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Diseases/Death

Flying after a surgery o with a disease

Click  to know our policy for passengers flying after a surgery or with a disease.

Changes/refunds for Illness

If some hours / days before your trip, you get sick and cannot travel, VivaColombia offers you the following options: 

Change of Date

You must send specific medical supports that prove your unfitness to travel on the dates of the flight purchased to the airline, at our email address cuentanos@vivacolombia.co.

Our customer service team will validate such information and offer you the option to make a change.  You should not pay any penalty and shall choose a date, subject to seat availability, in the same class as that originally purchased.  In case of not finding any seat availability in the same class, you may request refund of the ticket that will not be used.  Refund amounts will depend on the type of ticket and purchasing conditions.

The above may be requested up to 72 hours after the scheduled departure time of the original flight.  After this time limit, no changes will be accepted nor will any money be refunded.

Change of Name

Name changes are allowed at no extra charge by sending us the following documents at our email address cuentanos@vivacolombia.co:

Medical incapacity document of the person who is unable to travel

A letter signed by the passenger who is unable to travel, authorizing the change of name.  This letter should include:

  • The booking code
  • The Name, surname, phone number, email address and I.D. number of the new passenger who will travel
  • Photocopy of the identity document of the passenger signing the letter
  • Signature of the passenger
This request may be made 24 hours prior to the scheduled departure time of the original flight; after this time limit, no changes will be accepted nor will any money paid be refunded. 

If, on the same reservation of the passenger who is unable to travel because of his/her unfitness to fly, there are relatives within the first, second and third degree of consanguinity or affinity, VivaColombia will extend the above policies to such passengers.  Otherwise, passengers should make any changes up to 4 hours before the scheduled departure time of the flight, paying the corresponding penalty and the fare difference, if any.

If a Relative Gets Sick

If a relative within the first or second degree of consanguinity or affinity gets sick and is unable to travel, we offer you the same options mentioned above (i.e., change of date or change of name.)

For this purpose, you should send us an email at cuentanos@vivacolombia.co, including the following documents:

  • The necessary documents (birth certificate, marriage registration, among others) demonstrating kinship or familiar relationship.
  • Medical incapacity document of the relative.  Please remember that such document should match travel dates.
Time limits for this request, in this case are: for a change of date, up to 72 hours after the scheduled departure time of the original flight, and for a change of name, up to 24 hours before the scheduled departure time of the original flight.  After these time limits, no changes will be accepted nor will any money be refunded.

Changes/refunds for Death 

To request refund or changes at no charge, because of the death of a passenger or relative of the person who was going to travel, please remember to consider the following:

Death of the passenger before starting the trip

VivaColombia offers 2 options if a passenger who has a reservation with our airline dies before the scheduled departure time of the flight:

  • Change of name or date without penalty, which must be defined within the 30 days following the flight date.  A passenger who will take the reservation, shall only pay the fare difference.
  • Full refund of the money paid, excepting the administrative fee.
The change or refund request may be made by relatives within the first degree (passenger's parents or children) and second degree (passenger's grandparents, siblings or grandchildren) of consanguinity through cuentanos@vivacolombia.co.


The following is offered to passengers on the same reservation of the deceased passenger, or on the same flight, and being able to demonstrate kinship:

  • Change of name or date without penalty, which must be defined within the 30 days following the flight date.  Passenger shall only pay the fare difference.
The change request must be made through our customer service channels or at the airport, and may be made by relatives within the first degree (passenger's parents or children) and second degree (passenger's grandparents, siblings or grandchildren) of consanguinity, or companions on the same reservation of the deceased passenger.

Death of a passenger’s relative

If a passenger’s relative (parents, children, grandchildren, spouse/partner, siblings, brothers-in-law, sisters-in-law, uncles, aunts, grandparents) passes away before the flight, we may offer the following:

  • A change of name.
  • A change of date / route paying only the fare difference.
This request must be made up to 5 days after the flight and the passenger must prove to be within one of the following groups:

Relatives within the 1st degree of consanguinity: Passenger’s parents and children.

Relatives within the 1st degree of affinity: Spouse, parents of the spouse and children of the spouse.

Relatives within the 2nd degree of consanguinity: Passenger’s grandparents, siblings and grandchildren.

Relatives within the 2nd degree of affinity: Grandparents and siblings of the spouse.

Relatives within the 3rd degree of consanguinity: Passenger’s uncles, aunts, nephews and nieces.

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