Avianca Airlines’ cancellation policy offers flexibility based on ticket type, fare rules, booking channel, and country-specific regulations. Below is a concise overview based on the most reliable information from Avianca’s official website and other sources:
24-Hour Risk-Free Cancellation:
- For flights to/from the U.S., Avianca allows cancellations within 24 hours of booking for a full refund without fees, provided the booking was made at least 7 days before departure. This applies to all fare types (Basic, Classic, Flex, Business, etc.) per U.S. Department of Transportation rules.
- In Colombia, cancellations within 5 business days of purchase are eligible for a full refund if the flight is at least 5 days away. In El Salvador, cancellations within 8 days of booking qualify for a full refund, excluding administrative fees.
Non-Refundable Tickets (Basic, Light, Classic):
- After the 24-hour window, non-refundable tickets can be canceled, but only taxes and fees are refunded. The fare portion is forfeited unless converted to a travel credit.
- Cancellation fees apply, ranging from $25–$600, depending on fare type, route, and timing. For example, domestic flights may incur $100–$400, while international flights can reach $400–$600.
- Basic and Light fares are highly restrictive, often allowing no changes or cancellations after the risk-free period.
Refundable Tickets (Flex, Business, L, XXL):
- These fares can be canceled anytime before departure for a full refund to the original payment method, often without fees. Business and First Class passengers may receive travel credits instead of cash refunds if canceled outside the 24-hour window.
- Flex and Business fares also allow refunds for additional services (e.g., baggage, seat selection) if canceled with the ticket.
Flight Cancellations by Avianca:
- If Avianca cancels a flight, delays it by over 60 minutes, or causes a missed connection due to reasons within their control, passengers can choose a full refund (including taxes and fees), rebooking on the next available flight, or a travel voucher.
- Under EU Regulation EC 261/2004, passengers on flights from the EU/UK may be eligible for €250–€600 compensation for cancellations within 14 days of departure, unless due to extraordinary circumstances (e.g., weather).
- Refunds for airline-caused disruptions (e.g., technical issues) are processed without fees, and additional services may also be refunded.
No-Show Policy:
- Failing to cancel at least 120 minutes before departure may result in a full fare forfeiture for non-refundable tickets or a full ticket price penalty as a cancellation fee.
- For tickets originating in Colombia, a no-show incurs a 10% fare deduction; in El Salvador, a 12% deduction applies.
Special Circumstances:
- Refunds or fee waivers are available for illness, medical incapacity, or death of the passenger or immediate family, with documentation (e.g., medical or death certificate).
- COVID-19-related cancellations (for tickets purchased before March 31, 2022) allow refunds or vouchers if the flight was canceled by Avianca, or if passengers test positive within 72 hours of departure or face government travel restrictions.
How to Cancel:
- Phone: Call Avianca’s customer service (U.S.: +1-877-240-6770). Select the cancellation option and provide booking details.
- Airport: Visit an Avianca ticket counter or sales office with booking details.
- Travel Agencies: Tickets booked through third parties must be canceled via the agency, which may impose additional fees.
- Confirmation is sent via email after cancellation.
Refund Process:
- Refunds are processed to the original payment method within 7–10 business days for online bookings or 15–20 days for airport/agency bookings.
- Non-refundable ticket refunds are limited to taxes unless the fare is Flex or Business. Travel credits are valid for one year and non-transferable.
- Administrative fees may apply in some countries (e.g., 10% in Colombia, 12% in El Salvador).
- For infants (10 days–24 months), include related ticket numbers in the refund request.
Key Notes:
- Always review fare conditions at booking, as they dictate cancellation and refund eligibility. Non-refundable fares (XS, S, M) are highly restrictive.
- Third-party bookings may complicate cancellations, as agency policies override Avianca’s in some cases.
- For codeshare flights, the operating carrier’s rules may apply. Contact Avianca or the operating airline for clarity.
- Check country-specific regulations (e.g., Colombia, El Salvador, Israel) for additional refund rights.
