Avianca Support

Contact Avianca

Avianca offers support via phone, email, and social media. Below are the key methods as of July 25, 2025, sourced from avianca.com:

• Main Customer Service: +1-800-284-2622 (24/7, toll-free for U.S. and Canada).
• International Numbers:
  • Colombia: +57-601-489-3000
  • Spain: +34-911-210-400
  • Mexico: +52-55-5091-7280
  • Brazil: +55-11-4003-1074
• Email Support: Available via the contact form on avianca.com (navigate to “Contact Us” > “Customer Service”).
• Live Chat: Accessible through the Avianca mobile app or website under “Contact Us.”
• Social Media:
  • Twitter: @Avianca
  • Facebook: Avianca
• Mailing Address: Avianca Customer Service, Carrera 13 No. 26-32, Bogotá, Colombia.

For the fastest response, use live chat on the Avianca website or app. Phone support is available 24/7 but may involve wait times, particularly during peak travel seasons like December or summer. The airline also offers a callback option during high-demand periods to reduce hold times.

Call Now to Avoid Long Hold Times

Avianca Policies

Baggage Policy

Avianca’s baggage policy outlines allowances and fees for carry-on and checked bags as of 2025, based on information from avianca.com:

• Carry-On Allowance: One personal item (e.g., purse, laptop bag) and one carry-on bag (max 55 x 35 x 25 cm, including handles and wheels) are free for all passengers.
• Checked Baggage:
  • First bag: $30 (international), $25 (domestic within Colombia), free for Business Class or LifeMiles elite members.
  • Second bag: $50 (international), $35 (domestic).
  • Additional bags: $150–$200 depending on the route and weight.
  • Overweight (23–32 kg): $100 extra; Oversize (158–300 cm): $200 extra.
• Lost Baggage: Report within 21 days at the airport or via avianca.com. Compensation is governed by the Montreal Convention for international flights, with a maximum of approximately $1,700 USD unless declared value is higher.

Passengers with LifeMiles elite status (Silver, Gold, Diamond) or traveling in premium cabins may receive free checked bags. Always check avianca.com for route-specific restrictions, especially for Central American or Caribbean routes.

Cancellation and Refund Policy

Avianca’s cancellation and refund policies vary by ticket type, as detailed on avianca.com:

• Non-Refundable Tickets: Cancellations within 24 hours of booking are free if the ticket was purchased at least 7 days before departure. Otherwise, a fee of $50–$150 applies, with the remaining value converted to LifeMiles or a travel credit valid for one year.
• Refundable Tickets: Full refunds are available if canceled before departure, processed within 7–15 business days to the original payment method.
• Basic Fares: Non-refundable and non-changeable except within 24 hours of booking, with a $50 change fee thereafter.
• Refunds: Requested via avianca.com or by calling +1-800-284-2622, with credit card refunds taking 7–10 days and cash/check refunds up to 20 days.

For involuntary cancellations (e.g., due to weather or mechanical issues), Avianca may offer rebooking or refunds. Check avianca.com for the latest waiver policies, particularly during hurricane season affecting Latin America.

Seat Selection

Seat selection options are available at booking or later via avianca.com or the Avianca app:

• Basic Fares: Seats are assigned at check-in unless passengers pay for Preferred Seats ($10–$100).
• Flex and Plus Fares: Free seat selection at booking, with premium options like Extra Legroom available for a fee ($20–$150).
• LifeMiles Elite Members: Silver, Gold, and Diamond members receive free access to Preferred and Extra Legroom seats.

Seat availability varies by flight, so early booking is recommended, especially for high-demand routes like Bogotá to Miami. Check avianca.com for real-time seat maps.

Pet Policy

Avianca allows pets in the cabin or cargo hold, with policies updated for 2025 on avianca.com:

• Cabin Pets: Small cats or dogs in approved carriers (max 46 x 28 x 24 cm) for $50–$125 one-way, depending on route. Limited to 2 pets per passenger, with restrictions to certain destinations.
• Cargo Pets: Larger pets or those not allowed in the cabin; fees start at $200. Booking required via avianca.com or +1-800-284-2622.
• Restrictions: No pets on transatlantic flights or to the UK. Service animals travel free with proper documentation.

Pet travel requires advance reservation, and health certificates may be needed for international flights. Visit avianca.com for full details and route-specific restrictions.

Special Assistance

Avianca offers support for passengers with special needs, as outlined on avianca.com:

• Disability Services: Wheelchair assistance, priority boarding, and accessible seating. Request at least 48 hours in advance via avianca.com or +1-800-284-2622.
• Unaccompanied Minors: For ages 5–11, $100–$150 each way. Mandatory for 5–7, optional for 8–11, including escort and lounge access at major hubs like Bogotá.

Special assistance enhances travel comfort, especially on long-haul routes; early notification ensures availability. Check avianca.com for additional services during peak travel times.

LifeMiles Loyalty Program

The LifeMiles program rewards frequent flyers, with details from avianca.com:

• Earning Miles: Earn 4–12 miles per dollar spent based on status (base: 4x, Diamond: 12x), with bonus miles on partner bookings.
• Redeeming Miles: Use for flights, upgrades, or partner services (e.g., hotels, car rentals) with flexible redemption options.
• Elite Status: Silver, Gold, and Diamond offer perks like free upgrades, priority boarding, and complimentary checked bags.

Joining LifeMiles before booking maximizes benefits, especially for frequent Latin American travelers. Check avianca.com for current promotions and elite qualification criteria.

Frequently Asked Questions

About Avianca

Avianca, founded in 1919, is one of the oldest airlines in the world, headquartered in Bogotá, Colombia. Operating from hubs in Bogotá, Medellín, and San Salvador, it serves over 75 destinations in 25+ countries with a fleet of 150+ aircraft, including Airbus A320s and Boeing 787s. A Star Alliance member since 2012, it’s a leader in Latin American aviation.

Originally established as SCADTA, Avianca evolved from a mail service to a passenger carrier, offering Business Class and Economy with Wi-Fi and dining. Key routes include Bogotá to Miami, Madrid, and Lima. The fleet includes the Airbus A330neo, focusing on fuel efficiency and passenger comfort.

The LifeMiles program rewards frequent flyers with miles and elite status perks like free upgrades. Avianca also prioritizes sustainability with carbon offset initiatives. For the latest updates, visit avianca.com or explore our Resources page for travel tips tailored to Avianca passengers.