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7 most common questions

  1. I forgot to print my boarding pass after online check-in, what should I do?
    You can check your boarding pass through the MyAvianca app or you can request it at the airport counter. Remember that you need to have your digital or printed boarding pass and a photo ID to pass through the security checkpoints.
  2. I made a purchase through Avianca.com and I can no longer make the trip, what should I do?
    You can postpone your flight by filling out the following form to send us your request and leave your reservation open to fly at a later date. Depending on the fare you have purchased, you may have to pay a fee for changing the dates of your ticket. Please note that cancellations are subject to the conditions and restrictions of the fare selected at the time of purchase. You may also request a refund by visiting our sales offices or by filling out the request form.
  3. How long is my ticket valid?
    Your ticket is valid for one (1) year from the date of issuance and not from the beginning of your trip. It is worth mentioning that this is independent of the fact that each fare has a specific validity period for its use, so if the fare expires, the ticket can be used by paying the penalties and leveling that apply.
  4. What is the baggage policy?
    All our fares include one carry-on bag that weighs a maximum of 10 kg and measures 55 cm x 35 cm x 25 cm (height, length and width), including wheels and handles. They also include one personal item that must be able to be stowed under the chair in front of you. Checked baggage allowance depends on the region you are traveling to and from. Learn more about our baggage policy.
  5. What should I keep in mind when entering customs control? 
    We recommend that you have the documentation required by the authorities both upon departure and entry to your destination country in order (including the proofs and forms that have been implemented due to COVID-19). Remember that the Police, Customs and other airport control authorities, at origin and destination, can open and seize luggage even if it has been laminated and without the passenger's presence being necessary.
  6. Can I assign a seat when I purchase on avianca.com?
    Yes, you can pre-select your seat at the time of purchase. However, this possibility depends on the route and fare you have purchased. If your fare does not include seat pre-selection, you can purchase it as an additional service at any time through the "My Trips" section of avianca.com or when you check-in online.
  7. What if I have special mobility needs?
    We will be happy to assist you. If you have special needs for boarding and deplaning your flights, please inform us of your requirements at the time of booking and we can provide you with wheelchair service to and from the boarding gates.

Didn't find your answer?

  1. What change options do I have if my flight is affected?
    We offer you more flexible policies according to the date of purchase of your ticket. Check for yourself here.
  2. How can I check the status of my reservation?
    Check it yourself here or through MyAvianca App.
  3. What is the difference between change fee and fare difference?
    The change penalty is an additional charge that is generated, according to the purchased fare, for making a change in the date, time or route of the originally scheduled trip. On the other hand, the fare difference is the balance generated between the original fare and the new desired fare (please note that the difference may be higher or lower than the original fare).
  4. Is the penalty fee totally exempted?
    If the change is made through our direct channels, the administrative fee and penalty will be waived but the rate leveling fee may apply. If you purchased your ticket from a travel agency, you must make the change directly with them.
  5. If I purchased a ticket with Renfe, can I change it without paying a penalty?
    You can change your airline ticket without penalty, but this initiative does not exonerate the charges for changes that may be generated in third-party services such as Renfe.
  1. What are the care and protection protocols that Avianca will be implementing when operations are restarted?
    We are applying a new and improved biosecurity standard, in accordance with the recommendations of the International Air Transport Association (IATA) so that all passengers can feel safe during the purchase, check-in, documentation, boarding, flight and baggage claim processes. Visit Avianca BioCare and learn about all the biosafety protocols.
  2. Will the seats in the middle be left free?
    To date we have not been notified of this type of provision by the various governments. However, it is important to mention that the aircraft have air systems in the cabins, equipped with filters that have a performance similar to that of hospital operating rooms or industrial clean rooms. These filters are effective in capturing 99.97% of airborne microbes. In addition, the cabin air system delivers approximately 50% outside air and 50% filtered and recirculated air, meaning that the air supplied is essentially sterile. 
  3. If I'm traveling with my baby, should I wear a mask?
    No, children under the age of two will not be required to wear a mask for health and safety recommendations.
  4. Are there any restrictions for pregnant women?
    No, there are none.
  5. Does the luggage have to have any special packaging? 
    No. The free baggage allowance is the one allowed according to the rate of your ticket and the restrictions of each government. We recommend that it be as light as possible, so that you can handle it yourself, at all times.
  6. Will there be any restrictions with the transportation of special luggage?
    No, there will be no restrictions.
  7. Will I be able to carry hand luggage as I have done so far? 
    According to the definitions established by the Civil Aeronautics in Colombia, it is not allowed to transport hand luggage in the cabin and you should try to carry only "small bags or backpacks and that which can be stored under the chair and the rest should be sent by the hold". The luggage in the hold will depend on the free baggage allowance in the tariff band that you have purchased.
  8. Will the wheelchair service still be available at the airport? 
    Yes, although it must be taken into account that, due to regulations, the service in Colombia is provided for people with reduced mobility or for those who present certification that guarantees its use.
  9. Can I travel with a pet? 
    Yes, as long as all requirements are met in terms of size, weight, briefcase, documentation, among others that are detailed here for the travel of pets both in the cabin and in the hold. As well as with the regulations of pet transport in each country.
  10.   Are there any special protective measures for children? 
    It is important that companions and children take the precautions indicated by the health authorities such as social distancing, hand washing and permanent use of face masks on a mandatory basis. In the case of infants (children under 2 years old), the use of masks is not mandatory.
  11.   Will unaccompanied minors be active?
    Yes, the service will be available. Please note the following:
    - The child must wear a mask at all times and carry an extra one for change, in case the other one is damaged or if the trip is long.
    - Carry a biosafety kit with antibacterial gel.
    - Bring entertainment material, since the entertainment system and reading material on board will not be available.
    - Carry small luggage that can be placed under the seat.
    - Bring the required documentation at origin and destination.
  12.   Can a recommended minor enter the airport with a companion?
    All persons requiring some type of assistance may enter the airport with a companion.
  13.   Will there be restrictions on carrying alcohol, antibacterial gel as a personal item in hand luggage? Should it have any specific measure (volume)?
    According to Resolution 1517 of September 1, 2020 of the Ministry of Health, in domestic flights in Colombia there are restrictions for liquids and gels in hand luggage, with a maximum amount allowed of 355 milliliters. This restriction also applies to international flights departing from Colombia. And for international flights between countries other than Colombia the maximum amount allowed is 100 milliliters or 3.4 ounces.
  14.   Will the VIP lounges be open? What will the protocols be like there? 
    Given the current conditions and the low number of flights that will be operating, the VIP lounges will remain temporarily closed
  15.   How is the cleanliness and handling of the onboard service and comfort elements?
    We have adapted our onboard service according to our biosecurity protocols. Learn more here. 
  16.   How will the plane disembark? 
    Both boarding and disembarking will be by rows, guided by the crew to ensure order and proper distance. We recommend you to be very attentive to your instructions and not to get up until your row is called.
  17.   Is it necessary to have a quarantine period at the destination? 
    The quarantine conditions at the destination are regulated by the authorities of each country. We recommend you to check the regulations of each destination.
  18.   If I have a positive test for COVID-19 can I travel?
    If you have a positive test for COVID-19, you will not be able to travel. Find out the options to change your flight here.
  19.   Can I travel if I already have COVID-19?
    Yes, you can travel, but you must present a certification that you are a patient who has recovered from the disease. However, we ask you to be aware of any changes or notifications that the authority may issue on this subject as they may vary.
  1. How can I quote and make a reservation?
    If you want to book or quote any of our flights, you can do it online. In the how to buy option you will find step by step instructions on how to purchase tickets from your mobile device or computer.
  2. I made a purchase through avianca.com and I can no longer make the trip, what should I do?
    You can postpone your flight by filling out the following form to send us your request and leave your reservation open to fly at a later date. Depending on the fare you have purchased, you may have to pay a fee for changing the dates of your ticket. Please note that cancellations are subject to the conditions and restrictions of the fare selected at the time of purchase. You may also request a refund by visiting our sales offices or by filling out the request form.
  3. I made a mistake in typing the first and last name on my ticket, what can I do?
    Contact our call center to verify your case. Keep in mind that the request must be made at least 3 hours in advance for domestic flights in Colombia and 4 hours in advance for international flights.
  4. What should I take into account to be sure that my purchase was effective?
    Verify receipt of the e-mail we sent you, where the ticket number is stated. You can also confirm this number in the "My Trips" section of our website.
  5. In whose name does the purchase receipt arrive if I pay with a corporate card?
    The proof of payment is issued in the name of the registered passenger. It is not possible to send the purchase support in the name of the company or the cardholder, since this document is generated by the system in the passenger's name.
  6. What should I do to validate the data of a purchase with a credit card for Avianca payment methods?
    To validate the credit card information it is necessary for the cardholder to contact our call center. For security reasons, it is not possible to validate the information of our users through our chat.
  7. Can I make a reservation and buy my ticket later?
    Yes, during the purchase process you can select the "Time to think" option to block your fare for a set period of time for an additional fee. You can then finalize your reservation.
  8. Are airport taxes included in the ticket price?
    Yes, however some countries do not charge airport taxes through the airline, in these cases you will have to pay the corresponding taxes at the airport of the country of origin or destination.
  9. How long is my ticket valid?
    Your ticket is valid for one (1) year from the date of issuance and not from the beginning of your trip. It is worth mentioning that this is independent of the fact that each fare has a certain period of validity for its use, so if the fare expires, the ticket can be used by paying the penalties and leveling that apply. 
  10.   How can I prevent the cyber crime or scam known as phishing?
    Verify the data of emails sent by Avianca. For more information please visit How to prevent phishing?
  11.   What payment methods does avianca.com accept?
    Learn about the available credit and debit card payment methods, depending on the country option you select.
  12.   Why is it safe to shop at avianca.com?
    Our consumer protection system is the highest in the industry standards, comparable to that used by banks for their electronic transactions. During the purchase process, the information travels encoded and/or encrypted at 128 bits so that it cannot be interpreted by third parties. Additionally, Verisign, a company recognized worldwide for validating the security of most bank websites, has validated and certified the security of our website.
  13.   What is the minimum time I have to buy a ticket?
    For international destinations, the minimum purchase time is 2 hours in advance for the outbound flight. For domestic destinations, the time is 1 hour for the outbound flight.
  1. Can I get updated information on flight departures and arrivals?
    Yes, you can check it in the flight status section of avianca.com.
  2. Can I make changes to my ticket through avianca.com?
    Yes, you can manage your flight date and time changes without affecting your flight in the "My Trips" section of avianca.com. If your flight has had an itinerary adjustment or has been cancelled by the airline, make the change yourself without complications here.
  3. What if I can't show up for my scheduled flight and where can I cancel my reservation?
    You can postpone your flight by filling out the postponement form to send us your request to leave your reservation open for a later flight. Depending on the fare you have purchased, you may have to pay a fee for changing the dates of your ticket. Avoid No Show (non-cancellation or non-compliance by the passenger to a travel service agreed with the airline through a contract of carriage), as this may cause in some cases, the loss of the total value of your ticket, especially when it comes to non-refundable fares.
  4. Can I change the date of my trip?
    Date changes on tickets are subject to space availability and depending on the fare you have purchased, you will have to pay a penalty for changes and in case the original fare is no longer available, you will also have to pay the difference between the current fare and the initial one. You can self-manage your change in the "My Trips" section of avianca.com.
  5. How do I make a change to my reservation?
    To make a voluntary change to your itinerary, go to the "My Trips" section of avianca.com.
  6. What should I keep in mind when entering customs control?
    We recommend that you have the documentation required by the authorities both upon departure and entry to your destination country in order (including the proofs and forms that have been implemented due to COVID-19). Remember that the Police, Customs and other airport control authorities, at origin and destination, may open and seize luggage even if it has been plasticized and without the passenger's presence being required.
  7. Can I select my seat?
    Yes, you can pre-select your seat at the time of purchase. However, this possibility depends on the route and the fare you have purchased. If your fare does not include seat pre-selection, you can purchase it as an additional service at any time you wish through the "My Trips" section of avianca.com or when check-in online.
  8. Where can I check the immigration and/or health requirements to enter a certain country as a final destination or transit?
    Find out in our Avianca BioCare section all the requirements you need to comply with for COVID-19. We also recommend you to consult these migratory and/or sanitary requirements in the different embassies or consulates of the country where you are traveling to as a final or transit destination.
  9. Why is it important to read the flight contract for my trip?
    We want to keep you informed at all times. We strive to provide you with all the necessary information about the terms and conditions of our service so that you are aware of the degree of responsibility we have in certain situations. For more details, check here the contract of carriage or read it in your ticket holder.
  1. What is the baggage policy?
    All our rates include one carry-on bag weighing a maximum of 10 kg and measuring 55 cm x 35 cm x 25 cm (height, length and width), including wheels and handles. They also include one personal item that must be able to be stowed under the chair in front of you. Checked baggage allowance depends on the region you are traveling to and from. Learn more about our baggage policy.
  2. What is the time limit for filing a baggage claim?
    You can file your claim through different channels: at the airport where the event occurred, by calling 01 800 095 8722 and depending on the event, you have a longer or shorter time limit to file: for destruction, looting, loss or damage, you have up to 7 days (subject to the type of flight) from the date of receipt of your baggage to report the event. On the other hand, for delay of your baggage allowance, you have up to 21 days from the date it was placed at your disposal to report the incident. You must respect these time limits, otherwise your claim may not be processed.
  3. How can I make sure my baggage arrives with me?
    We ask that you always attach an ID tag to your checked baggage, as well as another inside the baggage, to ensure that we recognize your baggage in case the outside tag is lost. Remember that medicines, money, valuable documents, keys, jewelry, cameras and other small and fragile items should preferably be kept in your carry-on baggage. If you wish to make a baggage claim, please visit our baggage tracker section.
  4. Can I carry perishable items in my baggage?
    Perishable items are very delicate and if they are not transported on your flight, they may be ruined. Therefore, we suggest that you do not transport these items. However, if you decide to transport them, you must do so at your own risk and it is subject to acceptance by the customs authorities of the destination country. Remember that perishable items are not allowed in "Stand By" baggage. Learn more about our baggage policy.
  5. What is "Stand By" or "space-sensitive" baggage?
    Stand By" or "space-bound" baggage are additional pieces to the 2 defined as baggage allowance, which as its name indicates, travel subject to space and if it is not possible to transport them on the same flight, they will be delivered in a maximum of 8 days for international flights and 4 days for domestic flights. The transportation of these pieces entails excess baggage charges. 
  6. To what extent is the airline responsible for hold baggage items?
    We are responsible for those products that are for your convenience and use, with the following exceptions: fragile items, antiques, works of art, books, photographs, documents, securities, televisions, computers or other electronic items and their accessories; cellular phones and their accessories; video or optical photographic equipment and their accessories; furs, money, jewelry, precious metals, medicines or medical items, perishable baggage or any type of item that you may carry with you in the aircraft cabin such as: samples, items for commercial use, unique and irreplaceable items and similar valuable items. Valuable items should always be in your care, so we ask that you carry them in your carry-on baggage. Please see our information on limited baggage liability.
  7. What should I do if my carry-on baggage is removed at the gates?
    Due to space restrictions, it may happen that your carry-on baggage is removed at the gates. If this happens, you must remove the items outside of the liability coverage and take them into your custody, as policies require it to be transported as checked baggage under the terms and conditions that come with it. 
  8. What are baggage tags and why are they important?
    Baggage tags are the proof that airlines give to their users to identify each of their checked baggage. These are very important and you should not lose or throw them away, even when you have arrived at your final destination, as they are essential in case you have any later claim for your luggage.
  1. What is online check-in and how can I use it?
    You can check.in online between 3 and 24 hours before your flight departure. Make sure your reservation includes less than 8 people and that your flight itinerary does not exceed 2 connections between your origin and destination. Online check-in is not available if: you have been assigned a special service, if you have travel itineraries that include codeshare routes (shared flight segments) or connections with other airlines you will only be able to check in on Avianca flights. If you cannot use online check-in, please access our kiosks located at the airport or check in 3 hours before your flight departure for International destinations.
  2. What should I do if some of the images on my boarding pass are not displayed correctly?
    The images on your boarding pass are important because they contain the barcodes needed to check you in. They may not display correctly for a number of reasons, including browser type or settings, computer resources and internet connections. We recommend refreshing your browser to reload the page so that the images display correctly. If the problem is not resolved, you will need to check in at one of our kiosks or show up at the airport at least 3 hours before your flight. 
  3. I forgot to print my boarding pass after online check-in, what should I do?
    You can check your boarding pass through the MyAvianca app or you can request it at the airport counter. Remember that you need to have your digital or printed boarding pass and a photo ID in order to pass through the security checkpoints.
  4. Can I assign a seat when I purchase on avianca.com?
    Yes, when purchasing you can pre-select your seat. However, this possibility depends on the route and fare you have purchased. If your fare does not include seat pre-selection, you can purchase it as an additional service at any time through the "My Trips" section of avianca.com or when you check-in online.
  5. Can I check in through avianca.com?
    Yes, use our check-in online service once you have generated your electronic ticket. Please note that this service is available for:
    - Reservations with up to nine passengers.
    - Tickets purchased at any sales office.
    - For passengers flying to or from Colombia and all international destinations.
    - Passengers with or without baggage (at the airports we have enabled an exclusive module for baggage check-in).
  1. If I have requested a refund, how can I check the status of my request?
    Please check the refund inquiry section of avianca.com with the confirmation number that was sent to you in the mail at the time you made your request.
  2. Can a child fly alone?
    Yes, children over 5 years old can request the Unaccompanied Minor service, which is mandatory for children traveling alone up to 12 years old. For more information, please refer to the "Unaccompanied Minors" section.
  3. Can I travel if I am pregnant?
    Yes, you can travel as long as you meet the following requirements:
    - If you are within a period equal to or greater than 28 weeks of gestation you must present, for each flight, a medical certificate specifying the estimated date of delivery and that you can travel safely by air from the point of origin to the point of destination. The medical certificate must be less than ten days old.
    - During the trip you cannot be placed in emergency seats.
    - Keep in mind, both you and your baby can only fly after 10 days following delivery. Otherwise, you must present medical certificates attesting to each other's fitness to travel.
  4. What if I have special mobility needs?
    We will gladly assist you if you have special needs for boarding and disembarking your flights. Please inform us of your requirements at the time of booking and we can provide you with wheelchair service to and from the gates.
  5. What should I do if I am traveling with my own wheelchair?
    Please notify us at the time of booking or at least 25 hours prior to your flight departure. For more information about the requirements your wheelchair must meet, please visit Disability Status.
  6. Where can I get information about the LifeMiles program?
    To learn more about the Frequent Flyer program, go to the top menu of Avianca.com and click on Travel Information, then other services, LifeMiles. You can also access the LifeMiles.com site.

Now Vianca will solve your doubts through WhatsApp

Contact us for assistance on your flights.

To access the service:

  1. Scan the code on your cell phone, or click on the image opening WhatsApp. You can also add our number to your contacts +57 3114006797.
  2. Enter your LifeMiles frequent flyer number to identify yourself. If you don't have one, don't worry, you can enter it as a guest.

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