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Physical 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>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 when booking</strong>: during the third step of the checkout process, select the "<strong>Accessibility and assistance</strong>" option and choose:<br>> "<strong>I need a wheelchair</strong>" if you require a loaned wheelchair.<br>> "<strong>I am bringing my own wheelchair</strong>" if you are bringing your own wheelchair or scooter.</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: 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> <strong>If you already have your reservation,</strong><span> </span>request assistance at least<span> </span><strong>48 hours before your flight:</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span> Through <a rel="noopener" href="https://cambiatuitinerario.avianca.com/en/search" target="_blank"><strong>Manage your booking</strong></a> by entering your reservation code and last name. In the "<strong>What else can you do with your booking?</strong>" section, select "<strong>Special Services</strong>," or contact 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> Check your <strong><a href="/en/information-and-help/baggage/" title="Baggage">baggage</a> dimensions, weight, and permitted items</strong> based on your fare type. Respect the restrictions to facilitate assistance and avoid delays at the airport.</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: 3px;"><strong><br>If you are traveling with your wheelchair:</strong></p> <span style="color: #2ab6ca; font-size: 14px;">● </span>We will transport it in the aircraft's hold. Please check the <a href="https://ayuda.avianca.com/hc/en-us/articles/13090594683291">requirements and recommendations</a> based on the type of wheelchair (weight, dimensions, battery).</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: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>Arrive at least 30 minutes before the time indicated on your boarding pass.</strong> If you arrive after boarding has started, you will need to wait until the end of the boarding process.</p> <p style="margin-bottom: 3px;"><strong><br>Keep in Mind</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>Loaner Wheelchairs:</strong> if you requested one in advance, our providers will assist you from the check-in counter to the location you specify (boarding gate or seat on the plane).</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>Mobility Devices:</strong> you can carry <a href="https://ayuda.avianca.com/hc/en-us/sections/12996891386651">medical equipment</a> and up to two mobility aids (such as canes, walkers, or crutches) free of charge, and they will not be considered carry-on baggage.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>To transport your wheelchair, you must provide information about: wheelchair type, weight, dimensions, battery type, and assembly/disassembly instructions.</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><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><strong>Our seats have movable armrests</strong> to make it easier to transfer between the seat and the wheelchair.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span><strong>The restrooms on our aircraft</strong> meet accessibility standards to ensure you can use them comfortably.</p> <p style="margin-bottom: 3px;"><strong><br>Our crew is trained to:</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Provide you with personalized safety instructions before takeoff.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Assist you with moving around the plane using the available onboard wheelchair.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Retrieve items from the overhead compartments if needed.</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;"><strong><br>Disembarkation:</strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>For safety reasons, passengers requiring assistance disembark after all other passengers have left the aircraft. In some airports, you may need to use stairs and a bus to reach the terminal.</p> <p style="margin-bottom: 3px;"><strong><br>Wheelchair:</strong></p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you requested a loaned wheelchair, our team will wait for you at the aircraft's door. Avoid using wheelchairs at the exit, as they are reserved for passengers who have been previously assigned them.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you did not reserve a wheelchair service, notify the crew. You may need to wait while we arrange your assistance.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you're traveling with your wheelchair, it will be delivered at the aircraft door or the oversized baggage claim.</p> <p style="margin-bottom: 3px;"><strong><br>Connections:<br></strong></p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If your connecting flight is with avianca, we will take you to the gate for your next flight.</p> <p style="margin-bottom: 3px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>If you're connecting to another airline, we will guide you to the appropriate meeting point.</p> <p style="margin-bottom: 8px;"><span style="color: #2ab6ca; font-size: 14px;">● </span>Our team can accompany you to the baggage claim and assist you in finding the way out of the airport.</p> </div> </div></div>
More information
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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.
Intellectual disability and neurodivergence
Person with a psychosocial disability, or other related diagnoses.