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Hearing disability
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We work as a team to ensure your travel experience is accessible at every stage.
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Guide for your journey
Discover how we support you through every stage of your trip, from booking to your arrival at the destination
<div><div style="display: flex; justify-content: center; align-items: center;"><img style="width: 100%; height: 180px; border-radius: 1rem;" src="https://static.avianca.com/media/q1jkejmm/al-hacer-tu-reserva-icon-v2.svg" alt=""></div></div>
<div><div style="background: #FFFFFF; border-radius: 1rem; box-shadow: 0 0.125rem 0.75rem rgb(27 27 27 / 15%); box-sizing: border-box;"> <div style="width: 100%, box-sizing:border-box; ; padding: 1.5rem;"> <h3 class="context-h2">When booking your flight</h3> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> <strong>On avianca.com</strong><span> </span>when booking: during the checkout process, go to the <strong>"<span class="BCX0 SCXP82918007">Accessibility</span><span class="NormalTextRun BCX0 SCXP82918007"> and </span><span class="BCX0 SCXP82918007">assistance</span>"</strong><span> </span>option in the third step and then select<span> </span><strong>"Do you have a hearing disability?"</strong>.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> At the <strong><a href="/en/about-us/contact-us/" title="Contact us">Contact center or sales office</a>:</strong> let us know what assistance you need.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Access the TDD service from:<br>> United States: <strong><a href="tel:+18007784838">+1 800 778 4838</a></strong> (voice) or <a href="tel:+18004559880"><strong>+1 800 455 9880</strong></a> (TTY)> Brazil: <strong><a href="tel:+5508007248754">+55 0800 724 8754</a></strong></p> </div> </div></div>
<div><div style="display: flex; justify-content: center; align-items: center;"><img style="width: 100%; height: 180px; border-radius: 1rem;" src="https://static.avianca.com/media/h33pghi5/antes-de-tu-viaje-icon-v2.svg" alt=""></div></div>
<div><div style="background: #FFFFFF; border-radius: 1rem; box-shadow: 0 0.125rem 0.75rem rgb(27 27 27 / 15%); box-sizing: border-box;"> <div style="width: 100%, box-sizing:border-box; ; padding: 1.5rem;"> <h3 class="context-h2">Before your trip</h3> <p>You can request assistance at least <strong>48 hours before your flight</strong> through:</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> <a rel="noopener" href="https://cambiatuitinerario.avianca.com/en/search" target="_blank"><strong>Manage your booking</strong></a>: log in with your booking code and last name, or call our <a href="/en/about-us/contact-us/" title="Contact us">Contact center</a>.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> Download our app from <strong><a rel="noopener" href="https://play.google.com/store/apps/details?id=areamovil.aviancataca&hl=en_CO&pli=1" target="_blank" data-anchor="?id=areamovil.aviancataca&hl=en_CO&pli=1">Play Store</a></strong> or <strong><a rel="noopener" href="https://apps.apple.com/co/app/avianca/id590816148?l=en-GB" target="_blank" data-anchor="?l=en-GB">App Store</a></strong> to: <br>> Check your flight information.<br>> <a href="https://checkinnew.avianca.com/Check-In?lang=En" title="Check in" data-anchor="?lang=En">Check-in</a>.<br>> Get your boarding pass.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> Check your <strong><a href="/en/information-and-help/baggage/" title="Baggage">baggage</a></strong> dimensions, weight, and permitted items based on your fare type.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you need assistance, please approach the airport counters to:<br>> Verify the necessary documentation.<br>> Receive all the information about your flight.</p> </div> </div></div>
<div><div style="display: flex; justify-content: center; align-items: center;"><img style="width: 100%; height: 180px; border-radius: 1rem;" src="https://static.avianca.com/media/4afjqtmd/en-el-aeropuerto-de-origen-icon-v2.svg" alt=""></div></div>
<div><div style="background: #FFFFFF; border-radius: 1rem; box-shadow: 0 0.125rem 0.75rem rgb(27 27 27 / 15%); box-sizing: border-box;"> <div style="width: 100%, box-sizing:border-box; ; padding: 1.5rem;"> <h3 class="context-h2">At your departure airport</h3> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Complete your <a rel="noopener" href="https://checkinnew.avianca.com/Check-In?lang=En" target="_blank" data-anchor="?lang=En"><strong>Check-in</strong></a> before arriving at the airport.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Use the "<strong>Special Assistance</strong>" lines at the airport for passengers who require assistance.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If your disability is not visible, let us know how we can assist you better.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>In the boarding area, you can request pre-boarding for more time to settle in your seat.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Not all our agents know sign language, so explain to them how you prefer to communicate:<br>> In writing. <br>> With gestures.<br>> Another option.<br><br></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Look for the screens at the airport displaying details such as:<br>> Departure time. <br>> Flight number. <br>> Gate number. <br>> Time in the gate.</p> </div> </div></div>
<div><div style="display: flex; justify-content: center; align-items: center;"><img style="width: 100%; height: 180px; border-radius: 1rem;" src="https://static.avianca.com/media/sh1h5omi/a-bordo-icon-v2.svg" alt=""></div></div>
<div><div style="background: #FFFFFF; border-radius: 1rem; box-shadow: 0 0.125rem 0.75rem rgb(27 27 27 / 15%); box-sizing: border-box;"> <div style="width: 100%, box-sizing:border-box; ; padding: 1.5rem;"> <h3 class="context-h2">On board</h3> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Our crew will provide you with safety information through <strong>non-verbal communication</strong>.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Safety videos are available in:</p> <p style="padding-left: 40px;"><strong><span style="color: #2ab6ca; font-size: 14px;">● </span><a rel="noopener" href="https://www.youtube.com/watch?v=rOtKNccR5iY?v=AKoQJLpEcu4&feature=youtu.be" target="_blank" data-anchor="?v=AKoQJLpEcu4&feature=youtu.be">International Sign System (SSI)</a></strong> with english subtitles.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>On twin-aisle aircraft (B787), safety videos include subtitles in Spanish and English.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>For safety reasons:</strong> you cannot be seated in the <strong>emergency exits</strong>.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If the aircraft has WI-FI, you can access entertainment from your personal device. The onboard entertainment system includes <strong>subtitles</strong>.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Check the options of the <strong><a href="/en/information-and-help/avianca-experience/food-and-drinks/" title="Food and drinks">onboard sales menu</a></strong>, depending on your flight route and cabin.</p> </div> </div></div>
<div><div style="display: flex; justify-content: center; align-items: center;"><img style="width: 100%; height: 180px; border-radius: 1rem;" src="https://static.avianca.com/media/f1ted23s/en-el-aeropuerto-de-destino-icon-v2.svg" alt=""></div></div>
<div><div style="background: #FFFFFF; border-radius: 1rem; box-shadow: 0 0.125rem 0.75rem rgb(27 27 27 / 15%); box-sizing: border-box;"> <div style="width: 100%, box-sizing:border-box; ; padding: 1.5rem;"> <h3 class="context-h2">At your arrival or connecting airport</h3> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>Disembarkation:</strong><span> </span>depending on the airport, we may use stairs and bus transportation to the terminal. For safety reasons, passengers requiring assistance will disembark last.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>Ground assistance:</strong> if needed, our team will guide you through the next steps of your journey.</p> </div> </div></div>
More information
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Intellectual disability and neurodivergence
Person with a psychosocial disability, or other related diagnoses.
Physical disability
Person with a wheelchair or conditions in their limbs that affect their mobility.
Visual disability
Person who is blind, has low vision, and uses mobility aids such as a cane or service