2. LifeMiles Elite Program 2.1. Elite Status and its Requirements 2.1.a. Qualifying Miles 2.1.b. Classification through segments and its benefits

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2 2. LifeMiles Elite Program 2.1. Elite Status and its Requirements 2.1.a. Qualifying Miles 2.1.b. Classification through segments and its benefits 2.1.c. Minimum Mileage on domestic routes 2.2. Elite Benefits 2.2.a. Bonus miles for Elite status 2.2.b. Business Class Upgrades 2.2.c. VIP Lounges 2.2.d. Priority Services 2.2.e. Baggage policy 2.2.f. Other benefits

3 LifeMiles Elite Program LifeMiles has invested time and money to design an Elite Program that rewards our frequent travellers loyalty with the benefits they value the most. Discover the privileges they can have when they become Elite members below and advise them so they can receive the benefits our program offers. 2.1 Elite Status and its Requirements The LifeMiles Elite program has been designed to generously reward Avianca s frequent fyers loyalty. Achieving an Elite status is now easier than ever! LifeMiles members can qualify for an Elite status by accumulating qualifying miles or segments. Once the minimum amount required is met, either by qualifying miles or segments, the Elite status is granted and respected during the following months of the year in which it was granted and for one more calendar year. The following table will show you the amount of qualifying miles or segments that your client needs to accumulate to reach a LifeMiles Elite status:

4 2.1.a. Qualifying Miles LifeMiles has two types of miles that qualify for Elite status: Base Miles: This refers to the actual mileage fown, these miles are accumulated when traveling on fights operated by Avianca and Star Alliance Airlines Bonus miles received by the fare family purchased: We re giving you a great sales tool to increase your income! This bonus, which is in addition to the base miles, is awarded to members when traveling on Avianca, and depends on the fare family purchased. The higher the fare family purchased by your client, the larger the Elite qualifying mile bonus received. 2.1.b. Classification through segments and its benefits Your client can reach a LifeMiles Elite status by accumulating qualifying miles or by the number of segments fown during one calendar year. One qualifying segment is accumulated for each fight made. For example, a round-trip from Cartagena to Cali which includes a connection in Bogota accumulates segments as follows: Cartagena - Bogota = accumulates 1 qualifying segment Bogota - Cali = accumulates 1 qualifying segment Cali - Bogota = accumulates 1 qualifying segment Bogota - Cartagena = accumulates 1 qualifying segment In total a LifeMiles member accumulates a minimum* of four (4) qualifying segments when traveling on this route. * NOTE: This accumulation example does not apply on PROMO fares on domestic fights within Colombia and the amount of segments received can be higher if the customer purchases higher fares that award double segments.

5 This means that even if your client usually travels on short haul fights and accumulates small amounts of qualifying miles, he has an equal opportunity of earning an Elite status since we also consider the segments fown towards status achievement. This way members can easily reach or maintain their Elite status even when traveling short distances. 2.1.c. Minimum Mileage on domestic routes LifeMiles grants a minimum of 500 miles on domestic routes, even though the actual distance travelled is shorter! The bonus miles for Family Fare bought and the bonus miles for Elite status, which are calculated based on the real mileage fown, will be calculated based on the 500 miles granted.

6 2.2. Elite Benefits

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8 2.2.a. Bonus miles for Elite status Once your client is a LifeMiles Elite member, they will receive an additional nonqualifying miles bonus when they travel in any fare class: Elite Diamond: They will receive bonus miles of 100% in addition to the actual mileage fown. Elite Gold: They will receive bonus miles of 100% in addition to the actual mileage fown. Elite Silver: They will receive bonus miles of 25% in addition to the actual mileage fown. 2.2.b. Upgrades and Business Class Automated process This process awards automatic upgrades, from 120 hours before the fight up to 24 hours before the fight, as follows: Diamond: 120 hours before scheduled fight departure. Gold: 72 hours before scheduled fight departure. Silver: 48 hours before scheduled fight departure. Our automatic upgrade robot reviews all the reservations in our system looking for Elite members and checking availability on Business Class on every fight. Once this has been done, upgrades are awarded to the members with the highest Elite levels on each fight. A confirmation is sent to the members letting them know they will be travelling on Business Class in their upcoming fight. A second selection criterion is the fare family purchased, the higher the fare family, the higher the chances of getting an upgrade.

9 General Conditions for upgrades with the automated process: Does not include fights to and from Europe (Barcelona / Madrid). Does not include promotional fares for domestic fights within Colombia or Peru. Applies to Elite members and a companion, the companion must be on the same reservation. The reservation may not include more than two (2) people. As we reserve some Business Class seats with the objetive of selling them, the system does not offer upgrades for all Business Class seats. As an Avianca, an upgrade will not be awarded if the reservation includes CHD or INF (child or infant). The higher the fare class the client buys, the more likely they are to receive an upgrade. The importance of including your frequent flyer number in your client s reservation The system awards upgrades automatically, excluding reservations without a frequent fyer number, and only processes those that include a frequent fyer number. There is no way for the system to recognize an Elite member if their frequent fyer number is not included in the reservation. As a travel agency it is your job to ensure, on behalf of your clients, that this automated process is possible when they fy with Avianca. You must always enter the frequent fyer number when the reservation is made, allowing the system to identify the member s Elite level and to consider your client when awarding upgrades. We strongly encourage you to do this and to remind your clients that they should always include their frequent fyer number to receive this and other benefits. If the reservation has been created and the frequent fyer number has not been included, it can be entered in LifeMiles.com, in the 'Help' section.

10 Upgrade at the Airport Although there is an automated process that runs from between 120 hours to 24 hours prior to scheduled fight departure, there will be occasions when members arrive at the airport and there is still availability in Business Class. This is because of: Last-minute cancellations or no shows. Business Class seat load factor is less than initially expected. These airport upgrades are always given to Elite members depending on seat availability and Elite status, and are assigned according to the following conditions that the system automatically prioritizes: It first considers the highest Elite level, i.e. Diamond members first, then Gold and finally Silver members. If there are several members of the same level, it will take into account the higher commercial fare purchased. General Conditions: Does not include promotional fares on domestic fights in Colombia or Peru. Currently Elite members and one companion may be awarded upgrades, but must be on the same reservation. The upgrades for the companion will be the last awarded. Applies to all Silver, Gold and Diamond Elite members.

11 LifeMiles Upgrade Certificates (System Wide e-coupons) Diamond Elite members receive four LifeMiles upgrade certificates each year for upgrades to Business Class. These e-coupons can be used on any route, including fights to and from Europe and do not expire. If the member falls below the Diamond status for the next calendar year these e-coupons will be removed from their account. If they maintain their status for the following year and do not use their e-coupons, they will be accumulated in their account. 2.2.c. VIP Lounges Access to VIP lounges Access to Avianca s VIP lounges and third party lounges will vary depending on the member s Elite status and so will the members companion access to the lounges. For details check the table below..

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13 List of Other third party lounges

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15 2.2.d. Priority Services As LifeMiles Elite members your clients can enjoy the following benefits: Priority check-in. Priority boarding. Priority baggage handling. Advance notice of LifeMiles promotions. 2.2.e. Baggage policy All Elite members are entitled to two pieces of checked in baggage of 70 lbs each, free of charge on every route, no matter the class of service purchased.

16 2.2.f. Other benefits Preferential Telephone Assistance When your client calls the Avianca's Call Center and is identified as a LifeMiles Elite member through their frequent fyer number they will receive preferential treatment. Waiver of Administrative Fee on Award Tickets All LifeMiles members are exempt from this charge when making redemptions in LifeMiles.com When making redemptions through the Avianca's Call Center and Points of Sale only Diamond LifeMiles Elite members are exempt from the administrative fee. Advance notice of promotions LifeMiles Elite Members receive advance notice of LifeMiles promotions by . Upgrades with e-coupons 1. If I buy an e-coupon, how long is it valid for? e-coupons are valid for 1 year from the date of purchase. 2. Can I transfer the e-coupon to other people? No. e-coupons are personal and nontransferable. 3. When will I get confirmation of an e-coupon upgrade? The priority for upgrades are our Elite Diamond, then Gold, then Silver members, who have bought a commercial fare, after which the system begins to review LifeMiles members with e-coupons.

17 The system will always give priority for upgrades to Diamond level members before considering the e-coupons, so it would not be necessary to use them. They would only be used when a miles redemption is made with the Limited Seating product. In this case the system will allow confirmation 24 hours prior to departure if there is available seating in Class 'I' of in Business Class. Automated Upgrades 1. Since the launch of LifeMiles I have not been given any Business Class Upgrade. How does it work? Upgrades are processed daily from 120 hours prior to departure to 24 hours before the scheduled fight departure as follows: Diamond: 120 hours before the scheduled fight departure. Gold: 72 hours before the scheduled fight departure. Silver: 48 hours before the scheduled fight departure. If the system does not award an upgrade it could be for the following reasons: The Frequent Flyer number was not entered on the reservation so the system did not recognize the Elite member and could not award an upgrade. As we hold back some Business Class seats with the aim of selling them, the system does not give upgrades for every seat in the cabin.

18 2. If I don t have my address registered in my account, how will I be notified of my upgrade? All upgrades are notified via , if the person does not have this field registered in our database, they need to contact Avianca to update their information or ask at the airport when chack-in. We strongly recommend our members register an address. 3. Why am I still not getting upgrades when I am a Diamond level member and I can see that there are lower level members in Business Class? It could be because: You did not buy your ticket sufficiently far in advance, at least 48 hours before departure, which is when the system performs the last upgrade award process. You did not include your frequent fyer number in the reservation or the frequent fyer number provided is not correct. The reservation was not created with the full name of the member as registered in the LifeMiles profile so the system could not validate that the frequent fyer number included corresponds to you. At the time that Diamond Upgrades were being given there were none available, but when another member was checking later the Upgrade could be awarded. We also reserve the right to provide upgrades on all seats that are for sale at the last moment. These upgrades will be awarded at the airport. 4. My company always buys me PROMO fare tickets on domestic routes in Colombia. Does that mean I can never be upgraded? Receiving the benefit of a cheap ticket such as the PROMO rate means that other benefits are restricted, such as automatic upgrades. However, PROMO fares are eligible for automated upgrades when fying on international route.

19 5. If I am traveling with my 5-year old child on the same reservation, why can t I receive an upgrade? In Avianca our business cabin is designed exclusively for business travelers. If there is an infant or child on the reservation together with the Elite member our system will not award the upgrade. 6. What should I do if I don t want to use the upgrade because I am traveling with another person in another section of the aircraft? You must check if the original fare still has seats available, if not, you must pay the fare difference. You can also request the change at the airport. Upgrades at the Airport 1. Is it possible to request upgrades at the airport? Although there is an automated process that runs from between 120 hours to 24 hours prior to scheduled fight departure, there will be occasions when members arrive at the airport and there is still availability in Business Class. This is because of: Possible last minute cancellations. The fight is not as full as initially expected. The seats held back have not been sold. These airport upgrades are always given to Elite members depending on seat availability and on presentation of the LifeMiles Elite card. 2. Are there any restrictions when applying for an upgrade at the airport? We currently have restrictions for tickets purchased with the PROMO fare for domestic routes in Colombia and Peru.

20 Upgrades with Miles 1. Can I have an upgrade using miles? Yes, our LifeMiles members can upgrade using miles on routes operated by Avianca and Star Alliance operated routes. 2. What are the conditions for upgrades using miles? They are only valid for fights with Avianca. They can only be awarded if there is availability in the upgrade class (Class I). You may choose who can use the upgrades earned with miles. To do this, the transaction must be made by the owner of the miles. They can only be requested through the Avianca's Call Center after the ticket has been issued. Upgrades can be obtained for all fare classes except PROMO on domestic fights in Colombia and Peru. They can be obtained for all commercial fares on international and transatlantic fights. You can also apply for an Upgrade with Miles on domestic or international fights when redeeming a ticket with the All Seats product. 3. Conditions for ugrades with miles when flying with Star Allinace member airlines: LifeMiles members can apply for an upgrade only through LifeMiles.com Their ticket must be issued in Y, B, C or D class (additional classes depends on the airlines) The booking must not contain more the 4 travelers the upgrades are requested per segments ( up to 2 segments per request) The upgrade confirmation is immediate, even if it is granted or not

21 4. If I buy a more expensive FLEXI fare, is the value of the miles upgrade reduced? It is a fixed value for every fare type. The miles upgrade takes into account the route where the redemption is requested, but not the class 5. Can I request an upgrade at any time in advance? While there is availability in class I on the route you want to redeem, you may request the miles upgrade any time in advance. Upgrades with System Wide Coupons for Diamond members 1. When can I use System Wide Coupons for an upgrade? System-wide Upgrades are only available for Diamond Elite members and can be used for any route, subject to space availability in Business Class. 2. Will I still receive System Wide Coupons for each additional 10,000 miles I fly? No, the System Wide Coupons will only be awarded each year to members who achieve Diamond level or when the Diamond membership level is renewed. If they are not used one year, they are not lost, as long as the member stays at Diamond level. If the member descends to any other level they will be lost. 3. Can I give my System Wide Coupons to other people? Yes. Like the upgrades redeemed with miles, the owner of the System Wide Coupons can redeem them for any person designated by them by calling the Avianca Call Center, validating their PIN and the reservation of the client who will receive the upgrade. 4. How far in advance can I use my System Wide Coupons for upgrades? While there is availability in class *I* on the route you want to redeem, you may request the miles upgrade any time in advance.

22 5. Can they be used on any route? Yes. They can be obtained for all fare classes except PROMO on domestic fights in Colombia and Peru. They can be obtained for all commercial fares on international and transatlantic fights. You can also apply for a Miles Upgrade on domestic or international fights when redeeming a ticket with the All Seats product. 6. What s the redemption amount for System Wide Coupons on any route? For any destination, an upgrade costs 1 coupon per leg. For example, it costs one coupon for MAD-BOG or BAQ-MDE. If a client has an itinerary with multiple segments, provided there is availability on the entire route and there are no stopovers, the upgrade will cost one (1) coupon. If the client wishes to upgrade over multiple segments that are unconnected, it will cost one coupon per leg. VIP LOUNGES 1. Why do my Diamond and Gold clients have problems entering VIP lounges abroad? Entry to VIP lounges is part of the overall Avianca integration process. We have been working on integrating the lounges so that our members can enter them, regardless of whether they are fying with Avianca. The process has taken some time, but the lounges are now integrated and there are no access problems. You can find more information on LifeMiles.com.