Customer service information 

Avianca customer service plan

Issued in accordance with 14 C.F.R. § 259.5 (August 2011)

At Avianca, like the majority of service companies, we aim to win the loyalty of our customers, working with professionalism, talent and enthusiasm, to share exceptional travel experiences with them. To achieve this objective, we have multiple tools at our disposal, including:  standardized processes, infrastructure, technology, institutional policies, guidelines, and other tools.

Nevertheless, it is clear that loyalty in any business relationship is based on continued goodwill from our customers, our fulfillment of promises and, above all, our sense of obligation to carry out the task that has been assigned to us. In this Customer Service Plan, which applies to Avianca's scheduled flights to and from the United States, we present aspects of our policies and guidelines that we have designed in order to offer a comfortable flight experience.

1. Lowest fare availability

For reservations made via, our U.S. telephone reservation system or U.S. ticketing locations, we will offer the lowest fares available through that booking channel, when you provide specific travel dates, flights, and class of service information, and will disclose to customers that lower fares may be available via another one of these distribution channels if that is the case.

2. Delays, cancellations and diversions

At Avianca, we continually work to supply accurate information to our customers on flight irregulaties that may impact their travel. No later than January 24, 2012, in the case of flights departing within seven days, we will, no more than 30 minutes of becoming aware of delays, cancellations and diversions, provide information about such flight irregularities as required under 14 C.F.R. § 259.8, by providing updates through:

  • and, upon request, via our U.S. telephone reservations system.

  • Announcements at gate boarding areas and via flight status displays at U.S. airports.

  • Subscription notification services (including e-mail), to the extent such services are offered by Avianca and the passenger has registered to receive such updates.

3. Baggage delivery

At Avianca, we utilize a team a highly trained professionals and internal processes and procedures, focused on ensuring that our passengers and their belongings depart and arrive on time. We strive to deliver your baggage promptly after your flight arrives at the gate. Nevertheless, circumstances occasionally are presented that delay the delivery of baggage. In order to address customer inconvenience in such circumstances, for covered flights, our customer service personnel at each airport will undertake every reasonable effort to ensure that your bag is located and delivered within 24 hours. In the event that your baggage is delayed, we will compensate you for reasonable expenses as required by applicable international agreements.  In the event that your baggage is lost, we will compensate you for the loss as required by international agreements and will reimburse you for any fees charged to transport such baggage.

4. Guaranteed fares

At Avianca, we offer a range of fares, providing customers a choice according to their particular needs and requirements. When inquiring about fares on, our U.S. telephone reservation system or U.S. ticketing locations, customers will be offered the lowest available fare based on their desired travel dates, flights, and class of service. When you book and ticket a reservation through Avianca's U.S. ticketing locations, Avianca's U.S. telephone reservations line or Avianca's U.S. web site,, we will allow you to cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of purchase and the reservation is made one week or more prior to the scheduled flight departure date.

5. Refunds

Avianca will provide prompt refunds for eligible tickets once we receive your request accompanied by any required documentation. When refunds are allowed we will process requests in a timely manner and refund the purchase price, less any applicable service fees, to the original form of payment. You may seek a refund by contacting Avianca at 800-284-2622.

For purchases made with cash, credit card, check or other forms of payment, we will issue your refund within 30 business days of receipt of your completed request for refund. If you used a credit card to make your purchase we will submit the request for a refund to the credit card issuer. The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund. 

6. Properly accommodating passengers with disabilities and other special needs

Avianca will provide our customers who require additional assistance, including individuals with disabilities and unaccompanied minors, with the attention, respect and care they deserve.

Customers with disabilities

Avianca endeavors to ensure that its aircraft and services comply with applicable government regulations, that our customers' needs are met and that we do not discriminate against passengers on the basis of disability. Our employees are specifically trained to support the commitment to our customers with disabilities.

You can ask for assistance when you arrive at the airport if you would like certain accommodations during your travel. There are, however, certain service requests which are required to be made in advance. This notice helps us plan ahead for your safe and comfortable travel. Please check for details. During lengthy tarmac delays, we will make every effort to properly accom¬modate customers with disabilities or special needs.

If your travel includes another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.

Requirements for unaccompanied minor travel

We welcome young customers on our flights. We do, however, have rules about when a minor passenger can travel alone and when an adult must accompany the minor during travel.

  • Children under age 5 are not permitted to travel alone and must be accompanied on all flights by a ticketed adult.

  • Children ages 5-11 may travel without an adult but are required to use our Avianca's unaccompanied minor service. There is a fee for this service and some detailed paperwork to complete prior to travel. This service may not be permitted on some flights.

  • Children ages 12-17 may travel alone. Avianca's unaccompanied minors service is not required in this case, however, it is available if you request it and has a cost. On flights within Ecuador the service for children between 13 and 17 years is not available​

Please ask Avianca or your travel agent if you need additional information about making arrangements for a qualifying minor's travel.

7. Meeting customers' essential needs during lengthy tarmac delays

We are committed to operating a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delays. We have plans and processes in place to minimize such delays. Should a lengthy tarmac delay occur, and if safety and security considerations permit, we will make every reasonable effort to ensure that your essential needs are met through providing snack food and drinking within two hours of the tarmac delay; operable lavatories; and adequate medical assistance. For additional information, please consult Avianca's Contingency Plan for Lengthy Tarmac Delays, which is available at

8. Treating passengers fairly and consistently in the case of oversales

Occasionally we may not be able to provide you with a seat on a specific flight, even if you hold a ticket and have checked in on time. This is called an oversale, and occurs when restrictions apply to operating a particular flight safely (such as aircraft weight limits); when we have to substitute a smaller aircraft in place of a larger aircraft that was originally scheduled; or if more customers have checked in and are prepared to board than we have available seats.

If your flight is in an oversale situation, you will not be denied a seat until we first ask for volunteers willing to give up their confirmed seats in exchange for compensation (in an amount determined by Avianca) and travel on a later, specified flight. If there are not enough volunteers, we will deny boarding to passengers in accordance with our company policy on boarding priority. If you are involuntarily denied boarding and have complied with our check-in and other applicable rules, we will give you a written statement that describes your rights and explains how we determine boarding priority for an oversold flight. You will generally be entitled to compensation and transportation on an alternate flight.

We make complete rules for the payment of compensation, as well as our policy about boarding priorities, available at airports we serve. We will follow these rules to ensure you are treated fairly. Please be aware that if you do not check in on-time or do not meet certain other requirements you may be denied boarding without compensation.

9. Disclosing cancellation policies, frequent flyer rules and aircraft configuration

Our website and our reservations staff, can provide clear information about our policies and the aspects of our services that may be important to you. The above refers to providing clear information about:​

  • ​Aircraft configuration, including seat location and the availability of restrooms.

  • Important terms and conditions that apply to your ticket, including cancellation policies.

  • We also provide information about our frequent traveler program, LifeMiles, including program rules, which are available in or from our reservations staff.​

10. Providing notification of changes to travel itineraries

We will do our best to contact you in advance, and in a timely manner, regarding a change to your itinerary that occurs at least seven days before your departure, using the telephone or email contact information contained in your reservation or by notifying you via a subscription notification service (including e-mail), to the extent a subscription notification service is offered by Avianca and you have registered to receive such updates.

11. Ensuring responsiveness to customer complaints

Customer feedback is the best source of information on ways to improve our services. Your comments allow us to design and implement permanent changes along the way to achieving our mission of winning your loyalty. We will acknowledge receipt of written customer complaints within 30 days of their receipt, and will send a substantive response within 60 days of receiving the complaint. In order to assist us address your complaint, it is important that we receive a full and detailed description of all relevant facts in your written correspondence. For information about filing a complaint, please visit

12. Providing services to mitigate inconveniences resulting from cancellations and misconnections

In order to reduce any inconvenience you experience during cancellations and misconnections, Avianca will:

  • Do it best to contact you in advance regarding a flight cancellation using the contact information in your reservation.

  • Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary.

Avianca takes the assurances provided in this Plan very seriously. Some of our services are sold in or originate from points outside of the United States and those services may be subject to rules and regulations for those locations. We will comply with the rules and regulations that apply where those services originate. You have contractual rights and obligations associated with your travel under Avianca's Conditions of Carriage. This Plan does not form any part of those Conditions of Carriage, nor does it create any contractual or legal rights.​