If the company refuses to transport the passenger unjustifiably, and unless there are reasonable reasons for said refusal, such as health or safety reasons, inadequate travel documents, or showing up past the allowed times to check baggage, the first action that will be taken is requesting volunteers to give up their reservation and reach an agreement on compensation.

If there are not enough volunteers, passengers who are forced not to take the flight will be compensated as follows:

• Disruptions between 1 and 6 hours: $900 CAD in refundable EMD or 33,000 lifemiles.
• Disruptions between 6 and 9 hours: $1800 CAD in refundable EMD or 65,000 lifemiles.
• Disruptions exceeding 9 hours: CAD $2400 CAD in refundable EMD or 87,000 lifemiles.

Involuntary passengers who wish to receive cash as an alternative compensation at airports will be provided with a refundable cash EMD (the issuance process is the same as for issuing a regular EMD for IDB). With this document, they will be able to request reimbursement via bank transfer using the EMD number in the refund section on request a refund.

In the event of an irregularity or Denial, the passenger must be kept informed, indicating:

1. The reason for the denial/irregularity
2. Whether this reason generates compensation or not
3. The compensation amounts.
4. Assistance services he/she will receive and. Rights and options to file a complaint.

The airline may offer a refund for the unflown segments if the passenger decides to discontinue their journey due to operational irregularities or if as a result of these irregularities, the completion of the journey is not possible.

For additional information about Refunds please refer to our Refunds page.

Airport assistance

• Phone Call: Disruptions from 1 hour onwards
• Meals:
  • Snack: Disruptions between 1 and 3 hours.
  • Breakfast, Lunch, and/or Dinner: Disruptions from 3 hours onwards if the passenger needs to stay overnight or more to board the protection flight.
• Transport: Disruptions from 3 hours onwards.
• Accommodation: Disruptions from 3 hours onwards if the passenger needs to stay overnight or more to board the protection flight.

Compensation for Delays or Cancellations:

• Disruptions between 1 and 6 hours: $400 CAD in refundable EMD or 15,000 LifeMiles.
• Disruptions between 6 and 9 hours: $700 CAD in refundable EMD or 29,000 LifeMiles.
• Disruptions exceeding 9 hours: $1000 CAD in refundable EMD or 38,000 LifeMiles.

If your flight is delayed by three hours or more or cancelled because of a situation that is outside the airline’s control, your travel will be accommodated as follows:

• The airline will rebook you on the next available flight with Avianca on a reasonable route from the same airport within 48 hours of your original departure time.
• If we cannot do this, we will re-route you with another carrier at any reasonable route to your destination.
• If none of the rebooking options accommodate to your needs, and your flight is disrupted for three hours or more, or canceled, we can refund the unused portion of your ticket. If your travel no longer serves a purpose as a result of the delay or cancellation, we can also return you to your point of origin and refund the used portion.

If your flight is delayed by three hours or more o cancelled because of a situation that is outside the airline’s control or required for safety purposes, your travel will be accommodated as follows:

• We will rebook you on the next available flight with Avianca on a reasonable route from the same airport within 9 hours of your original departure time.
• If we cannot do this, we will re-route you with another carrier at any reasonable route to your destination within 48 hours of your original departure time.
• If none of the rebooking options accommodate your needs, and your flight is disrupted for three hours or more, or cancelled, we can refund the unused portion of your ticket. If your travel no longer serves a purpose because of the delay or cancellation, we can also return you to your point of origin and refund the used portion.

For additional information about Refunds please refer to our Refunds page.

Additional information regarding tarmac delays can be found in documentt about the conditions for flights to and from Canada

If you experience any issues with your baggage (delay, damage, or looted), follow these steps to report your case. Our Customer Service will handle your request and email you regarding possible compensation.

• Delay

In the case of damage to Checked Baggage, the person entitled to delivery must present a claim before the airline immediately upon the discovery of the damage, and at the latest within seven (7) days from the date of receipt in the case of Checked Baggage.

The conveyor belts and airport infrastructure managed by the airport operator or the Authorities could cause natural wear and tear of Checked Baggage or its packaging. The Passenger accepts and holds the airline harmless for said wear and tear.

• Damage or looting

The Passenger must notify the airline of the event of any delay in delivery of his or her Baggage as soon as possible. To do so, the Passenger must complete the Baggage Irregularities Report found in the Baggage Office in the air terminal, Contact Center, and/or find out more about inconveniences with your baggage. The maximum term to submit a report is twenty-one (21) calendar days from the date on which the Baggage was made available. In case of temporary loss for 21 days or less, Avianca will provide compensation equal to or greater than the sum of the fees paid for that baggage

• Limits

We inform you that regarding the destruction, loss, damage, or delay of your baggage, our liability is limited to 1288 Special Drawing Rights following the Montreal Convention, which applies to routes to and from Canada.

Please access our baggage policy, if you want to learn about dimensions, weight, restricted items, and more.

Avianca will do everything within its means to ensure children under the age of 14 are seated close to their accompanying family members free of charge. Assignment of seats to children under the age of 14 years will be governed by APPR - Section 22.

Proximity to adult’s seat

Avianca must facilitate the assignment of a seat to a child who is under the age of 14 years by offering, at no additional charge.

• In the case of a child who is four years of age or younger, a seat that is adjacent to their parent, guardian or tutor’s seat;
• In the case of a child who is 5 to 11 years of age, a seat that is in the same row as their parent, guardian or tutor’s seat, and that is separated from that parent, guardian or tutor’s seat by no more than one seat; and
• In the case of a child who is 12 or 13 years of age, a seat that is in a row that is separated from the row of their parent, guardian or tutor’s seat by no more than one row.

If you have any questions or want to file a complaint, you can submit your case through the following form.

If you want to communicate directly with the authority, you can access the following link https://otc-cta.gc.ca/eng  or thru:

Canadian Transportation Agency
60 Laval Street, Unit 01
Gatineau, QC  J8X 3G9

Telephone: 1-888-222-2592
Fax: 819-997-6727
TTY: 1-800-669-557