Airline passenger rights in the Republic of Colombia

Here you can find a summary of your rights as a passenger in accordance with the incident you experienced on your trip.

We inform you that the rights set forth are subject to the regulations that may be issued by the government in the current situation. In accordance with the provisions of article 17 of Decree 482, issued by the Colombian Ministry of Transport on 26 March 2020, throughout the duration of the emergency and, up to one additional year, in cases where a refund is due, the airline is authorised to make these refunds through services provided by the same airline + info.

 

Passenger rights in the Republic of Colombia are regulated by the Colombian Aviation Regulations (RAC3), issued by the Special Administrative Unit of Civil Aviation in June 2015.

 

Scope of application

In Colombia, the provisions of the applicable regulations shall be observed, especially the provisions of Law 701 of 2001 and the Aeronautical Regulations of Colombia (RAC) in its third part. Colombian Aviation Regulations govern passenger rights in cases of denied boarding, delays, flight cancellation, early departure and interruption, change of class and incidents in transit and connections. The provisions on the rights and duties of airlines and users must be published constantly on the carrier's website.

1. Denied boarding

In the event of denied boarding, the passenger has the following rights:

  • The carrier must carry the passenger to their final destination on the next available flight of the airline. If no flight is available, the carrier must make the necessary arrangements to board the passenger on another airline as soon as possible.
  • The airline must compensate the passenger with an additional amount equal to at least 30% of the flight value, unless the passenger accepts another payment method, such as vouchers for the purchase of airline tickets, miles awards, etc. The additional compensation will not be applied if the passenger voluntarily agrees not to travel on the scheduled flight.

2. Delays in departures

The rights that can be invoked in the event of late departures are:

  • When the start of the trip is delayed due to force majeure or weather reasons, which affect its safety, the carrier will be released from its responsibility to refund the ticket price, and the passenger will not suffer any penalty.
  • When the delay is longer than one hour and less than three, the passenger will be offered a snack and a telephone call not exceeding three minutes, or the passenger will be transported to the destination by the most efficient means available, or to the origin in the event of connections, as per their request. However, when the cause of the delay has passed and the flight can depart within a short period of time, the carrier may refrain from providing this compensation if it would cause further delay.
  • When the delay is more than three hours and less than five, in addition to the above, the passenger must be provided with food (breakfast, lunch or dinner, depending on the time).
  • When the delay is more than five hours, in addition to the above, the airline must compensate the passenger with an additional amount equal to at least 30% of the flight value, unless the passenger accepts another payment method, such as vouchers for the purchase of airline tickets, airline miles, etc.

However, when this delay goes past 10: 00 pm (local time), the airline must also provide accommodation (if not at the passenger's place of residence) and transport costs between the airport and the place of accommodation and vice versa, unless the passenger voluntarily accepts to wait when it is foreseeable that the flight will take place within a reasonable period of time.

3. Flight cancellation

The following rights are applicable in the event of cancellation:

  • When the trip cannot begin under the stipulated conditions due to force majeure or weather reasons, which affect its safety, the carrier will be released from its responsibility to refund the ticket price, and the passenger will not suffer any penalty.
  • In cases where the airline decides to cancel the flight without the aforementioned causes, the passenger will have their accommodation expenses covered (if not in their place of residence), as well as the transfer costs between the airport and the place of the accommodation and vice versa.
  • If there is a delay before the flight is cancelled, the passenger will receive the compensation as provided for in cases of delay.
  • In the event the cancellation is not due to force majeure or weather reasons, which affect its safety, in addition to the refund of the price paid for the route corresponding to the cancelled flight, the passenger will be paid an additional compensation equivalent to at least 30% of the value of the route, unless the passenger accepts another form of payment, such as vouchers for the purchase of airline tickets, airline miles, etc.
  • If, due to the cancellation, the passenger is transferred to another flight operated by the same airline or a different airline, they will be compensated as appropriate for the waiting time until another flight departs. If said flight leaves before the six-hour period, starting from the scheduled time of the original flight, there will be no additional compensation.

4. Early departure

When the airline moves the flight departure up by more than one hour without notifying the passenger, or when it is impossible for the passenger to travel on the new schedule despite been notified, the passenger must be carried by the same airline to the final destination on the next flight of their choice on the same route. If no flight is available, the carrier must make the necessary arrangements to board the passenger on another airline as soon as possible. In these cases, the passenger pays

no surcharge if the new ticket corresponds to a higher fare; if the passenger does not accept any of these alternatives, they may demand a refund of the price paid for the flight or flights without any penalty.

5. Interruption of carriage

If, once the trip has begun, it is interrupted due to force majeure or for weather reasons, which affect its safety, the carrier will be obliged to transport the passengers and luggage, using the quickest possible means, to their destination, unless passengers opt for a refund of the price proportional to the route not travelled.

The carrier will also cover reasonable food and accommodation costs arising from any interruption. If the passenger does not choose a refund, they must be compensated under the same terms as a delay, until the trip is resumed.

6. Class changes

The passenger will be reimbursed for the excess paid if they travel in a category or class lower than the one purchased.

7. Transfers and connections

The provisions of this information sheet will apply to passengers in transit or connecting, on the same airline or another airline under a code sharing agreement (on the same ticket), when they cannot continue their journey.

If you find yourself in one of the cases detailed in this brochure, you should immediately ask the airline representative responsible for your flight to handle your situation.

INFORMATION ON ONLINE CHECK-IN

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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DANGEROUS AND PROHIBITED OBJECTS

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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VALUE DECLARATION

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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