Avianca Refund Policy: Rules, Fees, 24-Hour Cancellation & Process
The Avianca refund policy depends on your fare type, country of purchase, reason for the refund, and whether the airline or passenger initiated the cancellation. Eligible passengers can request a refund through Avianca's online refund form. If the ticket was purchased through a travel agency, the refund request generally needs to be submitted directly to that agency.
If you need help understanding your refund options, you can call +1-844-584-7422 for travel-related assistance.
What Is the Avianca Refund Policy?
The Avianca refund policy determines whether you can receive money back after cancelling or changing a flight. Refund eligibility is primarily based on the fare conditions attached to your ticket.
Avianca currently offers different fare types, including Basic, Light, Classic, Flex, and Business. The applicable refund conditions can vary between these fares. Avianca recommends checking the conditions shown in your purchase confirmation before requesting a refund.
A refund may be available for reasons such as:
Flight cancellation by Avianca
Significant itinerary changes
Eligible missed connections caused by Avianca
Duplicate tickets
Certain passenger cancellations
Eligible medical or death-related situations
Refunds required by applicable local regulations
Unused portions of an eligible ticket
The exact amount returned depends on the applicable fare rules and regulations.
Is Avianca Offering a 24-Hour Refund or Cancellation Policy?
For flights to or from the United States, Avianca allows voluntary cancellation within 24 hours of ticket issuance when the scheduled departure is more than 7 days after the ticket was issued. This 24-hour rule applies to the ticket itself and does not automatically cover separately purchased extras such as baggage, seats, or meals.
This rule should not be treated as a universal 24-hour policy for every Avianca ticket worldwide.
Refund and withdrawal rules can vary by country. For example, Avianca publishes different requirements for purchases involving Colombia, Ecuador, El Salvador, Canada, Brazil, Argentina, Chile, and other markets.
If you're unsure whether your reservation qualifies, review the fare conditions before submitting the request. You can also call +1-844-584-7422 for assistance understanding your travel options.
Can I Get a Refund on a Non-Refundable Avianca Ticket?
A non-refundable Avianca ticket does not automatically qualify for a full fare refund. However, certain situations may still allow a refund of eligible taxes or unused portions, while some non-refundable fares may allow you to change the travel date instead.
Avianca states that if a non-refundable ticket allows date changes, passengers who cannot travel may be able to reschedule the flight, with applicable change charges deducted.
If rescheduling is not possible, Avianca indicates that a passenger may request a refund of applicable taxes for unused segments, subject to the relevant conditions.
Therefore, don't assume that “non-refundable” means that absolutely nothing can be recovered. Check the fare conditions and applicable local rules.
How Do I Request an Avianca Refund?
You can request an Avianca refund online through the airline's Refunds form. Avianca also directs customers to the Your Booking → Changes and Refunds area to manage eligible refund requests.
Steps to request an Avianca refund
Go to Avianca's official website.
Open the booking or refund section.
Select the refund option.
Enter your booking information.
Provide the requested ticket or document details.
Select the applicable reason for your refund.
Submit the refund request.
Save the confirmation or reference information.
Use Avianca's refund inquiry tool to check the status.
Avianca's refund page indicates that passengers may use their booking code, ticket number, EMD, or Avianca Credits, depending on the type of request.
What Reasons Qualify for an Avianca Refund?
Avianca identifies several situations where a passenger may request a refund.
These include airline-related situations such as:
Missed connections caused by Avianca
Duplicate tickets
Itinerary changes
Flight cancellations
Duplicate charges for certain taxes and airport fees
Eligible schedule changes exceeding 60 minutes
Passenger-related reasons can also include trip withdrawal, purchase cancellation, or certain illness or death situations, depending on the applicable rules.
The key point is that the reason for the refund matters. A passenger-initiated cancellation can have different conditions from an airline-initiated cancellation.
What Happens If Avianca Cancels My Flight?
If Avianca cancels your flight or makes a significant change to your itinerary, refund options may become available.
Avianca states that when a cancellation or significant itinerary change occurs and the airline cannot reaccommodate you, or you do not accept its alternative travel offer, an automatic refund can be available under applicable regulations.
For affected passengers, options can vary depending on the circumstances. You may be offered:
Rebooking
Alternative travel arrangements
A refund for unused portions
Other options required by applicable rules
Always review the communication sent to the email address associated with your reservation.
Can I Get a Refund for Extra Baggage or Seat Selection?
Yes, certain additional services may qualify for a refund. Avianca specifically addresses services such as additional baggage and seat selection.
If your flight is affected by rescheduling, an aircraft change, or cancellation, you may be able to request a refund for eligible additional services.
Avianca states that additional services purchased with Flex or Business fares can be requested together with the ticket refund, subject to the applicable conditions. It also states that additional services not provided because of the airline's fault can be refundable for all fares.
If you purchased the additional service through a travel agency, the request should generally be made through that agency.
Can I Get an Avianca Refund If I Bought My Ticket Through a Travel Agency?
If you purchased your Avianca ticket through a travel agency, you generally need to request the refund directly from the agency.
Avianca's refund guidance specifically states that agency customers should contact the agency through which they made the booking.
This is important because contacting Avianca directly may not allow the airline to process a ticket issued by a third-party agency in the same way as a ticket purchased directly from Avianca.
Before contacting the agency, have your booking confirmation, ticket number, passenger name, and payment information available.
For general travel-related assistance, you can also use +1-844-584-7422.
How Can I Check My Avianca Refund Status?
After submitting a refund request, you can use Avianca's Refund Inquiry Form to check its status.
Avianca advises passengers to enter their information exactly as it appears in the email received when the refund application was created.
Keep the confirmation email or refund reference until the process is complete.
If you do not see an expected update, check the information entered in the inquiry form and review the email associated with the booking.
How Long Does an Avianca Refund Take?
The time required for an Avianca refund can vary according to the type of refund, payment method, applicable regulations, and processing by the bank or card issuer.
Avianca does not provide one universal processing time that applies to every refund situation.
For Avianca Credits, the airline states that eligible refund payments are made within 30 days after the request, provided the required information is available. The time for the amount to appear in a bank account or card statement can additionally depend on the financial institution.
Therefore, the refund processing date and the date the money appears in your account may not always be the same.
Does Avianca Refund Taxes and Fees?
Taxes, fees, and charges are subject to the applicable local legislation and the conditions of the ticket.
Avianca states that some tax refunds may need to be requested directly from the relevant tax authority, meaning the airline may not participate in that particular process.
If your ticket is non-refundable, reviewing the unused taxes and charges may still be worthwhile.
Can I Cancel My Avianca Flight and Get a Refund?
It depends on the country, fare, timing, and reason for cancellation.
Avianca currently publishes country-specific cancellation and withdrawal rules. For example, its published guidance includes different cancellation periods for Colombia, Ecuador, and El Salvador.
This means passengers should not rely on a generic “Avianca cancellation fee” or “Avianca refund percentage” without checking the specific ticket.
For example, Avianca's current country rules state that certain qualifying cancellations in Colombia can result in 90% of the ticket fare being refunded, excluding the administrative fee, while Ecuador and El Salvador have different requirements and percentages.
What If I Bought My Avianca Ticket With LifeMiles?
If your ticket was redeemed using LifeMiles, the refund process is different.
Avianca states that passengers who redeemed a ticket with LifeMiles can request the refund through the applicable refund process, contact center, or sales office.
Check the applicable LifeMiles conditions before submitting your request.
Avianca Refund Policy FAQs
Is Avianca fully refundable?
Not every Avianca ticket is fully refundable. Refund eligibility depends on the purchased fare, country-specific rules, reason for cancellation, and applicable regulations.
Does Avianca have a 24-hour cancellation policy?
For flights to or from the United States, Avianca states that eligible tickets can be cancelled within 24 hours of issuance when departure is more than 7 days away. The rule applies to the ticket, not separately purchased extras.
How do I request an Avianca refund?
Use the refund form on Avianca's website or access Your Booking → Changes and Refunds. If the ticket was purchased through an agency, contact the agency directly.
Can I get a refund if Avianca cancels my flight?
Potentially, yes. If Avianca cancels or significantly changes your itinerary and applicable conditions are met, you may have refund or alternative-travel options.
Can I get a refund for unused baggage or seat services?
Eligible additional services can be refundable in certain circumstances, including situations where the airline could not provide the service.
Final Thoughts on the Avianca Refund Policy
The Avianca refund policy is not based on one universal rule. Your eligibility depends on your fare, country of purchase, reason for cancellation, timing, and applicable local regulations.
The safest approach is to check your fare conditions first, submit the refund request through the appropriate channel, and keep your confirmation information until the refund is completed.
If you purchased directly from Avianca, the airline's online refund tools can be used for eligible requests. If you purchased through a travel agency, contact the agency directly.
For additional travel-related assistance, you can call +1-844-584-7422.
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