Intellectual and neurodivergence 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

Request assistance according to your purchase channel:

<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 an intellectual disability or neurodivergent?"</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>
</ul>

Before your trip

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>If you already have your booking:</strong> request assistance at least <strong>48 hours before your flight</strong> through <a href="https://cambiatuitinerario.avianca.com/en/search">Manage your booking</a> by entering your booking code and last name. In the <strong>"What else can you do with your booking?"</strong> section, select <strong>"Special Services,"</strong> 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;"><strong>If traveling with your service dog:</strong> select the <strong>"Flying with a service dog"</strong> option when making your booking or through <a href="https://cambiatuitinerario.avianca.com/en/search">Manage your booking</a>. <strong>For travel with an emotional support dog:</strong> include it in your booking by calling the <a href="/en/about-us/contact-us">Contact center</a> at least <strong>48 hours before flight departure</strong>. Check the required <a href="https://ayuda.avianca.com/hc/en-us/articles/13091555715739">documentation</a> for its transport.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Bring items that help you feel calm, such as lanyards indicating an invisible disability, electronic devices, books, or music to listen at the airport or during your flight.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>Get ready for your flight:</strong> 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 check your flight information, check in, and have your boarding pass handy.</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>
</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%22%20target=%22_blank%22%20title=%22Check-in%20online%22%20data-anchor=%22?lang=En">check-in</a> before arriving at the airport. If you need assistance, go to our counters using the <strong>"Special assistance"</strong> 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.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Make sure you understand all instructions related to documentation, baggage, and safety procedures to travel independently.</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. You can use a cord to make your disability visible: <a href="https://hdsunflower.com/us/insights/post/airports-around-the-world">check the airports</a> where you can obtain the Hidden Disabilities Sunflower lanyard.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">In your flight's boarding area, you can request pre-boarding to have more time to settle in.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Arrive at least <strong>30 minutes</strong> before the time indicated on your boarding pass.</li>
</ul>

Onboard

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If you are seated near the wings of the plane or the bathrooms, <strong>the turbine noise may be louder.</strong></li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>For safety reasons,</strong> we cannot offer you a seat in the emergency exit row.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If your disability is not visible, inform the crew of how they can assist you. This will allow us to adjust our service to your needs.</li>
</ul>

Our crew is trained to:

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Provide personalized safety instructions before takeoff, either through speakers or video.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If you need help eating or using the restroom, it is essential to travel with a companion.</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>