Flight Delayed or Cancelled in Colombia? RAC 3 Passenger Rights
Colombia's passenger rights are in the Colombian Aeronautical Regulations, RAC 3, issued by the civil aviation authority (Aerocivil), together with the Consumer Statute (Law 1480 of 2011). Since May 2019, the Superintendencia de Transporte (Supertransporte) has been the authority that protects air passengers' rights.
Delays caused by the airline
According to Supertransporte, when a delay, cancellation, or interruption is caused by the airline itself, the rules set these steps:
- More than 1 hour and less than 3: a snack and a phone call of up to 3 minutes.
- More than 3 hours and less than 5: in addition, a meal (breakfast, lunch, or dinner depending on the time).
- More than 5 hours: in addition, compensation of at least 30% of the value of the flight segment, payable in cash unless the passenger agrees to miles, vouchers, or tickets instead.
If the delay runs past 10 PM local time and you are not in your home city, the airline must also provide lodging and transfers between the airport and the hotel.
Weather and other causes
These steps are tied to causes that belong to the airline. For weather and similar events, airlines still have to inform passengers and arrange new travel, but the compensation step does not apply. Ask the airline to state the cause in writing.
Refunds and damages
Supertransporte can investigate and sanction airlines, but it does not award personal damages. For damages, Supertransporte explains that you must first make a claim to the airline, which has 15 business days to respond. If it refuses or does not answer, you can go to a judge or to the Superintendencia de Industria y Comercio.
Main airports and airlines
Airports include Bogotá El Dorado (BOG), Medellín José María Córdova (MDE), Cartagena (CTG), Cali (CLO), Barranquilla (BAQ), San Andrés (ADZ), Santa Marta (SMR), and Pereira (PEI). Airlines include Avianca, LATAM Airlines Colombia, Wingo, Clic, and Satena.
Where to complain
Write to the airline first and keep a copy. You can then file a complaint (PQRS) with the Superintendencia de Transporte through the "Peticiones, quejas o reclamos" link at supertransporte.gov.co. Aerocivil's passenger rights page is at aerocivil.gov.co.
FAQ
Does the 30% apply after 4 hours? Supertransporte describes it as applying to delays of more than 5 hours caused by the airline.
Can the airline pay me in miles? The rule describes payment in cash unless the passenger accepts another form such as miles or vouchers. You can ask for cash in writing.
Is there a deadline to complain to Supertransporte? Supertransporte has 3 years to sanction a violation, so complain as soon as you can and keep your records.
Related guides
- Flight cancelled? What to ask for
- Missed a connection because of a delay?
- Flight delay rules around the world
Create your letter
Delay Draft writes a clear, professional letter that you send to the airline yourself. It lists your flight, the times, the cause you were given, and the rule you are relying on. We are not a law firm, we do not give legal advice, and we do not file claims for you. Questions: claims@delaydraft.com.