Avianca Special Assistance

Avianca Airlines team offers a smooth and hassle-free service for passengers with special needs, catering to the inclusivity and diverse needs of the passengers. Avianca Airlines Special Assistance will help you explore the array of concerns ranging from traveling with medical conditions, disabilities, pregnancy, and service animals.

What does Avianca Airlines special assistance service cover?

Whether you require assistance due to mobility challenges, visual or hearing impairments, or medical needs, here is how you can request to ensure an inclusive travel experience.

How can I request Avianca special assistance?

Passengers can request the following service up to 24 hours before the scheduled departure. You can request online at the time of booking. Alternatively, you can also request via Avianca Airlines manage booking section on the Avianca Airlines official website.

Below is the overview of the following services that help you understand how you can request – 

How can I access Avianca medical assistance?

Avianca Airlines travel assistance offers a range of services that cater to your health needs while traveling. 

Medical assistance – These services include – 

• Prompt medical attention for COVID-19, illnesses, or accidents.
• Emergency dental care
• Coverage for prescribed medications
• Access to medical consultations via phone or video calls
• Home medical care

Travel assistance – These services include – 

• Expert medical evaluation in case of severe accidents or illnesses.
• Comfortable lodging arrangements 
• Transfer assistance for a family member 
• Accommodation provisions for a family member accompanying you 
• Repatriation services for the unfortunate event of accidental death

It’s important to be aware of a few key points availed by officials of Avianca travel assistance for Air Passengers.

What Avianca Special Assistance offers to Hearing/Visually Impaired?

If you are visually or hearing impaired, simply inform the Avianca flight booking assistance team of your needs, and we will make every effort to accommodate you. If you require assistance due to these impairments, follow the steps given below – 

How to request Avianca Assistance for Disabilities?

You have various options to let the airline know about your disability – 

• During the ticket booking process on avianca.com or via the “Manage your booking” option after purchase.
• By reaching out to our Contact Center through a phone call.
• Informing our staff at the airport counter upon your arrival.

Please Note: Passengers must request Avianca flight assistance up to 24 hours before departure. 

Avianca Airlines Special Assistance for Hearing impaired Flyers

For passengers with hearing impairments, Avianca offers a specialized line in Brazil and the United States. This line employs a unique device called a TDD (Telecommunication Device for the Deaf). 

• This device enables communication through a keyboard connected to the telephone.
• Information typed on the keyboard is transmitted via the telephone line to the recipient’s computer, ensuring clear and effective communication.

How can I travel with my wheelchair?

Here’s how you can bring your own wheelchair or request Avianca Wheelchair Assistance for your upcoming flight

Bringing your own wheelchair –

If you have a disability and need a wheelchair for your use, you can bring it along free of charge. However, if the wheelchair is not required for your personal use due to a disability, it will be considered additional baggage. In addition – 

• Request timeline – You need to approach the Avianca wheelchair assistance team at least 24 hours before your flight’s departure. For flights departing from London, kindly make this reservation at least 48 hours in advance.
• Safety information – Provide Avianca with details from the manufacturer’s instructions regarding disassembly and assembly. 
• Procedures for specific flights – For flights to or from the U.S. on single-aisle aircraft, your wheelchair will be securely stored in accordance with DOT-approved guidelines. 

Requesting a wheelchair –

When buying your ticket, navigate to the “Special Services” and access the section designated for passengers with disabilities. Alternatively, feel free to reach out to Avianca Airlines special assistance for assistance.

• Request timeline – You need to approach the Avianca wheelchair assistance team at least 24 hours before your flight’s departure. For flights departing from London, kindly make this reservation at least 48 hours in advance.
• Customized service – Provide the Avianca wheelchair assistance team with specific details about your requirements.
• Additional medical equipment – If you’re carrying medical equipment such as oxygen concentrators or portable dialysis devices, please inform the airlines. There are no limitations on the number of medical items you can bring.
• Timely arrival at the airport – To activate the Avianca wheelchair assistance service, it is recommended to arrive at the airport at least 4 hours before international flights and 3 hours before domestic flights.

What are the battery-powered wheelchairs recommendations?

Here are the comprehensive guidelines to help you prepare your wheelchair for travel – 

Securing batteries – Dry, nickel-metal hydride, or lithium batteries generally don’t require removal unless necessary for handling. Ensure the battery is securely fastened to the wheelchair. Before handing over your wheelchair, switch it off.

Informing the airport counter – When you reach the airport counter, inform the Avianca Airlines special assistance team about the type of battery in your wheelchair. Provide manufacturer’s instructions for disassembly and assembly, along with any battery handling recommendations for the cargo hold. 

Protecting electrical terminals – Check that the electrical terminals (positive and negative) are safeguarded against short circuits.

Spillable (wet) batteries – The airlines don’t transport wheelchairs with spillable (wet) batteries installed. To transport such batteries –

• Remove them from the wheelchair and pack them securely in leak-proof packaging.
• Position the battery upright and surround it with compatible absorbent material.
• Ensure packaging displays visible warnings along with corrosive and package orientation labels.

What are the conditions for the transportation of spare batteries?

Under Avianca flight assistance services, passengers can take the following battery types – 

For dry or nickel metal hydride batteries and non-spillable wet batteries –

• You can carry a maximum of two spare batteries.
• Transport them only in the aircraft cargo hold.
• Package them in solid and rigid materials, such as cardboard, plastic, wood, steel, or aluminum.

Lithium batteries – 

• You’re allowed to carry one spare lithium-ion battery on board.
• The battery must not exceed 300 Wh.
• Alternatively, carry two spare batteries, each not exceeding 160 Wh.

How to get Avianca Flight Assistance for specific locations?

Here’s a comprehensive guide on how to request and activate Avianca assistance service –

• Inform the airline of your need for special assistance at least 24 hours before your flight’s scheduled departure. 
• Inform of your need for Avianca Airlines special assistance at least 24 hours before your flight’s scheduled departure Avianca flight booking assistance team.
• For groups of 10 or more individuals with disabilities, please contact airlines 48 hours in advance. 
• Should you require companions, nurses, or paramedics to accompany you during your flight, you can make these arrangements through Avianca medical companion service. 
• You can request through Avianca’s official website, contact center, or at the airport counter.

Please Note – Please familiarize yourself with the Bill of Rights for Passengers with Disabilities issued by the U.S. Department of Transportation.

Flight Assistance guidelines for Europe –

Wheelchair service, transport of up to two mobility equipment, service dogs in the cabin, and medical equipment are provided free of charge. In addition – 

• If you require a wheelchair, it is recommended to carry on baggage with a maximum weight of 10 kilograms (20 pounds) for your convenience.
• Mobility devices are intended for personal use.

Flight Assistance guidelines for Spain –

Request the wheelchair service from the airline at least 48 hours before departure. After this time, requests are managed directly by Aena – Spanish airports and air navigation.

Flight Assistance guidelines for London –

Request the wheelchair service at least 48 hours before your flight. The airline notifies the wheelchair service provider 36 hours before your trip.

Flight Assistance guidelines for the United States –

Visit the DOT website for non-discrimination on the basis of Disability in Air Travel rules.

• If you need more assistance, ask our staff to contact a Complaint Resolution Official (CRO). CROs are trained in DOT disability regulations and will address your queries.
• Reach out to the Air Consumer Protection Division at 202-366-2220 (voice) or 202-366-0511 (TTY).
• Send a request by mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave, SE, West Building, Room W96-432, Washington, DC 20590.
• Within the U.S., call DOT’s toll-free Air Travelers with Disabilities Hotline at 1-800-778-4838 (voice) or 1-800-455-9880 (TTY).

Is there any medical guide for passenger support?

Here is the Medical Guide for Passenger Transport Authorisation, issued by the Aeronautica Civil (Spanish Civil Aviation Authority). It covers a range of special medical conditions, including plastic surgery, ophthalmology, cardiovascular concerns, and more.

Are there any special requirements for traveling to/from Brazil?

Under the following circumstances MEDIF is necessary –

• Travelers who have recently undergone surgery.
• Passengers with disabilities or illnesses that could potentially impact their safety, as well as that of fellow passengers and the crew.
• Individuals who require specialized equipment and medical care during the flight.

Please Note – Completing the MEDIF ensures that we can provide appropriate assistance and accommodations to meet your unique needs.

What should a travel medical certificate include to be valid?

Take a keynote of the following consideration when passengers carry medical devices or assistive devices –

• Diagnosis clarity – The medical certificate should clearly state your diagnosis. This provides airline staff with a precise understanding of your condition and how to best assist you during your flight.
• Treatment details – Specify the type of treatment you are undergoing. This information aids the Avianca flight assistance team in ensuring that you have access to any necessary medical care during your journey.
• Date and Time of Issuance – The certificate must display the date and time it was issued.
• Patient’s complete name and valid Identification – Your full name should be prominently mentioned and easily readable. Additionally, your identification number helps link the certificate to your personal records accurately.
• Flight information – Include the flight number and destination of your upcoming journey. This enables airline staff to anticipate and accommodate your needs accordingly.
• Special equipment requirements – If you require specific medical equipment such as a portable oxygen tank or dialysis equipment, make sure to indicate it in the certificate. This allows the airline to make appropriate arrangements for your comfort and safety.
• Medical travel companion or special assistance – If you need a medical travel companion or any other Avianca Airlines special assistance, mention it in the certificate. This ensures that the airline is well-prepared to provide you with the support you need.
• Physician’s signature – A medical certificate is only considered valid when it bears the signature of a qualified physician. This signature adds credibility and authenticity to the document.

What medical equipment you can carry on Avianca flights?

To ensure comfort and a smooth travel experience for its passengers, Avianca Airlines allows to carry medical equipment for flyers having medical conditions. There are certain guidelines that you need to follow if you want to carry medical equipment onboard.

Below are the guidelines and certificate requirements you need to follow.

Can I carry Portable Oxygen Cylinder onboard?

If you require the use of a POC for medical reasons during your flight, here’s a comprehensive breakdown of steps and recommendations –

• Prior to booking – If you plan to carry and use your POC during the flight, get in touch with our Avianca assistance contact center.
• Connecting flights – it is mandatory to notify airlines about your POC usage if you have connecting flights with other airlines. 
• At the airport – Present a valid certificate at the Avianca check-in counter at the airport. The health certificate must be valid up to 10 days from the date of issuance. 
• Baggage considerations – As per Avianca Airlines baggage policy, carrying POC during the flight won’t count towards your carry-on baggage allowance. 
• Managing POC batteries – Your POC’s battery must be pre-charged before boarding. It’s recommended to have a battery charge of 150% of the expected flight duration, especially if you have connecting flights.
• Charging – You can use your POC and CPAP devices during the flight as long as the combined battery capacity, including backup batteries, covers 150% of the flight duration.

Battery quantity limits –

If you’re carrying the batteries, as mentioned in this table, you must make a note of the following quantity restrictions –

Device models that can be used onboard –

FAA-approved models for onboard usage include brands such as –

• Invacare Solo 2
• Respironics EverGo
• SeQual SAROS
• AirSep Focus

To know more about using POC on Avianca flights, check out the Avianca POC recommendations.

Medical certificate requirements for POC –

• Your medical certificate should confirm that either you or your travel companion possess the necessary physical and cognitive capabilities to comprehend and respond to the visual and auditory cues of the oxygen tank.
• Clearly state the requirement for oxygen use during some or all parts of the flight. 
• The certificate must bear the official seal and registration details of the issuing physician.
• The medical certificate should have been issued within 10 days of your scheduled flight.
• The medical certificate remains valid for a span of 1 month from the date of issuance.

Can I travel with Portable Dialysis Machine?

Here is clear and concise information on how to fly with your portable dialysis equipment – 

Obtain a medical certificate –

Before your flight, it’s important to obtain a medical certificate. It includes the essentials details like – 

• Full name
• Age
• Identification number
• Date, route, and booking code
• Description of your medical diagnosis. (This certificate serves as documentation of your medical condition and your need to travel with the dialysis equipment.
• If your prescribed oxygen needs change, you are responsible for renewing the certificate accordingly.

Check medical device specifications –

Ensure your portable dialysis machine meets the airline’s specifications for size and weight. The following dimensions are commonly accepted –

Consider additional requirements –

If you’re carrying a portable dialysis machine stand, be aware that it generally weighs around 9 kg (20 lb) and measures 158 linear centimeters (62 in).

You also need to factor in the weight of the solution. A 2-day treatment may involve carrying up to 8 bags, with each bag weighing approximately 2.5 kg (5.5 lb). The total weight of the solution bags could reach around 20 kg (44 lb).

• In-flight usage restrictions – While you can travel with your portable dialysis machine, it’s important to note that its use during the flight might be restricted.
• Checked baggage requirements – Your machine stand and peritoneal dialysis solution should be checked as baggage rather than carried with you in the cabin.

Medical certificate requirements for Potable Dialysis Machine –

• When traveling with a portable dialysis device, you need the medical certificate which clearly states that you need the device onboard.
• The dialysis device certificate is required which must include the issuing physician’s seal and registration.
• Must have been issued within 10 days of your scheduled flight.

What to do in case of travel day medical condition?

If you are having a medical condition on the day of travel, here are the steps to take on the day of your flight –

• Arrive at the airport with ample time – 4 hours before international flights and 3 hours before domestic flights.
• Visit the airport counter equipped with all necessary documentation.
• Pack your required medications in your carry-on baggage, along with the corresponding medical prescription.

What Avianca flight assistance would be offered to expectant mothers?

Here is what Avianca Flight assistance offers in case of a pregnant passenger.

Pregnancy less than 30 weeks –

• Obtain a travel authorization certificate from your doctor, particularly if you have a high-risk pregnancy.
• If you’re traveling to or from Peru, presenting this certificate by the 28th week of pregnancy is required.

Pregnancy after 30 weeks – 

• If you require special attention before your flight, reach out to the Avianca call center 24 hours USA at 18000-953-434.
• Present a medical certificate at the airport counter for each flight. Certificates must be dated within 10 days of travel.
• Flying will not be permitted after 36 weeks of pregnancy. If you have a flight schedule coming, you can request flight cancellation for free according to the Avianca flight cancellation policy. 

Please note – Consult your doctor to determine whether air travel is a safe and convenient option for you during your pregnancy.

What is the Avianca flight Assistance for Elderly Passengers?

Avianca Airline Assistance for Elderly flyers offers priority boarding to our elderly passengers, granting them extra time to board the aircraft and settle in.

• Assisting mobility – Avianca Airlines assistance to elderly passengers personalized assistance to elderly passengers with mobility challenges. From check-in and security procedures to boarding and disembarking, the airline’s staff offers prompt service.
• Special meal – The Avianca flight booking assistance team can accommodate special meal requests to address dietary restrictions.
• In-flight comfort – Avianca offers amenities such as blankets, pillows, and assistance with the in-flight entertainment system.

Are Service Dogs allowed on Avianca flights?

Yes. As per Avianca pet travel policy, passengers with disabilities are allowed to carry service dogs on board.

How to book an allowance for Service Dogs?

To ensure a hassle-free experience, inform Avianca booking assistance team about your service dog at least 48 hours before your flight. You can do this via avianca.com or by calling the contact center.

At the airport – For international flights, arrive 3 hours before departure; for domestic flights, arrive at least 2 hours before departure.

Additional restrictions on allowance for Service Dogs –

• You’re permitted to travel with up to 2 service dogs.
• Dogs must not exceed the size of a small child in a position to fly on your lap.
• Avianca has no breed restrictions for service dogs.
• The airline accepts service dogs of all sizes, provided they don’t obstruct evacuation.

Aggressive dogs – If your service dog has potentially aggressive behavior, carry a muzzle. In addition – 

• Aggressive pets or those that may disturb fellow passengers won’t be allowed in the cabin. 
• Service dogs must exhibit appropriate behavior in public spaces.
• Service dogs should not occupy other passengers’ seats.
• Inappropriate behavior by the service dog might lead to boarding denial.

If a dog cannot be accommodated onboard safely –

• It can fly in the hold for free.
• The additional seat service can be purchased for more floor space.
• Passengers can request flight change by following the guidelines given in the Avianca flight change policy to get rescheduled to another flight.

Avianca Airlines goes the extra mile to ensure that every passenger’s journey is smooth, comfortable, and accommodating. Whether you require mobility aids, have specific medical needs, or are traveling with a service animal, Avianca assistance services are designed to cater to your requirements.

Frequently Asked Questions – FAQs