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Request and consult your refunds easily online

Do it yourself!

Request a refund, cancel your ticket and resolve your doubts online.

Before requesting a refund, check the type of fare of your flight in the confirmation of your purchase; to access the refund of your payment, we apply some charges that represent the partial refund of your fare.

Do you need to cancel a ticket?

Find out more

Inform yourself of the steps and conditions you must follow to cancel your ticket.

Request refund
Check refunds

Request a refund

*Get to know the fare conditions of your tickets in Fare Options.

All the tickets you are going to enter must be issued by the same airline, otherwise you must enter them in different applications. Enter the ticket number considering all digits.

If you purchased your LifeMiles ticket, the online tool is not available. To make the corresponding refund, contact our call center or go to one of the sales offices.

Payment method

Ticket number

Do you have doubts?

Find out below each of the steps and requirements to obtain it.

Is my ticket refundable?

The first thing you have to do is to verify in the confirmation of your purchase the type of Fare Option you have purchased. In most cases, there is an additional charge for the procedure, which will be deducted from the amount to be refunded. It is important to mention that we can not refund some taxes, fees or contributions that by regulation are non-refundable. For their refund, it is necessary that you go to the offices of the collection authority.

Tickets issued in travel agencies or other issuers other than Avianca, must be managed through these.

I have a non-refundable ticket and I cannot make my trip, can I request a refund?

Yes, you can apply for a refund of taxes for unused journeys on the ticket.
If you have a non-refundable ticket, but it allows date changes, you can reschedule your trip without losing the full value of the ticket. Applicable change charges will be charged.

Where can I get my refund?

You can visit any of our sales offices or fill in the application form.

Reasons for reimbursement?

Duplicate bills.
Change of itineraries.
Flight cancellation.
Flight departure delay.
Withdrawal of the trip.
Double collection of departure taxes and airport charges.
Lost documents.
Illness (medical certificate must be attached).
Denial of visa.
Loss of a connection caused by us.
Persons deprived of liberty.
Deceased persons.
By will of the Passenger.
Retract of the purchase.

Our refund process conforms to each country's rules and is conducted in accordance with the General Privacy Policy.
For each Tariff Option, there are several types of restrictions such as:
- Rates that allow reimbursement without penalty.
- Rates that allow refunds with a penalty.
- Rates that allow changes and cancellations without penalty.
- Rates that allow changes and cancellations with a penalty.
- Rates that do not allow reimbursement.
The online tool is not available if you redeemed your ticket with LifeMiles miles. To make the corresponding refund, contact our call center or go to one of our sales offices.
It is possible to refund unused taxes (except in some countries by government regulation).
In some countries, an administrative fee is charged for the reimbursement process.
Cancel the reservation in due time. There is a refund restriction if it has not been cancelled on time.
Ticket issuance charges are non-refundable.
Our rates comply with the requirements established in the Law and its conditions and restrictions have been timely informed to the Civil Aeronautics of Colombia.

In the same way as you purchased the ticket, we will refund the money.

Tickets in the name of a minor.

For cash refund of the value of a ticket, which is in the name of a minor, the refund will be authorized to the parents or guardians. It is necessary to present beforehand the document that accredits the legal representation of the minor (Civil Registry in Colombia).

Reimbursement will be authorized to parents or guardians.

Tickets purchased with a credit card.

Once the refund has been authorised, we send the information to the bank so that it can make the payment to the card on the dates they have defined for the process. The times established by each financial institution are not our responsibility.

We will arrange with the financial institution the refund of your money.

Cash returns.

Cash refunds are given only to the ticket holder in the currency of the country where the refund is made.

If you are not the holder, but you wish to process a refund request in his name you must submit:

The application
Authenticated document in notary's office (for Colombia) or its equivalent in other countries. You must certify that the holder of the ticket authorizes you to carry out the procedure in his name.
The document must specify the identification numbers of the holder and the person carrying out the procedure.

They are paid in the local currency of the country.

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