Compensations

You may claim compensation for:

 

Flights delayed or cancelled due to internal causes

This refers to cases where the fulfillment of your flight itinerary is affected as a result of irregularities attributable to the airline.

Voluntary denied boarding 

Applies in cases where you had a flexible itinerary and because of the overbooked flight, you agreed to surrender your seat in exchange for compensation.

Involuntary denied boarding*

Applies in situations of overbooking when the possibility of finding volunteer passengers to surrender their seats has been exhausted, you are denied boarding without your consent and offered compensation.  ​

Restricted seats / Inoperable seats

This occurs when your comfort is compromised because your seat is in poor condition, e.g. the foam is damaged, the footrest does not work, the table does not fulfill its functions properly, the seat has edges or extensions that represent a risk of injury to passengers or damage to their clothing, in addition to other reasons.

Problems with your baggage

This applies in case of baggage delay, damage or looting.

*Applies to Spain, the United States and London.

 

What kind of compensation you get?

Mile​s of our LifeMiles Frequent Flyer Program

If you are a LifeMiles frequent flyer you may get access to this form of compensation, redeem your miles and enjoy the multiple benefits of the program.

Thr​ough an EMD** or MPD

EMD (Electronic Miscellaneous Document) or MPD (Multiple Purpose Document), are exchangeable vouchers given to the passengers so they can redeem their money value for any services offered by Avianca Holdings S.A. Airlines (Avianca, TACA International, TACA Peru, Aerogal and Lacsa).

**It can not be used in Avianca Brazil.

 

Uses and restrictions of your compensation​

 

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United States

1. Redemption with LifeMiles

This is a proof that identifies you as beneficiary of compensation in miles on LifeMiles frequent flyer program.

Uses

LifeMiles Logo

  • Purchase tickets with Star Alliance carriers, Aeroméxico and Iberia.
  • Car rental companies.
  • Payment of accommodation.
  • Payment of Excess Baggage fees. (Applies to some countries)
  • Tickets to Disney theme parks.
  • Gift Certificates.
  • Buying products from the LifeMiles e-store catalog.

Validity of the miles: 2 years. If you earn more miles during this period, the expiration date will be updated.

Accumulation with Business Partners

  • Hotel chains.
  • Car rental agencies.
  • Banks with cobranded cards.
  • Restaurants.
  • Large Supermarket Chains.

Remember

  • Compensation in miles shall not be taken into account to determine your tier level whether on LifeMiles Frequent Flyer Program or other frequent flyer program.
  • These miles will be credited to your account approximately 4 days (working days) after the issuance of this document. Please keep this voucher as proof of the transaction until your miles are paid.
  • Miles can only be paid to accounts belonging to the frequent flyer program LifeMiles, therefore they will be governed by the terms and conditions of LifeMiles.
  • All the miles specified herein shall be paid to a single frequent flyer account. Partial credits are not allowed.
  • Redemption of miles with Commercial Allies may only possible through the website LifeMiles.com.
  • Once your miles are paid, they will be governed under LifeMiles policies.
  • Family groups affected by an irregularity may request payment of miles to a single LifeMiles account of one of the members of the group.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.
  • If you have any question, please contact a Customer Service Agent.

For more information please visit LifeMiles​.

2. Redemption with EMD / MPD

For voluntary boarding rejection, cancellations, delays and restricted seats

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses​​

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the Call Center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use of this coupon

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator; it also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight , its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

For non-voluntary boarding rejection

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator. It also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight, its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

By signing this document, I hereby declare that I have been informed by the airline that I have the option to receive a cash payment, for an amount ranging between 650 and 1300 USD, depending on the alternate transportation offered, according to the provisions set forth under rule 14 CFR § 250.5. Nevertheless I decline this payment and instead accepted an EMD/MPD for the amount agreed with the Airline, which appears in the "Value" field contained herein.

For problems with your baggage

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

London

1. Redemption with LifeMiles

This is a proof that identifies you as beneficiary of compensation in miles on LifeMiles frequent flyer program.

Uses

LifeMiles Logo

  • Purchase tickets with Star Alliance carriers, Aeroméxico and Iberia.
  • Car rental companies.
  • Payment of accommodation.
  • Payment of Excess Baggage fees. (Applies to some countries)
  • Tickets to Disney theme parks.
  • Gift Certificates.
  • Buying products from the LifeMiles e-store catalog.

Validity of the miles: 2 years. If you earn more miles during this period, the expiration date will be updated.

Accumulation with business allies

  • Hotel chains.
  • Car rental agencies.
  • Banks with cobranded cards.
  • Restaurants.
  • Large Supermarket Chains.

Remember

  • Compensation in miles shall not be taken into account to determine your tier level whether on LifeMiles Frequent Flyer Program or other frequent flyer program.
  • These miles will be credited to your account approximately 4 days (working days) after the issuance of this document. Please keep this voucher as proof of the transaction until your miles are paid.
  • Miles can only be paid to accounts belonging to the frequent flyer program LifeMiles, therefore they will be governed by the terms and conditions of LifeMiles.
  • All the miles specified herein shall be paid to a single frequent flyer account. Partial credits are not allowed.
  • Redemption of miles with Commercial Allies may only possible through the website LifeMiles.com.
  • Once your miles are paid, they will be governed under LifeMiles policies.
  • Family groups affected by an irregularity may request payment of miles to a single LifeMiles account of one of the members of the group.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.
  • If you have any question, please contact a Customer Service Agent.

For more information please visit LifeMiles​.

2. Redemption with EMD / MPD

For voluntary boarding rejection, cancellations, delays and restricted seats

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses​​

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use of this coupon

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator; it also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight , its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

By signing, I declare that I accept this EMD/MPD as agreed compensation with the company for voluntary denied boarding in accordance with Section 4, Reg (EC) 261/2004.

For non-voluntary boarding rejection

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It is redeemable in cash, To redeem your coupon in cash, please go to an Avianca ticket office. According to the sum of money available for liquidation, you will be given money, otherwise, the ticket office agent will ask you for your bank account details in order to process payment through a wire transfer and you will be promptly notified of the scheduled payment date.
  • It may only be used by the Holder of the compensation.
  • If the holder is a minor, the parents may collect the compensation with proof of kinship (a copy of the birth certificate or civil registry and the parent’s identification document).
  • This coupon can not be redeemed by travel agencies or through Avianca call center o web pages.
  • If the amount expressed on the EMD/MPD is in a currency other than the currency for redemption , the conversion will be made in the local currency of the place of redemption, using the exchange rate applied for tickets sale on the date of redemption.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • It is not transferable.
  • From the date of issuance you will have one year to redeem.
  • It can not be used to purchase Avianca Store products.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator. It also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight, its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

By signing, I declare that I have been informed by the airline operator that I have the option to receive a cash payment, for an amount of 500 GBP because the flight is over 3500 kilometers long according to the requirements of Regulation (CE) n° 261/2004. Nevertheless I decline this payment and instead accepted a EMD/MPD for the amount agreed with the Airline, which appears in the "Value" field contained here in.

For problems with your baggage

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Chile

1. Redemption with LifeMiles

This is a proof that identifies you as beneficiary of compensation in miles on LifeMiles frequent flyer program.

Uses

LifeMiles Logo

  • Purchase tickets with Star Alliance carriers, Aeroméxico and Iberia.
  • Car rental companies.
  • Payment of accommodation.
  • Payment of Excess Baggage fees. (Applies to some countries)
  • Tickets to Disney theme parks.
  • Gift Certificates.
  • Buying products from the LifeMiles e-store catalog.

Validity of the miles: 2 years. If you earn more miles during this period, the expiration date will be updated.

Accumulation with Business Partners

  • Hotel chains.
  • Car rental agencies.
  • Banks with cobranded cards.
  • Restaurants.
  • Large Supermarket Chains.

Remember

  • Compensation in miles shall not be taken into account to determine your tier level whether on LifeMiles Frequent Flyer Program or other frequent flyer program.
  • These miles will be credited to your account approximately 4 days (working days) after the issuance of this document. Please keep this voucher as proof of the transaction until your miles are paid.
  • Miles can only be paid to accounts belonging to the frequent flyer program LifeMiles, therefore they will be governed by the terms and conditions of LifeMiles.
  • All the miles specified herein shall be paid to a single frequent flyer account. Partial credits are not allowed.
  • Redemption of miles with Commercial Allies may only possible through the website LifeMiles.com.
  • Once your miles are paid, they will be governed under LifeMiles policies.
  • Family groups affected by an irregularity may request payment of miles to a single LifeMiles account of one of the members of the group.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.
  • If you have any question, please contact a Customer Service Agent.

For more information please visit LifeMiles​.

2. Redemption with EMD / MPD

For voluntary boarding rejection, cancellations, delays and restricted seats

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses​​

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use of this coupon

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator; it also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight , its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

For non-voluntary boarding rejection

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It is redeemable in cash. To redeem your coupon in cash, please go to an Avianca ticket office. According to the sum of money available for liquidation, you will be given money, otherwise, the ticket office agent will ask you for your bank account details in order to process payment through a wire transfer and you will be promptly notified of the scheduled payment date.
  • It may only be used by the Holder of the compensation.
  • If the holder is a minor, the parents may collect the compensation with proof of kinship (a copy of the birth certificate or civil registry and the parent’s identification document).
  • This coupon can not be redeemed by travel agencies or through Avianca call center o web pages.
  • If the amount expressed on the EMD/MPD is in a currency other than the currency for redemption , the conversion will be made in the local currency of the place of redemption, using the exchange rate applied for tickets sale on the date of redemption.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline ssuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • It is not transferable.
  • From the date of issuance you will have one year to redeem.
  • It can not be used to purchase Avianca Store products.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator. It also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight, its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

For problems with your baggage

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Other countries

1. Redemption with LifeMiles

This is a proof that identifies you as beneficiary of compensation in miles on LifeMiles frequent flyer program.

Uses

LifeMiles Logo

  • Purchase tickets with Star Alliance carriers, Aeroméxico and Iberia.
  • Car rental companies.
  • Payment of accommodation.
  • Payment of Excess Baggage fees. (Applies to some countries)
  • Tickets to Disney theme parks.
  • Gift Certificates.
  • Buying products from the LifeMiles e-store catalog.

Validity of the miles: 2 years. If you earn more miles during this period, the expiration date will be updated.

Accumulation with Business Partners

  • Hotel chains.
  • Car rental agencies.
  • Banks with cobranded cards.
  • Restaurants.
  • Large Supermarket Chains.

Remember

  • Compensation in miles shall not be taken into account to determine your tier level whether on LifeMiles Frequent Flyer Program or other frequent flyer program.
  • These miles will be credited to your account approximately 4 days (working days) after the issuance of this document. Please keep this voucher as proof of the transaction until your miles are paid.
  • Miles can only be paid to accounts belonging to the frequent flyer program LifeMiles, therefore they will be governed by the terms and conditions of LifeMiles.
  • All the miles specified herein shall be paid to a single frequent flyer account. Partial credits are not allowed.
  • Redemption of miles with Commercial Allies may only possible through the website LifeMiles.com.
  • Once your miles are paid, they will be governed under LifeMiles policies.
  • Family groups affected by an irregularity may request payment of miles to a single LifeMiles account of one of the members of the group.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.
  • If you have any question, please contact a Customer Service Agent.

For more information please visit LifeMiles​.

2. Redemption with EMD / MPD

For voluntary and involuntary boarding rejection, cancellations, delays and restricted seats

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the Call Center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s local customer service line.

Restrictions on use

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.

Proof of delivery, acceptance of conditions and waiver

  • The issuance and delivery of this EMD/MPD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD/MPD refers, without acceptance of legal liability by the operator; it also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight , its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.

Problems with your baggage

This is an electronic coupon named EMD (Electronic Miscellaneous Document) o MPD (Multiple Purpose Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies).

Uses

  • Air tickets tariffs.
  • Tariff difference or penalty for changing a ticket.
  • Purchase of Business Class up grade.
  • Baggage excess.
  • Special services.
  • Purchase of LifeMiles.
  • Up to 30% of the price of an Avianca Tours travel plan.
  • Administrative fee for ticket issuance. (Applies for Europe only)

To redeem this coupon please take into account

  • It may be redeemed through the call center (only in the name of the holder) or at Avianca’s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
  • To transfer this EMD/MPD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by the two parties. The presence of the holder is not required.
  • If the value of the EMD/MPD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
  • If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD/MPD and it shall be governed by the same conditions and validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD/MPD is not responsible for its loss or improper use.
  • In case of loss or if you have any question or doubt please call Avianca’s call center.

Restrictions on use

  • From the date of issuance you will have one year to redeem.
  • It is not redeemable in cash.
  • It can not be used to purchase Avianca Store products.
  • It can not be used in Avianca Brasil.
  • Once this compensation is accepted, no changes for another type of compensation may be requested.