When booking your flight

Request assistance according to your purchase channel:

●  On avianca.com when booking: during the checkout process, go to the "Special Assistance" option in the third step and then select "Do you have an intellectual disability or neurodivergent?".

●  At the Contact center or sales office: let us know what assistance you need.

Keep in mind

●  If you require assistance with restroom visits, personal care, eating, medication administration, or understanding safety instructions during the flight, you must travel with a companion.

Before your trip

● If you already have your booking: request assistance at least 48 hours before your flight through Manage your booking by entering your booking code and last name. In the "What else can you do with your booking?" section, select "Special Services," or call our Contact Center.

● If traveling with your service dog: select the "Flying with a service dog" option when making your booking or through Manage your booking. For travel with an emotional support dog: include it in your booking by calling the Contact center at least 48 hours before flight departure. Check the required documentation for its transport.

●  Bring items that help you feel calm, such as lanyards indicating an invisible disability, electronic devices, books, or music to listen at the airport or during your flight. 

●  Get ready for your flight: download our app from Play Store or App Store to check your flight information, check in, and have your boarding pass handy.

●  Check your baggage dimensions, weight, and permitted items based on your fare type.

At your departure airport

● Check-in: complete your check-in before arriving at the airport. If you need assistance, go to our counters using the "special assistance" line, where we will verify your documentation and provide information about your flight. If you’re unsure of the location of the counters, ask for directions at the airport's information points.

● Make sure you understand all instructions related to documentation, baggage, and safety procedures to travel independently.

● If your disability is not visible, let us know how we can assist you. You can use a cord to make your disability visible: check the airports where you can obtain the Hidden Disabilities Sunflower lanyard.

● In your flight's boarding area, you can request pre-boarding to have more time to settle in.

● Arrive at least 30 minutes before the time indicated on your boarding pass.

Onboard

● If you are seated near the wings of the plane or the bathrooms, the turbine noise may be louder.

● For safety reasons, we cannot offer you a seat in the emergency exit row.

● If your disability is not visible, inform the crew of how they can assist you. This will allow us to adjust our service to your needs.

Our crew is trained to:

● Provide personalized safety instructions before takeoff, either through speakers or video.

● If you need help eating or using the restroom, it is essential to travel with a companion..

Keep in mind:

● All content has subtitles and is available in multiple languages.

● On single-aisle aircraft (A320) with available Wi-Fi, you can access entertainment content from your personal device.

● On twin-aisle aircraft (B787), enjoy entertainment on the screen in front of your seat.

● Check the onboard sales menu, available based on the route and cabin you’re traveling in.