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
Welcome, it's time to travel! Go to: www.onvacation.comm and search for the date, hotel and destination planned for your next trip. If you need personalized attention, we will provide it through the chat on the website or you can ask your trusted advisor.
Our consultants are an integral part of our team and are committed to providing you with the best possible service. Each one of them has experience and knowledge in the travel industry, which allows them to offer you personalized advice. For more information, please contact our authorized sales points 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: Anyone from 0 years to 23 months of age
- Adults: Everyone 2 years of age 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 the Migracion Colombia website.
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!
Process at the airport
Verify with which airline you have been assigned your flight, go to the airline module and follow the indications.
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 an answer 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
In the event that your flight is scheduled outside the times established here you can write by WhatsApp to the number +57 318 2616187 where we will guide you in the handling of your news.
All persons traveling must carry their original valid identification documents.
- Children under 7 years old: original and photocopy of the civil registry authenticated by a notary, for international flights a valid passport.
- Minors between 7 and 17 years old: valid identity card and civil registry, for international flights valid passport.
- For adults: valid identity card, for international flights 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 that you check with the Ministry of Foreign Affairs to verify 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.
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 will have to make the process directly in 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 service channels
In the event that your flight is scheduled outside the times 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
Your package includes medical assistance so you can travel with peace of mind. If you need to make use of this service during your trip, please contact our assistance team at the following link: xxxx. Here we will provide you with information about any situation and make sure you receive the support you need during your trip.
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 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.
I want to travel with my pet
What to do with your luggage
This process is only valid for commercial flights and must be done directly with the travel airline at the airport module. Please note that this is subject to availability, costs and regulations of the airline. For charter flights you will find the baggage allowance in point 1 of this section.
Sales of package tours to national and international destinations only include one (1) personal item (backpack) with a maximum weight of 6 kg that must fit under the front seat of the aircraft.
The number of bags allowed per person is one (1) - The destination Santo Domingo and Punta Cana only allows cabin baggage 12 kg, the hold bag must be paid at the airport subject to airline prices - The weight and dimensions of the bags vary according to the policies of each airline - In case of loss or delay of baggage the airline will be responsible under the terms of the civil aeronautical regulation No. 3 Civil Air Activities
As of July 19, 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.
Weight and dimensions for your luggage
We recommend you not to exceed the weight and dimensions of your luggage according to the airline you are traveling with.
As of July 19, 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 plane in the front seat. NOTE: The maximum amount of luggage to be purchased cannot exceed the number of people in the reservation. The baggage service for CommercialC and Commercial flights is not included in the touristic plan and the supplements established in the tables apply according to the case.
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 price 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.
Baggage allowance for domestic flights
Rate per person
Baggage allowance for international flights
Rate per person
*Values subject to change.
The checked baggage allowance varies depending on the Airline you will be traveling with.
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 are not allowed in carry-on baggage: bottles, make-up, toiletries, among others, that exceed 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 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 purchasing the service. Enter here to file your PQRSF
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 numeral 5 of article 58 of law 1480 of 2011, to the email address you registered at the time of purchase of the service.
- In the event that we require additional information or documents, we will inform you of the situation and the reasons for it. 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, a response will be given to queries within a maximum period of ten (10) business days, extendable for up to five (5) additional business days after 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 advisor channels online chat, WhatsApp line, National Phone Line: Monday to Friday from 8:00am to 5:00pm and Saturdays: 9:00am to 12:00pm.
- For the email and web page of PQRSF you can submit your request at any time and it will be answered within the terms of the Law.
- For the self-management channel, you can carry out the procedures at any time.
- In case you have any news with your reservation, at the airport or on your flight outside the schedules established here, you can write by WhatsApp to the number +57 318 2616187 where we will guide you in handling your news.
- Remember to consult our frequently asked questions: https://www.onvacation.comm/preguntas-frecuentes
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.
Remember that now you have the My Booking portal through which you can:
- Know your account status and payment channels.
- Download the contract documents.
- Enter the names of the passengers in the reservation.
- Modify the passengers of the reservation, subject to the conditions and penalties of your contract.
- Modify your travel date, subject to the conditions and penalties of your contract.
Additionally, you can contact us at #336 option. 2 or 018000121049 option. 2 landline (601) 3848560 option. 2
Remember that now you have the My Booking portal through which you can:
- Know your account status and payment channels.
- Download the contract documents.
- Enter the names of the passengers in the reservation.
- Modify the passengers of the reservation, subject to the conditions and penalties of your contract.
- Modify your travel date, subject to the conditions and penalties of your contract.
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 a charter flight, the reconfirmation will be sent to the e-mail address registered at the time of purchase with your travel information.
You can send your request to our email reactivaciones@onvacation.com with 2 options of dates to reactivate the reservation and contact number, our reactivation advisor will contact you within 72 hours to perform the reactivation of the reservation, this process can also be done through our National Lines.
Validate conditions and benefits at https://www.onvacation.comm/COVID-19
Pay for your Vacation
At On Vacation, we offer several payment options for your convenience. You can pay for your travel reservations by cash, credit card or debit card.
You can contact our collection advisors Monday through Friday from 8:00 am to 7:00 pm and Saturdays from 8:00 am to 4:00 pm.
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 rate purchased at the time of purchase and the remaining amount can be deferred to monthly installments on a proportional basis and have full payment 30 days before the date of your trip.
- If your travel date is 30 calendar days or less, make the down payment as indicated in the fare purchased at the time of purchase and the remaining amount is due 20 days prior to the travel date.
- Financing of your trip, which you can consult in the following link Finantodo.
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 #336 option 2 or write us at +57 315 2199822 option 4 specifying your reservation number, our collection advisor will contact you within 24 hours to offer you different payment methods.
At On Vacation we offer you different payment options, this is why you can pay for your travel reservations in cash, credit card or debit card.
Changes and modifications to your reservation
No, 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.
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.
Do not forget to check the email address you registered at the time of purchase, there you will automatically receive the contract once you have purchased the reservation. You can also download it: 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 update your contact information periodically.
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 included in the reservation, in which case 100% of the paid value of the passengers in the reservation will be reimbursed minus the value of the guarantee.
- Illegal deprivation of liberty of any of the passengers included in the reservation, 100% of the paid value of the passengers in the reservation will be reimbursed, discounting the value of the guarantee.
- 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 rescheduling 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 rescheduling of the trip without penalty.
- Death of a family member of a passenger on the reservation or EPS certified illness of a family member of the first degree of consanguinity or spouse guarantees the rescheduling of the trip without penalty.
CONDITIONS: The cancellation guarantee applies to passengers who acquire it to enjoy the company's tourist program, 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 tourist services contracted; 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 guarantee without penalty.
Remember that the Tourism Law allows the collection of penalties for non-compliance or no-show 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. It is necessary to send the specific request for the change.
In the following 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.comm/Canales-de-pago.
Manage your purchases at www.onvacation.comm
To ensure a seamless shopping experience, we invite you to review the terms and conditions of your reservation. You can consult them at the following link: https://www.onvacation.comm/Terminos-y-condiciones. It is important that you are aware of all the details before completing your purchase.
