Compensations

We offer solutions to compensate any inconvenience that occurs due to unforeseen circumstances.

 

When can I request a compensation?

 

Delays or cancellations due to internal causes

Compliance of your flight itinerary is affected by irregularities attributable to our Airline. 

Voluntary denied boarding

Your itinerary was flexible and, due to overbooking, you gave up your seat in exchange of compensation. 

Involuntary denied boarding

In an overbooking situation, we could not find volunteers to give up their seat. Therefore, in exchange for compensation, you are denied boarding without your consent. Applies for Spain, the United States and London. 

Baggage irregularities

In the event of a delay, damage or pillage of your baggage.

 

Restricted or inoperable seats

Your comfort is affected because a seat is in poor state or presents a risk for you.

 

How do we compensate you?

With LifeMiles miles

If you are a LifeMiles frequent traveler, redeem your miles and enjoy multiple benefits. 

Through an EMD or MPD

An EMD (Electronic Miscellaneous Document) or MPD (Multiple Purpose Document) is a document that represents a sum of money and is delivered for you to redeem for services on our Avianca Holdings S.A. Airlines (Avianca, TACA International, TACA Peru, Avianca Ecuador S.A. and Lacsa).

An EMD may not be used with Avianca Brazil.

 

Uses and restrictions of your compensation​

 

Redemption with LifeMiles

We will give you a coupon that certifies you are a beneficiary of a LifeMiles miles compensation. You can use it in Spain, the United States, London, Chile and other countries. 

Learn about how to use our miles, how to earn them and the conditions to use the receipt.

Uses

You can use our LifeMiles miles and enjoy the following benefits. 

  • Purchase tickets with Star Alliance Airlines, Aeroméxico and Iberia.
  • Car rental.
  • Payment of hotel nights.
  • Payment of excess baggage (applies for some countries).
  • Tickets to Disney theme parks.
  • Gift certificates.
  • Purchasing products from the LifeMiles e-store catalog.

Validity of the miles: 2 years. If you earn more miles during this period, the expiration date will be updated.

Earn miles with our partners

Purchase miles at different establishments.

  • Hotel chains.
  • Car rental companies.
  • Banks with shared brand cards.
  • Restaurants.
  • Major supermarket chains.

Conditions to use the miles receipt

Below, learn about the requirements to use this compensation.

  • Compensation miles are not valid to determined your LifeMiles frequent flyer status or any other frequent flyer program.
  • These miles are transferred to your account 4 working days prior to issuing this document. Please keep the receipt of the transaction until your miles are credited to your account.
  • Miles can only be credited to accounts of the LifeMiles frequent flyer program. Therefore, they are governed by the LifeMiles terms and conditions.
  • All miles specified in this document are credited to a single frequent flyer account. No partial credits are allowed.
  • For family groups affected by an irregularity, you can request a miles credit to a single LifeMiles account of any member of the group.
  • Once you accept this compensation, you cannot change it for another one.
  • If you have any doubts, please contact our call center.

For further information visit LifeMiles

 

Redemption with EMD / MPD

An electronic coupon known as EMD (Electronic Miscellaneous Document) or MPD (Multiple Purpose Document) issued by the company that operates the flight as payment for compensation.

It represents a specific sum of money that you can use for total or partial payment with Líneas Aéreas Costarricenses S.A. (Lacsa), Transamerican Airlines S.A. (known as Taca Perú) or Avianca Ecuador S.A., (the associated companies).

 

Uses

You can purchase the following products or services with this electronic coupon.

  • Tickets.
  • Fare differences or penalties for changes on tickets.
  • Upgrades to travel on Business Class.
  • Additional baggage.
  • Special services.
  • LifeMiles miles.
  • Up to 30% of the price of a travel plan with Avianca Tours.
  • Administrative fee to issue a ticket (only in Europe). 

Voluntary denied boarding, cancellations, delays and restricted seat

Applies for Spain, the United States, London, Chile and other countries. 

 

Recommendations to redeem this coupon

  • It may be redeemed through our call center (only on the holder’s name) or our sales offices by presenting the coupon and identification document. It may not be redeemed at travel agencies or our website.
  • To transfer this EMD/MPD you must present a copy of the identity documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by both persons. The holder does not need to be present.
  • The value of the EMD/MPD is paid in the local currency of the country of redemption using the current exchange rate that applies for the sale of tickets.
  • If there is a balance in favor, a new compensation is issued under the name of the original holder of the EMD/MPD and it is governed by the same conditions and has the same validity as the initial compensation. 
  • The person under whose name this coupon is issued is responsible for its safety and proper use, the airline issuing the EMD/MPD is not liable for its loss or inappropriate use.
  • In the event of loss or for any question or doubt, contact our call center. 

Restrictions of use

  • You have one year from the date of issue to redeem the coupon.
  • It is not redeemable for cash.
  • It may not be used to purchase products on the Avianca Store.
  • It may not be used on Avianca Brazil.
  • Once this compensation is accepted, you cannot change it for another one. 

Proof of delivery, acceptance and waiver

Issuing and sending the EMD/MPD, physically or electronically, by the flight operator and receipt thereof by the passenger, implies payment by the operator of the compensation due to failure in the transportation service in relation to the flight to which the EMD/MPD makes reference, without acceptance of legal liability for the operator.

Likewise, it is proof that the traveler accepts that the EMD/MPD may be used in administrative or judicial acts as proof of payment of compensation and the passenger waives his or her right to any further actions against the operator of the flight, its associated companies, its affiliated companies and subsidiaries, the employees, agents and insurers thereof, for the event for which payment is being made. 

Involuntary denied boarding

Learn how to redeem the coupon, the restrictions and conditions of use for this compensation in Spain, the United States, London, Chile and other countries.

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Information to Redeem the Coupon in the United States

  • It may be redeemed through our call center (only on the holder’s name) or our sales offices by presenting the coupon and identification document. It may not be redeemed at travel agencies or our website.
  • To transfer this EMD/MPD you must present a copy of the identity documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by both persons. The holder does not need to be present.
  • The value of the EMD/MPD is paid in the local currency of the country of redemption using the current exchange rate that applies for the sale of tickets.
  • If there is a balance in favor, a new compensation is issued under the name of the original holder of the EMD/MPD and it is governed by the same conditions and has the same validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and proper use, the airline issuing the EMD/MPD is not liable for its loss or inappropriate use.
  • In the event of loss or for any question or doubt, contact our call center.

Restrictions of Use

  • You have one year from the date of issue to redeem the coupon.
  • It is not redeemable for cash.
  • It may not be used to purchase products on the Avianca Store.
  • It may not be used on Avianca Brazil.
  • Once this compensation is accepted, you cannot change it for another one. 

Proof of delivery, acceptance and waiver

Issuing and sending the EMD/MPD, physically or electronically, by the flight operator and receipt thereof by the passenger, implies payment by the operator of the compensation due to failure in the transportation service in relation to the flight to which the EMD/MPD makes reference, without acceptance of legal liability for the operator.

Likewise, it is proof that the traveler accepts that the EMD/MPD may be used in administrative or judicial acts as proof of payment of compensation and the passenger waives his or her right to any further actions against the operator of the flight, its associated companies, its affiliated companies and subsidiaries, the employees, agents and insurers thereof, for the event for which payment is being made. 

 

Information to redeem the coupon in London

  • It may be redeemed for cash. You must visit a sales office with our coupon and identification document. Depending on the money available in petty cash, the total value of the compensation is delivered.
  • Otherwise, the sales office agent will ask for you bank information to process the payment by wire transfer and you will be notified of the dates on which you will receive your money.
  • If may only be used by the holder of the compensation.
  • If the holder is a minor, only the parents may receive the compensation after proving kinship (copy of the birth certificate and identity document of the parents).
  • It may not be redeemed at travel agencies, our call center or website.
  • The value of the EMD/MPD is paid in the local currency of the country of redemption using the current exchange rate that applies for the sale of tickets.
  • The person under whose name this coupon is issued is responsible for its safety and proper use, the airline issuing the EMD/MPD is not liable for its loss or inappropriate use.
  • In the event of loss or for any question or doubt, contact our call center. 

Restrictions of use

  • Not transferable.
  • You have one year from the date of issue to redeem the coupon.
  • It may not be used to purchase products on the Avianca Store. 

Proof of delivery, acceptance and waiver

Issuing and sending the EMD/MPD, physically or electronically, by the flight operator and receipt thereof by the passenger, implies payment by the operator of the compensation due to failure in the transportation service in relation to the flight to which the EMD/MPD makes reference, without acceptance of legal liability for the operator.

Likewise, it is proof that the traveler accepts that the EMD/MPD may be used in administrative or judicial acts as proof of payment of compensation and the passenger waives his or her right to any further actions against the operator of the flight, its associated companies, its affiliated companies and subsidiaries, the employees, agents and insurers thereof, for the event for which payment is being made. 

Information to redeem the coupon in Chile

  • It may be redeemed for cash. You must visit a sales office with our coupon and identification document. Depending on the money available in petty cash, the total value of the compensation is delivered.
  • Otherwise, the sales office agent will ask for you bank information to process the payment by wire transfer and you will be notified of the dates on which you will receive your money.
  • If may only be used by the holder of the compensation.
  • If the holder is a minor, only the parents may receive the compensation after proving kinship (copy of the birth certificate and identity document of the parents).
  • It may not be redeemed at travel agencies, our call center or website.
  • The value of the EMD/MPD is paid in the local currency of the country of redemption using the current exchange rate that applies for the sale of tickets.
  • The person under whose name this coupon is issued is responsible for its safety and proper use, the airline issuing the EMD/MPD is not liable for its loss or inappropriate use.
  • In the event of loss or for any question or doubt, contact our call center. 

Restrictions of use

  • Not transferable.
  • You have one year from the date of issue to redeem the coupon.
  • It may not be used to purchase products on the Avianca Store. 

Proof of delivery, acceptance and waiver

Issuing and sending the EMD/MPD, physically or electronically, by the flight operator and receipt thereof by the passenger, implies payment by the operator of the compensation due to failure in the transportation service in relation to the flight to which the EMD/MPD makes reference, without acceptance of legal liability for the operator.

Likewise, it is proof that the traveler accepts that the EMD/MPD may be used in administrative or judicial acts as proof of payment of compensation and the passenger waives his or her right to any further actions against the operator of the flight, its associated companies, its affiliated companies and subsidiaries, the employees, agents and insurers thereof, for the event for which payment is being made. 

Information to Redeem the Coupon in other countries

  • It may be redeemed through our call center (only on the holder’s name) or our sales offices by presenting the coupon and identification document. It may not be redeemed at travel agencies or our website.
  • To transfer this EMD/MPD you must present a copy of the identity documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by both persons. The holder does not need to be present.
  • The value of the EMD/MPD is paid in the local currency of the country of redemption using the current exchange rate that applies for the sale of tickets.
  • If there is a balance in favor, a new compensation is issued under the name of the original holder of the EMD/MPD and it is governed by the same conditions and has the same validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and proper use, the airline issuing the EMD/MPD is not liable for its loss or inappropriate use.
  • In the event of loss or for any question or doubt, contact our call center.

Restrictions of Use

  • You have one year from the date of issue to redeem the coupon.
  • It is not redeemable for cash.
  • It may not be used to purchase products on the Avianca Store.
  • It may not be used on Avianca Brazil.
  • Once this compensation is accepted, you cannot change it for another one. 

Proof of delivery, acceptance and waiver

Issuing and sending the EMD/MPD, physically or electronically, by the flight operator and receipt thereof by the passenger, implies payment by the operator of the compensation due to failure in the transportation service in relation to the flight to which the EMD/MPD makes reference, without acceptance of legal liability for the operator.

Likewise, it is proof that the traveler accepts that the EMD/MPD may be used in administrative or judicial acts as proof of payment of compensation and the passenger waives his or her right to any further actions against the operator of the flight, its associated companies, its affiliated companies and subsidiaries, the employees, agents and insurers thereof, for the event for which payment is being made. 

 

Baggage irregularities

Applies for Spain, the United States, London, Chile and other Countries.

 

Recommendations to Redeem this Coupon

  • It may be redeemed through our call center (only on the holder’s name) or our sales offices by presenting the coupon and identification document. It may not be redeemed at travel agencies or our website.
  • To transfer this EMD/MPD you must present a copy of the identity documents of the holder (assignor) and third party (assignee), as well as the EMD/MPD signed by both persons. The holder does not need to be present.
  • The value of the EMD/MPD is paid in the local currency of the country of redemption using the current exchange rate that applies for the sale of tickets.
  • If there is a balance in favor, a new compensation is issued under the name of the original holder of the EMD/MPD and it is governed by the same conditions and has the same validity as the initial compensation.
  • The person under whose name this coupon is issued is responsible for its safety and proper use, the airline issuing the EMD/MPD is not liable for its loss or inappropriate use.
  • In the event of loss or for any question or doubt, contact our call center.

Restrictions of Use

  • You have one year from the date of issue to redeem the coupon.
  • It is not redeemable for cash.
  • It may not be used to purchase products on the Avianca Store.
  • It may not be used on Avianca Brazil.
  • Once this compensation is accepted, you cannot change it for another one.