Skip to main content Skip to top navigation Skip to Footer navigation Go back to previous page

Passengers with disabilities

VivaColombia is committed to our customers under very special conditions, our priority is to provide solutions and the required support through any service channel. 

If you are at the airport, you may request assistance from a claim solution officer whenever considered appropriate; if you are on board, from our crew.  If you cannot talk to any of them, you may contact our customer support telephone lines (click  for our customer support telephone lines, ).Or click If you prefer to write to us, go to "write to us" 
.

 It is very important for VivaColombia to know your comments, questions and suggestions, please contact us in order to arrange your accomodation. 

Passengers Using a Wheelchair

Passengers using own wheelchair

  • If a Passenger requires help for moving while at the airport, this service must be requested at least 48 hours before scheduled departure, except for flights to/from the United States, either through the call center, the web page or at the airport.
  • For all flights except those to/from the United States this service is granted from the counters of the Airline in the respective airport to the boarding gate, the aircraft door or the seat, as it is requested.  Upon the arrival of the flight, this service is provided up to the airport drop off point at the entrance of the terminal, not including the parking lot.  For flights to/from the United States the service is granted from the terminal entrance.  
  • Passengers in wheelchairs who can take care of themselves in the event of an evacuation (in the case of flights to/from the United States ), or Passengers (in the case of flights other than flights to/from the United States ) having the ability to assist themselves, may travel without companion.
  • Passengers in wheelchairs who cannot take care for themselves, except for flights to/from the U.S. must travel with an adult companion older than 18 years and with no limitations.  These Passengers must purchase his/her companion's ticket.
  • Wheelchairs or other mobility aids driven by batteries and non spillable batteries may be transported, provided that the plugs are protected against short circuits, the battery is located inside a container, and the wheelchair may be secured to protect it from Damages caused by the movement of the Luggage.  Wheelchairs or mobility aid elements driven by battery which do not exceed the following dimensions: 90 cm wide; 90 cm long, 90 cm high, and whose weight does not exceed 50 kg will be accepted. Wheel chairs exceeding the weight and dimensions mentioned above in either side will not be accepted.
  • Wet and spilled batteries are considered dangerous goods and will not be transported by VivaColombia.
  • For all flights, except those to/from the United States, the Passenger must sign the Exemption for the Carriage of Passengers under Special Medical Conditions form.

.Wheelchairs at the airport

  • For all flights except those to/from the United States, This service must be requested at least twenty-four (24) hours or more prior to the departure of the flight, either through the call center, the web page or at the airport. For Flights to/from the United States Passenger could request the service without advance notice at the airport the day of the flight.
  • For all flights except those to/from the United States this service is granted from the counters of the Airline in the respective airport to the boarding gate, the aircraft door or the seat, as it is requested.  Upon the arrival of the flight, this service is provided up to the airport drop off point at the entrance of the terminal, not including the parking lot.  For flights to/from the United States the service is granted from the terminal entrance. 
  • For all flights except those to/from the United States, Passengers that require a wheelchair must show up at the Airline Check-in module at the airport at least one (1) hour before the departure of the flight.
  • Passengers who cannot take care for themselves and that require safety assistant under these General Conditions, must travel with an adult companion older than 18 years and with no limitations. For flights to/from the United States, VivaColombia will not charge the transportation of such safety assistant/companion.
  • The maximum number of wheelchairs with companion per flight is 4, taking into account that only 4 special services are allowed and limited per flight, including the special and limited wheelchair service, except for flight to/from the United States, where VivaColombia has no restrictions for this service.
  • If the Passenger requires additional luggage other than the Personal Item, he/she must acquire Checked Luggage Additional Service.
  • The Passenger must sign the Exemption for the Carriage of Passengers under Special Medical Conditions form, except for flight to/from the United States.

Passengers with Reduced Mobility and Physical Limitations

VivaColombia makes no distinction on grounds of disabilities or reduced mobility.  However, if the passenger cannot manage his/her needs during the flight or in an emergency situation, or if due to mental disorder or to a combination of severe hearing and vision limitations cannot understand safety instructions, or his/her immobility degree prevents him/her from assisting himself/herself in case of evacuation, the aviation authority shall require that he/she travel with a companion.

Assistive devices can go in the aircraft cabin at no extra charge as carry-on luggage.

Passengers with Visual or Hearing Impairments

A visually impaired Passenger may travel with or without a guide dog. If bringing a guide dog, the animal shall travel in the cabin with such Passenger, even when exceeding 10 kilograms in weight. The dog should travel with a muzzle and where required by the law, the boarding is conditional upon presentation of a vaccination record which should be in order.

A Passenger who has both severe vision and hearing impairments preventing him/her from establishing some means of communication with Carrier personnel that is adequate lead to an understanding the safety instructions.

Passengers mentally or psychologically disabled 

Passengers who, due to a disability, cannot follow safety instructions (and, in the case of flights to or from the United States, are not accompanied by a companion) or passengers who show alterations of personality or conduct that present a threat to the safety of the Passenger and/or to others are not allowed to travel on flights of Fast Colombia S.A.S. – VivaColombia.

Service Dog

>For passengers who may need guide dog support or emotional support animals, VivaColombia will allow transport the animal at no additional charge and will travel in the aircraft cabin with the passenger.

  • For all flights except those to/from the United States, This service must be requested at least twenty-four (24) hours or more prior to the departure of the flight, either through the call center, the web page or at the airport. For Flights to/from the United States Passenger could request the service without advance notice at the airport the day of the flight.
  • For all flights except those to/from the United States this service is granted from the counters of the Airline in the respective airport to the boarding gate, the aircraft door or the seat, as it is requested.  Upon the arrival of the flight, this service is provided up to the airport drop off point at the entrance of the terminal, not including the parking lot.  For flights to/from the United States the service is granted from the terminal entrance. 
  • For all flights except those to/from the United States, Passengers that require a wheelchair must show up at the Airline Check-in module at the airport at least one (1) hour before the departure of the flight.
  • Passengers who cannot take care for themselves and that require safety assistant under these General Conditions, must travel with an adult companion older than 18 years and with no limitations. For flights to/from the United States, VivaColombia will not charge the transportation of such safety assistant/companion.
  • The maximum number of wheelchairs with companion per flight is 4, taking into account that only 4 special services are allowed and limited per flight, including the special and limited wheelchair service, except for flight to/from the United States, where VivaColombia has no restrictions for this service.
  • If the Passenger requires additional luggage other than the Personal Item, he/she must acquire Checked Luggage Additional Service.
  • The Passenger must sign the Exemption for the Carriage of Passengers under Special Medical Conditions form, except for flight to/from the United States.
      • The animal must be duly certified as a guide dog, have a current vaccination card, and have a veterinary certificate confirming the animal's health condition.
      • The Passenger and his/her dog must show up at the counter at the airport for checking-in and submitting the animal documentation.  Once checked-in, the animal must have a muzzle and leash at all times.
      • Passengers who need this service will be assigned a seat in the front part of the aircraft, by the corridor.  They are usually the last to board and the first to get off the plane, so as not to block the passage way of other passengers.
      • he guide dog should travel at the feet of the Passenger. A window seat shall be assigned. When the flight is not full,
        the contiguous seats will be kept vacated Flights from/to United States: there will be no limit for people with reduced mobility and they will be able to choose their seat. 
      •  Guide dogs will travel for free and have no size or weight restrictions.
background image