Avianca


Get Ready for Your Trip – Travelers with Special Needs

The following rules and reccomendations are valid only on flights operated by Oceanair Linhas Aéreas S/A (O6).
If you have a leg on your itinerary operated by another companhie, please check the terms and conditions with the operating company.



Pregnant | Elderly | Visually impaired passengers | Hearing impaired passengers | Cognitively and development impaired passengers | Guide dogs, hearing dogs or service dogs trained to assist people with disabilities | Passengers who are ill or have been recently operated on or with limbs in a cast | Medical equipment – devices and other medical needs | Wheelchairs | Accompanying person | MEDIF |


 

Pregnant

 

From the moment the pregnant woman declares her condition, to secure the safety and the mother and baby's welfare, the passenger must provide the necessary documentation according to the gestational age, the type of pregnancy (regular or multiple) and the medical history (with or without medical complications), as shown in tables below:



REGULAR PREGNANCY – No medical complications
GESTACIONAL
AGE
DISCLAIMER MEDICAL
REPORT
MEDIF

UP TO 27 WEEKS

YES

NO

NO

28 TO 35 WEEKS

YES

YES

NO

MORE THAN
36 WEEKS

YES

YES

YES

MORE THAN
38 WEEKS*

YES

YES

YES



MULTIPLE PREGNANCY – No medical complications
GESTACIONAL
AGE
DISCLAIMER MEDICAL
REPORT
MEDIF

UP TO 27 WEEKS

YES

NO

NO

28 TO 31 WEEKS

YES

YES

NO

MORE THAN
32 WEEKS

YES

YES

YES

MORE THAN
38 WEEKS*

YES

YES

YES

* ATTENTION:

Regular and multiple pregnancy:

  • Pregnant mothers with more than 38 weeks of pregnancy: mandatory monitoring by a medical assistant during the trip;
  • Pregnant mothers with more than 40 weeks of pregnancy may not board.


If the pregnant woman fits any of the cases below, it becomes mandatory the presentation of a Disclaimer, a Medical Report and a MEDIF:


  • The pregnancy progress or the due date are uncertain;
  • Prior preterm birth, or;
  • High-risk pregnancy with medical complications during this pregnancy.


Disclaimer: present at the check-in 3 printed copies duly filled in and signed, regardless of the gestation period.

  • Pregnant Women Disclaimer Form (F-DAS-083) click here.
    • Medical Report of the Pregnant Women Boarding or Medical Certificate: Medical Report of the Pregnant Women Boarding is a form available on Avianca's website. If you choose to present a medical certificate, the certificate shall include: gestational age, due date and physician statement reporting that the mother is in condition to take a flight.

      The certificate date shall be within seven (7) days prior to the trip.

      • Medical Report of the Pregnant Women Boarding (F-DSA-091), click here.

      MEDIF (Medical Information Form): The MEDIF is a medical form for passengers with special needs and pregnant women in the above conditions. This form is provided by Avianca in the link below. It will be examined by the airline, which will inform the pregnant passenger if she can travel and under what conditions.




      It must be sent maximum antecedence of 72(seventy-two) hours before the estimated time of the flight departure, scanned and signed by the passenger (or her legal representative) and by her physician through the email medif@avianca.com.br . For more information regarding filling out and submitting the MEDIF, click here.



      Important!
      • The gestational age is considered the departure date, not the date in which the ticket was purchased or booked;
      • Newborn babies can only travel after completing a week of life;
      • Premature babies are considered a medical case. You must send the medical form MEDIF;
      • For information about the person accompanying, click here.
      For more information, call us at our Sales Center at 0800-286-6543 or contact us through our Online Service.

 



 

Travelers with Special Needs

Elderly People

 

Passengers with or over sixty (60) years will receive preferential and appropriate treatment to their needs.

If you, or someone traveling with you, need special care during boarding, arrival and connections, let us know your needs when you purchase the ticket at our website, store or Sales Center. On the flight date, go to the booth signaled for Priority service at Avianca's Check-in.

The request must be made at least 72 hours before the flight. For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat. .

For information about the person accompanying the passenger click here.

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Visually impaired person

 

For your flight to be enjoyable and safe, Avianca has guidelines in Braille and a team ready to assist you during the trip, from check-in to arrival.

During the purchase process, please let us know your needs. If the purchase is made on our website, click on the indicated option. Alternatively, contact the Sales Center. On the flight date, if you require any assistance for departure, arrival and connections, go to the booth signaled for Priority service at Avianca Check-in.

Your guide dog is welcome in our aircraft, as long as it meets the requirements set by the responsible agencies. For more information, click here.

The request must be made at least 72 hours before the flight. For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat.

For information about the person accompanying the passenger, click here.

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Deaf person

 

Avianca's service for deaf people is done by a team ready to assist you during the trip, from check-in to arrival.

During the purchase process, please let us know your needs. If the purchase is made on our website, click on the indicated option. On the flight date, if you require any assistance for departure, arrival and connections, go to the Priority service booth at Avianca Check-in.

Your hearing dog or assistance dog is welcome in our aircraft, as long as it meets the requirements set by the responsible agencies. For more information, click here.

The request must be made at least 72 hours before the flight. For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543, the service channel exclusive for deaf people (0800-286-5445) or the Online Service.

For information about the person accompanying the passenger, click here.

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Cognitive and development disabled person

 

Passengers with cognitive and developmental disabilities require special care. Avianca provides a team ready to assist these passengers in the departure, arrival and transportation for connections and airports.

Passengers who require individualized attention, due to permanent disability, or who are not able to follow the safety instructions provided by our staff, must have a person accompanying them during the travel.

In these cases, forwarding the medical form (MEDIF) to medif@avianca.com.br br up to 72 hours in advance of the flight is required. For more information about the MEDIF, click here..

For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat.

For information about the person accompanying the passenger, click here.


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Guide dog, hearing dog or assistance dog

Guide dogs, hearing dogs or assistance dogs are welcome in our aircraft, as long as they meet the requirements set by the responsible agencies.

The dog trained to assist the person with disabilities will be transported free of charge in the cabin of the aircraft, on the floor next to its owner. This seat will be determined by the airline, and the dog must travel with a leash and under the its owner's control.

For the animal to be accepted, the owner must present the same documentation used for domestic animals (PETC).

The guide dog, hearing dog or assistance dog must:

Own an ID and identification tag with:

  • User's name and the dog's name;
  • Training Center's name or standalone trainer's name;
  • The Center's Federal Tax ID Number or the instructor's Taxpayer Identification Number.
  • User and dog pictures.

Be up to date with vaccination:
  • Rabies vaccination certificate for animals over three (3) months of age, stating the producer laboratory name, type of vaccine and the number of the vaccine/vial used. This vaccine must have been applied thirty (30) days to one year prior to boarding (puppies under three (3) months old and, therefore, without the first vaccine will only be shipped with express authorization from the veterinarian);
  • Health certificate issued by the veterinarian. The expiration date of the certificate must be up to 30 (thirty) days from the date in which it was issued.
The guide dog must travel with leash and under the control of its owner.

The guide dog's documentation must be presented during check-in.

Except for the guide dog, hearing dog and assistance dog, which are exempt from fees, the cost to transport animals in the cabin is R$200.00 (two hundred Reais). The fee must be paid by stretch (Origin - Destination). The are no charges for scales and connections.

To require the guide dog, hearing dog or assistance dog's service, contact our customer service at the phone number: 0800 286 6543 or at our Live Chat. The request must be made at least 72 hours before the flight.


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Post-surgery, casts, sick


If the passenger is in a cast, is sick or was recently operated, it is necessary to send the medical form (MEDIF) to medif@avianca.com.brup to 72 hours before the flight. For more information about the MEDIF,click here.

The passenger boarding in any of these conditions is subject to authorization by Avianca. Once carried out the analysis of the MEDIF, with the information provided by the passenger and its doctor, an email with the answer will be sent. For operational safety and health reasons, transportation may be denied.

For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat. The request must be made at least 72 hours before the flight.
For information about the person accompanying the passenger, click here.

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Medical equipment - devices and other medical needs

Procedure to use stretchers, incubators, oxygens, portable oxygen concentrators, PC child seats, peritoneal dialysis machines, external fixation with weights, CPAPs (Continuous Positive Airway Pressure)

 

According to passenger safety rules for Avianca flights to use stretchers, incubators, oxygens, portable oxygen concentrators, PC child seats, peritoneal dialysis machines, external fixation with weights, CPAPs (Continuous Positive Airway Pressure), you must contact our Customer Service (SAC) at the phone number 0800-286-6543 for more information


Procedure for other equipment

 

To ensure that your needs are met and that the safety is prioritized during flight, medical support equipment can be transported and used on board.

The use of own equipment is subject to the applicable aeronautical and safety rules and regulations and, in particular, to the Brazilian Regulations for Civil Aviation (RBAC - Regulamentos Brasileiros de Aviação Civil) issued by ANAC.

To request medical equipment is essential to send the medical form (MEDIF) to medif@avianca.com.brup to 72 hours before the flight, so that the analysis of documents can be carried out and the necessary adjustments to the flight can be made. The boarding of such equipment must be subject to Avianca's technical analysis and authorization. Only equipment that meet the established requirements will be transported, thus ensuring the safety of the passengers who need special care, the safety of the other passengers and the safety of the crew.

In case of excess baggage: discount of at least 80% exclusive for the transport of necessary technical aids or medical equipment.

For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat.
For more information about the MEDIF, click here..


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Wheelchair

Passageiros que utilizam cadeira de rodas são atendidos por nossa equipe com prioridade.

Passengers who use wheelchairs are served by our team with priority. If you use a wheelchair for medical reasons, it is necessary to inform this when the ticket is purchased so that we can ensure mobility, safety and also due handling of your equipment. If the ticket is purchased on our website, select the correct option according to the type of equipment.

To provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat.

Passenger's Wheelchair

Avianca carries a wheelchair per client in addition to the checked baggage allowance at no additional charge. Fees for excess baggage and/or weight or size may be applicable for additional wheelchairs used for recreational/sporting purposes.

Motorized Equipment

The transport of motorized wheelchairs with dry, gel, wet or pourable batteries is subject to the operational area's analysis, with the medical staff's support, in order to ensure the adequate transport and our client and other passengers' safety. To provide the service, contact our Customer Service at the phone number 0800 286 6543.

The transport will be made in the aircraft hold. The replacement can be done by the client or rely on the help of an employee. If a device or tool is necessary for replacement, be sure to bring it with you.


In case of excess baggage: discount of at least 80% for the exclusive transport of necessary technical aids or medical equipment.

For information about the person accompanying the passenger, click here.

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Person accompanying the passenger

For the passengers with special needs' safety and comfort, boarding with a person accompanying the passenger will be essential when:

  • The passenger needs medical attention during the flight, according to the medical evaluation of the airline (MEDIF);
  • The passenger cannot meet their physiological needs without assistance;
  • The passenger cannot understand the flight safety instructions due to a mental or intellectual impediment.


It is essential to send the MEDIF to medif@avianca.com.brcontaining all the data filled in correctly, at least 72 (seventy-two) hours before the flight. For more information about the MEDIF, click here.

The person accompanying the passenger must be over eighteen (18) years and able to meet the passenger's needs and its own needs during the flight, traveling in adjacent seat.

The ticket for the person accompanying the passenger can be purchased with discount if the passenger's need is proven by Avianca's medical department. In this case, 20% of the passenger with special needs' fare will be charged. The purchase must be made, preferably, after the approval of Avianca's medical department (subject to analysis of the information in the MEDIF).

To receive the discount, you must contact our Customer Service Center at the phone number 0800-286-6543 or at out Live Chat. The request must be made at least 72 hours before the flight.

For tickets purchased on our website, is not guaranteed that the person accompanying the passenger will be placed on the same flight. If, after the MEDIF form is approved, there is not available on the flight purchased by the passenger, the ticket will be rescheduled at no cost to a flight on which the person accompanying the passenger can be accommodated.
If the passenger decides to cancel the trip because Avianca's medical department deemed unnecessary for a person to accompany the passenger, the refund of the ticket will be granted in full.

For questions or to provide appropriate assistance, you can also contact the phone number 0800 286 6543 or our Live Chat.

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MEDIF

O MEDIF é um formulário médico para passageiros com necessidades especiais, fornecido pela Avianca em link abaixo. Deve ser enviado para o e-mail medif@avianca.com.br com antecedência máxima de 72 (setenta e duas) horas do horário previsto de partida do voo, por todo passageiro que:

  • Utilizar cadeira de rodas;
  • Portar deficiência;
  • Necessitar de dispositivos e equipamentos médicos durante o voo (respiradores, cilindro de oxigênio, aparelhos cardíacos, entre outros);
  • Não for autônomo e precisar de acompanhante ou médico;
  • Tenha passado por alguma cirurgia ou intervenção médica recente;
  • Acidentados, engessados, recém-nascidos;
  • Tiver quadro de saúde instável, estar enfermo ou possuir alguma enfermidade que possa acarretar em piora durante a viagem ou causar efeitos aos demais passageiros e à tripulação;
  • Estiver gestante a partir da 36ª semana (gestação única) ou 32ª semana (gestação múltipla).
O embarque do passageiro que se enquadre em alguma destas condições fica sujeito à autorização da Avianca. Assim que realizada a análise das informações do MEDIF, cedidas pelo passageiro e por seu médico, um e-mail com a resposta será enviado. Por motivo de segurança operacional e de saúde, o transporte poderá ser negado.

Orientações sobre o preenchimento do MEDIF:


  • Baixe o formulário MEDIF, clicando aqui.
  • Leia atentamente o formulário e suas instruções;
  • Preencha os campos de forma legível e sem rasuras;
  • Marque com "X" nas opções de Sim ou Não;
  • Assine todas as páginas corretamente.

Encaminhe o formulário MEDIF digitalizado e assinado pelo passageiro (ou seu representante legal) e pelo médico para o e-mail medif@avianca.com.br.

Caso seja necessário um acompanhante, poderá ser cobrado um valor de até 20% do valor da tarifa do passageiro portador de necessidade especial. Para tanto, é necessário declarar as necessidades no preenchimento do MEDIF.

Para todas as informações sobre Acompanhante, clique aqui.

Em caso de dúvidas ou para providenciar a assistência adequada e suporte, você também pode entrar em contato através do telefone 0800 286 6543 ou pelo Atendimento Online.


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