The Aerocivil floor, and the desk that has to be there
Colombia gives you concrete rights, and Wingo reproduces them on its own site rather than hiding behind a summary.
For a flight leaving Colombia, your protection is not a matter of Wingo's goodwill, it is Aerocivil's RAC 3 passenger-protection regulation, and Wingo publishes that text directly. Two parts matter most in the moment. First, the airline has a duty to inform passengers about delays, cancellations and diversions, clearly and promptly. Second, it must run a passenger-service desk, the Sistema de Atención al Viajero, at every airport it serves, staffed from one hour before the first flight of the day to one hour after the last. That desk is where you get information and process your rebooking or voucher, so it is the first place to go, not the boarding gate.
When the disruption is the airline's, the headline entitlement is a free rebooking within ten days or a voucher refund. The choice is yours, and it is worth making deliberately: a rebooking keeps your money in the trip, a voucher gives you flexibility but ties you to Wingo for a year. Neither is automatic if you do not ask, which is exactly why the desk and a clear record of what you were told matter so much.
The gap Wingo leaves: no published meal and hotel scale
The section you cannot copy from a generic delays guide, because it is about what Wingo specifically does not spell out.
Some airlines publish an explicit hour-by-hour care scale, after two hours a meal, after so many hours a hotel. Wingo does not publish its own numeric thresholds that way. It reproduces the Aerocivil framework, including the passenger-service desk, but the precise meals-and-accommodation entitlement during a long wait is not laid out as a fixed table on its site. That leaves more to the situation and to the desk on the day than on a carrier with a published scale.
Because there is no published scale to point to, your strongest position is documentation. If you buy a meal or a room during an airline-caused wait, keep the receipt, note the delay length and what the desk offered or refused. That record is what turns a vague entitlement into a paid claim.
Do not assume care will be offered unprompted. Ask the Sistema de Atención al Viajero directly what meals or accommodation apply to your delay, and get the answer and the reason. Being specific at the desk is how you avoid walking away with less than the rules intend.
If the care fell short of what the situation warranted, we will help you take it to Aerocivil (or Panama's authority) with your records. You do not have to argue it at the counter alone, and a documented claim after the fact often succeeds where a tired traveller gives up.
Care entitlements during delays are governed by the applicable authority and can change, and Wingo does not publish a fixed hour-by-hour scale; confirm what applies to your situation and keep your receipts.
Point-to-point, and the Panama split
Two structural facts about Wingo that change how a disruption plays out.
Wingo is strictly point-to-point, it flies a single nonstop on each ticket and runs a thinner network than a big connecting carrier. In a cancellation that cuts both ways. There is no missed connection to worry about, but there may also be no same-day replacement on a route Wingo serves only a few times a week. If you have a cruise, a wedding or a court date, that thin schedule is a real risk, so the honest move is to keep everything on one Wingo ticket, never a tight self-connection, and to decide quickly between waiting for the rebooking and taking the voucher to fly another way.
The second fact is jurisdiction. Wingo operates from Bogota and from Panama City, and the rulebook follows your departure country. A Colombia-origin flight is covered by Aerocivil's RAC 3, the rules described above. A Panama-origin flight is not, it falls under Panama's own civil-aviation and consumer authority, and the specific protections can differ. So before you assume the ten-day rebooking rule covers you, confirm which country's rules govern your flight, and if you are unsure, that is one of the first things we check when you call.
Before you leave the airport, the checklist
Five things that protect your claim later.
- Is the cause the airline's? That is what triggers the rebooking-or-voucher entitlement
- Did you use the passenger-service desk? Get your options and the cause in writing where you can
- Rebooking or voucher? Decide against your deadline and how soon a thin route can re-seat you
- Kept every receipt? With no published care scale, your receipts are your claim
- Colombia or Panama origin? It decides which authority governs your rights
On a thin route, speed is your best leverage. Wingo is point-to-point and does not fly most routes many times a day, so the seats to rebook you into are limited and go fast. The traveller who reaches the desk, or reaches us, first tends to get the earliest replacement, while the one who waits takes what is left. The moment your flight is cancelled, call us: we will read your Aerocivil (or Panama) rights, grab the earliest rebooking or the voucher, and keep your receipts working for you.
Frequently asked
Wingo cancelled my flight, what am I entitled to?+
Does Wingo pay for a hotel or meals during a long delay?+
Does it matter whether I flew from Colombia or Panama?+
What is Wingo's Sistema de Atención al Viajero?+
Contact options
Reach Wingo directly, or let us work the rebooking against your itinerary.
Contact Wingo directly
The airline's own channels, free.
These are Wingo's own channels. Confirm current disruption rights at wingo.com and with the relevant authority, where you can pursue a claim yourself at no cost.