Common Questions

Registration

How can I register on the site?

Visit the Customer Registration area. Choose between filling the marked fields directly on the form or signing-in using your Facebook or Google account.

Confirm your information, create a login password and fill in the missing information. You can choose to join the Amigo Program. In that case, fill in your address. Finish by clicking the "Register" button.

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Can't I register a password?

Your password must have at least 1 uppercase letter, 1 lowercase letter, 1 number, 1 special character, and total 8 characters.

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How do I change my registration information and password?

 Log in to the Avianca Brasil website. Go to the “My Information” page and make the necessary changes. For security reasons, you can only change phone number, gender, address and password.

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How do I access my Amigo Program information?

Log in to the site. Go to the login area and select "My Points". If you are registered in the Amigo Program, your information will be avialiable. 

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Our Destinations

How to access the Avianca Brasil sales page?

Our sales are all gathered in a single page. Access it through this link.

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What are the Avianca Brasil's travel destinations?

For information on the destinations that Avianca Brasil operates, go to "Destinations", select from the national or international options and check the location options of that make up our network.

To know about flights by partner airlines, please visit our "Alliances" page.

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What is the route map of Avianca Brasil?

To understand the reach of our flight network, go to our Route Map.

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Does Avianca Brasil also reaches international flights?

Avianca Brasil does also reach international flights! We operate the Fortaleza - Bogotá and São Paulo - Miami routes. We share routes to Canada, Spain, Ethiopia, the United Arab Emirates, South Africa and Turkey. In addition to six other locations within Colombia: Bucaramanga, Cali, Cartagena, Pereira, Medellín, Santa Marta. Still not enough? We have partnered with more than 30 airlines - 27 of which are Star Alliance members.

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Your Trip

How do I buy my ticket on the Avianca Brasil website?

Buying a Ticket using the Avianca Brasil website is easy and user-friendly. See the step by step on "How to Buy".

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How can I buy using points?

The issuance of economy class tickets for flights operated by Avianca Brasil (O6) can be done by the site and by the Amigo Customer Service Center. To redeem tickets using points on flights with Star Alliance member airlines or on Avianca Brasil (O6) flights from Brazil to Miami, in the business class, please contact our Customer Service Center on the number 4004-4040 (for state capitals and Metropolitan areas) or 0300-789-8160 (for other regions). More information on the Amigo Program site. 

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What forms of payment are accepted on the site?

Avianca Brasil accepts payments in banking billets, debit, credit and corporate cards. For more details, go to Forms of payment

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What is the credit card security code?

The credit card security code is a numerical sequence complementary to the card number, which guarantees the accuracy of the data of an electronic transaction, since this information is verified only by the cardholder and is not in any type of magnetic reading. 

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I made the purchase of my ticket through the site and did not receive the proof of purchase. What now?

If you do not receive your proof of purchase, please contact our Sales Center at 4004-4040 (for the main capitals) and 0300-789-8160 (for other locations) and inform the locator code of your reservation for the resending of the email.

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How do I get access to flight schedule updates?

On the "Flight Adjustments" page, It is possible to check the list of flights that have undergone scheduled updates regarding flight times and/or itineraries.

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How do I request and/or purchase a special service?

To request a special service, please contact us through our Sales Center at 4004-4040 (for the main capitals) and 0300-789-8160 (for other locations), at Avianca Brasil Stores or our website. Each service requires a specific time in advance to be requested. See the information directly on the special service's descriptive page, such as: special meal optional services.

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Web Check-in

Who can make the check-in?

The Avianca Brasil Web Check-In is available to all passengers over 12 years of age who are not pregnant and have not undergone recent surgery. Make your web check-in!

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How far in advance can I check in?

It is possible to carry out the procedure between 72 hours and 40 minutes before the flight takeoff in domestic routes. In operations within South America the time is between 72 hours and 1 hour.  Make your web check-in!

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How can I check in using my cell phone?

It is possible to check in via cell phone by accessing our website using a Smartphone or through the Avianca Brasil app. Mobile check-in follows the same rules as web check-in, but in this case, you do not need to print the boarding pass. The system will generate an electronic card with a QR Code. Simply present the cell phone with the QR Code at the boarding entrance for the ticket to be scanned. Make your web check-in!

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Flight rescheduling

How to reschedule my flights?

The rescheduling must be made within the validity period of one year from the date of purchase. Avianca Brasil flight rescheduling can be requested at our Stores, Sales Center or on the  Website

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How to request a ticket refund?

For each payment method there is a specific way of requesting a refund. Click here and check out the detailed rules for Ticket Refunds.

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How do I check the status of my flight?

On the "Flight Status" page, you can check the status of your flight and know the boarding, takeoff and arrival times.

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How to make ticket changes?

For changes to your flight: contact our Call Center at: 4004 4040 or 0300 789 8160. To effect your ticket refund, click here.

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At the Airport

What are the boarding procedures?

Passengers who embark at Brazilian airports must present photo identification to the airline's official at the aircraft boarding gate. 

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How early should I get to the airport?

Check-in counter is open 4 (four) hours prior to scheduled departure time. It is recommended that the passenger arrive at a maximum of:

 

  • 1 (one) hour prior to the scheduled departure time of the aircraft in case of domestic flight
  • 2 (two) hours In advance in case of international flight

 

Passengers who check in without baggage or with only hand luggage over the Internet and in totem totes must show up directly at the gate in:

 

  • 40 minutes before departure time for domestic flights.
  • 1 hour before for international flights.

 

Important! Passengers with flights to / from the United States, even though they have checked in electronically, must show up at the service desk to pick up their boarding pass 2 hours in advance of the scheduled time of departure.

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How should I proceed in the case of a delay or flight cancellation?

To check the options offered by Avianca and the rules of service in these cases, click here.

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What is “no show”?

No show means the non-attendance of the ticket holder for boarding in time or the impossibility of boarding due to a divergence in the passenger identification. In this case, the ticket can be rescheduled obeying the rules of the contracted airfare.

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At the Destination

What care do I need to take when I reach my destination?
  1. During landing, always follow the directions of the crew.
  2. Before leaving the aircraft make sure you are carrying all your belongings.
  3. Follow the guidance of our employees regarding the direction to follow and from which conveyor belt your luggage should be taken.
  4. In some airports the distance between the aircraft and the place of luggage withdrawal is great.
  5. In the landing area, look for your flight number on the Infraero screens and wait for the arrival of your luggage.
  6. Check if the luggage is really yours, as some bags can be of the same type or very similar.
  7. If any abnormalities occur, please contact our staff before leaving the departure lounge.
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How should I proceed if my luggage is delayed?

If you can't locate your luggage at the destination, please follow the instructions proposed by the company. The claim must be made before the passenger leaves the landing area.

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What should I do if I received my luggage damaged?

If you can't locate your luggage at the destination, please  follow the instructions proposed by the company. The claim must be made before the passenger leaves the landing area.

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Customer Service

How can I get in touch with Avianca Brasil?

For questions, complaints, compliments and cancellation of contracted services, call: 0800-286-6543. Persons with hearing impaired should use a TDD device and call 0800-286-5445. Also go to our online chat or Twitter customer service .

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Where are the Avianca Brasil physical stores located and what are their opening hours?

Visit the page "Avianca Stores" and check the address, phone numbers and opening hours of all the company stores.

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Does Avianca Brasil have Online Customer Service?

We do have an online chat. This channel is available for: information; site support; seating marking; Special services (inclusion, exclusion or alteration); cancellations and refunds.

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What is the access channel used by Travel Agencies with Avianca?

Avianca Brasil has made available a portal for Travel Agencies. Log in to your account and check all available information. You can check flight availability, rates, manage your reservations, cancel your purchases, get exclusive service and check newsletters. 

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Special Assistance

Where do I find the rules for the boarding of people with special needs?

We have available on our website all the rules and facilities for boarding people with special needs, such as: the elderly, pregnant women, post-operative, people with casts, the sick and disabled people. Access!

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What assistance does Avianca offer to the visually impaired?

In order to make your flight pleasant and safe, Avianca Brasil has Braille guidelines and a team ready to assist you during your trip, from the moment of the check-in up until your arrival.

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Can I board with my guide dog?

Your guide dog is welcome in our aircrafts, as long as it meets the requirements set by the responsible bodies. Know the boarding rules!

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Avianca offers assistance to the hearing impaired?

Avianca assistance for the hearing impaired is done by a team ready to help you during the trip, from the reservation by phone 0800-286-5445 (TDD) to the landing.

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Does Avianca Brasil offer assistance to people with cognitive and developmental disabilities?

Passengers with cognitive and developmental disabilities require special care. Avianca provides a team ready to assist these passengers in boarding, disembarking and moving around at connections and airports.

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What is the boarding procedure for people who are in a post-surgery situation, casted or sick?

The Avianca Brasil service for the passenger who is cast, sick or recently operated is made by a team ready to assist you during the trip, from the presentation at check-in to the landing.

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Does Avianca Brasil offer special assistance for the elderly?

Passengers aged sixty (60) or over will receive preferential treatment appropriate to their needs. If you, or someone who will be traveling with you, needs special assistance during boarding, disembarking and connections, inform us of your need when purchasing the ticket on our website, at the store or through the Sales Center.

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What documents are needed for the boarding of pregnant women?

In order to ensure the safety of the mother and the baby, the passenger must provide the necessary documents according to the gestational age, type of pregnancy (single or multiple) and history (with or without medical complications), go to these tables to be aware of the necessary documents for boarding. 

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What are the rules for boarding minors?

There are different rules depending on the age of the minor and whether they are accompanied or not. To check all the rules in detail, go to "Boarding of minors".

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MEDIF

What is MEDIF?

MEDIF is a medical form for passengers with special needs, provided by Avianca Brasil. 

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Who needs MEDIF to go on board?

There are different rules depending on the destination and state of the passenger. To see all the rules in detail, go to the "MEDIF" page.

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How can I fill in the MEDIF?
  • Download the MEDIF form.
  • Read both the form and its instructions carefully;
  • Fill in the fields in a readable manner and without erasures;
  • Mark "X" in the Yes or No options;
  • Sign in all pages correctly.
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Companion

What are the rules for the companion boarding?

For passengers with special needs safety and comfort, the boarding with a companion is essential when the passenger. To see all the rules in detail, go to the "Escorts" page.

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How much is the fare for the companion?

By having the need for their presence proved by Avianca Brasil medical department, the companion can acquire their ticket with a discount. 

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Luggage

What can take in my hand luggage?

To check in details what is allowed, restrict and not allowed in your hand luggage, please access our bagagens (luggage) section.

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What can take in my checked baggage?

To check with details what is allowed, restrict and not allowed in the checked luggage, please access our  bagagens (luggage) section.

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How much luggage can I take in international flights?

Latin America

 

Adults/Children: One 23kg unit in economy class and two 23kg units in business class.

Infants (0 to 23 months): One 10kg* unit in economy class and two 23kg units in business class.  

 

The United States

 

Adults/Children: Two 23kg* units each in economy class and three 23kg units each in business class.

Infants (0 to 23 months): One 10kg* unit in economy class and three 23kg units in business class.  

 

Important: for all flights, the size of each unit can not exceed 158 cm. For Codeshare and Interline flights (operated by other airlines), check the luggage rules with the operating airline, regardless the travel class. 

 

*For infants (0 to 23 months), a foldable baby stroller, or a basket or a baby safety seat can be taken on board, according to room availability and since the flight safety is not affected. If it is placed in the hold, it will be included in the infant (0 to 23 months) allowance - 10 kg.

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How much luggage can I take in domestic flights?

The luggage allowance established by Avianca Brasil (06) in domestic flights is:

 

Adults – 23 kg.

Children – 23 kg.

Infants (0 to 23 months) – 10 kg*.

 

*For infants (0 to 23 months), a foldable baby stroller, or a basket or a baby safety seat can be taken on board, according to room availability and since the flight safety is not affected. If it is placed in the hold, it will be included in the infant (0 to 23 months) allowance - 10 kg.

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Does Avianca Brasil charge for the checked luggage?

Excess luggage will be charged whenever its weight exceeds the allowance. Both calculation and charge will be carried out at the airport.

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Which items are considered special luggage?

There are specific rules to apply for certain special items. Example: musical instruments and huge sports apparatus, or any item that can not be taken in the aircraft hold. Check the detailed rules for each case in the "Special Luggage" page!

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How does the Luggage Allowance in International Flights with National Connection work in Avianca Brasil?

Clients with a reservation in Avianca Brasil (06) flights arriving or boarding in international flights operated by partner airlines (Interline/Codeshare/Star Alliance) can use the allowance equivalent to that of the partner airline company responsible for the longest international route.

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Transportation of Animals

What are the rules for the transportation of animals?

The rules for Pet in the CabinFamily Pets (Dogs and Cats) in the Load Compartment and Service Animals are different. Check how to proceed in each case.

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How can travel with my pet inside the cabin?

Avianca Brasil allows only small pets - dogs and cats - being transported in the passengers cabin. We do not transport animals identified as laboratory animals, wild birds and endangered animals from Brazilian fauna. Check the rules!

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How can I travel with a large-sized animal?

Family pets (dogs and cats) can travel with Avianca Brasil. Your pet will fly in the same aircraft as you, but in the load compartment. Don't worry! The environment is safe and pressurized. Check the rules!

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How can I travel with guide and emotional support dogs?

The service animals are welcome in our flights. The transportation of these animals in the passengers cabin is tax free. Check the rules!

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What are the documents that I need to transport my pet?

Check the specific and detailed documentation for national and international flights, and the additional documentation require for some countries.

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Documentation for boarding

What is the documentation needed for national boarding?

For determination of the National Civil Aviation Agency (ANAC), by RBAC n° 108, of November 8, 2012, from May 7, 2013, all passengers boarding in Brazilian airports shall present to the airline company employee the identification document with photo, at the boarding gate. Check details!

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What is the documentation needed for international boarding?

The documentation needed for international flights varies according to the laws in force in the destination country. Check the details for the destinations in which Avianca Brasil operates!

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What is the documentation needed for underage passengers boarding?

For underage passengers boarding, check the detailed rules and the required documentation for each age group. In addition to the requirements related to companions. For international flights, children and teenagers that travel with only one of their parents need authorization from the other responsible. If they travel alone, the minors need authorization from both parents.

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Do I need to take yellow fever vaccine?

It depends on where you are traveling to. In some countries the vaccine is mandatory and in some Brazilian countryside cities it is recommended. In Colombia, for an example, it is necessary to present the Yellow Fever International Certificate for landing in the country. In Brazil we recommend the vaccine for passengers that travel to the Federal District and the following states: Minas Gerais, Espírito Santo, Bahia, Maranhão, Mato Grosso, Mato Grosso do Sul, Roraima and Tocantins. Be aware of what countries require vaccination and what is the nearest vaccination center !

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Fares

What are Avianca Brasil fares?

Avianca Brasil fares are divided into four classes: Promo, POP, Plus and Open+. See in details the benefits that each one provides!

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What is Promo fare?

Promo fare is ideal for those who want to save. The alteration tax before you travel is 85% over the value paid. The tax after you travel is 90% over the value paid. The reimbursement tax is 95% over the value paid and the accrual is 200 points in the Amigo program.

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What is POP fare?

POP fare is the combination of Economia and Amigo Points. The alteration tax before you travel is 85% over the value paid. The tax after you travel is 90% over the value paid. The reimbursement tax is 95% over the value paid and the accrual is 500 points in the Amigo program.

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What is Plus fare?

The Plus fare offers more Amigo Points and reduced alteration taxes. The alteration tax before you travel is 25% over the value paid. The tax after you travel is 30% over the value paid. The reimbursement tax is 35% over the value paid. There is a 25% discount for children and the accrual is 1,000 points in the Amigo program. 

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What is Open+?

The Open+ fare is the one that provides more freedom for making changes to your trip. There is alteration tax exemption before and after you travel, 5% reimbursement over the value paid, 50% discount for children and accrual of 1,500 points in the Amigo program.

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Optional Services

How much is for traveling with the pet in the cabin?

Values for transporting animals in the cabin:

 

  • Domestic trips - R$ 200.00 (fixed tax in reais). *
  • International trips from and to South America - $125.00 (fixed tax in dollars). *
  • International trips from and to the United States - $125.00 (fixed tax in dollars). *

 

* The charge is valid for the itinerary origin and destination. Charges for stops and connections are not applied. A tax is charged in the departure and another in the animal transportation return, if any.

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Is it necessary to pay for traveling with a guide dog?

No, the guide dog is exempt of taxes. 

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How much is for the animal to travel in the load compartment?

Values for transporting animals in the hold service: R$ 400.00 (fixed tax in reais). The charge is valid for the itinerary origin and destination. Charges for stops and connections are not applied. A tax is charged in the departure and another in the animal transportation return, if any.

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How much is the Unaccompanied Minors Assistance?
  • National Flight: R$ 159,00.
  • Flight from/to USA: U$ 120,00.
  • Flight from/to Latin America: U$ 100,00.
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What are the rules for excess luggage?

Excess luggage will be charged whenever its weight exceeds the allowance. Both calculation and charge will be carried out at the airport.

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Can I purchase the excess luggage in advance?

If you need to take in your trip extra kilos exceeding the allowance, we offer the possibility of acquiring the excess luggage in advance.

This service is exclusively available through the Sales Center, in the numbers 4004-4040 (São Paulo and main capital cities) or 0300-789-8160 (other regions) until 24 hours before your flight. The excess luggage in less than 24 hours before the flight must be acquired at Avianca stores in the airports.

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Avianca Experience

How does the Avianca onboard service works?

Our onboard service is special and is aligned with the excellence of our flight experience. We offer top quality food and drinks at no cost!  

The menus are set according to the duration of the flight, the aircraft model and the destination. The menus are continually diversified to further surprise our passengers. The beverages, in turn, are the same for all flights.

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Does Avianca Brazil offer special onboard service for people with food restrictions?

To better serve our passengers, we offer complimentary options of special meals on board. Check here the meals served and the restrictions of each of the menus.

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What is included in Avianca Brasil economy class?

Our passengers travel in ergonomic, reclining and comfortable seats. Adjustable head rest and retractable armrest are also available. In addition to cup holders and individual tables. The entertainment system features a 9" LCD screen and remote control*.

 

 *Check the availability of services offered on the aircraft.

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What is in the Avianca Brasil Business Class?

Business clients can enjoy: internal design with more privacy and comfort. Distribution in 1-2-1 configuration, with dividers. Reclining seats up to 180 degrees in the fully-flat position. All passengers with direct access to the corridor. Advanced on-demand entertainment system with a wide variety of movies, series and games. 15-inch touchscreen. Remote Control. Seat control panel. Auxiliary lighting.  Support table.  Outlets. USB connection. Compartment for holding objects. Adjustable head rest.

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Does Avianca Brazil charge for seats with seal A?

Our passengers do not pay anything more for this benefit!

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Do the Avianca Brasil aircrafts have WiFi, outlets and USB connection?

We know many of our passengers cannot or do not want to be disconnected during the flight. For this reason, Avianca Brasil offers WiFi, outlets, USB ports and headphone jacks on board. Check the availability of services according to the aircraft.

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How does the Avianca Brasil in-flight entertainment works?

For a more extensive experience, we offer an audio and video programming updated monthly and with high digital quality. This programming includes music, videos, TV shows, news, sports, documentaries and cartoons. All this in addition to our award-winning publication: Avianca em Revista.

The video entertainment system is available on individual or suspended screens. It can be used immediately on take-off and its contents are free.

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How do I advertise on Avianca Brasil?

To advertise on the various platforms available on the Avianca aircrafts, contact Media Onboard Comunicação:

 

Media Onboard

Phone.: +55 (11) 5505-0078
contato@aviancaemrevista.com.br

www.mediaonboard.com.br 

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Support and Sponsorship

What are the projects sponsored and/or supported by Avianca Brasil?

Avianca Brasil supports initiatives related to the promotion of the Arts, Culture and Sports. In addition to helping social institutions willing to do good. Check out the projects that we believe in!

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What is the sponsorship policy of Avianca Brasil?

We followed some rules for project supporting and sponsorships. Within the company's strategic definitions, the following projects are not sponsored by Avianca Brasil, regardless of the benefits involved: Religious. Political. Amateur Sports, Extreme or dangerous sports (land, air or nautical). Sports or activities involving animals (e.g.: rodeos). Theater plays containing scenes with inappropriate content (political or religious). Awards for which Avianca Brasil competes directly or indirectly.

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How can I request a partnership with Avianca Brasil?

Fill out the form and send it to patrocinios@avianca.com.br. Stick to the rules and send projects that have synergy with our brand!

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Alliances

What is the Star Alliance?

Star Alliance is the first global aviation alliance. Created in 1997, it currently has 28 member airlines, each with its own culture and style of service. The Star Alliance network serves more than 1,300 destinations, making it the world's largest aviation alliance, which translates into easier travel and faster, more convenient connections. The company is based in Frankfurt, Germany.

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Which companies are part of the Star Alliance?

There are 28 member airlines: Adria, Aegean, Air Canada, Air China, Air India, Air New Zeland, ANA, Asiana Airlines, Austrian, Avianca, Avianca Brasil, Brussels Airlines, Copa Airlines, Croatia Airlines, Egyptair, Ethiopian, Eva Air, LOT Polish Airlines, Lufthansa, Scandinavian Airlines, Shenzhen Airlines, Singapore Airlines, South African Airways, Swiss, TAP Portugal, Thai, Turkish Airlines and United.

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What is an Interline agreement?

An Interline alliance allows you to book seats on flights operated by other airlines. This means that you can combine Avianca Brasil flights with other airlines to several destinations with a single ticket. Each airline maintains its own code for its own flights, and each airline's network add to each other by offering you flight combinations to destinations all around the world.

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Which companies have an Interline agreement with Avianca?

Adria, Aegean, Aeroméxico, Air Canada, Air China, Air Europa, Air India, Air New Zeland, Alitalia, All Nipon Airlines, Asiana, Austrian, Avianca, Brussels, Copa Airlines, Croatia, Airlines, Egyptair, El Al Israel Airlines, Ethiopian Airlines, Ethiad Airways, EVA Air, LOT Polish Airlines, Lufhtansa, SAS, Shenzhen Airlines, Singapore, South African, Swiss, TAP, Thai Airways, Turkish Airlines and United.

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What is a Codeshare?

Codeshare is an alliance/cooperation agreement between airlines with the aim of offering passengers more destinations than an airline could offer by itself. In a Codeshare deal we sell some flights operated by our partners, maintaining our code and numbering. That way, we make it easier to sell for more destinations in our own sales channels and invite you to experience the board service of our partners.

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Which companies have a Codeshare agreement with Avianca?

Air Canada, Air Europa, Avianca, Ethiopian, Etihad, South African Airways, Turkish Airlines, United and AeroMexico.

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Amigo Program

Does Avianca Brasil have a loyalty program?

Yes, thinking of our frequent flyers, we created the Amigo Program – our loyalty program.

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How do I earn points in the Amigo Program?

Sign up and inform your Amigo number when booking or checking in on all your trips made with Avianca Brasil (flight codes O6) and with all Star Alliance airlines. The accumulated points are valid for category qualifying in the Amigo Program.

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How to get tickets using Amigo Points?

The issuance of economy class tickets for flights operated by Avianca Brasil (O6) can be done by the site and by the Amigo Customer Service Center. To redeem tickets using points on flights with Star Alliance member airlines or on Avianca Brasil (O6) flights from Brazil to Miami, in the business class, please contact our Customer Service Center on  the number 4004-4040 (for state capitals and Metropolitan areas) or 0300-789-8160 (for other regions).

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I traveled and did not put my points in the Amigo Program, can I request points retroactively?

If you forgot to tell us your AMIGO number when you made your trip with Avianca Brasil or our partner Star Alliance members, you can request your points after 7 days of the flight directly on our site by accessing your Amigo account.

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How to earn points and redeem tickets with Star Alliance members?

Amigo Program customers can earn points and redeem flights on Star Alliance member airlines, and these points are also valid for category qualifying in the Amigo Program. Just enter the Amigo number when you purchase your ticket or check-in. With accumulated points, it is possible to redeem tickets and get to know several places around the world. There are more than 1,300 national and international destinations.

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The official Avianca Brasil application has a free download from online stores for mobile devices that use operating systems Android and iOS.  Download now!

 

App Avianca BrasilApp Avianca Brasil - Google Play