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Why can’t I check in online?

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You may not be able to check in online because check-in is not available yet. You can check in starting 48 hours before your flight, or 24 hours before departure if you are traveling to or from the United States, Puerto Rico, or Canada. Online check-in may also be closed for your flight, or your booking may require verification at the airport. Other possible reasons include special services, flights operated by another airline, pending changes, or immigration document checks. In these cases, we recommend visiting the check-in counter at the airport.

When do I need to check in at the airport?

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You must check in at the airport if your booking includes special services, special baggage, pets, or minors. You may also need to check in at the airport if your flight is operated by another airline, you have a pending change, you cannot complete the process for every passenger, or an immigration requirement calls for in-person verification.

How do I check in if my trip includes flights operated by other airlines?

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Check in with the airline operating the first flight of your trip. Review your booking to see which airline operates the flight, as it may be different from the airline you purchased your ticket from. For example, if the first flight of your trip is operated by Avianca, check in with Avianca. If another airline operates the first flight, check in through that airline’s channels.

How do I check in for a group booking?

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For group bookings, each passenger can check in individually, provided check-in has not already been completed for the entire group. Please note that if the booking includes passengers who share the same last name, they may not be able to check in separately. If this happens, contact our Contact Center for assistance.

Is there a fee for checking in at the airport?

false

You can check in free of charge and print your boarding pass at the airport kiosks. If you check in at the counter and your booking is eligible for online check-in, an additional fee will apply to Basic and Light fares. The fees are:

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          Domestic flights in Colombia
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          Domestic flights in Ecuador
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          International flights departing from the United Kingdom
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          International flights departing from Spain and France
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          International flights departing from other countries
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What are the Redress Number and KTN for flights to the United States?

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These identifiers are used in U.S. security processes. The Redress Number is associated with requests handled through DHS TRIP, while the KTN is associated with Trusted Traveler Programs. You can enter these numbers during online check-in. If you do not have either number, continue with the process as usual.