FAQ
In our Frequently Asked Questions section, you'll find answers to the most common questions travelers have. From booking information to details about cancellation policies and travel recommendations.
Process at the airport
Travel with On Vacation
Check which airline your flight is assigned to, go to the airline counter and follow the instructions given by the staff.
Seat assignments are automatically handled by the airline you're traveling with. Remember to bring the identification documents for each passenger on your reservation, and the airline's check-in desk at the airport will confirm your assigned seat.
For domestic flights, our passengers must arrive three (3) hours prior to departure. For international flights, they must arrive four (4) hours prior to departure to allow time for check-in and boarding.
You should always check the reason in the module of the airline you are traveling with and wait for a response regarding the causes and alternatives that the airline will provide according to the situation.
If there are any changes at the airport, we recommend following these steps:
- Go to the airline counterThere they can provide you with information about your flight and possible solutions.
- Contact our support teamIf you need further assistance, please contact us at the CHAT SAC WhatsApp +57 315 2199822
All travelers must bring their original, valid identification documents.
Children under 7 years old: original and photocopbirth certificate from the civil registry authenticated before a notary; for international flights, a valid passport.
Minors between 7 and 17 years old: valid identity card and civil registration; for international flights, a valid passport.
Adults: valid ID card; for international flights, valid passport.
All passengers require a valid passport to fly to international destinations; it must be valid for at least six months beyond the date of departure. We recommend verifying the validity of your passport with the Ministry of Foreign Affairs.
- Colombian citizenship card or the corresponding password.
- Foreigner's ID card.
- Passports.
- Special Permit of Stay (PEP).
- Temporary Protected Leave (TPL).
- Copdocument of the minor (Civil birth registration, for Colombians over seven years of age identity card and for foreigners passport)
- Copia of the document of the adult authorizing (Citizenship card, password, foreigner's card, passport or stay permit).
- Copia of the document of the authorized adult (Citizenship card, password, foreigner's card, passport or stay permit).
- Specifically, if it is necessary for it to be authenticated
- Law 679 of 2001 is explicit and classifies as a minor anyone who has not reached the age of 18.
On our flights, check-in must be done directly at the airport, at the counter of the airline you are traveling with. To complete this process, all travelers must have their identification document readily available.
If your flight is commercial, you must complete the process directly on the airline's website. Please note that this change is subject to fare differences and penalties stipulated by the airline.
If your flight is a Charter (CommercialC) and you are between 8:00 am and 17:00 pm, you can contact us through the following customer service channels
If your flight is scheduled outside of the times listed here, you can write via WhatsApp to the number +57 3152199822 where we will guide you in managing your new product.
Welcome! It's very simple, just go to: www.onvacation.com/co Search by date, hotel, and destination on our website. If you need personalized assistance, we'll provide it through our website chat, or you can consult your trusted advisor. We recommend purchasing from our authorized sales points, which you can find here.
Our rates vary depending on the dates, destination, and current promotions. Currently, we use the following classification to inform you of the cost of your travel service:
Infants: Anyone from 0 years to 23 months old
Adults: Anyone aged 2 and over.
Some of our rates include promotions for these or other temporary classifications. We'll provide this information via the website chat, or you can consult your trusted advisor.
Our rates vary depending on the dates, destination, and current promotions. Currently, we use the following classification to inform you of the cost of your travel service:
Infants: Anyone from 0 years to 23 months old
Adults: Anyone aged 2 and over.
Some of our rates include promotions for these or other temporary classifications. We'll provide this information via the website chat, or you can consult your trusted advisor.
For international destinations, all passengers require a passport valid for at least six months beyond the date of arrival. We recommend verifying the validity of your passport with the Ministry of Foreign Affairs.
Keep in mind that it is your responsibility to obtain all the necessary international documentation for travel; failure to comply with the entry requirements of each country may result in fines or the loss of your flight.
Since entry requirements vary from country to country, we recommend you find out about the necessary documents for your trip.
You can find the other requirements for leaving the country on the website https://www.migracioncolombia.gov.co/
If any of the travelers are not of Colombian nationality, they should consult with the embassy of the destination country regarding the entry requirements.
If you choose a destination where the yellow fever vaccine is mandatory, it should be administered preferably at least 10 days before your trip; you must present your vaccination card to enter national parks. (The vaccine is not recommended for: children under 1 year old, adults over 60 years old, pregnant women, and people with underlying medical conditions)
To learn about the features of the hotels in the On Vacation tourist chain, you can visit our main page in the Destinations section.
Here you can find all the information about your destination and the hotel you have selected for your vacation.
Don't forget to download your Traveler's Guide, Hotel Briefing, and Technical Data Sheet to have all the information at hand! My Reservation...in the Documents section!
At On Vacation we handle different types and categories of hotels which you can consult here
Choose the hotel that best suits your vacation plans and contact us to help you book!
They will be waiting for you with a distinctive piece from the company.
When you arrive at your destination
Additional expenses not included in the plan you purchased may include:
Tourist cards.
- Entry cards to the selected destination.
- Other taxes established by the competent authorities.
- Concepts not specified in the purchased plan.
Passengers under the age of 18 who travel without their parents or legal guardian must present a travel permit signed and notarized by the non-traveling parent or the 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 applicable laws. This document will be required by immigration for international flights and at check-in at both domestic and international hotels.
Amazon
Check-in is at 3:00 pm and check-out is at 1:00 pm.
San Andres
Check-in is at 5:00 pm and check-out is at 1:00 pm.
Guajira
Check-in is at 3:00 pm and check-out is at 1:00 pm.
Santa Marta
Check-in is at 3:00 pm and check-out is at 12:00 pm.
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's a night flight (charter), remember that 48 hours before your flight time, you must request the addition of an emotional support pet or special services through our customer service channels (CHAT SAC) or call center. It is your responsibility to report this request through our customer service channels with the required advance notice.
I want to travel with my pet
What to do with your luggage
You must escalate this directly with the airline at the airport counter; please note that this is subject to availability, costs, and airline regulations.
Sales of tour 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 plane in the seat in front.
Hand luggage
Domestic checked baggage
Remember that if you do not include your luggage before arriving at the airport, you can purchase and pay for it according to the counter rates defined by the airline at check-in.
*For flights with Wingo Commercial C (Charter) and Jestmart Commercial, you can purchase hold baggage (maximum 23 kg) through us. Cabin baggage must be purchased directly from the airline at the airport.
International checked baggage
- Applies to all channels.
- This rate is per person and must be purchased by all people in the reservation.
Sales of tour 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 plane in the seat in front.
Personal Article
Hand luggage
Checked baggage
Sales of tour 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 plane in the seat in front.
NOTE: The maximum amount of baggage you can purchase cannot exceed the number of people on the reservation. Checked and carry-on baggage service is not included on all flights; therefore, you must check the fare or size you purchased, or you can add it at an additional cost according to the established price. Purchase it here in the module. mireserva.com On Vacation – Online Booking Management
Check the general conditions, weight and volume according to the airline's policies.
The weight and volume of each suitcase will be checked prior to the flight in accordance with the policies of each respective airline. If the baggage exceeds the weight limit authorized by each airline, the buyer agrees to assume the additional costs. In case of lost or delayed baggage, the airline will be responsible under the terms of Civil Aeronautical Regulation No. 3, Civil Area Activities.
*Values subject to change.
The checked baggage allowance varies depending on the airline you are traveling with:
Hand luggage
Domestic checked baggage
Remember that if you do not include your luggage before arriving at the airport, you can purchase and pay for it according to the counter rates defined by the airline at check-in.
*For flights with Wingo Commercial C (Charter) and Jestmart Commercial, you can purchase hold baggage (maximum 23 kg) through us. Cabin baggage must be purchased directly from the airline at the airport.
International checked baggage
- Applies to all channels.
- This rate is per person and must be purchased by all people in the reservation.
Remember to keep in mind the restricted items in your hand luggage and hold baggage.
Items not allowed in hand luggage For international flights, the following are not allowed in hand luggage: bottles, makeup, toiletries, among others that exceed 100 ml.
All about Assist Card medical assistance
“To request assistance, you can contact us through:
– WhatsApp: +54 9 11 2703-9665
– MyAssistcard platform: See tutorial here
– Mobile application: Download and use the app
– Telephone lines: Check the list here (select the country you are in)”
Once you confirm your booking, you will receive the contract and terms and conditions documents in your registered email. There you can review the details of what your plan includes and everything you'll enjoy on your trip.
You can easily purchase it with our Loyalty team via WhatsApp at 315 219 9822, option 5.
You can purchase it when creating your reservation, in the Services tab, by selecting Assist Card and your preferred coverage.
If you didn't pick it up when you booked, you can also do it later through our Loyalty team via WhatsApp at 315 219 9822, option 5.
You don't need to activate it before your trip. We only recommend downloading the app and registering before leaving the country. Remember to report only if there's an issue, so you can confirm your attendance without problems.
Yes, you will receive the contract and terms verification at the registered email address, where you can consult all the inclusions of your plan in detail.
Assistance is purchased for the same number of days as your stay at the destination, whether in a full plan or a land plan.
Assistance must be purchased at the time of booking or, at most, up to 24 hours before starting your trip.
We have different coverage options available. You can view them at the following link: onvacation.com/co/landing-assist-card
No, the rate only increases according to age: from 69 to 74 years old there is a 50% increase and from 74 years old the increase is 100%.
If the assistance department does not find an active voucher, it will be validated directly with the internal team of Assist Card and On Vacation to confirm whether or not the passenger has a valid card (in some cases it may appear as Not Validated within the capitated model).
Once the validation is complete, the passenger will receive a response. In case of an emergency, a refund will be issued, provided it is verified that the passenger did indeed have the included product.
No, you must travel on your own to the place where your attendance was authorized.
No, assistance must be purchased for all nights of your stay.
Remember that this benefit is valid only for domestic destinations sold by On Vacation.
Yes, the price is per person, regardless of age. Please note that special rates apply for those 69 and older.
Don't worry, there's no minimum age to purchase assistance. We offer a special rate for adults over 69.
You can see the conditions according to the chosen coverage at the following link: https://www.onvacation.com/co/landing-assist-card/
The inclusion of the Assist Card previously purchased in your booking is maintained.
If it's the land portion and you compared it to the Assist Card direct landing page, you must send an email to modificaciones.colombia@assistcaroN. If it's a complete plan, you notify us through your request in the changes channel.
You should go to the nearest medical center with your EPS (Health Promoting Entity).
“If your plan includes the land portion and you purchased it directly through Assist Card, you must send an email to modificaciones.colombia@assistcard.com
If your plan is complete, the change will be notified directly through your request in the change channel.
No, the Assist Card service must be purchased separately when the usage reservation is created.
Yes, it is mandatory for all passengers to purchase assistance.
If a customer does not wish to purchase the Assist Card, they can travel solely with their EPS coverage. However, we recommend having the assistance, as it provides greater peace of mind and support during the trip.
Consultation: https://www.assistcard.com/co/faq
It is optional and must be included in the "SERVICES" tab when creating the reservation.
For National Plans you can purchase: Basic National Plan $20 Million and National Plus Plan $45 Million
You can check the terms and conditions of your selected plan at: https://www.onvacation.com/co/landing-assist-card/
No, only rate increases apply: from 69 to 74 years the increase is 50% and after 74 years the increase is 100%.
It must be purchased for the complete cycle.
Medical assistance must be purchased at least 3 business days prior to the travel date in order to be issued correctly.
You can check the terms and conditions of your selected plan at: https://www.onvacation.com/co/landing-assist-card/
The contract and terms verification will show the chosen plan. Additionally, the traveler will receive the voucher one day before their trip.
Emotional support pets
Yes, we allow emotional support animals in select hotels and rooms, subject to availability. Please notify us at the time of booking.
- Current vaccination card for the pet.
- Official certification that accredits your pet as an emotional support animal or assistance dog.
- Psychological certification of the guest requiring emotional support
- Responsibility form for admitting an emotional support pet that you can download here
Yes, there is an additional fee for cleaning and disinfection.
Pets are allowed in designated 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 in the booking and the hotel does not have rooms available for pets, Your entry could be restricted.In addition, if the pet is detected without prior notice, the corresponding fee and/or the fee defined by the hotel will be automatically applied.
Discover our customer service channels
We aim to guarantee immediate contact with our customers, responding as quickly as possible and ensuring customer satisfaction through personalized service. You can access our Customer Service Chat through the following channels:
- WhatsApp +57 315 2199822
- Official On Vacation Pages
- Official On Vacation Social Media
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 can make all the requests or ask any questions you may have related to your reservation or contract.
To complete this process, you will need your reservation or contract number (if you are a Continental or Experience Member) and the email address registered when you purchased the service. Click here to submit your complaint, claim, request, suggestion, or complaint.
You can check the general conditions of your booking
Download documents:
The service provision contract.
Account status.
Hotel voucher
Certification of your trip
Reconfirmation document, traveler's guide, recommendations, hotel information sheet and policies.
Through this form you can make all the requests or ask any questions you may have related to your reservation or contract.
To complete this process, you must have the reservation or contract number if you are a Continental or Experience Member and indicate the email address registered at the time of the service purchase. file PQRSF
Through this channel you can also check the status of your requests. consult PQRSF
Depending on the service you have purchased from the company, you have a personalized support channel:
- Partners Experience:018000112979 3 option
- Continental Partners:018000112979 3 option
- Complete Plan or Scheduled Savings Customers:018000121049 5 option
Remember that you now 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.
- You can modify the passengers in your booking, subject to the terms and penalties of your contract. You can also modify your travel date, subject to the terms and penalties of your contract.
We will respond to the PQRSF (Petition, Complaint, Claim, Suggestion or Compliment) submitted within 15 business days following its filing in accordance with literal C) of numeral 5 of article 58 of law 1480 of 2011, to the email address you registered at the time of acquiring the service.
Should we require additional information or documents, we will inform you of the situation and the reasons for it. You will have one (1) month from the date of the request to provide this information. If we do not receive the additional information, in accordance with Law 1755 of 2015, we will proceed to close your request due to tacit withdrawal.
Regarding requests related to the processing of personal data, and in compliance with Articles 14 and 15 of Law 1581 of 2012, inquiries will be answered within a maximum of ten (10) business days, a period that may be extended for up to five (5) additional business days after the expiration of the initial period. Complaints and claims will be answered within a maximum of fifteen (15) business days, a period that may be extended for up to eight (8) additional business days following the expiration of the initial period.
- 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 PQRSF email and website, you can submit your request at any time and it will be answered within the terms of the Law.
For the self-service channel, you can complete the procedures at any time.
If you have any issues with your booking, at the airport, or with your flight outside of the times specified here, you can write to us via WhatsApp at +57 318 2616187 where we will guide you in handling your issue.
We invite you to find out all the information at 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.
At On Vacation we want to offer you different payment options, which is why you can pay for your travel bookings in cash, credit or debit card.
Online Payments: http://pagosonline.onvacation.com/ through our website, enter the reservation number or ID of the holder and you can make the payment online.
Bank deposit DAVIVIENDA: Savings account 485100000994; Agreement 1160092 In the name of: Finantodo Payment Reference: Reservation Number
Bank deposit BANCOLOMBIA: Current account: 30471143381 Agreement: 40288 In name: Finantodo Payment Reference: ID number of the holder.
Bancolombia Banking Correspondents: At the checkouts of Éxito, Carulla, Olímpica and Surtimax supermarkets. Agreement: 40288. Payment reference: ID number of the account holder.
Go to the nearest Efecty point, with the agreement code 113344 in the name of ON VACATION and your reservation number, the payment will be applied online.
Remember that payments are made to Finantodo SAS, an allied company in charge of collecting payments for On Vacation services.
You can send your support to the email address pagoscartera@onvacationhoteles.com
Please remember that On Vacation uses specific payment methods, so it is forbidden to give any money to any member of our sales force. We do this to guarantee memorable experiences!
The payment options we offer are:
If your travel date is 31 calendar days or more away, make the initial payment as indicated in the fare purchased at the time of purchase, and the remaining amount can be deferred in proportional monthly installments, with total payment due 30 days before your travel date.
If your travel date is 30 calendar days or less, make the initial payment as indicated in the rate purchased at the time of purchase, and the remaining amount must be paid 20 days before the travel date.
At On Vacation, we offer multiple automatic payment methods for your convenience. You can pay by credit card, debit card, or via PSE by clicking the following link: https://pagosonline.onvacation.com
Changes and modifications to your reservation
Promotional fare airline tickets are non-refundable; therefore, the applicable penalties are those stipulated in the contract, and for commercial flights, those defined by the airline.
According to the terms of the contract, acceptance of the clauses occurs with the first partial payment or initial installment made towards the reservation.
We recommend checking the email address you used to register at the time of purchase. We automatically send the contract to this address once you have made your reservation. Alternatively, you can download it through: My Reservation on Vacation
When we receive any notification from the airline, we will deliver the information via text message or email to the phone number and email registered at the time of sale. Remember to periodically update your contact information.
It is a travel insurance policy that aims to guarantee the use of tourist services for clients in the following cases:
In the event of the death of any of the passengers listed in the reservation, 100% of the value paid by the passengers in the reservation will be refunded, minus the value of the guarantee.
Illegal deprivation of liberty of any of the travelers listed in the reservation guarantees the rescheduling of the trip without penalty only for the affected traveler.
If a traveler listed in the reservation has a certified illness from a health center authorized by the Ministry of Health or the National Superintendency of Health, and their condition expressly indicates the impossibility of using the services, the rescheduling of the trip without penalty is guaranteed only for the affected traveler.
Obstruction of access routes to the departure location or terminal, certified by competent authorities, guarantees rescheduling of the trip without penalty.
Death of a relative of a passenger in the reservation or illness certified by EPS of a relative of the first degree of consanguinity or spouse guarantees the rescheduling of the trip without penalty.
CONDITIONS: The cancellation guarantee applies to passengers who purchase it to enjoy the company's tourist program, who must be registered 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 period 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 for administrative charges or penalties for non-compliance or non-showing by the client; these can be found in your contract and they vary depending on the reason for the change, the plan purchased, and the date on which you request the modification.
Administrative fee: This is the amount the client must pay for the modification to their reservation; it is not a penalty. It is described in Clause Seven of the Contract.
Penalty: This corresponds to the value charged by the company or third parties for non-use of the services and is described in Clause Eight of the Contract.
You must send the specific request for the change to [email address missing]. Remember that changes to the reservation must be made only by the reservation holder. Once the change is made, you will receive a confirmation email to your registered email address. If the change incurs any additional charges, these must be paid the same day through our payment channels: https://www.onvacation.com/co/canales-de-pago
Manage your purchases made at www.onvacation.com
See the terms and conditions of your purchase at https://www.onvacation.com/co/terminos-y-condiciones
To check your itinerary, go directly to the airline's website using your booking record, which was sent to your registered email address.
Your flight and itinerary reconfirmation will be sent to your email address registered at the time of purchase once you complete the purchase through onvacation.com.
If you have accommodation bookings purchased on onvacation.com, you can view them through myreservation.com. See the terms and conditions of your purchase at https://www.onvacation.com/co/terminos-y-condiciones
commercial flights
It's a reservation we make with Avianca o Latam Directly from our Osiris system or the On Vacation website. There you can choose whether you want to buy just the tickets or a complete package with flight and hotel. In the system, you'll see it as a Commercial Flight
You can do it in the Osiris system (internal use) or on the On Vacation website
It is a direct integration with Avianca o Latam which gives you immediate availability and booking. Plus, you can customize the service with options like baggage, seat selection, meals, and more.
To create the reservation you need the details of the holder and each passenger: full name as it appears on the document, date of birth and identification number and passenger email.
The reservation is only confirmed when 100% of the ticket price is paid at the time of booking. If it is a complete package (flight + hotel), the initial payment for the accommodation must also be paid.
Through Osiris, the reservation holder receives the contract directly, including details of the purchase, itineraries, reconfirmation, account statement, billing information, and reminders via email, WhatsApp, or automated calls. Information regarding operational changes made by the airlines will be sent to the registered email address; it is the passenger's responsibility to keep it updated.
These fees cover administrative services and ticket issuance by the agency. These fees are regulated and defined by Aerocivil and are non-refundable. More information at: https://www.aerocivil.gov.co/. "
The administrative fee is determined by the route and destination (domestic or international). It is charged per passenger, includes VAT, is calculated using the exchange rate of the day for conversions, and is non-refundable. More information at: https://www.aerocivil.gov.co/. "
Al The notification of the change will be sent to the account holder's email address. with the new itinerary sent by the airline. Therefore, it is essential that the customer register an active email address on Osiris or on the website.
If you do not include an active email address in the booking, you will not be able to receive notifications or communications about your trip, and the passenger is responsible for any updates or changes that cannot be communicated.
You can do this on the mireserva.com portal, where you will find the updated balance of your accommodation and flights.
No, it can be purchased for an additional cost and is available at the time of booking.
Communication is always sent to the email address that the account holder registers with Osiris, so it is mandatory to include it in order to receive all the information about the reservation.
This is handled as a change and the customer can do it directly on the page. Avianca with the ticket record and passenger's last name, at the link: https://www.avianca.com/es/tu-reserva/cambios-y-reembolsos/?currencyCode=EUR. "
And if it's with Latam, you can manage it through https://servicioalcliente.onvacation.com/
The right of withdrawal applies within 5 days of ticket purchase, provided the service has not yet been used, as indicated by Law 1480 of 2011. If a refund is granted, it will be processed according to the type of purchase (in-person or online). To request a refund, please use our link: https://servicioalcliente.onvacation.com/. "
Changes to date, time, name, or cancellations always depend on the airline's fare policy. To manage these, the customer must contact the airline directly. Avianca in the link: https://www.avianca.com/es/tu-reserva/cambios-y-reembolsos/?currencyCode=EUR. "
And if it's with Latam, you can manage it through... https://servicioalcliente.onvacation.com/
Each passenger can bring up to 3 suitcases, subject to availability. Selection is made at the time of booking.
Manage your booking
The airline you purchased the service from will notify you of this information via the email address you registered at the time of purchase.
If you have any issues that you couldn't resolve regarding your reservation, please submit your request here using the form. Remember that changes to the reservation must be made only by the reservation holder. Once the change is processed, you will receive a confirmation email to your registered email address. If the change or issue incurs any additional charges, these must be paid the same day through our payment channels. https://www.onvacation.com/co/medios-de-pago-autorizados/
Remember to submit your request at least twenty (20) days before the travel date. The response to your request will be delivered via email within a period of no more than fifteen (15) business days.
Please take into account the penalties stated in the contract according to the change you wish to make, which is subject to availability and adjustments in rates.
Remember that you now have the My Reservation portal through which you can:
Manage your booking: Change dates, activate your booking, 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 fees or penalties of your contract.)
You will be able to check the general conditions of your booking.
Download documents:
The service provision contract,
Account status
Hotel voucher
Certification of your trip.
Reconfirmation document, traveler's guide, recommendations, hotel information sheet and policies.
Through our "Documents" section you can download the "reconfirmation" where you will find the details of your itinerary.
Our travelers receive confirmation of all their trip information, itineraries, destination recommendations and traveler's guide 13 days and 2 days before the trip via email and text message. We recommend that you keep the contact information of the reservation holder up to date.
If your flight is Commercial, 2 days before your travel date, we will send you a text message to the cell phone number registered at the time of purchase, with the booking code with which you can check the status of the flight directly with the airline.
If your flight is a charter flight, the reconfirmation will be sent to the email address registered at the time of purchase with your travel information.
We have several options for you, so you can choose the one that's easiest for you:
Through our My Booking portal you can activate your booking https://mireserva.onvacation.com/ in the “booking activation” module
You can send your request via our WhatsApp https://wa.me/573152199822 using option 3 to pay my reservation, and request to speak with an advisor. They will provide you with the information to reactivate your account.
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 process the reactivation.
Please note that activation of the reservation is subject to administrative fees, penalties, and new rates depending on flight and hotel availability.
Validate the conditions and benefits at https://www.onvacation.com/covid/cvid-19
The reconfirmation of your flight and itinerary will be sent directly to the email address you registered at the time of purchase from the airline with which you purchased the service.
You can redeem it by verifying the terms of your contract, once you arrive at the hotel with our operator Grupo Alianza Colombia.
