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Frequently asked questions about the new way of flying

Here are some frequently asked questions about the new way of flying during the times of Coronavirus:
We are the airline that challenges itself and is transformed through every moment!

What should I consider while flying within Colombia?

Please remember:

  • ID or passport
  • Digital boarding pass on your cell phone, You can check-in online at our website www.vivaair.com
  • Wear a surgical mask at all times covering nose and mouth
  • Arriving at the airport 2 hours before a domestic flight

Find out all the recommendations in this ‘new way of flying’ here

What should I consider when flying within Peru?

Please remember:

  • You do not need to present a Covid test (molecular, PCR or Antigen) with a negative result to travel within Peru.
  • ID or passport
  • Digital boarding pass on your cell phone, You can check-in online at our website
  • Wear a mask and face shield at all times covering nose and mouth
  • Arriving at the airport 2 hours before a domestic flight

Find out all the recommendations in this ‘new way of flying’ here

What should I take into consideration for my international flight?

In order to have everything ready for your international trip to Colombia, Peru or the United States, we invite you follow these recommendations and requirements for entering the different destinations here
Remember that, depending on the country of destination, the requirements may change.

How many hours in advance should I arrive at the airport?

Colombia:

We recommend arriving at the airport 2 hours in advance for your domestic flight, as the airport operators will control the entrance to the terminal. For your international flight, we recommend arriving 3 hours before the flight time.

Perú:

If you are traveling from Lima, arrive at the airport 3 hours before your flight. For flights from other cities in Peru, we recommend arriving 2 hours in advance.

Regarding the situation with COVID-19, can I make changes to my tickets?

For sure!

If as a passenger, Viva give you a Voucher for change or cancellation of your flight, please consider:

  • For vouchers issued until November 30, 2020, the maximum redemption and flight date is November 30, 2021.
  • In the case of vouchers issued after 1 December, 2020, the maximum exchange and flight date will be one year from the date the voucher was issued.

If proactively as a passenger you want to change your flight, either change for another flight, date, time, route and / or name, it has an associated cost (fee per change & fare difference if applicable).

How do I know my reservation code?

It's super easy!
Visit https://codigoreserva.vivaair.com/

What is a Voucher?

This is a document that contains a code for the value of your purchase minus the administrative fee, which you can redeem on the services provided by Viva.

How is the cleaning of the airplanes carried out?
We clean the interior of our aircraft many times, at different moments:
  • Daily and at the end of each flight assignment. This includes general cleaning procedures such as evacuating waste, cleaning bathrooms, tables, chairs, rugs, belts, among other components.
  • We also reinforce the plane's cleanliness with a deep interior cleaning every 15 days, where the cabin of both passengers and pilots is vacuumed and galleys and bathrooms are cleaned, while carpets, tapestries and seats are vacuumed.
Why don't you have the middle chair empty?

Our airplanes are the most hygienic means of commercial transport in the world, as we have state-of-the-art aircraft which have air systems in the cabins, equipped with special HEPA filters that completely renew the air every 3 minutes. This air is purified through filters that capture 99.9% of particles and microorganisms. The air you breathe is always clean and recirculates at all times.
Find here all about our ventilation system

What is Viva doing for taking care of passengers?

We are the first airline in Colombia and Peru to obtain the ‘Check in Certified’ biosafety seal awarded by ICONTEC which reaffirms Viva as a safe and reliable airline when flying, complying 100% with biosafety protocols.

What service channels are available to help travelers?

At Viva we have several service channels available.

  • Online Chat at vivaair.com
  • Wb Form
  • Call Center
  • Social Media

Get to know them here

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