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Program Terms and Conditions


 

Terms and Conditions for AVIANCA CORPORATE

“Corporate Travel Program”

 

AVIANCA CORPORATE “Corporate Travel Program”, hereinafter the Program, is the loyalty program for corporate clients of member airlines of the AVIANCA HOLDINGS Group, which include to date, and is not limited to: TACA International Airlines S.A., Aviateca, S.A., Avianca Costa Rica S.A., Trans American Airlines, S.A., Isleña de Inversiones, S.A. de C.V and Servicios Aéreos Nacionales, jointly 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, providing benefits in exchange for the purchase and use of passenger air transportation services, under the terms and conditions set forth herein.

Glossary of words in the Program:

Website administrator: The person responsible for creating, administrating and changing the password that will give the Corporate Client access to the website: www.programapreferencia.com. The web administrator will be responsible for requesting the PIN to use with the call center, as a purchase channel for products and to redeem benefits earned within the Program.

Flown Ticket: The ticket purchased from the Transporters as an Institutional Purchase and effectively used by the Eligible Passenger.

Corporate Client: A Corporate Client is any entity, civil or commercial, state entity, industrial and commercial State company, mixed-economy company, non-governmental organization, not for profit entity, guild, association, educational entity, religious community, cooperative, family compensation fund, employee fund, among others, as long as it has a valid legal status and makes institutional ticket purchases from one or several Transporters.

For the purposes of the Program, travel and tourism agencies, tourism operators, consortia and temporary unions, professional congress and convention operators (OPCs), wholesale travel agencies and tourism representation offices may not be Corporate clients, regardless of whether they have an agency or commercial intermediation agreement with the Transporters or not.

For the purposes of the Program, Corporate Clients cannot be legal persons acting as exclusive representatives or general agents for the Transporters.

With regards to single-person companies, the Transporters reserve the right to admit this type of companies.

Corporate Code (CC): The internal number assigned by the Transporters to the Corporate Client when it completes its registration process with the Program that serves to identify Institutional Purchases ad direct points of sale, website, call center and/or through travel agencies that have previously registered by the Corporate Client.

Affiliated Company: With relation to a Corporate Client, the legal person related to it that is: its controller or controlled or under common control with it. For this purpose, control is the existence of shareholding interest or property of no less than fifty-one percent of the outstanding shares or ownership of the respective affiliated company. The above must be evidenced with a certificate from the Corporate Client’s accountant or statutory auditor.

At the Corporate Client’s option, its affiliates can be independent corporate clients or remain affiliates of the Corporate Client.

Institutional Purchase: For the purposes of the Program an Institutional Purchase is a purchase of plane tickets from the Transporters issued on behalf of Eligible Passengers and charged against the Corporate Client’s or an Affiliated Company’s budget.

Prior to making an institutional purchase, the corporate client through its preferred travel agency or officers authorized to make reservations, shall be responsible for verifying the free allowed baggage and inform the eligible passengers included in the bookings about it, pursuant to the itinerary and the route, cabin or level of the LifeMiles Program travelers.

Purchase Decision-maker The person authorized by the Corporate Client in the Agreement to make decisions related to the Institutional Purchase of tickets.

Affiliation Document to the “Corporate Travel Program” or Affiliation Agreement, hereinafter the Agreement: This instrument contains acceptance by the Corporate Client of the general and specific conditions of its affiliation to the Program, as well as benefits granted by the Transporters under it.

Usage Goal: the minimum consumption by the Corporate Client to earn or maintain the benefits.  It varies depending on the Type of Membership and Level of Membership of the Corporate Client.

Level of Membership: The level used by the Transporters to catalog the Corporate Client according to the minimum use of tickets (flown tickets) in a specific period. For the purpose of this classification, the Corporate Client will submit, directly or through its travel agency, the commitment of minimum use it attempts to achieve (usage / minimum monthly flown) duly supported with the purchase and usage report of the last year or quarter.

The Transporters may at any time reclassify the Corporate Client in another Level of Membership according to the assessment of Flown Tickets.

The Usage Goals may be prorated based on the effective affiliation date of entry into the program.

Eligible Passenger: All natural persons in their capacity as an executive, employee, consultant, advisor, contractor, business partner, or family member of the above, in whose name an Institutional Purchase is made, as long as they are trips while performing their functions or in fulfillment of assignments directly related to the corporate activity of the Corporate Client or an Affiliate, or due to relocation or transfer of the Corporate Client’s employee.

For associations, cooperatives, compensation funds, and other entities of this type, the benefit only applies to persons directly related to the entities by means of a labor or service provision agreement, or similar, with the purpose of carrying out functions or assignments related to the entity’s corporate activity.  Eligible Passengers are not natural persons affiliated to these entities as beneficiaries, associates, cooperates, among others. Special programs designed for business travelers approved by the Transporters are excluded.

The Corporate Client is responsible for establishing control procedures for the appropriate use of plane tickets issued to Eligible Passengers as well as redemption and use of benefits granted by the Transporters with relation to the corporate agreement.

Avianca Corporate “Corporate Travel Program” or the Program: This is the program developed by the Transporters, with the intention of generating and maintaining loyalty of Corporate Clients.

Content

I.       Program Registration Process

II.      Program Development

III.    Types of membership

1.      Up Front

2.      Back End

3.      Corporate Miles

IV.    Benefits associated to the Membership Level

a.      Corporate Upgrades

b.      Waivers or corporate waivers

c.      Corporate Elite LifeMiles Cards

V.     Other Benefits

VI.    Use of the Aviancacorporate.com website

VII.   Use of the Corporate Call Center

VIII. Additional General Terms

 

I.        Program Registration Process

 

The program registration process will be performed according to the following steps and conditions:

1. The entity that wants to belong to the Program may request enrollment through the aviancacorporate.com website, completing the pre-registration form.

2. The entity must provide the information required by the Airlines to begin the assessment process, specifying the basic information the Airlines require in the pre-registration form, such as the corporate name, company ID for each country: NIT/RUT/CIF/DNI, main address, city, country, phone number, contact officer, e-mail, economic sector, information of air transportation services used in furtherance of their activity (purchase channel, estimated monthly consumption or ticket purchases with Avianca), among others. 

3. The Airlines reserve their right to approve or reject the entity’s pre-registration request to the Program.  

4. Once the pre-registration request is accepted, the entity will be visited or contacted by an account executive or commercial manager who will initiate the Airlines’ enrollment process of the entity with the Program. 

5. The client must provide the sales executive with the corresponding documentation accrediting the entity as a legal person: chamber of commerce certificate or its equivalent in each country, listing, among others, the corporate name and ID, and other documents that will be informed by the sales executive.

5. The Corporate Client will enter into a document or Affiliation Agreement with the AVIANCA CORPORATE Program with the Airlines, which contains specific conditions that will regulate the relationship between the parties.

The affiliation agreement must include a “personal data processing and source of funds statement” clause.

For non-profit entities, the company must complete the source of funds statement form.

6. The Corporate Client has the responsibility of keeping the information provided at the time of registration updated (address, contacts, e-mails, among others) during the term of the affiliation, through the means and procedures established by the Airlines. 

 

​II. Program Development

1. The person appointed by the Legal Representative in the affiliation agreement as “Program Administrator (or web administrator)” will receive a confirmation e-mail of enrollment, the corporate code identifying the affiliation agreement as a member of the program, and the instructions to create the website access password for aviancacorporate.com, as well as the PIN number to make transactions at the Corporate Call Center.

2. The PIN and/or security password created by the Program Administrator will allow the Corporate Client to gain access to the corporate account information at any time, through the aviancacorporate.com website, and the Call Center and will allow access to a variety of self-service tools (benefits balance according to negotiation, password change, PIN creation, user creation, upgrade redemption or class upgrades, web purchase report, among others) as well as to perform certain transactions through the Corporate Call Center (benefit redemption, route and name changes, among others) 

3. The Corporate Client, through the person appointed as Program Administrator will be the only person responsible for the use of the PIN and/or security password and their confidentiality.  If they are disclosed to a third party, the Corporate Client shall be liable for any action or omission committed by said third party with the PIN and/or security password, including, but not limited to, any breach of the Terms and Conditions of the Program and any additional disclosure of said PIN and/or security password. The Airlines shall not be liable for any loss or undue use of the PIN and/or security passwords by the Corporate Client.

4. By entering into the Affiliation Agreement to the Avianca Corporate Program, the Corporate Client represents that it has the necessary authorization to deliver the personal information of the natural persons related to the Corporate Client to the Airlines, including personal information of Eligible Passengers. This personal information shall be processed by the Airlines under the terms of its GENERAL PRIVACY POLICY FOR PROTECTION OF PERSONAL INFORMATION OF TRAVELERS, CLIENTS AND USERS available at www.avianca.com, a situation that must be informed by the Corporate Client to each of the natural persons related to the Corporate Client, including Eligible Passengers who are holders of the personal information.  The Corporate Client must provide these authorizations at the Airlines’ request within a term not to exceed three (3) calendar days as of the request.  

5. The term of the Agreement with each Corporate Client shall be defined by the parties at the time of the negotiation and shall govern the permanence of the Corporate Client within the Program.  Renewal of this Agreement is automatic as long as the Corporate Client meets the Usage Goal (according to the negotiation). According to the level of compliance with the Usage Goal upon renewal for contractual annual terms, the Airlines shall adjust the Level of Membership of the Corporate Client for the new term and the Agreement parameters, as well as access to benefits, which shall be equally adjusted by the Airline pursuant to the level in which the Corporate Client is classified.

6. Renewal or re-categorization of the agreement, which can occur in terms of level changes (remaining, increasing or decreasing the membership level), negotiation changes (corporate discounts, Corporate Miles or back end and/or changes to the scope of the agreement (local, group, interregional or global), shall depend upon the Corporate Client’s consumption and on achievement of the goal set for the respective measurement period. Said renewal or re-categorization may imply increasing or decreasing the benefits and added values granted in the agreement.  These changes will occur automatically once the annual measurement is performed and may be notified to the Corporate Client notwithstanding the automatic level change.

If the re-categorization informed to the client to the e-mail registered with the program corresponds to Up Front negotiation (corporate discount) the Corporate Client must inform the Airline of the authorized channel for the discounts (travel agency, corporate website and/or direct point of sale), through the account executive assigned by the Airline to guarantee application of these benefits.  If this information is not timely informed and the discounts are not being applied correctly or are not correctly coded in the tickets, the Airline will not be liable and will not grant benefits retroactively.


 III. Types of membership

 

There are three (3) types of membership to the Program:

1. Up ​Front

2. Back End*

3. Corporate Miles

*Applies only for the Corporate Client with this type of membership. Does not apply for new agreements.

 

Below are the characteristics and specific conditions for each type of membership, which are exclusive, that is, the client may obtain one of the 3 types of negotiations according to consumption (ticket purchases and use): 

 

1. Up ​Front

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). 

Conditions

- Discounts apply only for fares published by the Airlines. 

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

- The Corporate Client is responsible ofinforming the Avianca account executive of the authorized purchase channels (travel agency and/or direct point of sale) about the negotiation agreed between the Airlines in the affiliation agreement (corporate code, routes, classes and authorized discounts) so that the Airlines may identify their purchase and the channels may access and grant the Corporate Client the agreed upon benefits.  

- 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 Affiliation Agreement.

- If the Corporate Client decides that its purchases are made at travel agencies previously authorized in the Agreement, Up Front discounts will only be applied for purchases made under the IATA Codes listed in Annex III of the Affiliation Agreement.

-The Corporate Client is responsible for keeping the authorized travel agency or point of sale information updated.  If the Corporate Client purchases discounted tickets through a non-authorized travel agency or point of sale, debit notes will be issued to the travel agency by the Airlines, for applying a non-authorized discount. 

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

- Discounts are not valid for child fares or personal travel of the Corporate Client’s employees, except if authorized by the Corporate Client. 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).

- 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.

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

- Discounts do not apply to private fares, or commercial fares in U, T, S, W, G and A classes identified with the respective fare basis (field in the ticket identifying the commercial fare).

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

 

Registration of Up Front discounts

- the Corporate Client must provide the following information for travel agencies: GDS, IATA and Pseudo, authorized in the Agreement.

- 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 Airlines through the sales executive so that the Revenue area loads the requested account code into the reservation system.

-If the account code that the client informs is already assigned to another Corporate Client, it cannot be assigned to a new Corporate Client.

- 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 make quotes and later issues tickets using the means provided by the Airlines for that purpose.

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

- The Corporate Client is responsible for making sure that the authorized sales channel 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.

 

2. Back End (does not apply for new negotiations):

The Back End benefit entails a refund of a percentage of the total quarterly usage of codified tickets, which may be redeemed with tickets using Avianca Holding’s and other airlines’ commercial fares.

 

To redeem commercial fares with other airlines, the booking must include at least one segment operated by Avianca. 

 

 

Accumulation of benefits and conditions

- This benefit is obtained quarterly, if the Corporate Client meets the Usage Goal set forth in the Agreement.  

- Benefits are accumulated after a quarterly settlement, and informed on the account statement sent to the Corporate Client to the Program Administrator’s email and/or e-mail account authorized to receive account statements and notifications. 

- The Corporate Client is responsible for validating that the ticket includes the Corporate Code (CC) in the Tour field, otherwise, benefits will not be accumulated.

- Corporate Clients will accumulate Back End benefits for tickets flown on the following corporate sub-products: Conventions, Congresses, Incentives and Corporate Groups, as long as the tickets are identified correctly with the Corporate Code (CC) and the corresponding code of the sub-product in the Tour Code field when the ticket is issued, which will be shown as credits or adjustments to the account statement.

- Retroactive Back End credits are not allowed for transactions made by the Corporate Client before enrolling in the Program.

- Flights on the Airlines and the fares that allow earning benefits under the membership known as Back End, shall be determined by the Airlines, and may be modified with immediate effect. The Airlines will notify the Corporate Clients about changes so that the Corporate Client may verify them on the website.

- Back End benefits will not be credited to the Corporate Client’s account in the case of: 

§   Unused tickets

§   Refunded tickets

§   Lost tickets

§   Expired tickets 

§   Tickets issued with student, Avianca Tours, wholesale, marine or GSA fares.

§   Tickets issued with special fares (fares to which the general public does not have access). 

§   Benefit tickets redeemed with Corporate Miles, LifeMiles or Back End, or tickets obtained with special promotions.

§   Free tickets, charter tickets, “tour conductor” tickets, airline employee tickets or others traveling with any type of pass or any type of benefit or discount.

- Only the Airlines will determine when a Back End credit will be issued to the Corporate Client’s account and they reserve the right to deny or revoke said Back End credit in the event of an error when issuing it.

 

Redemption of back end benefit tickets and balances

- The accumulated Back End benefit, registered in the account statement may be redeemed with valued benefit Tickets, which are requested through the Corporate Call Center, on all published classes and subject to availability on routes operated by any of the Airlines.

- The values for Back End redemption will vary depending on the airline on which the benefit ticket is redeemed, as well as on the time and/or flight and/or season of the reservation.

- The use of Back End for group purchases shall be subject to the group policies of Revenue Management.

- The accumulated Back End benefit may only be used for payment of base fares, that is, it may not be used for payment of taxes, airport fees, administrative fees, fare differences of revised tickets, penalties or class upgrades, excess baggage, etc.

- When redeeming Back End benefits, the Corporate Client may only use the balance available on its account.  If the value is not sufficient to pay for the whole fare, the Corporate Client must complete the difference in value indicated by the call center when redeeming the benefit. 

- Back End benefit redemption may not be requested on the corporate website aviancacorporate.com

Payment of taxes and other applicable charges can be performed using one of the following methods of payment:

- Credit Card
- Bank Deposit at Davivienda or Bancolombia
- Bank transfer to Bancolombia
- Payment on Bancolombia phone branch  

- If payment of taxes and other charges to issue the benefit ticket (5 days) informed upon making the reservation is not made by the Corporate Client, the Airlines understand the Corporate Client has desisted of his request of a Back End benefit redemption and the reservation and the redemption process is therefore cancelled, and the redeemed value will be subsequently refunded* to the Corporate Client’s account with the corresponding penalty (20% of the redeemed value). 

*The corresponding refund will expire 3 months as of when it is credited to the corporate account.

If the beneficiary of the Back End ticket is an Elite LifeMiles member, he/she may provide his/her frequent flyer number to be included in the reservation and LifeMiles may be earned to obtain benefits such as:

§  Check-in priority

§  Boarding priority

§  Advance Seat Selection

 

Expiration of the Benefit

- The Back End benefit will be valid for use for up to one (1) year after being credited to the Corporate Client’s account and reflected in the account statement.

- If the benefit is not fully redeemed within a year of being obtained, it will be debited upon expiration and reflected in the monthly account statement.


 

Retroactive Back End adjustments and claims

 

-   Once the account statement is sent to the program administrator’s (web) e-mail address registered with the program and/or the e-mail address authorized to receive notifications, the Corporate Client will have 2 weeks to submit claims for tickets that have been coded (CC in the Tour Code field) and not reflected in the account statement sent to each Corporate Client.

 

-   The claim must be sent through the respective sales executive assigned by the Airline or through the Corporate Call Center. For the Airline to make the necessary validation of sent tickets, they must include the necessary support documentation (invoices) which will be defined by the sales executive. In no case will claims of tickets flown in a month other than the one immediately preceding the month of the claim will be processed.

-   Only tickets that meet the validations made by the Airline will be processed.  Once the tickets of the claim are processed, they will be accounted for the settlement of the adjustment, if applicable, and if the Corporate Client meets the minimum number of flown tickets per quarter, the benefits will be reflected as adjustments or credits.

-   Accepted retroactive tickets will not be reflected in the revised or adjusted account statement.

 

Upon submission of the account statement for the month of June 2019, tickets without the CC code in the tour code field will only be accepted in specific cases for which Avianca is responsible, for example:

a)     Tickets purchased by the Corporate Client on the corporate website, after authentication of the user, Corporate Code and password on the site, and not correctly marked or identified.

b)     Tickets purchase by the client on Avianca.com when the purchase flow on the corporate site experienced problems or maintenance issues.

c)     Tickets purchase by the Corporate Client through the channel authorized to apply discounts, that quotes promotional fares or others on which the fare without a discount was not properly saved.

d)     Purchases made during periods of implementation or freeze periods during which the client did not obtain the agreement code or CC in time.

 

Back End Credits for promotions

- The Corporate Client may obtain additional Back End benefits for promotions or incentives. This additional benefit will be reflected in the Corporate Client’s Account Statement as a credit and will be subject to the conditions for accumulation, redemption and expiration of the promotion.

 

Back End Refund

- The refund of expired Back End benefits will not be allowed for any reason. In exceptional cases and at the Airlines’ discretion, these authorizations may be granted.

- Refunds must be requested by written notification addressed to the assigned sales executive, with the respective justification (consumption, level, redemptions, historic behavior). The refund authorization is subject to approval by the Corporate Segment Manager.  Refund of the expired benefit may be full or partial. If the request is approved, a credit will be made for the authorized value. Refunds may only be requested once during the term of the Agreement.

 

Advances

Advances of the Back End balance will be allowed when the Airlines experience delays in settlement of the benefit, as long as the Corporate Client continues with the same negotiation and has met the agreed upon Usage Goal. 

- If the Corporate Client does not have the total amount accredited to its account to redeem the benefit, the Corporate Client may request the Corporate Segment Manager, through the sales executive, for an advance to its account, which will be covered with what the Corporate Client earns during the following period, for which the account executive must ensure permanence of the Corporate Client with the Back End negotiation as long as the above mentioned conditions are met.

 

Transfer of Back End balance

- If the Corporate Client or company affiliated to the program is undergoing a Merger, Liquidation or De-merger, the Corporate Client or the assignee interested in receiving the balance must send the sales executive assigned by the Airlines a Back End balance transfer request with a written authorization from the Program Administrator, attaching the legal supporting documents proving the event.  This request must be resent by the assigned sales executive to the Corporate Segment Manager, attaching the supporting documentation; this balance transfer authorization shall be subject to approval by the Corporate Segment Manager.  The balance transfer may be full or partial. If the request is approved, a Back End credit will be made for the authorized value.

 

Back End Refunds

If the value of the benefit ticket was already debited from the Corporate Client’s balance, the Back End account will be refunded if the benefit ticket has not been issued and the client decides not to travel. In this case, the client may request a refund of the value debited to the company and will be penalized with 20% of the value. In this way, the Airlines authorize a refund of 80% of the value debited to the client.

If the benefit ticket was issued, the Back End account will not be refunded unless one of the following situations takes place:

- Illness of the holder of the benefit ticket that prevents him/her from traveling.   The medical certificate must be submitted with the medical history.

- Death of the passenger or one of his/her parents, children, siblings, wife or husband, partner or permanent partners, for which the respective death certificate must be submitted. A letter on the client’s corporate letterhead must be submitted, indicating that the traveler is no longer employed with the company, traveler's information, itineraries and refund request.

- Termination of employment or service agreements of the ticket’s beneficiary before the Corporate Client.

- An operational event, understood as a delay or moving forward of the flight’s departure. This refund applies as of minute 16 after the scheduled departure time.

 

In these cases, a 100% refund over the value debited shall apply to the Back End account and a refund of the taxes may be requested to the Airlines by contacting the Corporate Call Center.

This benefit is not refundable in cash

 

 

3. Corporate Miles

They constitute miles that the Corporate Client earns for each dollar of purchase and the use of Flown Tickets according to a monthly usage scale; these miles may be redeemed for tickets on flights operated by the Airlines and for the purchase or redemption of fare upgrades and from economy to business class cabin on “I” class.

 

Accumulation of the benefit

- Corporate Miles are obtained monthly according to usage (ticket purchases and trips made).

- Once the monthly closing is performed, benefits will be settled by the middle of the following month, and informed on the account statement which is sent to the program administrator’s e-mail and the e-mail of the person authorized to receive the account statement and notifications, provided by the Corporate Client upon registration with the Program or during later updates.

- For earned miles to apply, tickets must be issued including the Corporate Code (CC) in the Tour Code field. - The Corporate Client is responsible for validating that the ticket includes the Corporate Code (CC) in the Tour field. Otherwise, miles will not be earned.

- Corporate Clients will earn Corporate Miles by using tickets on routes directly operated by the Airlines.

- The Corporate Client will earn Corporate Miles by using tickets in the following corporate sub-products: Conventions, Congresses, Incentives and Corporate Groups, as long as the tickets are identified correctly with the Corporate Code (CC) and the corresponding code of the sub-product in the Tour Code field when the ticket is issued.

The Corporate Client has the exclusive responsibility of making sure that the miles credit it has obtained is correctly credited to its account, for which the supporting documents required by the Airlines may be required.

- Retroactive Corporate Miles credits are not allowed for transactions made by the Corporate Client before enrolling in the Program.

- The monthly settlement of earned Corporate Miles will only include duly coded Institutional Purchases (indicating the CC in the Tour Code field). 

- Flights, routes and fares that allow earning benefits under the membership modality known as Corporate Miles shall be determined by the Airlines and may be modified with immediate effect.  The Airlines will notify the Corporate Clients about changes made so that they can be verified on the website.

- Corporate Miles will not be credited to the Corporate Client’s account in the case of: 

§   Unused tickets

§   Refunded tickets

§   Lost tickets

§   Expired tickets

§   Tickets issued with student, Avianca Tours, wholesale, marine or GSA fares.  

§   Tickets issued with special fares (fares to which the general public does not have access). 

§   Benefit tickets redeemed with Corporate Miles, LifeMiles or Back End, or tickets obtained with special promotions.

§   Free tickets, charter tickets, “tour conductor” tickets, airline employee tickets or others traveling with any type of benefit or discount.  

The Airlines reserve their right to deny or revoke a miles credit, at their discretion, in the event of a crediting error.

 

Redemption of Corporate Miles

- The number of Corporate Miles needed to redeem benefits will depend on the origin and destination of the trip, the class on which the miles are being redeemed and the fare conditions, the season and demand, among others, and will be informed upon request by the advisor at the Corporate Call Center. Likewise, destinations for which the benefit tickets are intended to be used may have limited availability, depending on dates, seasons and destinations, among others.  Certain destinations may not be available at all times, which does not constitute non-compliance of the Program by the Airlines.

- Corporate Miles may be redeemed for benefit tickets on flights directly operated by any of the airlines of the Avianca Holdings Group.

- Once issued, benefit tickets will be valid for one (1) year.

- Miles upgrades may only be requested on flights directly operated by airlines of the Avianca Holdings Group.

– Benefit tickets may be booked and issued up to 48 hours prior to departure of the flight, both for domestic and international flights, wherever Avianca Holdings operates. Redeemed tickets do not generate administrative fees for issuance or fuel surcharge, as these values are borne by the Airlines.

- The Corporate Client will pay for the taxes, airport fees and other charges that apply to the benefit ticket, which may vary depending on the origin / destination chosen for the redemption.  

- Benefit tickets may be redeemed using only Corporate Miles earned by the Client.  If the Client does not have enough miles to redeem a ticket, it may not purchase additional Corporate Miles.

- The minimum number of Miles earned to request a redemption for a segment is 2.500.

- Benefit tickets issued using Corporate Miles do not earn Corporate Miles, or LifeMiles for the passenger who travels, nor do they entitle the passenger to business class upgrades.

- If the beneficiary of the Corporate Miles ticket is an Elite LifeMiles member, he/she may provide his/her frequent flyer number to be included in the reservation and LifeMiles may be earned to obtain benefits such as:

§  Check-in priority

§  Boarding priority

§  Advance Seat Selection

- For earning and redemption purposes of Corporate Miles, the rules of the Program must be considered; the following purchases are excluded from earning Corporate Miles and for redemption of benefit tickets: 

§   Charter fares 

§   2x1 promotions 

§   Avianca Tours Plans 

§   Tickets that are not correctly coded issued by travel agencies, exclusive representatives, agents, direct sales offices. 

§   Purchased and unused tickets

§   Coupons or segments flown with air transportation companies other than the Airlines. 

§   Refunded tickets

§   Unused revised tickets. 

 

- Benefit tickets will be issued with specific flight dates for segments on which they are redeemed. Open tickets will not be issued, that is, without a travel date or “OPEN” status. 

- Values generated during the process to issue benefit tickets may only be paid using a corporate or personal credit card, previously registered through the Call Center.  Checks, cash or debit cards will not be received, except for some companies in Colombia that do not have credit cards, in which case, a bank deposit will be allowed.

- Benefit tickets do not apply for flights on companies operated by other airlines on codeshare with the Airlines. Likewise, the use of benefit tickets shall be subject to the general conditions of the contract of carriage of the airline operating the flight and all applicable charges and, generally, all civil liability regulations for air transportation.

- References to the Airline’s Frequent Flyer Program (LifeMiles) on any of the documents or technological tools used to redeem Corporate Miles, do not imply that the terms and conditions of said Frequent Flyer Program extend to this Avianca Corporate Program.

- The Corporate Client is not part of the LifeMiles Frequent Flyer Program. 

 

Changes to benefit Miles tickets

- Passengers holding benefit tickets issued by redeeming Corporate Miles shall be subject to general treatment for all passengers in cases of changes of itinerary, operational delays, overbooking, etc.

- Name or route changes of benefit tickets will not be allowed after issuing. Only date and time changes will be allowed up to twenty-four (24) hours prior to scheduled departure of the flight, subject to availability in the same class of the benefit ticket and; the Corporate Client must pay an additional charge plus local applicable taxes over the charge. The value of this charge may vary at any moment.  

 

Expiration of Corporate Miles

- Miles earned after settlement of each month will be valid for two (2) years as of the earning date.  Miles not redeemed after two (2) years will expire without the right to refund.

 

Adjustments and claims

-   Once the account statement is sent to the program administrator’s (web) e-mail address registered with the program and/or the e-mail address authorized to receive notifications, the Corporate Client will have 2 weeks to submit claims for tickets that have been coded (CC in the Tour Code field) and not reflected in the account statement sent to each Corporate Client.

 

-   The claim must be sent through the respective sales executive assigned by the Airline or through the Corporate Call Center. Claims of tickets flown in a month other than the one immediately preceding the month of the claim will be processed.

 

-   Only tickets that meet the validations made by the Airline will be processed.  Once the tickets of the claim are processed, they will be accounted for the settlement of the adjustment, if applicable, and the benefits will be reflected as adjustments or credits.

 

-   Accepted retroactive tickets will not be reflected in the revised or adjusted account statement.

Upon submission of the account statement for the month of June 2019, tickets without the CC code in the tour code field will only be accepted in specific cases for which Avianca is responsible, for example:

a)     Tickets purchased by the Corporate Client on the corporate website, after authentication of the user, Corporate Code and password on the site, and not correctly marked or identified.

b)     Tickets purchased by the client on Avianca.com when the purchase flow on the corporate site experienced problems or maintenance issues.

c)     Tickets purchased by the Corporate Client through the channel authorized to apply discounts, that quotes promotional fares or others on which the fare without a discount was not properly saved.

d)     Purchases made during periods of implementation or freeze periods during which the client did not obtain the agreement code or CC in time.

 

Credits of Corporate Miles for promotions

- The Corporate Client may obtain additional Corporate Miles benefits for promotions or incentives. This additional benefit will be reflected in the Corporate Client’s Account Statement as a credit and will be subject to the conditions for accumulation, redemption and expiration of the promotion.

                    

Advances

- Corporate Miles advances will not be allowed for any reason. If the Corporate Client does not have the necessary balance in its account to redeem the benefit, the redemption will not be possible 

 

Transferring Corporate Miles balances

- If the Corporate Client or company affiliated to the program is undergoing a Merger, Liquidation or De-merger, the Corporate Client or the assignee interested in receiving the balance must send the balance transfer request with a written authorization, attaching the legal supporting documents proving the event.  This request must be resent by the program administrator to the sales executive assigned by the Airlines, attaching the legal supporting documentation proving the event. The balance transfer authorization will be subject to approval by the Corporate Segment Manager.  The balance transfer may be full or partial. If the request is approved, a Corporate Miles credit will be made for the authorized value.

 

Corporate Miles Refunds

Benefit tickets are not refundable for cash or miles. Only a refund of 100% of the miles will be made to the corporate account and of the respective taxes, exempt from refund charges, in the following cases:

a. Medical Disability: must pe submitted with the medical history, which must match the travel itinerary. 

b. Death Certificate: must be submitted in the event of death of the passenger or parents, siblings, husband or wife, partner or permanent partner.  

c. Termination of employment or services agreement of the ticket’s beneficiary before the corporate Client: a letter on the client’s corporate letterhead must be submitted, indicating that the traveler is no longer employed with the company, traveler's information, itineraries and refund request.

Numerals a and b must be attached to the letter on company letterhead with the traveler's information, itineraries and refund request.

These types of request must be sent to corporate@avianca.com, attaching the respective supporting documents.  

d. An operational event, understood as a delay or moving forward of the flight’s departure. This refund applies as of minute 16 after the scheduled itinerary, as long as the reservation has a flight change and the upgrade is not reestablished.

  

A partially used ticket is not refundable.

 

Refund for Changes / Name Transfer

Name Change requests may only be made through the Corporate Call Center, after verifying the PIN.

In this case, the penalty for name transfer will be waived and a second booking will be created under the new holder.  The value of debited miles on the initial booking will be refunded to the corporate agreement and any taxes will be credited to a credit card, savings or checking account, depending on the original method of payment used by the Client.

A new payment for taxes on the second reservation must be made. In there is NO availability on the same fare, the miles and tax difference must be assumed by the client.

 

IV. Benefits associated to the Level of Membership

They consist of additional benefits to the client’s negotiation, according to its level in the program and represent courtesies for class upgrades, waivers or fare conditions, and Corporate Elite LifeMiles cards. 

1. Corporate Upgrades

General Terms

They consist of upgrade certificates from economy to business class cabins, subject to availability in Class “I”, without any cost for the company. 

Connection Segments

Connection segments are defined as those in which the difference between the first and second segment is less than 24 hours.

The discount for redeeming these types of segments is one upgrade per passenger, regardless of whether it includes two segments.

Segments without connection

Non-connection segments are defined as those in which the difference between the first and second segment is more than 24 hours.

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, for routes covered by the Airlines on domestic, international and transatlantic segments. 

- 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.

- Upgrades will only be made on commercial tickets.

 

Channels to redeem Upgrades from economy to business class cabin.

 General Terms

-          Redemption applies for all travelers included in the booking, as long as tickets are coded with the company’s CC.

 

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

 

-          Upgrades on two segments for the same request or transaction (Inbound and Outbound or Multi-destination) can be redeemed.

 

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

 

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

 

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

 

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

 

-          Upgrades granted under the Program and previously established in the Agreement are for exclusive use of the Corporate Client and eligible travelers; these benefits may not be purchased, sold or transferred to any other entity or individual (paid for or not).

 

For any additional questions please write to aviancacorporate@avianca.com

 

1. Corporate Call Center

-          Upgrades are requested through the Call Center, entering the PIN assigned by the Program Administrator.

 

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

 

-          Upgrades on two segments for the same request or transaction (Inbound and Outbound or Multi-destination) can be redeemed.

 

-          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.  

 

-          Upgrades may be granted for Back End tickets by making a request to corporate@avianca.com

 

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

Diamond and Gold Agreements

 

2. 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.

- This procedure replaces sending the request in a letterhead letter signed by an authorized official. 

- 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 upgrades.  

 

Common reasons why an Upgrade is not authorized

-          Insufficient upgrade balance

 

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

 

-          Ticket was not coded with the corporate code in the Tour Code field.

 

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

 

-          Ticket not issued for passengers in the reservation.

 

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

 

-          System issues with - the corporate website.

 

-          For the following cases, redemption may not be authorized through the website, however, redemption is possible by calling the Corporate Call Center:

 

§  Ticket issued with Back End or corporate Miles.

§  Bookings with Infants (younger than 2 years old). 

3. Waivers or corporate waivers

These are certificates that may be redeemed by the Corporate Client for waivers of penalties or fare conditions, as long as the ticket(s) are coded with the company’s CC according to the requested waiver, and for the following waivers:

 

Penalty waivers

-          Date, route, flight (time) changes on a ticket

Waiver of penalty for date, route or flight changes in a ticket. 

-          Allowed stopover on a route

When stopovers are charged, this waives one (1) stopover.

 

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.

 

General Terms

- 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, both domestic (in applicable countries) and international.


 The processes to reissue tickets due to changes will be handed as follows for:

 

Type of change

No Operational Event / Covid 19 Contingency

Affectation due to Operational Event

Call Center

CTO Channel and Agencies

Call Center

CTO Channel and Agencies

Name

Requires PIN

Request an e-mail copying the Web Administrator or letter in company letterhead

Requires PIN

Request an e-mail copying the Web Administrator or letter in company letterhead

Route

Does not require PIN or security questions

Does not require Web Administrator email or letterhead letter

Date

Does not require PIN or security questions  

Does not require Web Administrator email or letterhead letter

Time

​​


- Penalty waivers can only be used when the fare does not have any charges for changes.

 

- Waivers can be applied on corporate benefit tickets, issued with Back End or Corporate Miles. This request can be made via e-mail to corporate@avianca.com.

 

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

 

- Waivers are not refundable since they are granted to waive a fare condition and to issue or reissue a ticket, regardless of whether the client was able to travel or not, the waiver is considered used.

 

- 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, except for date changes, AV Tours plans, 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 usually exempt from charges.  Therefore, a Corporate Client may use waivers for any type of change except name changes. 

 

- 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: reservation code, name of the traveler, route, dates, outbound and inbound YY-MM-DD and type of request considering the following:  

- The waiver request must indicate if it is being requested for a fare or penalty condition.  

- If the waiver request corresponds to a penalty, it must specify if one of the following is required: Date Change, Route Change, Flight Change (Time), Class Change, Permitted Stopover.

- If the waiver request corresponds to a fare condition, it must specify if one of the following is required: Purchase time limit, Advance Purchase, Minimum Stay, Maximum Stay. 

 

b. Requests made through the Corporate Call Center

Waivers are requested through the Call Center, entering the PIN assigned by the Program Administrator.

 

4. Corporate Elite LifeMiles Cards

 

General Terms

-          Beneficiaries of Corporate Elite LifeMiles Cards must be registered with the LifeMiles Frequent Flyer Program or must register before making the request.  Likewise, they must be first or second-level officials within the Corporate Client’s structure. 

 

-          Upon using the card, the Eligible Passenger must meet the policies and conditions of the LifeMiles program. Level changes will not affect the number of LifeMiles earned to date.

 

-          The eligible passenger may download or check his/her status using the LifeMiles app, at the official Apple and Android stores: App Store and Play Store, respectively.

 

Elite LifeMiles Card Requests

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

 

-          The Corporate Elite LifeMiles Cards assigned to eligible passengers must be requested to the sales executive assign to your company.

 

-          New Corporate Clients and those renewing Elite LifeMiles cards may request the number and type of Elite LifeMiles Cards, delivered according to the parameters set forth by the Level of Membership in the Airline’s corporate program.

 

 

-          The validity of Elite LifeMiles Elite cards granted as a Program benefit to Corporate Clients is subject to the date of the agreement, regardless of when the request is made.  That is, without exception, corporate cards will be activated in their level only as of the start date of the new agreement or the renewal date of the existing agreement.

 

Group Agreements

There are 2 expiration dates, March 31 and September 31, in line with the expiration dates of agreements available for the corporate program. 

 

Interregional Agreements

They will be valid for one year as per the expiration date of the affiliation agreement.

Corporate Clients may request Corporate LifeMiles Cards extra-officially on stipulated dates, only for the following reasons:

Replacement of LifeMiles Cards

They are granted in the event of termination of employment, death of the beneficiary or level earned on the LifeMiles program by his/her own merit, or conversion of valid Corporate LifeMiles cards as per the program’s parameters.

-          Termination of employment or death of beneficiary: if a LifeMiles card is granted as a benefit to the Corporate Client and the eligible passenger to which it was assigned dies or does no longer work for the company, the quota may be made available. 

 

-          Earning on own merits: if the beneficiary of a LifeMiles card meets the minimum miles or segments required for the next level on his/her own merits, the quota will be freed for another eligible passenger within the company. 

Under both scenarios, the Corporate Client through a Program Administrator, sends an e-mail to the sales executive informing that the person does no longer work with the Corporate Client or that the person earned the card by his/her own merits. Likewise, the replacement must be indicated. This liberated card may only be assigned to another eligible passenger if the card being replaced has an expiration date in excess of three (3) months with relation to the change request date. 

For replacements as well as in any other exceptional case, the validity of the card will be associated to the expiration date of the agreement.

 

Benefits of Corporate Elite LifeMiles Cards

Beneficiaries of Elite LifeMiles Elite Cards may enjoy the following benefits when they include the frequent flyer number in their tickets:

§  Check-in priority

§  Boarding priority

§  Advance Seat Selection

Diamond Corporate Elite LifeMiles cards will not have the benefit of upgrade certificates or System Wide Coupons.  For additional information on this point, as well as all other benefits associated to the elite status, check the terms and conditions at www.LifeMiles.com.

 

V. Other Benefits

1.     Name transfer on commercial tickets

- Name change requests will be allowed for tickets associated to the Avianca Corporate program for corporate travel (identified with CC, corporate code of the company on the tour code field). Commercial tickets may be requested at the CTO and Travel Agencies by submitting a letter on company letterhead, signed by the legal representative or one of the company contacts registered under the following roles: program administrator, authorized to redeem and purchase decision-maker with a copy of the ID of the person signing the letter, indicating the name of the passenger as it appears in the ticket and the new name on the reservation, waiving penalty for name transfer as long as the ticket change is requested at the same point of sale.  If the change is made a point of sale other than where the ticket was purchased, the corresponding penalty will be charged; this amount may vary in some countries and channels, whereby the exact information about this charge will be informed when making the request. These changes can be processed through the Corporate Call Center, after verifying the PIN. In there is NO availability on the same fare, the corresponding difference must be assumed by the client.   

 

2.     Name transfer on Back End Tickets

- The same conditions for commercial tickets will apply. Name transfer requests for Back End tickets must be requested via e-mail to corporate@avianca.com. The e-mail must originate from an address with a corporate domain and include a copy to the Program Administrator.

 

3.     Name transfer with Corporate Miles

Name Change requests may only be made through the Corporate Call Center, after verifying the PIN and the security changes. Penalties for name transfers will be waived, generating a booking for the new holder and requiring a request to refund the miles used and taxes applied to the credit card or bank transfer, depending on the method of payment used.  In there is no availability on the same fare, the corresponding miles and tax difference must be assumed by the client.

 

4.     Privilege Network

        - The Privilege Network is a set of partnerships between the Airlines and third parties that offer special benefits to the Corporate Client over goods and/or services they offer or market, such as discounts and/or fares or exclusive services, extending the Program’s benefit portfolio. When the Airlines enter into a partnership with a third party that can offer benefits through the Privilege Network, the Airlines will inform the Corporate Client of said partnership.

- The Airline’s Privilege Network offers Corporate Client a benefit that cannot may or may not be used by the Corporate Client at their discretion.  Once the Corporate Client decides to use one of the benefits offered by members of the Privilege Network, it must contact the partner directly and their commercial relationship will be governed by the terms and conditions that apply according to the provisions of each of the partners autonomously, without resulting in any liability for the Airlines.

- Any commercial relationship between the partners of the Privilege Network and the Corporate Client will be made directly between them, without intervention by the Airlines and under the responsibility of the respective Corporate Client, exempting the Airlines from any contractual commitment and/or from the quality of the services or goods delivered directly by the partner.

- The Airlines will select the partners of the Privilege Network that may be contacted by the Corporate Client according to the category to which they belong.  These Corporate Clients may benefit from the Privilege Network only through the redemption channels provided by each of the partners.  

- Privileges can only be requested by Corporate Clients who are members of the Program and will be invoiced directly to them.  Travel agencies and other intermediaries, duly authorized by the Corporate Client, may request the goods and services from the partners on behalf of the Corporate Client, but may in no case invoice the goods and services delivered by each of the partners of the Privilege Network.

- Discounts, promotions and preferential fares granted by partners under the Privilege Network are for exclusive use of the Corporate Client and are only good for the purchase and use of the products and/or services directly with each of our partners.

- Discounts, promotions and preferential fares are subject to change without notice and are subject to availability and prior booking of the service or product directly with the partner.

- The conditions and restrictions of each of the products and/or services offered by partners of the Privilege Network will be directly set forth by the partners and the Airlines will not interfere. 

- Only Corporate Clients with a valid Affiliation Agreement with the AVIANCA CORPORATE Program and who have purchased tickets with the Airlines under said Agreement, may benefit from the Privilege Network after payment thereof.

- The Airlines reserve the right to terminate this benefit with the Privilege Network at any time or suspend it at its discretion, for a period of time or indefinitely, the participation of one or several partners and/or of the Corporate Client.

 

VI. Use of the Aviancacorporate.com website

 - Upon registering to the Program, the program administrator will receive an email with the Corporate Code identifying it as a member of Avianca Corporate.   This email will be sent to the e-mail registered by the “Program Administrator” of the Agreement.

 

- The person designated by the Corporate Client as “Program Administrator” for the Agreement will be responsible for assigning, changing or unblocking the website’s password. 

- With this password, the approved official will be authorized to enter the aviancacorporate.com website, where he/she may, on behalf of the Corporate Client it represents, make all transactions available on the website to manage business travel required by the company, as well as to update the information thereof, modify the security password, redeem benefits (upgrades to business class cabin), request the account status of trips made and benefits obtained, as well as assign the roles for company officials who will enjoy different permissions , as assigned by the authorized person and the Corporate Client, among others. 

This same person will be responsible and authorized to assign the PIN that will be used to redeem and make purchases through the Corporate Call Center.

- The Corporate Client, through the assigned person, will be the sole person liable for undue or improper use of this security password and for maintaining the confidentiality thereof, which it must not disclose to third parties. 

If they are disclosed to a third party, the Corporate Client shall be the only one liable for any action committed by said third party with the security password, including, but not limited to, any transaction on the company account, any breach of the Terms and Conditions of the Program and any additional disclosure of said security password.

- The Airlines will not be liable for any act or omission resulting from the unauthorized use of the PIN and/or security passwords.

-By executing the Agreement, the Corporate Client represents that it knows and accepts the Policy for Use and Administration of the password and Security PIN for access to the aviancacorporate.com website, as well as the terms and conditions for use of the website, which are an integral part of the terms and conditions of the Program.  It also accepts that it will be responsible for any transaction made with the PIN and/or security passwords as well as any use thereof, and will indemnify and hold the Airlines harmless against any claim, suit, legal action or penalty, among others, presented against it by reason of the use made of the PIN and/or security passwords by the designated person or any third party.

- The Corporate Client is responsible of informing the Airlines in writing, about any change related to the personauthorized to receive and manage the PIN and/or security passwords, they must also provide the contact information, including e-mail address of the new person assigned.

- To change the person assigned as “Program Administrator”, the Corporate Client must send a scanned letter on company letterhead to corporate@avianca.com, signed by the legal representative of the company, requesting an update of the contact person with the following information: full name of the official, ID, position, e-mail, address and phone number (including extension).

 

The template for the letter may be found at aviancacorporate.com, lower section, option: “Obtain your web password”.

- The methods of payment available on this corporate website to issue commercial or benefit tickets are those available in each of the countries where the Program operates. The Airlines reserve the right to modify and/or replace them at any time at their discretion, informing the Corporate Client by any means of notification.

 

VII. Use of the Corporate Call Center

 

The Call Center will have exclusive lines for Corporate Clients in the country where the Program operates, except for Aruba, Curacao and Spain, where they must call the general lines and then follow the Corporate Clients option.

- To use the services through the Call Center, the Corporate Client must have its PIN assigned by the person appointed as “Program Administrator”.

- For this process, the Corporate Client must have a password and web user. The only person who may assign the Call Center PIN will be the “Program Administrator” for the Agreement.

- First-time assignment, changes and unblocking of the Call Center PIN can only be made through the AviancaCorporate.com corporate website.

– The Corporate Client, through the assigned person, will be the sole person liable for the use of the Call Center PIN and for maintaining the confidentiality thereof, which it must not disclose to third parties.  If they are disclosed to a third party, the Corporate Client shall be liable for any action committed by said third party with the Call Center PIN, including, but not limited to, any transaction on the company account, any breach of the Terms and Conditions of the Program and any additional disclosure of said Call Center PIN. 

- The Airlines will not be liable for any act or omission resulting from the unauthorized use of the Call Center PIN.

- With this PIN, authorized officials are authorized to enter and access Call Center services where they may make all available transactions to manage business travel required by the company on behalf of the Corporate Client.

- To request an update, modification or remember the Call Center PIN, the Corporate Client must make its request on the aviancacorporate.com corporate website, where the Program Administrator (Web) shall be the only person with authorization to perform this procedure.  

- By executing the Agreement or Affiliation Document, the Corporate Client represents that it knows and accepts that it will be responsible for any transaction made with the Call Center PIN  as well as any use thereof, and will indemnify and hold the Airlines harmless against any claim, suit, legal action or penalty, among others, presented against it by reason of the use made of the Call Center PIN and/or security passwords by the designated person or any third party.

- The methods of payment enabled for the Call Center to issue commercial or benefit tickets are subject to those available in each of the countries and the Airlines reserve the right to modify and/or replace them at any time, at their discretion, and without prior notice.

- To purchase commercial tickets, redeem corporate miles or back end benefits through the Call Center, the Corporate Client must have a previously registered corporate credit card, except for public entities that do not have a corporate credit card.  Checks, cash or debit cards (except in Colombia, where the PSE method is enabled) will not be accepted.

 

- 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 to register a credit card.

The Corporate Client must contact the exclusive call center lines and request registration online. For the registration to be successful, the PIN must be validated.

 

The e-mail must include the following information:

§   Subject: registration of corporate credit card.

§   Agreement number, corporate code (CC) 

§   Company ID Number

§   Franchise and last 4 digits of the credit cards (verify authorized credit card franchises by country).

§   Expiration date of the credit card

§   Issuing bank.

§   Name of person responsible for said card.

§   Registered address with the bank for statements.

§   Person the company appoints as authorized to request e-tickets with this credit card, their respective ID documents and phone, fax and e-mail contacts.

§   E-mails where the purchase supporting document (invoice) for each ticket must be sent.

 

- The company may pay for the values generated during the benefit or commercial ticket issuing process with a Personal Credit Card by contacting the Call Center.  However, if the supporting document for this payment will be issued to the credit card holder.

 

- The Airlines reserve the right to audit and record all calls made by the Corporate Client at any time without the need to notify the company, to ensure compliance with the Program’s terms and conditions and the air transportation conditions and/or those of the offered and purchased fares. 

 

VIII. Additional General Terms

- Tickets purchased through corporate sub-products such asmeetings, fairs, conventions, corporate groups and incentive trips, if they are Institutional Purchases, will accrue towards the usage goal for the Corporate Client (depending on the negotiation) as long as they include the Corporate Code and the corresponding code for the sub-product in the Tour Code field when the tickets are issued. 

- The Corporate Code is assigned individually to the Corporate Code upon enrollment with the Program and must be entered in the field known as “Tour Code” on all tickets purchased during the term of the agreement. It is the Corporate Client’s responsibility to request that the purchase channels include the CC (for miles or back end negotiations) or quote with the account code (for up front negotiations with discounts and the CC field will be automatically completed) for all tickets upon issuance. 

- Tickets issued under the Agreement, both commercial and benefit, will be governed by the terms and conditions of the contract of carriage and all fare conditions and restrictions will apply, as well as the general rules that regulate the matter. For the purposes of requesting change for tickets that have already been issued, such as route and name changes, refund requests, revisions, reissues, the Eligible Passenger must attach a written authorization from the Corporate Client and all other documents required by the Airlines when making the request at the Airline’s points of sale.

- For tickets purchased and codified through channels informed and authorized by the Corporate Client, the Airlines may verify that travelers are Eligible Passengers and that their trips are made in exercise of their duties or complying with assignments directly related to the Corporate Client’s activity.  For this purpose, the Airlines may at any time request information they consider pertinent, whether directly to the Corporate Client or third parties, for example, in relation to purchased tickets and a list of the passengers for whom Institutional Purchases were made and/or the corresponding certification.

Changes and refunds at Avianca Points of Sale and Call Center:

For the purposes of change requests on commercial tickets that have already been issued: route and name changes and refund requests, revisions, re-issuances, the Eligible Passenger must attach the written authorization of the Corporate Customer, signed by the legal representative and all other documents required by the Airline when making the request at the Airline’s points of sale. 

For refunds of tickets identified with a CC, the corporate client must file a letter of request, signed by the legal representative or a copy of the eligible passenger’s request email copying the web or program administrator registered at Avianca Corporate.

Exception: if the refund request is made to the original method of payment (credit card) a letter from the corporate customer is not required.

To request route and name changes on issued tickets, the eligible passenger must validate the security PIN through the call center. In the event of operational changes made by the airline, PIN validation will not be required; this also applies to date and time changes.

Refunds through Avianca.com

The eligible passenger must make the refund request for commercial tickets identified with the corporate code (CC) on the Tour Code box, attaching the letter from the corporate customer, signed by the legal representative or sending a copy of the request from his or her corporate email to the program administrator registered at Avianca Corporate.

Exception: if the refund request is made to the original method of payment (credit card) a letter from the corporate customer is not required.

Refunds through Travel Agencies

Travel agencies authorized by the corporate customer to manage their institutional purchases may request refunds of corporate tickets identified with the corporate code (CC) on the Tour Code box, through the BSP without an authorization letter from the customers, as long as it is an original payment made with a credit card and the refund is requested with the same method of payment. 

In the event of a refund request of a corporate ticket for which the original method of payment is a credit card and the refund is requested in cash, or the original method of payment is cash and the refund is requested in cash, the travel agency must request the authorization letter of the corporate customer signed by the legal representative or a copy of the request made by the eligible passenger to the program administrator’s e-mail registered on Avianca Corporate, corporate travel program, together with the letter of responsibility of the travel agency.

These General Terms and Conditions applicable to the AVIANCA CORPORATE “Corporate Travel Program” shall enter into force as of their date of publication and/or update.


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