If you need special assistance during your trip, such as a wheelchair or the use of medical devices, here you’ll find information on how to request it and everything you need to know to ensure a comfortable and safe experience. Please note that mobility and assistance devices are considered part of your baggage at no additional cost.
Before the flight
- Let us know that you need special assistance at least 24 hours before your flight departure. This allows us to plan and provide the service properly.
- If you are traveling in a group of 10 or more people with disabilities, contact us at least 48 hours in advance.
- If you need to travel with medical equipment or devices (oxygen concentrators, wheelchairs or portable dialysis equipment), you must inform us which ones, regardless of the number of items needed.
- You do not need to present a medical certificate to travel, except if you require oxygen onboard, your health condition raises reasonable doubts about your ability to fly without medical assistance, or if you have a contagious disease.
- Follow our travel day recommendations, our crew is trained to assist you.
Available channels
You can request accessibility and special assistance services through the following channels.
| Service | avianca.com |
Contact center |
|---|---|---|
| Physical and sensory conditions | ✓ |
✓ |
| Service dogs | ✓ |
✓ |
| Medical conditions |
|
✓ |
| Wheelchair | ✓ |
✓ |
| Portable oxygen concentrator |
|
✓ |
| Portable dialysis equipment |
|
✓ |
Review the Airline Passengers with Disabilities Bill of Rights and the CFR (Code of Federal Regulations) Part 382 on non-discrimination on the basis of disability in air travel, published by the United States. Additionally, for flights to and from the U.S., on the Department of Transportation (DOT) website you can review the rules related to non-discrimination on the basis of disability in air travel. If you need a copy of the regulation in an accessible format, you can obtain it from the DOT through any of the following means:
-
- Within the United States, by calling the DOT’s toll-free hotline: 1.800.778.4838 (voice) or 1.800.455.9880 (TTY).
- By calling the Aviation Consumer Protection Division at 202.366.2220 (voice) or 202.366.0511 (TTY).
- By mail to the Aviation Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
- On the website of the Aviation Consumer Protection Division.
- If you need further assistance, ask our staff to contact a Complaint Resolution Official (CRO). Our CROs are specially trained and knowledgeable about the Department of Transportation’s (DOT) disability regulations. They will answer your questions.