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To Our Valued Agency Partners,

You are a critical partner to Avianca and as we continue to navigate the industry challenges related to the COVID-19 pandemic, we are taking actions to make sure Avianca has the financial strength to continue working with you well into the future. After considering many options to sustain our business through this period and beyond, Avianca has voluntarily filed reorganization proceedings under Chapter 11 of the United States Bankruptcy Code. We did so to protect our business as we continue to navigate the effects of the COVID-19 pandemic as well as comprehensively address our debt and other commitments.

Importantly, Avianca will continue to operate and continue to work with our partners and serve our customers during this process.

For our agency partners:

  • We expect to honor current contracts and continue to sell and distribute our products through all channels both direct and indirect, including through agencies,, CTOs, REX, GDS, Direct Connect and GSA.
  • We expect to maintain our corporate loyalty program and continue paying commissions to our agency partners. This includes commissions associated with ticket sales completed before the Chapter 11 filing, which we expect to pay as they become due in accordance with our normal practices.
  • We also expect to honor any prior obligations to tour operators or from charter services, as well as to continue paying undisputed claims for customer refunds.
  • Please visit the customer page for additional information on what this means for Avianca travelers and LifeMiles™ members.

The Chapter 11 process is a well-established legal process in the United States of America that is recognized by other countries around the world. The process is a temporary one that, according to United States law, allow a company to reorganize and complete a financial restructuring under the supervision of the U.S. court system. Importantly, this process is not an insolvency proceeding or liquidation. During this process, the company continues its operations under the oversight of its board of directors and management team. Many companies, including many airlines, have used the Chapter 11 process over the years to reorganize their financial obligations and emerge as stronger organizations. Avianca underwent a Chapter 11 process in 2003 that allowed the Company to expand in Latin America. We are confident that we will emerge from this process as a stronger, more efficient airline.

Before the COVID-19 pandemic, Avianca had made progress on our “Avianca 2021” plan, and in fact, results in the back half of 2019 and the first two months of this year were positive. As the largest airline in Colombia and El Salvador and the second largest in Latin America, we remain steadfast in our commitment to connecting people, families and businesses. We recognize that you play an important role in our ability to connect our customers with the people and places that they love and we value our relationship with your organization.

We will keep you informed as we make progress in this court-supervised process. If you have any questions, please continue to reach out to your usual Avianca contact.

Court filings and other documents related to the Chapter 11 process in the United States are available on a separate website administered by Avianca’s claims agent, Kurtzman Carson Consultants, at

Avianca has flown the skies and proudly served the air travel needs of our customers for more than 100 years. Thank you for being part of our rich history and for helping us connect people, families and businesses. We look forward to working together and continuing to fly the skies for years to come.

Be safe and be well. #AviancaSeguiráVolando

Case Information and Information Hotline

Court filings and other documents related to the Chapter 11 process in the U.S. are available on a separate website administered by Avianca’s claims agent, Kurtzman Carson Consultants (“KCC”), at

Customer Contact

For more information, customers can click here.

KCC Restructuring Hotline and Email

Toll-free in the U.S. and Canada: (866) 967-1780

International: +1 (310) 751-2680