Question 1

How can I contact Avianca customer service?

Accepted Answer

You can reach Avianca customer service through various channels. The primary method is via their Contact Center phone lines, which operate 24/7 in many regions. Additionally, the official Avianca website features a comprehensive Help Center, a virtual assistant named Vianca, and options to submit a ticket for personalized assistance. You can also contact them via WhatsApp or visit one of their sales offices.

Question 2

What is Avianca's baggage policy?

Accepted Answer

Avianca's baggage policy includes one free personal item (max 45 x 35 x 20 cm or 18" x 14" x 8") that must fit under the seat, allowed on all fares. Carry-on baggage (max 55 x 35 x 25 cm or 22" x 14" x 10", up to 10 kg or 22 lb) is included in all fares except Basic. Checked baggage must not exceed 158 cm (62") in total dimensions. The maximum weight for checked bags is 23 kg (50 lb) for Economy class and 32 kg (70 lb) for Business class, and it is typically included in Classic, Flex, and Business fares.

Question 3

How do I request a refund for my Avianca ticket?

Accepted Answer

To request a refund, you can use the refunds form available on the Avianca website, providing your ticket number, reservation code, or Electronic Miscellaneous Document (EMD) number. Refund conditions are subject to your specific fare type. If you purchased your ticket through a travel agency, you must contact them directly for a refund. For tickets redeemed with LifeMiles, you should contact the Avianca Contact Center. Please note that bank transactions for refunds may take up to 30 calendar days to process.

Question 4

What is Avianca's cancellation policy?

Accepted Answer

You can typically cancel your Avianca booking up to 24 hours before the flight for travel within Colombia and El Salvador, and 72 hours before for Ecuador. Eligibility for a refund depends on the fare type you purchased. If you cancel within 24 hours of purchase, you may receive a refund to your original payment method, though fare differences might apply for new bookings.

Question 5

How can I get special assistance for my trip (e.g., wheelchair, visual impairment)?

Accepted Answer

If you require special assistance, such as wheelchair service or support for visual impairment, you should notify Avianca at least 24 hours before your flight's departure, or 48 hours if you are traveling in a group of 10 or more people with disabilities. You can request this assistance during the online booking process, through the Contact Center, or at a sales office. Mobility and assistance devices are generally considered part of your baggage and incur no additional cost. Specific procedures apply for traveling with medical equipment or service animals.

Question 6

How do I manage my LifeMiles account or inquire about miles?

Accepted Answer

You can manage your LifeMiles account through the LifeMiles section of the Avianca Help Center or via the LifeMiles mobile app. For specific inquiries, such as refunds for tickets purchased with LifeMiles or reactivating expired miles, you should contact the Avianca Contact Center. Miles earned from flights with Avianca typically accrue and are reflected in your account three days after your trip.

Question 7

What should I do if my Avianca flight is delayed or cancelled?

Accepted Answer

In the event of a flight delay or cancellation, Avianca offers re-accommodation options or refunds, depending on the conditions of your fare and the nature of the disruption. For significant delays (e.g., over three hours) or cancellations without sufficient prior notice (typically 14 days), you may be eligible for compensation, particularly for flights governed by certain international regulations.

Question 8

Can I change my Avianca flight?

Accepted Answer

Yes, you can change your Avianca flight prior to its scheduled departure. Any changes are subject to the conditions of your purchased fare. Depending on your fare type, a fare difference may apply, and additional change fees could be incurred. It is recommended to review your fare rules or contact customer service for specific details regarding flight modifications.

Question 9

Are there any fees for changing or cancelling an Avianca flight?

Accepted Answer

Fees for changing or cancelling an Avianca flight depend on your fare type and how close to departure the change or cancellation is made. While voluntary refunds within 24 hours of purchase may be processed without a fee, other changes or cancellations may incur charges. Ticket issuance fees are generally non-refundable, and some countries may also apply an administrative fee for processing refunds.

Question 10

How can I call TACA Airlines customer service from another country?

Accepted Answer

If you need to call TACA Airlines from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

Phone Line	Phone
Call Center
Local Support	+503 2267 8222 Call now 24/7 CST
Canada Contact Center
Customer Service	+1 800 722 8222 Call now 24/7
Colombia Contact Center
Bogota or Cell Phones	+57 601 7948488 Call now 24/7
TDD Services (United States)
Accessibility Support	+1 844 413 7044 Call now 24/7
United Kingdom Contact Center
Customer Service	+44 20 3807 6060 Call now Monday to Friday 09:00 to 18:00 (GMT)
United States Contact Center
Customer Service	+1 800 284 2622 Call now 24/7

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