Visual 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;"><strong>On avianca.com</strong> 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 visual 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</a> or sales office: let us know what assistance you need. </li>
</ul>
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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.
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Before your trip
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<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">You can travel with your aids such as a mobility cane, guide dog, or others.</li>
<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 Manage your booking 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;">If traveling with your service dog: select <strong>"Flying with a service dog"</strong> when making your booking or through <a href="https://cambiatuitinerario.avianca.com/en/search">Manage your booking</a>. Check the required <a href="https://ayuda.avianca.com/hc/en-us/articles/13091555715739">documentation</a> for transport. </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;"><a href="https://checkinnew.avianca.com/Check-In?lang=EN" target="_blank" title="Check-in online" data-anchor="?lang=EN">Check-in:</a> 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. </li>
</ul>
If you need, we can:
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<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Assist you in identifying important visual information, such as gate changes or delays. </li>
<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Offer pre-boarding assistance, giving you more time to settle in comfortably and store your carry-on baggage with ease. </li>
</ul>
Onboard
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<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>
</ul>
Our crew is trained to:
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<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Explain the layout of the aircraft: location of restrooms, emergency exits, and seat controls.</li>
<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Provide personalized safety instructions before takeoff.</li>
<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;">Describe the location of food on the tray, open packages, and beverages, and read the menu options.</li>
</ul>
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Keep in mind
- Some single-aisle aircraft (A320) have braille numbering and higher contrast to guide you to your seat.
- If the aircraft has Wi-Fi, you can access entertainment from your personal device.
- On twin-aisle aircraft (B787), entertainment is available on the front seat screens; the crew can help you select content.
- Call buttons and individual light switches are usually on the ceiling above your seat. You’ll find the control on the right armrest if your seat has reclining options.
- Check the onboard sales menu, available based on the route and cabin you’re traveling in.
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At your arrival or connecting airport
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<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>Connections:</strong> if you have connecting flights, we will direct you to the corresponding gate or meeting point with other airlines.</li>
<li style="font-size: clamp(0.875rem, 0.36vw + 0.765rem, 1rem) !important; line-height: 1.5;"><strong>Arrival:</strong> our team can guide you to the baggage claim area and assist you to the airport exit.</li>
</ul>
