Are there partnerships with ground transportation companies?

What is National Express?
National Express is an intercity bus company in the United Kingdom. Unido.

What type of agreement is there between avianca and National Express?
It is an intermodal alliance that allows connecting air and bus routes.

How and when do I have to check in with National Express?
You must print, in the check-in section of Accesrail.com, the National Express bus ticket within 72 hours prior to the departure of each bus (both outbound and return). To do so, you must enter your 6-digit avianca locator or avianca e-ticket number (formatted 134-1234567890) with your first and last name as it appears on the avianca ticket.

Do I earn LifeMiles miles for my National Express trips?
No, bus trips do not accrue miles.

Can I redeem LifeMiles miles on National Express segments?
No, it is not possible.

Is the connection between avianca and National Express made at the London airport?
Yes, the buses operate at Heathrow Airport Central Bus Station, located a few minutes walk from Terminal 2 (where avianca operates). Follow the signage indicating Central Bus Station.

What is the cost of the bus tickets?
The bus ticket is included in the airfare.

What is the validity of the bus tickets?
The validity and fare conditions of the bus ticket are the same as those of the avianca fare.

What special services can I request on the bus?
avianca cannot offer special services for bus trips, except for the possibility of traveling with a wheelchair, which must be the passenger's property. At least 36 hours in advance, it is necessary to reserve the space in English and write the details of the itinerary to DPTH@nationalexpress.com or call +44 (0) 371 781 8181. If the passenger with a disability can move from the wheelchair to the bus seat, the wheelchair must be in the hold of the bus. For more information, please refer to the guide for transporting people with disabilities. guide for transporting people with disabilities.

Is it possible to connect with another airline on the outbound and bus on the return or vice versa?
It is possible, if both services are available.

Is rerouting allowed on the bus after the start of the trip?
Yes, this service is subject to the payment of fare differences and penalties applicable to the airfare.

Who should I contact in case of a complaint or claim?
If they correspond to the bus service you can contact one of the National Express customer service options. avianca will also channel requests related to National Express routes combined with their airline tickets.

Does National Express offer executive cabin, lounge and in-flight service?
No, National Express has a single cabin, regardless of airfare class.

Consult the service conditions

For air travel, avianca's General Conditions of Carriage apply.

For bus journeys, the National Express General Conditions of Carriage apply.

• Terms and conditions.
• Passengers with disabilities.
• Baggage and lost and found.
• Baggage, pets and bicycles policy.

avianca's civil liability is limited to the air routes it operates and National Express will be liable for the ground routes, due to the fact that avianca acts as a sales channel for National Express services. For this reason, avianca will not be liable for any damages suffered by passengers, their baggage or third parties on routes operated by National Express.

Information about bus tickets

• In all situations it should be noted that the avianca e-ticket alone is not valid for boarding the bus.
• The value of the National Express bus ticket is not refundable individually. The air+bus fare may be refundable with or without penalty depending on the airfare conditions.
• Individual National Express tickets: avianca does not sell tickets for bus journeys that are not associated with an avianca flight to/from London on the same ticket.
• Printing bus tickets: It is your responsibility to carry your printed National Express bus ticket with you or on your smartphone in order to access the buses. Otherwise you will need to purchase a new bus ticket or you may miss your trip. If your trip begins by bus or plane, remember that to obtain and print National Express bus tickets, you must log in to the check-in section of Accesrail.com within 72 hours prior to each bus departure, both outbound and return.

Baggage allowance

You must claim your baggage upon arrival at Madrid or Barcelona Airport and take it with you to the Great Western Railway/Heathrow Express train station.

• You must claim your baggage upon arrival at London Heathrow Airport and take it with you to the London Heathrow Airport train station.
• When the connection is from bus to plane, you must carry your baggage from the bus to the avianca module. The custody and responsibility of the baggage during these transfers are exclusive of the passenger.
• National Express reserves the right to refuse excess baggage or to charge for excess baggage in accordance with the baggage, pet and bicycle policy.

Cancellations and changes

You must process all changes and cancellations with avianca, in which the conditions of the airfare apply. In any case of change or cancellation you must inform avianca before the departure of the respective bus.

Delays

In the event of a delay on the avianca flight that affects the bus route, National Express will authorize travel on the next bus with available seats, at no additional cost.
If, due to a delay of the National Express bus associated with the airline ticket, you miss your connection with the avianca flight, the airline will take reasonable actions to facilitate your travel on the next available flight, at no additional cost.

If you purchased an avianca ticket combined with Renfe tickets, you must take into account the following:

• It is necessary to have the avianca airline ticket issued in order to issue the train ticket.
• Once the avianca ticket has been issued, you must issue your Renfe train tickets within 72 hours prior to the departure of the vehicle.
• This procedure must be done in Accesrail.com, by filling in the fields indicated in (name, last name) and entering your e-ticket number or avianca locator. On your return trip you must repeat the same steps.

You can travel between Madrid and Albacete, Alicante, Almeria, Barcelona, Bilbao, Burgos, Cadiz, Castellon, Ciudad Real, Cordoba, Cuenca, Granada, Guadalajara, Huelva, Jerez, Leon, Malaga, Murcia, Oviedo, Palencia, Pamplona, Segovia, Sevilla, Toledo, Valencia, Valladolid, Vitoria or Zaragoza.

You can also travel between the Barcelona and Alicante, Bilbao, Castellón, Girona, Lleida, Pamplona, Tarragona, Valencia and Zaragoza.

What is Renfe?
Renfe is a train company with wide coverage within Spain.

What type of agreement is there between avianca and Renfe?
It is an intermodal alliance that allows connecting air and train routes.

How and when do I have to check-in with Renfe?
You must print your National Express train ticket in the check-in section of Accesrail.com within 72 hours prior to the departure of each train (both outbound and return). To do so, you must enter your 6-digit avianca locator or avianca e-ticket number (formatted 134-1234567890) with your first and last name as it appears on the avianca ticket.

Do I earn LifeMiles miles when I travel with Renfe?
No, train trips do not accrue miles.

Can I redeem LifeMiles miles on Renfe segments?
No, it is not possible.

What is the value of the train tickets?
The train ticket is included in the value of the airfare.

What is the validity of the train ticket?
The validity and fare conditions of the train ticket are the same as those of the avianca fare.

What special services can I request on the train?
avianca cannot offer special services for train travel, except for the possibility of traveling with a wheelchair, which must be owned by the passenger. Renfe has space for wheelchairs on the train. For more information, please consult the Special Services provided by Renfe before the trip because they may change.

Is it possible to connect with another airline on the outbound and train on the return or vice versa?
It is possible, if both services are available.

Is it allowed to change routes on the train after starting the trip?
Yes, this service is subject to the payment of fare differences and penalties applicable to the airfare.

Who should I contact in case of a complaint or claim?
If they correspond to the train service you can contact any of the Renfe or avldposventa@renfe.es user service options. avianca will also channel requests related to Renfe routes combined with their airline tickets.

Does Renfe offer executive cabin service, VIP lounge and onboard service?
Renfe offers superior cabins (Preferente or Club) in some of its trains, which will be available for our business class customers. Renfe allows access to its VIP lounges to passengers with Preferente and Club cabin train tickets.

Are there wheelchair access facilities on the trains?
Yes, for more information see the service offered by Renfe for Passengers with disabilities.

Consult the service conditions

For air travel, avianca's General Conditions of Carriage apply.

For train journeys, Renfe's General Conditions of Carriage apply. Information is available at: en:

• Passenger rights
• Passengers with disabilities
• Lost and found
• Baggage policy

avianca's civil liability is limited to the air routes it operates and Renfe will be liable for the ground routes, since avianca acts as a sales channel for Renfe's services. For this reason, avianca will not be liable for damages suffered by passengers, their luggage or third parties on routes operated by Renfe.

Train ticket information

• In all situations it should be noted that the avianca e-ticket, by itself, is not valid to board the train.
• The value of the Renfe train ticket is not refundable individually. The air+train fare may be refundable with or without penalty depending on the airfare conditions.
• Individual Renfe tickets: avianca does not sell tickets for train journeys that are not associated with an avianca flight to/from Spain on the same ticket.
• Printing the train ticket: It is your responsibility to carry your printed Renfe train ticket with you or on your smartphone in order to access the trains. Otherwise you will have to buy a new train ticket or you may miss your trip. If your trip starts by train or plane, remember that, to obtain and print Renfe train tickets, you must log in to the check-in section on accesrail.com within 72 hours prior to the departure of each train, both outbound and return.

Baggage allowance

The baggage allowance policy will be the same as avianca's for both air and rail travel.

• You must claim your baggage upon arrival at the Madrid or Barcelona Airport and take it with you to the Renfe train station.
• When the connection is from train to plane, you must take your baggage from the train to the avianca module. The custody and responsibility of the baggage during these transfers are exclusive of the passenger.
• Renfe reserves the right not to admit excess baggage or to charge for excess baggage in accordance with its baggage, animals and bicycles policy.

Cancellations and changes

You must process all changes and cancellations with avianca, in which the airfare conditions apply. In any case of change or cancellation you must inform avianca before the departure of the respective train.

Delays

In the event of a delay in the avianca flight that affects the train trip, Renfe will authorize travel on the next train with available seats, at no additional cost.
If the Renfe train associated with the airline ticket is delayed and you miss your connection with the avianca flight, the airline will take reasonable actions to facilitate your travel on the next available flight, at no additional cost.

The passenger exonerates avianca and Renfe from any claim that may be generated outside these conditions.