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Frequently Asked Questions​

AVIANCA CORPORATE “Corporate Travel Program”, hereinafter the “Program”, is the loyalty program for corporate clients of member airlines of the AVIANCA HOLDINGS Group, collectively known as “the Airlines”, each individually acting jointly but not severally, through which the Airlines seek to reward the loyalty of corporate clients and their affiliates, offering benefits in exchange for the purchase and use of passenger air transportation services, under the terms and conditions and frequently asked questions set forth in the Program’s rules.

 

Content

 

1.   Upfront Discounts

2.    Corporate Upgrades

3.    Corporate Waivers

4.    Corporate Elite LifeMiles Cards

5.    What other benefits do companies affiliated to the corporate program obtain?

6.    Other Services

 

1. Upfront Discounts


1.1  What are upfront discounts?


Percentage discounts with the purchase of tickets over the published base fare (excluding airport fees, administrative charges, fuel surcharge and other taxes according to the country of purchase). ​

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1.2  When do they apply?

 

a.     The only apply on routes operated by: Aerovías del Continente Americano S.A. Avianca, Trans American Airlines S.A., Taca International, y Avianca Costa Rica S.A., Isleña de Inversiones, S.A., Aerotaxis La Costeña and Aviateca S.A. and Servicios Aéreos Nacionales Sansa.

 

b.     These discounts apply only for fares published by the Transporters.

 

c.      Application of Up Front discounts is valid for any Institutional Purchase (purchase of tickets by the corporate client charged to the entity’s budget).

 

d.     The Corporate Client must inform its assigned Sales Executive in writing, which point of sale or travel agency is authorized to issue the tickets with corporate discount. The Corporate Client is responsible for keeping the authorized agency’s information updated.  If the Corporate Client purchases discount tickets through an unauthorized agency, debit notes will be issued to the agency by the Airlines for applying an unauthorized discount.

 

e.     Discounts do not apply to private fares, or commercial fares in U, T, S, W, Z, G and A classes identified with the respective fare basis (field in the ticket identifying the commercial fare). They also do not apply to group fares, or are combinable with other promotions.

 

f.       The authorized Up Front discounts may only be applied at the travel agencies and/or points of sale previously authorized and registered by the Corporate Client in the Agreement.

 

g.     The Corporate Client is responsible for making sure that the authorized sales channel (travel agency or Airline’s direct point of sale) always uses the account code when quoting any fare, guaranteeing the correct coding and that the discounts correspond to the Agreement for auditing purposes and to avoid debit notes to the travel agencies or points of sale.

 

h.      If the Account Code used by the client is assigned to another corporate client, it may not be assigned to a new Corporate Client.

 

i.       Discounts can be applied to routes operated by a transporter other than the Airlines under codeshare (as long as the codeshare agreement permits it) and will be subject to the negotiation conditions agreed by the airlines under said codeshare agreement.

 

j.       Discounts are not valid over child fares or for personal travel of employees of the Corporate Client, except on those authorized by it. The Airlines may apply the discount on child fares in the case of an Institutional Purchase (except in purchases made on the corporate website, where child fare discounts apply only according to the conditions of the purchased fare).

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k.      When a published fare is authorized for a discount, as in the case of senior citizen, infant, child, marine, group, etc., discounts (except for purchases on the corporate website where the child and infant discount apply and the group or marine fare quotes do not apply) only one discount must be applied, either the Agreement discounts or the one offered with the published fare.  In no event are discounts combinable.

 

l.       Discounts are not valid for purchase of Avianca Tours packages.

 

m.   Approval or modification of the Program’s parameters shall be subject to evaluation and approval by the Airlines.

 

1.3.          How are registrations and authorizations performed to apply Upfront discounts?

 

a.     The Corporate Client must provide the following information regarding the sales channels for tickets: GDS*, IATA and Pseudo authorized for the Agreement in order to apply the discounts.

 

b.     The Program assigns an account code for the distribution system (GDS), depending on the purchase channel servicing the Corporate Client.  If the Corporate Client has an account code assigned for purchases made with another airline and it wishes to use the same code for purchases with the Airlines, it is the Corporate Client’s responsibility to inform the Transporters through the sales executive so that the Revenue area loads the requested account code into the reservation system.

 

*Global Distribution System (GDS): System on which the airlines load fares for booking and sales of tickets.

c.      The account code is a specific code assigned to a Corporate Client by the Airlines, identifying the authorized discounts on specific routes operated by the Airlines and automatically loads the Corporate Client’s Corporate Code (CC) in the Tour Code field when the purchase channels makes quotes and later issues tickets using the means provided by the Airlines for that purpose.

 

Once the Account Code is assigned, the Sales Executive assigned by the Airlines will inform the Corporate Client and the travel agency designated by the client.  The travel agency or point of sale is responsible for performing tests of the assigned account codes to ensure the coding is correct and authorized discounts may be applied for the Corporate Client. If the agency has problems quoting, it must contact the corresponding sales executive to correct any inconsistency.

 

2. Corporate Upgrades


2.1. What are Corporate Upgrades and what conditions apply for their redemption?​


There are certificates of upgrade from economy to business cabin on international routes, subject to availability of space in class I. These are obtained by Corporate Customers affiliated to the Program, according to the level or rank that applies per country, through upfront, miles or back end negotiation.

The discount for redeeming these types of segments is one upgrade per passenger and per segment.

Redemption applies for tickets issued in commercial classes, except for T and U classes, on routes covered by the Airlines on domestic, international and transatlantic flights, subject to availability. Also, they cannot be used on agreement fares for additional flights (charters), Avianca Tours plans, group reservations (G Class) or segments flown with other airlines.

Commercial classes may be modified without prior notice.

The requested must be processed at least 2 hours prior to departure of the flight on domestic routes and 4 hours before for international flights. 

For the upgrade request to enter the waiting list** we recommend that the client e-mails the request to corporate@avianca.com at least 72 hours prior to departure of the flight. 

**Note: The following levels of Clients in the corporate program are entitled to the waiting list:

- Diamond and Gold

Upgrades can be granted for Back End tickets.

When the Upgrade is authorized, the web check-in service will not be enabled and the process must be performed at the airport.

Upgrades assigned to the Corporate Client may be redeemed using the following options: By e-mail request writing at corporate@avianca.com, on the corporate website www.aviancacorporate.com or at the Call Center.

Redemptions can be applied to all travelers included in the booking or for a specific traveler.

Upgrades can be redeemed on several trips on international routes in the same request or transaction (One Way and Return).​

The maximum number of passengers to grant Upgrades is eight per booking.  However, other restrictions may apply, such as availability in “I” class.

Upgrades may be redeemed on reservations with an authorized corporate waiver.

 

2.2. What channels can be used to redeem corporate upgrades?

a.         E-mail request at corporate@avianca.com

The Corporate Client (program administrator or officials authorized by the company) must e-mail the request, from an e-mail with the company’s domain, to corporate@avianca.com and copying the program administrator.

Applies for redemption of courtesy upgrades or Corporate Miles upgrades.

The e-mail must include the following information: basic company information; agreement number, company name, name of the authorized official, position of the authorized official, travel information (indicating: reservation code, name of the traveler, route, dates, outbound and inbound YY-MM-DD and type of request considering the following: for an Upgrade request indicate if it is a courtesy or miles upgrade.

b.         E-mail request at corporate@avianca.com

Upgrade redemption on the website requires entering the Corporate Code (CC) and the password assigned by the Program Administrator or the website.

Upgrade requests with operational stopovers will be debited per segment; we therefore suggest making these requests through the Call Center.

If the client wants to redeem over an additional segment, he(she must search for the booking again and select the corresponding segment.

Authorization on the website is not authorized in the following cases. However, when contacting the call center the following redemptions are possible:

ü  Ticket issued with Back End or Miles corporate benefit.

ü  Bookings with Infants (younger than 2 years).

 c.         Requests made through the Corporate Call Center.

 

2.3. Why would an Upgrade not be redeemable through the website?

The most common reasons why an Upgrade is not redeemable are:

-        Insufficient Upgrade balance on the corporate account.

-        No availability in “I” class (Business Class Cabin).

-        Ticket was not coded with the corporate code (CC and agreement number) in the Tour Code field.

-        Request for segments with promotional fares or segments operated by airlines other than Avianca Holdings.

-        Tickets not issued for passengers in the reservation.

-        Passengers in the reservation exceed the number of available Upgrades.

-        System intermittence and/or of the corporate website.

 

3. Corporate Waivers


3.1. What are corporate waivers and how are they redeemed?


They are certificates that may be redeemed by Corporate Clients to waive payment of penalty or fare conditions, and applicable to the following:

Corporate waivers are authorized and discounted per traveler.

 

The request must be processed at least 4 hours prior to departure of the flight on domestic routes and 6 hours before for international flights.   

 

The redemption applies for tickets issued in commercial classes on routes directly operated by the Airlines.

 

Penalty waivers can only be used when the fare does not have any charges for changes, subject to its conditions.

 

Waivers can be applied on corporate benefit tickets issued with Back End or Corporate miles. The request must be made by e-mail at corporate@avianca.com

 

Corporate waivers do not waive payment of fare differences, no-shows or refunds.  

 

Waivers are not refundable.

 

Waivers can only be used with fares published by the Airlines, individual bookings and when issuing a ticket with the plates of one of the Airlines. Does not apply for wholesale, private, group fares, AV Tours or tickets with a code other than the corporate purchase identified with the Corporate Code (CC) in the Tour Code field.

 

In the Program’s structure, name changes with issued tickets are by default exempt from charges.  Therefore, a Corporate Client may use waivers for any type of change except name changes.   

 

The name change may be requested by the corporate client, the Sales Executive or the travel agency servicing the company. The name change request document must be signed by a corporate contact or legal representative.

 

3.2. What types of waivers can be redeemed?

 

o   Penalty waivers:

  • Date, route, flight (time) changes on a ticket: 
  • Penalty for permitted stopover on the route: When there is a charge for stopovers, this Waiver applies to one (1) stop.

o   Fare condition waivers:

  • Minimum stay: Waives the minimum stay fare restriction of the passenger at a destination.  
  • Maximum stay: Waives the maximum stay fare restriction of the passenger at a destination.  Allows extending up to 10 additional days in addition to those allowed by the fare restriction.  
  • Time limit to issue the ticket:  Extends the time limit to pay for the ticket.  The date may be extended for up to seven (7) additional days but never until the date of departure of the flight. 
  • Advance purchase: Waives the fare restriction for advance purchase required for a passenger to obtain a fare. Does not have a parameter of days to be granted.

 

3.3. What channels can be used to redeem waivers?

Waivers assigned to the Corporate Client may be redeemed using the following options:

 

a.         E-mail request at corporate@avianca.com

 

The Corporate Client (program administrator or officials authorized by the company) must e-mail the waiver request, from an e-mail with the company’s domain, to corporate@avianca.com and copying the program administrator.

 

The e-mail must include the following information: agreement number, company name, name of the authorized official, position of the authorized official, travel information (indicating the following information: reservation code, name of the traveler, route, dates, outbound and inbound, YY-MM-DD and type of request for a fare condition or penalty. 

 

b. Requests made through the Corporate Call Center.

Waivers are requested through the Call Center, entering the PIN assigned by a responsible person or the Program Administrator.


4. Corporate Elite LifeMiles Cards


4.1. What are they and what are these conditions?

 

Corporate LifeMiles cards may be requested under the following conditions:

 

Local and Interregional Agreements:

 

a.     Membership: Under an agreement, the Corporate Client may define the beneficiaries of Elite Cards.

 

b.     Agreement Renewal: Taking into account the expiration dates for agreements (March 31 or September 31*), at the latest one month after the agreement expires, the customer may make a request to keep the benefit of guests for this period or add new beneficiaries. If the beneficiary has not confirmed if he or she continues with the invitation, the cards will be downgraded to LifeMiles or basic level, until permanence in the Elite invitation level is maintained.

 

c.      During the term of the agreement: The request may be processed during the first five days of each month. 

 

IMPORTANT: This process must be made with the accompaniment of the Sales Executive.

 

* For Interregional agreements the expiration date will be defined in the affiliation agreement.

 

-        It is required that the Corporate Client has availability of the LifeMiles Silver, Gold and/or Diamond cards in its basic offer to request the redemption process. These cards are identified as “Corporate Elite Cards”.

 

-        When requesting Corporate LifeMiles elite cards, the beneficiaries must be registered or register with the LifeMiles program. This procedure is not performed by the Airlines since the registration is personal. They must comply with the rules and applicable policies and conditions of the LifeMiles program valid when using the card. When changing level, the account status will keep the same number of miles.

 

-        They may only request the number and type of LifeMiles Elite cards pursuant to the parameters established by the Corporate Client’s membership level with the AVIANCA CORPORATE program, city or country of registration of the Corporate Client.

 

-        Beneficiaries of LifeMiles Elite cards must be first or second level administrative officers within the Corporate Client’s structure and they must be LifeMiles clients in a category other than LifeMiles Elite.

 

-        The validity of LifeMiles Elite cards provided as a benefit of the Program to Corporate Clients is subject to the validity of the corporate agreement.

 

-        Courtesies granted by the Airlines under the Corporate Client Program to obtain upgrade of a LifeMiles card of lower level to a LifeMiles Elite card must be requested by the Corporate Client within the validity of the Affiliation Agreement signed by the Corporate Client. Courtesy upgrades to obtain LifeMiles Elite cards that are not requested within that term will not be earned for the following renewal of the Agreement, if applicable.

 

-        The Airlines’ Sales Executives must verify with the Corporate Client which cards it wishes to renew and they must correspond to the cards of officers who remain employed with the Corporate Client.

 

-        If a LifeMiles card was granted as a benefit to the Corporate Client and the employee to whom the card was given no longer works with the company, the quota may be released under the following conditions:

 

§  The Corporate Client must submit a letter on company letterhead to the Sales Executive, expressly informing that said person no longer works with the Corporate Client.

 

§  The letter must be signed by the President, General Manager or Legal Representative or purchase decision maker registered on the Program’s database.

 

§  Quota releases must be performed as long as the card being replaced is valid for at least three (3) months.

 

§  If the card being replaced is valid for or less than three (3) months, the Corporate Client must wait for other currently assigned quotas to be released and requested again when quotas are released.

 

§  If the beneficiary of a LifeMiles card meets the minimum mileage or segments required to reach Elite level without requesting the courtesy upgrade granted by the Airlines, but rather due to miles earned for purchases made directly by the natural LifeMiles member, the courtesy upgrade obtained by the Corporate Client corresponding to that LifeMiles card will not be granted during the term of the Agreement, but will be granted to the Corporate Client during the year following renewal of the Agreement, if it applies according to reclassification within the parameters established by the Program for corporate travel.

 

The beneficiary may download the LifeMiles application on his or her mobile phone, which will serve the same purpose as the physical card. The application may be downloaded from the official Apple and Android stores: App Store and Play Store


5. What other benefits do companies affiliated to the corporate program obtain?​


In addition to the discounts or corporate miles and courtesies (upgrades, waivers and LifeMiles cards) our program has other benefits such as the privilege network (partnerships with third parties through which corporate clients may enjoy special benefits), name transfer on commercial tickets, back end tickets and corporate miles tickets.

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6. Other Services​


6.1 What is the status of my ticket?


Information about the ticket is requested through the call center, the security questions are asked and the call center advisor proceeds to inform about the status of the ticket and fare conditions, if requested by the client.

6.2  What is the free allowed baggage?

This is a request to find out the baggage allowance according to the route and level of the frequent flyer. Also when there are segments with other airlines included in the ticket. The information is published on avianca.com.

6.3  What is the status of my flight?

This is a request to validate the status of flights, to confirm if they are operating normally or if there is an operational change.​