As of January 14, 2026, the refund request process for ARC travel agencies and non-IATA travel agencies linked through the ARD web portal will be managed exclusively through the private section of Aviancatrade.
The goal is to streamline the refund process from start to finish, reducing response and request management times. This change seeks to improve the agency experience.
A/ No. Only ARC travel agencies and non-IATA travel agencies linked through the ARD web portal will have access to and be able to make their refund requests through Aviancatrade.
A/ Yes. All agencies with access to the private section of Aviancatrade will be able to access the “Check Refund Status” module once they authenticate their access credentials.
A/ Involuntary refunds will be handled. Please note that voluntary refund requests may continue to be made through the GDS in applicable countries.
A/ You must have a registered Aviancatrade user and password. With these credentials you can access and manage your requests.
A/
- Enter Aviancatrade and click on the “Refunds” section
- Select the option “ARC Travel Agencies and Non IATA Travel Agencies Linked via ARD Web Portal”
- Click on the “Aviancatrade Incidents or User Management” section or enter by clicking here.
A/ Agencies must enter as follows:
- Go to avianca.com at the end, click on the section “Agency Support” and go to Aviancatrade.
- At the top of the Aviancatrade page select “Create your request” and enter your login credentials.
- Select the option “Create your request” again
- In the “Refunds” module, choose the “Request your refund” or “See your refund” option, depending on what you need.
A/ The request will be rejected by incorrect channel, and must be managed exclusively through Aviancatrade.
A/ No. Reservations should not be cancelled. The appropriate request is to refund the PNR once you confirm that the passenger will not be traveling.
A/ No. The refund is processed for the total number of passengers included in the booking on which the request is made.
If the refund applies only to one or some passengers in the record, you must divide (Split) the booking before you can manage the refund request.
Subsequently, enter into Aviancatrade the record on which the refund will be requested.
A/ Enter Aviancatrade in the flow of request your refund the deposit EMD number or, with the record of the reservation where the deposit EMD was created, and request the refund of the document.
Remember that, before managing the request in Aviancatrade, you must obtain the refund authorization from the Groups area, following the currently established process.
A/ Through Aviancatrade, you can request reimbursement for illness, death or duplicate tickets.
R/
- In cases of illness or death, within the “Request your refund” flow you will need to mark the corresponding exception. The system will request the necessary media, which must be attached in the format and size indicated during the process.
- The supporting documents attached must contain the required information and must also be identified with different names. It is not possible to load two media with the same name.
- In cases of ticket duplication, you will only need to enter the booking code that generates the duplication.
A/ No. The letter will no longer be required to process the refund request.
- For IATA agencies, the refund will be made on an ACM Credit Note to the travel agency.
- In the case of Non IATA agencies, the refund will be made directly to the business customer on the account entered in the application process, which must be in the name of the company, provided that the tickets have been issued with CC; if they do not have said code, the refund will be made by means of avian credits to the booking holder.
A/ You must contact us through Aviancatrade by selecting the “Review Refund Requests” form from the menu in the Refunds module.
Important: If you do not agree with the settlement shown in the application flow, do not proceed with the process. Please enter a case into Aviancatrade using the above form.
A/ For all ARC and Non IATA agencies linked through the ARD web portal that have lost control of the ticket issued due to an exchange or exchange made by avianca, the refund request must be entered through Aviancatrade.
A/ For all BSP agencies that have lost control of the ticket issued due to an exchange or change made by avianca, the refund request must be entered through avianca.com.
A/ Yes. As long as the booking has not been manually cancelled by the agency, you can request a refund of the tickets, according to the applicable conditions, even if a No Show has been generated.
A/ No. Once the refund request is made, the system generates a request number. At the end of the full flow and upon acceptance by the agency, as well as the analysis of the back office when applicable, the system proceeds to cancel the reservation.