Avianca baggage Irregularities, damages, delays and losses

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Problems with your baggage?

We help you with your baggage in the shortest time possible! Our policy is to mobilize all delayed baggage within a maximum of 24 hours, except in circumstances beyond airport control such as lack of flight frequency, high season, bad weather, among other factors.

Remember that to make your claim request* for delayed baggage, we require:

Original label.
Original ticket.
Travel document.

*You have a maximum of 21 days from the date your flight ended to make a claim for delayed baggage.

If you do not reside at the destination

If your permitted free baggage did not arrive on the same day of the flight and you do not reside in the airport city of your destination, you will be entitled to the delivery of a kit with basic necessities as compensation for the delay of your baggage.

You can report your forgotten items through our call center or at the luggage office at the corresponding airport.

To claim a forgotten object, either at the office or at the Baggage Centre, you must present your identity card and boarding pass. If you are unable to make a personal claim, you can send a signed letter of authorization, with a copy of your identification document and that of the person you are authorizing.

Items forgotten* by passengers and luggage* that have not been claimed by their owners from the airline will remain in the airline's possession for 2 months, counting from the date the luggage arrived or that these items were found.
*The airline will not be held responsible for these items and these pieces of baggage or abandoned objects may be destroyed.

If upon your arrival to Bogota you forgot a document, such as identification, Passport, driver’s license, among others, on the plane or at the VIP Lounges of El Dorado Airport, please call OPAIN’S Lost Objects office at (57)(1) 4397070 ext. 5112. If the documents were inside a wallet, bag, purse or backpack, please go to the Avianca lost baggage office located at this airport.

As stipulated in the contract conditions attached to your ticket, we remind you that we do not assume any responsibility in those luggage that present any novelty product of the natural manipulation of the same and the normal use for its transport, including minor cuts, scratches, scratches, dents or marks.

In case of damage, we will respond according to the nature of the damage and taking into account the labels previously placed by the agent in check-in modules when documenting the luggage, according to the state of the same.

You will not be able to submit any claim for damage and / or looting, 7 days after your arrival at the final destination or after the removal of baggage from the airport and / or our facilities.
No looting claims apply when you arrive at the airport on another airline.
The acceptance of a claim does not imply an admission of legal responsibility on the part of our Carrier, prior to the respective investigation being carried out.
If you have a claim, it will be analyzed and compensated, if applicable, according to the regulations according to the route flown and under the established limitations of liability.

Baggage in custody

Some items must be transported in your custody as carry-on baggage or shipped through a freight forwarder. Our liability is limited when these items have not been declared.

In the event of an irregularity with these items, the compensation of your luggage will not be immediate. It is necessary that you prove the amount of damage or loss in order to receive the respective compensation up to the applicable liability limit.

Check the items that must be transported under your care:

Items	Description
Irreplaceable, fragile or high-value items	Art pieces, jewelry, money, personal documents, negotiable papers, medical documents and records, eyeglasses, keys, pens or branded pens, antiques, medicine, among others.
Electronic items and accessories	Computers, electrical appliances photographic equipment, medical equipment, cell phones, data storage devices (MP3 players, USB drives, external drives, iPods etc.), digital tablet computers, game consoles, PDAs and other electronic equipment or components including software, televisions, radios or similar elements.
Perishable food items	With expiration dates or which require refrigeration.

If your item is not listed above, you must purchase travel insurance with a third party.

Limited Liability Label

If you document a piece of luggage with these novelties we will ask you to sign the Limited Liability Label at our counters and no case will be opened for any claim. In addition, we recommend that you do not carry your luggage under the following conditions:

Plasticized baggage.
Baggage with pre-existing damage.
Baggage where it is evidenced that it is over-limited in its content.
All that is not a conventional suitcase example: Any type of boxes, icopor refrigerators, bags, bags, etc.
Inadequate packing.

If the passenger has a claim it will be analyzed and compensated, if applicable, according to the pertinent regulations according to the flight route performed and under the liability limitations established in the corresponding convention or other existing laws. For international trips, where the Montreal Convention has interference, in case of destruction, damage or loss of luggage, passengers will be entitled to a maximum of 1288 (one thousand two hundred and eighty eight) special drawing rights.