Regulation of conditions of access and use of avianca lounges services

The airlines affiliated with avianca that act jointly but not jointly and severally, collectively referred to as avianca, set out the following Regulations of Conditions of Access and Use of the avianca lounge Services used by avianca around the world.

This document sets out the conditions of access and use of the avianca lounges that must be observed by the Users who enter these spaces and use the services offered there. The User and his companions declare that they know and accept these Regulations by the mere fact of entering the avianca lounges.

The benefits and facilities provided in the avianca lounges are independent of the air transportation service to which a passenger is entitled as a result of the transport agreement with any of the airlines affiliated with avianca.

These Regulations include the general policies that regulate the use and access of Users in all avianca lounges that may be managed directly by avianca or on behalf of avianca operated by a contractor managing the service.

These Regulations apply to any natural person who enters avianca lounges (hereinafter, the "User"), as:

• A User who buys an executive cabin fare.
• A User who is a Diamond Elite, Gold or Silver member of the lifemiles* program, as specified in the rules of access for each avianca lounge, and his companions.
• A User who is a passenger in the executive cabin or first class of a Star Alliance airline and his companions.
• A Star Alliance Gold User.
• A User who purchases entry to avianca lounges.
• Anyone who, for whatever reason, has access to avianca lounges.

*lifemiles is the loyalty program that avianca offers its frequent flyers. The Terms and Conditions of this Loyalty Program are defined by lifemiles Ltd. as owner of the Program. These Terms and Conditions can be viewed at www.lifemiles.com.

avianca lounges

lounges managed by avianca: Ernesto Cortissoz International Airport - Barranquilla, Palonegro International Airport in Bucaramanga, Alfonso Bonilla Aragón International Airport in Cali, Rafael Núñez International Airport in Cartagena, Eldorado International Airport in Bogotá, José Maria Córdova International Airport in Medellín, Monseñor Oscar Arnulfo Romero International Airport in San Salvador.

The above list of lounges is not exhaustive, and may be modified from time to time in line with the opening of new lounges or extension or modification of the network of available lounges.

Any Co-Branded and/or Third-Party lounges will have their own regulations with which passengers must abide in addition to the terms contained herein.

Benefits offered to the user

The User will have the right to use the following benefits or facilities in the avianca lounges, where available:

• Rest and comfort zones.
• Access to drinks and snacks.
• Work areas with electrical and USB connection points, tablets, and screens to enlarge laptop images.
• Access to printed and digital reading material.
• Movies, sports, or news on TV screens.
• Internet connection.
• Shower service.
• Opportunity to request promotions or changes of seats when applicable.
• Family Zones.

To learn about the benefits and facilities of the avianca lounge you are planning to visit, please view our website www.avianca.com

Duties of the User when using the avianca lounges

The access to and use of avianca lounges is subject to the conditions indicated in these Regulations:

• All avianca lounges are smoke-free spaces; therefore, smoking is not allowed, which includes electronic cigarettes.
• All passengers under the age of 12 who wish to enter the avianca lounge must be accompanied by a responsible adult.
• The consumption of alcoholic beverages by minors (according to the definition of minor by the applicable law in each jurisdiction), may be prohibited by local laws and must be complied with by the minor and the adult responsible for the minor.
• avianca reserves the right to restrict the consumption of alcoholic beverages in the avianca lounge.
• The safety controls carried out by the airport operator when entering sterile zones^[1] do not exclude the additional support controls of the police authorities that may be required by avianca or the lounge operator, at any time either upon entry or during the User's stay in the lounge.
• avianca reserves the right to refuse entry or demand the removal of Users from avianca lounges carrying items that may affect security, such as flammable substances, firearms, sharp objects, or illegal substances. The User may not carry weapons or sharp, stabbing or blunt items that could be used as a weapon.
• The User must behave appropriately in accordance with proper public and social conduct and that do not offend the morals of or bother other Users or airline employees, the franchisee or any personnel assigned to provide services in the avianca lounge, so it is prohibited to be in the avianca lounge in swimsuits, nightwear, shirtless or barefoot. Also, it is prohibited to lie down or place feet or suitcases on sofas or tables. The use of electronic devices with the volume turned up loud is prohibited.
• It is prohibited to remove or misuse any item available in the avianca lounges, as well as to improperly handle emergency equipment.
• It is prohibited to obstruct access to the lounges' normal or emergency exits or the movement of people inside them, by the inappropriate placement of carry-on baggage or other objects, or improperly hindering evacuation procedures when these are required.
• It is prohibited to act in a manner or express comments that may generate panic among other users.
• It is prohibited to physically or verbally assault any of the users or officials or ground personnel working for the airline or avianca lounge.
• It is prohibited to cause inconvenience or any type of disturbance to other users.
• It is prohibited to carry any item classified as dangerous merchandise or prohibited goods or substances in carry-on baggage in violation of the applicable security regulations.
• It is prohibited to behave or act in an obscene manner.
• It is prohibited to enter the lounge or remain therein in an advanced or clear state of alcoholic intoxication or under the influence of mind-altering substances, prohibited narcotics, or to introduce such substances therein.
• It is prohibited to enter the avianca lounge without authorization from the airline or from the lounge management and refuse to leave it when instructions have been given to that effect.
• It is prohibited to bring in animals or pets not permitted by the airline or by the avianca lounge, but where allowed, entry will be subject to compliance with the signage in the lounges and the instructions given for their air transport.
• Any conflicts involving a User must be resolved in an atmosphere of mutual respect and tolerance with the intervention of the lounge manager/supervisor/shift manager and/or the security agency in charge of the lounge and/or the security agency responsible for the lounge. avianca may request the intervention of the police authorities and request that the User and/or his guest involved in the dispute be removed.
• The use of the goods and services offered in the lounge and the consumption of food and alcoholic/non-alcoholic beverages offered in avianca lounges must be done responsibly, reasonably and exclusively for consumption and/or use within the lounge. Removing products, food or drinks from the lounge will be subject to a search by and intervention of security personnel from avianca, the airport, or the operator of the lounge and/or the Police.
• It will be the exclusive responsibility of each User to take care of his belongings within the avianca lounges. The lounge manager is not responsible for supervising the User's belongings, and therefore will not be responsible for the loss or theft thereof. If the personnel in charge of the avianca lounges find a forgotten item, they will provide it to the airport management or the department in charge of avianca baggage.
• The User and his guests must abide by the instructions of the officials of the management/person in charge of the avianca lounge at all times.
• Users who must enter the lounge with bodyguards can do so with a maximum of two bodyguards. They will not be charged for admission. They will not be allowed to consume any services from the lounge. If they do, they will be charged entry.
• It is the responsibility of the Users to be conscious of the boarding time of their flights. lounge officials and avianca are not responsible in the event that the User and/or his companion miss his flight.

[1] Sterile Zone: A zone through which passengers pass after having gone through the security filters

Consequences of misconduct in avianca lounges by the user

When the lounge management/supervisor/shift manager decides that any of the rules of these avianca lounges Terms and Conditions of Access and Use of Service Regulations have been breached, whether by action or omission, they may take any of the following actions:

• Verbal warning: the person in charge of the lounges who identify the inappropriate conduct of a User and/or his guest will give him a respectful verbal warning when they become aware of the occurrence thereof, and at the same time as point out the inappropriate conduct. The official will record the event in the lounge's log. In any event, the personnel in charge of the lounge may activate the applicable procedure to restrict access to the lounges.
• Measures for non-compliance: In the event that a User and/or his companion(s) breach(es) any of the rules contained herein, avianca may adopt any of the following measures in line with the seriousness of the breach and repetition thereof:

1. For Users with lifemiles Program Elite status, remove the benefit of access to avianca lounges for the remaining validity of the lifemiles Program Elite status;
2. Request that lifemiles revoke the User's membership of the lifemiles loyalty program;
3. Request that lifemiles to remove or downgrade the User's lifemiles Program Elite status;
4. Restrict the User's access to all avianca lounges temporarily or indefinitely. This measure does not exclude the application of other measures related to the lifemiles Program Elite status.

These measures taken by avianca do not exclude the initiation of other legal actions to which it is entitled according to the situation in question.

Applicable procedure for the imposition of measures due to non-compliance.

In the event that the User and/or his companion(s) violate the rules described in these Regulations, the following shall take place:

1. The avianca lounge staff, with the assistance of the security personnel in charge of the lounge at the airport in question, will file a report of the events, which may contain testimonials, photographs and/or videos and which should state indicate the name(s) of the offender(s) to whom it relates.
2. If necessary, avianca may obtain verbal or written statements from third parties who witnessed the events.
3. avianca will reasonably inform the User of the measures to be taken and the term thereof, which according to these Regulation and/or the Terms and Conditions of the lifemiles Program, relate to the conduct of the User.
4. The User may send his comments and observations on the situation in question and/or request the reconsideration of the measure adopted by avianca by writing to luisa.cardenas@avianca.com within 3 calendar days following the date on which avianca informed the User of the measure imposed thereon. This reconsideration will be reviewed by avianca and/or lifemiles, who will decide whether or not the adopted measure shall be modified to one more favorable to the User, or be upheld.
5. The request for reconsideration will not prevent compliance with the restriction of access measure.
6. No refund will be given for passengers who must be removed from the lounge due to improper conduct and who have entered under the Plaza Premium Group programs or by purchasing entry to avianca lounges.

Processing of personal data:

By entering the avianca lounge and using the benefits and facilities offered in this area, the User expressly authorizes avianca to process his personal data, including the collection, storage, use, circulation, deletion, transmission and/or transfer, including of sensitive data such as voice recordings, images, photographs or videos, for the correct performance of the activities related to the service of use and access to lounges, for: control of entrance to and exit from the facilities, security, access restriction control and communications related to the entrance and restriction of the lounge. Third party suppliers, representatives or agents of avianca may be involved in these processes.

The information and personal data of the User will be processed in accordance with the provisions of avianca in its Privacy Policy addressed to Flyers, Customers and Users, available for viewing at www.avianca.com. This information will be stored for a period of ten (10) years from the final date of personal data processing to allow avianca to comply with its legal and contractual obligations.

The User may exercise his rights to know, update, rectify and delete his personal information and data by sending his request to the e-mail address habeasdata@avianca.com.

*The User is not required to authorize the processing of his sensitive data.

*All the conditions for entering avianca lounges can be viewed at www.avianca.com