Questions and Answers

Dear customer,

Because our relationship with you is important, I wanted to reach out directly to let you know about the actions Avianca is taking to make sure we have the financial strength we need to continue serving you well into the future.

Today, Avianca voluntarily filed for reorganization proceedings under Chapter 11 of the United States Bankruptcy Code. We did so to protect our business as we continue to navigate the effects of the COVID-19 pandemic as well as comprehensively address our debt and other commitments. We considered many other possibilities before determining that a reorganization made possible by the Chapter 11 process is the best path forward to protect the essential air travel services that we provide across Colombia and important locations throughout South America, Central America, North America and Europe.

Avianca has flown the skies for more than 100 years, and we are committed to our purpose to connect people, families and businesses. We look forward to returning to the skies and helping you and your organization safely travel across Latin America and the world.

[B]Here is what you need to know: [/B]

[B]Avianca will continue to operate[/B] through this process, and Avianca will return to the skies and continue to fly once COVID-19 travel restrictions are gradually lifted.

[B]Customers’ safety and well-being remain a top priority for us today and moving forward[/B]. Customers can be confident that they can continue to depend on Avianca for safe, reliable air travel and high-quality service. To that end, Avianca has implemented a number of measures to ensure the safety and well-being of our employees and customers. Additional information on the steps Avianca has taken can be found [URL=’http://t.news.avianca.com/r/?id=h2e67155f,1de4b827,1d22fb98′][B]here[/B][/URL].

[B]Customers can expect to continue to arrange travel and fly with Avianca in the same way they always have. We plan to honor all customer programs throughout this process.[/B]

• Customers will be able to use tickets, vouchers, travel coupons, gift cards and any additional travel services purchased before we initiated this process.

• Additional frequent flyer benefits remain active, including access to VIP Lounges, priority check-in, upgrades and other benefits.

[URL]https://onemileatatime.com/avianca-bankruptcy/[/URL]