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Cancellations and refunds

Know more about our reservation cancellation or refund conditions


Only for tickets to and from the United States

When you book and ticket a reservation through Avianca's U.S. ticketing locations, Avianca's U.S. telephone reservations line or Avianca's U.S. web site, we will allow you to cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of purchase and the reservation is made one week or more prior to the scheduled flight departure date.​

Ca​ncellations for national and international flights from Colombia​

Right of withdra​wal:

When you buy a ticket at any sales channel in Colombia (ticket office, Call Center or through and/or when your Transport Contract originates in Colombia, you may cancel the trip until 24 hours before the scheduled flight departure, in which case the airline may retain up to 10% of the fare value. Please remember to check on your fare conditions, since this benefit does not apply to promotional fares. The airline and/or travel agent must refund the money to the passenger within a maximum term of thirty (30) calendar days as of the notification of withdrawal.​

Rig​ht of Retraction:

When you buy a ticket through our Call Center in Colombia or Colombia, you may retract within 48 hours following your purchase. Remember that depending on the type of flight, there must be a minimum period of time between the time of your request and the initial travel date:

  • Domestic flight (national) greater than 8 calendar days.
  • International flight 15 calendar days.

In passenger air transportation service provision contracts perfected through the sales mechanisms provided in Decree 1499 from 2014, the right of retraction in favor of the acquirer of the ticket shall be understood as agreed.

It shall be equivalent to sixty thousand pesos ($60,000) for national tickets or fifty US Dollars (US$50) for international tickets, using the official exchange rate approved by the Central Bank on the day on which the passenger notifies the transporter or the travel agent of his or her decision to retract.

The retained value may not exceed ten percent (10%) of the value received for the fare, excluding fees, taxes and the administrative fee.

The airline or travel agent that sold the ticket must refund the money to the passenger within a maximum term of thirty (30) calendar days as of the notification of retraction.

Check the Spanish version of the Desist and Retract Resolution from 2015 and the Aviation Regulations of Colombia RAC3.​


Do you need a refund? Know each of the steps and requisites to get a refund.

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Check the Fare Option you've acquired in your purchase confirmation. In most cases an additional charge for the procedure is payable, which will be deducted from the amount to be reimbursed. It's important to note that some taxes are not refunded by the airline, so to collect the refund you'll need to go to the offices of the relevant collection authority.

I have a non-refundable ticket but I won't be able to travel. Can I request a refund?

  • Yes, you can request a refund of the taxes that apply to the unused legs in your ticket. Please note that some taxes are not refunded by the airline so you'll need to go to the offices of the relevant collection authority.

  • If you have a ticket with a non-refundable fare but it allows date changes you can reschedule you trip without forfeiting the total value of the ticket. Applicable charges will be levied for changes.

Where can I request my refund?

To process the refund you can contact our call center, visit any of our sales offices or fill the online form.

Refund Reasons

  • Deat​hs.
  • Denied Visa.
  • Double charging of departure tax and airport taxes.
  • Duplicate Tickets.
  • Flight cancellation.
  • Flight departure delay.
  • If the passenger so wishes​.
  • Illness (medical certificate must be attached)​.
  • Itinerary changes.
  • Missed connection caused by us.
  • Missing Documents.
  • Oversale.
  • Prison.
  • Right of ​renouncement.
  • Right of withdrawal.

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Conditions and restrictions to request a refund

  • Our refund process is adjusted to the rules of each country and is conducted according to the General Privacy Policy.
  • For each Fare Options various restrictions apply, such as:

    • Fares that allow ​a refund paying a penalty​.
    • Fares that allow a refund without a penalty.
    • Fares that allow changes and cancelations without penalties.
    • Fares that allow changes and cancelations paying a penalty.
    • ​Fares that do not allow refunds.

  • The online tool is not available if you redeemed your ticket with LifeMiles miles, to request a refund please contact our call center or go to one of our sales offices
  • Unused taxes can be refunded (except in some countries due to government regulations).
  • An administration fee is charged in some countries for refunds.
  • Bookings must be canceled promptly as refund restrictions exist if they are not canceled in time.
  • Issue fees are not refundable.
  • Our fares fully comply with legal requirements and their conditions and restrictions have been registered with the Aeronáutica Civil de Colombia (Colombian Civil Aviation Authority).

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Refunds will be carried out using the same payment method used to acquire the ticket.

Tickets in the name of a minor.

For a cash refund of a ticket issued in the name of a minor, the refund will be authorized to parents or guardians, as long as they present the document proving that they are their legal representative (e.g. in Colombia this document is the Civil Registry Registro Civil).​​

The refund must be authorized
by the parents or guardian.


Tickets purchased with credit cards.

Once the refund is authorized the airline sends the information to the bank so that the payment can be credited to the card on the dates established by the banks for this process. The times are set by each financial institution and are their sole responsibility.

We have to process the refund with the corresponding finantial entity
for your refund​.

Cash refunds.

Cash refunds are made in the local currency of the country where the refund is being carried out; and are only made to the ticket holder.
If you are not the ticket holder but want to file a refund request on behalf of one, you must submit a document authenticated at a Notaria (notary public) in Colombia, or its equivalent in other countries, together with the application certifying that the holder of the ticket authorizes you to pursue the matter on their behalf. The document must include the identification number (National ID Card for Colombia or its equivalent in other countries) of the ticket holder and the person carrying out the process for them.

Are made in the local currency
of the country.

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Online Form

We know that unforeseen problems can occur that force you to cancel your trip; that's why we designed an online form where you can enter your refund request for unused tickets or taxes.​

Request refund​​​​​​

Please note

  • Do not complete this form if your request is not listed in the “reimbursement reasons” in can my ticket be reimbursed?​.​

  • Once completed your request and attached the required documents, the system will provide you with a submission number, which may be used to track your request together with your ticket number. For further information, please go to the check your reimbursement tool.​


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Contact Us

If you have any questions about your refund request, email us at or contact our call center.​​