Avianca Airlines Cancellation Policy

What is Avianca cancellation policy?

Avianca Airlines cancellation policy allows you to cancel your flight and apply for a refund under certain situations. The cancellation fee will depend on your fare type, when you cancel, and the reason for cancellation.

Can I Get a Full Refund if I Cancel my Flight?

Whether your get a full refund or not will depend on your fare type and why and when you cancel your ticket, as explained below.

• Refundable tickets can be cancelled with or without cancellation charges, depending on the fare conditions of your ticket. You can cancel L and XXL fares without being charged a cancellation fee. XL fares can be cancelled for a fee, depending on your route. 
• Non-refundable tickets (XS, S, and M) cannot be cancelled or refunded. If you cancel, you will only be refunded the tax portion of the fare—the balance amount will be forfeited. 
• Flight cancellation. If Avianca Airlines cancels your flight for any reason, you have the option to take the alternative flight offered by the airline, or cancel your flight and ask for a refund if the new flight does not suit you. 
• 24-hour cancellation policy for U.S. routes. If you purchase a ticket directly from Avianca Airlines (website, sales office, or call center) at least 7 days before departure, you can cancel it within 24 hours of purchasing it (regardless of type) without being charged any cancellation fee. 
• Flight delay. If Avianca delays your flight and it causes you to miss a connecting flight on the same booking, you are within your rights to:
  • Take the next available flight/mode of transportation at no additional charge. You may be offered a replacement flight on another airline, ground transportation, or another mode of transportation.
  • Cancel the unused portion of your ticket and unused ancillary services and seek a penalty-free refund.
• Voluntary flight cancellation based on country. You can make a voluntary flight cancellation depending on the rules that apply to your country, as explained below:
  • You are eligible for a 100% refund in the following cases:
    • Colombia. If you purchase a ticket directly from Avianca’s website or call center in Colombia, you can cancel your ticket within 5 business days of purchasing it, provided your flight does not depart within the 5-day period. You will receive your refund within 30 calendar days from day of cancellation/withdrawal. 
    • Brazil. If you purchase a ticket in Brazil and apply for a cancellation within 7 days of purchasing it, you will receive a full refund of your fare, regardless of type.
    • United States. As explained above. 
    • El Salvador. If your ticket issued and sold online in El Salvador and request a cancellation within 8 days from the date of issue, you are eligible for a 100% refund. 
  • You are eligible for a partial refund in the following cases:
    • Colombia (10% fare deduction). If you purchase a ticket from any sales channel and/or your Contract of Carriage originates in Colombia, you can withdraw from your flight up to 24 hours before departure at a 10% deduction charge, as long as it’s not a promotional fare. You will receive your refund within 30 calendar days of the withdrawal notice from the airline/travel agent.
    • Israel (5% fare deduction). If you purchase a ticket remotely or from a sales office and cancel it within 14 days of purchase and at least 7 working days before departure, 5% of your fare (or NIS 100) will be deducted as cancellation charges/fee and the balance will be refunded.
    • El Salvador (12% fare deduction). Regardless of how you purchase your ticket (any channel), you can cancel it up to 24 hours before departure for a 12% fare deduction charge, and the balance 88% of your fare will be refunded.  
• To cancel a ticket purchased from a third party/travel agent, you must contact them directly to process request. 

Avianca 24-Hour Cancellation Policy

The Avianca 24-hour cancellation policy applies to tickets purchased to/from the United States. Under this policy, you can cancel your ticket to/from the U.S. within 24 hours of purchase, provided you purchase the ticket directly from Avianca at least 7 days before departure.

Avianca Cancellation Policy for Covid

If you (or an immediate family member) test positive for COVID-19 before your flight or if you’re undergoing isolation due to COVID, you can reschedule your flight between 7 – 90 days after receiving your COVID-positive certificate or COVID-isolation certificate. 

• Passengers with L or XXL tickets should use the flexibility option to change their travel date to any date (the 90-day restriction will not apply) without paying any change fee, but the applicable difference in fares may apply.
• Passengers with XS, S, M or XL tickets who are unable to travel for any of the reasons mentioned above must complete the Waiver Request Form. After submitting the online form, they will receive an email from Avianca, which they must contact Avianca (point of sale or call center) to rebook their flights (without being charged a flight change fee) within 7 – 90 days of receiving the COVID-positive certificate.

Note

• If you purchased your ticket from a travel agency, you must contact them directly to rebook your ticket.
• Tickets purchased within 24 hours of departure are not included.

Avianca Refund Policy

Tell me about the Avianca refund policy

According to Avianca’s refund policy:

• Your Avianca Airlines ticket will be refunded according to your ticket’s fare conditions. 
• Refunds are typically made to the card/account of the person who paid for the ticket. However, if the payer cannot be ascertained, the refund will be made to the passenger. 
• The refund recipient’s name can be changed in the following cases:
  • Death or illness
  • Imprisonment of a passenger 
  • Through a written request by the payer or original recipient 
• Refunds are processed per the currency regulations and policies laid out by the country and applicable exchange rates.
• Tax refunds will be processed per rules and must be requested by the passenger. 
• Surcharges and administrative fees will be refunded per applicable regulations, and if no such regulations exist, then per the fare conditions of the ticket. 

How to Check Avianca Refund Status

To check the refund status of your Avianca ticket: 

1. Go to the Refunds page 
2. Click on the Check refunds status link
3. Enter the required information by request number or ticket number
4. Click on the Continue button
5. Your refund status will appear 

Avianca Airlines Flight Cancellation Methods

What Avianca Airlines’ flight cancellation methods?

According to the Avianca cancellation policy, you can cancel an Avianca flight: 

1. Online if you purchased your ticket directly from Avianca.
2. By phone by calling the Avianca office in your city/country. 

How to Cancel an Avianca Flight Online

How do I cancel an Avianca flight online through the airline’s website?

You can cancel a flight online through Avianca’s official website if you purchase your ticket directly through Avianca (website, mobile app, sales office, or call center). If you purchased your ticket from a third party, you must contact them directly to process your cancellation request.

To cancel your Avianca flight online, follow the steps below:

1. Go to the Refunds page
2. Click on the Request refund option 
3. Enter the required details, incl. your ticket payment method from the dropdown
   (credit card or cash/debit card)
4. Click on the Continue button 
5. Enter your ticket number
6. Click on the Access button 
7. Follow the on-screen prompts to:
   • Cancel your ticket 
   • Apply for a refund

Note. If you’re holding a refundable ticket, you may or may not incur a cancellation fee, depending on your ticket’s fare conditions. L and XXL tickets are fully refundable, and XL tickets can be cancelled for a fee, depending on the route. Non-refundable tickets (XS, S, and M) cannot be refunded by passengers, other than the tax portion of the fare. For details, refer to the sub-section titled Voluntary flight cancellation based on country near the top of this page.

Avianca Flight Cancellation by Phone/Other Methods 

If you’re not comfortable cancelling online, you cancel your flight over the phone by calling the Avianca office in your city/country. Be sure to have your travel information ready with you, such as your personal information, reservation number/ticket number, passport number, etc.

Alternatively, you can visit a sales office or an airport counter to cancel your flight. You will be asked to fill out a cancellation form and submit it to the agent at the desk/counter. As above, you must have your travel details with you, such as your contact information, reservation number/ticket number, passport number, etc. 

Avianca Airlines Flight Compensation 

Under what circumstances am I entitled to compensation from Avianca Airlines?

You are entitled to compensation from Avianca Airlines if:

• Avianca delays or cancels a flight due to reasons within its control, such as technical issues, internal irregularities, etc. 
• You voluntarily gave up your seat in exchange for compensation 
• You are denied boarding without your consent (applies to USA, London, and Spain only).
• Your baggage was delayed, damaged, or its contents were stolen. 
• Your comfort was affected due to your seat being inoperative or in an improper condition. 

How you will be compensated. You will receive your flight compensation in any of the following ways:

• With LifeMiles. If you’re frequent flyer (i.e., LifeMiles member), you will receive compensation in the form of LifeMiles, which you can redeem to travel as well as enjoy other benefits. 
• With an EMD or MPD. You can also receive an EMD (Electronic Miscellaneous Document) or MPD (Multiple Purpose Document) representing a sum of money that you can use to buy services on Avianca Holdings (Avianca Airlines, TACA Peru, TACA International, Avianca Ecuador S.A. or Lacsa). 

Frequently Asked Questions on Avianca Airline Cancellation & Refund Policy