Colombia’s domestic aviation network is extensive - Bogotá El Dorado, Medellín José María Córdova, Cartagena Rafael Núñez, Cali Alfonso Bonilla Aragón - and the country sees hundreds of flights daily. Delays and cancellations are a regular reality, especially during the rainy season or when Andean weather closes mountain airports. What many travellers don’t know is that Colombia has enforceable passenger rights, and international routes may also trigger EU261 protection.
The Two Regulatory Frameworks
Depending on where your flight departs and which airline you’re on, two different sets of rules may apply.
AEROCIVIL: Colombia’s Domestic and International Rules
The Aeronáutica Civil de Colombia (AEROCIVIL) is the national civil aviation authority. Resolution 04444 and subsequent regulations establish passenger rights for flights departing from Colombian airports. Key rules:
- Applies to all flights departing Colombia, whether operated by a Colombian or foreign carrier
- Covers domestic routes (Bogotá–Medellín, Bogotá–Cartagena, etc.) and international departures from Colombia
EU Regulation 261/2004
EU261 applies to any flight arriving in an EU country on an EU-based airline, or departing from an EU country regardless of airline. Relevant for Colombia travellers:
- A flight from Bogotá to Madrid on Iberia is covered by EU261 for both legs if Iberia is the operating carrier
- A flight from Bogotá to Amsterdam on KLM triggers EU261 protection
- A flight from Bogotá to Paris on Avianca (non-EU carrier) is not covered by EU261 on the outbound leg, but may be covered on the Paris–Bogotá return
If your flight operates under EU261, the rules and compensation amounts described in the EU section below are more generous than Colombian domestic rules - use whichever framework gives you the stronger claim.
AEROCIVIL Compensation: What You’re Owed in Colombia
Under Colombian aviation regulations, compensation is structured around the delay length and the passenger’s choice:
Delays of 30+ minutes: The airline must provide information about the cause and updated departure times.
Delays of 1+ hour: Refreshments and communications (one phone call or email access) must be provided.
Delays of 3+ hours (or cancellation without adequate notice):
- Full refund of the ticket price, OR
- Rerouting to the destination at no additional cost, OR
- Meals, hotel accommodation, and transport if an overnight stay is required
Compensation amounts for delays and cancellations are calculated based on the ticket value and the length of delay, expressed as a percentage. AEROCIVIL’s formula typically results in compensation of 30–100% of the one-way base fare for significant delays, depending on the circumstances.
For denied boarding (bumping) due to overbooking, the airline must offer either a full refund or rebooking plus cash compensation equal to at least 30% of the ticket value.
EU261 Compensation: What You’re Owed on EU Routes
For flights covered by EU261, compensation is fixed by distance - not ticket price:
| Flight distance | Compensation |
|---|---|
| Under 1,500 km | €250 per person |
| 1,500–3,500 km | €400 per person |
| Over 3,500 km (delay 3–4 hrs) | €300 per person |
| Over 3,500 km (delay 4+ hrs) | €600 per person |
Bogotá to Madrid is approximately 8,700 km, so a 4-hour delay on an EU-operated flight could yield €600 per passenger. For a family of four, that’s €2,400.
What Counts as “Extraordinary Circumstances”?
Both frameworks allow airlines to avoid compensation when disruption was genuinely outside their control. Accepted examples include:
- Severe weather (tropical storms, volcanic ash, Andean fog)
- Air traffic control restrictions or strikes
- Security threats or airport closures
- Medical emergencies on board
What airlines cannot use as extraordinary circumstances:
- Technical issues (unless caused by a manufacturing defect outside the airline’s maintenance obligations)
- Staff shortages
- Overbooking (this is a commercial decision, not a natural event)
- Operational reasons with no further explanation
Avianca and LATAM have both attempted to classify routine technical delays as extraordinary. Regulators - both AEROCIVIL and EU authorities - have repeatedly rejected this.
Common Colombian Carriers and What to Expect
Avianca is Colombia’s largest carrier and handles most international routes from El Dorado. Their claim process has improved in recent years, but response times can be slow: allow 3–4 weeks. For EU261 claims on European routes, Avianca is subject to EU enforcement even though it’s a non-EU carrier - because the claim relates to the EU arrival airport.
LATAM Colombia operates domestically and internationally. LATAM has a relatively structured refund process, though compensation for delays often requires escalation.
Wingo and EasyFly serve domestic leisure routes and are frequent sources of delay claims at smaller airports. AEROCIVIL complaints are generally effective against domestic carriers.
How to Claim
Step 1: Document your disruption. Screenshot the departure board, save all airline SMS or email communications, and keep your boarding pass.
Step 2: Calculate your claim. For EU261, use flight distance and actual arrival delay. For AEROCIVIL, collect your ticket confirmation showing the base fare.
Step 3: Submit to the airline. All airlines must have a passenger claims process. File online or in writing. In Colombia, airlines have 30 days to respond to formal complaints.
Step 4: Escalate to AEROCIVIL. If the airline does not respond or refuses without valid justification, file a complaint directly with AEROCIVIL through their online Sistema Único de Información de Trámites (SUIT) portal. AEROCIVIL can issue binding resolutions and impose fines on non-compliant carriers.
Step 5: Use a no-win, no-fee service. If navigating two regulatory frameworks sounds daunting, Compensair handles EU261 claims end-to-end - eligibility check, submission, escalation - and charges nothing unless they win. Useful particularly for claims on European-operated routes.
How Far Back Can You Claim?
In Colombia, the statute of limitations for aviation claims is 2 years from the date of the disrupted flight. EU261 claims fall under the jurisdiction of the country of arrival; most EU states allow 2–6 years depending on local limitation law.
Practical Tips for Colombia Flights
- Bogotá is a hub for weather delays. El Dorado sits at 2,600 m altitude and experiences regular fog and crosswinds. Weather here is less likely to count as extraordinary circumstances for short-haul domestic routes, where airlines are expected to plan for known conditions.
- Domestic connections are the main delay risk. Colombian domestic aviation is high-frequency but subject to capacity constraints, especially during July–August school holidays and December–January peak season.
- Keep receipts for meals and hotels. Even when cash compensation doesn’t apply, the right to care (meals, accommodation) always does for delays of 3+ hours.
For information on reaching Colombia and current flight options, see our flights to Colombia guide. If you’re planning your itinerary around key cities, the 7-day Colombia itinerary covers the Bogotá–Medellín–Cartagena circuit that most first-time visitors use.
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