Frequently Asked Questions
In our FAQ section, you will find answers to the most common questions travelers have. From information about reservations to details about cancellation policies and recommendations for your trip.
Process at the airport
Viaja con On Vacation
Verify with which airline you have been assigned your flight, go to the airline module and follow the indications given by the staff.
Seats are assigned automatically through the system of the airline you are flying with. Be sure to bring identification documents for each passenger on the reservation; the airline counter at the airport will confirm your assigned seat.
For domestic flights, passengers must arrive three (3) hours before their scheduled departure time. For international flights, passengers must arrive four (4) hours before their scheduled departure time, so that they can complete the entire check-in and boarding process without any delays.
You should always consult the reason in the module of the airline you are traveling with and wait for a response to the causes and alternatives that the airline will provide you according to the situation.
If there are new developments at the airport, we recommend that you follow these steps:
- Go to the airline counter: They will be able to provide you with information about your flight and possible solutions.
- Contact our support team: If you need additional assistance, contact us on CHAT SAC WhatsApp +57 315 2199822
All persons traveling must carry their original valid identification documents.
Children under 7 years of age: original and a notarized copy of the birth certificate; for international flights, a valid passport.
Children between 7 and 17 years of age: valid ID card and birth certificate; for international flights, a valid passport.
Adults: valid ID card; for international flights, a valid passport.
All passengers require a valid passport to fly to international destinations; it must be valid for at least 6 months prior to the expiration date. We recommend verifying its validity with the Ministry of Foreign Affairs.
- Colombian national ID card or the corresponding password.
- Alien registration card.
- Passport.
- Special Residence Permit (PEP).
- Temporary Protection Permit (TPP).
- Copy of the minor’s identification document (birth certificate from the Civil Registry; for Colombian nationals over the age of seven, an identity card; and for foreign nationals, a passport)
- A copy of the legal guardian’s identification document (ID card, driver’s license, alien registration card, passport, or residence permit).
- A copy of the authorized adult’s identification document (ID card, driver’s license, alien registration card, passport, or residence permit).
- Specifically, if you need to be logged in
- Law 679 of 2001 is explicit and defines a minor as any person under the age of 18
In our flights the check in service must be done directly at the airport, in the module of the airline you are traveling with, to perform this process you must have identification document on hand for all travelers.
If your flight is a Commercial flight, you must make the process directly at the airline's travel module. Keep in mind that this change is subject to fare difference and penalties stipulated by the airline.
If your flight is Charter (CommercialC) and you are between 8:00 am and 17:00 pm you can contact us through the following channels of attention
In the event that your flight is scheduled outside the hours established here you can write by WhatsApp to the number +57 3152199822 where we will guide you in handling your news.
Welcome! It's very simple, go to: www.onvacation.com/co and search with the date, hotel and destination on our website. If you need personalized attention, we will provide it through the chat on the website or you can ask your trusted advisor. We recommend you to buy at our authorized points of sale that you can find here
Our rates vary depending on the dates, selected destination and current promotions. Currently, to inform you the value of the tourist service that you acquire we handle the following classification:
Infants: Everyone from 0 years old to 23 months
Adults: Everyone 2 years old and older.
In some of our rates you can find promotions for these or other temporary classifications. This information will be provided to you through the chat on the website or you can ask your trusted advisor.
Our rates vary depending on the dates, selected destination and current promotions. Currently, to inform you the value of the tourist service that you acquire we handle the following classification:
Infants: Everyone from 0 years old to 23 months
Adults: Everyone 2 years old and older.
In some of our rates you can find promotions for these or other temporary classifications. This information will be provided to you through the chat on the website or you can ask your trusted advisor.
In case of an international destination, all passengers require a passport, which must be valid for at least 6 months prior to the expiration date. We recommend you to check with the Ministry of Foreign Affairs to verify the validity of your passport.
Keep in mind that it is your responsibility to obtain all the necessary international travel documentation. Failure to comply with the entry requirements of each country may result in fines or the loss of your flight.
Since the entry requirements for each country are different, we recommend that you inform yourself about the documents required for your trip.
The other requirements to leave the country can be consulted at https://www.migracioncolombia.gov.co/.
If any of the travelers is not of Colombian nationality, he/she should consult with the embassy of the country of destination what requirements are needed for entry.
In case of selecting a destination where the yellow fever vaccine is mandatory, it should be applied preferably at least 10 days prior to the trip; for the entrance to natural parks, the ID card must be presented. (The vaccine should not be applied to: children under 1 year of age, people over 60 years old, pregnant women and people with special medical conditions).
Para conocer las características de los hoteles de la cadena turística On Vacation puedes ingresar a nuestra página principal en la sección Destinos.
Here you can find all the information of your destination and hotel selected for your rest.
Don't forget to download your Traveler's Guide, Hotel Briefing and Fact Sheet to have all the information at hand in My Booking, in the Documents section!
En On Vacation manejamos diferentes tipos y categorías de hoteles las cuales puedes consultar aquí
Select the hotel that best suits your relaxation plans and contact us to help you book!
They will be waiting for you with a distinctive piece from the company
When you reach your destination
Additional expenses that are not included in the plan you purchased, some of these expenses may be:
Tourist cards.
- Entrance cards to the selected destination.
- Other taxes established by the competent authorities.
- Items not specified in the purchased plan.
Underage passengers traveling without their parents or legal guardian must present a travel permit signed and notarized by the non-traveling parent or parents or legal guardian in accordance with Law 679/01 and Law 1336/09.
Failure to comply may result in criminal and administrative penalties in accordance with current laws. This document will be required by immigration for international flights and at destination in both domestic and international hotels at the time of check in.
Amazon
Check-in is at 3:00 pm and check-out: 1:00 pm.
San Andrés
Check-in is at 5:00 pm and check-out: 1:00 pm.
Guajira
Check-in is at 3:00 pm and check-out: 1:00 pm .
Santa Marta
Check in is at 3:00 pm and check out: 12:00 m
The tour operator is called GRUPO ALIANZA COLOMBIA.
The tour operator is called WAYUU ADVENTURES.
The tour operator is called SELVA TOUR
The tour operator is called BOOKOLIS
The tour operator is called Hovertours
The tour operator is called Colonial tours
The tour operator is called Colonial tours
If it is a night flight (charter) remember that 48 hours before the time of your flight, you must through our channels attention (CHAT SAC), Line call center request the addition of emotional support pet or special services to report them to the airline of your reservation Serpa gtu responsibility to report through our c anals of attention the request with the informed time in advance.
I want to travel with my pet
What to do with your luggage
You must arrange it directly with the airline at the airport module. Please note that this is subject to availability, costs and regulations of the airline.
Sales of tourist packages to national and international destinations only include one (1) personal item (backpack) with a maximum weight of 10 kg that must fit on the aircraft in the front seat.
Carry-on baggage
Domestic hold baggage
Remember that if you do not include the baggage before arrival at the airport, you can purchase it and pay for it according to the counter rates defined by the airline at the time of check in.
*For flights with Wingo Commercial C (Charter) and Jestmart commercial airlines, you can purchase hold baggage up to a maximum of 23 kg. Cabin baggage is purchased directly from the airline at the airport.
International hold baggage
- Applies to all channels.
- This rate is per person and must be purchased by all persons in the reservation.
Sales of package tours to domestic and international destinations only include one (1) personal item (backpack) with a maximum weight of 10 kg that must fit on the aircraft in the front seat.
Personal Item
Carry-on baggage
Hold baggage
sales of package tours to domestic and international destinations only include one (1) personal item (backpack) with a maximum weight of 10 kg that must fit on the aircraft in the front seat.
NOTA: La máxima cantidad de equipaje a comprar no puede superar el número de personas de la reserva. El servicio de equipaje de bodega y cabina para todos los vuelos no está incluido, por lo tanto debes revisar la tarifa o talla que hayas adquirido o podrás tomarlo con un costo adicional de acuerdo al valor establecido, adquiérelo aquí en el módulo de mireserva.com On Vacation – Gestión Reservas Online
Revisa las condiciones generales, peso y volumen de acuerdo a las políticas de la aerolínea.
The weight and volume of each bag will be checked prior to the flight in accordance with the policies of each airline. In the event that the baggage exceeds the weight authorized by each airline, the purchaser agrees to assume the additional costs. In case of baggage loss or delay, the airline will be responsible under the terms of the civil aeronautical regulation N° 3 Civil Areas Activities.
*Values subject to change.
Hold baggage allowance varies depending on the Airline you are traveling with:
Carry-on baggage
Domestic hold baggage
Remember that if you do not include the baggage before arrival at the airport, you can purchase it and pay for it according to the counter rates defined by the airline at the time of check in.
*For flights with Wingo Commercial C (Charter) and Jestmart commercial airlines, you can purchase hold baggage up to a maximum of 23 kg. Cabin baggage is purchased directly from the airline at the airport.
International hold baggage
- Applies to all channels.
- This rate is per person and must be purchased by all persons in the reservation.
Remember to keep in mind the restricted items in carry-on and checked baggage.
Items not allowed in carry-on baggage For international flights, the following items are not allowed in carry-on baggage: bottles, make-up, toiletries, among others, exceeding 100 ml.
All about Assist Card medical assistance
“To request assistance, please contact us at:
– WhatsApp: +54 9 11 2703-9665
– MyAssistcard Platform: Watch the tutorial here
– Mobile app: Download and use the app
– Helplines: View the list here (select the country you are in)”
When you confirm your reservation, you will receive the following documents at your registered email address: the contract and the terms and conditions. There, you can take your time to review the details of what your plan includes and everything you’ll enjoy on your trip.
You can easily purchase it by contacting our Loyalty Team via WhatsApp at 315 219 9822, option 5.
You can purchase it when you make your reservation, under the "Services" tab, by selecting Assist Card and your preferred coverage.
If you didn't purchase it when you made your reservation, you can also do so later by contacting our Loyalty Team via WhatsApp at 315 219 9822, option 5.
You don't need to activate it before your trip. We just recommend that you download the app and sign up before leaving the country. Remember that you should only report in if there are any changes, so you can confirm your attendance without any issues.
Yes, you will receive the contract and the terms and conditions at the email address you provided, where you can review all the details of your plan.
Coverage is purchased for the same number of days as your stay at the destination, whether you choose the all-inclusive or land-only package.
Travel insurance must be purchased at the time of booking or, at the latest, 24 hours before your trip begins.
We offer a variety of coverage options. You can view them at the following link: onvacation.com/co/landing-assist-card
No, the rate only increases based on age: for those aged 69 to 74, there is a 50% increase, and for those 74 and older, the increase is 100%.
Si el departamento de asistencia no encuentra un voucher activo, se validará directamente con el equipo interno de Assist Card y On Vacation para confirmar si el pasajero cuenta o no con la tarjeta vigente (en algunos casos puede aparecer como No validado dentro del modelo capitado).
Una vez realizada la validación, se dará respuesta al pasajero. En caso de presentarse una urgencia, el manejo se realizará a través de reembolso, siempre y cuando se compruebe que el pasajero sí tenía el producto incluido.
No, you must make your own way to the location where your attendance has been approved.
No, you must purchase the package for every night of your stay.
Recuerda que este beneficio es válido únicamente para destinos nacionales vendidos por On Vacation.
Yes, the price is per person, regardless of age. Please note that special rates apply for guests over the age of 69.
Don't worry, there is no minimum age requirement to purchase this coverage. We offer a special rate for adults over the age of 69.
Click the link below to view the terms and conditions for your selected coverage: https://www.onvacation.com/co/landing-assist-card/
The Assist Card you previously purchased remains included in your reservation.
If it is a land-based plan and you are comparing it to the direct Assist Card plan, please send an email to modificaciones.colombia@assistcard.com. If it is a comprehensive plan, please notify us through your request on the changes portal.
You should go to the nearest medical center with your EPS.
“If you have a land-only plan and purchased it directly through the Assist Card landing page, please send an email to modificaciones.colombia@assistcard.com or
. If you have a comprehensive plan, the change will be notified directly through your request in the changes portal.”
No, the Assist Card service must be purchased additionally when the reservation of use is created.
Yes, all passengers are required to purchase travel insurance.
If a customer does not wish to purchase the Assist Card, they may travel with coverage provided solely by their EPS. However, we recommend purchasing the assistance plan, as it offers greater peace of mind and support during the trip.
For inquiries:https://www.assistcard.com/co/faq
This is optional and must be included in the “SERVICES” tab when making the reservation
For National Plans, you can purchase: Basic National Plan ($20 million) and National Plus Plan ($45 million)
You can check the terms of your selected plan at: https://www.onvacation.com/co/landing-assist-card/
No, only rate increases apply: from 69 to 74 years of age the increase is 50% and after 74 years of age the increase is 100%.
It must be purchased for the entire course
Travel insurance must be purchased at least 3 business days before your departure date to ensure it is issued correctly.
You can check the terms of your selected plan at: https://www.onvacation.com/co/landing-assist-card/
You can view your selected plan in the contract and the terms and conditions. In addition, the traveler will receive the voucher one day before their trip.
Emotional support pets
Yes, we allow emotional support pets in specific hotels and rooms, subject to availability. It is important to notify us at the time of booking.
- Current vaccination card of the pet.
- Official certification that accredits your pet as an emotional support animal or assistance dog.
- Psychological certification of the guest requiring emotional support
- Emotional support pet admission responsibility form that you can download here.
Yes, an additional cleaning and disinfection fee applies.
Pets may stay in assigned rooms and certain outdoor areas defined by the hotel. They do not have access to restaurants, bars, pools, spas or other restricted areas.
If you did not inform us at the time of booking and the hotel does not have rooms available for pets, their entry may be restricted. In addition, if the pet is detected without prior notice, the corresponding rate will be automatically applied and/or defined by the hotel.
Get to know our customer service channels
We seek to ensure immediate contact with customers with a response in the shortest possible time and customer satisfaction through personalized attention. You can access the CHAT SAC through the following channels:
- WhatsApp +57 315 2199822
- Páginas Oficiales On Vacation
- Redes Sociales Oficiales On Vacation
As a user, you have the right to submit your requests, complaints, claims, suggestions and compliments (PQRSF) to the company.
Communication channels
Through this form you will be able to make all the requirements or ask any questions you may have regarding your reservation or contract.
To complete this procedure you must have the reservation or contract number if you are a Continental or Experience Member and indicate the e-mail address registered at the time of purchasing the service. Enter here to file your PQRSF
You will be able to consult the general conditions of your reservation
Download documents:
The service contract.
Account statement.
Hotel voucher
Certification of your trip
Reconfirmation document, traveler's guide, recommendations, hotel policies.
Through this form you will be able to make all the requirements or ask any questions you may have related to your reservation or contract.
To complete this procedure you must have the reservation or contract number if you are a Continental or Experience member and indicate the e-mail address registered at the time of purchase of the service. file PQRSF
Through this channel you will also be able to check the status of your requirements. consult PQRSF
Depending on the service you have purchased with the company, you have a personalized channel of attention:
- Partners Experience:018000112979 option 3
- Continental Partners: 018000112979 option 3
- Clients of Plan Competo or Programmed Savings: 018000121049 option 5
Remember that now you have the portal https://mireserva.onvacation.com/#/login through which you will be able to:
- Download the contract documents.
- Enter the names of the passengers in the reservation.
- Modify the passengers in the reservation, subject to the conditions and penalties of your contract. Modify your travel date, subject to the conditions and penalties of your contract.
We will respond to the PQRSF submitted (Petition, Complaint, Claim, Suggestion or Compliment) within 15 working days after its filing according to paragraph C) of section 5 of Article 58 of Law 1480 of 2011, to the email you registered at the time of purchase of the service.
In case we require additional information or documents we will communicate the situation and the reasons for this. To comply with the sending of such information you will have a period of one (1) month from the date on which the request was made. If we do not receive the additional information, under the terms of Law 1755 of 2015 we will proceed to file your request by tacit withdrawal.
Regarding the requirements concerning the processing of personal data and in compliance with Articles 14 and 15 of Law 1581 of 2012, we will respond to queries within a maximum period of ten (10) working days, extendable term up to five (5) additional working days at the expiration of the first term. Regarding complaints and claims, a response will be given within a maximum period of fifteen (15) business days, extendable for up to eight (8) business days following the expiration of the first term.
- For our online advisor channels chat, WhatsApp line, National Telephone Line: Monday to Friday from 8:00am to 5:00pm and Saturdays: 9:00am to 12:00pm.
For email and PQRSF web page you can submit your request at any time and it will be answered within the terms of law.
For the self-management channel you can perform the procedures at any time.
In case you have any news with your reservation, at the airport or on your flight outside the hours established here you can write by WhatsApp to the number +57 318 2616187 where we will guide you in handling your news.
We invite you to know all the information in the following link: Assis carde.
Pay for your Vacation
You can contact our collection advisors Monday through Friday from 8:00 am to 7:00 pm and Saturdays from 8:00 am to 12:00 pm.
En On Vacation queremos ofrecerte diferentes opciones de pago, es por esto que podrás pagar tus reservas de viaje en efectivo, tarjeta crédito o débito.
Pagos Online: http://pagosonline.onvacation.com/ a través de nuestra página, ingresa con el número de reserva o cedula del titular y podrás realizar el pago en línea.
Consignación bancaria DAVIVIENDA: Cuenta de ahorros 485100000994; Convenio 1160092 A nombre: Finantodo Referencia de Pago: Número de Reserva
Consignación bancaria BANCOLOMBIA: Cuenta corriente: 30471143381 Convenio: 40288 A nombre: Finantodo Referencia de Pago: Número de cédula del titular.
Corresponsales Bancario Bancolombia: En las cajas de los supermercados éxito, Carulla, Olímpica y Surtimax Convenio: 40288 Referencia de pago: Número de cédula del titular.
Acércate al punto Efecty más cercano, con el código de convenio 113344 a nombre de ON VACATION y tu número de reserva, el pago será aplicado en línea.
Recuerda que los pagos son a nombre de Finantodo S.A.S., una compañía aliada encargada del recaudo de los servicios de On Vacation
Podrás enviar tu soporte al correo pagoscartera@onvacationhoteles.com
Recuerda que On Vacation cuenta con unos medios de pago específicos por lo que está prohibido realizar la entrega de sumas de dinero a cualquier miembro de nuestra fuerza comercial ¡Esto lo hacemos para garantizar experiencias memorables!
The payment facilities we make available to you are:
If your travel date is 31 calendar days or more, make the initial payment as indicated in the fare purchased at the time of purchase and the remaining amount can be deferred to monthly installments on a pro-rata basis and be paid in full 30 days prior to your travel date.
If your travel date is 30 calendar days or less, make the initial payment as indicated in the fare purchased at the time of purchase and the remaining amount must be paid 20 days prior to your travel date.
En On Vacation te ofrecemos múltiples medios de pago automáticos para tu comodidad. Puedes pagar con tarjeta de crédito, débito o a través de PSE ingresando al siguiente enlace: https://pagosonline.onvacation.com
Changes and modifications to your reservation
Promotional air tickets are non-refundable, therefore, the applicable penalties are those stipulated in the contract and for commercial flights those defined by the airline.
In accordance with the provisions of the contract, the acceptance of the clauses is given with the first partial payment or down payment made upon reservation.
We recommend you to check the email address you registered at the time of purchase, we automatically send the contract once you have purchased the reservation or download it through: my onvacation reservation.
When you receive any notification from the airline, we will deliver the information via text message or email to the phone line and email registered at the time of the sale, remember to periodically update your contact information.
It is a travel insurance whose purpose is to guarantee the use of tourist services for clients in the following cases:
Death of any of the passengers appearing in the reservation, in which case 100% of the paid value of the passengers in the reservation is reimbursed discounting the value of the guarantee.
Illegal deprivation of liberty of any of the travelers appearing in the reservation, guarantees the rescheduling of the trip without penalty only for the affected traveler.
Illness certified by a health center authorized by the Ministry of Health or the National Superintendence of Health of any of the travelers listed in the reservation and that due to their condition expressly indicates the impossibility of using the services, guarantees the reprogramming of the trip without penalty only for the affected traveler.
Obstruction of the access roads to the place or terminal of departure certified by competent authorities, guarantees the reprogramming of the trip without penalty.
Death of a relative of a passenger of the reservation or illness certified by EPS of a relative of the first degree of consanguinity or spouse guarantees the reprogramming of the trip without penalty.
CONDITIONS: The cancellation guarantee applies to passengers who acquire it to enjoy the company's tourist program, which must be entered in the system at the time of the request; its coverage begins once the purchase of the tourist service has been made and the travel documents issued, it expires at the end of the use of the contracted tourist services; The term to execute the guarantee is eight (8) calendar days counted from the occurrence of any of the events described; to reactivate the reservation and access the services, the client must pay the readjustment to the rate and deduction of the guarantee without any penalty.
Remember that the Tourism Law allows the administrative charge or penalty charge for non-compliance or non-presentation by the client, these can be found in your contract and they vary depending on the reason for the change, plan purchased and the date on which you request the modification.
Administrative charge: Corresponds to the value to be assumed by the client for the modification of the reservation, it is not a penalty, it is described in Clause Seven of the Contract
Penalty: Corresponds to the value charged by the company or third parties for the non-use of the services and is described in Clause Eight of the Contract.
It is necessary to send the specific request for the change to . Remember that changes in the reservation must be made only by the owner, once the change is made you will receive a confirmation of the change made to the registered email. If the change or novelty generates any additional charge it must be paid the same day through our payment channels: https://www.onvacation.com/co/canales-de-pago
Manage your purchases at www.onvacation.com
Know the terms and conditions of your purchase at https://www.onvacation.com/co/terminos-y-condiciones.
To check your itinerary, please go directly to the airline's web page with your reservation record that you received in your registered e-mail.
The reconfirmation of your flight and itinerary will be sent to your email once you make the purchase through onvacation.com to the email registered at the time of purchase.
If you have accommodation reservations purchased onvation.com you can check your reservations through myreservation.com Check the terms and conditions of your purchase at https://www.onvacation.com/co/terminos-y-condiciones.
Commercial flights
Es una reserva que hacemos con Avianca o Latam directamente desde nuestro sistema Osiris o la página web de On Vacation. Allí puedes elegir si quieres comprar solo los tiquetes o un plan completo con vuelo y hotel. En el sistema lo verás como Vuelo Comercial
Puedes hacerlo en el sistema Osiris (uso interno) o en la página web de On Vacation
This is a direct integration with Avianca or Latam that provides real-time availability and instant booking. You can also customize your booking with options such as baggage, seat selection, meals, and more
To make a reservation, you'll need the information for the booking holder and each passenger: full name as it appears on their ID, date of birth, ID number, and email address.
Your reservation is only confirmed once you have paid 100% of the ticket price at the time of booking. If you are booking a package deal (flight + hotel), you must also pay the deposit for the accommodation.
Through Osiris, the person who made the reservation receives the contract directly, which includes details of the purchase, itineraries, reconfirmation, account statements, billing information, and reminders sent via email, WhatsApp, or automated calls. For operational changes made by the airlines, information will be sent to the registered email address; it is the passenger’s responsibility to keep this address up to date.
These fees cover administrative services and the agency’s issuance of the ticket. These fees are regulated and set by Aerocivil and are non-refundable. For more information, visit: https://www.aerocivil.gov.co/.”
The administrative fee is determined based on the route and destination (domestic or international). It is charged per passenger, includes VAT, is calculated using the daily TRM exchange rate for currency conversions, and is non-refundable. For more information, visit: https://www.aerocivil.gov.co/.”
The passenger will receive an email notification of the change, including the new itinerary sent by the airline. That is why it is essential for the customer to provide a valid email address to Osiris or on the website.
If you do not provide a valid email address when making your reservation, you will not be able to receive notifications or communications regarding your trip. Furthermore, the passenger is responsible for any updates or changes that cannot be communicated.
You can do this on the mireserva.com website, where you'll find the current balance for your accommodations and flights.
No, it is available for an additional fee and can be selected when you make your reservation.
All communications are sent to the email address the account holder provides to Osiris, so it is mandatory to include it in order to receive all booking information
"This is handled as a change, and customers can make the change directly on the Avianca website using the ticket number and the passenger's last name at the following link: https://www.avianca.com/es/tu-reserva/cambios-y-reembolsos/?currencyCode=EUR."
And if you're flying with Latam, you can make your reservation at https://servicioalcliente.onvacation.com/
The right of withdrawal applies within 5 days of purchasing the ticket, provided that the service has not yet been used during that time, as stipulated by Law 1480 of 2011. If the refund is approved, it will be processed according to the type of purchase you made (in-person or online). To request a refund, please do so through our link: https://servicioalcliente.onvacation.com/.”
Changes to the date, time, or name, as well as cancellations, are always subject to the airline’s fare policy. To make these changes, customers must contact the airline directly; in the case of Avianca, please visit the following link: https://www.avianca.com/es/tu-reserva/cambios-y-reembolsos/?currencyCode=EUR.”
And if you're flying with Latam, you can make arrangements at https://servicioalcliente.onvacation.com/
Each passenger may bring up to 3 pieces of luggage, subject to availability. The selection is made at the time of booking.
Manage your reservation
The airline with which you purchased the service is in charge of notifying you of this information to the e-mail address you registered at the time of purchase.
If you have any issues regarding your reservation that you were unable to resolve, please submit your request using this form. Please remember that changes to the reservation must be made only by the account holder. Once the change is made, you will receive confirmation of the change at the registered email address. If the change or update results in any additional charges, they must be paid on the same day through our payment channels: https://www.onvacation.com/co/medios-de-pago-autorizados/
Please submit your request at least twenty (20) days prior to your travel date. A response to your request will be sent via email within fifteen (15) business days.
Please note the penalties outlined in the contract based on the change you wish to make, which is subject to availability and rate adjustments.
Remember that now you have the My Booking portal through which you will be able to:
Manage your Reservation: Change date, activate your reservation, change destination, change origin, change hotel and accommodation (subject to the conditions, administrative charges or penalties of your contract).
Passenger Management: Passenger Entry and/or Correction, Passenger Cancellation, Passenger Addition (subject to the conditions, administrative charges or penalties of your contract).
You will be able to consult the general conditions of your reservation.
Download documents:
The service contract,
Account statement
Hotel voucher
Certification of your trip.
Reconfirmation document, traveler's guide, recommendations, hotel policies.
Through our "Documents" section you will be able to download the "reconfirmation" where you will find the details of your itinerary.
Our travelers receive confirmation of all travel information, itineraries, destination recommendations and traveler's guide 13 days and 2 days prior to travel via email and text message, we recommend that you keep the reservation holder's contact information up to date.
If your flight is Commercial, 2 days before the date of your trip, we will send you by text message to the cell phone number registered at the time of purchase, the reservation code with which you can check directly with the airline the status of your flight.
If your flight is Charter, the reconfirmation will be sent to the email registered at the time of purchase with the information of your trip.
We have several options for you, so you can choose the one that is easiest for you:
Through our My Booking portal you can activate your reservation https://mireserva.onvacation.com/ in the module "reservation activation"
You can send your request through our WhatsApp https://wa.me/573152199822 with option 3 to pay my reservation, and ask to speak with an advisor, there he will provide you with the information to generate your reactivation
You can send your request to our email reactivaciones@onvacation.com with your contact number, our reactivation advisor will contact you within 24 to 48 hours to perform the reactivation
We remind you that the activation of the reservation is subject to administrative charges, penalties and new rates subject to air and hotel availability.
Validate conditions and benefits at https://www.onvacation.com/covid/covid-19
The reconfirmation of your flight and itinerary will be notified directly by the airline with which you purchased the service to the e-mail address you registered at the time of purchase.
You will be able to redeem it by verifying the terms of your contract, once you arrive at the hotel with our operator Grupo Alianza Colombia.
