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If your Avianca plans go sideways, your passenger rights depend heavily on where your journey starts. Flights that depart the United States are governed by US Department of Transportation rules. Flights that depart Colombia are governed by Colombia’s Aerocivil rules under RAC 3.
Here, you’ll find both sets of passenger protections, exactly what you’re entitled to for delays, cancellations and missed connections, and how to use those rights fast when things go wrong.
Your Rights on Avianca Flights from the United States
When you fly Avianca and you’re departing from an airport in the United States, your passenger rights are protected by the US DOT. Here’s what to expect if you have flight delays or cancellations and what you’re entitled to.
Avianca Flight Delays and Cancellations from the US
If Avianca cancels your flight, if it is severely delayed or changed, you’re entitled to a replacement flight. If you don’t accept the new itinerary, then you’re entitled to a cash refund to your original form of payment.
Here’s how the DOT defines severe delays and significant changes to your flight:
- Domestic flights: leaving 3 or more hours earlier than scheduled, or arriving 3 or more hours later than scheduled.
- International flights: leaving 6 or more hours earlier, or arriving 6 or more hours later.
- Other changes: a change of departure or destination airport, added connections, a seating class downgrade, or an aircraft change that reduces accessibility for a passenger with a disability.
If you opt for a refund, it must be issued within 7 business days for credit card purchases and within 20 calendar days for other payment methods. It can take your bank a few extra days to show the credit on your statement, so give it a few days if you don’t see it right away.
Compensation and Help at the Airport
US law does not require cash compensation for ordinary delays or cancellations. They also don’t require Avianca to offer care and assistance to passengers while they wait. However, many airlines will provide meals, hotel, and ground transport when a disruption is within their control.
Tarmac delays at US airports
If you are stuck on the aircraft at a US airport, Avianca must let you deplane before 4 hours, unless the captain cannot return to a gate for safety or air‑traffic reasons. After 2 hours, you must be offered drinking water and a snack. Toilets must be usable, cabin temperatures reasonable, and you should receive regular status updates.
Missed Connections on an Avianca Flight
If you have a single Avianca ticket, and you’re departing from the US, you can get help with a missed connection as long as it was caused by an earlier flight delay or cancellation. This means that you will be put on the next available flight so you can finish your trip. If your rebooking won’t depart until the next day, ask Avianca for meal and hotel accommodation.
If you decide not to continue with your travel plans, you can request a refund of the unused portion of your ticket. Again, there is no federal cash compensation for missed connections.
What You’re Owed on Avianca Flights from Colombia
Under Colombia’s passenger‑rights rules RAC 3, if the flight disruption the airline’s fault (for example, crew scheduling issues, maintenance, or other operational decisions), your passenger benefits increase the longer you have to wait. However, if the cause of the disruption is outside Avianca’s control (severe weather, airport closures, air‑traffic restrictions, security), cash compensation does not apply, but you should still receive basic assistance.
Flight Delays (flight departs Colombia)
- Delays lasting 1 to 3 hours Avianca should offer a way to communicate (for example, Wi‑Fi or phone access) and a snack or drink so you are not left stranded without basics.
- Delays of 3 to 5 hours mean that you get the above plus a proper meal while you wait.
- For delays lasting 5 hours or more, you get all of the above plus compensation of at least 30% of the price of the affected flight segment. By default this is cash, unless you voluntarily choose a voucher or miles.
What “30% of the affected segment” means
Think of your journey as separate legs. The 30% is calculated against the price of the specific leg that was disrupted. If your receipt does not show a per‑segment price, the airline will calculate it from the fare it filed for your ticket.
How the 30% is calculated (single-leg Colombia departure)
Let’s say you have a flight from Bogotá to Miami on Avianca that is delayed more than 5 hours for a reason within Avianca’s control. This means you are entitled to at least 30% of the price for the affected segment.
So, if you paid $320 for your ticket, you will get $96 in compensation, or 30% of the fare excluding taxes.
In addition to this, you’re entitled to refreshments and a meal since you have to wait for 5 hours. If the wait pushes past 10:00 p.m. and you are away from your home city, you should be given a hotel stay and airport-hotel transfers until you can get your next flight.
When the 30% rule applies (quick recap)
- It applies on flights that depart Colombia (any nationality).
- The disruption must be attributable to the airline.
- It kicks in for a delay of 5 hours or more, an airline-controlled cancellation, or for denied boarding caused by an oversold flight.
- The 30% is calculated on the fare for the affected leg of your journey and excludes taxes and third party fees.
- You should receive this compensation in cash unless you voluntarily choose miles, a voucher or something similar.
Avianca Flight Cancellations from Colombia
If Avianca cancels your Colombia‑departing flight, and it is the airline’s fault, you can choose a refund of the unused portion or a rebooking to your destination. In either case, you are also owed the 30% minimum compensation on the affected segment.
If the canceled flight means you have to wait overnight at the airport, and you’re away from your home city, Avianca must provide a hotel and airport–hotel transfers.
Missed connections
If you miss a connection on the same itinerary due to an Avianca‑controlled delay or cancellation, Avianca must put you on the next available flight or give you a refund. RAC 3 rules will then go into effect, based on the total delay time at departure and the cause of the disruption.
Have you had a canceled flight in the last 3 years?Enter your flight details to see how much compensation you could receive.Check Your Flight
Your Avianca Rights Compared: US‑departing vs Colombia‑departing Flights
Flights Departing the US | Flights Departing Colombia | |
Flight Disruption | US DOT rules | Aerocivil RAC 3 |
Cancelled Flights and Long Delays (6+ hours for international flights) | Automatic cash refund or a rebooking to your destination. No mandatory assistance at the airport. No cash compensation | A refund or a rebooking plus 30% of your fare in compensation for cancellations attributable to the airline. Care and assistance at the airport. |
Regular Flight Delays | No mandatory assistance at the airport. No cash compensation | Care & assistance plus 30% of your fare in compensation for delays of 5 or more hours and attributable to Avianca |
Missed connections (same ticket) | A rebooking or a refund of the unused portion of your ticket. | A rebooking or refund. RAC 3 care and 30% compensation apply when thresholds and airline responsibility are met |
What to Do When Your Avianca Flight is Disrupted
Save proof right away. Take screenshots of the delay or cancellation in the app and on the airport board. Note the scheduled departure times compared to the actual departure times, as well as the flight number, and gate. Also, keep your boarding passes and any rebooking printouts.
Ask for the cause. Politely ask what caused the delay. Was it weather, air traffic control restriction, or security issues? Find out because this information can help your claim.
Codeshares. If you had a codeshare flight (when another airline operates your flight), follow the operating carrier’s procedures, but keep Avianca’s written rebooking or refund offer. Your core rights still follow the departure country (U.S. DOT or Colombia RAC 3).
Keep receipts and follow up. Save receipts for essentials you were told to cover yourself. After travel, submit them with your claim. If needed, escalate to DOT (U.S. departures) or Aerocivil/Supertransporte (Colombia departures), or let AirAdvisor handle the process for you.
You don’t have to fight airlines aloneIf your Avianca flight was delayed, canceled, or caused a missed connection, we’ll handle the process for you and make sure you get what you’re owed.Check Your Flight
Let AirAdvisor Help with Your Avianca Claim
Air passenger rights rules can be confusing, especially when DOT, RAC 3, and Avianca’s own policies overlap. Many passengers give up when airlines deny claims, but that’s where AirAdvisor comes in to assist
- We’ve helped over 620,000 passengers worldwide enforce their rights.
- We know how to push through DOT refund disputes when airlines stall.
- We work on a no-win, no-fee basis. If you don’t get paid, neither do we.
Author:
Joanna Teljeur
Job/Position: Senior Editor & Content Lead
Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development with a focus on consumer rights, aviation law, and public-interest reporting. Her work centers on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.
