There are different cases for which you may be entitled to compensation, however, please note that our customer service will be in charge of managing and evaluating if your request meets all the conditions.
Delays or cancellation due to internal cause: If your flight schedule is affected by irregularities attributable to our airline.
Voluntary denial of boarding: Your itinerary was flexible and because of various circumstances, you gave up your seat in exchange for compensation.
Involuntary denial of boarding: If, due to various circumstances, we are unable to find volunteers to give up their seats, we will offer you compensation if you are denied boarding without your consent.
Irregularities in baggage: In the event of delay, damage or looting of your baggage.
Restricted or inoperative seats: If you chose a reclining seat that did not recline during the flight.
Cabin changes: If your reservation included Business Class and you were unable to fly in it, we will relocate you for compensation. All other benefits associated with flying in Business Class remain in effect.
Compensation conditions according to the country of departure of the flight
If your flight experiences a significant delay, disruption, or cancellation due to causes attributable to the airline, you are entitled to:
Cuando la espera en el aeropuerto es:
- More than 1 hour and less than 3 hours: snack.
More than 3 hours: breakfast, lunch, or dinner (depending on the time).
- More than 5 hours: i) accommodation, if an overnight stay is required and the delay occurs in a location other than your usual place of residence and/or ii) transportation to and from the airport.
Additional compensation equivalent to 30% of the value of the affected segment:
- Flight cancellation with an impact on the original itinerary equal to or greater than 6 hours.
- Flight delay with an impact on the original itinerary equal to or greater than 5 hours.
- Involuntary denied boarding due to overbooking.
Keep in mind:
- If your case was not handled at the airport, you can submit your request online by selecting the type of disruption you experienced in the complaints form.
- If your flight or itinerary is affected by irregularities beyond the airline’s control, these types of compensations will not apply.
- If you requested a refund for your ticket, the company will be released from any further responsibility once the amount paid has been reimbursed.
- If your flight was canceled or changed and you were rebooked on another flight (by avianca or another airline), you will be compensated in accordance with the applicable regulations of the country of origin where the disruption occurred, and based on the total delay time relative to the original arrival time at your final destination.
Learn more if you are traveling from the Europe.