There are several reasons why you may encounter issues when checking in. Learn about them below:
- Error entering your information: at the time of check-in, you must enter your last name(s) and booking code just as they were provided at the time of purchase. To verify this information, you can check the communication we sent to your email when you completed your purchase.
You will find the information you need in the confirmation email at the top.
- Time is not yet enabled: make sure you are completing your check-in within the established hours according to your flight. If you are traveling to or from the United States or Canada, you can complete your check-in 24 hours before your flight departure. For all other destinations, online check-in will be available 48 hours before your flight.
- There was an operational change in your flight: there may be changes in flight itineraries due to issues such as airport closures, adverse weather conditions, etc. For that reason, your check-in has not yet been enabled. If your flight is affected in any way, we will inform you. Check your flight status.
Other reasons
If your flight features any of the following characteristics, please check the corresponding information:
If you requested special services, your booking may require additional confirmations at the airport. For example, when you travel with pets, emotional support dogs, passengers who require special assistance, etc.
You may be unable to complete your check-in because someone else on your booking has already completed it.
In that case, you must complete your check-in with the airline that operates the first flight on your itinerary. For example, if you have a booking for a Bogotá-Brasilia trip where the outbound route includes a Bogotá-Rio de Janeiro flight operated by avianca and another Rio de Janeiro-Brasilia flight operated by GOL, you can complete your check-in with avianca for both flights. Then, for your Brasilia-Bogotá return trip, the first flight, Brasilia-Rio de Janeiro, is operated by GOL and the second flight, Rio de Janeiro-Bogotá is operated by avianca. In this case, you can complete your check-in with GOL for both flights.
If you requested an itinerary change, it may not have been processed and you will need to contact us to manage the change.
If you have a connecting flight at El Salvador International Airport and you are a citizen of India or an African country, you must go to the counter at the airport of origin to complete your check-in. Keep in mind that the airport is implementing a new Airport Improvement Fee. Find out more.
Keep in mind:
- If you encounter an error message during the online check-in process, take a screenshot and show it at the airport counter on the day of your flight. You can continue the process there without additional charges.
- If your boarding pass does not have an assigned seat, you must continue the seat assignment process at the airport with our staff at the boarding lounges. Don't forget to show the boarding pass you got when you completed your check-in.