Frequently Asked Questions
At ColombiaTours.Travel, we want to answer all your questions so that you decide to travel with us throughout Colombia.
Below, we present the frequently asked questions from our customers.
What is Colombia Pagos?
Colombia Pagos is the electronic payment platform used to process online transactions generated in the virtual store with the available payment methods.
How can I pay?
In the virtual store, you can make your payment using: debit from savings and checking accounts in Colombia; and credit cards from the following brands: Visa, MasterCard, American Express, and Diners.
Is it safe to enter my banking details on this website?
To protect your data, we delegate the capture of sensitive information to PayU Latam.
Our payment platform complies with the PCI DSS international security standard for credit card transactions.
Additionally, it has an SSL security certificate issued by GeoTrust, a Verisign company, ensuring secure communications through encryption of all data to and from the site. This way, you can feel safe when entering your card information.
During the payment process, your browser will display the authenticated organization鈥檚 name, the certifying authority, and the address bar will turn green. These features are immediately visible, providing guarantee and confidence to complete the transaction in PayU Latam.
Can I make a payment on any day and at any time?
Yes, you can make online purchases 24/7, just a click away.
Additionally, our consultants will confirm the booking and its availability during business hours.
Can I change the payment method?
If you have not yet completed your payment, you can choose your preferred payment method within the designated form.
Once the purchase is completed, changing the payment method is not possible.
Does electronic payment have any additional cost for me as a buyer?
Yes, electronic payments made through PayU have a 7.7% fee on the plan鈥檚 value, which is already included in the published rate.
If you pay in cash, via bank transfer, or by deposit in our bank account, you will receive a 7.7% discount for tours. However, this discount does not apply to experiences.
What should I do if my transaction did not go through?
First, check if you received a payment confirmation email in your inbox (the email you registered when making the payment).
If you did not receive it, contact the travel agency to confirm the transaction status.
What should I do if I did not receive my payment receipt?
For each transaction approved through PayU Latam, you will receive a payment receipt with the purchase reference at the email address you provided at the time of payment.
If you do not receive it, you can:
- Contact the travel agency or
- Reach PayU Latam鈥檚 Technical Support at http://payu.com.co/soporte.
How do I know if my reservation is confirmed?
Tickets are confirmed when the ColombiaTours.Travel advisor issues a confirmation code through the system.
It is recommended to call the airline 72 hours before your flight to confirm departure time and dates.
What is carry-on luggage?
Airlines define carry-on luggage as personal items that can be taken into the aircraft cabin, which remain the responsibility of each passenger.
Each airline has specific weight and size restrictions for carry-on luggage.
You should note that hazardous materials, inflated balls, sharp objects, surgical instruments, glass, mirrors, or any item that could pose a risk to passengers and crew are not allowed.
We recommend contacting ColombiaTours.Travel or the airline to check the carry-on luggage policies.
Can the passenger’s name be changed?
No, it is not possible to change the passenger’s name on airline tickets once issued.
For experience and hotel reservations, name changes may be allowed if requested in advance, but penalties may apply.
Is it safe to book through ColombiaTours.Travel?
Our travel agency is constantly monitored by all regulatory authorities in Colombia.
Additionally, we have all our registrations updated and supported by local and government entities.
How can I book tours or travel experiences?
All our products and services can be booked and paid for online through the RESERVE button, where you will register the information of the people who will take part in the tour.
After that, our consulting team will contact you during business hours to confirm the reservation.
Can I make partial payments to start the reservation process?
Most of our products allow partial payments, ranging from 20% to 60%, with a commitment to complete payment 35 days before the travel date.
However, airline tickets do not allow partial payments and must be paid in full at the time of booking.
Can I work with you?
Our company has a global brand representative system.
You can apply by sending your CV to 馃摡 tics@en.colombiatours.travel.
