Hearing disability

We work as a team to ensure your travel experience is accessible at every stage.

Guide for your journey

Discover how we support you through every stage of your trip, from booking to your arrival at the destination

When booking your flight

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">On avianca.com when booking: during the checkout process, go to the <strong>"Accessibility and assistance"</strong> option in the third step and then select <strong>"Do you have a hearing disability?"</strong>.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">At the <a href="/en/about-us/contact-us">Contact center or sales office</a>: let us know what assistance you need.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Access the TDD service from:</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>United States:</strong> <a href="tel:+18007784838">+1 800 778 4838</a> (voice) or <a href="tel:+18004559880">+1 800 455 9880</a> (TTY)</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>Brazil:</strong> <a href="tel:+5508007248754">+55 0800 724 8754</a></li>
</ul>

Before your trip

You can request assistance at least 48 hours before your flight through:

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><a href="https://cambiatuitinerario.avianca.com/en/search">Manage your booking</a>: log in with your booking code and last name, or call our <a href="/en/about-us/contact-us">Contact center</a>.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Download our app from <a href="https://play.google.com/store/apps/details?id=areamovil.aviancataca&hl=en_CO&pli=1">Play Store</a> or <a href="https://apps.apple.com/co/app/avianca/id590816148?l=en-GB">App Store</a> to:
    <ul>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Check your flight information.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><a href="https://checkinnew.avianca.com/Check-In?lang=En%22%20title=%22Check%20in%22%20data-anchor=%22?lang=En">Check-in</a></li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Get your boarding pass.</li>
    </ul>
  </li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Check your <a href="/en/my-booking/prepare-your-trip/baggage">baggage</a> dimensions, weight, and permitted items based on your fare type.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If you need assistance, please approach the airport counters to:
    <ul>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Verify the necessary documentation.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Receive all the information about your flight.</li>
    </ul>
  </li>
</ul>

At your departure airport

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Complete your <a href="https://checkinnew.avianca.com/Check-In?lang=En">Check-in</a> before arriving at the airport.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Use the <strong>"Special Assistance"</strong> lines at the airport for passengers who require assistance.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If your disability is not visible, let us know how we can assist you better.
    <ul>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">In the boarding area, you can request pre-boarding for more time to settle in your seat.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Not all our agents know sign language, so explain to them how you prefer to communicate:
        <ul>
          <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">In writing.</li>
          <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">With gestures.</li>
          <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Another option.</li>
        </ul>
      </li>
    </ul>
  </li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Look for the screens at the airport displaying details such as:
    <ul>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Departure time.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Flight number.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Gate number.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Time in the gate.</li>
    </ul>
  </li>
</ul>

On board

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Our crew will provide you with safety information through non-verbal communication.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Safety videos are available in:
    <ul>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><a href="https://www.youtube.com/watch?v=bILGTYJYZmk?v=AKoQJLpEcu4&feature=youtu.be%22%20target=%22_blank%22%20data-anchor=%22?v=AKoQJLpEcu4&feature=youtu.be">Sistema Internacional de Sinais (SSI)</a> with english subtitles.</li>
    </ul>
  </li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">On twin-aisle aircraft (B787), safety videos include subtitles in Spanish and English.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">For safety reasons: you cannot be seated in the emergency exits.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If the aircraft has WI-FI, you can access entertainment from your personal device. The onboard entertainment system includes subtitles.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Check the options of the <a href="/en/avianca-experience/onboard/onboard-menu">onboard sales menu</a>, depending on your flight route and cabin.</li>
</ul>

At your arrival or connecting airport

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>Disembarkation:</strong> depending on the airport, we may use stairs and bus transportation to the terminal. For safety reasons, passengers requiring assistance will disembark last.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>Ground assistance:</strong> if needed, our team will guide you through the next steps of your journey.</li>
</ul>