We work hard so that our customers will receive their luggage in good conditions and on time at their destinations. In case of any inconsistencies as to this premise, VivaColombia will make every reasonable effort to return mishandled luggage within 24 hours. In case the luggage delivery exceeds 24 hours, VivaColombia will reimburse customers travelling in domestic flights with $50,000 colombian pesos, for a maximum of 7 days, and for international flights $50 dollars per day, for maximum 7 days.
In case de luggage mishandled is an additional service and the passenger paid an aditional fee, VivaColombia will refund the ammount paid for the luggage additional service in case this one is mishandled.
Passengers should report any inconsistencies related to their luggage through the Report on Irregularities with Luggage at the airport. For information related to delayed, lost or damaged luggage, please refer to our terms and conditions.