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Learn about the service lines and sales offices that we have around the world
- Contact center: +57 601 307 3940
Calls from Bogota or cell phones in Colombia - Rest of the country: +57 01 800 018 9810
National toll-free lines from landline numbers - Travel agencies line: 01 800 0183 098
Canada
- Contact center: +1 800 722 8222
United States
- Contact center: +1 866 919 0081
- TDD (Telephone Device for the Deaf) Services for individuals with hearing and speech impairments: +1 844 413 7044
- Calls made from within the United States can be made by phone using the toll-free hotline for air travelers with disabilities at +1 800 778 4838 (voice) or +1 800 455 9880 (TTY)
- Air Consumer Protection Division at +1 202 366 2220 (voice) or +1 202 366 0511 (TTY)
- Mail to Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave., SE., West Building, Room W96-432, Washington, DC 20590, and on the website of the Air Consumer Protection Office www.transportation.gov/airconsumer.
Mexico
- Contact center: +52 800 953 2753
Costa Rica
- Contact center: +506 4002 3320
Local line
El Salvador
- Contact center: +503 2113 0483
Guatemala
- Contact center: +502 2314 0941
Honduras
- Contact center: +504 2262 0036
Nicaragua
- Contact center: +505 7517 5270
Panama
- Contact center: +507 833 7665
- Rest of the country: +507 800 203 5648
National toll-free line from landlines
Puerto Rico
- Contact center: +1 866 919 0081
Republica Dominicana
- Contact center: +1 800 148 5618
Argentina
- Contact center: +54 0800 345 0897
Aruba
- Contact center: +297 588 0059
Brazil
- Contact center: +55 0800 727 8957
- Complaints and suggestions: +55 0800 724 8753
- TDD service in Brazil: +55 0800 724 8754
Bolivia
- Contact center: +591 5072 1033
Curacao
- Contact center: +5999 846 0046
Chile
- Contact center: +56 800 004 145
Ecuador
- Contact center: +593 2342 2641
Paraguay
- Contact center:
+595 009 800 110 555
+595 21 728 9174
+595 21 728 9562
+595 21 728 9591
+595 21 728 9632
+595 21 728 9648
National toll-free lines from landline numbers
Peru
- Contact center y Baggage
+51 1 701 3435
Calls from landlines and mobile phones
+51 0 800 80459
+51 0 800 80460
National toll-free lines from landline numbers
Uruguay
- Contact center: +598 000 405 4036
Venezuela
- Contact center: +58 261 770 0048
Spain
Contact center: +34 800 000 010
Free national line
Contact center: +34 912 159 076
Madrid local line
Contact center: +34 930 038 052
Barcelona local line
United Kingdom
Contact center: +44 800 026 0402
France
Contact center: +33 157 959 469
Germany
Contact center: +49 800 627 1070
AESA's new alternative dispute resolution procedure
As of 2 June 2023, the Agencia Estatal de Seguridad Aerea of Spain (AESA) has been recognised as an Alternative Dispute Resolution entity in the air transport sector providing air transport users with an alternative option to resolve their disputes on the application of Regulations (EC) No 261/2004 of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/9; and (EC) No 1107/2006 of the European Parliament and of the Council of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.
The scope of application of this new dispute resolution system is set out in Art.2 of Order TMA/201/2022, of 14 March.
If you experience an incident covered by this Order, prior to the initiation of the alternative dispute resolution procedure, you must file a prior complaint, for which you can request a "prior complaint form" from the customer service departments and services, including our company's sales and customer service counters at airports, or you can fill in the prior complaint form on our website.
If the resolution of the complaint offered by the airline is not entirely satisfactory to the passenger or after the expiry of a period of one month from the date of the presentation of the complaint, the passenger may then appeal to the Agencia Estatal de Seguridad Aérea (AESA) for alternative dispute resolution for the protection of air transport users (Reg. (EC) 261/2004 and Reg. (EC) 1107/2006) with the express exclusion from this procedure of claims relating to baggage, damages and clauses in the contract of carriage
It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation. The decision taken by AESA in alternative dispute resolution is binding on the airline.
This resolution applies only to flights originating in Spain.
Please note: The following information will help us ensure that your inquiry or request is handled promptly and by the appropriate team. For confirmation/changes to your itinerary, managing your reservation, or inquiries related to future travels, please access Manage your booking or call to our Contact center. To file a complaint, you can complete the form or download the format and send it to the email servicioavianca@avianca.com.
Any questions? Get answers from our Help Center.