Ayuda

Frequently asked questions concerning buying

  1. Do you want to request a quote and make your reservation?

    If you want to reserve or quote any of our flights, you can do so online. The how to purchase option will show you step-by-step instructions to purchase your tickets from your mobile device or computer.
  2. I made a purchase th​rough Avianca.com but now I’m unable to travel. Do I need to cancel the purchase? Can I request a ticket refund?

    You can request to cancel your reservation by calling our call center, before your trip, and depending on the Fare Option you have purchased, you can request a change and/or refund. Bear in mind that cancellations are subject to the conditions and restrictions of the fare selected when you make your purchase.
  3. Can I change the name​ on my ticket?

    You can make the transfer, taken into consideration that it only applies for tickets issued in Colombia, Peru, Chile, Venezuela and Ecuador, subject to each country’s regulations and in compliance with the fare conditions and restrictions.
  4. I made a mistake when typing the first and last name(s) on my ticket, what can I do​?

    Call our call center to verify your case; you must know that the request must be made at least 3 hours prior to domestic flights in Colombia and 4 hours before international flights.
  5. How can I make sure my purchase was successful?

    Check you received an email from us, where you’ll find the ticket number. You can also confirm you ticket number in the Ticket Status option (located on the home page).
  6. If I pay with a company credit card what name app​ears on the receipt?

    The purchase receipt is issued in the name of the registered passenger. It is not possible to issue the receipt in the company name or the cardholder’s name as this document is generated by the system in the name of the passenger.
  7. How can I check th​e details of a purchase made by credit card via Avianca payment methods?

    To validate the credit card information, the cardholder must contact our call center. For security reasons surrounding the personal data of our Users, we can’t perform validations through our “Online support” service.
  8. Can I make a booking and bu​y my ticket later?

    For the time being, the reservation service on our website is available in two countries.

    Peru

    Make an in-person payment at the Banco de Crédito del Peru, SafetyPay and Interbank. You can pay until 23:59 of the day on which you made your reservation. Remember to verify service hours and the conditions of each bank.

    Colombia

    You must make an in-person payment at the Banco de Bogota or Efecto and Via Baloto points. From the time you make your reservation, you have 22 hours to pay. Verify service hours and conditions of each entity.
    When making your reservation from other countries, you must purchase your ticket with a credit or debit card on our website. Availability of payment methods varies depending on the country.
  9. Are airport tax​es included in the ticket price?

    Taxes are included in your ticket; however, some countries do not charge them through the airline. In these cases, you must pay the corresponding taxes at the airport of the country of origin or destination.
  10. How long is my ticket v​alid for?

    Your ticket is valid for one (1) year as of the date of issue, not the beginning of your trip. It should be mentioned that this is a condition that depends on the period of validity to use the ticket determined by each fare. Therefore, if your fare expires, the ticket may be used paying the applicable penalties and leveling. You must also consider that tickets issued in Colombia are valid for three years; there is an authorization period after the first year.
  11. How can I prevent the crime or c​yber scam known as phishing?

    Please check the details of any emails that appear to be sent by Avianca as they may not be from us. For more information please visit. How to prevent phishing?
  12. ​​Is my ticket​ refundable for flights operated by TACA?

    Please verify the Fare Option you purchased on your purchase confirmation. In most cases, there is an additional charge for the process which will be discounted from the refund amount. It should be mentioned that some taxes are non-refundable. You may process the refund on the www.avianca.com website, at the electronic services and refund request option and/or visit any of our sales offices.
  13. ​What payment methods does Avianca.com accept?

    See the available credit and debit card payment methods​, depending on the country option you select.
  14. Why is buying on Avianca.com secure?

    Taxes are included in your ticket; however, some countries do not charge them through the airline. In these cases, you must pay the corresponding taxes at the airport of the country of origin or destination.
  15. Are airport tax​es included in the ticket price?

    Our customer protection system uses the highest level of standards in the industry and is comparable with the systems employed by banks in their transactions. During the purchase process, information is encrypted using 128 bits to protect against interception by third parties. Additionally, the company Verisign​, renowned internationally for validating security in the majority of the world's banking sites, has certified and validated the security of our website.