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Frequently Asked Questions


Information about the Program

Web services and call ​center

Corporate Miles Benefit

Back End Be​nefits

Upfront​ Benefit

Class Upgrades

Penalty or fare condi​tion ​waivers

LifeMiles Elite Cards

Programapreferencia.com​


Inform​ation about th​e Program


Who is the pro​gram aimed at?

Our program is designed for all types of legally constituted SMEs and large corporations, both national and multinational, which need to travel to, from or within Latin America.

 

The Program is not available to*:

 

       Individuals.

       Travel agencies, travel marketers, tour operators or wholesalers.

       Exclusive Avianca representatives and general Avianca agents.

How ca​n we join?


To register you just need to follow these simple steps:

 

1. Fill out the pre-registration form (link).

2. Wait for one of our Corporate Account Executive to contact you.

3. Sign an airline preference agreement between your company and the airline.

4. Start enjoying the benefits of the agreement.

 

If your company is inviting participants in a bidding process (RFP) and would like Avianca to take part, please send an email to: corporate@avianca.com with "Tender - RFP" as the subject.

 

Enrollment doesn’t cost anything, however continued membership and access to the program benefits will be subject to the volume of ticket consumption/usage made by the company.

How can we join the p​rogram?

 

Avianca has designed different ways to join the Program, which adjust to the purchase schemes of each of the organizations. These arrangements are called: Local, Group and Interregional.

 

1. Local Business Negotiation: Is an agreement with organizations that establish one country for purchasing.

 

2. Group Negotiation in Domestic Market: A negotiation which includes companies that are part of the same economic group in different cities in the same country and under the same negotiation.

 

3. Interregional Negotiation: An agreement for companies with consumption in two or more regions, or 3 or more countries in the same region, among which are: North America, Europe, Central America, South America, Europe (Spain and England), Brazil, Ecuador, Colombia and Peru.

Is there a minimum consumption/us​age volume?

The minimum monthly usage is set according to the parameters of each country in Colombian pesos (COP) or U.S. dollars (USD). The benefits awarded will depend on the monthly consumption/usage commitment agreed with your company.

Where can I find the corporate code (CC) assigned to my company?


You can find the corporate code (CC) on the airline preference agreement that identifies the company as a member of the Program, also through our sales advisor or your travel agency.

What tickets count as usage within Avianca Corporate?


Tickets used on routes operated directly by the following airlines will be counted as part of Avianca Corporate: Aerovías del Continente Americano S.A. Avianca, TACA International Airlines S.A., Aviateca S.A., Nicaragüense de Aviación S.A., TACA de Honduras, S.A. de C.V., Avianca Costa Rica S.A., Trans American Airlines S.A. (d.b.a. TACA PERÚ), Isleña de Inversiones S.A. de C.V., Aerotaxis La Costeña S.A., Servicios Aéreos Nacionales, S.A. and other airlines the Transporters define.​


Web services and​ Call Center

How do I get the password to access my company’s account through the website?


Once you become an official member of Avianca Corporate, you'll be emailed instructions on how to set your Web password and the Call Center PIN. The password will allow you to carry out your requests, consultations and transactions easily, quickly and securely in the website of the Program, letting you save time and money.


The password must be changed every 60 days. An email will be sent to the address registered for the Web Administrator 15 days before the password expires. If it is not changed the password will be blocked and it will not be possible to access the company account via the Web.

How do I get the PIN to access the C​all Center services?


Once your company has assigned its administrator, in the same step where you assign your Web password you can assign the Call Center PIN and access a variety of self-service tools by calling our Call Center.

The password must be changed every 60 days. The Web administrator will receive a notification email 15 days before the Call Center PIN expires. If it is not changed the PIN will be blocked and it will not be possible to access the Call Center channel to carry out transactions and request specific information about your company.

How do I unblock the password to get ac​cess to my company’s account on the website?


Secondary user: to unblock the password of a secondary user, the web administrator of your company should visit the wwww.programapreferencia.com page and click on the "Unlock Password" link and complete the form with the corresponding information. An email will then be sent to the email registered by the secondary user with a link where they can reassign the password.


Web administrator: to unblock the password of a Web Administrator, an email must be sent to corporate@avianca.com, with the subject: “Request password unlock”, and in the body of the email request the unlocking of the password of the web administrator. An email will then be sent to the address registered for the web Administrator (according to the information registered in the system) with a link to a page where the password can be reset.

What do I do if I forget the password t​o ac​cess my company’s account on the website?


Go to the page wwww.programapreferencia.com, choose the option "Forgot your password?" and fill out the form with the required data. An email will be sent to the Web Administrator with a link to a page where the password can be reset.


How do I change the password used to access my company’s account on the website and the Call Center PIN?


Go to the page wwww.programapreferencia.com, and access the account using your user, password and corporate code. Then select the option Manage Account / Change Password or Change PIN to make the corresponding change.

What does the Web adminis​trator do and what are they responsible for?


The Web administrator designated by your company will be the person responsible for managing the master password to access the web transactions and for administering users from the company who can enter the Avianca Corporate website.


The same person will also be responsible for the allocation and management of the Call Center PIN used to carry out transactions in this channel.​

How can the company change its designated Web ​administrator or related information?


If your company already has an existing agreement with Avianca Corporate, follow the instructions below. Otherwise find out how to join the Program.


1. Download and fill out this form (link) to assign or change the Web administrator. This is the person who will assign the password that allows entry to your company’s account on the website.


2. Scan and print the letter on company letterhead and send it, duly signed by the legal representative or the person responsible for administrating the agreement, to
corporate@avianca.com, along with the following documents:


  • Certificate of incorporation and legal representation of the company* from the Chamber of Commerce (no more than 30 days old).
  • Copy of the identity document of the person responsible for administering the agreement, and the Company NIT (Tax ID No.).

* Applies to commercial businesses in Colombia. State agencies or nonprofit organizations must send a copy of the resolution from the respective Ministry. For other countries, the corresponding documentation of existence and legal representation of the company applies.


3. An email will be sent to the address indicated in the request, with a link to a page where the password can be set and activated.


4. Login to www.programapreferencia.com and start making your requests and executing transactions easily, quickly and securely, as well as managing the services and benefits the Program provides.


PLEASE NOTE: All actions on this site are presumed to be conducted under the principles of good faith, honesty, truthfulness and accuracy. Consequently, the Transporters will assume that both the statements and the documents sent are valid, unless proven otherwise.

How do I create users to provide acce​​ss to my company's account on the website?


Go to wwww.programapreferencia.com and login with your username and password, and choose the option "User administration" and then "Create user".

Can I receive my Account Statement by ​email?


Once the calendar quarter has been settled, the Account Statement will be sent to the email registered in the Program for this purpose.

How can I request a copy of the account balance of my c​ompany’s account?


Go to wwww.programapreferencia.com and login with your username and password, and choose the option “Account status”, which will be sent later by your Corporate Account Executive.​

How can I register a corporate credi​t card?


To register a corporate credit card, you must:

Send a scanned document on company letterhead to corporate@avianca.com. The letter must be signed by the legal representative and the person authorized to manage the credit card. It must also contain the following information:


  • Company NIT (Tax ID).
  • Type of credit card (Visa, MasterCard, Diners, American Express).
  • Last 4 digits of the credit card.
  • Issuing bank.
  • Name of person responsible for the card.
  • Address recorded in the bank for the receipt of statements.
  • Person(s) that the company designates as authorized to request tickets with this card, their identification documents and contact details such as phone, fax and email.
  • State if they want purchase requests to be made by any employee that the authorized person indicates or only for those people authorized according to the previous point.
  • E-mail addresses to which the invoice for each ticket should be sent.
  • Number of the corporate agreement.​
 

Corporate Miles Be​​nefits

How is the Corporate Miles incenti​ve earned?


The benefit is awarded monthly provided the Corporate Client meets the Usage Target established in the Agreement. The Corporate Client accumulates miles for each dollar spent, or the equivalent in local currency, according to a monthly usage scale. The benefits are monthy settled and shown in the Corporate Client account at the end of the month following the close of the calendar period established in the agreement.


For miles to be accumulated the airline tickets must be issued with the Corporate Code (CC) stated in the Tour Code field. The Corporate Client is responsible for validating that the ticket reservation includes its Corporate Code (CC) in the Tour Code field. Otherwise, the miles cannot be accumulated.

What tickets are eligible for the Corporate Miles ben​efit?


Corporate Clients will accumulate Corporate Miles through the use of tickets on routes operated directly by the following airlines: Aerovías del Continente Americano S.A. Avianca, TACA International Airlines, S.A., Aviateca, S.A.,  Nicaragüense de Aviación, S.A., TACA de Honduras, S.A de C.V., Avianca Costa Rica S.A.​, Trans American Airlines, S.A. (d.b.a. TACA PERÚ), Isleña de Inversiones, S.A. de C.V., Aerotaxis La Costeña, S.A. and Servicios Aéreos Nacionales, S.A. and other airlines as occasionally indicated by the Carrier.​


The Corporate Client will accumulate Corporate Miles by using tickets on the following corporate subproducts: Conventions, Congresses, Incentives and Business Groups provided the tickets are identified correctly when the ticket is issued with the Corporate Code (CC) plus the corresponding product code in the Tour Code field.


Corporate Miles cannot be accredited retroactively for transactions carried out by the Corporate Client before joining the program.


Only appropriately coded purchases/usages (indicating the CC in the Tour Code field) will be considered in the monthly settlement of Corporate Miles.

How many Corporate Miles are requir​ed to redeem a ticket?


The number of Corporate Miles required to redeem benefits depends on the origin and destination of the trip, the class in which the redemption is required and fare conditions as well as the season and demand, among other variables, and will be confirmed by the Call Center or advisor when the application is made. Likewise, the destinations for which the benefit tickets are required for may have limited availability, depending on the dates, season and destination, among others. Certain destinations may not be available at all times, which may not under any circumstances be construed as noncompliance with the Program on the part of the Transporters.​

What airlines can Corporate Miles ​be redeemed on?


Redemption of Corporate Miles can be made via benefit tickets on flights operated directly by any of the following airlines: Aerovías del Continente Americano S.A. Avianca, Taca International Airlines S.A., Trans American Airlines S.A. (TACA PERÚ) and Avianca Costa Rica S.A. The redemption values ​​for airline tickets with Corporate Miles may vary depending on the time, flight and/or season when the booking is made.


Benefit tickets do not apply to flights operated by other airlines under a codeshare agreement. Additionally, the use of benefits tickets is subject to all the general conditions of the contract of carriage of the airline operating the flight and to the applicable charges and, in general, to all rules governing civil liability for air transport.

What are the conditions for the redemptio​n of Upgrades with Corporate Miles?


An upgrade may only be requested on flights operated directly by any of the following airlines: Aerovías del Continente Americano S.A. Avianca, Taca International Airlines S.A., Trans American Airlines S.A. (TACA PERÚ) and Avianca Costa Rica S.A. for a fixed number of Corporate Miles according to the table published on the www.programapreferencia.com website, and are subject to availability in “I” class. They can only be applied for through the corporate call center.

How do I redeem a​ benefit ticket with Corporate Miles?


The booking and issuing of benefit tickets must be performed through the call center at least 15 days prior to the travel date. If booked less than 15 days prior to travel, a Late Booking Fee of FORTY US DOLLARS (USD$40) plus the local taxes applicable in each region will be charged, which shall be paid by the Corporate Client when the benefit ticket is issued, plus applicable taxes, fees and charges related to its issue, taking into account the fare chosen for the redemption.


In all cases the minimum notice for a benefit ticket to be booked and issued shall be 72 hours prior to the travel date, otherwise the booking and issuing of the ticket will not be possible.

What if I don't have enough ​Corporate Miles to redeem?


Tickets can only be redeemed with the Corporate Miles accumulated by the Corporate Client. The minimum amount of accumulated Corporate Miles that may be used to request a redemption is 3,500 Corporate Miles. It is not possible to purchase Corporate Miles to complete a redemption.

What tickets do not qualify for accumulating or redeeming Corporate ​Miles?


For the purposes of accumulation and redemption of Corporate Miles it should be noted that under the rules of the Program the following purchases are excluded from the accumulation of Corporate Miles and the redemption of benefit tickets:​


  • Fares for additional flights (charter).
  • 2x1 promotions.
  • Avianca Tours Packages.
  • Airline tickets issued by travel agents and/or direct sales offices that are not correctly coded.
  • Airline tickets purchased and not used in the billed quarter.
  • Coupons or legs flown with other airlines.
  • Reimbursed air tickets
  • Unused revised tickets.

What change​​s can be made to a ticket redeemed with Corporate Miles?


It is not possible to change the name or route​ of benefit tickets after they are issued. Only the date and time can be changed, a minimum of 24 hours before the scheduled departure, provided there is availability in the same class selected for the benefit ticket and the Corporate Client pays a fee of FIFTY US DOLLARS (USD 50) plus any local taxes applicable to the fee. The value of this fee may be changed at any time. If the date or time change involves a Ticket Reissue it should only be done through the call center. 

Once issued the​ benefit tickets will be valid for​ one (1) year for its use, without prejudicing the payment of the penalty. 

Can tickets redeemed with Corporate Mile​​s be refunded?


Benefit tickets are non-refundable​ either for cash or miles, in other words, redeemed Corporate Miles will not be refunded to the Corporate Client’s account. 

What additional charges must be paid for the redemption of Corporate M​iles?



Benefit tickets are not liable for the fuel surc​harge, this value is assumed by the Transporters.

 

The administration fee when issuing a benefit ticket must be paid, plus the applicable taxes which may vary according to the origin/destination chosen for the redemption, which must be paid for ​in addition to 100% of the taxes, fees and other charges applicable to the issuing of the tickets.


The administrative fee for issui​ng the ticket is charged for each passenger according to the city or region of the destination (domestic or international) according to the following table:


Cities/Regions

Administration Fee

ICOL, IC​AM,IPE

25 USD + Local Taxes

CAR-ALL, MIA-ALL, MCO-ALL, FLL-ALL, SAM-SAM

40 USD + Local Taxes

TACA regional, IEC

15 USD + Local Taxes

CAM-NAM, SAM-CAM

50 USD + Local Taxes

SAM-NAM, EUR-ALL

80 USD + Local Taxes

Booking less than 2 weeks in advance (additional fee)

40 USD + Local Taxes


  • IPE: Domestic in Peru. 
  • ICOL: Domestic in Colombia
  • ICAM: Travel between Guatemala, Honduras, El Salvador, Nicaragua, Costa Rica, Belize, Mexico and Panama. 
  • MIA-FLL-MCO-ALL: From FL, U.S. to all destinations and vice versa. 
  • CARALL: From the Caribbean to all destinations and vice versa. 
  • SAMSAM: Between South American countries. 
  • CAMNAM: From Central America to U.S. or Canada (or vice versa). 
  • CAMSAM: Between Central America and South America (or vice versa). 
  • SAMNAM: From South America to U.S. or Canada (or vice versa). 
  • EURALL: From Europe to all destinations. 
  • NAM: North American countries. 
  • CAM: Central American countries. 
  • SAM: South American countries.


 

The fees generated when issuing benefit tickets can only be paid for using a corporate credit card previously registered through the call center or a personal credit card. It is not possible to pay by check, cash or debit cards, except in the case of public entities that do not have a corporate credit card.


Is it possible to transfer a Corporate Miles ti​cket to another person?


Benefit tickets may be redeemed in the name of the person indicated by the Corporate Client. Once the benefit ticket has been issued, it cannot in any way be transferred to any other person and there is no entitlement to any refund of the Corporate Miles except in the case of: illness of the ticket holder preventing them from traveling, which is duly certified by a physician; death of the passenger or death of a family member in a first level of consanguinity one of their parents or their children, their husband or wife, or one of their parents or an adoptive child, or a brother or sister, or at the request of the Corporate Client when the person named on the benefit ticket has ceased to be an employee.


The reference to the Carriers’ Frequent Flyer Program (LifeMiles) that appears on any of the documents or tools used for the redemption of Corporate Miles does not imply that the terms and conditions of said Frequent Flyer Program extend to Avianca Corporate. The Corporate Client is not part of the LifeMiles Frequent Flyer Program.

What is the validity of Co​rporate Miles?


Miles that have been accumulated at the end of each quarter will be valid for two (2) years from when they are accumulated. Any miles that have not been redeemed two (2) years after their accumulation will expire without right to reinstatement. 


If the Corporate Miles were awarded through a promotion, their validity and expiration will correspond to said promotion.

Is it possible to request the inclusion of tickets that were flown but n​ot recorded in the settlement of Corporate Miles?


Once the monthly has been closed and the Corporate Client has received their statement they will have 30 calendar days to submit claims for tickets from the immediately previous quarter that were not coded and are not reflected in the statement received.


The claim must be sent to the Corporate Segment Management through your travel agency or Corporate Account Executive assigned by the Carriers. No claims will be received or processed for tickets flown in a quarter other than the immediately prior one. Once the tickets are processed, these will be credited to the account and if the company meets the monthly Usage Target the benefits will be reflected as adjustments. 

What are the conditions for Corporate Miles credits from prom​otions?


The company may obtain as a benefit additional Corporate Miles through promotions. This additional benefit will be reflected as a credit in the company’s Account Statement and will be subject to the accumulation, redemption and expiry conditions of said promotion.

Is it possible to request advances o​f Corporate Miles?


No advances of Corporate Miles are permitted for any reason. If the Corporate Client’s accumulated balance is insufficient to redeem the benefit, the transaction or redemption is not allowed.

Is it possible to transfer the balance of Co​rporate Miles from one company to another?


Under no circumstances may balances be transferred between Affiliated Companies, except when the accounts change their scope for which the rules established in the program apply or otherwise, in the following circumstances:

​​

  • Merger
  • Liquidation
  • Division/demerger 


If any of the above cases applies to the Corporate Client, they or their assignee interested in receiving the balance must send the request for transfer of the Corporate Miles balance, through a written authorization to the Corporate Account Executive assigned by the Transporters, enclosing the legal support proving such an event. This request must be forwarded by the Corporate Account Executive assigned to the Corporate Segment Management attaching the supporting documents; the authorization for the transfer of the balance shall be subject to the approval of the Corporate Segment Management. The balance may be transferred in part or in total. If the request is approved, a credit for the authorized number of Corporate Miles will be made.

Can I transfer miles from Avianca Corporate to the LifeMiles Frequent Fly​er Program and vice versa?


It is not allowed to transfer miles to accounts of other programs of the airline or to those of any other airline or vice versa.

Can I request benefit tickets with partner airlines or on codeshare flights?


The benefits of Avianca Corporate (Miles or Back End) can only be redeemed to use on flights operated by Avianca, TACA and Avianca Costa Rica S.A. and some routes operated in codeshare with Avianca Ecuador S.A.


Back End Bene​fits

How does the Back End incentive get accumulated?


This type of benefit is obtained quarterly provided the Corporate Client meets the consumption/usage Target established in the Agreement. The Corporate Client earns miles on the consumption/usage of tickets according to a quarterly scale. The benefits are settled and shown in the Corporate Client account at the end of the month following the closure of the calendar period established in the agreement.


For Back End accumulation, the airline tickets must be issued with the Corporate Code (CC) stated in the Tour Code field. The Corporate Client is responsible for validating that the booking has its Corporate Code (CC) in the Tour Code field, otherwise, the miles cannot be accumulated.

What tickets are eligible for settle​ment of Back End benefit?


Corporate Clients will accumulate Back End credit for all tickets used on routes operated directly by the following airlines: Aerovías del Continente Americano S.A. Avianca, TACA International Airlines, S.A., Aviateca, S.A.,  Nicaragüense de Aviación, S.A., TACA de Honduras, S.A. de C.V., Avianca Costa Rica S.A., Trans American Airlines, S.A. (d.b.a. TACA PERÚ), Isleña de Inversiones, S.A. de C.V., Aerotaxis La Costeña, S.A. and Servicios Aéreos Nacionales, S.A. and other airlines as indicated by the Transporter.


The Corporate Client will accumulate Back End credit by using tickets on the following corporate subproducts: Conventions, Congresses, Incentives and Business Groups provided the tickets are identified correctly when the ticket is issued with the Corporate Code (CC) plus the corresponding product code in the Tour Code field.


Back End cannot be accredited retroactively for transactions conducted by the Corporate Client before joining the program.


Only appropriately coded consumption/usage (indicating the CC in the Tour Code field) shall be considered in the quarterly Back End settlement.

What tickets are not included in the settlement of Back End incentive?

Back End will not be credited to the Corporate Client’s account for:

  • Unused airline tickets.
  • Reimbursed airline tickets.
  • Lost airline tickets.
  • Expired airline tickets.
  • Airline tickets issued with student, TACA Vacations, Avianca Tours, wholesalers, marines or GSA fares.
  • Special fare tickets (fares not available to the general public).
  • Airline tickets redeemed with corporate miles, LifeMiles or Back End, or tickets obtained through special promotions.
  • Free air tickets, charter tickets, ‘’tour leader’’ tickets, tickets for airline employees or others traveling with any kind of pass, benefit or discount.

How are Back End benefits ​​redeemed? 


The accumulated Back End benefits recorded in the account statement may be redeemed for priced benefit tickets which are requested through the Call Center.

The accumulated Back End value can only be used for the payment of base fares plus the fuel charge for an airline ticket, it cannot be used to pay airport fees, taxes, administration fees or fare differences for revised tickets, penalties or upgrades, excess baggage.

If within the benefit ticket time limit emission (5 days) informed when the booking occurs, the corporative client does not pay the taxes and charges required, The Carriers will imply that the Corporative Client has desisted the Back End redemption request and the booking, so the redemption process will be annulled and the redeem value will be refunded to the Corporative Client’s account, applying the corresponding penalty (20% of the redeem value).

The refund will be made by way of credit, which will expire after 3 months following the credit application date in the corporate account.

What happens if the Back End balance is not enough to pay the total ​fare?

When the available Back End balance is not enough to cover the entire fare, the Corporate Client may pay for the difference in ticket value plus the taxes, airport charges, administration fee and charges which may arise, through the call center.

Is it possible to redeem tickets through a sale​s outlet?

It is not possible to redeem a ticket with the backend benefit at the point of sale. This process must be exclusively requested through the call center. ​​

How long is Back End be​nefit valid for?

The Back End benefit is valid for use one (1) year from the moment it is credited to the Corporate Client’s account. If the Back End was awarded through a promotion, its expiration will be defined in that promotion.

Is it possible to request the inclusion of tickets that were flown but not registered in Back End settlem​ent?

Once the quarter has been closed the Corporate Client will have thirty (30) calendar days to submit claims for tickets in the previous quarter that were not coded correctly (CC in the Tour Code field) and are not shown on the statement sent to the Corporate Client.


The claim must be sent to the respective Corporate Account Executive assigned by the Transporters. No claims will be received or processed for tickets flown in a quarter other than the previous one. Once the claim tickets are processed, these will be credited to the account in the next close and if the Corporate Client meets the minimum amount for tickets flown for the quarter the benefits will be reflected as adjustments.

What are the conditions of Back End​ credits from promotions?

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

Is it possible to request the refund of expired Back End benefits​?

It is not possible to refund expired Back End benefits for any reason. 

Is it possible to request an advance on Back End B​alance?

Back End advances are not allowed. If the accumulated balance in the Corporate Client’s account is insufficient to redeem the benefit, they may make up the difference with money so they can perform the redemption.

Is it possible to transfer the Back End balance from one compa​ny to another?


Under no circumstances may balances be transferred between Corporate Accounts, except when the accounts change their scope for which the rules established in the program apply or otherwise, in the following circumstances:

  • Merger
  • Liquidation
  • Division/demerger

If any of the above cases applies to the Corporate Client, they or their assignee interested in receiving the balance must send the request for transfer of the Back End balance in writing to the Corporate Account Executive assigned by the Transporters, enclosing legal support proving such an event. This request must be forwarded by the assigned Corporate Account Executive to the Corporate Segment Management attaching the supporting documents; the authorization for the transfer of balance shall be subject to the approval of the Corporate Segment Management. The balance may be transferred in part or total. If the request is approved, a Back End credit for the authorized amount will be made.

Is it possible to apply for Ba​ck End refunds?

It is possible to refund the value Back End debited from the account of corporate client, as long as the ticket has not been issued. In this case you will only reimburse 80% of the value debited Back End.

If your ticket was already issued, reimbursement will only apply in the following situations:


*Illness of the holder of the benefit ticket that prevents him or her from travelling.
*Death of the passenger or one of his or her parents, children, brothers, wife or husband, spouse or permanent partner.
*Termination of employment ticket’s beneficiary.

In these cases, a 100% reimbursement of the value deducted from the Back End account shall apply.

This benefit is not reimbursable in cash.

After the redemption of Back End balance has been authorized, can I pay the taxes with a personal credit card?

No. It is not possible to use a personal card to pay the Back End redemption taxes.


Upfront Benefit

What is an Upfront Benefit?​

They are discounts that apply over the base fare of published commercial classes*. Charges, administrative fees and taxes are excluded. The discount percentage varies depending on the level of negotiation of the corporate client.

What is the Account Code?


A code assigned to a corporate client used to apply the discounts assigned by Avianca.​

Do the discounts apply to purchases made at travel agencies?​

Yes. In order for discounts to apply on purchases at travel agencies the corporate client must notify its commercial advisor about the travel agencies where the corporate purchases will be made. Avianca may then authorize the Agency to use the Account Code used to apply the discounts.

On what routes does the Upfront Benefit apply?​

It applies only on routes operated by: Aerovías del continente americano S.A. Avianca, Trans American Airlines S.A., Taca International, and Avianca Costa Rica S.A., Isleña de Inversiones, S.A., Aerotaxis La Costeña and Aviateca S.A. and Servicios Aéreos Nacionales Sansa.

Do discounts apply for purchases made on the Avianca.com website?​

No, discounts only apply for purchases made on the programapreferencia.com corporate website, call center, Avianca sales points, travel agencies and other channels authorized by Avianca for corporate purchases.

On what commercial classes do Upfront discounts apply?​

They apply on all commercial classes except for U, T, S, W, Z and D classes.



​Class Upgrades

Class U​pgrades

What are the conditions of use for upgrades granted to the company?

The courtesy upgrades (Upgrade - UPG) are certificates to upgrade from Economy to Executive class, subject to availability in “I” class which have no cost for the company.

 

Upgrades assigned to the Corporate Client must be redeemed or the redemption request by email to as specified by the procedure below: 


The corporate client must send the request for Upgrade redemption by email to corporate@avianca.com from a corporate email. 


If the authorized officer forwards the process to other officials, whether they are the travelers, delegates or the authorized travel agency, they may request the courtesies the company has (upgrades) via corporate email, always copying the officer authorized to redeem them with Avianca or to one of the emails registered in the program.


Applies for the redemption of courtesy upgrades and upgrades with miles. 


This procedure replaces the sending of a request on company letterhead and signed by an authorized official. 

Observations: 

The email must include the following information: 


Basic information: agreement number, company name, name of the authorized officer, position of the authorized officer, travel information (including the following details: Booking Code, Name of the Traveler, Route, Travel dates, outbound, return YY-MM-DD and type of application taking into account the following: If the application is for Upgrades, indicate whether it is for a Miles upgrade or courtesy Upgrade.


The request may be filed at a minimum 4 hours prior to the flight departure for domestic routes and 6 hours for international routes, the flight and departure time must be included in the subject and must be submitted before 15:38 Colombian time.


So the upgrade request enters the waiting list* it is recommended that the client sends the request to the corporate@avianca.com email 72 hours prior to the scheduled flight departure.


* Note: The following clients are entitled to waiting list: 


  • Clients with Local or Group agreements with rank 3 (Silver), 4 (Platinum) and 5 (Diamond) 
  • ​Clients with Inter-regional agreements ​of rank 1 (Inter-regional plus), 2 (Inter-regional silver), 3 (Inter-regional platinum) and 4 (Inter-regional diamond)


It is also possible to redeem upgrades through the call center using the PIN or through the website using the Password. The request must be made a minimum of 72 hours prior to the scheduled flight departure. 


When the UPG is authorized, the Web Check-In service will not be enabled, and this process must be performed in the airport.

What tickets are eligible for Upgrades?

Upgrades can be awarded on routes operated by the airlines of the Avianca Holdings group (Avianca, Taca, Avianca Costa Rica S.A. and Codeshare flights operated with Avianca Ecuador S.A.). It does not apply to codeshare or Interline routes operated by airlines outside the Avianca Holdings group.


- Upgrades cannot be used ​for:


  • Promotional rates for routes operated by the Transporters in T and U classes.
  • Fare agreements for additional flights (charter).
  • Promotions or special offers
  • Avianca Tours and Taca Vacations packages.
  • Coupons or flights with other airlines.


When submitting the application you must have a reservation and a purchased ticket issued in the economy cabin. The commercial ticket must have the Corporate Code in the Tour Code field.  


Penalty or ​fare condi​tion ​waivers


What are the conditions of use for the penalty/fare condition waivers granted to the company?

The waiver courtesies are Certificates that can be redeemed by Corporate Clients to exempt them from the payment of penalties or conditions of a fare.


To apply for exemptions the corporate client must send the Waivers request by email to corporate@avianca.com from a corporate e-mail.


If the authorized officer forwards the process to other officials, whether they are the travelers, delegates or the authorized travel agency, they may request the courtesies the company has (Waiver) via corporate email, always copying the officer authorized to redeem them from Avianca or to one of the emails registered in the program.


Applies for the redemption of courtesy waivers. This procedure replaces the sending of a request on company letterhead and signed by an authorized official. 


Observations: 

The email must include the following information: 


Basic information: agreement number, company name, name of the authorized officer, position of the authorized officer, travel information (including the following details: Booking Code, Name of the Traveler, Route, Travel dates, outbound, return YY-MM-DD and type of application taking into account the following: If the application is for Waivers, indicate whether it is for fare or penalty. 


If the waiver request corresponds to a fare, it must specify which one among the following options: Purchase time limit, Advance purchase, Minimum stay, Maximum stay. 

If the waiver request corresponds to a penalty, you must specify which one is required among the following: Date change, route change, Flight change (time), Class Change, Permitted stop.


The request may be filed at a minimum 4 hours prior to the flight departure for domestic routes and 6 hours for international routes, the flight and departure time must be included in the subject and must be submitted before 15:38 Colombian time.

​It is also possible to redeem waivers through the call center using the PIN.  


Corporate Waivers are authorized and discounted per traveler. Corporate waivers do not exempt the payment of fare differences, no shows or refunds. 


Redemption applies for tickets issued in commercial classes on routes operated directly by the airlines of the Avianca Holdings Group (Avianca, Taca, Avianca Costa Rica S.A. and Codeshare flights operated with Avianca Ecuador S.A.). It does not apply to codeshare or Interline routes operated by airlines outside the Avianca Holdings group, whether they be domestic or international.

What are the types of penalties or fare conditions that may be exempted with the waivers?


Corporate Waivers can be redeemed to waive a fare condition or payment of a penalty in the following cases:


Penalties 

  • Penalty for changing date, route, flight (time) on a ticket - (CFE): Waive the penalty for changes of date, flight and route on a ticket. Any fare differences are not waived.
  • Penalty for permitted stops en route - (STO): Number of stops permitted in an itinerary with or without charge. When the stops are charged, the charge is waived for (1) one stop.


Fare conditions 


  • Minimum stay (MIN): Waives the fare restriction for the minimum stay of the passenger in a destination.
  • Maximum stay (MAX): Waives the fare restriction for the maximum stay of a passenger in a destination. Allows the client to stay up to 10 additional days above the fare restriction entitlement.
  • Ticketing timeout - (TTL): Allows extra time for payment of the ticket. The date may be deferred up to (7) additional days but under no circumstances may it be the same day as the flight departure.
  • Advance Purchase (APX): Waives the restriction on fares based on the amount of time in advance that a passenger must make a reservation to get that fare. There is no limit on the number of days granted.

What kind of tickets are eligible for waivers?


  • The purchased ticket must have the Corporate Code in the Tour Code field.
  • The penalty waivers may only be used once the fare has a charge for changes made.
  • Corporate Waivers do not apply to corporate benefit tickets issued with Backend, Corporate Miles or LifeMiles miles.
  • Waivers can only be used with fares published by the Transporters, on individual reservations and where the ticket will be issued with one of the Transporters. It does not apply to fares for wholesale, private, groups, AV Tours packages or corporate benefit tickets (Back End or miles).
  • The Waivers may be granted on airline tickets issued using Avianca, Taca or Avianca Costa Rica S.A. fares.


Waivers cannot be used with:

  • Specific negotiations or as defined in the corporate client agreement.
  • Fare agreements for additional flights (charter).
  • 2x1 promotions
  • Avianca Tours or Taca Vacations packages.
  • Tickets issued by other airlines.
  • Corporate benefit tickets redeemed with Back End, Corporate Miles or LifeMiles miles.

Can two or more courtesies or ben​efits apply to the same ticket?


No. Only one benefit per ticket can be applied. Upgrades, penalty waivers or any other additional benefit may not be applied to benefits on ticket redeemed with miles or Back End.


​LifeMiles Elite Cards

What requirements must a company emplo​yee meet to be eligible for promotion to LifeMiles Elite status awarded to the organization by Avianca Corporate?


Beneficiaries must already be registered or register to apply for the card for the LifeMiles frequent flyer program. This procedure is not carried out by the Transporters, enrollment must be personally done. Beneficiaries must comply with the regulations and all the policies of the LifeMiles program, and the conditions that are in effect at the time the card is used shall apply in full. On changing the level of the card as a beneficiary of the program for corporate travel the number of miles in the LifeMiles account will remain the same. 


Beneficiaries of the LifeMiles Elite cards will be the first and second administrative level officers of the Corporate Client structure who are already LifeMiles clients (not in the LifeMiles Elite category). The Corporate Client is responsible for allocating these cards according to the above criteria.


What are the conditions to apply for promotion to LifeMiles Elite status awarded to the organization by Avianca Corporate?


The Corporate Client may request a LifeMiles Elite card on behalf of an Eligible Passenger through the assigned sales assessor.


The number and type of LifeMiles Elite cards requested is only according to the parameters set by the Membership Level of the Corporate Client, city or country of registration of the Corporate Client.


For the redemption process the Corporate Client must have LifeMiles Silver, Gold and/or Diamond cards available in its basic range, these cards are identified as "Corporate Elite Cards".


Corporate Clients can have additional LifeMiles cards promoted other than the basic range, these are called "Special Corporate Elite Cards".


The Corporate Client staff who will receive the cards must be at the (basic) LifeMiles level to be promoted, or at least on a lower level.


The corporate benefit consists of promotion from the basic level to Silver or from a lower level to Gold or Diamond.


The courtesies granted by the Carriers under the Corporate Client Program to obtain a promotion of a LifeMiles card from a lower level to a LifeMiles Elite card must be requested by the Corporate Client within the period set out in the Affiliation Agreement signed by the Corporate Client. Any courtesy promotions to obtain LifeMiles Elite cards that are not requested during this period are not cumulative upon renewal of the Agreement for the following year, should it apply.


To learn more about the policies, terms and conditions as well as the benefits granted by the Elite cards of the LifeMiles program, see the website: www.lifemiles.com.

What is the validity of the ben​efits for promotion to LifeMiles Elite status?


The validity of the LifeMiles Elite cards provided as a benefit of the Program to Corporate Clients is subject to the validity of the agreement. The Corporate Account Executives of the Transporters must validate with the Corporate Client which cards they wish to renew, which must correspond to the cards of the staff who are still employed by the company at the end of the calendar year, in order to pass this information on to the Transporters for the renewal process.

If the employee who received an upgrade to LifeMiles Elite status leaves the organization, is it possible to release the space for another employee?


If a LifeMiles card was issued as part of the Corporate Client benefits and the employee to whom the card was granted has left, you can release the space under the following conditions:


  • The Corporate Client must deliver to the advisor assigned by the Transporter a communication in writing on company letterhead, expressly stating that the person no longer works with the Corporate Client.
  • The letter must be signed by one of the following people from the company: the President, General Manager, Legal Representative or the Buyer registered in the Program database.
  • The release of the space can be made as long as the card to be replaced is valid for more than three (3) months when the request is made.
  • If the card to be replaced expires in 3 months or less, the Corporate Client must wait until the card space currently assigned to the Corporate Client are released and reapply when quotas are renewed. 

If the employee​ who received an upgrade to LifeMiles Elite status obtained the status in their own right is it possible to release the space for another employee?

If the beneficiary of a LifeMiles card complies with the minimum mileage or journeys required for promotion to the Elite level without having had to apply for a courtesy promotion granted by the Transporters, but by earning miles directly through purchases made by the individual who is a LifeMiles member, the courtesy promotion already obtained by the Corporate Client corresponding to that LifeMiles card will not be awarded during the term of the Agreement, but will be granted to the Corporate Client in the following year, upon renewal of the Agreement, if applicable, according to the reclassification within the parameters established by the corporate travel program.

Programaprefere​ncia.com

What payment methods are accepted by Programapreferencia.com?

The means of payment are enabled depending on the country where the corporate client is affiliated to Avianca Corporate for making purchases. These are:

  • Debit Card
  • Credit Card
  • Payments in person in Perú: BCP, SafetyPay, InterBank


See more informa​tion about the payment methods​​.

How can I find information on the site?


There are various ways to find out information:


1. In the home page of the site clicking on the required option 

2. In the site map

3. In the search box by entering a keyword.

How to contact us


At the foot of every page there is a "Contact Us" option. This contains all the information about the various ways you can contact us. Choose the one you prefer.

Can I find online information about departures an​d arrivals? 

Yes. Go to the "Travel Services" option and then select "Flight Status" from the Main Menu.



Can I perform Web Check-In through Programapreferencia.com?

Yes. At the top of the page, select the Travel Services option, and from there the "Web Check-In" link. Once you have generated your e-ticket, you can use this option to get your boarding pass. You must do it from 24 hours up to 2 hours before your scheduled flight departure. 

  • Please note that our service is available for: 
  • Passengers with a confirmed reservation and issued ticket
  • Reservations of special services such as: reserved seats and special menus
  • Electronic tickets
  • Simultaneous booking for up to 9 travelers.
  • Tickets in any Class or with Class upgrades

 See more information about Web Check-In ​

Where can I find information about Avianca Corporate?

To find out information about Avianca Corporate click on the “Our Program” link on the top menu of the site, and find the “Why join our Program?” title.

Why is it safe buying through Programaprefere​ncia.com?

The consumer protection system that Programapreferencia.com uses is the same as the one used by Avianca.com and conforms to the highest level industry standards, comparable to that used by banks for their electronic transactions.

Additionally, Avianca has been validated and certified for security in electronic sites.

How do I know that my purchase was succe​ssful?

Verify that you have received the email sent by us confirming the number of the ticket purchased. You can also check the number using the Travel Services option at the top of the page in Programapreferencia.com, and clicking on the "Status of Tickets” link.

Whose name will be on the proof of ​purchase?

The proof of purchase is issued in the name of the person who will travel and is sent to the company’s email notification address. It is not possible to send the proof of purchase to the cardholder's name due to system programming. 

Whose name will be on the proof of purchase if I pay with a corpora​te card?

The proof of payment is issued in the name of the registered Traveler. It is not possible to send the proof of purchase in the company’s name. 

Can I request refunds for tickets purchased through Pr​eferenciacorporativo.com?

Yes. Please contact our call center and remember to take into account the restrictions of the purchased fare.

Can I cancel a purchase made through Preferenciac​orporativo.com?

Yes. To cancel an online purchase, the cardholder needs to contact our call center and an advisor will confirm the information. In addition to other data, you must provide the telephone number and city where you are located. Please note that cancellations are subject to the conditions and restrictions of the fare selected at the time of purchase.

Can I make changes to my ticket through Preferenciac​orporativo.com?

No. To make a change, you need to contact our call center and an advisor will confirm the information as long as the conditions of the selected fare allow it.

How can I get information about b​aggage for the scheduled flight? 

Select the "FLY WITH US" option at the top of the programapreferencia.com page. Look for the header "Before you fly” and select the baggage link where you will find all the necessary information. 



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