Avianca Lost and Found
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Avianca provides support to passengers who have lost or misplaced personal
belongings during their journey. Items may be left on board the aircraft, within
airport terminals, or at airline service counters. Passengers can report lost
items through the airline’s customer service channels or by contacting the
airport’s lost property office.
Items Left on Board the Aircraft
Avianca instructs passengers who forgot an item on the plane to report it
through the contact center or at the baggage office of the corresponding
airport. Collection of recovered items requires identification and the boarding
pass, or an authorization letter if another person will collect the item.
Items Lost at the Airport
Items misplaced in terminal facilities, gate areas, security control, or airport
public spaces are handled by the airport’s own lost property office. Passengers
must contact the specific airport authority when the missing article was not
left inside the aircraft cabin.
Baggage-Related Lost Property
Avianca handles delayed, lost, damaged, or stolen baggage through its baggage
irregularity process. The airline states that delayed baggage claims require a
formal report and supporting travel documents. Its published baggage support
materials also explain compensation handling and follow-up procedures for
baggage cases.
Reporting a Lost Item
Passengers should report onboard items through Avianca’s contact center or the
baggage office at the airport. For baggage incidents, the report must be created
through the baggage service process so the airline can open a tracing record and
communicate updates by reference number.
Recovery and Collection
Recovered property is released after identity verification. Avianca states that
the passenger must present an ID and boarding pass, while an authorized
representative must carry a signed authorization letter plus identification
documents for both parties when collecting on behalf of the traveler.
Passenger Advice
Passengers should keep the reservation code, baggage tags, Property Irregularity
Report (PIR) or baggage report reference, boarding pass, and identification
documents until the matter is closed. Immediate reporting supports tracing,
status updates, and compensation review where applicable.
Shall you need further information, please reach out to Avianca Customer Service in Bogotá as detailed below.
| Head Office (HQ) | Tel Number | |
|---|---|---|
| Aerovías del Continente Americano S.A.
(Avianca) Avenida Calle 26 # 59 - 15 Bogotá, Colombia |
+57 1 401 3434 | aviancacares@avianca.com |
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