Conditions for Colombia

All tickets and services purchased in Colombia are subject to specific conditions.


In accordance with article 1878 of the Commercial Code, passengers may withdraw from the trip before it begins, by notifying the carrier or travel agency at least twenty-four (24) hours before the flight departs. In these cases, the carrier or travel agency may withhold a sum of money, in accordance with the regulations of this item.

The carrier or travel agency, in accordance with the conditions of the fare, may retain the agreed percentage, which may not exceed 10% of the value of the fare, excluding duties, taxes and administrative fees. Any retention against the passenger will be done in favour of the carrier.

The provisions of this item will not apply when it comes to promotional fares, unless offered by the carrier, in which event it will be applied in accordance with the conditions offered.

Withdrawal in the event of sales made through non-traditional distance-selling methods

In contracts for the provision of the passenger air carriage services formalised through the sales mechanisms referred to in Decree 1499 of 2014, the right of withdrawal in favour of the ticket purchaser is agreed upon in accordance with the following:

(a) It can be exercised, through any of the seller's service channels, within forty-eight (48) hours following the purchase operation.

(b) It can only be exercised eight (8) calendar days or more before the scheduled departure date of the flight for domestic operations. In the case of international operations, the term will be fifteen (15) calendar days or more.

(c) It applies to sales made using non-traditional or distance-selling methods referred to in Decree 1499 of 2014


Online check-in

To check in online, you must enter:

- Booking reference or ticket number.

- The first surname of the passenger who wishes to check in. If it has 4 letters or fewer, the second surname must be added.



Online check-in

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Prohibited objects

Blunt, spiked or sharp objects are some of the prohibited items in the aircraft cabin. For more information please see our section on "Prohibited objects". 

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Valuables in baggage

If you are carrying valuable items in your baggage, you can register this circumstance by making a special value declaration.

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