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We make every effort to avoid any damage, delay or loss to your baggage, however, our liability for loss, delay or damage to baggage is limited.
For international travel where the Montreal Convention (available in spanish) applies, our liability is less than or equal to 1,000 Special Drawing Rights per passenger with ticket, for registered or unregistered baggage as applicable. The value of Special Drawing Rights will vary with exchange rates and may be checked by visiting the Internationaln Monetary Fund website.
As established under Avianca’s contract of carriage, please remember that we cannot accept any responsibility for minor damage to checked baggage, such as scratches, stains, dents, cuts or loss of or damage to protruding parts such as wheels, outer pockets, handles, locks or other attached items, when such damage constitutes fair wear and tear resulting from the ordinary handling of checked baggage.
We recommend you do not include the following items in the baggage you check with the Airline (these must be taken in your carry-on baggage or shipped via a freight company). The airline's liability is limited if these items have not been declared:
Irreplaceable, fragile or high-value items
Art pieces, jewelry, money, personal documents, negotiable papers, medical documents and records, eyeglasses, keys, pens or branded pens, antiques, medicine, among others.
Electronic items and accessories
Computers, electrical appliances photographic equipment, medical equipment, cell phones, data storage devices (MP3 players, USB drives, external drives, iPods etc.), digital tablet computers, game consoles, PDAs and other electronic equipment or components including software, televisions, radios or similar elements.
Perishable food items
With expiration dates or which require refrigeration.
To insure your baggage against loss that exceeds the applicable liability limits, you must purchase third party travel insurance.
Compensation is not immediate. The amount payable for loss or damage must be proved to ensure appropriate compensation up to the applicable liability limit.
In addition to the above, please note that if you check baggage with these new characteristics we will request that you sign the Limited Liability tag at our counters and cases for claims will not be opened. Avoid transporting your baggage under the following conditions:
We offer our sincere apologies for having caused any inconvenience with regards to your baggage. It is always our intention that all our passengers arrive at their destination on the same flight as their baggage, with the baggage in the same condition as it was when it was checked. However, sometimes unfortunate situations do occur, and you have a reasonable amount of time from the date the flight landed to formally make your claim to either: through the form for irregularities with baggage, the Baggage Office at the respective airport, our baggage call center. When contacting us please have your baggage tag number to hand. The baggage tag number is comprised of 2 letters and 6 numbers.
Looting reports doesn't apply to:
You can't submit a claim:
Late or delayed baggage
If your baggage did not arrive on your flight
Request and fill the “Baggage Claim Form” found in the Baggage Office at the terminal (which is normally in the baggage claim area). If you've already left the airport you can report the issue through our online form for irregularities with baggage.
If you want to present a formal claim
You have a maximum of 21 days from the date you completed your flight to file a formal claim with either, via our website, the Airport Baggage Office, or through the call center. After making the claim, a Baggage Customer Service Consultant will contact you in a maximum of 2 days to assist you in resolving your problem.
If you don´t live in the destination country
Any traveler who is not a resident in the destination country and whose free baggage allowance did not arrive on the same day of travel shall be entitled to compensation for basic necessities. Compensation for delayed baggage receipts must not include alcoholic beverages, high-end items or payments in luxury restaurants.
Your baggage details have been entered into a worldwide search system. To check information about your delayed baggage please click here.
Conditions to receive a claim for baggage irregularities
Baggage reports will be received when the Airline was the last carrier under a single contract of carriage, regardless of which airline issued the ticket.
Only expenses for basic necessities are applicable if the passenger did not receive their baggage and is not a resident of the destination country.
To make a claim for delayed baggage the following are required:
Claims through our form for irregularities with baggage or Baggage Call Center.
Our policy is to transport all pieces of delayed baggage in a maximum of 24 hours, except in circumstances beyond the control of the airport, for example: no flights, high season, bad weather, among other reasons.
Our customer service advisor will keep you constantly informed about the status of your baggage and you'll be notified as soon as it is received.
Report lost objects
You can report lost objects through our form at the call center or at the baggage office at the corresponding airport.
Claiming lost objects
To return a lost object at the Office or Baggage Central, you must present an identification document and the boarding pass. Should you not be able to claim it personally, you may send a signed authorization letter, with a copy of your identification document and that of the person you are authorizing.
Items lost by passengers and baggage that has not been claimed by its owner from the airline, shall remain under the airline's custody for a period of 2 months as of the date when the baggage arrived or when the articles where found.
The airline is under no obligation to answer for said articles and baggage and abandoned objects may be destroyed.
Claiming lost documents
If upon your arrival to Bogota you forgot a document, such as identification, Passport, driver’s license, among others, on the plane or at the VIP Lounges of El Dorado Airport, please call OPAIN’S Lost Objects office at (57)(1) 4397070 ext. 5112. If the documents were inside a wallet, bag, purse or backpack, please go to the Avianca lost baggage office located at this airport.