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Customer Service Plan

Providing our customers with high quality service is our primary goal; therefore, VivaColombia has a specific customer service area to directly handle claims, observations, questions, comments and compliments, which should be filed through the following service channels:

Service Channels

VivaColombia customer support hours: from 3:00 a.m. to midnight (colombian time)

Contact us

File your inquiries, complaint, and experiencies clicking or through our e-mail: cuentanos@vivacolombia.co.

​Call center

  • Medellín: (4) 6044900
  • Barranquilla: (5) 3855555
  • Bogotá: (1) 7433999
  • Cali: (2) 4856666
  • Cartagena: (5) 6937777
  • Pereira: (6) 3401001
  • Peru: 080055786
  • Ecuador: 1800000305​
  • Panama: 008001571073
  • United States: 18445697126

Social Networks*

Facebook

Twitter

​ *Social Networks: 

Our social networks are a fast and effective communication channel.  Through them, we intend to provide general information on our airline and immediate solutions, as long as internal investigations are not required.  Claims requiring investigation must be filed by clicking here.

Our Promise

Our host team is constantly trained so that they will be able to provide all our customers with the best service under the terms and conditions of the airline, set forth in the contract of carriage.  For this purpose, the following parameters are considered:

  • Carefully listen to customers and identify their needs and requirements, building a culture of empathy.
  • Provide suitable, timely and permanent information.
  • Have clear and consistent processes and procedures.
  • Provide solutions to the requirements of our passengers under the terms and conditions of the contract of carriage and in accordance with the airline policies, processes and procedures.
  • Be respectful, kind, warm, and use cordial, friendly and approachable language with customers.

VivaColombia Customer Service Plan:

Offering the lowest rate

We’re proud to be the airline that revolutionized air fares in Colombia, and thanks to our arrival, rates dropped, boosting the market and providing Colombians with the opportunity to travel by plane at fair prices.  We’ll always offer the lowest rate available through our web page www.vivacolombia.co.

Providing General Information on Flights, Delays and Cancellations

VivaColombia works tirelessly to make sure our flights are always departing according to the itinerary.  However, on some occasions, situations arise that force us to reschedule our flights.  In such situations, VivaColombia is committed to providing all available information related to flights through any of the following communication channels: E-mail, phone, SMS, or directly at the airport.  For this purpose, it is very important that our customers provide accurate information at the time of purchase.

On-Time Luggage Delivery

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.

Making Timely Refunds

  • Cancellating within 24 hours of booking (Flights to/from U.S.)

Tickets to/from the United States may be cancelled within 24 hours from the time of original booking for a full refund, as long as the flight is booked seven (7) days or more prior to the scheduled departure date. 

  • Retractation Act

Retracting from the purchase should be exercised through any service channel of the seller, within the forty eight (48) hours following the purchase operation.  Retractation may only be exercised at least 8 calendar days or more before, between the moment of the timely exercise thereof and the date provided to start the service for domestic flights.  For international flights, the term shall be equal or longer than 15 calendar days

  • Withdrawal Act

The passenger may desist from his/her trip up to 24 hours before the start thereof, as long as the contract of carriage will originate in Colombia.  The carrier may withhold up to a 10% of the fare, excluding rates, taxes and administrative fees.  The above shall not apply in case of promotional fares. 

  • Cancellations and delays

Refunds will apply when a reservation is affected for any reason caused  by our airline, such as:  cancellations, rescheduling, delays, security reasons, multiple debits or extra ammount charges. 

VivaColombia undertakes to make any relevant refunds within a maximum period stipulated by the airline, once customer has duly filled out and sent the forms assigned for this process. For reservations to or from the United States, passenger is entitled to request full refund within the first 24 hours after purchase, provided that the flight is not within the following 7 calendar days. For that, the deadlines below have been established:

National refund: Payment within 15 and 20 calendar days.

International refund: Payment in 30 calendar days.

Reverse payment: Payment in 30 and 40 calendar days.

Cancellations and refunds can be requested through cuentanos@vivacolombia.co or through the call center. Click to know what VivaColombia tickets may be refundable.

Providing Appropriate Assistance to Passengers with Special Needs

Our staff is trained to assist all customers with special needs.  For this purpose, it is important that customers indicate, at the time of purchase, what special services/needs will be required.  Services offered by VivaColombia are available in Annex IX to the terms and conditions. Click to go to our terms and conditions.

Compensation payments in cases of delays or cancellations

Click  to know about compensations offered by VivaColombia when delays or cancellations occur.

Providing Appropriate Handling in Overbooking Cases

When a passenger is unable to board the flight for overbooking problems, VivaColombia shall relocate passenger on another flight and pay any relevant compensations; click for information on such payments.  

Providing Timely Information on Itinerary Changes Made by VivaColombia

When VivaColombia becomes aware of a flight delay in advance, the airline shall do everything possible to inform their customers on the schedule change either by phone, SMS or e-mail prior to the flight date.  If a customer cannot be reached, our host team at the airport will be available to provide timely and accurate information.

Providing Timely Response to Claims

VivaColombia has the following service channels available: write to us, call center, e-mail us at cuentanos@vivacolombia.co or complete the relevant form at the airport.  VivaColombia shall respond within 5 working days

Frequent flyer program

Currently we do not have a special plan for frequent travelers.

Customer Protection

Customer experience is very important to VivaColombia; therefore, we have some specific customer service processes which should be learned not only by the host team of the airline, but also by our customers.

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