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Select the passengers for whom you wish to request reimbursement
To request your refund again, try once more or contact our Call Center.
Please verify that the booking code is correctly typed in and that it matches the last name on the reservation. You can try again or you can also request your refund using the ticket number.
Please verify that the service was purchased at the time of checkout and try again. You can also request it by selecting another refund reason.
Check the ticket number or request number you entered to check your refund and try again
Please verify the UATP card or ticket number you entered.
When the Avianca UATP card has this status we are unable to create a refund request.
Make sure that the booking number you entered matches the card number you want to reimburse.
Remember that if your card was issued in Colombia it is not possible to request a refund.
Remember that you cannot request a refund for an Avianca UATP card if it has no balance.
Please validate the UATP card or ticket number you entered.
Please continue by entering the Avianca UATP Card information for which you would like to request a refund.
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Enter the number of the Avianca UATP Card in which you are looking to request a refund.
For you to travel the world without limits
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.
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.
For each Tariff Option, there are several types of restrictions such as:
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: -
|Colombia - Retract||
||100% refund of the fee||
|Colombia - Withdrawal||
||10% deduction at the rate.|
||100% refund of the fee.|
||100% refund of the fee.|
||5% deduction at the rate or NIS 100.|
|El Salvador - Retract||
||100% refund of the fee.|
|El Salvador - Desist||
||12% deduction of the fare|
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.
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.
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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