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)
 

FAQ

FAQ

 

01. BOOKING AND PURCHASING TICKETS

1. How can I book and buy my tickets in VivaColombia?

2. Can I book a ticket and pay for it later?

3. Can I buy a One-Way ticket?

4. How can I buy the cheapest tickets?

5. How can I find out about VivaColombia promotions?

6. How long before my flight can I buy a ticket?

7. Can I take connecting flights?

 

02. PAYMENT METHODS

1. What are the authorized payment methods in VivaColombia?

2. Is my personal information and credit card information secure when I make a purchase?

3. What is the CVV (Card Verification Value) security code on a credit card?

4. What does Verified by Visa and Mastercard Secure Code mean and where can I get more information?

5. How can I use my e-certificate (voucher)?

 

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. BOOKING AND PURCHASING TICKETS

 

1. How can I book and buy my tickets in VivaColombia?

At VivaColombia we've authorized 4 sales channels so you can buy your VivaColombia tickets at the best prices. Our website is open 24 hours a day and you can also use our call center, your favorite travel agency or buy tickets at the airports where VivaColombia operates.

FAQ INDEX

 

2. Can I book a ticket and pay for it later? 

VivaColombia wants to offer you the largest number of options when you pay for your ticket. This is why we are working hard to forge new alliances to make your journey even more convenient. The only method we currently offer to make a booking and pay for it later is by using VIA-BALOTO sales points, that let you make the booking via the website and then pay for it before 12 midnight on the same day.

FAQ INDEX

 

3. Can I buy a One-Way ticket? 

Yes, VivaColombia allows you to purchase any one-way or round-trip ticket according to your needs.

FAQ INDEX

 

4. How can I buy the cheapest tickets?
The best way to purchase your ticket at the best price is by going to our website, selecting the dates you want to fly, and clicking on the option “See Prices of the Month”. With this function you'll access a calendar in which you can see the best fares during a complete month.
FAQ INDEX

 

5. How can I find out about VivaColombia promotions?
To find out about out promotions, please go to our Website and click on the button “Register to receive the best offers”. By doing this you'll be able to take advantage of the best VivaColombia prices.

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6. How long before my flight can I buy my ticket?

VivaColombia tickets can be bought from 6 months up to 4 hours before the scheduled flight departure.
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7. Can I take connecting flights?
No, VivaColombia is an airline that operates point to point. We do not allow connections.
FAQ INDEX

 

02. PAYMENT METHODS

 

1. What are the authorized payment methods in VivaColombia?
The payment methods are credit cards via our website, through the call center, at airports and using VIA-BALOTO sales points. At travel agencies different payment methods apply depending on their own rules.
FAQ INDEX

 

2. Is my personal information and credit card information secure when I make a purchase?

Yes, all the information entered through our website is protected by advanced systems such as: VeriSign, MasterCard Secure Code, Verified by Visa.

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3. What is the CVV (Card Verification Value) security code on a credit card?

The CVV is a validation and authentication code on all credit cards, this is used to avoid fraud.

On MasterCard or Visa credit cards this code is on the back of the card, next to the signature of the cardholder and are the 3 (three) last digits.

FAQ INDEX

 

4. What does Verified by Visa and MasterCard Secure Code mean and where can I get more information?

Verified by Visa and MasterCard Secure Code are a security tools created by Visa and MasterCard to prevent the fraudulent use of your card in electronic transactions and to check the authenticity of the customer.

FAQ INDEX

 

5. How can I use my e-certificate (voucher)?

The electronic certificate or voucher is a credit issued by the airline allowing you to purchase your ticket, either through our website, call center, sales points authorized by VivaColombia or in your favorite travel agency.

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. 

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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.

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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

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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.

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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.

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

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

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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.

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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.

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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

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3. Can unaccompanied minors fly?

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

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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

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

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

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6. Does VivaColombia have an unaccompanied minors service?

No, VivaColombia does not have an unaccompanied minors program.

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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.

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

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

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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.

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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.

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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

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