According to Decree 587 from 2016, among other issues regulated by Article 51 of the Consumer Statute, issued by the Ministry of Commerce, Industry and Tourism of the Republic of Colombia, when you purchase airplane tickets and/or tourism packages and/or tourism services acquired individually (such as cultural, sports, excursions, etc.) directly with Avianca, and the purchase is made with non-physical presence methods, that is, through www.avianca.com, or the Call Center (any of the customer service lines indicated in our website), or through the Avianca application for mobile devices, and you use a credit or debit card, or any other electronic payment instrument, as method of payment, and said method of payment is issued by a financial entity domiciled in Colombia, you may request payment reversal, as long as one of the following grounds applicable to the nature of the services rendered by Avianca exists
- Fraud When the passenger, in the case of airplane tickets, or the traveler and beneficiary of the service coupons (vouchers) in the case of tourism package, or the holder under whose name the service coupons (vouchers) are issued in the case of tourism services acquired individually, is subject to fraud
- Unrequested operation When the charge to the payment instrument used to pay for the airplane tickets in the case of air transportation, or the service coupons (vouchers) in the case of tourism packages or tourism packages acquired individually, does not correspond to a requested service. For example, in the event of double charge for an acquired service
- The acquired product was not received When during the purchase process of airplane tickets, or tourism packages or tourism services acquired individually, the payment instrument is charged without issuance of the ticket or the service coupon (voucher)
Note Claims related to other service aspects may be made at Avianca.com, or the Call Center, or through the claim sheets available at our service points, which are the channels established to respond to suggestions and claims, that will be processed according to applicable legal and contractual regulations.