Physical 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 third step of the checkout process, select the <strong>"Accessibility and assistance"</strong> option and choose:
    <ul>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>"I need a wheelchair"</strong> if you require a loaned wheelchair.</li>
      <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>"I am bringing my own wheelchair"</strong> if you are bringing your own wheelchair or scooter.</li>
    </ul>
  </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</a> office: Let us know what assistance you need.</li>
</ul>

<p><strong>Keep in mind</strong>

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">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.</li>
</ul>

Before your trip

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

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Through <a href="https://cambiatuitinerario.avianca.com/en/search">Manage your booking</a> by entering your reservation code and last name. In the <strong>"What else can you do with your booking?"</strong> section, select <strong>"Special Services,"</strong> or contact 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;">Check your <a href="/en/my-booking/prepare-your-trip/baggage">baggage</a> dimensions, weight, and permitted items based on your fare type. Respect the restrictions to facilitate assistance and avoid delays at the airport.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Get ready for your flight: 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>
</ul>

If you are traveling with your wheelchair:

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">We will transport it in the aircraft's hold. Please check the <a href="https://ayuda.avianca.com/hc/en-us/articles/13090594683291">requirements and recommendations</a> based on the type of wheelchair (weight, dimensions, battery).</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%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;">Arrive at least <strong>30 minutes</strong> 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.</li>
</ul>

Onboard

<ul>
  <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;"><strong>Our seats have movable armrests</strong> to make it easier to transfer between the seat and the wheelchair.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>The restrooms on our aircraft</strong> meet accessibility standards to ensure you can use them comfortably.</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 you with personalized safety instructions before takeoff.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Assist you with moving around the plane using the available onboard wheelchair.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Retrieve items from the overhead compartments if needed.</li>
</ul>

At your arrival or connecting airport

Disembarkation:

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">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.</li>
</ul>

Wheelchair:

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">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.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If you did not reserve a wheelchair service, notify the crew. You may need to wait while we arrange your assistance.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If you're traveling with your wheelchair, it will be delivered at the aircraft door or the oversized baggage claim.</li>
</ul>

Connections:

<ul>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If your connecting flight is with avianca, we will take you to the gate for your next flight.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">If you're connecting to another airline, we will guide you to the appropriate meeting point.</li>
  <li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Our team can accompany you to the baggage claim and assist you in finding the way out of the airport.</li>
</ul>