What are the refund conditions for each country?

• Tickets issued from any country, with origin or destination Argentina.
• Applies to purchases in online channels (avianca.com, Contact center and online travel agencies).
• The request must be made within 10 days of purchase.
• We will send you an approval communication, and you will receive:

• 90 % of the fare for the ticket or additional service, if you make your request more than 24 hours before the flight departure.
• 80 % of the fare for the ticket or additional service, if you make your request less than 24 hours before the flight departure.

• Tickets issued in Brazil, regardless of origin or destination.
• Applies to purchases on all channels.
• If you purchased your ticket at least 7 days before the flight departure date.
• Ticket refund requests within 24 hours of purchase.

You can also request a refund for your additional services:

• Applies to purchases in online channels (avianca.com, Contact Center and online travel agencies).
• Applies to first-issue and sent additional services.
• You may request a refund within 7 days of purchase.

We will send you an approval communication, and you will receive a refund for your ticket and/or additional services.

• Applies to tickets issued in Canada with an origin or destination in Canada.
• For ticket and additional service purchases through online channels (avianca.com, Contact center, and online travel agencies).
• For cancellation requests made within 24 hours after the issuance date.
• For reservations made at least 7 calendar days before the flight departure.

• Applies to tickets and additional services issued in Chile and purchased through online channels (avianca.com, Contact center, and online travel agencies).
• For trips that have not commenced.
• For requests made within 10 calendar days after the purchase.

We will send you an approval communication, and you will receive a refund for your ticket and additional services.

Withdrawal policy

• You may request your right of withdrawal within the next 5 business days from the date of purchase. Please note that your flight cannot commence within the next 5 calendar days following the day of your purchase.
• Applies only to purchases in online channels (avianca.com, Contact center and online travel agencies).

If you meet the conditions to withdraw from your purchase, you will be refunded the full amount you paid, excluding the administrative fees. The withdrawal request must be made using the refund form.

Cancellation policy

• You must request cancellation at least 24 hours before the flight departure.
• Applies to purchases on all channels.
• The refund will be made for 90 % of the ticket fare (the administrative fee is excluded from the amount to be refunded).
• If you purchased your ticket before December 31, 2022, the cancellation applies only to tickets with Business, Flex and Classic fares. The Basic and Light fares are promotional and the cancellation does not apply.
• If you purchased your ticket on or after January 1, 2023, the cancellation applies only to tickets with the Business fare. The Basic, Light, Classic, and Flex fares and additional services are offered as promotions, and the right to cancellation does not apply to them.

Make your cancellation request using the refund form.

Withdrawal policy

• You may request withdrawal within 2 business days following the date of purchase.
• This applies to additional services and tickets issued from July 20, 2024, that have been purchased through any channel and whose origin is Ecuador.

If you meet the conditions to withdraw from your purchase, you will be refunded the full amount you paid, excluding the administrative fees. The withdrawal request must be made using our refund form.

Cancellation policy

• You must request the cancellation at least 72 hours before the flight departure.
• Applies to tickets and additional services purchased through any channel starting from July 20, 2024.
• The refund will be 90% of the ticket fare (the administrative fee is excluded from the refundable amount).
• Does not apply to promotional fares.

Withdrawal policy

• You may request withdrawal within 8 calendar days following the date of purchase if your flight does not start on these same days. 
• Applies to tickets and additional services purchased through any channel with origin or destination in El Salvador.

If you meet the conditions to withdraw from your purchase, you will be refunded the full amount you paid, excluding the administrative fees. The withdrawal request must be made using our refund form.

Cancellation policy

• You must request cancellation at least 24 hours before the flight departure.
• Applies to tickets and additional services purchased through any channel with origin or destination in El Salvador.
• The refund will be 88% of the ticket fare (the administrative fee is not included in the refunded amount).

Make your cancellation request using the refund form.

For flights from and to the US, the following conditions apply:

• For voluntary cancellation requests made within 24 hours of the ticket issuance date as long as the flight’s scheduled departure date is more than one week (7 days) from the ticket issuance date. This 24-hour cancellation rule applies only to the ticket itself, not to extra services (like baggage, seats, or meals) purchased separately.
• After the 24-hour free cancellation period, passengers may still request a voluntary refund, provided that the fare conditions allow it (some fares are non-refundable or may incur a fee). Refunds also apply to additional services that were not used for reasons beyond the passenger’s control. In the event of a cancellation or significant change to your itinerary (as defined by applicable regulations), automatic refunds will be available if avianca is unable to reaccommodate you or you do not accept avianca’s offer of alternative travel.
• If you are unable to travel due to a serious communicable disease, please complete the Force Majeure form and review the available refund options (including the EMD, a document that can be used as a form of payment for the purchase of avianca services or products). For this, you must provide a medical certificate issued by a licensed healthcare professional confirming that you are not fit to fly. The certificate must include:
  • Official stamp of the attending physician
  • Reason why you cannot travel
  • Patient’s name
  • Date of diagnosis
• If you purchased baggage for a flight to or from the United States and your bag was lost or significantly delayed (as defined by applicable regulations), you may request a refund by filing a mishandled baggage report. If avianca is unable to transport your baggage (due to no fault of the passenger), avianca will automatically refund any fee you paid to transport that baggage. Please review the exceptions where the request for a refund may not apply:
  • If the baggage is delivered within 15 hours after your arrival at the destination.
  • If the delay is not related to the payment of additional services.
  • Sometimes, if you are flying on two tickets, the baggage must be claimed during your layovers. If the baggage is not claimed during a layover where you hold separate tickets, you will not be entitled to a refund.
  • If the baggage irregularity was a courtesy.
  • If the connecting airport requires you to collect the baggage and recheck the baggage for your onward flight, and you choose not to retrieve it from the carousel.

• Applies to tickets issued in Guatemala and whose origin is Guatemala.
• Applies only when an operational irregularity longer than 1 minute occurs.
• For trips that have not started.
• The refund will be made for 100% of the ticket fare and the associated service.

• The refund applies to first-issued and reissued tickets within 24 hours from the date of purchase.