• To navigate our web portal correctly, it is recommended to use Mozilla Firefox browser version 29 or higher.
• Regarding the visualization of updates, they will be available the day of their modification in the portal. However, for the sole purpose of visualizing the changes immediately, we recommend pressing the F5 button in the different sections of the web.

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1.Changes and penalties

¿It is possible to change the name on the ticket you purchased?

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• It is not possible to make a name change. If the purchase has already been made and the name is not correct, you must contact our Call Center by dialing 0500-CONVIASA in option 03 to request the cancellation of the reservation and go to the reimbursement section for the corresponding procedure.
• If you made only one reservation, you must cancel it and make a new one with the correct name. Remember that, in this case, the rate may vary from the price quoted.

¿It is possible to change the identification number on the ticket you purchased?

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• If it is possible to make the change, you must contact our Call Center by dialing 0500-CONVIASA in option 03 and make the modification, then go to our nearest commercial office and request the remission of the ticket, paying the corresponding penalty.

¿Can I change the date of my trip??

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• Changes of dates on tickets are subject to availability of space, you must pay a penalty fee for change, and in case the original fare is no longer available, you must additionally pay the difference between the current fare and the initial one. To make the change of date you must call 0500-CONVIASA in option 02 and/or visit any of our commercial offices.

For more information click on the following link: Sales offices

¿Can I change the route of my itinerary??

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• If you wish to change your itinerary to travel to other routes, and you have not yet started your trip, you can use your ticket as a form of payment for the issuance of a new ticket with the desired destinations, paying the corresponding penalty. To request a change of routes you must call 0500-CONVIASA in option 01 and/or visit any of our commercial offices.

For more information click on the following link: Sales offices

¿It is possible to pay the penalty of an international ticket in Venezuela, being that the change is being made in the country of destination?

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• Yes, penalties can be paid in Venezuela in foreign currency.

¿Can I request a refund of penalties or other charges that I have been charged twice by mistake??

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• If for any reason you have been charged twice for a penalty or other charges, you may request a refund by presenting the proof of the payments made.

2.Purchase of tickets

¿Can I buy an international ticket in Venezuela whose route originates in another country??

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• Yes, you can make the purchase in foreign currency without any inconvenience.

¿I bought a ticket through the web page, and the system did not issue it What can I do??

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• You must contact the web sales department through the numbers 0500-CONVIASA in option 06. Please note that the hours of operation are Monday through Friday from 8 am to 6 pm and Saturday and Sunday from 9 am to 5 pm.

¿Can I buy tickets on the website for other people to travel with me??

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• Yes, you can buy tickets for other passengers regardless of whether you are traveling, as long as the card is registered in the user's profile.

¿Airport taxes are included in the ticket price?

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• Taxes are included in your ticket, however, some countries do not charge airport taxes through the airline. In these cases you will have to cancel it at the airport of the corresponding country.

3.¿How long is an unused ticket valid??

• Any ticket issued by CONVIASA will be valid for one (1) year from the date of issue.

4.¿It is necessary to have a return ticket for an international trip?

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• Any passenger who is not a citizen or resident of the destination city and is traveling as a tourist requires a return ticket or a continuity ticket.

1.Checked baggage

¿Can I carry perishable items in my checked baggage??

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• No, CONVIASA does not allow you to carry this type of items in your checked baggage. If you do so, it is at your own risk and subject to acceptance by the authorities.

¿To what extent is the airline responsible for items in checked baggage??

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• The airline is responsible for those products that are for the passenger's comfort and use during his/her trip. CONVIASA is not responsible for the following fragile articles, antiques, works of art, books, photographs, documents, titles, securities, televisions, computers or other electronic items and their accessories, cellular phones and their accessories, video or optical photographic equipment and their accessories, furs, money, jewelry, precious metals, medicines or medical articles, perishable luggage, objects that the passenger should carry with him/her in the aircraft cabin, articles for commercial use, unique and irreplaceable articles and similar valuable articles. Valuables should always be in the care of the passenger, so we request that they be carried in your carry-on baggage.

¿What are baggage tickets and why are they important??

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• Baggage tickets are the proof that airlines give to their customers to identify each of their checked baggage items. These are very important and should not be lost or thrown away, even when you have arrived at your final destination, as they are essential in case you have any later claim for your luggage.

For more information click on the following link: Checked baggage

2.Carry-on baggage

¿What should I do if my carry-on baggage is removed at the gate??

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• Due to space restrictions, it may happen that your carry-on baggage is removed at the gates. If this happens, you must remove the items outside the liability coverage and take them under your custody, since at that moment your carry-on baggage becomes checked baggage governed by the terms and conditions that it entails.

For more information click on the following link: Carry-on baggage

3.Excess baggage policies

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For more information click on the following link: Checked baggage

4.Baggage claim

¿What is the time limit for filing a baggage claim??

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• If your baggage did not arrive on your flight or has any irregularities, please notify us directly at our counter before leaving the airport customs area. To do so, you will need to request a baggage agent and fill out the Baggage Irregularity Report (BIR) form.

¿If I have a baggage claim, what should I do??

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• You must contact the staff at the station involved or call 0500-CONVIASA in your option #05

1.Refund policy

¿What is the policy in case of cancellation attributable to the airline??

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• In case CONVIASA is responsible for the interruption of the trip, due to causes attributable to, for example, mechanical failures of the aircraft, maintenance, logistical problems with the equipment, among others, you may request a total or partial refund of your ticket, as the case may be. This type of refund is called involuntary and there is no penalty for charges.

¿Can I request a refund for a ticket?

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• Tickets not used for reasons not attributable to the airline are not refundable, you have one year to use your ticket, it can be used as a form of payment for a new ticket, deducting the penalty specified in the fare regulation. In case of death of a customer, reimbursement will be granted to an immediate family member upon presentation of the death certificate. Immediate family includes spouse, children (including adopted), parents and brother(s) or sister(s).

For more information click on the following link: Refunds

¿Can a minor child travel unaccompanied??

Yes, only unaccompanied minors between the age of 07 and 18 years old are allowed, they must have an authorization from their legal representative.

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• They are not allowed to travel on domestic flights after 7:00 a.m 18:00.
• Must have a notarized permission from both parents, specifying date and flight number.
• Must inform in a mandatory way, at the time of booking, surname, name, identity document, telephone contact and address of the person who takes him/her to the airport and who receives him/her.
• Must be accompanied by their legal representative at the time of check-in.

For more information click on the following link: Minors traveling alone

¿How to purchase the special assistance service?

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• You can request this service through 0500-CONVIASA in option 06. Please note that the hours of operation are Monday through Friday from 8 am to 6 pm and Saturday and Sunday from 9 am to 5 pm.

1.Pregnant women

¿What requirements must I meet to board an aircraft while pregnant??

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• You may travel, as long as you meet the following requirements: if you are between 28 and 36 weeks or six months pregnant, you must present, for each flight, a medical certificate specifying the estimated date of delivery and confirmation that the passenger can travel safely by air, from the point of origin to the point of destination. The passenger must fill out a declaration of pregnancy form, given to her by the air marshal at the time of check-in. The medical certificate must be less than ten days old. During the trip she cannot be placed in emergency seats. Women 36 weeks or more will not be allowed to travel.

For more information click on the following link: Pregnant passengers

2.Senior passengers

¿What requirements must I meet to board an aircraft as a senior citizen passenger??

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• Any passenger over 60 years of age is considered a senior citizen (YCD), and applies to both men and women.
• A medical report notifying the passenger's state of health is required, from 85 years of age onwards.

For more information click on the following link: Senior passengers

3.Passengers with disabilities

¿What requirements must I comply with to board an aircraft as a passenger with a disability??

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• Conviasa considers disabled passengers to be all those who carry a valid CONAPDIS card.

For more information click on the following link: Passengers with disabilities

4.Children and infants

Infants (INF)

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• They are considered infants from 0 to 3 years of age and are exempt from fare on domestic routes. On International routes infants will get a 90% discount on the fare.
• In case of international flights must present a valid and valid passport.
• They must present a copy and original of the birth certificate.

Children (CHD)

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• They are considered children from 3 to 13 years old and they have a 50% discount on domestic flights and a 30% discount on international flights and a 30% discount on international flights.
• They must present a copy and original of their birth certificate or identity card in case they have one.

For more information click on the following link: Minors traveling alone

Students

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• 25% discount will be granted to students traveling on domestic flights between 13 and 18 years of age.
• You must provide proof of current education.
• The discount will only be granted at Conviasa's commercial offices and only from Monday to Friday.

Adults

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• They are considered from 13 years of age up to 60 years of age.
• On domestic and international routes, you must pay the full fare, there is no discount.
• On international flights must present a valid and valid passport, on domestic flights must present a laminated and valid ID card.

¿Human remains may be transported by air?

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For information, visit the link: Transfer of human remains

¿Where can I consult the migratory and/or sanitary requirements to enter a certain country as a final destination or transit??

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• For all international travel it is essential to have a valid passport. Find out about immigration regulations and requirements each time you travel abroad, as these rules are constantly changing. It is your responsibility to obtain all entry, exit and health documents, as well as any other documents required by the destination country. If you are unsure of the immigration requirements, we recommend that you check with the consulate or embassy of your destination country before purchasing your ticket.

for more information you can consult the following link: Immigration Requirements

¿You can send packages unaccompanied?

¿What should I do if my carry-on baggage is removed at the gate??

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• All luggage must be accompanied by the passenger, otherwise you can contact the department of national and international cargo or call 0500-CONVIASA option 04.
• Please note that the hours of service are Monday through Friday from 8 am to 6 pm, Saturday and Sunday from 9 am to 5 pm.

Domestic Route Penalties

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• 20% of the base fare for change.

Penalties International Route

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• Per change: 100 USD
• No Show: 250 USD
• Foid Change Penalty: 100 USD
• Child Passenger Change Penalty: 70 USD
• Child Passenger Change Penalty: 10 USD
• Penalty for NS Passenger (Child): 175 USD
• Penalty for NS Passenger (Child): 25 USD
• If there is a fare change, the passenger must pay the penalty plus the difference.