Advisory

COVID-19

Due to the abundant call volume during this challenging time we ask that you wait until within 72 hours of your confirmed flight or if prior to confirmed travel, the desired flight date, to contact the Reservation Call Center. The schedules are constantly being evaluated and updated for cancellations and changes due to the situation so please wait until closer to travel.

If you booked with a travel agency or on a third-party site, please contact them for help. Thank you for your patience.

Due to evolving Coronavirus (COVID-19) concerns, we have suspended change and cancellation fees for all tickets purchased between March 4, 2020 and March 31, 2020 for travel through June 30, 2020.
 
  • Customers who booked with Silver's Refundable Fare for domestic or international travel may change their reservation at anytime with no fees or penalties, as usual.

  • For ticketing March 4th, 2020 through March 31st, 2020 for international travel on/before June 30th, 2020: Customers who chose Silver's Freedom Fare or Escape Fare may rebook their flights without change fees. Any difference in fare, taxes and fees will apply. Cancellations with no penalties are permitted within 24 hours of ticketing and at least 7 days before departure date to obtain a refund.

  • For ticketing on/after April 1st, 2020 for international travel on/after July 1st, 2020: Customers who chose Silver's Freedom Fare or Escape Fare for may rebook their flights with a $100 change fee. Any difference in fare, taxes and fees will apply. Cancellations with no penalties are permitted within 24 hours of ticketing and at least 7 days before departure date to obtain a refund to Travel Bank for use within the Silver network. Additional taxes and fees may apply. If the customer is a no-show, the booking has no remaining value and may not be changed or refunded.

  • For ticketing March 4th, 2020 through March 31st, 2020 for domestic travel on/before June 30th, 2020: Customers who chose Silver's Freedom Fare or Escape Fare may rebook their flights without change fees. Any difference in fare, taxes and fees will apply. Cancellations with no penalties are permitted within 24 hours of ticketing and at least 7 days before departure date to obtain a refund to Travel Bank for use within the Silver network. Additional taxes and fees may apply. If the customer is a no-show, the booking has no remaining value and may not be changed or refunded.

  • For all other conditions, fare rules of purchased tickets will be applied.

  • To obtain the latest information, please visit the U.S. Centers for Disease Control (CDC) page for Travelers.
     
    Information for travelers to/from Luis Munoz Marin (SJU) airport
    The safety of all Puerto Rican residents, our employees at SJU, and all visitors to our Island is our utmost priority as we work together to minimize the spread of Coronavirus disease (COVID-19). Given how rapidly COVID-19 is spreading globally, due diligence is needed across all crucial ports of entry and exit to the United States to mitigate further contamination.
    Passengers, please be prepared for brief verbal screening or temperature check as applicable at the baggage claim/exit area as part of a newly enhanced health screening measure at SJU. Any passenger who meets initial screening criteria will be subject to a secondary screening process.
    You may direct any questions to Puerto Rico Health Department and/or National Guard personnel at the airport.
     
    Information for Travel Agents
    Exchanges should be processed as involuntary – only for 3M segments – using waiver code "SILCOV20" and waiver table number "03" for "Acts of God".
    • Waiver code: “SILCOV20”, to be entered in Tour Code Box
    • Markets to/from: Silver Airways / Seaborne Airlines networks
    • Ticketed: 04MAR20 through 31MAR20
    • Travel: On/before 30JUN20
    • Fees Waived: Waive change fees.
    • Point of Sale: Call Center (Reservations and Guest Relations) at 1-801-401-9100
    • Waiver Table Number: 03

    Updated: March 23, 2020, 2:19 pm EDT.