Avianca bookings: changes, cancellations and refunds with Touriyo

Date/time changes are allowed before departure only; no changes after departure in any fare. Basic, Light, Classic and Business Classic pay a change fee plus any fare difference and tax differences; Flex and Business Flex change free of charge before departure (fare/tax difference may apply). Changes apply per segment and only to date and time; a domestic flight can be changed to another domestic or an international flight, an international flight only to another international destination. Online changes are allowed up to 35 minutes before departure (domestic) and 1 hour (international); through the Contact center up to 6 hours before departure. Elite Lifemiles members (Diamond, Gold, Silver) can fly earlier on Colombian domestic routes without fee (not on Basic/Light). Since July 2025 an EMD attached to the ticket is updated automatically on voluntary changes.

Only Flex and Business Flex fares are refundable before departure (fare value; taxes refunded per local law). Basic, Light, Classic and Business Classic are non-refundable: you may rebook paying the change fee, or request a refund of the unused taxes. No refunds after the flight in any fare except for operational events. Ticket issuance charges are not refundable and some countries apply an administrative refund fee. Refunds are requested through the online refund form (refunds.avianca.com); Lifemiles award tickets through the Lifemiles form, Contact center or sales offices. Country rules: Colombia 'retracto' within 5 business days of purchase (flight must not start within 5 calendar days; online channels only; full refund minus the administrative fee) and 'desistimiento' at least 24 h before departure (90% of fare, Business Flex only). Ecuador: retracto 2 business days / flight not within 48 h; desistimiento 72 h before, 90%, Business Flex only. El Salvador: retracto 8 calendar days; desistimiento 24 h before, 88% of fare. Argentina: within 10 days of purchase, 90% (>24 h before) or 80% (<24 h). Brazil: within 24 h of purchase if bought at least 7 days before departure. Canada: within 24 h of issue if booked at least 7 days before departure. Chile: within 10 calendar days of purchase. USA/Puerto Rico: see rule_24h. Force majeure (illness, death): change without fee within 90 days or refund via the force-majeure form, with medical/death certificate.

Refundable tickets: Refundable before departure: Flex, Business Flex (and Business tickets bought before 11-nov-2025). Non-refundable: Basic, Light, Classic, Business Classic (taxes of unused segments can be refunded). Additional services are refunded only together with the ticket refund and before departure, under the same fare conditions.

Flights to and from the United States (and San Juan, Puerto Rico): voluntary cancellation requests within 24 hours of ticket issuance, provided the scheduled departure is more than 7 days from the issue date. Applies to the ticket only, not to additional services bought separately (baggage, seat, meals). Similar 24-hour-after-purchase windows published for Brazil (ticket bought at least 7 days before departure) and Canada (tickets issued in Canada, booked at least 7 calendar days before departure, online channels).

Carry-on: Personal item free in all fares: max 45 × 35 × 20 cm, under the seat. Carry-on bag: max 10 kg and 55 × 35 × 25 cm including wheels and handles; included in Light, Classic, Flex, Business Classic and Business Flex; not included in Basic (sold as an add-on). Infants (0-2) have no carry-on allowance. May be moved to the hold at no cost on full flights.

Checked bags: Economy: 23 kg per piece, max 158 cm linear (alto + largo + ancho). Business: 32 kg per piece. Included pieces by fare: Basic and Light 0; Classic and Flex 1 × 23 kg; Business Classic and Business Flex 2 × 32 kg. Overweight accepted up to 45 kg and 230 cm linear (max 32 kg per piece to/from Europe). Some routes limit checked pieces to 2 (e.g. 15 Oct 2026 - 20 Feb 2027 New York/San Francisco/Guatemala City to San Salvador; several Clic-operated domestic routes all year).

Fees: Carry-on (Basic fare): Colombia domestic desde COP 79.900 on avianca.com / desde COP 140.000 at online check-in or airport; Ecuador and Guatemala domestic desde USD 30 / 45. 1st checked bag (Basic/Light): Colombia domestic desde 79.900 COP; Ecuador/Guatemala domestic desde 30 USD; to/from Central America or the Caribbean desde 60 USD; to/from South America, Brazil, Mexico-South America desde 80 USD; to/from North America desde 85 USD; to Europe desde 95 USD / from Europe desde 95 EUR (prices for purchases more than 48 h before departure; higher at the airport). 2nd bag: Colombia desde 160.000 COP; international desde 110 USD (North America desde 140 USD; Europe desde 150 USD/EUR). Overweight 25-32 kg: Colombia domestic COP 150.000; Ecuador/Guatemala USD 55; Mexico/Central America/Caribbean/South America USD 150; to/from North America USD 160; to Europe USD 160 / from Europe EUR 160 or GBP 120. Overweight 33-45 kg: COP 200.000 / USD 65 / USD 200 / USD 200; not allowed to/from Europe. Oversize: Colombia COP 150.000 low season - 160.000 high season; North America USD 160-185; Europe USD or EUR/GBP 160-170.

Name changes (transferring the ticket to another person) are not allowed on issued tickets or bookings. A name correction is allowed once, before the trip starts, requested up to 72 hours before scheduled departure, through the Vianca WhatsApp assistant (path: 'Ya tengo un tiquete' > 'Cambios por fuerza mayor' > 'No tengo un código' > 'Corrección de nombre'), attaching the travel document; the chat then transfers to an agent. Tickets bought through a travel agency: request the correction with the agency.

Flights must be flown in the order and on the dates purchased. If the passenger does not show up for the first segment it is treated as 'No Show' and the remaining segments of the booking are cancelled. Exception published for round-trip tickets originating in Colombia: later segments can still be used if the passenger informs the Contact center before departure of the first flight or at the latest one hour after. Tickets bought in Brazil with domestic Brazilian segments: later segments can be used without penalty if the airline is informed before scheduled departure (Brazilian regulation).

10 or more passengers with the same origin, destination and dates; no maximum. Quoted only in Classic fare (bag included); quote sent by email within 48 h, valid 72 h; 24 h to pay by debit or credit card after accepting the contract. Group bookings do not earn Lifemiles. Itinerary changes after issuance follow Classic fare conditions via the Contact center.

Avianca sells these fare families, each with its own change, refund and baggage rules:

• Basic (vuelos nacionales; artículo personal only)
• Light (vuelos internacionales; personal item + 10 kg carry-on)
• Classic (adds 1 × 23 kg checked bag, Economy seat, 6 millas/USD)
• Flex (adds free changes, refundable before departure, Plus seat, 8 millas/USD)
• Business Classic (2 × 32 kg, change fee applies, non-refundable; sold since 11-nov-2025)
• Business Flex (2 × 32 kg, free changes, refundable, only fare eligible for desistimiento; sold since 11-nov-2025)
• INSIGNIA Business Classic / Business Flex (flatbed, Europe and selected long-haul)

Avianca's loyalty program is Lifemiles (Star Alliance; Elite tiers Red Plus, Silver, Gold, Diamond). Miles and status are managed with Avianca, not with Touriyo.

11-nov-2025: the single 'Business' fare was replaced by 'Business Classic' (change fee, non-refundable) and 'Business Flex' (free changes, refundable); tickets bought before that date keep the old conditions (help article updated 2026-10-16). July 2025: EMDs are updated automatically on voluntary changes. Checked-bag piece limits on selected routes 15-oct-2026 to 20-feb-2027 (article updated 2026-10-18). Change-fee table article last updated 2026-10-18.

• Avianca Business split into Classic/Flex (11 November 2025). Checked on 18 October 2026.

Avianca states repeatedly that tickets bought through a travel agency must be handled with the agency: refunds ('Si compraste tu tiquete en una agencia de viajes, debes gestionar el reembolso directamente con ellos'), voluntary changes on Clic Air-operated flights ('Si hiciste tu reserva por medio de una agencia de viajes, deberás ponerte en contacto con ellos para solicitar el cambio'), name corrections ('comunícate con ellos directamente para hacer tu solicitud') and group itinerary changes ('Si compraste por agencia de viajes, debes gestionar los cambios directamente con ellos'). The Colombian retracto applies to purchases in online channels including 'agencias de viajes online'. Avianca publishes a dedicated 'Línea para agencias de viaje' in Colombia: +57 01 800 0183 098. Self-service re-accommodation for airline-caused disruptions is at https://booking.avianca.com/servicing/self-reaccommodation/retrieve.