What should I do if I need special assistance services for my trip?

We have special assistance services to make your trip more comfortable and safe. This type of service must be booked at least 24 hours before the scheduled departure of the flight and arrive at the airport in advance (at least 3 hours before for domestic flights and 4 hours before for international flights) to activate the service. In order for us to guarantee the service, it is important that you make your reservation within the recommended times.

Find out how to apply for this service step by step:

  1. Log in to our website and request the service during the purchase flow by selecting special services. You can also do it from my trips by entering your booking code and surname.
  2. Let us know if you are carrying any additional medical equipment (oxygen concentrators, wheelchairs or portable dialysis equipment). You can carry as many items as you need.
  3. If you are traveling in a group of 10 or more people with a disability, please contact us at least 48 hours before departure to ensure your accommodation.
  4. If you need escorts, nurses or paramedics on your trip, you can request them from our partner Medical Travel Companions.

Note: In order for us to be able to guarantee the service, it is important that you make your reservation within the recommended times.

How does this service work?

You have priority assistance at the check-in module, security and control points, the boarding lounge and on boardMobility devices and assistive devices are part of your Free Baggage Allowance.

At the airport:

Arrival at the airport

For domestic flights, arrive 3 hours in advance and for international flights, 4 hours in advance.

Get your documents ready
Have legal documents, immigration documents and medical certificate (when required) at hand.
Your wheelchair
Report any permitted assistance equipment you wish to carry in the hold.

During the flight:

Our service on board
  1. Our crew's training will enable them to help you according to your disability. In addition, we will accommodate you in the most suitable seat.
  2. The wheelchair service is free of charge.
  3. Guide dogs and emotional support dogs may be transported free of charge. Find out more

What you can take on board

  1. Carry in your hand luggage the necessary medicines for the trip.
  2. Take with you all the means to solve your physiological needs, in case you are not able to go to the toilet by yourself.
  3. Stretchers and incubators are not permitted during the flight.
Wheelchair transport

If you are travelling with a battery-powered wheelchair, deliver it switched off, with the edges protected against short circuits and with the battery securely fastened to the frame. Inform our Partners of the manufacturer's instructions for disassembly and reassembly, whether it requires any specifications to be carried in the hold, and whether or not the batteries are spillable, so that we can establish safe handling.

Transport of spare batteries:

  • Dry batteries: A maximum of one (1) battery may be carried, in cargo compartment only, in solid, rigid packaging, e.g. cardboard, plastic, wood, steel, aluminium, duly marked with information, passenger name, flight, destination.
  • Lithium batteries: One (1) spare battery, not exceeding 300 Wh or a maximum of two (2) spare batteries each not exceeding 160 Wh, may be carried in the passenger cabin only.

Please note:

  • When you arrive at the airport counter, inform them of the type of battery your wheelchair is equipped with.
  • The batteryshould not be removed if it is a dry or lithium battery unless handling is necessary, it must be properly secured to the wheelchair.
  • Check that the electrical terminals (positive and negative) are protected against short circuits.

We take care of you with Avianca BioCare!

Please note that wheelchair service may be limited to passengers with reduced mobility or medical clearance.

General recommendations according to battery type:

Wet NON-spillable batteries (dry)

On the day of your trip, at the airport, you should bear the following in mind:

  1. Verbally confirm that the battery is NON-spillable (dry).
  2. DO NOT remove the battery from the mobility aid/wheelchair.
  3. Ensure that the electrical terminals (positive and negative) are protected and insulated against short circuits, usually using special battery containers.
  4. Ensures that the mobility aid/wheelchair is not accidentally switched on, switch OFF switched off and secured.
  5. Carry the battery secured to the wheelchair or mobility aid.
  6. You can carry a maximum of one spare battery.

Lithium batteries:

  1. DO NOT remove the battery from the mobility aid/wheelchair.
  2. Ensure that the electrical terminals (positive and negative) are protected and insulated against short circuits, usually using special battery containers.
  3. You may carry a maximum of one spare lithium-ion battery, not exceeding 300 Wh, or two spare batteries not exceeding 160 Wh each.
  4. Spare batteries must be carried as part of your hand luggage.

Spillable batteries:

Avianca does not carry mobility aids/wheelchairs with spillable (wet) batteries installed.

  1. Verbally confirm that the battery is spillable.
  2. Remove the battery from the mobility aid/wheelchair (removal at the passenger's own risk).
  3. Packaging must be leak-proof, impermeable to battery fluid, e.g. plastic boxes.
  4. Batteries must be protected against short circuits, be secured in the packaging in an upright position, and you must use sufficient absorbable material compatible with the battery fluid.
  5. Packagings must be markedBATTERY, WET, WITH WHEELCHAIR.
    Corrosive label: Package orientation label.
Do you need a security escort?
You will require a security escort if you:
  • You cannot establish a sufficient means of communication to receive safety instructions (e.g. lip-reading).
  • You do not understand or do not respond adequately to safety instructions due to a mental disability.
  • You cannot assist in your own evacuation.

To bear in mind:

  • Security assistants must have a ticket to travel.
  • If you attempt to board without a security attendant, and it is determined that a security attendant is necessary to accompany you during the journey and for your safety during the flight (even if contrary to your self-assessment), you may be denied boarding.
Services in Europe
In compliance with the European Community regulation the wheelchair service is provided under the following conditions:
  • For our passengers, the wheelchair service, transport of up to two mobility aids, recognized guide dogs in the cabin and medical equipment is free of charge but must be requested in advance of the flight via the contact center or our email servicios.especiales@avianca.com.
  • Passengers requiring a wheelchair should note that their carry-on baggage must have a maximum weight of 10 kilograms (20 pounds) to allow for easy handling.
  • Services for the transport of guide dogs, transport of medical equipment and up to two mobility aids that are personal and for personal use are provided free of charge.
  • If you need to carry more instruments for your mobility you can do so. However, if the above items are for a third party, they may replace your checked baggage allowance or if they are additional they are charged and handled according to the excess baggage policy in force.

Spain

The service is provided directly by Aena (Spanish Airports and Air Navigation) at the meeting points defined at each airport. Passengers must request the wheelchair service directly from the airline at least 48 hours before departure.

After this time, requests must be made directly to Aena. Once the airline receives the Passenger's request, it will inform Aena between 36 and 48 hours before the trip, through a special list for this procedure.
Find out about the Spanish version of assistance for people with reduced mobility and the conditions and restrictions of special services for disabled travelers

London

You must request the wheelchair service at least 48 hours before your flight departure. Upon arrival at the airport, it is necessary to contact one of our representatives for the respective service assistance.

Once we receive your request, we will inform the wheelchair service provider 36 hours before the trip.

General recommendations

1. Disability is not akin to illness and therefore you do not require a medical certificate to travel, except if you require oxygen and/or your medical condition is such that there is reasonable doubt that you can safely complete the flight without extraordinary medical assistance. Also, in some cases, we may require a passenger with a communicable disease to present a medical certificate. Learn more

2.Passengers with hearing impairment: We have a specialized hotline in Brazil and in the United States to provide you with personalized assistance. The Telephone Device for the Deaf TDD, is a special device to communicate through a keyboard that connects to the telephone handset. In this way, what you type is transmitted through the telephone line to the interlocutor's equipment.

3. For flights to and from the United States
Please visit the Department of Transportation (DOT) website for rules related to Non-Discrimination on the basis of Disability in Air Travel. If you require a copy of the regulations in an accessible format, you may obtain one from the DOT through any of the following means:

  • Within the U.S., by calling DOT's toll-free Air Travelers with Disabilities Hotline at 1.800.778.4838 (voice) or 1.800.455.9880 (TTY).
  • By calling the Air Consumer Protection Division at 202.366.2220 (voice) or 202.366.0511 (TTY).
  • By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
  • On the website of the Air Consumer Protection Division.
  • If you need additional assistance, ask our staff to contact a Complaint Resolution Official (CRO). Our CROs are specially trained and knowledgeable about Department of Transportation (DOT) disability regulations. They will answer your questions.
  • If you are traveling with a battery-powered wheelchair, deliver it unplugged, with the edges protected against short circuits and with the battery securely fastened to the frame. Inform our Partners of the manufacturer's instructions for disassembly and reassembly, whether it requires any specifications to be carried in the hold, and whether or not the batteries are spillable so that we can establish safe handling.

4. If you are traveling with your own respiratory support equipment, including one hour in addition to the minimum presentation time for the necessary transport verification.

5. For domestic flights in Peru, you must be at the airport counter one hour before departure time. Otherwise, due to operational times, your acceptance will be conditioned.

 

You may be interested in:

How can I travel with my wheelchair?

How can I travel with my baby on board?

Traveling with unaccompanied minors

 

Was this article helpful?
193 out of 460 found this helpful
still have questions image

Do you have any further questions?