What do I need to consider when requesting a refund?

To request the refund of your ticket, you must take into account the conditions that apply to the chosen size when you purchased the ticket. This information can be found on the confirmation voucher of your purchase or on our website under fare types.

Grounds for claiming a refund

Duplicate banknotes	Change of itineraries
Flight cancellation	Delay in flight departure
Cancellation of the trip	Double collection of departure taxes and airport charges
Lost documents	Illness (medical certificate to be attached)
Visa refusal	Loss of a connection caused by us
Persons deprived of their liberty	Deceased persons
At the will of the passenger	Withdrawal of purchase

Conditions for claiming a refund

The reimbursement process follows the rules of each country and is carried out in accordance with the General Privacy Policy.

Tickets in the name of minors

If the ticket is in the name of a minor, the refund will be processed in the name of the parent or guardian and you must present the document proving the legal representation of the minor, for a cash refund of the value of a ticket.

Special conditions and exemptions

If you redeemed your ticket with LifeMiles miles, please contact our Contact Center or visit one of our sales offices to make the corresponding refund.
In some cases and depending on the governmental regulations of each country it is possible to refund unused taxes.
In order to avoid any refund restrictions it is important that you cancel your booking in time.
Ticket issuance fees are non-refundable. Also, please note that in some countries there is an administrative fee for refund processing.
Our fares comply with the requirements established by law and their conditions and restrictions have been duly reported to the Colombian Civil Aeronautics Authority (Aeronáutica Civil de Colombia).
The exemptions apply as long as you meet at least one of the following conditions:
- Medical incapacity
- Death
- Loss or theft of documents
- Legal formalities
- Adoption process
- Migratory conditions
- Name correction
- Covid-19 positive or close contact case
You can apply online by filling out the exemption form below:

Spanish form

English form

Portuguese form

Returns for cash payments

The cash refunds are made only to the ticket holder, in the currency of the country where the refund is made.. If you are not the cardholder and need to apply for a refund, you will need to present the following documents:

Document authenticated in a notary's office (for Colombia) or its equivalent in other countries. It must certify that the holder of the ticket authorises you to carry out the procedure in his or her name.
The document must specify the identification numbers of the holder and of the person carrying out the procedure.

Tickets paid by credit card

When you buy a ticket with a credit card, once the refund is approved, we send the information to the bank so that they can credit the card on the dates they have defined for the process. The time it takes for you to see the refund reflected on your card varies according to each financial institution.

Restrictions by fare type

For each Tariff Option, there are different types of restrictions such as:

Fares that allow refunds without penalty.
Fares that allow for refunds subject to a penalty.
Fares that allow changes and cancellations without penalty.
Fares that allow changes and cancellations with a penalty fee.
Non-refundable fares.

New for your reimbursements

If you made a refund request and received it on your Avianca UATP Card, you can request an exchange and receive the money for your purchase, when you do not want to use the card. The above applies only for tickets purchased in Colombia.

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What do I need to consider when requesting a refund?

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