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Request and access to your online refunds easy.

Learn more about refunds

The first thing you must do is check the type of fare on the confirmation of your purchase. In most cases, an additional fee is charged for the documentation, which will be deducted from the amount to be refunded. It’s important to mention that we cannot give you back some taxes, fees or contributions which are not refundable. For the return, it’s necessary to go to the offices of the collection authority.

Tickets issued to travel agencies or other issuers other than Avianca must be managed through them. 

  • Yes, you can request a refund of taxes for unused trips on the ticket.
  • You can reschedule your trip without losing the total value of the ticket, if you have a non-refundable ticket that allow date changes. The fees are available at an additional cost.
  • Duplicate banknotes.
  • Change of itineraries.
  • Flight cancellation.
  • Delay in flight departure.
  • Withdrawal from the trip.
  • Double collection of exit taxes and airport fees.
  • Lost documents.
  • Illness (a medical certificate must be attached).
  • Visa denial.
  • Loss of a connection caused by us.
  • People deprived of liberty.
  • Deceased people.
  • At the passenger's will.
  • Withdrawal of purchase.

Payment reversals

Learn how to request your rollback when you have a duplicate charge or a charge without an assigned ticket

Steps to request the reversal of the payment

  1. 1.    Upload a Payment Reversal Request form.
  2. Create a request on our Suggestions and Claims page and attach the Payment Reversal Request form from step 1. You must open the case within five (5) business days of the date you met the payment reversal fact or cause. 
  3. Once you’ve submitted the request, you will receive in your email the confirmation with the case number. 
  4. After filing the application with the financial institution issuing the electronic payment instrument used, Avianca and the issuing financial institution shall have a period of fifteen (15) working days to implement the reversal, if applicable.

Warning: the consumer should notice that if an administrative or judicial authority determines that the reversal isn’t appropriate, the consumer shall be liable for all costs incurred in the event of the reversal request. In this case, the issuer of the payment instrument may definitively charge the value of the transaction to the holder of the payment instrument used for the purchase whose payment reversal was requested. The above is in the terms provided for in Article 51 of Law 1480 of 2011.

Learn more about the Spanish version of the Payment Reversal 2016.