When booking your flight

Request assistance according to your purchase channel:

●  On avianca.com when booking: during the third step of the checkout process, select the "Accessibility and assistance" option and choose:
> "I need a wheelchair" if you require a loaned wheelchair.
> "I am bringing my own wheelchair" if you are bringing your own wheelchair or scooter.

●  At the Contact center or sales office: Let us know what assistance you need.

Keep in mind

●  If you require assistance with restroom visits, personal care, eating, medication administration, or understanding safety instructions during the flight, you must travel with a companion.

Before your trip

 If you already have your reservation, request assistance at least 48 hours before your flight:

●  Through Manage your booking by entering your reservation code and last name. In the "What else can you do with your booking?" section, select "Special Services," or contact our Contact Center.

●  Check your baggage dimensions, weight, and permitted items based on your fare type. Respect the restrictions to facilitate assistance and avoid delays at the airport.

●  Get ready for your flight: download our app from Play Store or App Store to check your flight information, check in, and have your boarding pass handy.

If you are traveling with your wheelchair:

At your departure airport

● Check-in: complete your check-in before arriving at the airport. If you need assistance, go to our counters using the "Special assistance" line, where we will verify your documentation and provide information about your flight. If you’re unsure of the location of the counters, ask for directions at the airport's information points.

● Arrive at least 30 minutes before the time indicated on your boarding pass. If you arrive after boarding has started, you will need to wait until the end of the boarding process.

Keep in Mind

● Loaner Wheelchairs: if you requested one in advance, our providers will assist you from the check-in counter to the location you specify (boarding gate or seat on the plane).

● Mobility Devices: you can carry medical equipment and up to two mobility aids (such as canes, walkers, or crutches) free of charge, and they will not be considered carry-on baggage.

● To transport your wheelchair, you must provide information about: wheelchair type, weight, dimensions, battery type, and assembly/disassembly instructions.

Onboard

● For safety reasons, we cannot offer you a seat in the emergency exit row.

● Our seats have movable armrests to make it easier to transfer between the seat and the wheelchair.

● The restrooms on our aircraft meet accessibility standards to ensure you can use them comfortably.

Our crew is trained to:

● Provide you with personalized safety instructions before takeoff.

● Assist you with moving around the plane using the available onboard wheelchair.

● Retrieve items from the overhead compartments if needed.

At your arrival or connecting airport

Disembarkation:

● For safety reasons, passengers requiring assistance disembark after all other passengers have left the aircraft. In some airports, you may need to use stairs and a bus to reach the terminal.

Wheelchair:

● If you requested a loaned wheelchair, our team will wait for you at the aircraft's door. Avoid using wheelchairs at the exit, as they are reserved for passengers who have been previously assigned them.

● If you did not reserve a wheelchair service, notify the crew. You may need to wait while we arrange your assistance.

● If you're traveling with your wheelchair, it will be delivered at the aircraft door or the oversized baggage claim.

Connections:

● If your connecting flight is with avianca, we will take you to the gate for your next flight.

● If you're connecting to another airline, we will guide you to the appropriate meeting point.

● Our team can accompany you to the baggage claim and assist you in finding the way out of the airport.