Terms and Conditions for Access and Use of our DIGITAL CHANNELS

DISCLAIMER: When accessing and using our websites and mobile applications (hereinafter THE DIGITAL CHANNELS), you accept the Terms and Conditions for Access and Use, Cookies Policy and the Privacy Policies of The Airlines. 

Welcome to THE DIGITAL CHANNELS of the following airlines integrated into Avianca Holdings S.A.: Aerovías del Continente Americano S.A. Avianca, Tampa Cargo S.A.S, commercial companies incorporated in the Republic of Colombia, Avianca Ecuador S.A., public limited company incorporated in the Republic of Ecuador, Taca International Airlines S.A., incorporated in the Republic of El Salvador, Líneas Aéreas Costarricenses S.A. Lacsa, incorporated in the Republic of Costa Rica, Trans American Airlines S.A., incorporated in the Republic of Peru, Aviateca S.A., incorporated under the laws of Guatemala, Servicios Aéreos Nacionales, Public limited company (SANSA), incorporated in the Republic of Costa Rica, Isleña de Inversiones, S.A. de C.V., incorporated in the Republic of Honduras, hereinafter known individually and collectively as “The Airlines”, whether acting under their own brand or trade name or under the trade name AVIANCA.

For the purposes of the information contained herein, “User” shall be any person accessing any of THE DIGITAL CHANNELS of The Airlines. 

Likewise, DIGITAL CHANNELS shall mean all websites of The Airlines, including: www.avianca.com, www.programapreferencia-com, www.aviancaholdings.comwww.aviancaservices.comwww.aviancacargo.comwww.deprisa.comwww.flybox.com.avianca.com, as well as their mobile applications and social networks, through which the User may access any type of communication or interaction with The Airlines, including those channels created in the future, hereinafter known individually and collectively as THE DIGITAL CHANNELS, whether the user access them through www.avianca.com or directly at each of said websites, mobile applications and/or social networks. 

Each of THE DIGITAL CHANNELS contains specific terms and conditions that apply to the products and services mentioned therein.

The information included in THE DIGITAL CHANNELS has been prepared to inform the User about The Airlines, as well as the products and services they make available through the Internet.

In the event of an error, insufficiency, lack of clarity or expiration of the terms of validity of the information or if there is any question regarding the information disclosed herein, we appreciate if the User sends a message to e_solutions@centrosolucionavianca.com.

In some cases, THE DIGITAL CHANNELS may host references to other websites or links other than the abovementioned DIGITAL CHANNELS, with third-parties other than The Airlines (linked sites). In these cases, The Airlines assume no liability for the content of the information or the goods and/or services and/or products offered in said linked sites. 

All links have the sole purpose of providing the User with more information about existing services in the market, which we believe can be of use, but do not constitute a commercial offer to render those services by The Airlines and the eventual contracting thereof shall be performed under the exclusive liability of the User. 

All services and products described, offered or sold through THE DIGITAL CHANNELS are subject to applicable regulations pursuant to the nature thereof and of the terms and conditions, including restrictions and conditions of use set forth by The Airlines or the companies that offer them and are framed within the applicable regulations in the countries of operation of The Airlines, specifically, air transportation services are subject to the Contract of Carriage of the Airlines available at www.avianca.com and on the mobile applications. 

The Airlines reserve the right to change the conditions of access and use of THE DIGITAL CHANNELS at any time and without prior notice, or to modify or eliminate the products and services offered therein or eliminate links to third-party products and services therein.

The Airlines may offer special fares and conditions of those fares to purchase products and services exclusively through www.avianca.com and on mobile applications; in that case, the respective fares and conditions shall indicate so. All published fares are subject to change without prior notice. 

The Airlines do not guarantee the validity of any fare as long as the purchase has not been confirmed via e-mail or though the mobile applications, after the issuing bank and/or credit or debit card franchise has accepted and confirmed the validity of the transaction. 

In the case of promotional fares and conditions of the fares for exclusive products and services of The Airlines on www.avianca.com and the mobile applications, they shall be understood as an offer made to indeterminate persons and shall be valid for the term indicated in the promotional offer and will be mandatory after their expiration only in relation to the Users that have purchased the products and services. The Airlines reserve the right to withdraw these offers from the public at any time. 


Conditions of Access and Use of THE DIGITAL CHANNELS

IMPORTANT: The products and services offered on THE DIGITAL CHANNELS may only be purchased by persons of legal age, pursuant to applicable regulations. Children and minors may be Users of the products and services we offer as long as they act through or are duly authorized by their parents or legal representatives. 

A. Free access and use of THE DIGITAL CHANNELS

Access to THE DIGITAL CHANNELS is free for the User and does not require previous subscription or registration. However, the use of some functionalities is only available through subscription or registration of the User, as indicated at the time when he or she wishes to access these options.

The Airlines reserve the right to suspend and/or terminate provision of the access service to THE DIGITAL CHANNELS and/or functionalities contained therein at any time and without prior notice. When reasonably possible, The Airlines will previously warn about termination or suspension of the service to one or several of THE DIGITAL CHANNELS.

The Airlines reserve the right to modify, update, suspend or withdraw one, several or all of THE DIGITAL CHANNELS and/or to charge the User for the use and/or access to any service and/or functionality offered therein, at any time and at its discretion. 

For a correct navigation and User experience on websites such as: www.avianca.comwww.programapreferencia.comwww.aviancaholdings.comwww.aviancaservices.comwww.aviancacargo.comwww.deprisa.comwww.flybox.com.avianca.com, we suggest the use of the following browsers: 

  • Internet Explorer: Version 9 or higher.
  • Chrome: Version 32 or higher.
  • Safari: Version 8 or higher.
  • Firefox: Version 26 or higher.

B. Obligation to adequately use THE DIGITAL CHANNELS and the products and services offered therein

The user undertakes to use THE DIGITAL CHANNELS and the products and services offered therein pursuant to the law, moral and good customs and to these General Conditions of Access and Use of THE DIGITAL CHANNELS.

The User shall be liable for damages it may cause The Airlines or any third-party for the improper use of THE DIGITAL CHANNELS and the information contained therein. The following is an inclusive, but not limited list, of what are considered to be improper uses: Reproducir, copiar o distribuir total o parcialmente la información con fines comerciales.

  • To reproduce, copy or partially or fully distribute the information with commercial purposes. 
  • To transform or modify the information on THE DIGITAL CHANNELS and/or of the functionalities associated to the services rendered by The Airlines and/or third-parties directed from THE DIGITAL CHANNELS.
  • To exploit, reproduce, distribute, modify, publicly communicate, assign or transform the contents of THE DIGITAL CHANNELS, as well as the software, all of which is protected by copyright. Access to THE DIGITAL CHANNELS does not grant the User the right, or ownership over any intellectual property rights of the contents they host.
  • To suppress, avoid or manipulate the copyrights and other information that identify and individualize THE DIGITAL CHANNELS or the holders incorporated into the content, as well as technical protection devices, digital footprints or any other access mechanism to the information. If the User transfers software from any of THE DIGITAL CHANNELS to his or her terminal, he or she may not dissect it to study it, or decompile it, translate the version of the original source code or its language to any other code or language. 
  • To use, without authorization, the trade name, brands, logos, images and visual identity elements, products and services, among others, contained in THE DIGITAL CHANNELS, which are protected by the law. 
  • To use the content of THE DIGITAL CHANNELS or the products and services offered therein to send publicity, communication with the intent to perform a direct sale or any other class of commercial purpose. 
  • To use the information to send unsolicited messages to various recipients, regardless of its purpose, etc.
  • To provide false or incorrect data that may induce error or damages to The Airlines or a third-party. 

The Airlines reserve the right to deny or withdraw access to one, several or all of THE DIGITAL CHANNELS and/or the services or products offered therein, at any time and without the need of prior warning, to any User who fails to comply with the conditions set forth herein or any applicable specific conditions. 

C. Methods of Payment

The methods of payment enabled on THE DIGITAL CHANNELS to purchase our products are supported by security technological tools and the implementation of industry-renowned security practices that include: transmission and storage of sensible information using secure mechanisms such as encryption, use of security protocols, assurance of technological components, restriction of access to the information to authorized personnel, information backup, safe software development practices, among others. The Airlines reserve the right to modify and/or replace these methods of payment at any time at their discretion and without prior notice. 

The Airlines use electronic transfer and coding protocols and security certificates issued by renowned certification authorities in the market such as VeriSing Class 3 Extended Validation SSL SGC CA for transactions performed on THE DIGITAL CHANNELS. We have a secure SSL (Secure Socket Layer) protocol server so that any information received is transmitted encrypted to ensure its protection.

To verify that he or she is in a protected environment, the User must ensure there is an “s” on the address bar  “https”://. For additional information visit our section where we explain why it is safe to purchase on Avianca.com in further detail.

For some advice to prevent Internet fraud, visit our how to purchase on Avianca.com section.

Likewise, the User may learn about the details of our in-person and online methods of payment at this website. 

D. Technical Suitability, Precision, Sufficiency, Currentness and Use of the Information

1. Exclusion of guarantees and liability for technical suitability of the services rendered by The Airlines through THE DIGITAL CHANNELS

Services rendered through THE DIGITAL CHANNELS do not guarantee the absence of viruses or other elements that may produce alteration to the User’s information system (software and hardware or electronic documents or files stored therein; therefore, The Airlines assume no liability for damages to the User, whatever their nature, derived from such events. The User is under the obligation to take the proper precautions to protect his or her information system.

The Airlines shall decide which of the hardware, software and telecommunications technologies available in the market to use to guarantee the User the integrity and availability of the information provide by them and/or by the User. They will likewise use electronic transfer and coding protocols known in the market as secure.

The Airlines do not guarantee the availability and continuity of the uninterrupted operation of THE DIGITAL CHANNELS. When reasonably possible, The Airlines will previously announce interruptions to the operations of such websites.

The Airlines assume no liability of any nature for the unavailability or lack of continuity of operation of one, several or all of THE DIGITAL CHANNELS.

2. Exclusión de garantías y de responsabilidad por ofertas o ventas de servicios por parte de terceros a través de LOS CANALES DIGITALES

In some cases, to make it easier for the Users to purchase products and services that may complement the products and services offered by The Airlines and to offer other types of commercial transactions, The Airlines may allow third-parties to use THE DIGITAL CHANNELS to offer or sale their own products and services.

In these cases, The Airlines do not guarantee the technical suitability, precision, sufficiency, currentness and use of the online information and services offered and rendered by these third-parties or assume any liability related thereto.

The Airlines shall be extremely careful when selecting and authorizing third-parties to use THE DIGITAL CHANNELS to offer or sell their services, which shall be done under the terms and conditions set forth by those third-parties and without compromising The Airlines’ liability. 

3. Exclusion of Guarantees and Liability for services and contents hosted outside THE DIGITAL CHANNELS

THE DIGITAL CHANNELS make technical linking devices available to the User (such as links, banners, buttons, directories and search tools) that allow access to other websites that belong to, or are managed by, third-parties (hereinafter the linked sites).

Installation of linked sites has the sole purpose of making it easy for the User to search and access information available on the Internet. This possibility of accessing linked site does not represent an offer by The Airlines to render the services offered in such sites, directly or on behalf of third-parties. The Airlines do not control, approve or surveil, nor to claim the products, services, contents, information, data, files or any kind of material existing on the linked sites as their own.

The Airlines do not guarantee the technical suitability, preciseness, sufficiency, currentness or use of the information on the linked sites, nor do they assume any type of liability for damages of any class that may be due to: 

  • The operation, availability, accessibility or continuity of the linked sites. 
  • Maintenance of services, contents, information, data, files, products or any other kind of material existing on the linked sites. 
  • The provision or transmission of services, contents, information, data, files, products and any other kind of material existing on the linked sites. 
  • The quality, trustworthiness and utility of the services, contents, information, data, files, products and any other kind of material existing on the linked sites. 
  • Viruses or any other third-party elements that may cause alterations to the User’s information system (software and hardware or electronic documents and files stored therein) and, therefore, The Airlines assume no liability for damages suffered by the User, whatever their nature, that may be derived from such events. 

4. Exclusion of guarantees and liability for the use made by the User of THE DIGITAL CHANNELS and their services and contents

The Airlines do not control, or assume any obligation to control, the User in his or her use of THE DIGITAL CHANNELS and of the services and contents thereof.

Specifically, The Airlines do not guarantee that the User will use THE DIGITAL CHANNELS, the services and the contents, pursuant to the conditions set forth herein and, with the specific applicable conditions, nor that he or she uses them diligently and prudently.

The Airlines do not verify, or assume any obligation to verify, the identity of the User, the truthfulness, validity, sufficiency and authenticity of the data provide by the User of him or herself and of third-parties, therefore, it excludes any liability for damages of any nature due to the use of the services, improper uses of passwords and the use of the contents by the User or that may be due to a lack of truthfulness, validity, sufficiency or authenticity of the Information provided by the user about him or herself or of third-parties, specifically, although not exclusively, from damages of any nature that may be due to identity theft perpetrated by the User in any kind of communication made through THE DIGITAL CHANNELS. 

E. Intellectual Property

TAll rights over the contents of THE DIGITAL CHANNELS including, but not limited, to designs, banners, forms, graphic texts, symbols, brands, slogans, trade names, trade dresses, logos, icons, images, audio and video files, copyrights, rights over databases, software, including the underlying software code, html code, computer software, sources code and object code (in general the Contents or intellectual property rights) and other elements that comprise THE DIGITAL CHANNELS, are the property of The Airlines and/or their content providers and/or licensors, as well as the designs that appear in THE DIGITAL CHANNELS that belong to related companies of the Airlines, shall be subject to the conditions set forth herein and regulated by international intellectual property rights.

All software used in THE DIGITAL CHANNELS is owned by the Airlines and/or its software suppliers and may be used as a purchase and/or communication tools, or source of information.

The User may use the Content on his or her computer equipment or mobile devices that they have or control, only for personal and internal, and not for commercial purposes. The User may not use the information contained in THE DIGITAL CHANNELS for commercial purposes other than those related to knowledge and/or acquisition of the products and services. Any other use, including reproduction, modification, copy, publication, distribution and/or transmission, whether partial or total, of the contents in THE DIGITAL CHANNELS is strictly prohibited.

It is also forbidden to use framing techniques to introduce any other commercial brand, logo or any other information that is or is not protected by copyright (including images, text, page designs and formats) without the corresponding written consent from The Airlines.

The use of meta tags or any other hidden text that uses the registered names or brands of The Airlines without their prior and written consent is not permitted.

Likewise, it is forbidden to encourage, help or authorize or directly make any other person perform acts of reverse engineering, decompiling, disassembly or any other form of software manipulation of THE DIGITAL CHANNELS, whether partially or totally, as well as creating derivative works from or about The Airlines’ software, or third-party software used by them.

In addition to the non-exclusive, non-assignable, non-transferable, personal and limited right of use granted by The Airlines to the User over the Contents as specified herein, no right over those Contents or portions thereof is granted, regardless of how they appear or how they are accesses in THE DIGITAL CHANNELS.

Procedure in the event of a violation of intellectual property rights

In the event that any User or third-party considers that any content introduced in THE DIGITAL CHANNELS or THE DIGITAL CHANNELS to where he or she is directed, incurs a violation of intellectual property rights, the User must send a notification to The Airlines with the following information: 

  • Personal information: name, address, phone number and e-mail of the deponent.
  • Authentic signatures with the personal information of the holder of the allegedly infringed intellectual property rights or the person authorized to act on behalf of the allegedly infringed intellectual property rights.
  • Specific and complete indication of the content protected by the allegedly infringed intellectual property rights, as well as their location in THE DIGITAL CHANNELS.
  • Express and clear statement that the use of the indicated content has been made without the consent of the holder of the allegedly infringed intellectual property rights.
  • Express and clear statement, under the responsibility of the claimant, that the information provided in the notification is precise and that the use of the content constitutes an infringement of his or her intellectual property rights. 

These notifications must be sent to: 

Center for suggestions and claims.

Postal Address: Avenida Calle 26 No. 59-15 – Bogota D.C., Colombia. 

F. Treatment of Information and Personal Data of the User

All the information and Personal Data provided by the User upon entering or browsing THE DIGITAL CHANNELS and/or using any of the services offered therein, shall be used and treated by The Airlines pursuant to the Privacy Policy for Travelers, Clients and Users of The Airlines, available at www.avianca.com and that the User represents to know and accept. 

G. Cookies Policy

Visit our Cookies policy and learn how we use your personal information so you can have a better experience.

H. Specific Terms and Conditions of Use for Mobile Applications

Availability: 

The User must have a Smartphone with Android or iOS operating systems, with internet access and secure and trustworthy.  

Acceptance of Applicable Conditions and Policies: 

When installing an y of our Mobile Applications (Apps), The User represents to known and accept the Terms and Conditions of Use of the Airlines’ DIGITAL CHANNELS; which shall be fully applicable, as well as the specific terms and conditions set forth herein. 

When using, accessing, downloading, installing, obtaining or providing information to and from our Apps, The User represents to have read and accept these Terms and Conditions, as well as our Privacy Policy for Travelers, Clients and Users, incorporated herein by virtue of this reference. 

System Requirements:

Technical Conditions and Devices on which our Apps may be installed: 

iOS Operating System

iOS 9.0 or higher

Android Operating System

Lollipop 5.0 (API 21) or higher

Conditions of Access and Use of the App:

The Airlines reserve the right to modify, update, suspend or withdraw our Apps and/or to charge the User for their use and/or access to any of the services and/or functionalities offered therein, at any time and at its entire discretion.

The User represents and accepts that the terms and conditions govern his or her relation with the third-party provider of the respective mobile network he or she uses for connectivity with our Apps, are independent of the terms and conditions set forth herein, do not compromise The Airlines’ liability and their application shall remain valid as long as there is a contractual relationship between the User and the third-party provider of the mobile network, that may charge the User for the time he or she remains connected to our Apps or any other charge that could result from said connectivity.

The Airlines may, at their entire discretion, provide access to the Users to restricted areas of our Apps, including, among others, one or more User accounts, where specific information and/or services may be provided and/or obtained. The User who accesses said locations may be subject to additional Terms and Conditions as specified in relation to the provided services and/or functionalities. The User with service accounts is solely responsible for preserving the confidentiality of all access information, User Account information and all actions or omissions related to said account.

In cases when it is possible for The User to send digital images or other Content, including photographs, illustrations, graphics and text, through our Apps, he or she may only do so if he or she has all intellectual property rights over the submitted material. If a User sends a digital image through our Apps, he or she represents to have all rights over said image or the authorization from the owner of said rights, including authorization for personal data treatment, if applicable.

According to applicable legislation, minors cannot send digital image through our Apps. Likewise, a User cannot send any type of personal information that may identify a minor unless he or she is the legal representative and he or she does so to legally obtain the services we offer.

The User expressly exempts The Airlines from any liability for damages suffered by his or her equipment derived from the installation or use of our Apps, including among others, computer equipment, portable devices and mobile phones.

The Airlines may request that the Users update the version of our Apps at any time. Although all efforts will be made to preserve the User’s settings and preferences, there is a possibility they will be lost.

If the User believes that his or her intellectual property rights or registered trademarks are being infringed by material published or stored in our Apps, he or she must follow the procedure described in paragraph E herein.

The air transportation services the User may access though our Apps are regulated by The Airlines’ Contracts of Carriage and the User represents to know and accept hem upon acquisition of said services. 

I. Currency Converter

The User may use a currency converter to calculate currencies and exchange rates in real time on THE DIGITAL CHANNELS.

Currency exchange is based on various public sources that are not updated daily and we may therefore not guarantee the precision of the conversion. 

J. Applicable Law

The conditions of access and use set forth herein and any conflicts that may arise regarding their interpretation, use, scope and termination are governed by Colombian law, notwithstanding the special regulations on the subject matter that may apply exclusively to each of the territories and shall be subject to the non-exclusive jurisdiction of Colombian justices. 

Date of last published revision: 

July 07, 2017.