Avianca Customer Service Plan and Tarmac delays Contingency Plan

AVIANCA, the flag-carrier airline in Colombia, features the Avianca Customer Service Plan and Tarmac delays Contingency Plan to ensure its passengers the most comfortable and safe flight experience.

AVIANCA Customer Service Plan:

This plan applies to flights to / from the US and ensures passengers that:

-          They will be offered the lowest fare available for their desired flight, date and service class, for reservations made via the web site, the telephone reservation system and the US ticketing locations.

-          They will be notified no more than 30 minutes after the airline learns about travel irregularities such as delays, cancellations and diversions that may impact their flight.

-          Their baggage will be delivered as soon as possible upon arrival. Should it be delayed, it will be located and delivered within 24 hours. Should it be delayed again, the passenger will be compensated for reasonable expenses. Should it be lost, the passenger will be compensated for the loss.

-          They will not be penalized and will receive a full refund for cancelling reservations as long as they do it within 24 hour of purchase and reservation is made a week prior to the flight departure date.

-          They will receive refund for eligible tickets provided that the corresponding documentation is presented.

-          They will be treated with the respect, attention and care they deserve in case they have any kind of disability and in the case of unaccompanied minors.

-          They will be provided with snack food and drinking, operable lavatories and medical assistance within two hours in case of tarmac delay.

-          They will be entitled to compensation and transportation on an alternate flight in case of over sales.

-          They will be informed about aircraft configuration (seats availability, lavatories); cancellation policies and LifeMiles frequent flyer program.

-          They will be informed at least seven days prior to their departure in case of change of itinerary.

-          Their complaints will be responded within sixty days after receiving it.

-          They will be notified in advance should their flight be cancelled; and that they will be confirmed on the next flight with the same class of service that has seats available.

AVIANCA Contingency Plan for Lengthy Tarmac delays:

Sometimes, there exist certain exceptional circumstances which are external to AVIANCA (Colombia) which may result in tarmac delays. Such uncontrollable situations as air traffic control, airport congestion or weather conditions may cause your flight to undergo a lengthy tarmac delay. If that were the case, AVIANCA will enforce the Contingency Plan for Lengthy Tarmac delays. This plan covers all scheduled and public charter flights, and applies at US airports served by AVIANCA(Colombia) and its US diversion airports.  

The contingency plan ensures that the plane will not remain on the tarmac for more than four hours unless the pilot-in-command determines so, or air-traffic control advice is issued on the contrary. After two hours of delay passengers will be provided with food, fresh water, operable lavatory facilities and medical assistance. They will also receive information about the situation every thirty minutes.

AVIANCA’s main aim is to win its passengers’ loyalty and I that pursue, the company provides them with the best attention and service to guarantee their comfort and security. Fly high with AVIANCA.

Cecilia Vittori