Avianca activates passenger protection plan

Bogotá, November 28, 2025– An urgent software update required by Airbus for a significant portion of the global A320 fleet will inevitably affect Avianca’s operations.

The airline’s teams are fully focused on completing the required modifications as quickly as possible and providing customers with options to minimize disruptions to their travel plans.

To support affected passengers, Avianca is offering rebooking on the closest available flights operated either by Avianca or by partner airlines with which it has commercial agreements.

Additionally, if these options do not meet passengers’ needs, the company is offering:

• Reschedule their flight without penalty or fare difference, subject to availability to travel within 180 days of the original flight date, through the Contact Center.
• Request a refund for unused segments :
  -Customers who purchased their tickets on avianca.com, Contact Center or at Avianca’s sales offices may submit their refund request on avianca.com.
  -Customers who purchased their tickets through a travel agency must contact the agency directly

The airline recommends that passengers:

• Review the communications sent to the email address associated with their reservation or through Avianca’s official channels.
• Check their flight status at avianca.com
• Avoid going to the airport if their flight is not confirmed.

It is important to note that Avianca closed sales for travel dates through December 8, inclusive, to prevent further impact and ensure rebooking capacity for customers who have already purchased tickets.

Avianca’s entire team is working to restore full operational normality as quickly as possible.