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.
Travel with On Vacation
¡Bienvenido! Es muy sencillo, ingresa a: www.onvacation.com/co y busca con la fecha, hotel y destino en nuestra página. Si necesitas atención personalizada, te la brindaremos por medio del chat de la página web o puedes consultar a tu asesor de confianza. Te recomendamos comprar en nuestros puntos de venta autorizados que podrás localizar aquí
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).
To learn more about the characteristics of the hotels of the On Vacation tourist chain, please visit our main page in the Destinations section.
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!
At On Vacation we handle different types and categories of hotels which you can check here
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
Process at the airport
Verify with which airline you have been assigned your flight, go to the airline module and follow the indications given by the staff.
The assignment is done automatically in the system of the airline you are traveling with. Remember to bring the identification documents of each passenger of the reservation and the airline will confirm the assigned seats at the airport.
For domestic flights, our travelers must be present three (3) hours prior to the flight time. For international flights, they must be present four (4) hours prior to the flight time, so that they can complete the check in and boarding process without any inconvenience.
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.
Specific situations should be resolved in the first instance directly with the airline. For more information on service channels and schedules please consult the following link
All persons traveling must carry their original valid identification documents.
Children under 7 years old: original and photocopy of civil registry authenticated by a notary, for international flights valid passport.
Children between 7 and 17 years old: valid identity card and civil registry, for international flights valid passport.
Seniors: valid identity card, for international flights valid passport.
All passengers require a valid passport to fly to international destinations; this must be valid for at least 6 months prior to the expiration date. We recommend you to verify with the Ministry of Foreign Affairs the validity of your passport.
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.
As of February 15, 2024, on our domestic and international flights, passengers 14 years of age or younger must be accompanied by their parents or a responsible adult duly authorized by them. Please note that we adopted this initiative in line with airline industry best practices.
Before traveling, check all the documentation required by the immigration authorities of the countries of origin, transit and destination. Also, remember that we do not provide the unaccompanied minor or recommended minor service on any of our routes.
Failure to comply may result in criminal and administrative penalties according to the laws in force. 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.
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 +57 318 2616187 where we will guide you in handling your news.
Contact your health care provider
When you reach your destination
Te invitamos a conocer toda la información en el siguiente link: Assis carde.
Los gastos adicionales que no se encuentran incluidos en el plan que adquiriste, algunos de estos gastos pueden ser:
Tarjetas de turismo.
- Tarjetas de entrada al destino seleccionado.
- Otros impuestos establecidos por las autoridades competentes.
- Conceptos no especificados en el plan adquirido.
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
Lo debes escalar directamente con la aerolínea en el módulo en aeropuerto, ten en cuenta que esto se encuentra sujeto a disponibilidad costos y reglamentación de la aerolínea.
Las ventas de paquetes turísticos a destinos nacionales e internacionales solo incluye un (1) articulo personal (mochila) con peso máximo de 10 Kg que debe caber en el avión en el asiento del frente.
Equipaje de bodega nacional
Equipaje de bodega internacional
Sales of package tours to domestic and international destinations only include one (1) personal item (backpack) with a maximum weight of 6 kg that must fit on the aircraft in the front seat.
Articulo Personal
Equipaje de mano
Equipaje de bodega
Equipaje de bodega nacional
Equipaje de bodega internacional
Recuerde tener presente los artículos restringidos en el equipaje de mano y bodega
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.
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
- On Vacation Official Websites
- On Vacation Official Social Networks
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 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 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 for 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.
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 news that you could not solve in my reservation, please submit your request here form. 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 must be paid the same day through our payment channels: https://www.onvacation.com/Canales-de-pago.
Remember to make the request no less than twenty (20) days before the date of travel, the response to your request will be delivered via email in a period of time not exceeding fifteen (15) working days.
Please note the penalties reported in the contract according to the change you want to make and that is subject to availability and adjustment in rates.
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.
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, that's why you can pay for your travel reservations in cash, credit card or debit card.
Online Payments: http://pagosonline.onvacation.com/ through our website, enter with the reservation number or ID of the holder and you can make the payment online.
DAVIVIENDA Bank consignment: Savings account 485100000994; Agreement 1160092 To name: Finantodo Payment Reference: Reservation Number
BANCOLOMBIA Bank consignment: Checking account: 30471143381 Agreement: 40288 To name: Finantodo Payment Reference: ID number of the holder.
Bancolombia Bank Correspondents: At the cash registers of the supermarkets Success, Carulla, Olímpica and Surtimax Agreement: 40288 Payment reference: Card number of the 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 the payments are in the name of Finantodo S.A.S., an allied company in charge of the collection of On Vacation services
You can send your support to pagoscartera@onvacationhoteles.com
Remember that On Vacation has specific means of payment so it is forbidden to make the delivery of sums of money to any member of our commercial force. We do this to ensure memorable experiences!
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.
The plan holder can call 3848560, where he/she will be directed to the reactivation line, or you can send an email to reactivaciones@onvacation.com. There you can leave us your information and our reactivation advisor will contact you within 24 hours to offer you different alternatives. We remind you that the activation of the reservation is subject to administrative charges, penalties, or guarantees and new rates subject to air and hotel availability.
- You can call us at #336 option 2 or write us at +57 315 2199822 option 3-1 or 3-2. In On Vacation we offer you different payment methods. Remember that you can pay with credit card, debit card or PSE payment.
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 appearing 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.comm
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 have 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.
