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Intellectual disability and neurodivergence
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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>Request assistance according to your purchase channel:</p> <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 an intellectual disability or neurodivergent?".</strong></p> <p style="margin-bottom: 3px;"><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: 3px;"><strong><br>Keep in mind<br></strong></p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> If you require assistance with restroom visits, personal care, eating, medication administration, or understanding safety instructions during the flight, you must travel with a companion.</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 style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>If you already have your booking:</strong> request assistance at least<span> </span><strong>48 hours before your flight</strong> through <a rel="noopener" href="https://cambiatuitinerario.avianca.com/en/search" target="_blank"><strong>Manage your booking</strong></a> by entering your booking code and last name. In the "<strong>What else can you do with your booking?</strong>" section, select "<strong>Special Services</strong>," or call our <a href="/en/about-us/contact-us/" title="Contact us">Contact Center</a>.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>If traveling with your service dog:</strong> select the "<strong>Flying with a service dog</strong>" option when making your booking or through <a rel="noopener" href="https://cambiatuitinerario.avianca.com/en/search" target="_blank"><strong>Manage your booking</strong></a>. <strong>For travel with an emotional support dog:</strong> include it in your booking by calling the Contact center at least <strong>48 hours before flight departure</strong>. Check the required <strong><a href="https://ayuda.avianca.com/hc/en-us/articles/13091555715739">documentation</a></strong> for its transport.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> Bring items that help you feel calm, such as lanyards indicating an invisible disability, electronic devices, books, or music to listen at the airport or during your flight. </p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> <strong>Get ready for your flight</strong>: 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 check your flight information, check in, and have your boarding pass handy.</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> </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><a rel="noopener" href="https://checkinnew.avianca.com/Check-In?lang=En" target="_blank" data-anchor="?lang=En"><strong>Check-in:</strong></a> complete your check-in before arriving at the airport. If you need assistance, go to our counters using the "<strong>Special assistance</strong>" line, where we will verify your documentation and provide information about your flight. If you’re unsure of the location of the counters, ask for directions at the airport's information points.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Make sure you understand all instructions related to documentation, baggage, and safety procedures to travel independently.</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. You can use a cord to make your disability visible: <a rel="noopener" href="https://hdsunflower.com/us/insights/post/airports-around-the-world" target="_blank">check the airports</a> where you can obtain the Hidden Disabilities Sunflower lanyard.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>In your flight's boarding area, you can request pre-boarding to have more time to settle in.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Arrive at least 30 minutes before the time indicated on your boarding pass.</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">Onboard</h3> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you are seated near the wings of the plane or the bathrooms, <strong>the turbine noise may be louder.</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>For safety reasons,</strong> we cannot offer you a seat in the emergency exit row.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If your disability is not visible, inform the crew of how they can assist you. This will allow us to adjust our service to your needs.</p> <p style="margin-bottom: 3px;"><strong>Our crew is trained to:</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Provide personalized safety instructions before takeoff, either through speakers or video.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you need help eating or using the restroom, it is essential to travel with a companion..</p> <p><strong>Keep in mind:</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>All content has subtitles and is available in multiple languages.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>On <strong>single-aisle aircraft (A320)</strong> with available Wi-Fi, you can access entertainment content from your personal device.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>On <strong>twin-aisle aircraft (B787)</strong>, enjoy entertainment on the screen in front of your seat.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Check the <strong><a href="/en/information-and-help/avianca-experience/food-and-drinks/" title="Food and drinks">onboard sales menu</a></strong>, available based on the route and cabin you’re traveling in.</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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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
Hearing disability
Person who is deaf, has hearing loss or communicates using sign language.