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Passenger guide

Information about flights and bookings

This information supplements the Air Carriage Contract and is based on the current Resolutions included in RAC 3 of the Regulations of the Civil Aviation Authority of Colombia. It contains some of the main rights and obligations of passengers and carriers, or travel agencies acting on the behalf of carriers, in relation to commercial air services provided by airlines in Colombia for the scheduled carriage of passengers.

This information is not exhaustive but is presented by way of illustration and without prejudice to the rights and obligations indicated in the Code of Commerce, the Regulations of the Civil Aviation Authority of Colombia and the International Agreements of the conventions of Warsaw/29, The Hague/55, Montreal/99 and Decision 619 of the Andean Community, or those that amend or replace them, pertaining to international air carriage.

You are kindly invited to view the complete text of RAC 3 of the Regulations of the Civil Aviation Authority of Colombia

 

More information

General Rules

1 Accuracy of information

Passengers must provide the airline, travel agent or other authorised intermediaries with accurate information about their personal details. At the very least, these details will include their full name, identification document, postal and email address and contact telephone number at the place where the ticket is purchased or origin of the journey and the destination, as well as the name, address and telephone number of a person, irrespective of the place, who may be contacted in the event of an accident or other contingency and from whom they, the passengers, have obtained consent to pass on these personal details.

If the information supplied by passengers is incorrect, incomplete or inaccurate, the air carrier will not be held liable for the lack of information provided to passengers regarding any flight or itinerary changes that may arise.

The details of the person to contact in the event of an accident or other contingency must be supplied by passengers when the booking is made, or at the very latest when the ticket is acquired.

If the booking or sale of the ticket is performed by a travel agency or representative, or another intermediary, they are obliged to pass on these details to the carrier; otherwise, they will be liable for contacting the user if and when required.

 

2 Deadlines for purchasing tickets

If at the time of the booking passengers are informed that they must purchase and pay for their tickets before a specific date, in relation to certain fares, they must do so and provide confirmation of payment on that date at the latest, abiding by the carrier's approved terms and conditions in this respect. Otherwise, the booking may be cancelled without prior notice.

 

3 Payment of the ticket

On purchasing their ticket, passengers are obliged to pay the price fixed in line with the current fare, using the agreed method (cash, credit, credit card, cheque, etc.).

 

4 Surpluses

Passengers will be obliged to pay the surplus if they decide to travel using a coupon for a higher fare than the one agreed previously or that falls outside the scope of the terms and conditions agreed in the case of promotional fares. Likewise, passengers will be refunded the surplus if they travel in a category or class lower than the one purchased.

 

5 Booking confirmation

In accordance with the terms and conditions of carriage, passengers will not need to reconfirm their booking, unless expressly requested by the carrier. However, passengers who have purchased a ticket and booked a round-trip flight or a flight with connection(s) and then decide not to use the ticket for the outbound leg, or the leg before the connection, because they have completed that leg on another flight by the same or another airline, or have used a different transport mode, must inform the airline that they will be taking the next leg or return flight, if that is the case, in order to confirm their use of that coupon. This confirmation must be made before the departure of the flight corresponding to the first leg, or at the very latest one hour after departure. Otherwise the airline may make use of the booking made for the leg after the connection and/or return flight, as applicable.

 

6 Errors in the issue of tickets

If passengers detect an error in the information on their ticket, attributable to the airline or intermediary, they must immediately ask the carrier or agent to correct it. Passengers will not be liable for any additional payment for the correction made.

 

7 Information about changes

If there are any changes to flights, times or any other aspect that affects the booking agreed, the airline or travel agency through which the booking was made (if the agency has been informed) must notify passengers by the fastest possible means (telephone, fax, email, etc.) and at the very latest twenty-four (24) hours before the flight.

Exceptions to this obligation are sudden and unforeseen changes arising from situations such as weather conditions, technical failures, operational conditions or any other situations arising less than twenty-four (24) hours before the flight which prevent its normal and punctual operation. In any case, passengers must be informed as soon as possible.

 

8 Validity

The ticket will be valid for a maximum of one (1) year, without prejudice to its extension by the carrier, or will be valid for the duration specified in the terms and conditions of the fare at which it was purchased.

For passengers who decide to travel once this validity has expired, the airline or agency must issue a new ticket, without prejudice to the additional costs that passengers must pay pursuant to the fare valid at the time. Likewise, passengers who decide not to travel will be entitled to a refund from the airline of the price paid for the ticket, without prejudice to any reductions that may apply.

 

9 Cancellation or change of booking

If a booking is not going to be used, passengers must cancel it at least twenty-four (24) hours before the flight, unless the booking is for a return flight on the same day. The withholdings applicable to the fare if the ticket is surrendered will apply, up to a maximum of 10% of the price of the ticket (excluding fees, taxes and administrative charge). However, in the case of promotional fares the aforementioned limit will not apply.

Passengers wishing to change their booking in any way must also request it at least twenty-four (24) hours before their flight, except in the case of fares with restrictions and special confirmation obligations, and they will be liable for any surcharges pursuant to the fare terms and conditions and coupon availabilities.

 

10 Information about special passenger requirements

Passengers who require special conditions or equipment for their flight, such as medical oxygen or a wheelchair, must submit a request at the time of booking or at least twenty-four (24) hours before the flight so that these items may be set aside on their behalf, if the airline provides this service. In any case, the carrier must be able to provide the appropriate equipment and logistics for the safe boarding, disembarkation and mobility of these passengers with special requirements, avoiding all procedures that may put them at risk, cause them pain or aggravate their condition in any way.

Likewise, passengers travelling with a pet must inform the carrier at the time of booking or at least twenty-four (24) hours before the flight, indicating whether a crate will be required for its carriage so that this may be set aside.

Passengers must also inform the carrier if they are travelling with a bulky item or an item subject to any type of restriction or that requires the use of special equipment or procedures for its carriage so that these may be set aside, if the airline provides this service.

 

11 Special assistance for sick or mentally impaired passengers and minors

In accordance with Article 1005 of the Code of the Commerce, when the carrier knowingly accepts sick or mentally impaired passengers or minors for boarding, it must, within its capacity, provide them with the habitual assistance required for their status or condition. It must also provide all available aid and assistance to passengers who suddenly sustain an injury or become ill during the flight.

For the carriage of these passengers, the airline requires a medical certificate issued no more than twelve (12) hours before the flight, as stipulated in Chapter VIII of the Airport Operations Manual. This certificate must indicate the relevant professional register and the passenger's state of health and ability to travel by air. Likewise, depending on the specific conditions of the passenger, a doctor or another competent person may be required to assist him or her during the journey at their own cost, unless the medical certificate states that this is not necessary.

In accordance with the aforementioned terms and conditions, the airline may apply a surcharge if required to allocate members of staff to assist the passenger or if required to provide any assistance that implies a cost for the airline.

 

12 Carriage of minors

On international routes (departing from Colombia), all minors under the age of two (2) will be charged a maximum fare equivalent to 10% of the total price paid by the accompanying adult, provided that the minor's booking is made at the same as the accompanying adult's booking. The airline will be exempted from this rule in the case of published promotional fares.

Minors who are not travelling with their parents or legal representative, or a responsible adult authorised by them, must be recommended to the airline in accordance with the terms and conditions indicated by the airline, which may apply a surcharge if required to allocate additional staff to look after the minor or provide any additional assistance that implies a cost for the airline. These surcharges must be public knowledge and must be reiterated to the person who purchases the minor's ticket at the time of the purchase.

The minor's parents or legal representatives must supply the personal details of the person authorised to collect the minor at the destination. It is understood that consent to pass on these personal details will have been obtained in advance for these purposes.

For the carriage of the minors discussed here, airlines are subject to the stipulations of Law 1098 of 2006 on children and adolescents. In particular they are subject to the stipulations of Article 89, point 11 of that law regarding the support of the police, migration and other competent authorities in relation to the permanent surveillance of children and adolescents passing through land, air and sea terminals, and to Article 110 regarding permission to leave the country.

To avoid the sexual exploitation of children and adolescents, all commercial air carriage services must abide by the stipulations of Law 679 of 2001, supplemented by Law 1336 of 2009, and of Resolution 04311 of 2010 of the Special Administrative Unit of Civil Aviation. Accordingly, they must adopt a self-regulation procedure or code of conduct and ensure full compliance by their legal representatives, directors, administrators, employees and sub-contractors engaged in the provision of air carriage services.

 

13 Pregnant women

Pregnant women should not fly beyond thirty (30) weeks, unless the journey is strictly necessary. In any case, these passengers must provide the carrier with a medical certificate stating that they are fit to fly and waiving the airline's liability in the event of any circumstances connected with their pregnancy that may arise during the flight.

This medical certificate must indicate the specific journey and duration of the flight, and it must be issued no more than twenty-four (24) hours in advance.

 

14 Presentation of passengers

Passengers must present themselves at the departure airport and check in within the time indicated by the travel agency or airline at the time of booking or purchase. If no indication is provided, they must arrive at least one (1) hour before the departure of a domestic flight and at least two (2) hours before the departure of an international flight.

In the case of passengers who do not present themselves for their flight within the aforementioned times, the carrier may make use of their coupon. However, if there are seats available and the flight has not yet been closed when they present themselves, they may be allowed to board.

Passengers who do not present themselves or present themselves late and miss their flight may be assigned a coupon and booking on another flight. In such cases the carrier may impose a penalty of up to ten percent (10%) of the price paid by the passenger for the leg in question, payable before boarding.

 

15 Passenger identification

Passengers must identify themselves and present their travel documents (ticket, passport, etc.) when requested to do so by the carrier or the migration, police or custom authorities at airports. The airline may deny boarding to any passengers who do not present the identification documents required.

For the carriage of minors, their parents or representatives must present a copy of the civil registry or equivalent identification document.

 

16 Cancellations, disruptions and delays

In accordance with the provisions of Article 1882 of the Code of Commerce, if the flight cannot commence in the stipulated conditions or is delayed for reasons of force majeure or weather conditions affecting safety, the carrier will be released from its responsibility and will refund the price of the ticket. In these cases passengers may demand the immediate refund of the total price without any penalty.

If the flight is disrupted once it has begun for any of the reasons indicated above, the carrier will be obliged to execute the carriage of passengers and their baggage at its own cost, using the fastest possible means to take them to their destination, unless the passengers opt for a refund of the proportional part of the price paid for the leg of the journey not undertaken.

The carrier will also be liable for all reasonable maintenance and accommodation costs derived from any disruption.

 

17 Compensation for passengers

In the case of cancellations, disruptions and delays where no refund has been paid, or any other event attributable to the carrier, including overbooking, the carrier will be obliged to compensate passengers as follows:

  • Delays. If the delay occurs at the beginning of the flight (initiation of taxiing immediately before take-off) and the aircraft misses its scheduled slot authorised by the Civil Aviation Authority of Colombia, the following applies:

    • For delays of more than one (1) hour but less than three (3), passengers will be provided with a refreshment and will be allowed to make a telephone call lasting no longer than three (3) minutes, or use a faster communication method if available, either to the place of destination or to the place of origin in the case of connections, as required by the passenger. However, if the reason for the delay has been resolved and the flight is about to leave (within the next fifteen (15) minutes), the carrier may withhold this compensation, especially if its provision would cause a greater delay.

    • For delays of more than three (3) hours but less than five (5), in addition to the above passengers must be provided with food (breakfast, lunch or dinner, depending on the time of day).

    • For delays of more than five (5) hours, in addition to the above the carrier must compensate passengers as stipulated in paragraph (f). However, for delays that extend beyond 10:00 PM (local time) the airline must also provide accommodation (for passengers not located in the place of residence) and pay the transfer costs from the airport to the accommodation and vice versa, unless the passenger voluntarily agrees to continue waiting because the flight is expected to depart within a reasonable time.

  • Disruption of carriage. In cases where carriage is disrupted, and as stated in the above paragraph, if passengers opt to decline the refund of the proportional part of the price for the leg of the journey not covered, they will receive compensation for the delay experienced until the journey is renewed, as indicated in paragraph (a) above.

  • Cancellations. In cases where the airline decides to cancel the flight and passengers with a confirmed booked have not received a refund of the price of the ticket, the airline will be obliged to pay the accommodation costs of passengers (if they are not located in the place of residence) and also the transfer costs from the airport to the accommodation and vice versa.

In cases where a flight is delayed and then cancelled, passengers will receive the compensation indicated in paragraph (a), as applicable.

In cases of cancellations not caused by force majeure or weather conditions affecting safety, in addition to a refund of the price paid for the cancelled flight passengers will receive additional compensation, as stated in paragraph (f ).

If a cancellation or another circumstance results in passengers being transferred to another flight operated by the same airline or a different one, passengers will receive the compensation indicated above, based on the length of the wait until the departure of the other flight. If it departs within six (6) hours of the scheduled departure of the original flight, the additional compensation indicated in paragraph (f) will not apply.

  • Overbooking. If boarding is denied because of overbooking or any other reason attributable to the airline, in the case of passengers with a booking who have presented themselves at the airport sufficiently in advance of their flight the carrier will be obliged to take them to their final destination on the next available flight operated by the same airline, on the same day and via the same route. If there are no available flights, the carrier must make all the necessary arrangements and pay the costs of boarding passengers as soon as possible on a flight operated by another airline.

  • Flights brought forward. If the airline brings a flight forward by more than one hour and does not inform passengers, or if passengers have been informed but cannot travel at the new time imposed, the airline will be obliged to carry them to their final destination on the next flight that is convenient for them, operated by the same airline and via the same route. If there are no available flights, the carrier must make all the necessary arrangements and pay the costs of boarding passengers as soon as possible on a flight operated by another airline. In these cases, passengers will not be obliged to pay a surcharge if the new coupon corresponds to a higher fare. Passengers who do not accept any of these alternatives may demand a refund of the price paid for the leg or legs, without any penalty.

  • Additional compensation. In the cases described below, the airline must compensate passengers by paying them an additional sum, equivalent to at least thirty percent (30%) of the value of the leg. This will be payable in cash unless passengers expressly accept another method in the form of tickets for routes operated by the airline, vouchers to purchase tickets, recognition of miles, etc.

  • Overbooking, when there is no direct agreement with passengers to voluntarily give up their seat on the flight purchased.

  • Delay of more than five (5) hours for reasons attributable to the carrier.

  • Cancellation of the flight for reasons attributable to the carrier. For the purposes of calculating compensation for a single leg, the total price paid for the ticket is multiplied by the difference between the distance of that leg and the total distance.

  • Transit and connections. The compensation described above will also apply to passengers in transit or connection with the same airline or under an interline cooperation agreement who cannot continue their journey.

In these cases the airline or airlines will confirm that passengers having a boarding pass for the flight on the next leg of their journey and will be liable for any delays attributable to them that extend beyond the transit or connection times agreed with passengers.

18 Refunds

  • Surrender of ticket by passenger

In relation to point 3.10.1.8.1. of the RAC on Ticket Surrender: in accordance with Article 1878 of the Code of Commerce, passengers may surrender their ticket before their journey commences, informing the carrier or travel agency at least twenty-four (24) hours before the departure of the flight. In these cases, the carrier or travel agency may retain a sum of money in accordance with the provisions described in this paragraph. Pursuant to the fare terms and conditions, the carrier or travel agency may withhold an agreed percentage, which may not exceed 10% of the fare, excluding fees, taxes and administrative charge. The sum withheld from the passenger will be executed on the carrier's behalf. The provisions described in this paragraph do not apply in the case of promotional fares, unless agreed by the carrier, in which case they will apply with the terms and conditions stated. Promotional fares may not be published or offered until their terms and conditions have been registered with the Air Carriage Office of the Special Administrative Unit of Civil Aviation (UAEAC). In cases of ticket surrender, the airline or agency that sold the ticket will instruct the financial institution to make the relevant refund within five (5) business days of the passenger's request. The airline and/or travel agency must refund the money to the passenger within thirty (30) calendar days of the surrender notification. In the case of passengers who surrender their ticket by informing the travel agency that acted as intermediary in selling the ticket, it will be the agency that makes the refund once the airline has made the relevant amount available, without prejudice to the deadline of thirty (30) days stipulated above for refunding the money to passengers.

Passengers who surrender their ticket will be entitled to a refund of the price paid for the ticket provided that the fare is refundable and they inform IBERIA at least twenty-four (24) hours before the departure of the flight.

The withholdings applicable to the fare in cases of ticket surrender will apply, up to a maximum of 10% of the price of the ticket (excluding fees, taxes and administrative charge). Promotional fares are not refundable in cases of ticket surrender.

In the case of passengers who surrender their ticket because a change in the flight time or conditions attributable to the airline renders their journey impractical or inconvenient, there will be no penalty or percentage withheld for the refund.

  • Withdrawal by passenger (only applicable to tickets purchased via www.iberia.com for Colombia, or via the Iberia Call Centre for Colombia)

In relation to point 3.10.1.8.2: Withdrawal in cases of sales made through the non-traditional or remote methods stated in Decree 1499 of 2014. Where contracts to provide passengers with an air carriage service are executed through the sale mechanisms stated in Decree 1499 of 2014, the right to withdrawal by the ticket purchaser will be agreed as follows: (a) It may be exercised through any of the seller's customer service channels within forty-eight (48) hours of purchase. (b) In the case of domestic operations, it must be exercised within at least eight (8) calendar days of the date scheduled for the beginning of the flight. In the case of international operations, the deadline will be at least fifteen (15) calendar days. (c) This applies to sales made through the non-traditional or remote methods stated in Decree 1499 of 2014. (d) The aforementioned conditions are indispensable and are not mutually exclusive. (e) The sum withheld from the passenger will be executed on the carrier's behalf and will be equivalent to sixty thousand pesos ($60,000.00) for domestic tickets or fifty US dollars (US$50) for international tickets, at the official rate of exchange approved by the Bank of the Republic on the day the passenger notifies the withdrawal to the carrier or travel agency. In any case, the sum withheld may not exceed ten percent (10%) of the fare, excluding fees, taxes and administrative charge. (f ) The sums stated in this point will be adjusted on the first of February every year in line with the increase in the Consumer Price Index (CPI) since the previous year. (g) The airline or travel agency that sold the ticket must refund the money to passengers within thirty (30) calendar days of the withdrawal notification. (h) In the case of passengers who exercise their right of withdrawal by informing the travel agency that acted as intermediary in selling the ticket, it will be the agency that makes the applicable refund once the airline has made the relevant amount available, without prejudice to the deadline of thirty (30) days stipulated above for refunding the money to passengers. (i) Passengers will also be entitled to a refund of the airport tax. Fees, taxes and/or contributions that are not legally refundable are excluded.

For tickets purchased via www.iberia.com for Colombia or via the Iberia Call Centre for Colombia, passengers may request the withdrawal of their purchase by informing IBERIA within forty-eight (48) hours of their purchase, provided that there are still 15 or more calendar days remaining for the departure of their flight in the case of international routes and 7 days in the case of domestic flights.

In these cases, IBERIA will withhold from the refund the amount that is the smallest between i) US$50; and ii) 10% of the ticket price (excluding fees, taxes and administrative charge).

  • Loss of ticket

Passengers alleging the loss or total destruction of their ticket are entitled to have a new one issued or to claim a refund of its value on presentation of the corresponding police report. Tickets that have been confirmed as lost or destroyed, or whose validity has expired, may not be used by anyone else.

  • Breach by passenger

The value of a ticket or the proportional part of the leg or journey not covered may be refunded in cases where passengers are in breach of their obligations, misbehave or cause a disruption and the carrier is obliged to refuse to carry them or interrupt their carriage. In these cases the carrier may withhold the percentage indicated above as well as the amounts corresponding to the costs or delays incurred by such conduct.

 

19 Type of currency

All refunds made in Colombia will be paid in Colombian pesos.

In the case of international tickets valued in dollars, the official rate of exchange valid at the time of purchase will apply.

 

20 Immediacy of refunds

In accordance with Article 1882 of the Code of Commerce, all refunds must be made as soon as the request is received from passengers following the cancellation, delay, disruption, ticket surrender or any other circumstance in which a refund is payable.

For the purposes of this point, in the case of payments made in cash "immediate" refunds are when the monies are returned in cash within six (6) business hours of the request. In the case of payments made by credit card or other deferred payment methods, or electronic methods, "immediate" refunds are when instructions to return the monies are sent within five (5) business days of the request to the financial institution or other intermediary, as applicable.

In the event of any circumstances preventing the refund in the terms and conditions stated above, passengers must be informed of the date on which their refund will be made, which in any case must be within five (5) business days of the expiry of the aforementioned deadlines.

In any case, the airline may make any enquiries it deems appropriate to establish the entitlement to a refund, and if this cannot be established it must inform the passenger concerned within the corresponding deadline, without prejudice to any legal or administrative proceedings which the passenger may consider to be necessary.

Baggage rules

1 Type of baggage

Passengers are entitled to carry with them on the same flight the amount of baggage indicated by the carrier in accordance with the capacity of the aircraft and in any case within the allowances established in the applicable rules.

 

2 Time limitation for claims regarding baggage issues

The carrier is obliged to address any claims for the loss, theft, total or partial destruction, damage or delay of checked baggage, provided that passengers submit their claim within the following deadlines:

  • In cases of loss, theft, total or partial destruction or damage to baggage, passengers must submit a written complaint to the carrier as soon as they discover this eventuality, or at the latest within seven (7) days of receiving the baggage or of the date when the baggage should have arrived at the destination.

  • In cases of delay, the complaint must be submitted within twenty-one (21) days of the date when the baggage should have arrived at the destination, or the date when it should have been returned to the passenger.

  • Pursuant to Article 1028 of the Code of Commerce, if no observations are made about baggage received, the contract will be deemed to have been fulfilled. In cases of partial loss, theft or significant or visible damage, passengers must submit their complaint as soon as they receive the baggage in question.

In the event of special circumstances preventing immediate inspection of baggage, making it impossible to appreciate its state of repair at the time of delivery, passengers may demand an inspection before they accept receipt. This inspection will take place in the presence of the carrier, or the person designated by the carrier, within three (3) days of the date of delivery.

 

3 Compensation

In cases where baggage, accompanied or not, does not reach the passenger or arrives on another flight, requiring the owner to wait for it or return to the airport to claim it, any transfer costs to and from the airport will be paid by the carrier. In these cases the carrier will also provide passengers with a small allowance to cover personal toiletries, or will provide these items directly. If baggage is delayed for more than twenty-four (24) hours, the compensation will also include an allowance to enable the affected passenger to buy basic items of clothing. This allowance will be at least twenty percent (20%) of the value of the leg per day of delay.

 

4 Carriage of pets

Animals and pets that may endanger or inconvenience people on board may not travel in the passenger cabin. These animals must travel in the cargo hold unless they have been cleared by the carrier, either because the species does not represent a risk or inconvenience, or the animal is a guide dog for a visually impaired person. In any case, prior to travel the owner must prove compliance with all the health regulations imposed by the relevant authority at the airport of origin (Colombian Institute of Agriculture (ICA) - Port Health), which includes a health certificate for the animal, vaccination record and inspection of the pet in the case of international flights. The animal must travel in a cage or crate supplied by the passenger, provided that it is fit for carriage purposes, or requested in advance from the carrier. The passenger will be responsible for taking all necessary health and safety precautions regarding the pet.

For further information please contact our Customer Service Centre at:

Iberia, Líneas Aéreas de España
Customer Service Centre
P.O. Box 548 F.D.
28080 MADRID (Spain)

www.iberia.com