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Know more about our reservation cancellation conditions
When you reserve or purchase a ticket at any sales office, call center or through Avianca.com in the United States you may cancel your purchase without a penalty and receive a full refund
You must meet the following conditions
When you buy a ticket at any sales channel in Colombia (ticket office, Call Center or through Avianca.com) and/or when your Transport Contract originates in Colombia, you may cancel the trip until 24 hours before the scheduled flight departure, in which case the airline may retain up to 10% of the fare value. Please remember to check on your fare conditions, since this benefit does not apply to promotional fares. The airline and/or travel agent must refund the money to the passenger within a maximum term of thirty (30) calendar days as of the notification of withdrawal.
When you buy a ticket through our Call Center in Colombia or Avianca.com Colombia, you may retract within 48 hours following your purchase. Remember that depending on the type of flight, there must be a minimum period of time between the time of your request and the initial travel date
In passenger air transportation service provision contracts perfected through the sales mechanisms provided in Decree 1499 from 2014, the right of retraction in favor of the acquirer of the ticket shall be understood as agreed
It shall be equivalent to sixty thousand pesos ($60,000) for national tickets or fifty US Dollars (US$50) for international tickets, using the official exchange rate approved by the Central Bank on the day on which the passenger notifies the transporter or the travel agent of his or her decision to retract
The retained value may not exceed ten percent (10%) of the value received for the fare, excluding fees, taxes and the administrative fee
The airline or travel agent that sold the ticket must refund the money to the passenger within a maximum term of thirty (30) calendar days as of the notification of retraction
According to Decree 587 from 2016, among other issues regulated by Article 51 of the Consumer Statute, issued by the Ministry of Commerce, Industry and Tourism of the Republic of Colombia, when you purchase airplane tickets and/or tourism packages and/or tourism services acquired individually (such as cultural, sports, excursions, etc.) directly with Avianca, and the purchase is made with non-physical presence methods, that is, through www.avianca.com, or the Call Center (any of the customer service lines indicated in our website), or through the Avianca application for mobile devices, and you use a credit or debit card, or any other electronic payment instrument, as method of payment, and said method of payment is issued by a financial entity domiciled in Colombia, you may request payment reversal, as long as one of the following grounds applicable to the nature of the services rendered by Avianca exists
Note Claims related to other service aspects may be made at Avianca.com, or the Call Center, or through the claim sheets available at our service points, which are the channels established to respond to suggestions and claims, that will be processed according to applicable legal and contractual regulations.
Warning The consumer must bear in mind that in case an administrative or legal authority determines that the reversal does not apply, the consumer shall be liable for all costs incurred as a result of requesting the reversal. In this case, the holder of the payment instrument used for the purchase for which a reversal was requested may be definitely charged with the value of the transaction by the issuer of the payment instrument. The latter under the terms provided in Article 51 from Law 1480 from 2011
The Spanish version of the Payment Reversal Decree 2016 is available here