing the trav...
What is iké?
iké is a company with global presence that offers solutions designed to improve people's lives with international cov...
What assistance packages does Arajet Travel Assist offer?
With Arajet Travel Assist, we offer two types of assistance:Travel assistance for individuals: which includes medical...
How much do the Arajet Travel Assist services cost?
Arajet Travel Assist pricing depends on the type of service you need, such as one-way assistance, round-trip coverage...
For how many days of my trip do I have coverage with Arajet Travel Assist?
We have two programs for you; if you purchased a round-trip journey, you will have coverage for up to 30 days, and if...
For what type of pets can I purchase Arajet Travel Assist?
The program covers dogs or cats that you have registered at the time of booking with Arajet. For more details, visit ...
Travel Agency Reservations
See all articlesI made a reservation through a travel agency and I have a booking code not recognized on Arajet's website. How can I access my reservation?
No worries! When you book through a travel agency, your confirmation usually includes two booking codes one from the ...
If I made a reservation through a travel agency, how can I request a refund?
If you’d like to request a refund for a reservation made through a travel agency, please contact your travel agent di...
I was supposed to receive compensation for a reservation made through a travel agency, however I haven't received it yet. What should I do?
If you haven’t received your compensation at the email address registered on your booking, please contact either your...
If I made a reservation through a travel agency, how can I change my flight or name?
You can make changes to your reservation using the following options, even if you booked through a travel agency:Flig...
I made a reservation with a travel agency, and I want to add additional services. Can they be purchased directly from arajet.com?
Yes, of course! Even if your booking was made through a travel agency, you can still add the extras directly on our w...
If I cannot locate my booking confirmation number, can I recover it through the Contact Center?
Yes, you can contact us to recover your confirmation code using any of our Contact Center channels.
Country Specific Policies
See all articlesWhat is and where does the withdrawal apply?
Withdrawal is a passenger right established under Colombian law and applies only to tickets with an origin and/or des...
How long does Arajet take to process a refund for a Colombian flight withdrawal request?
We will reimburse you within a maximum period of 30 calendar days from the flight withdrawal requestFor more informat...
What percentage of my purchase will be refunded if I apply for retract on flights to/from Colombia?
In cases where the right of retraction applies to the purchase of flights originating or destined for Colombia, Araje...
What percentage of my purchase will be refunded if I apply for withdrawal on flights originating/destined for Colombia?
In cases where withdrawal is applied to flights originating or destined for Colombia, the airline may retain 10% of t...
Can I withdraw or apply withdrawal if the flight date has already passed?
No, once the flight date has passed, you cannot request the application of any of the 2 options. For more information...
Do I need a visa to travel to Mexico if I’m a Brazilian citizen?
Yes. Brazilian passengers need a electronic visa to travel to Mexico, including for connections or transit.The visa a...
Connection
See all articles1. Does Arajet offers connections?
Of course! We have connections from all our destinations, which link through Santo Domingo and Punta Cana. Depending ...
2. I bought my flight with a Travel Agency but only the first flight segment is with Arajet. What does it mean?
It means that Arajet will request and be responsible to check all legal documents necessary to the Arajet segment Des...
3. What is a connection when flying with Arajet?
A connection is a flight that starts at an Origin Airport, goes through a Connection Airport to reach its Destination...
4. How do connecting flights with Arajet work?
Each connecting flight has a stopover point (connection point) in Santo Domingo (SDQ) to connect to the entire ARAJET...
5. To which countries does Arajet travel on connecting flights?
We have connections from our 23 destinations, which link through Santo Domingo or Punta Cana, Dominican Republic, our...
6. What happens if I miss my connection?
If the loss of your connection is due to reasons attributable to Arajet, such as delays or cancellations of any segme...
Work with us
See all articles2. Where can I apply to work with you?
<p>Hello, thank you very much for your interest in joining our team! We are delighted to work together. We do not acc...
1. Where can I send a sponsorship proposal?
<p>Hello, thank you very much for contacting us! For these purposes, you can contact our Marketing Manager, Alexandra...
Special Assistance
See all articlesCan I fly when I am pregnant?
Wow, congratulations on your pregnancy! For your safety and your baby’s well-being, if you are more than 30 weeks pre...
Is it okay to fly with my baby and what’s the minimum age for an infant to fly?
We love babies!Babies must be at least 8 days old to fly with Arajet. - If they are younger, it is not safe for them ...
Can my minor child travel alone?
No, we cannot allow a child to travel without a companion. All children must be accompanied by an adult aged 16 or ol...
What items can I bring on board if I’m traveling with a baby/infant on my lap?
If you are traveling with a baby/infant, you may bring one (1) of the following items on board at no additional cost:...
Can infants traveling on an adult’s lap bring carry-on or checked baggage?
It is not permitted to add carry-on baggage, checked baggage, or animals to the reservation of a baby traveling on an...
I forgot to add the infant to my reservation. What should I do?
To avoid additional charges for call center agent services and ensure the infant fare is based on the original fare v...
Check-In
See all articlesWhat should I do if I can't check in online?
If you’re having trouble checking in online or through Whatsapp, don’t worry, you can easily do your check-in at the ...
I have my boarding pass online, when do I have to be at the airport?
You're ready to fly! We always recommend arriving at the airport three (3) hours before your flight. Please consider ...
Is airport check-in free?
Yes it is!, you can do web check-in website https://www.arajet.com/, Whatsapp https://www.arajet.com/es/contact-us or...
Can I select my preferred seat when checking in online?
Window? Aisle? Or perhaps the first row for a quick exit? We all have our favorite seat. Simply select your preferred...
How can I check in?
At Arajet, checking in is always free. You can choose the option that works best for you: through our Arajet Web site...
Does Arajet accept Global Entry or TSA PreCheck?
Yes, if you are enrolled in Global Entry or TSA PreCheck, you can add your Known Traveler Number (KTN) to your Arajet...
About my flight
See all articlesHow do I know if my flight is delayed?
We will always strive to keep our customers informed in case of flight delays via email, or, if you are at the airpor...
Does Arajet offer on board food sales for me to choose?
Yes we do! During all our flights our cabin crew will offer a variety of food and beverages that can be purchased wit...
Can I use my mobile phone/laptop during the flight?
Yes. Laptops, tablets and mobile phones may be used during the flight, but you must ensure that they are in ''Airplan...
Can I smoke or vape on board?
No. For the safety of all passengers and crew, smoking and the use of vapes or e-cigarettes is strictly prohibited on...
What do I do if I have a flight that has an intermediate stop?
If you have a flight with a layover, you must wait on the aircraft for a short time while the scheduled stop is made....
Can I disembark the plane during the intermediate stop of my Arajet flight?
No. If your flight includes a stop, you’ll need to remain on board the aircraft and follow the crew’s instructions, a...
Baggage
See all articlesHow many checked bags can I take with me?
Each Customer may buy a maximum of three (3) Checked Baggage on each Flight. Fees may be charged for Hold Baggage and...
My checked bag has been lost, damaged or delayed during the trip, how can I claim compensation?
If your checked baggage is lost, damaged, or delayed during your trip, you can claim compensation by completing a Bag...
Can I pay for an additional cabin baggage?
Yes! If your fare doesn’t include a carry-on bag, you can purchase it as an additional service and take it with you i...
Can I travel with a musical instrument?
Musical instruments can be carried in the cabin if they comply with our maximum size and weight limitations for Carry...
Can I pay for extra checked baggage?
Each Customer can Check-In a maximum of three (3) Checked Baggage on each Flight. Charges for Checked Baggage and oth...
What items are not allowed in carry-on baggage?
You may not carry the following items in your Carry-on Baggage:● Sharp objects.● Blunt objects.● Explosives or flamma...
Booking
See all articles1. There is a technical problem with the website
Oh, no! We are sorry that our website is not working properly, please take a screenshot of the error and send it to u...
2. I misspelled my name on my reservation, how can I correct it?
Of course! Changes to the name of any Customer on a Reservation will be allowed if requested at least twenty-four (24...
3. I am late for my flight, can I use my reservation for another date?
We regret to hear that you missed your flight. If you missed your flight, you can request a refund for unpaid taxes u...
4. When is my reservation considered confirmed?
A booking is considered confirmed once full payment has been received. Payment can be made directly by you or through...
5. What happens if I don't make the full payment within the first 24 hours after making the reservation?
If full payment is not received within the first 24 hours for any reason, your reservation will be canceled, and the ...
6. Can I make the payment for my reservation at the airport?
No, reservation payments cannot be made at the airport.
Payment Methods: All payments must be completed online or by ...