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Refunds

Start your application here

Before you begin, check your fare conditions at fare options.

All tickets must be issued by the same airline, otherwise, you must enter them in separate applications.
To request the return of your LifeMiles ticket you must contact our call center or show up at our sales offices, as the online tool isn't available.

Reservation code

Ticket number or Document number (EMD)

Booking code

Must be alphanumeric. Example: AAA000

Ticket number or Document number (EMD)

Must be 13 digits without special characters

Last name(s)

Exactly as it appears in the reservation

Payment method

Select the payment method you used to purchase the ticket or additional service.

Reason for refund

Select the reason why you are requesting a refund

Request a refund for your Avianca UATP card

Request a refund for your Avianca UATP Card

If your Avianca UATP card has an available balance, you can request a refund which you will receive via bank wire transfer.
For cards issued in Colombia, in accordance with article 17 of decree 482 of March 26, 2020, this refund option is unavailable.

Select how you want to initiate your refund request:

Card number

Ticket number

Card number

They are 15 characters and begin with the numbers 1134, 1202, 1133, 1547

Ticket number

The ticket number has 13 digits and must not include special characters.

Booking number

Must be alphanumeric. Example: AAA000

Cardholder Name

Cardholder's last name

Enter your refund details to check its status.

Ejemplo de roll out

Enter your refund information to check its status.

This service is only available for refunds requested through Avianca.com.
You can find your routing number and ticket number in the confirmation email we sent you when you requested your refund through Avianca.com.

Select how you want to check your refund status:

Request number

Ticket number

Application number

Enter the code we sent to your email when you requested the refund.

Ticket number or Document number (EMD)

Must be 13 digits without special characters

Remember that you can add someone else's ticket for refund in your application.

Add another ticket number

We fly to more than 70 destinations

For you to travel the world without limits

Refunds

Be informed about the flexibility of policies due to the current situation generated by the Coronavirus (COVID-19).
Please note that there may be delays in refunds due to the economy and the high number of applications.
For Colombia, in accordance with article 17 of decree 482 of March 26, 2020, all reimbursement requests that we will process during the emergency decreed in Colombia will be delivered in the form of a UATP Voucher/Card.

Be informed about the flexibility of policies due to the current situation generated by the Coronavirus (COVID-19).
Please note that there may be delays in refunds due to the economy and the high number of applications.
For Colombia, in accordance with article 17 of decree 482 of March 26, 2020, all reimbursement requests that we will process during the emergency decreed in Colombia will be delivered in the form of a UATP Voucher/Card.

Do it yourself!

Request a refund and resolve your questions online.

Before requesting a refund, please review the terms of your ticket on the purchase confirmation. To access your payment refund, we charge some fees which are a partial refund of your fare.

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.

Our refund process complies with the rules of each country and is carried out under the General Privacy Policy.

For each Tariff Option, there are several types of restrictions such as:

Rates that allow refunds without penalty.
Rates that allow refunds by applying a penalty.
Rates that allow changes and cancellations without penalty.
Rates that allow changes and cancellations applying a penalty.
Rates that don't allow a refund.

The online tool isn't available if you redeemed your ticket with LifeMiles miles. To make the return, please reach our call center or report to one of the sales offices
It's possible to refund unused taxes (except in some countries by government regulation).
In some countries, an administrative fee is applied in order to make the refund.
Cancel the reservation in a timely manner. There is a refund restriction if it hasn't been cancelled on time.
Ticket issuance charges are non-refundable.
Our rates meet the requirements established in the Law and their conditions and restrictions have been informed in a timely manner to the Colombian Civil Aeronautics.

For the cash return of the value of a ticket, which is in the name of a minor, the refund will be authorized to the parent or guardian. It's necessary to ask on advance the document proving the legal representation of the child (Civil Registry in Colombia).

Once the refund has been authorized, well send the information to the bank to make the credit to the card on the dates they have defined for the process. The times set by each financial institution are not our responsibility.

Cash returns are granted only to the ticket holder in the currency of the country where the refund is made.
If you aren’t the owner, but wish to process a refund request on behalf of someone else you must submit: -

The request.
Document authenticated in notary (for Colombia) or its equivalent in other countries. You must certify that the ticket holder authorizes you to perform the paperwork on your behalf.
The identification numbers of the holder and the person carrying out the procedure must be specified in the document.
They are paid in the local currency of the country.

Involuntary refunds: These are those caused by situations outside the passenger, you can request it in our tool.
Voluntary refunds: You can withdraw or withdraw from your purchased ticket according to the law that applies in your country. See below on chart in detail:

Country	Detail	Charges
Colombia - Retract	When you purchase a ticket through our call center in Colombia or avianca.com/Colombia, you can withdraw within 5 days of purchase and until 5 days before the initial date of the flight. The ticket must be refunded to the passenger within thirty (30) calendar days from the communication of the withdrawal.	100% refund of the fee
Colombia - Withdrawal	When you purchase a ticket from any sales channel and/or your Contract of Carriage originating in Colombia, you can withdraw from the flight up to 24 hours before the start of the ticket. Remember to review the conditions of your rate, because if it’s a promotional rate this benefit does not apply. The airline and/or travel agent must refund the money to the passenger within thirty (30) calendar days of the notice of withdrawal.	10% deduction at the rate.
Brazil	Difference between sale and application no more than 7 days. All rates are refundable.	100% refund of the fee.
United States	When you book and purchase a ticket at any sales office, call center or through Avianca.com United States, you can cancel the purchase of your reservation without penalty. Conditions: Cancellation must be requested within 24 hours of purchase. The reservation must be made 7 days before (or more) before the date of departure of the flight.	100% refund of the fee.
Israel	Remote sales and face-to-face sales. The transaction may be canceled within 14 days of the date it was made, but at least 7 business days before the start of the service provision.	5% deduction at the rate or NIS 100.
El Salvador - Retract	Ticket sold and issued in El Salvador online. The request has been made in the range of 8 days from the date of issuance of the ticket.	100% refund of the fee.
El Salvador - Desist	Applies all purchase channels. Up to 24 hours before the trip. Apply all payment methods.	12% deduction of the fare

Payment reversals

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

Step by step
In Colombia

Steps to request the reversal of the payment

1. Upload a Payment Reversal Request form.
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.
Once you’ve submitted the request, you will receive in your email the confirmation with the case number.
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.

Payback under Colombian rules

In accordance with Decree 587 of 2016, which, among other things, regulates Article 51 of the Consumer Statute, issued by the Ministry of Trade, Industry and Tourism of the Republic of Colombia, when you purchase, directly with Avianca, air tickets and/ or tourist packages and/or tourist services purchased individually, for example, car rental, accommodation, tours, other activities (such as cultural, sports, excursions etc), and the purchase is made by non-face-to-face means, this is, through www.avianca.com, Call Center or Avianca's application on mobile devices, and use as a means of payment a credit or debit card or any other electronic payment instrument and the means of payment used is issued by an entity domiciled in Colombia, you may request the reversal of the payment, provided that there are any of the following grounds applicable to the nature of the services provided by Avianca.

Fraud: when the passenger, in the case of air tickets, or the traveler and beneficiary of the service vouchers (vouchers) in the case of tourist packages, or the holder whose name the service vouchers are issued in the case of tourist services acquired individually, be the subject of fraud.
Unsolicited operation: when the charge or charge to the payment instrument used for the payment of the air ticket in the case of air transport, or of the service coupons (voucher) in the case of tourist packages or tourist services purchased in a way individual, does not correspond to a requested service. For example, in the case of double charge for a purchased service.
The product purchased wasn’t received: when in the process of buying air tickets, or tourist packages or tourist services purchased individually, the payment instrument is charged without issuing the ticket, or the voucher.

Note: Complaints related to other aspects of the service can be filed in avianca.com, or at the Call Center, or through the complaint sheets available at our points of care, which are the established channels for the care of suggestions and claims, which will be handled in accordance with applicable legal and contractual rules.

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Refunds

Start your application here

Request a refund for your Avianca UATP card

Select how you want to initiate your refund request:

Enter your refund details to check its status.

Select how you want to check your refund status:

We fly to more than 70 destinations

Refunds

Do it yourself!

Request a refund and resolve your questions online.

Here you can:

Request and access to your online refunds easy.

Learn more about refunds

Payment reversals

Steps to request the reversal of the payment

Payback under Colombian rules

Contact us for reversals or denials.

Refunds

Refunds

Learn about our policy and process your request

Start your application here

Whoops! Sorry an error occurred

Whoops! We couldn't find your refund request

We fly to more than 70 destinations

Refunds

Do it yourself!

Request a refund and resolve your questions online.

Request and access to your online refunds easy.

Learn more about refunds

Payment reversals

Steps to request the reversal of the payment