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1. Delays, cancellations and diversions

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At Avianca, we continually work to supply accurate information to our customers on flight irregularities that may impact their travel. We will provide notification to passengers of known delays, cancellations or diversions as required by 14 C.F.R. § 259.8.

2. Baggage delivery

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At Avianca, we utilize a team a highly trained professionals and internal processes and procedures, focused on ensuring that our passengers and their belongings depart and arrive on time. We strive to deliver your baggage promptly after your flight arrives at the gate. Nevertheless, circumstances occasionally are presented that delay the delivery of baggage. In order to address customer inconvenience in such circumstances, for covered flights, our customer service personnel at each airport will undertake every reasonable effort to ensure that your bag is located and delivered within 15 or 30 hours for international flights consistent with the requirement of 14 CFR 260.5. In the event that your baggage is delayed, we will compensate you for reasonable expenses as required by applicable international agreements. In the event that your baggage is lost or significantly delayed, we will compensate you for the loss as required by international agreements and will reimburse you for any fees charged to transport such baggage as required by 14 CFR 260.5.

3. Guaranteed fares

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At Avianca, we offer a range of fares, providing customers a choice according to their particular needs and requirements. When you book and ticket a reservation through Avianca's U.S. ticketing locations, Avianca's U.S. telephone reservations line or Avianca's U.S. web site, avianca.com, we will allow you to cancel the ticketed reservation without penalty and receive a full refund provided that you cancel the reservation within 24 hours of purchase and the reservation is made one week or more prior to the scheduled flight departure date.

4. Refunds

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Avianca will provide prompt refunds, in the original form of payment, when ticket or ancillary service fee refunds, including checked bag fee refunds, are due pursuant to 14 CFR Part 260 unless the consumer agrees to receive the refunds in a different form of payment that is a cash equivalent payment as defined in 14 CFR 260.2. We will not retain a service fee for the issuance of refunds required by Part 260.

5. Properly accommodating passengers with disabilities and other special needs

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Avianca will accommodate our customers who require additional assistance, including individuals with disabilities (as required by 14 CFR Part 382) and unaccompanied minors, with the attention, respect and care they deserve. Avianca will properly refund passengers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability as required by 14 CFR 260.6(b).

6. Meeting customers' essential needs during lengthy tarmac delays

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Should a lengthy tarmac delay occur, and if safety and security considerations permit, we will make every reasonable effort to ensure that your essential needs are met during a lengthy tarmac delay, as required by 14 C.F.R. § 259.4. For additional information, please consult Avianca's Contingency Plan for Lengthy Tarmac Delays, which is available at avianca.com.

7. Treating passengers fairly and consistently in the case of oversales

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Avianca will hand passengers who are involuntarily denied boarding in an oversales situation with fairness and consistency as required by 14 C.F.R. Part 250 and as described in Avianca’s policies and procedures for determining boarding priority.

8. Disclosing cancellation policies, frequent flyer rules and aircraft configuration

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Our website avianca.com and our reservations staff, can provide clear information about our policies and the aspects of our services that may be important to you. The above refers to providing clear information about:

• Aircraft configuration, including seat location and the availability of restrooms.
• Important terms and conditions that apply to your ticket, including cancellation and refund policies.
• We also provide information about our frequent traveler program, LifeMiles, including program rules, which are available in LifeMiles.com or from our reservations staff.

9. Providing notification of changes to travel itineraries

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We will do our best to contact you in advance, and in a timely manner, regarding a change to your itinerary.

10. Ensuring responsiveness to customer complaints

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Customer feedback is the best source of information on ways to improve our services. Your comments allow us to design and implement permanent changes along the way to achieving our mission of winning your loyalty. We will respond to your written complaints as required by 14 C.F.R. § 259.7. For information about filing a complaint, please visit avianca.com.

11. Providing services to mitigate inconveniences resulting from cancellations and misconnections

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In order to reduce any inconvenience you experience during cancellations and misconnections, Avianca will:

• Do it best to contact you in advance regarding a flight cancellation using the contact information in your reservation.
• Work to confirm you on the next flight we operate that has seats available in the same class of service when rebooking is necessary.
• Self-management tools have been developed. This can be consulted through the website.

12. Lowest Fare Offered by Avianca

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We will disclose on our website, at the ticket counter, or when a customer calls the our reservation center to inquire about a fare or to make a reservation, that the lowest fare offered by Avianca may be available elsewhere if that is the case.

13. Disclosure of Refund Policies

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Avianca will disclose to our customers that they are entitled to a refund if that is the case when offering alternative transportation, travel credits, vouchers, or other compensation in lieu of refunds consistent with the requirement in 14 CFR 260.7 and 260.9.

Avianca will disclose all material restrictions, conditions, or limitations on travel credits, vouchers, or other compensation offered, regardless of whether consumers are entitled to a refund as described in 14 CFR 260.8 and 14 CFR 262.8.

14. Vouchers Due to a Serious Communicable Disease (effective April 28, 2025)

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Avianca will provide, upon request, travel credits or vouchers that are transferrable and do not expire for at least five years from the date of issuance to a consumer due to a serious communicable disease impacting travel as described in 14 CFR Part 262.

It is important to clarify that this Customer Service Plan does not form any part of those Conditions of Carriage, meaning that this document does not represent any contractual or legal rights for the customers besides the ones listed and ruled by Avianca's Conditions of Carriage.

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avianca contingency plan for lengthy tarmac delays

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Issued in accordance with 14 C.F.R. § 259.4 (June 2021)

The airlines conform Avianca (Includes Avianca -Star Alliance member-, LifeMiles and avianca Cargo) have standardized its operating procedures to comply not only with applicable government aviation regulations but internal policies established by the airline. We strive to proactively monitor operational developments outside of our immediate control, such as delays attributed to air traffic control, airport congestion and weather conditions, and constantly work to minimize their impact upon our customers' travel itineraries. Our top priority is the safety and well-being of our customers and, occasionally, extraordinary events can result in lengthy tarmac delays. We have developed this Plan to minimize customer inconvenience in such cases. This Plan covers Avianca's scheduled and public charter flights and applies at U.S. airports that Avianca regularly serves as well as its regular U.S. diversion airports. The Plan includes the following assurances from Avianca to its customers:

1. For all flights to which this Plan applies, Avianca will not permit an aircraft to remain on the tarmac for more than four (4) hours before providing passengers with an opportunity to deplane, unless: (i) in the case of departure delays at U.S. airports, the flight begins to return to a suitable disembarkation point within four hours after the main aircraft door used for boarding has closed; (ii) the pilot-in-command determines there is a safety-related or security-related reason why the aircraft cannot leave its position on the tarmac to deplane passengers; or (iii) air traffic control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere in order to deplane passengers would significantly disrupt airport operations.

2. For all flights to which this Plan applies, if the aircraft remains on the tarmac, Avianca will work to meet the essential needs of passengers aboard the aircraft by providing adequate food and potable water no later than two (2) hours after the start of the tarmac delay, unless the pilot-in-command determines that safety or security considerations preclude such service.

3. For all flights to which this Plan applies, if the aircraft remains on the tarmac, Avianca will provide operable lavatory facilities to its passengers as well as adequate medical attention, if needed.

4. For all flights to which this Plan applies, if the aircraft remains on the tarmac, Avianca will provide an announcement as to the status of the delay when the tarmac delay exceeds 30 minutes, and will provide subsequent status updates as Avianca deems appropriate.

5. For all departing flights and diversions, each time the opportunity to deplane exists at a suitable disembarkation point, Avianca will timely notify the passengers on board the aircraft that the passengers have the opportunity to deplane.

6. Avianca has sufficient resources to implement this Plan.

7. Avianca has coordinated this Plan with airport authorities, U.S. Customs and Border Protection, and the Transportation Security Administration at each U.S. airport covered by this plan, including regular U.S. diversion airports.