Travelers with disabilities
We want to offer you an unrivaled service that meets all the applicable regulations and makes your journey as easy and stress free as possible. Please remember that the more information you can give us when making your booking or when planning your flight, the better we can help you.
If you have a connecting flight with Avianca, we recommend you read the Special Services Policies for each flight. If you have a connecting flight with our airline partners they may have different conditions regarding disabled travel. Please find out the terms and conditions of each carrier you'll use during your journey.
When making your reservation*:
- Tell us what your needs are so we can best assist you (sensory, physical, cognitive or multiple disabilities).
- Tell us if you require any Special Service (wheelchair); or if you are planning to bring any medical equipment such as oxygen concentrators or your own wheelchair with you.
- If you need the wheelchair services please tell us if you only require it to move around the airport or also onboard the plane. This service is free.
- Confirm with our team if the service you requested has been properly included in the booking and check all the information regarding the Airline’s requirements for your flight.
*Applies to any method used to make the reservation: call center, sales offices or travel agencies.
- If you are traveling in a group of 10 or more disabled people you must contact us 48 hours prior to flight departure so we can plan and provide you a better service.
- Stretchers and incubators are not accepted on our flights.
- A safety escort (companion) is required for customers with disabilities when:
- You are not able to understand or receive safety instructions using a recognized method (e.g. lip reading)
- You do not understand or respond appropriately to safety instructions.
- You cannot leave/evacuate the aircraft on your own.
- You are not able to perform your basic or physiological needs independently.
At the airport
- Priority check-in and assistance from our team during boarding so your safety is guaranteed and you are at the front of the line.
- Free wheelchair service from the check-in counter through to boarding.
- Transport of all assistance devices you require, without additional cost, such as crutches, strollers, wheelchairs and oxygen concentrators, without them being included as part of the free baggage allowance
We ask you to please:
- Be at the airport as far in advance as possible prior to your scheduled flight departure.
- Pay close attention to all announcements made by the Airline to be aware of your flight status to avoid any possible inconvenience.
- Take all the required travel and immigration documents with you at all times and show them when requested, and also - if necessary- your medical certificate.
- Report the condition of the wheelchair or any other assistance equipment you want to transport in the aircraft hold.
- If you are traveling with a battery powered wheelchair, turn the device off before checking it, protect the terminals against short circuits and make sure the battery pack is securely attached to the structure. Advise our staff about the manufacturer's assembly instructions or if there is any specific requirement for transit in the hold. When checking the wheelchair you must indicate if the batteries are spillable or non-spillable, so we can determine the appropriate handling.
- If you are traveling with your own respiratory assistance equipment, arrive at the airport an hour early in addition to the minimum established check-in time prior to the scheduled flight departure, to enable the verification that is required for transport to be effected.
- It is advised that you request the cooperation of porters at the destination airport where you have to go through customs. However, it is easier and more convenient if you have someone to accompany you at both the origin and destination airports.
During the flight
We offer you:
- Assistance as required according to your specific disability, with a trained crew that is available and ready to assist you within the framework of the safety and service standards of the Carrier.
- The company allows the transport of guide dogs or emotional support animals without additional cost for Passengers with impaired vision or other Passengers who require them.
- Take all the medicines needed for the flight in your carry-on baggage, and make sure you have enough medicines in case of any delay.
- Take all the necessary items with you to attend to your physiological needs if you can’t go to the bathroom by yourself.
Regulatory Information from the U.S. Department of Transportation
See more information regarding the Nondiscrimination on the Basis of Disability in Air Travel regulations issued by the Department of Transportation (DOT). If you require the regulations in an accessible format, you can contact the DOT as follows:
- Within the U.S. call the DOT on 1800 7 784 838 (Voice) or 01800 4 559 880 (TTY).
- Call the DOT Aviation Consumer Protection Division on: 202-366-2220 (voice) or 202-366-0511 (TTY).
- Website Aviation Consumer Protection
If you need additional help, ask our staff to contact a Complaints Resolution Officer (CRO). Our CROs have been specially trained and know the Department of Transportation (DOT) disability regulations. They will gladly answer all your questions.