Frequently Asked Questions
AVIANCA CORPORATE “Corporate Travel Program”,
hereinafter the “Program”, is the loyalty
program for corporate clients of member airlines of the AVIANCA HOLDINGS
Group, collectively known as “the Airlines”, each individually
acting jointly but not severally, through which the Airlines seek to reward the
loyalty of corporate clients and their affiliates, offering benefits in
exchange for the purchase and use of passenger air transportation services,
under the terms and conditions and frequently asked questions set forth in the
1. General Terms. 1
2. Upfront Discounts. 2
3. Corporate Miles. 4
4. Corporate Upgrades. 9
5. Corporate Waivers. 11
6. Corporate Elite LifeMiles Cards. 13
7. What other benefits do companies
affiliated to the corporate program obtain?. 15
8. Other Services. 15
1. General Terms
1.1 What is the process to become a
member of Avianca Corporate?
The Program’s registration process will be
performed according to the following steps and conditions:
The entity that wants to belong to the Program may request enrollment
through the www.aviancacorporate.com website, completing the pre-registration
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:
NIT/RUT/CIF/DNI, main address, e-mail, phone number, contact officer, economic
sector, information of air transportation services used in furtherance of their
activity, among others.
The Airlines reserve their right to approve or reject the entity’s
pre-registration request to the Program.
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.
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 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.
2. Upfront Discounts
2.1 What are upfront discounts?
Percentage discounts with
the purchase of tickets over the published base fare (excluding airport fees,
administrative charges, fuel surcharge and other taxes according to the country
2.2 When do they apply?
a. The only apply on routes
operated by: Aerovías del Continente Americano S.A. Avianca, Trans American
Airlines S.A., Taca International, y Avianca Costa Rica S.A., Isleña de
Inversiones, S.A., Aerotaxis La Costeña and Aviateca S.A. and Servicios Aéreos
b. These discounts apply only
for fares published by the Transporters.
c. Application of Up Front
discounts is valid for any Institutional Purchase (purchase of tickets by the
corporate client charged to the entity’s budget).
d. The Corporate Client must
inform its assigned Sales Executive in writing, which point of sale or travel
agency is authorized to issue the tickets with corporate discount. The
Corporate Client is responsible for keeping the authorized agency’s information
updated. If the Corporate Client
purchases discount tickets through an unauthorized agency, debit notes will be
issued to the agency by the Airlines for applying an unauthorized discount.
e. Discounts do not apply to
private fares, or commercial fares in U, T, S, W, Z, G and A classes identified
with the respective fare basis (field in the ticket identifying the commercial
fare). They also do not apply to group fares, or are combinable with other
f. The authorized Up Front
discounts may only be applied at the travel agencies and/or points of sale
previously authorized and registered by the Corporate Client in the Agreement.
The Corporate Client is responsible for making sure that the authorized
sales channel (travel agency or Airline’s direct point of sale) always uses the
account code when quoting any fare, guaranteeing the correct coding and that
the discounts correspond to the Agreement for auditing purposes and to avoid
debit notes to the travel agencies or points of sale.
If the Account Code used by the client is assigned to another corporate
client, it may not be assigned to a new Corporate Client.
i. Discounts can be applied to
routes operated by a transporter other than the Airlines under codeshare (as
long as the codeshare agreement permits it) and will be subject to the
negotiation conditions agreed by the airlines under said codeshare agreement.
Discounts are not valid over child fares or for personal travel of
employees of the Corporate Client, except on those authorized by it. The
Airlines may apply the discount on child fares in the case of an Institutional
Purchase (except in purchases made on the corporate website, where child fare
discounts apply only according to the conditions of the purchased fare).
k. When a published fare is
authorized for a discount, as in the case of senior citizen, infant, child,
marine, group, etc., discounts (except for purchases on the corporate website
where the child and infant discount apply and the group or marine fare quotes
do not apply) only one discount must be applied, either the Agreement discounts
or the one offered with the published fare.
In no event are discounts combinable.
l. Discounts are not valid for
purchase of Avianca Tours packages.
m. Approval or modification of
the Program’s parameters shall be subject to evaluation and approval by the
2.3. How are registrations
and authorizations performed to apply Upfront discounts?
The Corporate Client must provide the following information regarding
the sales channels for tickets: GDS*, IATA and Pseudo authorized for the
Agreement in order to apply the discounts.
The Program assigns an account code for the distribution system (GDS),
depending on the purchase channel servicing the Corporate Client. If the Corporate Client has an account code
assigned for purchases made with another airline and it wishes to use the same
code for purchases with the Airlines, it is the Corporate Client’s
responsibility to inform the Transporters through the sales executive so that the
Revenue area loads the requested account code into the reservation system.
*Global Distribution System
(GDS): System on which the airlines load fares for booking and sales of
c. The account code is a
specific code assigned to a Corporate Client by the Airlines, identifying the
authorized discounts on specific routes operated by the Airlines and
automatically loads the Corporate Client’s Corporate Code (CC) in the Tour Code
field when the purchase channels makes quotes and later issues tickets using
the means provided by the Airlines for that purpose.
the Account Code is assigned, the Sales Executive assigned by the Airlines will
inform the Corporate Client and the travel agency designated by the
client. The travel agency or point of
sale is responsible for performing tests of the assigned account codes to
ensure the coding is correct and authorized discounts may be applied for the
Corporate Client. If the agency has problems quoting, it must contact the
corresponding sales executive to correct any inconsistency.
3. Corporate Miles
What are they and how can I earn Corporate Miles for my Company?
They are miles that the
Corporate Client earns for each dollar purchased 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.
Miles will be reflected on
the account when the tickets are properly identified with the Corporate Code
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.
Are there restrictions when earning Corporate Miles?
Corporate Miles will not be
credited to the Corporate Client’s account in the case of:
Tickets (not flown, lost or expired)
issued with special fares (fares to which the general public does not have
redeemed with Corporate Miles, LifeMiles or Back End.
charter or tour conductor tickets.
issued with student, Avianca Tours, wholesale or marine fares.
charter tickets, “tour conductor” tickets, airline employee tickets or others
traveling with any type of pass, benefit or discount.
3.3. What are the
conditions for Miles obtained with promotions?
The Corporate Client may obtain additional Corporate
Miles in addition to the basic negotiation (miles or upfront) 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.
3.4. Can a traveler earn
LifeMiles at the same time the company is earning Corporate Miles?
Yes, each time a client
travels with a ticket paid as an institutional purchase (using the company’s
budget) he or she will be earning LifeMiles as long as he or she uses the
frequent flyer number and the ticket has been coded with the company’s
corporate code (CC) to earn corporate miles.
When will Corporate Miles be earned?
Miles obtained for purchases and monthly use will be earned on the following
month after the trip is completed. The corporate program will send an e-mail to
the emails registered for the program administrator and the authorized contact
to receive account statements and notifications, informing of Miles earned.
Do Corporate Miles expire?
Yes, miles are valid for
two (2) years as of the date on which they are earned. Miles not redeemed after
two (2) years will expire without the right to refund.
Is it possible to request the inclusion of flown tickets not registered in the
Corporate Miles settlement?
- 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
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:
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 with the company’s CC.
Tickets purchased by the client on Avianca.com when the purchase flow on
the corporate site experienced problems or maintenance issues.
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.
Purchases made during periods of implementation or freeze periods during
which the client did not obtain the agreement code or CC in time.
How can I use Corporate Miles?
Benefit tickets can be
redeemed on eligible flights by contacting the call center and using the
company’s PIN. Applicable taxes, fees and charges will be charged upon issuing
Benefit tickets do not
apply for flights on companies operated by other airlines on codeshare.
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
What methods of payment can be used to pay for taxes, fees and charges?
Payable 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.
The credit card must be previously registered with the corporate program
by sending a letter on company letterhead listing the persons authorized to
make purchases using this method of payment to firstname.lastname@example.org.
credit card may be registered online when making a reservation.
What happens if there are not enough Corporate Miles for a 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.
How many Corporate Miles are required to redeem a ticket?
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 and seasons, among others.
How can I redeem an upgrade using Corporate Miles?
It must be redeemed through
the call center using the company’s PIN. Upgrades can only be requested on
eligible flights. They apply for tickets issued on commercial classes, except
for T and U classes, and they are subject to availability on I class.
Is it possible to transfer a Corporate Miles balance from one company to
For no reason may miles
balances may be transferred between Affiliated Companies, except in cases when
the accounts change their scope, in which case the rules of the program shall
apply or otherwise in the following cases:
If the Corporate Client
falls under any of the above cases, the Corporate Client or the assignee
interested in receiving the balance must send a Back End balance transfer
request to the sales executive assigned by the Airlines with a legal supporting
document that serves as evidence of the event.
Can Program miles be transferred for corporate trips to the LifeMiles Frequent
Flyer Program and vice versa?
Transfer of miles to
accounts of other airline programs or any other airline are not allowed, and
What changes can be made over a ticket redeemed with Corporate Miles?
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 50 US charge, which may vary
depending on the redeemed class and the ticket’s origin and destination, plus
local applicable taxes over the charge.
Once issued, benefit
tickets will be valid for one (1) year.
Are tickets redeemed with corporate miles refundable?
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
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 email@example.com, attaching the respective supporting
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.
partially used corporate miles benefit ticket is not refundable.
Can a Corporate Miles ticket be transferred to another person?
transfer requests may only be requested through the Corporate Call Center,
after verifying the PIN and the security questions.
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.
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
Note: Does not apply for route changes.
4. Corporate Upgrades
4.1. What are
Corporate Upgrades and what conditions apply for their redemption?
Corporate Upgrades are
certificates for upgrades from economy to business class cabin, subject to
availability in Class I. They are obtained by Corporate Clients affiliated to
the Program, according to the applicable level or rank per country, through
upfront, miles or Back End negotiations.
The discount for redeeming
these types of segments is one upgrade per passenger and per segment.
Redemption applies for
tickets issued in commercial classes, except for T and U classes, on routes
covered by the Airlines on domestic, international and transatlantic flights,
subject to availability. Also, they cannot be used on agreement fares for
additional flights (charters), Avianca Tours plans, group reservations (G
Class) or segments flown with other airlines.
Commercial classes may be
modified without prior notice.
The requested must be
processed at least 2 hours prior to departure of the flight on domestic routes
and 4 hours before for international flights.
For the upgrade request to
enter the waiting list** we recommend that the client e-mails the request to
firstname.lastname@example.org at least 72 hours prior to departure of the flight.
**Note: The following
levels of Clients in the corporate program are entitled to the waiting list:
- Diamond and Gold
Upgrades can be granted for
Back End tickets.
When the Upgrade is
authorized, the web check-in service will not be enabled and the process must
be performed at the airport.
Upgrades assigned to the
Corporate Client may be redeemed using the following options: By e-mail request
writing at email@example.com, on the corporate website www.aviancacorporate.com
or at the Call Center.
Redemptions can be applied
to all travelers included in the booking or for a specific traveler.
Upgrades on two segments
for the same request or transaction (Inbound and Outbound or Multi-destination)
can be redeemed.
The maximum number of
passengers to grant Upgrades is eight per booking. However, other restrictions may apply, such
as availability in “I” class.
Upgrades may be redeemed on
reservations with an authorized corporate waiver.
What channels can be used to redeem corporate upgrades?
a. E-mail request at firstname.lastname@example.org
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 email@example.com and
copying the program administrator.
Applies for redemption of
courtesy upgrades or Corporate Miles upgrades.
The e-mail must include the
following information: basic company information; agreement number, company
name, name of the authorized official, position of the authorized official,
travel information (indicating: reservation code, name of the traveler, route,
dates, outbound and inbound YY-MM-DD and type of request considering the
following: for an Upgrade request indicate if it is a courtesy or miles
b. E-mail request at firstname.lastname@example.org
Upgrade redemption on the
website requires entering the Corporate Code (CC) and the password assigned by
the Program Administrator or the website.
Upgrade requests with
operational stopovers will be debited per segment; we therefore suggest making
these requests through the Call Center.
If the client wants to
redeem over an additional segment, he(she must search for the booking again and
select the corresponding segment.
Authorization on the
website is not authorized in the following cases. However, when contacting the call
center the following redemptions are possible:
ü Ticket issued with Back End
or Miles corporate benefit.
ü Bookings with Infants
(younger than 2 years).
c. Requests made through the Corporate
Why would an Upgrade not be redeemable through the website?
The most common reasons why
an Upgrade is not redeemable are:
Insufficient Upgrade balance on the corporate account.
No availability in “I” class (Business Class Cabin).
Ticket was not coded with the corporate code (CC and agreement number)
in the Tour Code field.
Request for segments with promotional fares or segments operated by
airlines other than Avianca Holdings.
Tickets not issued for passengers in the reservation.
Passengers in the reservation exceed the number of available Upgrades.
System intermittence and/or of the corporate website.
5. Corporate Waivers
What are corporate waivers and how are they redeemed?
They are certificates that
may be redeemed by Corporate Clients to waive payment of penalty or fare conditions,
and applicable to the following:
Corporate waivers are authorized and discounted per traveler.
The request must be processed at least 4 hours prior to departure of the
flight on domestic routes and 6 hours before for international flights.
The redemption applies for tickets issued in commercial classes on
routes directly operated by the Airlines.
Penalty waivers can only be used when the fare does not have any charges
for changes, subject to its conditions.
Waivers can be applied on corporate benefit tickets issued with Back End
or Corporate miles. The request must be made by e-mail at email@example.com
Corporate waivers do not waive payment of fare differences, no-shows or
Waivers are not refundable.
Waivers can only be used with fares published by the Airlines,
individual bookings and when issuing a ticket with the plates of one of the
Airlines. Does not apply for wholesale, private, group fares, AV Tours or
tickets with a code other than the corporate purchase identified with the
Corporate Code (CC) in the Tour Code field.
In the Program’s structure, name changes with issued tickets are by
default exempt from charges. Therefore,
a Corporate Client may use waivers for any type of change except name
The name change may be
requested by the corporate client, the Sales Executive or the travel agency
servicing the company. The name change request document must be signed by a
corporate contact or legal representative.
5.2. What types of waivers can be redeemed?
- Date, route, flight
(time) changes on a ticket:
- Penalty for
permitted stopover on the route: When there is a charge for stopovers,
this Waiver applies to one (1) stop.
- Minimum stay:
Waives the minimum stay fare restriction of the passenger at a
- 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
- 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
- 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.
What channels can be used to redeem waivers?
Waivers assigned to the Corporate Client may be redeemed using the
a. E-mail request at
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 firstname.lastname@example.org and copying the program administrator.
The e-mail must include the
following information: agreement number, company name, name of the authorized
official, position of the authorized official, travel information (indicating
the following information: reservation code, name of the traveler, route,
dates, outbound and inbound, YY-MM-DD and type of request for a fare condition
Requests made through the Corporate Call Center.
Waivers are requested
through the Call Center, entering the PIN assigned by a responsible person or
the Program Administrator.
6. Corporate Elite LifeMiles Cards
6.1. What are they and what are these conditions?
LifeMiles cards may be requested under the following conditions:
and Interregional Agreements:
Membership: Under an agreement, the Corporate Client may define the beneficiaries
of Elite Cards.
Agreement Renewal: Taking into account the expiration dates for agreements (March 31 or
September 31*), at the latest one month after the agreement expires, the
customer may make a request to keep the benefit of guests for this period or
add new beneficiaries. If the beneficiary has not confirmed if he or she
continues with the invitation, the cards will be downgraded to LifeMiles or
basic level, until permanence in the Elite invitation level is maintained.
During the term of the agreement: The request may be processed during the first five
days of each month.
IMPORTANT: This process must be made with the accompaniment of the Sales
* For Interregional agreements the expiration date will be defined in
the affiliation agreement.
It is required that the Corporate Client has availability of the
LifeMiles Silver, Gold and/or Diamond cards in its basic offer to request the
redemption process. These cards are identified as “Corporate Elite Cards”.
When requesting Corporate LifeMiles elite cards, the beneficiaries must
be registered or register with the LifeMiles program. This procedure is not
performed by the Airlines since the registration is personal. They must comply
with the rules and applicable policies and conditions of the LifeMiles program
valid when using the card. When changing level, the account status will keep
the same number of miles.
They may only request the number and type of LifeMiles Elite cards
pursuant to the parameters established by the Corporate Client’s membership
level with the AVIANCA CORPORATE program, city or country of registration of
the Corporate Client.
Beneficiaries of LifeMiles Elite cards must be first or second level
administrative officers within the Corporate Client’s structure and they must
be LifeMiles clients in a category other than LifeMiles Elite.
The validity of LifeMiles Elite cards provided as a benefit of the
Program to Corporate Clients is subject to the validity of the corporate
Courtesies granted by the Airlines under the Corporate Client Program to
obtain upgrade of a LifeMiles card of lower level to a LifeMiles Elite card
must be requested by the Corporate Client within the validity of the
Affiliation Agreement signed by the Corporate Client. Courtesy upgrades to
obtain LifeMiles Elite cards that are not requested within that term will not
be earned for the following renewal of the Agreement, if applicable.
The Airlines’ Sales Executives must verify with the Corporate Client
which cards it wishes to renew and they must correspond to the cards of
officers who remain employed with the Corporate Client.
If a LifeMiles card was granted as a benefit to the Corporate Client and
the employee to whom the card was given no longer works with the company, the
quota may be released under the following conditions:
§ The Corporate Client must
submit a letter on company letterhead to the Sales Executive, expressly
informing that said person no longer works with the Corporate Client.
§ The letter must be signed
by the President, General Manager or Legal Representative or purchase decision
maker registered on the Program’s database.
§ Quota releases must be
performed as long as the card being replaced is valid for at least three (3)
§ If the card being replaced
is valid for or less than three (3) months, the Corporate Client must wait for
other currently assigned quotas to be released and requested again when quotas
§ If the beneficiary of a
LifeMiles card meets the minimum mileage or segments required to reach Elite
level without requesting the courtesy upgrade granted by the Airlines, but
rather due to miles earned for purchases made directly by the natural LifeMiles
member, the courtesy upgrade obtained by the Corporate Client corresponding to
that LifeMiles card will not be granted during the term of the Agreement, but
will be granted to the Corporate Client during the year following renewal of
the Agreement, if it applies according to reclassification within the
parameters established by the Program for corporate travel.
The beneficiary may
download the LifeMiles application on his or her mobile phone, which will serve
the same purpose as the physical card. The application may be downloaded from
the official Apple and Android stores: App Store and Play Store
7. What other benefits do companies affiliated to the corporate program obtain?
In addition to the
discounts or corporate miles and courtesies (upgrades, waivers and LifeMiles
cards) our program has other benefits such as the privilege network
(partnerships with third parties through which corporate clients may enjoy
special benefits), name transfer on commercial tickets, back end tickets and
corporate miles tickets.
8. Other Services
8.1 What is the status of my ticket?
Information about the ticket is requested through the call center, the security questions are asked and the call center advisor proceeds to inform about the status of the ticket and fare conditions, if requested by the client.
8.2 What is the free allowed baggage?
This is a request to find out the baggage allowance according to the route and level of the frequent flyer. Also when there are segments with other airlines included in the ticket. The information is published on avianca.com.
8.3 What is the status of
This is a request to validate the status of
flights, to confirm if they are operating normally or if there is an