If you have problems when checking in online, don't worry, here we share information on themost common scenarios and reasons why you may experience problems when checking in online and what you can do to solve them.

Most common scenarios

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Error when entering data:

At check-in you must enter your name, surname and reservation number as registered at the time of purchase .

  • To verify this information, please check the confirmation email you received after making your purchase.
  • The data with the information you have to enter can be found on the top left hand side of the email. In the first row you will find the surname and in the second row the booking code. Confirm that you have entered the date of the day you have scheduled your flight.
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Time is not yet available:

Verify that you are checking in 24 hours before the flight. If you try to check in before the established time, the system will not be enabled and you will not be able to do so.

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When your booking includes special services:

If you have requested special services, some bookings require additional confirmations. This may happen when you purchase emotional support pet services, when you travel with pets, unaccompanied minors, people requiring special assistance, among others.

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Your booking includes multiple travellers:

If you are travelling with a group booking or you have more than one person under your booking, check if one of your companions checked in first. In these cases, whoever checks in first must check in for all the people under the booking.

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The booking includes flights with other airlines:

Self-service check-in from our website is only enabled on routes directly covered by Avianca. If your flight has connections with other airlines, you will only be able to check the routes operated by us.

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The booking has pending changes to be processed:

If you made a change to your booking, it may not have been processed yet and the ticket has not been linked correctly to the new itinerary.

It may appear pending payment or without new tickets generated, due to the change made in the reservation, in this case it will be necessary for you to contact us to finalize it. contact us to finalise it.

Other scenarios not related to self-management
  • Bookings that are not linked to the ticket with the itinerary: This scenario occurs when the ticket is not synchronised with the booking.
  • Reservations that the system identifies with AQQ o BPPR, Inhibit, Selected Do not Board:

    Aqq - Bppr - Inhibit: This is an error that occurs when the original booking at some point had a legal issue or passport issuance error.

    Selected: These areTSA bookings and you will need to go to the ticket counter before boarding to check all documentation.

    Do not board: This type of error will not allow you to check in and you will need to contact the airline for further details. 
  • Stocks purged and GK

    Purged reservations: These are reservations that are no longer active and are normally used to recycle the code.

    GK reserves: These are those reserves that were affected by Covid-19.

    Please note: In the event that you experience problems with your booking due to this type of error, it is necessary that you contactus directly so that we can assist you as soon as possible. us directly so that we can assist you as soon as possible.

Forgot to print your boarding pass after checking in?
You can check your boarding pass through the MyAvianca app or you can request it at the airport counter. Remember that you need to have your digital or printed boarding pass and a photo ID in order to pass through the security checkpoints.
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