What are the types of reimbursement?

There are two types of refunds: involuntary refunds, those caused by situations beyond your control, and voluntary ref unds (based on the consumer's own will, applying their own fare conditions or applicable laws), which apply when you decide to retract or cancel a ticket purchased in accordance with the law that applies in your country. Below, you will find important information on how to request your refund, depending on the case that applies. 

Withdrawal refund Refund for withdrawal

When you make a purchase using non-traditional or remote methods that you have not yet used or consumed, you have the right to withdraw from your purchase. If you withdraw from your purchase, we will refund you the full amount you paid, without any discounts or deductions. (Excluded from the amount to be refunded are the administrative fee and any fees, taxes or contributions which by regulation are not refundable).

Please note that the maximum term to exercise the right of withdrawal will be five (5) business days from the time of purchase, provided that the flight does not start within this time. The refund will be made within thirty (30) calendar days from the time you request the withdrawal of the purchase and it is processed.

This only applies to Colombia. 


In all cases, your refund request must always be made through the refund form on our website. If your ticket was purchased through atravel agency, you must request your refund directly from your travel agency.

Reimbursement rates for Colombia and El Salvador
For Colombia:

Retraction 

  • When you purchase a ticket through our Contact Center in Colombia or at avianca.com/Colombia, you may retract your ticket within five (5) business days of purchase, as long as your flight does not start within that same period.
  • The ticket must be refunded to the passenger within a maximum of thirty (30) calendar days from the communication of the withdrawal.
No penalty applies

Withdrawal

When you buy a ticket in any sales channel and/or your Contract of Carriage originates in Colombia, you can cancel the flight up to 24 hours before the start of the flight. Remember to check the conditions of your size, because if it is a promotional fare this benefit does not apply, learn more about the types of sizes. The airline and/or travel agents must reimburse the money to the passenger within a maximum period of thirty (30) calendar days from the communication of the cancellation.

Deduction of 10% of the tariff

Important!

  • While the state of emergency is in effect for Colombia, refunds will be charged to the Avianca UATP Card for the total value of the ticket not flown and may be used for the purchase of tickets or airline services. 
  • If you purchase an XS or S size , please note that withdrawal does not apply to these promotional fares, learn more about our fare conditions

For El Salvador:

Retraction 

  • Ticket sold and issued in El Salvador, through avianca.com or the Contact Center. 
  • The request has been made within 8 days from the date of issue of the ticket.

Reimbursement

of 100% of the tariff

 

Withdrawal

  • Applies to all purchasing channels. 
  • Up to 24 hours before departure. 
  • Applies to all payment methods. 
Deduction of 12% of the tariff.
Refund rates other countries
United States
  • When you book and purchase a ticket at any sales office, call center or through Avianca.com United States, you can cancel the purchase of your reservation free of charge.         

Conditions:

  • Cancellation must be requested within 24 hours of purchase.
  • The booking must be made 7 days (or more) before the departure date of the flight.

Reimbursement

of 100% of the

of the tariff. 

 

Brasil 
  • Difference between date of purchase and refund request, no more than 7 days.
  • All rates are refundable. 
100% refund of the fare. 
Israel
  • Distance selling and face-to-face sales. 
  • The transaction can be cancelled within 14 days from the date it was made, but at least 7 working days before the start of the service. 
Deduction of 5% at the rate or NIS 100.

Important!

All other countries not mentioned in the above list are governed by the specifications found in the tariff conditions.

What is a waiver?

A waiver is an application you can make when you are unable to travel and require a change of itinerary without penalty, provided you meet at least one of the following conditions:

  • Illness or medical incapacity.
  • Death.
  • Loss or theft of documents.
  • Legal formalities.
  • Adoption process.
  • Migratory conditions.
  • Correction of name.
  • COVID-19 positive case or close contact with a positive or suspected case.

Important!

If your ticket refund applies for a waiver, you can start the process by filling out the form below:

Spanish form

English form

Portuguese form

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