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.
Baggage in custody
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.|
Consider carrying medicines and/or important medical devices in your carry-on baggage. 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.
As our liability is limited in accordance with the provisions of international conventions, we are not responsible for claims that exceed the applicable limits.
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 in. However, sometimes these unfortunate situations do occur for reasons outside of our control.
- Valuable items such as jewelry, computers, security documents, money, cameras, among others, should always be under your custody. Please note that these items should not be in the baggage you are going to check-in, as the airline's liability is limited if these have not been declared.
- We take all necessary precautions to protect and safeguard your baggage against any eventuality. However, please remember that bags and suitcases are designed to protect the contents, which is why during handling they may display signs of wear and tear, including scratches, stains, dents, cuts or loss of protruding parts such as wheels, outer pockets, handles, locks or other attached items. The Airline shall not be liable for fair wear and tear resulting from the ordinary handling of passenger baggage.
- In case of damage, where it can be shown that it did not already exist, we will respond according to the nature of the damage and by taking into account the labels attached by the check-in module staff, depending on its condition.
- Reports of theft do not apply to perishable goods, improperly packed baggage, or contents which have exceeded the normal capacity of bags/suitcases etc. Claims cannot be made later than seven (7) days after arrival of the passenger at the final destination, or after removing the baggage from our facilities.
- Claims for theft of items are not valid when the passenger arrived at the airport on another airline.
- Does not apply to articles with limited liability under laws and regulations such as: jewelry, money, irreplaceable documents, electronics or appliances and the customer will not be given a "Baggage Irregularity Form" for the theft of such articles. For more information see the Contract of Carriage.
- Applies to electronics and appliances in their original packaging, as long as your travel route is covered by the Warsaw Convention and you have the original invoice. You must submit a receipt for excess baggage if applicable.
- In the unlikely event of a baggage irregularity whether through damage or loss of items, you have up to seven (7) days to file a claim either at the airport where the event occurred, via the call center or through Avianca.com. After this time we accept no responsibility and shall not be liable for any compensation thereof. However, we will do everything we can to solve your problem satisfactorily.
- When situations of this type occur, we do have specific defined policies and procedures in place, in accordance with industry regulations and our own procedures.
- The acceptance of a claim does not constitute an admission of liability by the airline before carrying out the respective investigation. If you have a claim it will be analyzed and compensation will be paid if applicable, in accordance with applicable regulations depending on the route flown and under the limitations of liability established by the Warsaw Convention, Montreal Convention (available in spanish) or other applicable laws.
- In cases of damage and theft the estimated time to authorize compensation and carry out the accounting process to disburse the payment takes approximately 3 to 4 weeks (assuming the traveler submits the necessary information on time).
Baggage theft reports do not apply to:
1. Perishable items, or improperly paqued baggage.
2. When landing at the airport with a different airline.
You may not submit a claim:
1. Seven (7) days after you arrived at your final destination.
2. When taking your baggage out of our facilities.
Late or delayed baggage
If your baggage did not arrive on your flight please notify our office as soon as possible before leaving the airport. You must complete 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 go to Avianca.com.
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.
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.
Eligibility to 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:
- Original baggage tag.
- Original ticket.
- Travel document.
- Claims through Avianca.com 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. Please only complete the form for baggage irregularities if one of our staff tells you to, and send it to the email address they give you.
Report lost objects
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.