Avianca Updates Software on Almost 90% of Affected Aircraft, has Increased its Customer Service capacity and Reopened Sales for Flights Starting Dec. 5

Bogotá, December 1, 2025 — Thanks to the work of Avianca’s specialized technicians, the airline has updated the software on almost 90% of the affected fleet in just three days, advancing its compliance with the Airbus order.

The airline also confirmed that it has begun updating the remaining aircraft, made possible by Airbus’ expedited shipment of software from France.

The airline continues to work closely with authorities and the manufacturer to fully restore operations as soon as possible. To date, 233 flights and 35,708 passengers have been affected, including 29,881 in Colombia.

All affected customers were provided with protection options such as: rebooking on Avianca flights, rebooking on flights operated by partner airlines, and refunds for unused segments.

The airline has made available to its affected customers a comprehensive support plan that includes:

• An increase in airport staff to provide assistance and set up dedicated spaces for seniors, travelers with children, and passengers with disabilities. At the Bogotá airport alone, more than 50 additional staff members were deployed.
• An increase in the capacity of the Contact Center and refunds teams, enabling the airline to respond to more customer inquiries and process refunds in record time.
• The implementation of new communication channels, such as WhatsApp, to inform customers about irregularities and available alternatives.

Thanks to the steady progress made on the work required by Airbus, the airline has reopened sales for flights operating as of December 5.

Avianca thanks affected customers for their patience and understanding during this force majeure situation. The efforts of the entire team, especially the more than 2,500 technicians, remain focused on restoring full operations as quickly as possible.