Avianca Airlines Missed Flight Policy

Overview

Avianca Airlines’ missed flight policy is governed by its Contract of Carriage and Customer Service Policies. The policy outlines options for passengers who miss their flights due to personal reasons or airline-related issues, such as delays or cancellations. Outcomes depend on the fare type (Basic, Light, Classic, Flex, Business), ticket conditions, and the reason for missing the flight. For flights departing from the EU or UK, EU/UK Regulation 261/2004 may apply. Below is a detailed guide on handling missed flights with Avianca Airlines.

Missed Flight Due to Passenger’s Responsibility

If you miss your flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following applies:

• Non-Refundable Tickets (e.g., Basic, Light): If you miss your flight and are marked as a no-show, the ticket value is forfeited, and the entire itinerary, including onward and return flights, is canceled. No credit is issued unless you cancel before departure. Taxes and fees may be refundable if requested within one year of ticket issuance. For tickets purchased before December 31, 2022, Classic and Flex fares may allow cancellations with a 10% penalty (administrative fee excluded). For tickets purchased on or after January 1, 2023, only Business fare tickets allow cancellations with a 10% penalty; Basic and Light fares are non-refunded and non-changeable.
• Flexible Fares (e.g., Flex, Business): If you notify Avianca before departure, you may rebook for a fee ($100–$200, depending on fare rules and route) plus any fare difference. If you arrive within 2 hours after departure, you may request standby for the next available flight, subject to availability and fees (waived for LifeMiles Diamond or Gold members).
• No-Show Policy: A no-show without prior notification results in ticket forfeiture. For LifeMiles award tickets, missing a flight may lead to mileage forfeiture for the missed segment. Rebooking after a no-show incurs a penalty (up to $200) plus fare differences. Notifying Avianca within 24 hours of the missed flight may allow you to reuse the ticket value, subject to fare restrictions and penalties.
• 24-Hour Cancellation Policy: For tickets purchased directly from Avianca, you can cancel within 24 hours of booking for a full refund (if booked at least 7 days before departure), even for non-refunded tickets. In specific countries (e.g., Chile, Ecuador, El Salvador), withdrawal periods range from 2–10 days, excluding administrative fees, if the flight does not depart within the withdrawal period.
• Special Circumstances: If you miss your flight due to medical emergencies, natural calamities, or a family member’s death, you may request a refund or rebooking without penalties, provided you submit documentation (e.g., medical certificate, death certificate) within 90 days of the missed flight. The ticket must remain valid (one year from purchase).

Missed Connecting Flight Due to Airline Delays

If you miss a connecting flight due to a delay or cancellation of an Avianca-operated flight within the same booking, Avianca will assist as follows:

• Rebooking: Avianca will rebook you on the next available Avianca or Star Alliance partner flight at no extra cost, in the same travel class. If no flights are available, alternative transport (e.g., ground transportation) or flights on other airlines may be offered.
• Right to Care: For delays within Avianca’s control (e.g., technical issues) lasting 2+ hours, Avianca provides meals, refreshments, and access to communication (e.g., two phone calls or emails). For delays of 5+ hours or overnight, hotel accommodations and airport transfers are provided where available. For delays beyond Avianca’s control (e.g., weather), assistance is not guaranteed.
• Compensation: For EU/UK-regulated flights delayed 3+ hours at the final destination due to reasons within Avianca’s control, you may be eligible for compensation under EU/UK Regulation 261/2004:
  • €250 for flights up to 1,500 km
  • €400 for flights between 1,500 and 3,500 km
  • €600 for flights over 3,500 km
  Compensation is not available for extraordinary circumstances (e.g., weather, air traffic control, strikes). For non-EU/UK flights, Avianca may offer electronic coupons (EMDs) or LifeMiles (redeemable within one year) as a goodwill gesture, but cash compensation is not required.
• Refund Option: If you choose not to travel due to a significant delay (e.g., 5+ hours) or cancellation, you may request a full refund for the unused portion of your ticket, including taxes and ancillary services, even for non-refunded tickets. Refunds are processed within 7 days for credit card purchases and 20 days for other methods.

Steps to Take if You Miss a Flight

If you miss your Avianca Airlines flight, follow these steps:

1. Provide Booking Details: Have your booking reference, e-ticket number, or LifeMiles number ready (available in your confirmation email or Avianca app).
2. Explore Options: Request rebooking (subject to fees and fare differences for non-flexible tickets) or standby for a same-day flight (if available, fees may apply). For flexible fares, rebook without fees via Your Bookings. For non-refunded tickets, request a refund for taxes/fees or a full refund if within the 24-hour cancellation window.
3. Submit a Claim (if applicable): For delays or cancellations within Avianca’s control, file a claim via theComplaints Form with your booking reference, boarding pass, and receipts. For EU/UK-regulated flights, claims can be submitted within 3 years. Third-party services like AirHelp or Skycop can assist with claims.