DEPARTURE
RETURN 
ADULTS
CHILDREN (2-17 years old)
INFANTS (under 24 months of age)
1. Para ingresar a San Andrés debes comprar la Tarjeta Ocre al registrarte en nuestro counter antes de viajar.
2. También deberás mostrarle a las autoridades de la isla la reserva o dirección donde te vas a hospedar durante tu visita a la isla.
3. Todos los clientes de VivaColombia que no sean residentes de San Andrés deben comprar tiquete Redondo, es decir ida y regreso. Los residentes de la isla si podrán comprar tiquetes sencillos. (Decreto 2762 de 1991)

Queremos contarte que tu vuelo saldrá/llegará al Aeropuerto Internacional Panamá Pacífico. Hemos elegido este aeropuerto por las siguientes razones:

1. Se encuentra al lado del Canal de Panamá

2. Está a 10 minutos del centro comercial Albrook.

3. Queda a 15 minutos del centro de la Ciudad de Panamá

4. Situado a 30 minutos de las playas del Pacífico

5. Ubicado solo 1 hora de la Zona Libre en la Ciudad de Colón

 

FAQ

FAQ

In this section, we wish to answer those questions we most frequently receive through our customer service channels.  We hope this will be of great help to you.  Should you require further information, please contact our call center, write to us through our social networks, or send us an e-mail to cuentanos@vivacolombia.co 

 

 

01. BUY YOUR VIVACOLOMBIA TICKETS

1. How can I buy VivaColombia tickets through the web page?

2. What payment methods are there to buy my VivaColombia tickets?

3. Besides the web page, where else can I purchase?

4. What should I do if I do not have a reservation code?

5. After having purchased, can I add additional services?

6. If I fail to pay for the reservation or if the transaction is rejected, what should I do?

7. What shouldi I do if the system indicates that there is already a reservation which is equal to it?

8. Can I make connections with VivaColombia?
 

02. CHANGES

1. What kind of changes can I make to my reservation?

2. How can I make changes to my reservation?

3. What if I misspell the name, just one letter?

4. What if after paying for a change, I do not see it in my reservation?

 

03. FARES, CHARGES AND TAXES

1. Why does VivaColombia charge taxes and fees in its tickets?

2. What does A.T. mean?

3. Why are there different fares for the same flight?

4. What is the cheapest fare I can buy?

5. If I can't travel will VivaColombia refund my ticket?

6. Are there special restrictions on VivaColombia tickets?

7.Are there differences between fares for infants, minors and adults in VivaColombia?

 

04. CHANGES, CANCELATIONS AND REFUNDS

1. How can I change a VivaColombia ticket?

2. I want to change the date of my ticket. How can I do this?

3. Can I change the name of one of the passengers and put the name of another person?

4. If I have a round-trip booking, and I don't take the outward flight, can I use the return flight?

5. Can I cancel my ticket and request a refund?

6. How do I find out if my reservation has been modified or canceled?

7. If VivaColombia cancels my flight. What should I do? What are my options?

8.Does VivaColombia oversell its flights?


05. SALES POINTS

1. What are the sales points authorized by VivaColombia?

2. Do they accept all payment methods?

 

06. BAGGAGE

1. What is carry-on baggage?

2. What is checked baggage?

3. What is the baggage allowance per passenger?

4. Can minors travel with baggage?

5. Can infants travel with carry-on baggage or checked baggage?

6. What happens if I want to take more baggage?

7. Is excess baggage allowed on VivaColombia flights?

8. Can I take a surfboard and how much does it cost?

9.Can I take a musical instrument onboard and how much does it cost?

10.Can I transport perishable food?


07. TERMS AND CONDITIONS

1. Where can I read the airline's terms and conditions?

08. TRAVEL DOCUMENTATION

1. What documents do I need to travel within Colombia?

 

09. MINORS AND INFANTS

1. What does VivaColombia define as a minor?  

2. What are the age ranges for infants and minors?

3. Can unaccompanied minors fly?

4. What documents do minors between 14 and 17 years require to travel on their own?

5. From what age is a passenger considered an adult?

6. Does VivaColombia have an unaccompanied minors service?

7. How many days after being born can a baby travel?

8. Can an adult travel with two or more babies?

 

10. PREGNANT PASSENGERS

1. Can I travel with VivaColombia if I'm pregnant?

2. What are the airline's requirements for pregnant passengers?

 

11. PASSENGERS WITH SPECIAL NEEDS

1. Can I travel with VivaColombia if I have restricted mobility?

2. Can I travel with VivaColombia if I have a visual impairment?

3. Can I travel with a guide dog in the cabin?

4. Can I fly if I have an infectious or contagious disease?

5. Can I take medicines in my carry-on baggage?

6. Can I smoke during the flight?

 

12. WHEELCHAIRS

1. Can I take a wheelchair on the flight?

2. Does the airline have a wheelchair service to transport me to the boarding gate?

3. Do I have to pay anything to take my wheelchair?

 

13. PET TRANSPORT

1. Can I travel with a pet?

2. What are the regulations or requirements for animal transport?

 

14. RESTRICTED & DANGEROUS ITEMS

1. What items are considered dangerous?

 

15. INSURANCE

1. How can I buy travel insurance?

2. What cover does the insurance offered by the airline provide?

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ANSWERS
 

01. BUY YOUR VIVACOLOMBIA TICKETS

 

1. How can I buy VivaColombia tickets through the web page?

Purchasing through our web page is very easy:

  • Log in to our home page
  • In the tool "book your flight," enter the route and date you wish.  Click on Continue.
  • Enter the passengers' data.  Check all information before continuing; remember that if there is an error in the information provided, renaming or changing the identity card have an additional cost.
  • Check the additional services section and choose what you need.
  • Enter the contact person data.  This information will be used if VivaColombia has to communicate information related to the flight.
  • Select your method of payment and enter the data.

 

FAQ INDEX

 

2. What payment options are offered in the web page to pay for VivaColombia ticket? 

VivaColombia has 4 payment options for your convenience, hopefully you like them, and we hope they will make the process of purchasing your tickets easier.  With respect to electronic payments, VivaColombia offers the option of payment with the VivaColombia credit card.  If you do not have it yet, you can apply for one by clicking here.  We also accept Visa, Mastercard and American Express credit cards.  Finally, you can pay for your tickets with your debit card through PSE payments.  

If you wish to pay in cash, we offer you the option of payment in the Vía Baloto sales points (this payment option applies only to purchases made in Colombia.)

FAQ INDEX

 

3. Besides the page, where else can I purchase? 

You can purchase through the call center, a travel agency or directly at the airport.

FAQ INDEX

 

4. What should I do if I do not have my reservation code?

After making a payment, you will receive a booking confirmation via email.  If you fail to receive it, please contact us through the call center or cuentanos@vivacolombia.co.  You must send us the proof of payment or transaction number (consisting of 9 digits,) if you do not have it, you can get it in the following link: http://bit.ly/OUvwh5, or if the payment was made in Baloto, you must send us the proof of payment given to you.  Please note that by paying using this last option, it may take your reservation between 24 and 36 hours to reach you. 

FAQ INDEX

 

5. After having purchased, can I add additional services?

Of course you can!  in fact, doing so in advance is ideal.  Please note that additional services purchased at the airport cost more than through the page.  From the time you buy a reservation until 4 hours before the scheduled time of your flight, you can add additional services through our web page, My Flight section, Add Additional Services option.

FAQ INDEX

 

6. If I fail to pay for the reservation or if the transaction is rejected, what should I do?

If your transaction is rejected or if you fail to pay within the term mentioned, VivaColombia automatically will cancel your reservation and you should create a new reservation subject to the prices available in the web page.

FAQ INDEX

7. What should I do if the system indicates that there is already a reservation which is equal to it?

If the system does not let you create a reservation, because there is already a reservation which is equal to it, you should modify the name, i.e. if the first reservation has your given name, surname, and maiden name, use only your given name and surname in the new one. 

FAQ INDEX

 
8. Can I make connctions with VivaColombia?

No, VivaColombia is an airline operating from one point to another point.  We do not allow connections; for which reason, we do not take any liability for tickets purchased to make a connection. 

FAQ INDEX 

02. CHANGES

 

1. What kind of changes can I make to my reservation?

Change of name/identity card: For round trip reservations, changes can be made only before starting the first journey, paying the corresponding penalty.

 

Rerouting or date/time change: Route, date and time changes may apply within the itineraries we have available on our web page and paying the corresponding penalty.

FAQ INDEX
 

2. How can I make changes to my reservation?

You can make changes through our page in the "My Flight>Changes" option or by our call center, paying the corresponding penalty for the change + the fare difference (i.e. the price difference between the ticket originally purchased and the current ticket price.)  These costs apply per journey and per passenger. 

 

Please note that:

·       The option to make changes to your tickets is available up to 4 hours before the scheduled departure of the flight.

·         Changes should be made before the web check-in.

·    When a change is made, it applies to all passengers under the same reservation.  If you want such change to apply to only one passenger, a reservation split may be requested through our call center.

·     Failure to make a change within the term mentioned above will cause the ticket to lose validity and may not be used at a later time and the money will not be refunded.

FAQ INDEX

 

3. What if I misspell the name, just one letter?

If you make a mistake of one or two letters, we may help you with the change without a penalty through our call center, cuentanos@vivacolombia.co or at the airports wherein VivaColombia operates.  For this, it is necessary that you send or submit the identity card of the passenger with the error.

FAQ INDEX

 

4. What if after paying for a change, I do not see it in my reservation?

If you do not see the change in the reservation, you can write at cuentanos@vivacolombia.co sending the proof of payment for the change.

FAQ INDEX

 


03. FARES, CHARGES AND TAXES

1. Why does VivaColombia charge taxes and charges in its tickets?

VivaColombia would like to only charge you the base fare for tickets but there are certain taxes and additional charges that are obligatory: the VAT(Sales Tax) that you must always pay when you purchase something in Colombia, the Airport Tax that each passenger that lands at all Colombian airports has to pay and the administration fee that you must pay regardless of the sales channel used to issue the ticket.

These charges and taxes are automatically included when you purchase a ticket.

FAQ INDEX

2. What does A.T. mean?

This is an abbreviation of Airport Tax, which is a tax that each air terminal charges for the use of their airport, this charge can vary according to the operator of the terminal.

FAQ INDEX


3. Why are there different fares for the same flight?

VivaColombia gives you the cheapest fares in the market that are subject to supply and demand. As such the price of the ticket may vary, whether due to the destination, the availability of seats, the purchase date, etc.

We recommend you plan your journey in advance so you can always get the best fares.

FAQ INDEX


4. What is the cheapest fare I can buy?

VivaColombia gives you the cheapest fares in the market, with our promotions strategy we offer the lowest fares each week. 

FAQ INDEX

5. If I can't travel will VivaColombia refund my ticket?

If you've purchased a ticket with VivaColombia and you can't travel, you're allowed to change the date, time and we even let you change the name of the passenger, but our policies do not allow refunds. Don't forget to make the change 4 hours before the scheduled flight departure as after then all changes are prohibited.

FAQ INDEX

6. Is there any baggage included on my ticket?

The first piece will not generate charges in accordance with the Tariff Conditions...: This product is called personal article, has no additional cost, as long as it complies with the following measures and weight: 1 piece with maximum 6 kg and 40x35x25 cm.  This first piece must be located under the aircraft seat during the flight. 

FAQ INDEX


7. Are there differences between fares for infants, minors and adults in VivaColombia?

Yes there are differences. VivaColombia allows one infant of up to 2 years to be carried in the arms of an adult without cost. From this age onwards they are considered minors (up to 18 years) and must pay the full fare.

FAQ INDEX

04. CHANGES, CANCELATIONS AND REFUNDS

1. How can I change a VivaColombia ticket?

You can make ticket changes through the

MY FLIGHT section on our website or by calling our call center.

FAQ INDEX


2. I want to change the date of my ticket. How can I do this?

To make changes you must go to the

MY FLIGHT section on our website or contact our call center.

You must have the (6 letter) reservation code at hand and the name of the passenger as in the original booking.  You must make any change 4 hours before the scheduled flight departure. Changes incur an additional cost.

FAQ INDEX


3. Can I change the name of one of the passengers and put the name of another person?

Of course you can. VivaColombia allows the name of a passenger to be changed, when paying the corresponding penalty fee. For more information check our terms and conditions in the section “Change Flights”.

FAQ INDEX


4. If I have a round-trip booking, and I don't take the outward flight can I use the return flight?

Of course you can. If for whatever reason you didn't show for the outward flight we'll save your return seat.

FAQ INDEX


5. Can I cancel my ticket and request a refund?

You can request a date change and change the name of the passenger, but not a ticket refund.

FAQ INDEX


6. How do I find out if my reservation has been modified or canceled?

In your scheduled flight departure has been change or an unforeseen cancellation occurs, VivaColombia will automatically send you a notification via email where we will inform you of the details of the change, and in the same email you can confirm your new itinerary.

FAQ INDEX


7. If VivaColombia cancels my flight. What should I do? What are my options?

If for any reason your flight is affected or canceled we'll send you an email informing you about the situation and the steps you must take.

As a VivaColombia customer you have the following options:

a) Change the flight date to the nearest flight, without cost.

b) VivaColombia will Refund your money if you do not accept any other date for your flight.

FAQ INDEX


8. Does VivaColombia oversell its flights?

VivaColombia does not oversell seats on any flight, when buying a ticket with us if you do not show at the airport your seat will travel empty.

FAQ INDEX

05. SALES POINTS

1. What are the sales points authorized by VivaColombia?

The authorized sales points are: our website

www.vivacolombia.co, our call center, sales points at airports and at travel agencies.

FAQ INDEX


2. Do they accept all payment methods?

Accepted payment methods are those as defined by the authorized sales points.

For more information go to our section

Payment methods.

FAQ INDEX

06. BAGGAGE

1. What is carry-on baggage?

The first piece will not generate charges in accordance with the Tariff Conditions...: This product is called personal article, has no additional cost, as long as it complies with the following measures and weight: 1 piece with maximum 6 kg and 40x35x25 cm.  This first piece must be located under the aircraft seat during the flight.

The second piece will generate charges.  The passenger must pay for this additional service which is called luggage on board, and the conditions thereof are: 1 piece with maximum 12 kg and 55x45x25 cm.  This piece must be placed in the upper chambers during the flight.


2. What is checked baggage?

Checked baggage is all baggage that must travel in the aircraft hold. It must not exceed 20kg or 158cm linear dimensions.

FAQ INDEX


3. What is the baggage allowance per passenger?

a) You only have the right to 1 carry-on personal article baggage with  a weight and size not exceeding 6kg or 40x35x25 cm

FAQ INDEX

 

4. Can minors travel with baggage?

All passengers from 2 years and above with a paid ticket have the right to the baggage allowance of the purchased fare.

FAQ INDEX


5. Can infants travel with carry-on baggage or checked baggage?

No, infants do not have the right to any type of baggage, however, adults that travel with an infant have the right to take a baby seat/stroller.

FAQ INDEX


6. What happens if I want to buy more baggage?

You can buy additional baggage through our web site in the section Mi Flight. . 

FAQ INDEX


8. Is excess baggage allowed on VivaColombia flights?

Yes, VivaColombia allows excess baggage by paying the corresponding charge according to the extra pieces and weight of each one. Pieces transported in VivaColombia cannot exceed 32 kg.

 

Excess baggage is subject to space on each flight and as such VivaColombia cannot guarantee that it will be available.

FAQ INDEX


9. Can I take a surfboard and how much does it cost?

VivaColombia allows you to check special sports equipment on all flights. The price for each service can be find on the additional services section.  

If you want to read the VivaColombia terms and conditions click here

FAQ INDEX


10. Can I take a musical instrument onboard and how much does it cost?

VivaColombia allows musical instruments to be checked on all flights. The cost varies depending on the size of the instrument.

If you want to read the VivaColombia terms and conditions click here

FAQ INDEX


11. Can I transport perishable food?

No, VivaColombia does not allow the transport of perishable or frozen food.

FAQ INDEX

 

07. TERMS AND CONDITIONS

 

1. Where can I read the airline's terms and conditions?
Our terms and conditions can be found in the “Before your Flight” section on the homepage.

If you want to read the VivaColombia terms and conditions click here

FAQ INDEX

 

08. TRAVEL DOCUMENTATION


1. What documents do I need to travel within Colombia?

 

Adults (over 18 years): National or Foreign Resident ID card, or passport.

Minors (2 to 17 years): ID card.

Infants (under 2 years): birth certificate.

Foreign (non-Colombian) Travelers can fly by presenting their National ID card or passport.
FAQ INDEX

 

09. MINORS AND INFANTS


1. What does VivaColombia define as a minor?

 

Minors are defined as children over 2 years.

FAQ INDEX


2. What are the age ranges for infants and minors?

a) Infants are babies from 8 days up to their 2nd birthday.

b) Minors: children over 2 years

FAQ INDEX


3. Can unaccompanied minors fly?

All minors under the age of 12 must travel accompanied on VivaColombia flights.

FAQ INDEX


4. What documents does a minor between 16 and 18 years require to travel on their own?

They can use the following official documentation: 

To verify the age of the minor at check-in they must show a valid photo ID or passport.

 

Minors between 16 and 18 years old are allowed to travel on their own with notarized written permission signed by their legal guardians

FAQ INDEX


5. From what age is a passenger considered an adult?

From 18 years and over the passenger is considered as an adult.

FAQ INDEX


6. Does VivaColombia have an unaccompanied minors service?

No, VivaColombia does not have an unaccompanied minors program.

FAQ INDEX


7. How many days after being born can a baby travel?

From 8 days after birth, presenting the original birth certificate at the airline counter.

FAQ INDEX


8. Can an adult travel with two or more babies?

For security reasons only one infant can travel per adult in the aircraft cabin.

FAQ INDEX

 

10. PREGNANT PASSENGERS


1. Can I travel with VivaColombia if I'm pregnant?

 

Yes, VivaColombia allows passengers who are pregnant to travel as long as they meet certain conditions.

FAQ INDEX


2. What are the airline's requirements for pregnant passengers?

VivaColombia accepts moms for travel up to 27 weeks without needing a medical certificate.

 

Pregnant passengers between 28 and 30 weeks will require a medical certificate to prove they are fit to fly and to let us know how many weeks pregnant they are. Women over 30 weeks pregnant cannot travel in VivaColombia and must inform the airline before traveling.

FAQ INDEX

 

11. PASSENGERS WITH SPECIAL NEEDS


1. Can I travel with VivaColombia if I have restricted mobility?

 

Yes, VivaColombia allows the transport of passengers with reduced mobility, make sure you notify the airline of the physical condition of the passenger.

FAQ INDEX


2. Can I travel with VivaColombia if I have a visual impairment?

Yes, you just have to notify us in advance of your physical condition to take the necessary steps to ensure a safe journey.

FAQ INDEX


3. Can I travel with a guide dog in the cabin?

Yes, VivaColombia allows guide dogs to travel in-cabin, as long as the passenger requires the animal due to their physical condition. It is very important you notify us in advance as for security reasons we can only allow a maximum of  2 dogs in the passenger cabin.

Please note that the guide dog must have all the sanitary and security documentation in order.

FAQ INDEX


4. Can I fly if I have an infectious or contagious disease?

For health and safety reasons, VivaColombia requests that you do not travel if you have any infectious or contagious disease that puts at risk passengers and other people who are traveling.

FAQ INDEX


5. Can I take medicines in my carry-on baggage?

Yes, VivaColombia allows prescribed medicines to be taken into the cabin as long as the passenger shows the original prescription or medical letter signed by their doctor proving that they need to take the medicine onboard. They are only allowed to take the dose required for the duration of the flight.

FAQ INDEX


6. Can I smoke during the flight?

For security reasons and according to the regulations of the Colombian Civil Aviation Administration, you CANNOT smoke in any VivaColombia or in the airline terminal or boarding gates.

FAQ INDEX

 

12. WHEELCHAIRS


1. Can I take a wheelchair on the flight?

 

VivaColombia allows the transport of one wheelchair per passenger without cost. The passenger will be transported to the door of the aircraft where they will receive assistance and then the wheelchair will be checked.

FAQ INDEX


2. Does the airline have a wheelchair service to transport me to the boarding gate?

For your comfort we offer passengers a wheelchair service, which can be used to take passengers to the boarding gate and then to the aircraft door.

FAQ INDEX


3. Do I have to pay anything to take my wheelchair?

No, the service to check wheelchairs is free.

FAQ INDEX

 

13. PET TRANSPORT


1. Can I travel with a pet?

 

Yes, VivaColombia allows in-cabin pet transport paying an additional fee.

FAQ INDEX


2. What are the regulations or requirements for animal transport?

VivaColombia only allows one pet per person. Pets admitted by VivaColombia are: dogs and cats. They must be transported in a pet carrier or pet transport case no larger than 40x35x25cm and does not exceed 10kg (combined weight). The captain reserves the right to refuse entry.

To read all the conditions and/or regulations go to our terms and conditions or click here

FAQ INDEX

 

14. RESTRICTED & DANGEROUS ITEMS


1. What items are considered dangerous?

 

For the security of both our passengers and airports various items are considered highly dangerous and as such VivaColombia does not allow them to be transported. To check the list of all the prohibited items read our terms and conditions.

If you want to read the VivaColombia terms and conditions click here

FAQ INDEX

 

15. INSURANCE


1. How can I buy travel insurance?

 

VivaColombia gives you the option to purchase travel insurance through the company AXA. This cover can be purchased directly on our website or through our call center.

FAQ INDEX

 

2. What cover does the insurance offered by the airline provide?

You can find the details of the cover and the corresponding costs of each type of insurance by visiting our BEFORE YOUR FLIGHT section and selecting TRAVEL SERVICES, where you can find all the relevant information.

If you want to go directly to the VivaColombia section "Travel Insurance" please click here

FAQ INDEX

 

 
 
VivaColombia by Fast Colombia S.A.S. e-mail: cuentanos@vivacolombia.co NIT 900313349-3.
 
 
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