Aerovías del Continente Americano S.A. Avianca, Avianca Express, Taca International Airlines S.A., Avianca Costa Rica S.A, Avianca Ecuador S.A., Aviateca S.A ("Avianca") are responsible for these Terms and Conditions (the "T&Cs").

The purpose of these T&Cs is to establish the procedure for voluntary rearrangement of passengers, detailing the process of Initial Contact, contact in the lounge, acceptance of the Invitation, delivery of the Benefit and other details of the voluntary flight change procedure. These Terms and Conditions will apply exclusively to those who receive the Initial Contact.

These T&Cs will be valid from their date of publication at the following link: https://www.avianca.com/en/legal-information/voluntary-flight-change/. The T&C may be modified from time to time. Any changes made will take effect once they are published at the above link. Passengers who express their intention to be voluntarily reaccommodated declare to have read, understood and accepted these T&Cs.

The following definitions are applicable to these terms and conditions:

4.1. Benefit: this refers to a document or EMD (Electronic Miscellaneous Document), the amount of which is offered to the Passenger receiving the Reaccommodation Offer in the Initial Communication email. The delivery of the benefit will be subject to:

4.1.1. The passenger's response to the Initial Communication email in the time and form indicated in Section 4.3,
4.1.2. Passenger's verbal confirmation of their intention to accept the reaccommodation offer when called from the boarding lounge, as described in Section 4.4
4.1.3 The agent of the boarding lounge will confirm the change in flight, according to Section 6.

The passenger may choose one of the following options to use the EMD: 

4.1.4. To make the full or partial payment for Avianca's services and products. The terms and conditions of this alternative are described in the following link https://www.avianca.com/en/legal-information/voluntary-flight-change/
4.1.5. Redeemable for cash: The process and terms and conditions of this are described in the following link https://serviciosenlinea.avianca.com/Refunds/home?lang=EN

4.2. Passenger receiving the Reaccommodation Offer: refers to the passenger receiving the Initial Communication message sent by Avianca at its entire discretion. Guest Customers are understood to be all passengers who are on the same reservation as the recipient of the Initial Contact. The Passenger receiving the Reaccommodation Offer is the holder of the information included in the Original Booking and declares to have full capacity and authority to act on behalf of all the passengers of the Original Booking.

4.3. Initial Contact or Invitation: refers to the email sent to the Passenger receiving the Reaccommodation Offer, which informs these passengers about the possibility of making voluntary changes to their Original Booking and opting for a Later or Alternative Flight. It also informs the Passenger receiving the Reaccommodation Offer of the possibility of receiving Benefits for this.

The Invited Customer may respond to the Invitation by clicking on the applicable option up to 60 minutes before the date and time of the Original Reservation. If the passenger does not respond, the Initial Contact is considered null and void.

Once the Passenger receiving the Reaccommodation Offer responds, their status will be reflected in the Avianca flight management system. However, the change in flight will only be made if required and will be agreed personally with the Passenger receiving the Reaccommodation Offer during the announcement at the boarding lounge.

4.4. Announcements at the boarding lounge: Avianca will be responsible for making the announcement to call the passengers who responded to the Initial Communication. Said call will be made in the boarding room on the date and time of the Original Reservation. The agent of the boarding lounge will ask the passenger for verbal confirmation of their interest to change the booking and accept a seat on an Alternative Flight and, if applicable, will provide the corresponding Benefit after the flight closes.

When being called to the boarding lounge, the Passenger receiving the Reaccommodation Offer may withdraw their intention to accept the change of flight, regardless of their response to the Initial Communication. In this case, your original Reservation will be maintained.

4.5. Alternative flight: refers to a flight other than the one included in the Original Booking and which is reported as optional and suggested in the Initial Communication or at the airport through the agent when passengers are called to the boarding lounge.

4.6. Personal data: refers to all information related to an identified or identifiable natural person.

4.7. Original Booking: it refers to the fare, time, route and additional services initially selected by the Guest Customer in the ticket purchasing process. The Original Booking will be valid up to the date and time of the journey. Therefore, the Passenger receiving the Reaccommodation Offer must go to the departure lounge in their original booking information.

4.8. Owner or Subject of Personal Data: any person whose identity can be determined, directly or indirectly, and whose data is subject to processing.

4.9. Journey: refers to the portion of a trip between two consecutive points on an itinerary. 

5.1. General

5.1.1. The Avianca transport contract and its terms and conditions apply to all bookings made, including the Original Bookings with changes associated with the Invitation accepted by the Passenger receiving the Reaccommodation Offer. The Guest Customer must consult and accept the transport contract available at the link https://www.avianca.com/en/legal-information/contract-of-carriage/.
5.1.2. The applicable laws will be those of the origin of the Route.
5.1.3. The response to the Initial Contact can only be made by the same person whose data is registered as the leader or person responsible in the Original Booking, and who in any case must be over 18 years of age. If carried out by a minor, no action will be valid.
5.1.4. The Initial Communication and announcements to call passengers to the lounge will be sent to Passengers receiving the Reaccommodation Offer, which will be selected by Avianca at its entire discretion.

5.2. From the Initial Contact and the response to the Invitation

5.2.1. Within 48 hours prior to the flight in the Original Booking, Avianca may send an Initial Communication to the Passenger receiving the Reaccommodation Offer, who may voluntarily change Flight(s), for an Alternative Flight in exchange for a Benefit.
5.2.2. The Passenger receiving the Reaccommodation Offer receiving the Initial Communication must be present at the airport on the date and time of flight indicated in the Original Booking.
5.2.3. When the Original Booking includes several passengers, the one receiving and responding to the Initial Communication and/or accepting the Offer at the boarding lounge declares to have been authorized by all other passengers to change the Original Booking for a Later or Alternative Flight. Likewise, a Benefit will be provided for each passenger.
5.2.4. The Passenger receiving the Reaccommodation Offer must respond through the Invitation email by clicking on the corresponding option and in accordance with Section 4.3 of these T&Cs.
5.2.5. If the Original Booking of a Passenger receiving the Reaccommodation Offer is modified or canceled after the Initial Communication, the offer will be considered null and void.
5.2.6. If the Passenger receiving the Reaccommodation Offer does not respond to the Initial Communication, the passenger will not be eligible to receive the Benefit and be entitled to accept a seat on an Alternative Flight.

5.3. Of the passenger called to the boarding lounge

5.3.1. The Invited Customer may, from the moment they receive the Initial Contact email and up to 60 minutes before the Flight time established in the Original Reservation, respond to the Invitation through the link available in the email.
5.3.2. Avianca may, at its sole discretion, make an announcement to call the passenger to the boarding lounge, and request verbal confirmation from the passenger included in the Invitation to change their Booking for an Alternative Flight.
5.3.3. Once the Passenger receiving the Reaccommodation Offer verbally confirms that they wish to be reaccommodated on an Alternative Flight after the Flight in their booking is closed, they will receive the Benefit as agreed in the Initial Communication email.
5.3.4. When being called to the boarding lounge, the Passenger receiving the Reaccommodation Offer may withdraw their intention to accept the change of flight, regardless of their response to the Initial Communication.
5.3.5. The Passengers receiving the Reaccommodation Offer and called to the boarding lounge to confirm their interest in accepting a change of flight will be calculated according to the number of passengers required by Avianca.
5.3.6. If the Guest Clients are not called in the room, the transport contract will continue under the terms initially agreed upon, without this constituting any breach or right in favor of the Guest Client.

6.1. Once the Passenger receiving the Reaccommodation Offer has expressed their intention to accept a change to an Alternative Flight when the announcement is made and the passenger is called to the boarding lounge, this passenger acknowledges that Avianca's staff may modify the Original Booking. If the customer declines, their original Reservation will remain.

6.1.1. Avianca will make its best effort to ensure that the Passenger receiving the Reaccommodation Offer and accepting the Offer can maintain all the additional services purchased in the Original Booking for the Alternative Flight. To make the refund effective, the client must request it at the following link, in which the terms and conditions and the process to follow are described: https://serviciosenlinea.avianca.com/Refunds/home?lang=EN

Should the Passenger receiving the Reaccommodation Offer wish to include an add-on, such as seat selection or a change of fare for the Alternative Flight, they must pay for it at the time of accepting the Offer.

6.2. The airline's staff will confirm the Alternative Flights at the boarding lounge.

6.3. The fare conditions of the Original Booking continue to apply to the Alternative Flight booking.

6.4. The applicable lawsand terms and conditions shall apply to the fare, always in compliance with the regulations of the country of origin for each segment's routes.

7.1. Cancellations: in the event that the Guest Customer decides to cancel the reservation of the Subsequent or Alternative Flight on which he was going to travel, the cancellation conditions of the fare purchased on said flight will apply.

7.2. Good faith: the Parties will act in good faith for strict compliance with these T&Cs, especially for the assignment and use of the Benefit. Avianca may cancel the Benefit in the event of any breach of these T&Cs, improper use of the Benefit or other similar cases.

7.3. Add-ons: these T&Cs must be read together with our Transport Terms and Conditions https://www.avianca.com/en/legal-information/contract-of-carriage/, the Terms of Use of our Website https://www.avianca.com/en/legal-information/terms-and-conditions-digital-channels/ and our Privacy and Data Protection Policy https://www.avianca.com/en/legal-information/privacy-policy/.

7.4 Fortuitous event and Force Majeure: Avianca will not be responsible for failing to comply with the T&Cs due to unforeseen and unavoidable circumstances, beyond reasonable control, without any type of penalty with regard to failing to comply with the T&Cs or compensation in favor of the Passenger receiving the Reaccommodation Offer.

7.5. Prohibition of Accumulation: passengers receiving the Reaccommodation Offer will not be eligible for the Benefit if they have previously received any other form of compensation within the framework of any voluntary reaccommodation program.