MCM Faa Ava-Maintenance Control Manual

AVIANCA
MAINTENANCE CONTROL MANUAL –

MCM R0
COLOMBIA
PEDRO SIERRA A. – AIRWORTHINESS AND REGULATORY STANDARDS MANAGER

30-APR-2023
Rev. 00
Avianca MAINTENANCE CONTROL MANUAL
30-APR-2023
Chapter 0: Manual
administration and control
INTRODUCTION
The Maintenance Control Manual is based on the requirements given by the current Federal Aviation Regulations
as well as the Civil Aviation Regulations (RAC) from Colombia and has been designed under human factors
principles, for the use and guidance of Avianca personnel and contracted maintenance providers, it has policies
and procedures under which these personnel must develop their activities and fulfil their responsibilities. Each one
of the sections and content is under the responsibility of the Manager owner of the process; this position
guarantees that the information is current.
This manual includes, among other aspects:
• An easy-to-update & visualize template, each page shows the date and revision number. It has been
developed under guidelines that lead to improvement in the communication, effectivity, and safety of Avianca
operations.
• It is designed in easy-to-understand language, in such a way that those who must comply with the
processes/policies established herein do not misinterpret the instructions or simply decide to omit them
because they do not understand their importance, a situation that could affect the continued airworthiness of
the aircrafts.
• Details about the organizational chart of Avianca as well as the requirements that the contracted maintenance
providers must fulfil for required inspections, maintenance, preventive maintenance, and
alterations/modifications.
• Guidelines from Avianca´s Maintenance Program which must be followed to carry out maintenance, preventive
maintenance, and alterations/modifications on Avianca’s aircraft, engines, instruments, and emergency
equipment. It also includes the policies for maintenance control
• The necessary information and policies to manage parts and components.
• Directions for keeping maintenance records of aircraft, engines, instruments, and emergency equipment, as
well as instructions for the storage, preservation, and recovery of those records.
• Additional information and instructions that Avianca considers necessary to guide the contracted maintenance
provider personnel on how to conduct its tasks.
COMMITMENT CONTINUNING AIRWORTHINESS MANAGER COMMITMENT
The Operator’s Technical Director, as the responsible for continuing airworthiness management and its entire
management team, in compliance with current civil aviation regulations, the policies established in this manual,
the conditions and restrictions of Avianca's operation certificate, as well as industry standards and internal
company policies, is committed to develop, maintain and constantly improve the strategies, processes and
procedures to ensure that all activities of the areas involved in the continuing airworthiness management process
are aimed at achieving the highest standard of safety.
_______________________
Operator´s Technical Director
Apr 30, 2023

Date
Ch. 0, pg. i
This document is the property of Avianca Group International Limited. The official version is the one published in the Content
Manager. Any total or partial printing is considered uncontrolled copy.
FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual
RESPONSABILITY
Operator Technical Director.
AUTHORITY
Airworthiness and Regulatory Standards Manager.
MANUAL OBJECTIVE
The Maintenance Control Manual keeps the general policies, information, and necessary data, so that, based on
the scope approved in the Operation Specifications the personnel from Avianca and from the contracted
maintenance providers carry out their assigned activities and tasks, within the highest safety and quality standards.
MANUAL SCOPE
The Maintenance Control Manual is developed for the use and guidance of Avianca personnel and contracted
maintenance providers to ensure the management of continuous airworthiness, in accordance with the processes,
policies and information on maintenance and acceptable continuous airworthiness for the CAAs of the state of
operation and registration.
APPLICABLE CERTIFICATION
All the information contained in this manual complies with civil aviation regulations and aeronautical standards, as
well as company policies. By these means, Avianca guarantees that all its works and activities are carried out
using only approved and / or accepted technical data.
The Maintenance Control Manual of Avianca is developed under the applicable requirements of the Federal
Aviation Regulations (FAR).
If the policies or processes described in this manual oppose the 14 CFR Part 129 and / or RAC, the civil aviation
regulation must take precedence.
MANUAL APPROVAL
Issued by: Revised by: Approved by:
______________________ __________________________ _________________________

Edinson F. Pinilla Tellez Sandra Roa Pedro E.Sierra
Regulatory Compliance Specialist Regulatory Standards Coordinator Airworthiness and Regulatory
Standards Manager
Ch. 0, pg. ii
FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual
TABLE OF CONTENTS - GENERAL
CHAPTER 0: MANUAL ADMINISTRACIÓN AND CONTROL ......................................................................... 0.1-1

CHAPTER 1: GENERAL ORGANIZATION ...................................................................................................... 1.1-1
CHAPTER 2 MAINTENANCE PROCEDURES ................................................................................................ 2.1-1
CHAPTER 3: AIRWORTHINESS MANAGEMENT .......................................................................................... 3.1-1
CHAPTER 4: CONTRACTED MAINTENANCE ............................................................................................... 4.1-1
CHAPTER 5: AIRCRAFT INTERCHANGE ...................................................................................................... 5.1-1
Ch. 0, pg. iii

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.1: Table of
administration and control contents
CHAPTER 0: MANUAL ADMINISTRATION & CONTROL

0.1 TABLE OF CONTENTS
INTRODUCTION ....................................................................................................................................................... i
COMMITMENT CONTINUNING AIRWORTHINESS MANAGER COMMITMENT ................................................... i
RESPONSABILITY ................................................................................................................................................... ii
AUTHORITY ............................................................................................................................................................. ii
MANUAL OBJECTIVE .............................................................................................................................................. ii
MANUAL SCOPE ..................................................................................................................................................... ii
APPLICABLE CERTIFICATION ............................................................................................................................... ii
MANUAL APPROVAL .............................................................................................................................................. ii
TABLE OF CONTENTS - GENERAL ...................................................................................................................... iii
CHAPTER 0: MANUAL ADMINISTRATION & CONTROL ............................................................................... 0.1-1
0.1 TABLE OF CONTENTS ..................................................................................................................... 0.1-1
0.2 REVISION & UPDATE PROCEDURE .............................................................................................. 0.2-1
0.2.1 Manual Control............................................................................................................................... 0.2-1
0.2.2 Temporary Revisions ..................................................................................................................... 0.2-1
0.3 LIST OF EFFECTIVE PAGES ........................................................................................................... 0.3-1
0.4 RECORD OF REVISIONS................................................................................................................. 0.4-1
0.4.1 Record of temporary revisions ....................................................................................................... 0.4-2
0.5 RECORD OF RELEVANT CHANGES .............................................................................................. 0.5-1
0.6 DISTRIBUTION CONTROL ............................................................................................................... 0.6-1
0.7 DEFINITIONS & ABBREVIATIONS .................................................................................................. 0.7-1
0.7.1 Definitions ...................................................................................................................................... 0.7-1
0.7.2 Abbreviations ................................................................................................................................. 0.7-9
0.8 COMPLEMENTARY DOCUMENTS .................................................................................................. 0.8-1
0.8.1 Operation Specifications ................................................................................................................ 0.8-1
0.8.2 Forms manual ................................................................................................................................ 0.8-1
0.8.3 Manual de Calidad y cumplimiento para aeronavegabilidad (Aseguramiento de Calidad)
(Airworthiness Quality and Compliance Manual (Quality Assurance)) ...................................................... 0.8-1
0.8.4 EDTO/ETOPS Manual - Operation with Extended Deviation Time ............................................... 0.8-1
0.8.5 Flight Operations Manual ............................................................................................................... 0.8-1
0.8.6 Maintenance Programs .................................................................................................................. 0.8-1
0.8.7 MEL (minimum equipment list) & NEF (non-essential equipment and furnishings) ...................... 0.8-1
0.8.8 Special Navigation Procedures Maintenance Policies Manual CAT II/III, RVSM, PBN, MNPS .... 0.8-1
Ch. 0, pg. 0.1-1
FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.1: Table of
administration and control contents
0.8.9 Operator Implementation Plan (OIP) ............................................................................................. 0.8-1

0.8.10 Fueling Manual (FMA) ................................................................................................................... 0.8-2
0.8.11 Manual de Políticas de Entrenamiento (MPE) (Training Policies Manual) .................................... 0.8-2
0.8.12 SMS Manual .................................................................................................................................. 0.8-2
0.8.13 Aircraft Network Security Program (ANSP) Manual ...................................................................... 0.8-2
0.8.14 Manual Operaciones Rampa (MOR) (Ramp Operations Manual) ................................................ 0.8-2
0.8.15 Technical procedures .................................................................................................................... 0.8-2
Ch. 0, pg. 0.1-2

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.2: Revision &
administration and control update procedure
0.2 REVISION & UPDATE PROCEDURE

The Operator Technical Director, through the Airworthiness and Regulatory Standards Management Manager, is
responsible for the Maintenance Control Manual and its revisions. This manual is kept in electronic format and will
be reviewed and updated whenever it is necessary to incorporate changes in the organization, in applicable
regulations, improvements to processes and/or policies established herein, internal or external audits.
0.2.1 Manual Control
The Airworthiness and Regulatory Standards Manager must determine the modifications to be included in the
new issue of the MCM, to guarantee compliance with the regulation, send the manual to the FAA and afterwards
to the Technical Publications area, who is responsible for the prompt distribution and publication of the new
revision.
Changes to the manual are identified by a change bar on the left margin and blue text.
The Technical Publications area, in accordance with the provisions of the process "Control of technical
documentation", keeps this manual available in its current version for the assigned personnel of the CAA, as well
as to internal and external personnel of Avianca in accordance with the MCM´s list of distribution
The holders of the MCM are notified each time a new MCM revision is posted via email. In the section "Record of
relevant changes", the changes made to this manual are briefly described; the information is a complement for
the reader so that it is easy to locate the history of the changes made
The representatives of the areas that own the processes may request changes to the MCM by filling the form in
the application “Forms” from O365, Solicitudes de revisión de documentos under the responsibility of the
Airworthiness and Regulatory Standards Management. Corrections of typographical errors will not be considered
as revisions.
MCM revisions do not require prior FAA written acceptance. Only a notification email will be sent to the FAA once
the MCM (made for the CAA of the country of operation) has been approved by CAA of the country of operation
0.2.2 Temporary Revisions
The Airworthiness and Regulatory Standards Management will determine if a temporary revision is required or if
the revision can be issued during the MCM's usual scheduled cycle. Avianca may issue temporary revisions in
order to correct, clarify or explain a process that needs to be published immediately.
Temporary revisions will be approved by the Operator Technical Director and controlled by the Airworthiness and
Regulatory Standards Management, using the current revision number, and adding a letter in alphabetical order
for each temporary revision. Additionally, an electronic copy will be sent to the FAA PMI, to notify the temporary
revision. If the FAA PMI finds any discrepancy, the PMI notifies the Airworthiness and Regulatory Standards
Management through email, delivering the information of the objection or the comments about the temporary
revision. The Regulatory Compliance area will guarantee that these reviews do not affect existing policies or
regulations.
In the corresponding section of the manual, the text will be updated and will be highlighted with a yellow
background, to indicate to the reader that this change corresponds to a temporary revision and that it must be
taken into account as a change in the text to be included in the next permanent revision of the manual, without
exceeding 3 months from the issuance of that temporary revision.
Ch. 0, pg. 0.2-1

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.2: Revision &
administration and control update procedure
▪ Nomenclature: All changes contained in a temporary revision to the MCM will be identified by a coded name
that appears at the top of the modified page, as explained below
Rev. 100 – A
Indicates the consecutive of the

revision group.
Indicates the revision of the
manual that is being modified.
• The control of changes will be recorded in the "Temporary revision log" section and only changes made
between permanent revisions will be listed (that is, once a permanent revision is issued, all changes from
temporary revisions are included and this section is updated). In addition, it includes the signature of the
Operator Technical Director and the Airworthiness and Regulatory Standards Management as a guarantee
for the temporary revision.
Ch. 0, pg. 0.2-2

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.3: List of
administration and control effective pages
0.3 LIST OF EFFECTIVE PAGES Section Revision Date

1.8-5 00 30-APR-2023
Section Revision Date
1.8-6 00 30-APR-2023
Manual administration and control
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Maintenance Procedures
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Ch. 0, pg. 0.3-1

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
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Ch. 0, pg. 0.3-2

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Section Revision Date Section Revision Date

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Airworthiness Management
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Contracted Maintenance
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Ch. 0, pg. 0.3-3

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 04: Record of
administration and control revisions
0.4 RECORD OF REVISIONS
Revision No. Date of revision Date of publication

00 30-APR-2023 15 MAY 2023
Ch. 0, pg. 0.4-1

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 04: Record of
administration and control revisions
0.4.1 Record of temporary revisions

Date of End date of the
Revision No. Date of revision Chapter/Section
publication revision (validity)
DD, MMM, YYYY DD, MMM, YYYY DD, MMM, YYYY
Approved By:
___________________________________ ________________________________________
Operator Technical Director – Avianca Airworthiness and Regulatory Standards Manager –
Eisenhower Sanabria Avianca
Pedro Enrique Sierra Arevalo
*Note: These signatures are required only in case of issuance of a temporary review. In the event of a permanent
revision, these fields must remain empty.
Ch. 0, pg. 0.4-2

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.5: Record of
administration and control relevant changes
0.5 RECORD OF RELEVANT CHANGES
Description Chapter/Section
Reedition of the GMM that becomes Maintenance Control Manual, MCM ALL
Ch. 0, pg. 0.5-1

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.6: Distribution
administration and control control
0.6 DISTRIBUTION CONTROL

Technical Publications guarantees the control, availability, updating and distribution of current technical and
regulatory documentation and is responsible for ensuring the permanent availability of the Maintenance Control
Manual to the following users:
Temporary or Format
Deliver to Applicable Chapter
Permanent (Paper / Digital)
Engineering and
Maintenance Vice All Permanent Digital
Presidency
PMI FAA All Permanent Digital
Contracted maintenance
All Permanent Digital
providers
Airworthiness
management services All Permanent Digital
providers
Ch. 0, pg. 0.6-1

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
Rev. 00
30-APR-2023
Chapter 0: Manual Section 0.7: Definitions &
administration and control abbreviations
0.7 DEFINITIONS & ABBREVIATIONS

For the definitions and abbreviations established in this manual, refer initially to the FAA aeronautical regulations
in their current revision, the other definitions and abbreviations that Avianca considers pertinent or applicable to
the document are established in this section.
0.7.1 Definitions
• Accepted Data: Every technical data using methods and practices acceptable by the Authority of the aircraft
register and operation country that can be used for Maintenance Data Approval. It complies with applicable
airworthiness regulations and can be used for maintenance, minor repair, or minor alteration (e.g. data;
methods, techniques, and practices; manual content; tools; materials; equipment; etc.). Acceptable data may
be provided by a type certificate holder (TC)/supplementary type certificate (STC), a third-party operator, or a
qualified Certified Repair Station engineer.
• Acceptable Level of Reliability: Maintaining operational performance equal to or higher than a value
determined by the operator, to support the operator’s operational and economic objectives. According to MSG
guidelines, operational failures or a loss of function having a direct effect on safety are never considered
acceptable.
• Aeronautical Part: Constituent element of an aeronautical component, accessory, or device.
• Aeronautic Product: They are the articles that aeronautical manufacturers produce and, in this case, they are:
- Aircraft.
- Engine.
- APU.
- Propeller.
- Landing Gear.
- Components.
• “Aircraft Status” Report: Document that includes all the DMIs that an aircraft has open at the time of printing
the report obtained from the maintenance software.
• Airworthiness: Technical and legal condition that an aircraft must have to fly in safe operating conditions.
• Airworthy: Technical and legal condition that an aircraft, engine, or aeronautical component must meet in
order to carry out flights safely and satisfactorily during any phase of the operation.
• Airworthiness Certificate: Public document issued by the competent CAA, which it is accredited that, on the
date of its granting, the aircraft described in it is airworthy, or is suitable to be operated safely within the
conditions associated with its category, classification and in accordance with the limitations established in its
Type Certificate.
• Airworthiness Directive (AD): Mandatory compliance document issued by an Aeronautical Authority,
government agency or accredited body responsible for the certification of aircraft, engines, and components
that have presented unsafe conditions and that may exist or develop in other products of the same type and
design, in which inspections, conditions and limitations are prescribed under which they can continue to
operate.
• Airworthiness Limitations Sections (ALS): A section from the Maintenance Program that includes
mandatory scheduled maintenance tasks and part replacement limitations, necessary to maintain compliance
with the aircraft type design.
• Airworthiness Maintenance: A set of procedures to ensure that an aircraft, engine, rotor, or part meets the
applicable airworthiness requirements and remains in a condition to operate safely throughout its useful life.
• Alteration: See the definition for Modification.
• Alternative method of compliance (AMOC): An alternative method of compliance to that specified in an AD.
• AMOS: Maintenance Software.
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• Approved Data: Technical and/or supporting data that has been approved by the applicable authority, by a
delegate thereof, or under the provisions of a bilateral agreement between two countries. - ex: RDAS, RDR,
RAS, DR, TV and/or equivalent documents.
• Approved Maintenance Organization (AMO): A maintenance organization certificated by the competent
CAA.
• Approved Technical Data: All the supporting documentation and descriptive technical data that supports a
major alteration or repair, and which are approved by the Aeronautical Product Certification State Authority.
Which can be, among others:
- Type certificate and data sheet
- Supplemental Type Certificate
- Airworthiness Directives
- Manuals approved by the aeronautical authority of the type certification country, for the aircraft or engine.
- Technical data approved by the aeronautical authority of the country that issued the type certificate for the
aeronautical product, accepted by the Aeronautical Authority that issue an airworthiness certificate.
• Article: Refers to the aircraft, its structure, engines, components, or accessories.
• Authority: For the purposes of this manual, the person who holds this position is qualified, and it is the person
in charge who delegates authority over a process to: Plan, direct and control resources, review a process,
make key determinations that include the decision of acceptance of security risks, and ensure the validity of
the process.
• Avianca Group International Limited: Business unit that represents the integrated operation of the following
airlines: Avianca (AVA), Tampa Cargo (TPA), Avianca Ecuador (GLG), Avianca (TAI), Avianca Costa Rica
(LRC), Aerounión (TNO), Avianca Express (AVR) and Aviateca (GUG).
• Aeronautical product: These are the articles produced by aeronautical manufacturers and in this case they
are:
- Plane.
- Engine.
- APU.
- Landing Gear.
- Components.
• Biweekly: It is the report of new or updated ADs published every two weeks by an aeronautical authority.
• Bridging: Maintenance program transition from another type of inspection program, such as interval changes,
new tasks, among others.
• Cabin Maintenance Logbook (CLB): Is the Logbook used to record the discrepancies in the Passenger Cabin.
• Capability List: It is the document issued by the competent CAA that certifies that a maintenance organization
has complied with the requirements established in its current regulations.
• Claim: Action carried out by the operator when there is a breach of the contract/SLA established by
maintenance providers or maintenance airworthiness management services.
• Competent Civil Aviation Authority: Refers to the Civil Aviation Authority (country of operation, country of
registration, country of design or other country involved with the operation of an aircraft) that legislates an
Avianca regarding a process of this manual. Herein after referred to as CAA.
• Component: An assembly, part, article, part or constituent element of an aircraft according to the
manufacturer's specifications and, by extension, of the engine structure or accessory. Also called Rotables.
• Condition Monitoring: Process when information on the elements obtained from monitoring is collected,
analyzed, and interpreted on an ongoing basis as a means of deciding whether or not to implement corrective
procedures.
• Configuration Deviation List (CDL): The CDL is part of the Airplane Flight Manual (AFM) that is on board the
aircraft. This allows the dispatch of an aircraft having certain parts of the secondary structure or of the engines,
missing or damaged. Upon discovery of a structural component missing or damaged, maintenance personnel
are responsible for the correct verification and interpretation of the CDL policies.
Ch. 0, pg. 0.7-2
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• Contracted maintenance provider: Any organization / person that performs maintenance, preventive
maintenance or an alteration contracted by the holder of an air operator certificate.
• Contract: Pact or written agreement, between parties that are bound on a specific matter or thing.
• Critical design characteristics: Characteristics that in the design and certification process have been defined
as critical and must be maintained.
• Critical Design Configuration Control Limitations (CDCCL): Critical airplane characteristics necessary for
flammability reduction means (FRM) or ignition mitigation means (IMM) to perform their intended function and
prevent the occurrence of an unsafe condition.
• Damage Tolerance Inspections (DTIs): Refers to the inspections developed as a result of a DTE. A DTI
includes the areas to be inspected, the inspection method, the inspection procedures, including acceptance
and rejection criteria, the threshold, and any repetitive intervals associated with those inspections. The DTIs
may specify a time limit when a repair or alteration needs to be replaced or modified. If the DTE concludes that
DT-based supplemental structural inspections are not necessary, the DTI documentation should include a
statement that the normal zonal inspection program is sufficient.
• Deviation: Alternate method of compliance with the specific instructions of a repair, which may or may not be
contained in the manufacturer's manuals.
• Direct Interchange: The primary operator exchanges the aircraft at an approved exchange point to the
operator in exchange and vice versa.
• Double Interchange: The interchange operator delivers / exchanges the aircraft to the primary operator which
receives the aircraft and in turn delivers / exchanges the same aircraft to another interchange operator. That
process is carried out at an interchange point approved for the operators involved.
• During Flight: Time elapsed from the take-off in the moment when there is no contact among the aircraft with
the ground until the touch down during the landing.
• Electrical Wiring Interconnection System (EWIS): Means any cable, wiring device, or combination thereof,
installed in any area of the aircraft for the purpose of transmitting electrical power, including data and signals.
• Electronic Flight Bag (EFB): Electronic system comprising equipment and applications and that is intended
for the flight crew to store, update, display and process EFB functions to support flight operations or tasks.
• Emergency equipment: Minimum equipment on board used to attend emergency situations.
• Emergency Equipment Diagram (EED): Illustration that includes the certified emergency equipment,
specifying the quantity per component and its location inside the aircraft.
• Employee Number: Number established to identify personnel who certifies the Return to Service, which must
be related to the license number shown in the authorized personnel list given by the maintenance provider.
• Engineering Order Document: A document issued by the Engineering Division through the Maintenance
Software (refer to the “Manual for Forms Referenced in Regulatory Manuals”) which provides information
supplied by the manufacturer such as effectivity, materials, tools, man hours and compliance instructions for
the incorporation of Service Bulletins, Airworthiness Guidelines, Major or Minor Alterations, Repairs, among
others.
• Error: Action or omission from the operations personnel that results in deviations from the intentions or
expectations of the organization or operations personnel.
• Extended Diversion Time Operations (EDTO): Any flight of an airplane with two or more turbine engines, in
which the diversion time to an alternate aerodrome in route is greater than the time threshold established by
the CAA of the country of origin. operation. (AVA, APR)
• Extended Range Twin Engine Operations Performance Standards (ETOPS): An ETOPS operation is
understood to be one that operates on a route that contains a point beyond one hour of normal cruising flight
with one engine inoperative with respect to a suitable airport; for example, in the case of ETOPS 120 and 180,
it means having two and three hours from an alternate airport respectively. (AVA, APR)
• Fatigue Critical Structure (FCS): Structure critical to fatigue. Structure susceptible to fatigue cracks that can
result in catastrophic aircraft failure.
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• Flammability Reduction Means (FRM): System or feature designed to reduce the exposure to flammability
of a fuel tank, either by affecting oxygen levels or affecting fuel vapor concentration levels.
• Flight data analysis: Process for analyzing recorded flight data in order to improve the safety of flight
operations.
• Flight Recorder: Any type of recorder installed on the aircraft to record voices or flight data to facilitate accident
and incident investigation.
• Forecast: Graphical interface of the maintenance software to view, control and program all the documents
corresponding to maintenance work (MPD, EOD, JIC, etc.) applicable to a specific aircraft.
• Hard Time (HT): Preventive process in which the known deterioration of an item is limited to an acceptable
level by maintenance actions. It is carried out in periods related to the time of service (e.g. calendar time,
number of cycles, number of landings).
• Head Start Flight: They have their first scheduled flight in the time slot determined by the company on airplanes
that have been overnight for more than 4 hours.
• Hold Item List (HIL): It is an implementation of the Operator to establish a control for the discrepancies of the
aircraft that can be deferred based on the applicable technical data of the AMM, SRM or OEM concept that
responds to associated queries. Its limitation to be rectified is by flight hours, operating cycles, calendar days
or combination of these.
• In Flight Shut Down (IFSD): Cease of engine operation for a reason other than normal operating or training
procedures. (can be commanded or non-commanded).
• Inspection: Physical review of the state of an aircraft, component, or accessory.
• Interchange agreement: Refers to the agreement signed between the countries of the airlines that carry out
the interchange. In any case, the authorities can define an alternate method to this agreement to issue their
approval.
• Interchange aircraft: "Is any aircraft listed in the operation specifications of an airline, who, depending on the
situation, can act as primary operator or interchange operator as described below (these aircraft must also
appear authorized in the corresponding sections of the interchange operator operation specifications):
- Primary Operator
OpSpecs FAA sections: A003, A029 and D085
- Interchange Operator
OpSpecs FAA sections: A003 and A029
• Interchange Guidelines: Policies defined internally between airlines to define the operational procedures that
are implemented during aircraft interchange activities.
• Interchange Operator: Airline that receives operational control of an aircraft during the interchange process.
• Interchange Points: It refers to the airports where an aircraft can be exchanged between the primary operator
and the exchange operator, as long as the policies described in this document are followed.
• Lapse: Time interval of the aircraft on ground destined for maintenance work.
• Layout of Passenger Accommodations (LOPA): Schematic drawing that includes passenger cabin interior
configuration.
• Lessor: It is that person who for a certain period of time agrees to provide an aircraft to a lessee in exchange
for periodic payments called "lease payments".
• Life-limited part (LLP): Limited life part. Means any part for which a mandatory replacement limit is specified
in the type design, the Instructions for Continuing Airworthiness, or the maintenance manual.
• Limitations: Lack of knowledge that may affect operational safety; it can be overcome through training.
• List of authorized personnel: List maintained by the contracted maintenance provider for the purpose of
identifying and authorizing the maintenance personnel who will act on their behalf to fulfill the contracted works
under their operating specifications.
• Main structure: Structure that supports all the main stresses that appear on the plane, such as aerodynamic
loads, engine thrust, landing impacts, ground loads, command loads, etc.
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• Maintenance: Performance of the required tasks to guarantee the aircraft continued airworthiness, which
involves one or more of the following tasks: reconditioning, inspection, replacement of parts, rectification of
defects and incorporation of a modification or repair.
• Maintenance Action: Refers to the correction of a defect or the issuance of a deferred.
• Maintenance Logbook (MLB): Aircraft technical discrepancies logbook.
• Maintenance Program: Document describing the scheduled maintenance tasks and the frequency with which
they must be carried out in order to maintain the airworthiness of the aircraft.
• Maintenance Record: technical documentation generated when performing maintenance, preventive
maintenance, and alterations during the operational and maintenance processes of the aircraft and
components, which are of a regulatory nature to support and control the maintenance programs that certify
airworthiness.
• Maintenance software: Internal computer system where information about airplanes and their components is
updated and maintained. In addition, it is used to control maintenance programs, the execution of services and
the materials used. The information entered in this software is considered a record.
• Master Minimum Equipment List (MMEL): List established for a given type of aircraft by the body responsible
for its type design, with approval of the design status, which contains one or more items of equipment, which
could be dispensed with at the start of a flight. The MMEL may be associated with operating conditions,
limitations, or special procedures, standard or mandatory revision of the MMEL.
• Minimum Equipment List (MEL): It is the regulatory document that determines the equipment and quantities
that may be inoperative without compromising safety and airworthiness in the operation of an aircraft. The MEL
also determines the time period allowed for replacement or corrective action on an inoperative system or a
malfunctioning component.
• Modification: A modification of an aircraft or aircraft component means a change in type design that does not
constitute a repair.
(i.) Major modification: A major modification means a type design change that is not indicated in the
specifications of the aircraft or the aircraft engine that:
a. Can significantly influence the limits of mass and balance, structural strength, performance,
operation of the powerplants, flight characteristics or other conditions that influence airworthiness.
or
b. That is not done according to accepted practices or cannot be done by elementary operations.
(ii.) Minor modification: A modification or alteration for which it is determined that it has no effect on
characteristics such as weight, balance, structural strength, performance, operational characteristics, and
other functional operational characteristics that affect airworthiness.
Note: For the purposes of this manual, the terms "alteration" and modification "are used synonymously.
• NO GO: Term used to indicate when the aircraft is not airworthy due to a specific failure.
• Non Essential Equipment and Furnishings Item List (NEF): Items installed on the aircraft as part of the
original type certification, supplemental type certificate, or other form of alteration that have no effect on the
safe operation of flight and would not be required by the applicable certification rules or operational rules. These
items could be damage, inoperative or missing, these items does not have effect on airworthiness. They are
not listed in either the MEL or the CDL.
• Non-Mandatory Documents: Documents with optional improvement actions such as recommended SB, SL,
ISI, TFU, AOT, MOM, OIT, among others, and documents generated by operational needs.
• On Call Maintenance: Request for unscheduled maintenance, which eventually becomes necessary to attend
to aircraft that, due to their maintenance program, do not require traffic maintenance services.
• On-condition: A primary maintenance process requiring repetitive inspection or test to determine the condition
of units, systems, or portions of structure to assure continued serviceability. Corrective action is taken when
required by item condition as determined by analysis of inspection and/or test results.
• Oil Uplift: Oil addition to accomplish aircraft maintenance manual requirements. Oil Uplift is the term used by
the maintenance software.
Ch. 0, pg. 0.7-5
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• Operation Certificate: Document to certify that the operator who owns it complies with the civil aeronautical
regulations and with the technical requirements necessary to assume responsibility for the operation of the
aircraft, in commercial air services, under the established terms and conditions.
• Operational Control: Privilege granted by a Civil Aviation Authority and always exerted by the Operations
Manager of the airline, regarding the planning and dispatch of a flight, as well as the initiation, continuation,
deviation or termination of that flight even if it is an interchange flight, in order to thoroughly satisfy the
operational safety and the fulfilment of regulatory subjects.
• Operational Data: Any data generated as a result of aircraft operations. Examples of operational data are
nonroutine events, Extended Operations (ETOPS) event reports, maintenance log items, delays or
cancellations, mechanical interruption summaries, service difficulty reports, repeated failure reports,
unscheduled parts removals, component “teardown” reports, findings from scheduled maintenance tasks and
inspections, etc.
• Operational maintenance window: Period equivalent to 72 hours where the following line maintenance jobs
are scheduled:
- MCC WO.
- MEL/CDL DMI.
- NEF & HIL created with expiry date less than or equal to the operational maintenance window.
- Line Check, Memory Card y Nav Data Base.
• Operation Specifications (OPSPECS): The authorizations, conditions and limitations related to the air service
operator certificate and subject to the conditions established in the operations manual.
• Operation specifications- AMO: Document issued by the competent CAA specifying the authorizations,
conditions, and limitations related to the rectification of operation granted to the AMO by the competent CAA
and the regulations.
• Original Equipment Manufacturer (OEM): The designation for the original manufacturer of an aeronautical
part.
• Original Record: It is the maintenance record in physical, digital, or electronic format that is issued once the
maintenance of the aircraft and / or components is carried out, in its original format, according to the type of
records approved for the maintenance provider contracted by the Competent CAA.
• Overhaul: Scheduled aeronautical technical work that is executed on an aircraft and / or its components for
having met the operational time limit indicated by the manufacturer and / or the CAA, to bring it to its original
airworthiness condition.
• Overnight: Maintenance work performed on airplanes while parked overnight.
• Part Manufacture Approval (PMA): Parts approved by the competent CAA to be manufactured by someone
other than the OEM.
• Performance standards: the operational objectives or standards developed by an operator to define an
acceptable level of operational reliability.
• Personnel Trained List: List of trained personnel of a maintenance provider, which is updated and sent to the
provider on a monthly basis and each time there is any new entry or withdrawal of the provider's personnel and
/ or in the operator courses.
• Pooling: Like Pool, is a term used among airlines to refer to the components in loan condition.
• Primary Operator: Airline that operates a certain aircraft and maintains operational control when an
interchange is not taking place.
• Query: Means by which inquiries are processed, through maintenance software, between areas of the
company.
• Reliability: The probability that a component / system / aircraft will continue to operate for a specified time
under operating conditions.
• Reliability Alert: When a potential risk is identified that could affect the operation of the aircraft.
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• Repair: It is defined as the set of maintenance actions through which the airworthiness condition for which an
aircraft or component was certified is restored after damage, with the limitations determined by the
manufacturer.
(i.) Mayor Repair: It is one in which the damage to be repaired or the complexity of the repair can significantly
affect the weight, balance, structural resistance, performance, engine operation, flight characteristics or
other qualities that affect the airworthiness of the aircraft, therefore, cannot be done by elementary
operations.
(ii.) Minor Repair: It is one in which the damage to be repaired is of lesser magnitude and does not
substantially affect the airworthiness of the aircraft. It is done under accepted or approved data.
• Report Back: Relaunch of repetitive documents in maintenance software.
• Responsibility: For the purposes of this manual, the holder of this title is responsible for guaranteeing human
and financial resources as well as to warrantee the quality and safety for the performance of a processes.
• Return to Service (RTS): Return to service certification.
• Risk evaluation: Process focused on estimating the severity and frequency of risks that are identified during
the operation based on corporate guidelines.
• Rotables: See component definition.
• Scheduled Work Package Summary: Form that lists the maintenance work requested from the contracted
maintenance providers (See Forms Manual).
• Service Bulletin (SB): Documents issued by the aircraft or component manufacturer to inform the aircraft
operator or owner about the maintenance actions additional to the maintenance program; the information may
correspond to optional or mandatory modifications which might affect the optimal operation conditions of an
aircraft.
• Service Level Agreement (SLA): Agreement used to determine the specific requirements of the services and
/ or deliverables that are provided (provider) and received (client) in order to follow up on the commitments
acquired.
• Slot: Space and period in the facilities of the maintenance providers contracted for the scheduling of the works.
• Special Navigation Data: Any software that contains procedures or information required by the different
aircraft systems which must be installed with a certain frequency in some specifics LRUs by regulations or
recommendations of the aircraft manufacturer and authorities.
This process is mainly aimed to the navigation database, which must be updated according to the AIRAC cycles
and/or another updates, such as terrain databases, obstacles, Jeppsen etc., which are necessary to perform a
safe flight and guarantee a satisfactory performance during aircraft flight.
• Special Flight Permit (SFP): Permission to operate a special flight, which the CAA of the state of registration
and / or the state of the operator, can authorize any aircraft that does not meet all applicable airworthiness
requirements, but is capable of flying safely.
• Special Federal Aviation Regulation 88 (SFAR 88): Federal aviation regulations focused on preventing
ignitions in aircraft fuel tanks.
• Standard Part: A part manufactured in full compliance with the specifications or standards accepted by the
industry or government entities, this includes design, manufacture, and identification requirements. Accepted
standards can be: NAS, AN, SAE, AS, MS, among others recognized in the aviation industry.
• State of design: The State that has authority over the organization responsible for type design.
• State of registration: Country in which an aircraft is registered.
• State of operation: Country in which the main facilities and/or main address of the operator are located.
• Technical Data: Drawings and specifications needed to define the configuration and design aspects of an
item, repair, or alteration. It may include materials, dimensions, and processes required to determine structural
strength, airworthiness limitations, noise characteristics, or other applicable features of the repaired or modified
aircraft. Technical data includes engineering testing and analysis, as well as technical or military specification
data. They can include data from operational and maintenance experiences, reliability data, and other
documentation.
Ch. 0, pg. 0.7-7
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• Type Certificate: Document issued to indicate the airworthiness of the aircraft type design. The certificate is
issued by a regulatory entity, and once issued, the design cannot be modified. The certificate reflects the
regulatory body determination that an aircraft is manufactured in accordance with an approved design, and that
its design ensures compliance with airworthiness requirements.
• Technical Documentation: Manufacturers manuals and documents issued by the internal areas.
• Task Card: Documents specifying the tasks to meet the requirements of the maintenance program.
• Time Controlled Item: Component controlled by hours, cycles and / or calendar time, at which maintenance
activities must be carried out in the times stipulated by the manufacturer (can include from cleaning to overhaul).
• Transit: Preparation time of the plane (different from Overnight) from its arrival at the airport parking position
until the moment of its tow.
• Uncontrollable High Thrust: Malfunction associated with loss of thrust control capability of the B787 fleet.
• Work Order (WO): Number assigned by the maintenance software to identify a specific maintenance task.
• Work Order MCC: Number assigned by the maintenance software to identify a specific maintenance task
issued by MCC.
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0.7.2 Abbreviations
• 16 G: Seat crash test to verify that they withstand 16 times the force of gravity.
• AC: Advisory Circular
• AD: Airworthiness Directive
• AFM: Airplane Flight Manual
• AGIL: Avianca Group International Limited
• AHM: Airplane Health Management
• AIR: Aircraft Inspection Report
• AIRAC: Aeronautical Information Regulation and Control
• AIRCOM: Flight tracker - Real-Time Flight Monitoring
• AIRMAN: Airbus Real Time Health Monitoring
• ALI: Airworthiness Limitation Item
• ALS: Airworthiness Limitation Section
• AMM: Aircraft Maintenance Manual
• AMO: Approved Maintenance Organization
• AMOC: Alternative Method of Compliance
• AMOS: Aircraft Maintenance and Operations System
• AOC: Air Services Operator Certificate
• AOG: Aircraft On Ground
• AOT: Alert Operators Transmission
• APU: Auxiliar Power Unit
• BER: Beyond Economical Repair
• CAA: Civil Aviation Authority
• CASS: Continuous Analysis and Surveillance System
• DCC: Dispatch Control Center
• CDCCL: Critical Design Configuration Control Limitations
• CDL: Configuration Deviation List
• CDO: Operator Certificate
• CG: Gravity Center
• CLB: Cabin Logbook
• CMP: Configuration, Maintenance and Procedures
• CMR: Certification Maintenance Requirements
• CPCP: Corrosion Prevention and Control Program
• CRS: Certified Repair Station
• CVR: Cockpit Voice Recorder
• DDG: Dispatch Deviations Guide
• DER: Designated Engineering Representative
• DLR: Data Link Recorder
• DMI: Deferred Maintenance Item
• DTI: Damage Tolerance Inspections
• EAFR: Enhanced Airborne Flight Recorder
• EASA: European Aviation Safety Agency
• EDTO: Extended Diversion Time Operation
• EED: Emergency Equipment Diagram
• EFB: Electronic Flight Bag
• EO: Engineering Order
• EOD: Engineering Order Document o Engineering Order Detail
Ch. 0, pg. 0.7-9
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• ER: Extended Range

• ESD: Electrostatic Sensitive Devices
• ETOPS: Extended Twin Engine Operations
• ETR: Estimated Time for Repair
• EW: Empty Weight
• EWIS: Electrical Wiring Interconnection System
• EWO: Engineering Work Order
• FAA: Federal Aviation Administration
• FC: Flight Cycles
• FCOM: Flight Crew Operating Manual
• FCS: Fatigue Critical Structure
• FDE: Flight Deck Effect
• FDR: Flight Data Recorder
• FH: Flight Hours
• FOEW: Fleet Operating Empty Weights
• FRM: Flammability Reduction Means
• HIL: Hold Item List
• HT: Hard time
• IATP: International Airlines Technical Pool
• ICA: Instructions for Continued Airworthiness
• ID: Identification Document with photo
• IFE: In Flight Entertainment
• IFSD: In-Flight Shutdown
• IMM: Ignition Mitigation Method
• IPC: Illustrated Part Catalog
• IT: Information Technology
• JCAB: Japan Civil Aviation Bureau
• JIC: Job Instructions Card
• KPI: Key Performance Indicator
• LBD: Loan and Borrow Document
• LL: Life Limit
• LOPA: Layout of Passenger Accommodation
• LRU: Line Replaceable Unit
• MAC: Mean Aerodynamic Chord
• MAREP: Maintenance Reports
• MCC: Maintenance Control Center
• MCM: Maintenance Control Manual
• MEL: Minimum Equipment List
• MLB: Maintenance Logbook
• MLW: Maximum landing weight
• MMEL: Master Minimum Equipment List
• MO: Operations Manual
• MOM: Multi Operator Messages
• MPD: Maintenance Planning Document
• MPE: Training Policies Manual
• MRBR: Maintenance Review Board Report
• MSG Maintenance Steering Group
Ch. 0, pg. 0.7-10
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• NEF: Non-Essential Equipment and Furnishing

• NIST: National Institute of Standards and Technology
• NTO: Non Technical Objection
• O365: Office 365 app
• OEM: Original Equipment Manufacturers
• OIP: Operator Implementation Plan
• OIT: Operators Information Transmission
• OPSPECS: Operation Specifications
• P/N: Part Number
• PAH: Production Approval Holder
• PFR: Postflight Report
• PIREP: Pilot Reports
• PLF: Present Leg Fault
• PMA: Parts Manufacturer Approval
• PMI: Maintenance Principal Inspector
• PO: Purchase Order
• PTL: Personnel Trained List
• QA AW: Quality Assurance - Airworthiness
• RAS: Repair Approval Sheet
• RCB: Reliability Control Board
• RDAS: Repair Design Approval Sheet
• RDC: Repair & Damage Inspection Control
• RDR: Repair Design Record
• RII: Required Inspection Item
• RO: Repair Order
• RTS: Return to Service
• S/N: Serial Number
• SATCOM: Satellite Communications
• SB: Service Bulletin
• SD: Standard Deviation
• SDR: Service Difficulty Reports
• SDR*: Structural Damage Report
• SFAR: Special Federal Aviation Regulation
• SFP: Special Flight Permit
• SGHA: Standard Ground Handling Agreement
• SL: Shelf Life
• SLA: Service Level Agreement (Equivalent to an agreement between Avianca and an
AMO/CRS in cases where a contract cannot be conducted)
• SMS: Safety Management System
• SOC: System Operational Control
• SMT: Software Maintenance Tool
• SNP-MPM: Special Navigation Procedures. Maintenance Policies Manual CAT II/III, RVSM, PBN,
MNPS
• SOC: System Operational Control
• SRM: Structural Repair Manual
• STC: Supplemental Type Certificate
• SUP: Suspected Unapproved Parts
Ch. 0, pg. 0.7-11
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• TA: Technical Adaptation

• TC: Task Card
• TC: Type Certificate
• TCCA: Transport Canada Civil Aviation
• TCH: Production Approval Holder
• TFU: Technical Follow-up
• TPR: Technical Publication Report
• TSM: Trouble Shooting Manual
• TSO: Technical Standard Order
• TV: Technical Variant
• UCL: Upper Control Limit
• ULB: Underwater Locator Beacon
• UTC: Universal Time Coordinated
• W&B: Weight and Balance
• WO: Work Order
• WP: Work package
Ch. 0, pg. 0.7-12

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Rev. 00
30-APR-2023
Section 0.8:
Chapter 0: Manual
Complementary
documents
0.8 COMPLEMENTARY DOCUMENTS

The following documents comply with the applicable civil aviation regulations, company policies and provide
information that complements the management of the Engineering and Maintenance Vice Presidency. They are
available in the content manager.
0.8.1 Operation Specifications
Document which states the classification, categories, and limitations of Avianca operations, according to the
authorizations given by the CAA and subjected to the conditions stablished in the operations manual.
0.8.2 Forms manual
Illustrative manual that presents the regulatory forms used in the processes specified in Avianca’s regulatory
manuals.
0.8.3 Manual de Calidad y cumplimiento para aeronavegabilidad (Aseguramiento de Calidad)
(Airworthiness Quality and Compliance Manual (Quality Assurance))
Describes the Operational Compliance Program for airworthiness in maintenance and aeronautic engineering
operations, as well as the audit procedures.
0.8.4 EDTO/ETOPS Manual - Operation with Extended Deviation Time
(Extended Diversion Time Operations) Airline manual that establishes maintenance, minimum configuration,
operation requirements, hardware time limits and MEL limitations to meet EDTO/ETOPS requirements for Aircraft-
Motor approval.
0.8.5 Flight Operations Manual
Document that contains the rules and procedures by which the Avianca Operations area is governed, according
to current regulations. The document is mandatory knowledge for Pilots, Cabin Crew and Flight Dispatchers.
0.8.6 Maintenance Programs
Manuals prepared to guarantee the continued airworthiness of the aircraft, their engines, and components in
compliance with the Instructions of the holder of the Type Certificate of each aircraft applicable to each of the
Avianca fleets, based on the analysis of Airworthiness Directives, Inspection Service Bulletins, Airworthiness
Limitation Sections and the Maintenance Review Board Report, which make up the Maintenance Planning Data
(MPD), which is prepared by the holder of the Type Certificate of the aircraft. The Maintenance Programs are
optimized with the requirements of the reliability program or statistical methods of continuous surveillance of
Avianca.
0.8.7 MEL (minimum equipment list) & NEF (non-essential equipment and furnishings)
Manuals used by the maintenance and operations areas that allow the operation of an airplane with an inoperative,
degraded, incomplete or lost system, part, or component for a certain time, without affecting the airworthiness and
safety of the flight.
They are prepared by the operator in accordance with the MMEL, AFM and NEF master list (as applicable)
established for each type of aircraft, or in accordance with more restrictive criteria.
0.8.8 Special Navigation Procedures Maintenance Policies Manual CAT II/III, RVSM, PBN, MNPS
The objective of this manual is to present procedures that allow Avianca to maintain special operations in
accordance with the approval in force in the Operation Specifications.
0.8.9 Operator Implementation Plan (OIP)
See process "Aircraft Structure Maintenance".
Ch. 0, pg. 0.8-1
FR_AVSG05_009 Rev. 03 Date: 18-04-2022
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Section 0.8:
Chapter 0: Manual
Complementary
documents
0.8.10 Fueling Manual (FMA)

Manual that presents the processes related to maintenance policies regarding Avianca fuel management.
0.8.11 Manual de Políticas de Entrenamiento (MPE) (Training Policies Manual)
The manual provides the mandatory training policies that apply to the areas involved in continuous airworthiness
management activities and support processes and to maintenance providers contracted by the operator; indicates
the guidelines to determine, program, execute, control, and accept (if applicable), the different types of training
(indoctrination, technical, continuous, recurrent, and specialized).
0.8.12 SMS Manual
The guidelines, processes and procedures used for the development of the Avianca Operational Safety
management system are documented in the OPERATIONAL SAFETY MANAGEMENT SYSTEM MANUAL.
0.8.13 Aircraft Network Security Program (ANSP) Manual
Manual developed under the current revision of the B787 Aircraft Network Security Operator Guide (ANSOG) that
describes the policies, procedures and processes to develop and implement the management of tools,
infrastructure and business / operating models in order to maintain the overall security of the Boeing 787 aircraft
network.
The Avianca Aircraft Network Security Program (ANSP) Manual includes the proper management of IT networks,
systems and equipment that are part of the operation and maintenance of the Boeing 787, at Avianca, in order to
preserve the confidentiality, integrity and availability of the information related to this operation and guarantee
compliance with the applicable rules and regulations.
0.8.14 Manual Operaciones Rampa (MOR) (Ramp Operations Manual)
Manual describing the functions carried out by ground operations personnel.
0.8.15 Technical procedures
They are internal, non-regulatory documents, whose objective is to detail the activities for the fulfillment of some
processes described in this manual and that do not require to be presented to the CAAs for their approval /
acceptance, however, they can be used as support to demonstrate the way to comply with a process, when
required.
Any area from the Engineering and Maintenance Vice Presidency may issue or make modifications to its technical
procedures, and it is the responsibility of each of these areas to ensure their validity.
Ch. 0, pg. 0.8-2

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Chapter 1: General Section 1.1: Table of
Organization contents
CHAPTER 1: GENERAL ORGANIZATION

CAHPTER 1: GENERAL ORGANIZATION ......................................................................................................... 1.1-1
1.2 ORGANIZATION DESCRIPTION ...................................................................................................... 1.2-1
1.3 TYPE OF OPERATION ..................................................................................................................... 1.3-1
1.4 FACILITIES ........................................................................................................................................ 1.4-1
1.4.1 Main Station Facilities .................................................................................................................... 1.4-1
1.4.2 Transit Stations Facilities ............................................................................................................... 1.4-1
1.5 POLICIES AND DOCUMENTS REQUIRED FOR THE OPERATION .............................................. 1.5-1
1.5.1 Operation Specifications (OpSpecs) ............................................................................................. 1.5-1
1.5.1.1 Operation Specifications amendments or modifications……………………………………….. 1.5-1
1.5.1.2 Duration and return of the Operation Specifications……………………………………………. 1.5-2
1.5.2 Certificate of Airworthiness ............................................................................................................ 1.5-2
1.5.3 Documents and manuals that must be carried on board the aircraft............................................. 1.5-2
1.6 AIRCRAFT REQUIREMENTS AND CERTIFICATION ..................................................................... 1.6-1
1.6.1 General policies ............................................................................................................................. 1.6-1
1.7 UPDATING & REGISTRATION OF AIRCRAFT (EFFECTIVE FLEET, MAKE AND MODELS) ....... 1.7-1
1.7.1 General Policies ............................................................................................................................. 1.7-1
1.7.2 Aircraft Registration (Make and Models) ....................................................................................... 1.7-1
1.8 COMPANY ORGANIZATION ............................................................................................................ 1.8-1
1.8.1 General organization chart ............................................................................................................ 1.8-1
1.8.2 Engineering and Maintenance Vice-Presidecy organizational chart ............................................. 1.8-2
1.8.3 General responsibilities ................................................................................................................. 1.8-2
1.8.3.1 General Staff (applicable to all positions)………………………………………………………...1.8-2
1.8.3.2 Responsibilities for positions with personnel assigned………………………………………… 1.8-3
1.8.4 Engineering and Maintenance Vice President ............................................................................... 1.8-3
1.8.5 Operator’s Technical Director ........................................................................................................ 1.8-4
1.8.5.1 Airworthiness and Regulatory Standards Manager……………………………………………...1.8-4
1.8.5.1.1 Regulatory Standards Coordinator ..................................................................................... 1.8-5
1.8.5.1.2 Training and Records Coordinator ...................................................................................... 1.8-7
1.8.5.1.3 FAA Quality Manager .......................................................................................................... 1.8-7
1.8.5.2 Technical Representatives Coordinator……………………………………………………………1.8-8
1.8.5.3 CASS and Reliability Coordinator…………………………………………………………………1.8-10
1.8.5.4 Engineering Manager……………………………………………………………………………….1.8-11
Ch. 1, pg. 1.1-1

This document is property of Avianca Group International Limited. The official version is published in the Content Manager.
Any total or partial printing is considered uncontrolled copy.
FR_AVSG05_009 Rev. 03 Date: 18-04-2022
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Chapter 1: General Section 1.1: Table of
Organization contents
1.8.5.4.1 General Responsibilities for the area of engineering........................................................ 1.8-11

1.8.1.1.1. Maintenance Programms and Technical Publications Coordinator ................................. 1.8-13
1.8.5.4.2 Structures Engineering Coordinator ................................................................................. 1.8-13
1.8.5.4.3 Power Plant Engineering Coordination ............................................................................. 1.8-14
1.8.5.4.4 Systems Engineering Coordination .................................................................................. 1.8-14
1.8.5.4.5 Interiors Engineering Coordination ................................................................................... 1.8-15
1.8.5.4.5.1 Cabin Management Coordination .............................................................................. 1.8-15
1.8.5.5 Planning Management……………………………………………………………………………...1.8-16
1.8.5.5.1 Short-Term Maintenance Planning Coordination ............................................................. 1.8-17
1.8.5.5.2 Long Term Maintenance Planning Coordination .............................................................. 1.8-18
1.8.6 MCC and Technical Control Director ............................................................................................1.8-19
1.8.6.1 Maintenance Control Center Manager (MCC)………………………………………………….1.8-20
1.8.6.2 MCC Coordinator…………………………………………………………………………………..1.8-21
1.8.6.3 MCC Fleet Coordinator……………………………………………………………………………1.8-22
1.8.7 Logistic Support Areas .................................................................................................................1.8-22
1.9 GENERAL POLICIES .........................................................................................................................1.9-1
1.9.1 Communication Systems ................................................................................................................1.9-1
1.9.2 Maintenance software ....................................................................................................................1.9-1
1.9.2.1 Electronic Access Code & User Profile…………………………………………………………...1.9-2
1.9.2.2 Software & hardware………………………………………………………………………………..1.9-2
1.9.2.3 System Modules……………………………………………………………………………………..1.9-2
1.9.3 Maintenance data use policy ..........................................................................................................1.9-3
1.9.4 Alcohol & Psychoactive Substances use Control Program ............................................................1.9-3
1.9.5 Electronics /Digital records and signatures ....................................................................................1.9-3
1.9.5.1 Electronics /Digital records…………………………………………………………………………1.9-3
1.9.5.2 Electronic /Digital signatures in technical records……………………………………………….1.9-5
Ch. 1, pg. 1.1-2

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Chapter 1: General Section 1.2: Organization
Organization description
1.2 ORGANIZATION DESCRIPTION

AEROVIAS DEL CONTINENTE AMERICANO S.A., “AVIANCA”, is a commercial airline, member of Avianca
Limited International Group (AGIL), it is based in Bogotá, Colombia where where the administrative offices are
located. Avianca operates domestic and international routes including Europe, North America, Central America
and South America
Avianca has the operation certificate ANCF173C and Operation Specifications issued by the FAA. It has a
continuous airworthiness control system in accordance with the provisions of this manual, the approved
maintenance program, applicable regulations, and other adopted standards.
The Engineering and Maintenance Vice-President establishes lines of responsibility in the control of continued
airworthiness, as well as an organized administration system as shown in the "Company Organization" section,
presented in this manual.
Avianca guarantees that the personnel responsible for the control of continued airworthiness comply with the
experience, qualification / certification, and knowledge requirements in accordance with the provisions of the
competent CAAs.
Responsible Executive Cap. Eduardo Mendoza
(Responsible manager) eduardo.mendoza@avianca.com
Albert Pérez Subirós
Vice President of Engineering and Maintenance
albert.perez@avianca.com
Operator Technical Director
Eisenhower Sanabria Ávila
(Responsible for continuing airworthiness
eisenhower.sanabria@avianca.com
management.)
Any change made in the assignment of the key management positions mentioned above will be notified to the
FAA by a written mean.
Ch. 1, pg. 1.2-1

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Chapter 1: General Section 1.3: Type of
Organization operation
1.3 TYPE OF OPERATION
Avianca is authorized to carry out commercial air transport operations, adhering to the specific authorizations,
limitations and procedures described in the operation specifications issued by the FAA, all applicable provisions
of the Colombian Aeronautical Regulations (RAC) and applicable standards.
The type of operation, authorizations, limitations, and route restrictions can be validated in the company's operation
specifications.
Ch. 1, pg. 1.3-1

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Chapter 1: General
Section 1.4: Facilities
Organization
1.4 FACILITIES
Avianca guarantees that the workplaces have enough and suitable space, for the compliance of best practices to
fulfill each of the assigned tasks assuring the safety of the personnel as well as of their internal and external clients.
The owned and contracted facilities have:
• Safe and signaled areas, suitable furniture, and separated work areas in order to avoid interference with other
maintenance activities or staff effectiveness.
• Fans and temperature control, extractors, natural lighting and electrical supply and generally all the necessary
elements to satisfy physical comfort needs.
• Emergency equipment such as fire extinguishers, first aid kits and other safety measures available for
emergency situations (for example, stretchers and suitable signals that guarantee the safety of the personnel).
• Communication equipment (radios, telephones), software and hardware required to manage an efficient
information flow and to guarantee access to regulatory and technical documents in order to have control over
all maintenance activities and required administrative issues.
All facilities are arranged in such a way that all items, tools, technical data and support equipment are protected
against rain, wind, dust, fire and under controlled atmospheric conditions (when required).
1.4.1 Main Station Facilities
Avianca's main base of operations is the "El Dorado" station located at the El Dorado International Airport in
Bogotá, Colombia, at the address: Av. Calle 26 No. 106-74.
Its facilities have suitable offices and are equipped in such way that the Engineering and Maintenance Vice
Presidency administrative personnel can properly carry out their functions, assuring the required environmental,
technical, physical and security conditions.
Within the administrative areas that Avianca has, the following facilities are contemplated:
In the CEO (Centro de Excelencia Operacional) are the offices for the Engineering and Maintenance Vice
Presidency as well as other Vice Presidencies. Is located at Diagonal 25G # 95A-85 Bogotá, Colombia. The
building has 6 floors and an area of 18,000 square meters.
CAV (Avianca Administrative Center) where the central administrative offices are located (financial, commercial,
human talent areas, among others) are located at Av. cll 26# 59-15, Bogotá-Colombia.
1.4.2 Transit Stations Facilities
The stations where Avianca´s aircraft operates are considered transit stations and have access to updated,
applicable and effective technical documentation and all the requirements of facilities and infrastructure in
accordance with the contracted scope.
Ch. 1, pg. 1.4-1

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Section 1.5: Policies and
Chapter 1: General
documents required for the
Organization
operation
1.5 POLICIES AND DOCUMENTS REQUIRED FOR THE OPERATION

Objective
To establish the policy to comply with and keep current the sections applicable to the maintenance of the Operation
Specifications approved by the competent CAAs; likewise, to determine the documents that are the responsibility
of the Operator Technical Director and that, by regulation, must be on board Avianca aircraft.
Scope
This process begins with the management of the documents required for the operation that are the responsibility
of the Operator´s Technical Director and that must be on board the aircraft and ends with the availability of these
documents.
Involved areas and responsibilities
Airworthiness and Regulatory Standards Management
• To request approval, amendment and ensure that the parts that correspond to maintenance within the
OpSpecs remain valid.
• To guarantee compliance with the OpSpecs approved or modified by the FAA.
• To request, keep current and on board the aircraft, the certificate of airworthiness and of registration of each
of the aircraft.
• To guarantee that, on all aircraft, all documents and manuals required by the CAA and that are the
responsibility of the Operator’s Technical Director are kept current and on board.
• To manage the replacement of certificates in case of loss or damage.
Maintenance Programs and Technical Publications Coordination
• Through the Technical Publications area, to guarantee access to the OpSpecs and their changes, to the staff
of the Operator’s Technical Division at the operation stations through the Content Manager
1.5.1 Operation Specifications (OpSpecs)
The OpSpecs are mandatory and are part of the AOC of Avianca. For each of the fleets, the OpSpecs contain the
authorizations, conditions, and limitations according to which each type of operation must be conducted.
The OpSpecs corresponding to the Avianca certificate include all the information required in accordance with the
format established by the CAA.
The Airworthiness and Regulatory Standards Management is responsible for the control of the applicable
maintenance sections in the OpSpecs.
For each aircraft model and in accordance with the format stipulated by the CAA, Avianca complies with the
authorizations, conditions and limitations included in the OpSpecs.
1.5.1.1 Operation Specifications amendments or modifications
Avianca may present a formal written request to the CAA for the amendment or modification of the Opspecs
following the guidelines established by this authority.
If the CAA approves the amendment, said amendment will enter into force on the date of approval once its
implementation has been coordinated.
An amendment or modification of the OpSpecs may also be initiated by the CAA.
When the CAA issues an amendment to the OpSpecs, it will enter into force in accordance with the times stipulated
by said CAA.
Ch. 1, pg. 1.5-1
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Section 1.5: Policies and
Chapter 1: General
documents required for the
Organization
operation
Avianca may request a reconsideration of a decision of the CAA regarding an amendment to the OpSpecs, in
accordance with the conditions and time established by the CAA.
1.5.1.2 Duration and return of the Operation Specifications
The OpSpecs will continue to be valid or effective, unless:

• The FAA suspends, revokes, or otherwise terminates the AOC.
• The OpSpecs are duly amended or modified.
• The FAA suspends or revokes the OpSpecs for a class of operation.
In case of ending the operations, Avianca will return the OpSpecs within the time stipulated by the CAA.
1.5.2 Certificate of Airworthiness
Avianca complies with aeronautical regulations regarding the certificate of airworthiness of each of its aircraft, it
complies with the following provisions:
• The current airworthiness certificate, issued by the FAA, is carried on board.
• The certificate of airworthiness is accompanied by a translation into English when it has been issued in another
language.
• Each aircraft is operated in accordance with the limitations or restrictions of its Certificate of Airworthiness.
The Airworthiness certificate may be suspended or cancelled in accordance with the provisions of the FAA
according to current regulations.
1.5.3 Documents and manuals that must be carried on board the aircraft
The Airworthiness and Regulatory Standards Management manages the following documents are carried on board
each of the aircraft, which are the responsibility of Operator’s Technical Director:
1. Registration Certificate **
2. Certificate of Airworthiness **
3. Aircraft radio station license. The Airworthiness and Regulatory Standards Management area only provides
support to board this document) **
4. On-board Technical Records (MLB / CLB).
5. Minimum Equipment List (MEL/NEF). (in digital format installed on the IPADS)
Note: The documents described above must be current and on board the aircraft for consultation, they must be in
physical format and may be consulted in digital format (EFB).
**In case of loss or deterioration of a certificate/document, a copy can be printed from the file in PDF format that
is available in the content manager until the Airworthiness representative manages to obtain the new
document/certificate and it is addressed. At this time, the printout of the document/certificate will be removed and
the new document/certificate will be installed on the aircraft.
If any of the documents listed above are missing, damaged or expired, the maintenance provider must contact the
operator through MCC if the aircraft is in line maintenance, or the Technical Representative, in the case of services
other than line.
The following documents must be accompanied by a translation into English, when they are issued in another
language:
• Certificate of Airworthiness.
• Certificate of registration.
• Document that certifies the homologation for noise concept.
Ch. 1, pg. 1.5-2

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Section 1.6: Aircraft
Chapter 1: General
requirements and
Organization
certification
Responsible: Airworthiness and Regulatory Standards Manager
Authority: Regulatory Standards Coordinator
1.6 AIRCRAFT REQUIREMENTS AND CERTIFICATION

Objective
To define the policies that must be complied with before the competent CAAs for the certification of airworthiness
of each aircraft of the effective Avianca fleet.
Scope
This process begins with the need to incorporate a new or used aircraft into the Avianca Operating Specifications
and ends when the applicable certificates and approved Opspecs are issued by the competent CAAs.
• To request to the Engineering and Maintenance Vice-Presidency, Operations, Fleet Legal Management,
Resource Administration area (Insurance) and Logistics and Foreign Trade Management the information
required to incorporate an aircraft before the competent CAAs.
Engineering Coordination (according to the specialty)
• To provide all the information required by the Airworthiness and Regulatory Standards Management for the
aircraft incorporation process.
• To deliver the MP, MEL, NEF and ETOPS manuals (as applicable) and all the information required by the
Airworthiness and Regulatory Standards Management for the aircraft incorporation process.
Support areas external to the Operator Technical Division
• To deliver all the information required by the Airworthiness and Regulatory Standards Management for the
incorporation process.
1.6.1 General policies
Any time that Avianca requires to incorporate an aircraft into the OpSpecs, the Airworthiness and Regulatory
Standards Management collects the documentation delivered by the involved areas and presents it to the
competent CAAs.
Avianca will not operate an aircraft unless that:
1. The operator complies with the applicable requirements established in the corresponding regulation, relative
to additional airworthiness requirements in airplanes operated for commercial air transport purposes.
2. It is equipped and has the instruments required by the Type Certificate and its amendments.
3. It is registered in the state of operation and / or of registry, carry on board the applicable and current
airworthiness certificate issued under the applicable regulations or issued by the state of registry and that
satisfies the registration and identification requirements of that state.
4. It is airworthy and meets the applicable airworthiness requirements of applicable regulations, including those
related to identification and equipment.
5. Has been certified within the transport category.
6. Has an approved type certificate issued by a contracting or recognized country, in accordance with the aviation
regulations.
7. Operates in accordance with the terms of its Airworthiness Certificate, Type Certificate and within the
limitations approved and contained in the Aircraft Manual. (AFM).
8. The operator registers a copy of the lease or charter contract with its competent CAA; and
Ch. 1, pg. 1.6-1
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Chapter 1: General
requirements and
Organization
certification
9. The Operator complies with all the requirements demanded by the applicable CAAs for its operation.
After submitting all the required documentation to the competent CAAs, the acceptance of airworthiness that
enables the aircraft to begin its operation is received as compliance with the process.
Ch. 1, pg. 1.6-2

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Chapter 1: General
requirements and
Organization
certification
1.7 UPDATING & REGISTRATION OF AIRCRAFT (EFFECTIVE FLEET, MAKE AND MODELS)
Objective
To document and keep updated the list of effective fleet, make and models in the operating specifications.
Scope
The process starts with the application for the incorporation or removal of an aircraft to the list of effective fleet,
makes, and models until the approval of the Operation Specifications by the FAA.
• To fill out and process the documents required for the acceptance of an aircraft by the FAA.
• To request to the Agent for Service the aircraft incorporation or removal so that the list of effective fleet, make,
and models is updated in the Operation Specifications
Agent for Service
• To update the FAA WebOpss and request the PMI for approval.
Flight Operations Manager

• To support before the competent CAA the Operation Specifications with the approval signature of the
Technical Operator Director and the Operations representative.
• To send a copy to the competent CAA of the approved Operation Specifications.
1.7.1 General Policies
Avianca keeps the Operation Specifications updated, through the Airworthiness and Regulatory Standards
Management thus complying with the provisions of the civil aviation regulation. In the OpSpecs is the list that
identifies the make, models, and registration of the approved effective fleet, guaranteeing that the aircraft
presented comply with the airworthiness requirements requested by the FAA.
1.7.2 Aircraft Registration (Make and Models)
The Airworthiness and Regulatory Standards Management interacts with other areas from the Operator’s
Technical Division to gather the aircraft required documents in order to send it to the FAA for its respective
acceptance and incorporation for its operation.
Avianca operates the following aircraft, as a primary operator as well as under interchange agreement, and these
are listed by registration in the Operation Specifications:
• Boeing: B787
• Airbus: A330 / A320 / A319
The aircraft mentioned above are listed in the OpSpecs – part A003; the aircraft involved in an interchange
agreement are listed in the OpSpecs – part A029 approved by the competent CAA.
Ch. 1, pg. 1.7-1

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Chapter 1: General Section 1.8: Company
Organization organization
1.8 COMPANY ORGANIZATION

Avianca has sufficient personnel according to the scale and scope of its maintenance operations that ensures that
all maintenance activities are carried out in accordance with the maintenance program, applicable regulations and
according to the policies and processes contained in the MCM. These personnel are organized by level of
administrative hierarchy and these lines of responsibility guarantee the maintenance of continuous airworthiness
and safety in the operation of the aircraft.
Senior management (according to management levels for decision making) through their positions ensure a
system for maintenance operations that includes:
• Safety and quality management in maintenance operations
• Supervision and control of maintenance activities
• Compliance with applicable regulations and standards
Avianca guarantees that management and non-management positions within the Engineering and Maintenance
Vice-Presidency that perform airworthiness control functions are held by personnel with the relevant knowledge,
skills, training and experience appropriate to the position and their authority is associated with the responsibilities
of their position and related to the "RISK MITIGATION RESPONSIBILITIES" section of the SMS manual.
In the absence of a person, the duties of the office may be delegated to another qualified person to garantee
continuity of management. However, this delegation does not relieve the office holder of his or her general
responsibilities. A notification of delegation of responsibilities must be communicated to the person in charge and
to the immediate superior by email.
Avianca, through the Airworthiness and Regulatory Standards Management, ensures the necessary training for
the personnel of the Engineering and Maintenance Vice Presidency. For more details on such training, refer to the
Training Policies Manual (MPE).
The responsibilities of the positions mentioned below correspond to the representatives of the areas; The
description of the functions of the positions not mentioned in this section, is available on Avianca's Human
Resources platform.
1.8.1 General organization chart
The general organizational chart of Avianca can be consulted at the Human Resources platform.
Ch. 1, pg. 1.8-1

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1.8.2 Engineering and Maintenance Vice-Presidecy organizational chart
Engineering and
Maintenance Vice-
President
Operator Technical MCC & Technical Quality Assurance Operacional Safety

Logistic Support Areas
Director Control Director (QA AW) (SMS)
Airworthiness and Technical

CASS &Reliability
Planning Manager Regulatory Standards Engineering Manager Representation MCC Manager
Coordinator
Management Coordinator
Maintenance
Short-Term
Regulatory Standards Programs and Coordinator MCC
Maintenance Planning
Coordinator Technical Publications
Coordinator
Coordinator
Long Term
Training and Records Systems Engineering Fleet Coordinator
Maintenance Planning
Coordinator Coordinator MCC
Coordinator
Structures
FAA Quality Manager Engineering
Coordinator
Powerplant
Engineering
Coordinator
Functional Report
Interiors Engineering
Coordinator Operational Report
Cabin Maintenance
Coordinator
The responsibilities of the positions mentioned in this section correspond to the representatives of the areas; the
description of the positions not mentioned is available on the Avianca Human Talent platform.
1.8.3 General responsibilities
The following are the general responsibilities to be fulfilled by the staff of the Engineering and Maintenance Vice-
Presidency.
1.8.3.1 General Staff (applicable to all positions)
1. To Comply with applicable regulations and standards, as well as this manual guidelines and the company’s
policies.
2. To establish and maintain adequate communication channels with the different areas of the operator in real
time.
3. To comply with the safety, occupational health and environmental plans and programs established by the
organization.
4. To know and participate in emergency plans.
5. To comply with the assigned trainings and qualifications.
6. To report timely situations (illegal acts and unsafe conditions) that may generate events or comprehensive
security or environmental contingencies that put the operation at risk.
7. To notify events, deviations to relevant processes and issues, to the immediate boss.
Ch. 1, pg. 1.8-2

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8. To observe trends and opportunities in the industry that can generate a benefit for the fulfilment of the
organization's goals.
9. To make risk tolerability decisions against airworthiness according to their hierarchical level and
responsibilities stipulated in this manual within the Engineering and Maintenance Vice-Presidency.
1.8.3.2 Responsibilities for positions with personnel assigned
1. To ensure the correct implementation and compliance with the policies and procedures specified in this
manual.
2. To ensure the correct implementation and compliance with company policies for the efficient development of
activities, policies, standards and procedures of Operational Safety, Industrial Safety, Occupational Health,
Quality and Environment.
3. To ensure compliance with the responsibilities of its personnel in charge, to keep the Air Operation Certificate
(AOC) in force, thus guaranteeing the safety and continued airworthiness of the aircraft.
4. To ensure that the personnel who will carry out the functions of their area comply with the profile defined for
the position.
5. To in case of absence, delegate a qualified person to fulfill their functions. This delegation does not exempt
her from the responsibilities of her position and will have to be notified in writing.
6. In the absence of a person under this position´s authority, ensure the continuous fulfillment of the functions,
through the personnel available in this area.
7. To ensure the availability of its personnel to provide timely support to the areas of the operator that require it.
8. To guarantee that the personnel under their charge are permanently trained to carry out the assigned work,
ensuring that they have training in policies, technical and specialized training, as well as on-the-job training
(OJT), which are applicable to them as described in the MPE.
9. To manage the human resources under their care, aiming for their development and the alignment of their
management with the organizational objectives.
10. To attend the external and internal audits, ensuring the implementation of corrective and preventive actions to
close the findings generated in the control processes.
11. To make the annual budget for this area, optimizing expenses and ensuring its correct execution.
12. To ensure compliance with the contracts / SLA’s under this position´s authority.
13. To ensure that the processes and procedures in this area are implemented and current.
14. To periodically verify the behaviour of the established indicators in order to propose the necessary adjustments
to the process to improve the result of the indicator.
1.8.4 Engineering and Maintenance Vice President
The Engineering and Maintenance reports Vice President to the COO of Avianca in case of prolonged absence,
his functions will be assumed by a director under his charge.
Responsibilities
1. To represent Avianca in matters related to the Engineering and Maintenance Vice-Presidency with official
organisations and is the direct contact with the authorities.
2. To define the operational budget of the Engineering and Maintenance Vice-Presidency to meet strategic and
financial objectives in order to manage airworthiness, safety and risk management activities in aircraft
operations.
3. To guarantee that all continuing airworthiness management and maintenance activities are performed to the
required level of Operational Safety.
4. To manage safety risks in maintenance operations.
5. To guarantee that the operations are carried out in accordance with the conditions and restrictions of the Air
Operator Certificate (AOC) and in accordance with the applicable regulations and standards for Avianca.
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6. To define and stablish in cooperation with those responsible for the different areas, actions for the continuous
improvement of the company's management system, guaranteeing that staff at all levels comply with the
regulatory requirements and internal standards established by Avianca.
7. To control the issuance of procedures, policies, standards, manuals and other documents in order to comply
with all activities related to continuing airworthiness processes in accordance with applicable regulations.
8. To monitor, through the managers in charge, the activities of the Engineering and Maintenance Vice-
Presidency to verify compliance with applicable policies and regulations, as well as any additional
requirements established by Avianca.
The duties and responsibilities of the Engineering and Maintenance Vice Presidency executive staff (according to
the decision-making management levels) are found in the subsequent sections of this manual according to each
position. These lines of responsibility guarantee that operations are carried out in accordance with the rules and
standards applicable to Avianca, for the continuous airworthiness and safety of aircraft operations.
1.8.5 Operator’s Technical Director
The Operator´s Technical Director is accountable to the Engineering and Maintenance Vice President; this position
guarantees that maintenance and maintenance control activities on Avianca aircraft are carried out safely and
efficiently to guarantee continued airworthiness, complying with the applicable regulations issued by the civil
aviation authorities of the state of operation and the state of registry, as well as the safety standards of the aviation
industry. In the event of absence, these duties can be performed by a designated manager of the areas under the
director´s authority.
Responsibilities
1. To guarantee compliance with applicable regulations and standards, as well as the policies of this manual and
of the company
2. To represent Avianca before the CAAs in subjects related to maintenance and aviation regulations as well as
to represent the airline before maintenance providers and in internal committees as required.
3. To keep updated the air operator certification and the operation specifications as applicable to maintenance,
before the CAAs.
4. To monitor and guarantee the proper handling of the technical records of aircraft / engines / components, their
protection and availability for inspection as required and demonstrate the continuous airworthiness and safety
of Avianca 's aircraft.
5. To guarantee compliance with existing Contracts and SLA’s with the Engineering and Maintenance Vice
Presidency, in order to meet technical, logistical and regulatory requirements.
6. To guarantee control of the maintenance of Avianca 's aircraft.
7. To guarantee continued airworthiness for Avianca aircraft
8. To maintain control of the responsibilities of each of the management areas under his/her responsibility.
9. To guarantee budget control, allocation and optimisation of the necessary resources in accordance with the
needs and demands of the operation, to manage activities related to airworthiness, safety and risk
management activities in aircraft operations related to the scope of the Operator´s Technical Division.
1.8.5.1 Airworthiness and Regulatory Standards Manager

The Airworthiness and Regulatory Standards Manager is directly accountable to the Operator´s Technical Director
and is the liaison between Avianca and the competent CAAs. Guarantees compliance with the applicable
regulatory standards for aircraft, engines and components, and their continued airworthiness. In addition, is
responsible for the administration and maintenance of regulatory manuals (MCM y FM), the standardization of
regulatory processes and provides support to the areas of the Engineering and Maintenance Vice-Presidency for
the implementation of applicable regulations; he is also responsible for the definition, control and management of
the Training Program of this Vice-Presidency. In case of absence, these duties shall be assumed by a designated
coordinator under its authority.
Ch. 1, pg. 1.8-4
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Responsibilities
1. To be the representative of Avianca before the authorities in everything related to the management of
continued airworthiness.
2. To guarantee that the aircraft, engines, and components of the Avianca’s fleet comply with the conditions of
continued airworthiness and safety required by the competent CAAs.
3. To contribute to airworthiness management by working together with the quality system areas, establishing
procedures or policies, and complying with the regulations established by the competent CAA.
4. To verify that there is a contract between the maintenance service providers and Avianca where the
requirements that must be met and executed to guarantee the airworthiness of the aircraft, engines and
components are established.
5. To verify correct compliance with the aircraft maintenance program.
6. To carry out the respective steps with the competent CAAs for the approval/acceptance of the following
regulated manuals:
• Maintenance Control Manual.
• Forms Manual
• Maintenance Programs
• MEL and NEF.
• OIP
• SNPM
• ETOPS
• ANSP
• MPE
7. To establish control mechanisms to verify correct compliance with the AD that apply to the operator's aircraft,
engines, and components.
8. To determine the RII policies
9. To notify the approved MEL/CDL extensions to the competent CAAs.
10. To approve requests for document extensions of the Maintenance program and notify to the competent CAAs.
11. To guarantee that maintenance related parts of the Operating Specifications are up to date and current for the
performance of maintenance activities to meet the ratings and limitations approved by the authority.
12. To manage the special flight authorization process before the applicable authorities.
13. To sign the following documents (not limited to this list) previously signed by the preparer, applicable to aircraft,
engines and components:
• Non Incident Statement.
• Statements required by contracts or by CAA, as applicable.
• Malfunction reports.
• Airworthiness condition reports, when requested by the CAA.
• Airworthiness certification.
• Special Flight Permit.
14. To issue an authorization to carry out the maintenance actions required to return the aircraft to service when
it is in a station not approved by the competent CAA
15. To report to the Technical Director Operator any serious anomalies found during the review of technical
records.
1.8.5.1.1 Regulatory Standards Coordinator

The Regulatory Standards Coordinator, is directly accountable to the Airworthiness and Regulatory Standards
Manager. In case of absence, these duties shall be assumed by a competent person from this area.
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Responsibilities
1. To review and give a favorable opinion to the revisions of the following regulated manuals prior to the approval
of the Airworthiness and Regulatory Standards Manager and subsequent presentation before the competent
CAAs:
• Maintenance Control Manual.
• Forms Manual
• Maintenance Programs
• MEL and NEF.
• OIP
• SNPM
• ETOPS
• ANSP
• MPE
2. To determine policies that comply with the required airworthiness standards for the handling of parts to be
installed on aircraft.
3. To validate and confirm, against evidence, that the information supporting and documenting the deferral
extensions (MEL/CDL/NEF/HIL) is true and correct.
4. To validate and confirm, against evidence, that the information supporting and documenting the requests
for extensions of maintenance program, documents is true and correct.
5. To define the policies for the issuance of the RTS in accordance with applicable regulations.
6. To define the policies for RII inspections.
7. To establish procedures to keep controlled, current and available in the aircraft cabin the documentation
required by the authority and under the responsibility of the Operator´s Technical Division.
8. To support the process of incorporation and return of aircraft, in relation to the processing before the
respective authorities of the documents required for the operation of the aircraft.
9. To present the aircraft to carry out the exchange process, under the requirements of the competent CAA,
according to the scope of the Operator´s Technical Division.
10. To prepare, manage and submit airworthiness and aircraft malfunction reports to the competent CAA in
compliance with the regulations.
11. To submit reliability reports to the competent CAA.
12. To manage the ageing inspection and records review process (as applicable) with the appropriate CAA.
13. To maintain updated the qualifications of the technical personnel of the contracted maintenance providers
in the maintenance software after notification from the Avianca Technical Training area to ensure that they
can perform maintenance on their aircraft.
14. To analyse monthly the changes made to the regulations and quality standards, applicable to the
Engineering and Maintenance Vice-Presidency, to then notify the owners of the processes and ensure the
revision of the regulatory manuals or implementation of changes, as required.
15. To provide support to the areas of the Engineering and Maintenance Vice Presidency in the implementation
of non-regulatory quality standards defined by the organisation.
16. To be responsible to the FAA for the management of the Maintenance Control Manual (MCM),
standardisation of regulatory processes, contact and management with authorities.
17. To monitor the control of the issuance of Biweekly's lists of ADs issued by different authorities, to verify that
all detected ADs are created in the maintenance software, have their due control and correct compliance.
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1.8.5.1.2 Training and Records Coordinator

Training and Records Coordinator reports directly to the Airworthiness and Regulatory Standards Management
Manager in his absence, his functions will be assumed by a competent person from his area.
Responsibilities
1. To properly manage the technical records of the aircraft and its components, develop and implement
processes to ensure the availability, organization, good management and improvement continuous
management of the technical records of the aircraft and all its components in order to help to ensure the
airworthiness and safety of aircraft.
2. To guarantee that all technical records under its responsibility are kept up to date, organised, complete and
available for inspection for the period of time required by company policy and by the relevant CAAs.
3. To elaborate and develop processes in the area of Technical Records to ensure the quality of the technical
documents provided.
4. To audit, as a final filter, that technical records are completed in accordance with regulatory requirements and
Avianca's internal procedures.
5. To guarantee the transfer of aircraft records that are returned due to sale or change of operator.
6. To properly store documents received with aircraft and engines purchased or leased by Avianca.
7. To define, manage and document the Training Program process in relation to the requirements demanded by
the competent CAAs for each of Avianca 's personnel positions and contracted maintenance providers.
8. To carry out the approval process before the competent CAAs of the Avianca Training Program, making the
respective changes whenever necessary in order to maintain the requirements of the competent CAAs in
force.
1.8.5.1.3 FAA Quality Manager
FAA Quality Manager reports to the Operator´s Quality Manager and ensures that maintenance and maintenance
control activities on Avianca aircrafts flying to North America, are carried out in a safely and efficient manner,
complying with civil aviation regulations of the state of operator and registry, as well as the safety standards of the
aeronautical industry. In case of absence, this position duties will be assigned to the Operator´s Quality Manager.
Responsibilities:
1. To represent Avianca as FAA Agent for service in technical maintenance and regulatory aspects, and with
contracted maintenance providers and internal committees as required.
2. To guarantee the compliance of the applicable regulations and standards, during the Avianca’s aircraft
operation in North America.
3. To monitor and ensure the proper handling of Aircraft / Engines / Components technical records, their
protection and availability for inspection, as required.
4. To verify the maintenance control of the aircrafts through the MCC manager.
5. To provide support to the Technical Supply area, MCC manager and Technical Representative during the
evaluation, negotiation and implementation of new contracts with maintenance providers, in the aspects
related to the scope of maintenance and the clauses of the services to be contracted.
6. To manage and follow up of the Avianca’s aircraft maintenance contracts in North America, in order to ensure
the execution and fulfillment of the conditions, terms and specifications thereof.
7. To ensure that the maintenance tasks are carried out in accordance with maintenance provider’s operations
specifications and capabilities.
8. To maintain straightforward communication with maintenance providers in order to ensure that the contracts
are in compliance with safety and quality standards.
9. To manage the internal audit findings issued to the maintenance provider in the contracted stations.
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1.8.5.2 Technical Representatives Coordinator

The Technical Representation Coordinator accountable to the Operator´s Technical Director and is responsible
for ensuring the continued airworthiness and safety of Avianca aircraft undergoing non-line aeronautical
maintenance services at any repair station contracted by Avianca. In his absence, his functions will be assumed
by a competent person in his area.
Responsibilities
1. To maintain an adequate coordination between Avianca support areas and the technical personnel of the
contracted maintenance provider in order to ensure budget control of the services, the time on ground
allocated for these and the quality of the execution of the works carried out by the contracted maintenance
provider.
2. To guarantee that the aircraft, engines and components of Avianca fleet comply with the conditions of
continued airworthiness and safety required by the competent CAA.
3. To support the Technical Supply area during the process of evaluation and selection of contracted
maintenance providers and review of terms and conditions to be included in the contract for maintenance
services other than line maintenance.
4. To represent Avianca with contracted maintenance providers different from line maintenance, verifying that
the fulfillment of the services is in accordance with the work scope determined and scheduled by Avianca’s
Planning area.
5. To guarantee the year’s budget execution for contracted maintenance services different from line maintenance
thereby optimizing costs at a maximum in terms of man hours spent and materials consumed.
6. To support the Logistics and Foreign Trade area with the issue of temporary import aircraft invoices, if
applicable.
7. To provide logistical support on Avianca’s transfer flights to and from the location of the contracted
maintenance provider as required.
8. To verify that contracts with maintenance providers for services different from line maintenance are fulfilled in
accordance with the provisions of their terms and conditions.
9. To ensure that the maintenance providers personnel which performs works is current on Avianca authorized
personnel lists.
10. To serve as a focal point for communications between Avianca and the contracted maintenance provider
during the execution of the services in case of any need.
11. To randomly verify the execution of scheduled jobs to ensure that the policies and procedures in this manual
are met.
12. To authorize the incorporation into the service’s work packages of each additional work scheduled by the
Planning area and approve the man hours and materials to be used to carry out these works.
13. To authorize each non-routine card generated from the inspections carried out by the contracted maintenance
provider in terms of man hours spent and materials consumed, before scheduling them.
14. To monitor the scheduling and execution of non-routine work detected during inspections and / or tests of the
agreed works and check that they are duly completed by the supplier of maintenance contracted different from
the line prior to the closing of the service.
15. To verify and accept the removal of scheduled jobs that will be extended or postponed after validation with
Avianca Planning area.
16. To manage with contracted maintenance providers, that do not have access to the maintenance software, that
the progress of the work package is periodically and digitally delivered to Avianca Planning area for its due
entry and update into the system.
17. To verify critical routes and milestones together with the contracted maintenance provider to strictly monitor
the progress of the service according to the agreed terms of turnaround.
18. To verify the execution of works in the cabin interior during maintenance services different from line
maintenance, to minimize the discrepancies that may affect Avianca customers and thus maintain the cabin
quality standard.
Ch. 1, pg. 1.8-8
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19. To document and manage the solution of possible inconsistencies or breaches that may arise during the
execution of services, reporting them to Avianca, as appropriate.
20. To notify the Operator´s Quality area when there is a condition of failure, malfunction, or defect of a component
and / or aircraft, as required.
21. When the supplier does not have access to Avianca maintenance software, act as the focal point to attend to
requests related to structural damages and / or repairs. For this, maintain direct communication with Avianca
support teams, as necessary.
22. To inform the Operator´s Quality area about the performance of a major repair on the aircraft during a
maintenance service different from line maintenance.
23. To manage the timely delivery of Avianca aircraft’s weight and balance reports issued by the contracted
maintenance provider different from line maintenance to the specialist engineers for the proper validation of
the calculations.
24. To transmit all communications to the areas that are involved with the installation of aeronautical products that
are not available in "stock” for an aircraft during a maintenance event different from line maintenance, but that
can be removed from another aircraft in AOG condition or that is in a maintenance service.
25. To detect, document and manage non-conforming events induced to the aircraft by the contracted
maintenance provider by supporting the issuance of Operational Safety Reports (IROs) and ensure the timely
corrective actions.
26. To detect, document and manage with the SMS area the defects arose from the aircraft normal operation and
that are raised during the execution of the service for the consequent issue of Operational Safety reports
(IROs) and their timely correction, if necessary.
27. To provide relevant information to the contracted maintenance provider, regarding mandatory non-technical
instructions, such as the conditions required by the authority that approves a Special Flight Permit "SFP" in
accordance with the operator's policy, in order to ensure that the contracted maintenance provider complies
with the applicable required actions.
28. To coordinate with the MCC area the updating and monitoring of generated tasks related to deferred reports,
as well as the communication of items that were closed or opened during the service.
29. To guarantee that at the end of a service the aircraft is in airworthy condition and complying with the required
quality standards, through the physical inspection of the aircraft, which includes but is not limited to: closing of
accesses, check of oil levels, hydraulic, fuel, oxygen and nitrogen, messages in the aircraft monitoring system,
cabin interior condition, entertainment system functionality, emergency doors and exits, emergency
equipment, cargo compartments, landing gears, fuselage, flight controls, nacelles and engines .
30. To ensure that the contracted maintenance provider delivers a duly signed RTS certificate after the completion
of the maintenance services different from line maintenance.
31. To negotiate with the contracted maintenance provider, in terms of time and costs, the delays or adjustments
to the turnaround time of the services in accordance with the established responsibilities as specified in the
contract / SLA.
32. To promptly notify Avianca of changes in aircraft delivery times from maintenance services other than line
maintenance, if applicable.
33. To generate and document claims for non-compliances identified during the execution of the aeronautical
maintenance service other than the line and/or damage caused to the aircraft detected post-service
34. To ensure that the technical records of the service are sent to Avianca Technical Records office by monitoring
the shipments made by the contracted maintenance provider.
35. To carry out a cost analysis through the review and approval of invoices or cost reports for each service,
including man hours used and materials consumed. All this, by verifying that the commercial conditions agreed
in the contract have been fulfilled, including discounts and / or special concessions.
36. To comply with the approval flow of invoices of the contracted maintenance services different from line
maintenance and its subsequent registration with the accounting areas of the company.
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37. To manage with the financial areas the authorization and execution of advance payments or payment plans
for aeronautical maintenance services different from line maintenance according to the terms and conditions
of the contracts.
38. To provide support to Avianca for the investigation and closure of findings raised by the QA AW area from
audits carried out to the contracted maintenance provider different from line maintenance and assigned to
Avianca.
39. To support the Insurance Claims area by managing the pertinent documentation for cases where there are
opportunities to recover money through claims for damages induced to aircraft.
40. To support the Fleet Technical Management area in the process of incorporation and return of Avianca aircraft
by complying with the schedules proposed by the company, with respect to the compliance of the services for
incorporation or return of aircraft with contracted maintenance providers to guarantee aircraft can operate or
be returned on time.
1.8.5.3 CASS and Reliability Coordinator

The CASS & Reliability Coordinator is accountable to the Operator´s Technical Director. In the event of absence,
these duties are assumed by an engineer from this area.
Responsibilities
1. To execute the Reliability program for Avianca ensuring compliance with optimization tasks of the maintenance
program.
2. To collect the data required to define which reports are periodic and establish trends. With this information,
analyse and provide support to support time extensions of the maintenance cards and / or modifications to the
maintenance program.
3. To conduct detailed statistical analyses required by the Reliability program
4. To conclude preliminary investigations, as required, to verify negative trends and / or alerts.
5. To alert the MCC management and Engineering areas when an adverse trend is detected: high removal of
components, early removal of components, repetitive removal of components, continuous reports or
generation of alerts by system, aircraft or fleet from repetitive reports of pilots, aircraft maintenance and / or
preventive software (ex: Airman for Airbus, etc.).
6. To investigate and analyze the causes of delays and technical cancellations
7. To gather and promulgate in the meetings of the Reliability committee the information on the technical
problems of the aeronautical industry, for all the types of aircraft operated by Avianca.
8. To write, issue and distribute the monthly Reliability Report to the Airworthiness and Regulatory Standards
Management to be presented to the CAA of the state of operation and, if required, the summary of operational
interruptions to the CAA of the state of registration.
9. To write reliability reports for the manufacturer, the operator and the lessor in the cases of fleet return.
10. To maintain digital records of corrective actions taken as a result of the decisions originated in the Reliability
committees.
11. To prepare and coordinate the meetings of the Reliability Control Board, filing the minutes of said committee
in a digital medium, and permanently monitoring the corrective actions recommended by the Reliability
Committee.
12. To provide support and technical information to the Head of Quality Control, so that this area can make the
respective reports of failure or malfunction, difficulties in service to the CAA; such as In Flight Shut Down
(IFSD), Air turn backs (ATB), In-flight diversions (IFD), In-flight diversions (IFD), aborted take-offs (ato), etc.
13. To define the policies for the development of continuous monitoring, analysis and follow-up of the efficiency
and execution of maintenance program.
14. To continuously monitor compliance with preventive and corrective actions of CASS analysis.
15. To maintain the CASS indicator updated, in order to facilitate the control of the non-conformities found in the
processes of the contracted service providers.
Ch. 1, pg. 1.8-10
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16. To provide support to ensure compliance with the policy and objectives of the corporate SMS together with
the other areas of the company by developing methods to ensure the correct information capture system and
a system of evaluation, analysis and mitigation of risks related to maintenance operations and findings of non-
conformities in the execution of maintenance program, proposing from the CASS the improvement processes
and monitoring their implementation to ensure compliance with regulations and internal policies of the
company.
17. To accompany process leaders in the definition of corrective actions to improve the performance and efficiency
of maintenance program based on risk mitigation.
18. To provide relevant information to support improvements to the internal evaluation program.
19. To coordinate the monitoring, implementation and follow-up of proposed actions for process improvement.
20. To conduct and conclude investigations of operational events of technical origin.
21. To document and consolidate the evidence supporting the modifications to the maintenance program resulting
from the analysis of the efficiency and performance of the program.
22. To follow up the implementation of corrective actions defined in the CASS committees and keep an updated
record of the minutes and the progress of each corrective action.
23. To periodically evaluate the efficiency of the CASS and make changes or adjustments as required.
24. To lead the monthly CASS committee, to show senior management the analysis of the performance and
performance of the maintenance program.
1.8.5.4 Engineering Manager
The Engineering Manager is accountable to the Operator´s Technical Director and provides support in accordance
with the operator's needs to maintain the continued airworthiness of Avianca's fleet in accordance with
manufacturer standards and regulatory requirements. In the event of absence, his functions will be assumed by a
coordinator of this management.
Responsibilities
1. To guarantee that the aircraft, engines and components of Avianca's fleet comply with the continuous
airworthiness and safety conditions required by the competent CAAs.
2. To notify the Operator´s Technical Director when deficiencies arise that require his attention with respect to
the acceptance of the standards required by Avianca.
3. To provide engineering support to other areas when required.
4. To technically evaluate contracts with other companies to perform maintenance on Avianca´s aircraft or
components.
5. To provide the necessary support and technical advice to guarantee that all engineering procedures are
carried out in accordance with the requirements of the competent CAAs.
6. To guarantee compliance with internal and CAAs requirements in the handling and control of technical
documentation.
7. To provide support during the reception of aircraft entering the company.
The functions of engineering described below may be performed by Avianca´s personnel or may be contracted in
accordance with the provisions of the ANEXO A del CONTRATO DE SOPORTE DE ACTIVIDADES
ADMINISTRATIVAS DE INGENIERIA & MANTENIMIENTO.
1.8.5.4.1 General Responsibilities for the area of engineering
The following responsibilities apply to all coordinations from the Engineering area and must be understood under
the speciality of each area:
1. Airworthiness Directives (ADs) for aircraft, engines and components issued by the applicable authorities:
• To determine the applicability of the DPs.
• To analyse and evaluate the implementation of actions required for compliance and enforcement.
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• To generate compliance statuses from the maintenance software when required, ensuring that they are
permanently updated.
2. To analyse non-mandatory Service Bulletins and Service Letters of a free nature, as well as documents of
high recommendation by the manufacturer and documents associated with systems with greater affectation
from the point of view of reliability; once each document to be incorporated is analyzed and defined, it must
be notified to the operator in order to obtain its acceptance, to carry it out by means of an Engineering
document and finally, to report the compliance of the service bulletin to the manufacturer.
• To analyse manufacturer's documents for implementation (where applicable), optimising company
resources and seeking improvements in aircraft, engine and component reliability.
• According to operational need, to establish strategies to analyse and justify the benefits of implementing
non-mandatory and manufacturer recommended documents, for subsequent acceptance by the
Operator´s Technical Director prior to implementation.
• To monitor and analyse actions resulting from compliance with implemented technical documents.
• To generate compliance status of documents incorporated from the maintenance software when required,
ensuring that they are permanently updated.
• To report to the manufacturer the incorporation of the documents that require it.
• Prior to the incorporation of a document, to define the materials, equipment, tools and man hours required
for its implementation, ensuring that they are created in the maintenance software.
3. Technical Support:
• To promote strategies to provide adequate support for maintenance work arising from the operation,
internal Avianca´s requirements or changes in applicable regulations duly requested by the Operator,
when required.
• To develop general strategies to achieve the objectives and goals, as well as to fulfil projects proposed by
the Engineering Management, guaranteeing the integrity of the systems from the technical and economic
point of view and participating in the maintenance of the continued airworthiness.
• To maintain continuous contact with suppliers and aircraft manufacturers, in search of new technologies,
consultations, modifications and more suitable products to ensure normal operation with high levels of
safety and reliability.
• To provide technical support for warranty requirements with manufacturers and/or suppliers.
• To maintain communication with aircraft, engine, component manufacturers, repair shops and generate
performance reports, defects in operation (if any) in order to obtain advice or improvements to equipment.
• To investigate and support the implementation of technological efficiencies and environmentally friendly
processes for the operation of Avianca´s aircraft.
• To develop research or engineering studies as required by the operation and the organisation.
• To provide technical assistance to the Engineering and Maintenance Vice-Presidency by answering
technical queries to Engineering with routine priority, i.e. non AOG to guarantee operability and safety in
the operator's aircraft systems.
4. Components:
• To guarantee the correct creation of P/Ns and interchangeability in the maintenance software.
• To technically validate the requirements of P/Ns PMAs.
• To approve and review the initial loading of life controlled components into the maintenance software prior
to the commencement of aircraft operation.
• To efficiently lead the component control process and its structure within the maintenance software.
5. Fleet Incorporation /Return:
• To provide support during the reception and return of aircraft that are part of the company.
• To evaluate the technical documents for the incorporation of new aircraft (AIR/ARL).
• To enter technical information into the maintenance software for the incorporation of aircraft to Avianca.
• To issue recommendations to implement documents focused on improving the reliability and safety of
aircraft in the process of incorporation.
Ch. 1, pg. 1.8-12
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• To provide support to the Fleet Technical Management area on issues related to the configuration of the
aircraft operated by the company.
6. Contracts
To provide support to Avianca to ensure that repairs carried out on aircraft comply with the requirements
specified in the leases and/or deviations approved by the organisation
1.8.1.1.1. Maintenance Programms and Technical Publications Coordinator
The Maintenance Programms and Technical Publications Coordinator is accountable to the Engineering Manager.
In case of absence, his responsibilities will be assumed by an Engineer from his area.
Responsibilities
1. To analyse, develop and keep updated the MPs maintenance program and their supplements applicable to
each Avianca´s fleet, based on the AACs and manufacturers' manuals (MPD/MRB/ALS/AW) including the
recommendations of the Reliability Committee of the different Avianca fleets.
2. To analyse and keep all service cards up to date, incorporating their intervals, initialisations, materials, tools
and man hours in the maintenance software.
3. To analyse and review the updates of cards and work templates in the maintenance software and issue lists
of materials and tools required by check for each fleet, in accordance with the revision of the maintenance
program.
4. To develop and keep updated the MEL and NEF manuals based on the AACs and manufacturers' manuals,
including the recommendations of the reliability committee of the different Avianca fleets.
5. To provide support to the Airworthiness and Regulatory Standards Manager before the FAA and other
competent CAAs in the support of maintenance programs, their supplements and MEL and NEF manuals.
6. To provide technical support to the Engineering and Maintenance Vice-Presidency personnel regarding the
maintenance program, service cards, MEL and NEF.
7. To receive, distribute and incorporate in the maintenance software the ADs of aircraft, engine and
components applicable to Avianca.
8. To control the Biweeklies (BW) generated by the AACs applicable to Avianca.
9. To ensure the control, availability, updating and distribution of updated technical and regulatory
documentation to all operating stations, maintenance providers, applicable CAAs and the Engineering and
Maintenance Vice-Presidency through the Technical Publications area.
10. To maintain permanent contact with aircraft, engine and component manufacturers to verify the revision status
of the documentation.
11. To provide support to users regarding issues related to technical documentation and ensure its updated
availability.
12. To arrange for a backup of all documents controlled by the Technical Publications area.
13. To guarantee the creation of reference trees for life-controlled components in the maintenance software.
1.8.5.4.2 Structures Engineering Coordinator

The Structural Engineering Coordinator is accountable to the Engineering Manager. In the event of absence, these
functions will be assumed by an Engineer from his area.
Responsibilities
1. To develop processes and procedures to keep the maintenance software up to date with the registration and
control of damage and structural repairs of each of Avianca's aircraft and their components.
2. To develop processes for the management of repairs to Avianca's aircraft and components.
3. To develop and keep the "Operator Implementation Plan" updated in order to control repairs and structural
alterations that may affect the Fatigue Critical Structure (FCS).
4. To analyse reports related to increased levels of corrosion and fatigue to recommend preventive and corrective
actions required.
Ch. 1, pg. 1.8-13
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5. To analyse and approve structural repairs to components that are sent to off-site workshops.
6. To inform MCC in case of any operational restriction of an aircraft as a consequence of the scheduled
implementation of a structural repair.
7. To provide support to MCC or the Technical Representatives area (as applicable) to answer queries made by
the contracted maintenance provider's personnel in the interpretation of manufacturer's drawings, structural
repairs, manuals, interchangeability, engineering documents, etc., for aircraft that after a major structural
incident require the incorporation of a major repair and that the maintenance provider does not have the
engineering service.
8. When required, to provide on-site support for the execution of critical steps during the incorporation of major
structural repairs or modifications.
9. To manage the implementation of permanent structural repairs for damage outside the aircraft or component
manual coverage.
1.8.5.4.3 Power Plant Engineering Coordination

Power Plant Engineering Coordinator reports to the Engineering Manager in case of absence, his responsibilities
will be assumed by an engineer from his area.
Responsibilities
1. To plan and coordinate scheduled maintenance and shop visits for engines and APUs. (Forecast or engines
removal)
2. To analyze faults and deficiencies in engines and their components to recommend corrective and preventive
actions.
3. To provide support for the implementation of maintenance actions when required and provide on-site support
for the engineering documents accomplishment and troubleshooting.
4. To manage the Engine Condition Monitoring (EHM) program for the company's engines.
5. To technically evaluate the contracts with other companies which perform maintenance of engines, APUs or
their components.
6. To issue the work scope for the engines going to external shops.
7. To follow-up the repair of the engine / APU in the workshop, verifying that the repairs carried out by other
companies comply with the agreements specified in the contracts.
8. To keep updated the engine and APU records and AD’s statuses in the maintenance software.
9. To initialize engines and APU including their Life Limited parts (LLPs) in the maintenance software before
starting their operation.
10. To know and provide support to the accomplishment of the approved maintenance program in those tasks
related to the fleet engines.
1.8.5.4.4 Systems Engineering Coordination

Systems Engineering Coordinator reports to the Engineering Manager in case of absence, his responsibilities will
be assumed by an Engineer from his area.
Responsibilities
1. To update the special operations manual (Special Navigation Procedures - CAT II/III Maintenance Policy
Manual, RVSM, PBN, MNPS) and provide support for its presentation and submission to the authorities,
interacting with the areas of Airworthiness and Regulatory Standards Management and Flight Operations.
2. To efficiently lead the engineering procedures and processes under his/her responsibility, such as:
• Procedure for reading CVR (Cockpit Voice Recorders) and FDR (Flight Data Recorders).
• Handling of documentation for major alterations to the systems of the Systems Engineering Coordination.
• Updating of navigation and terrain databases EGPWS (Enhanced Ground Proximity Warning System).
Ch. 1, pg. 1.8-14
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• Handling of PCMCIA (Personal Computer Memory Card International Association) and CF (Compact
Flash Memory Card) cards for FOQA (Flight operational quality assurance).
• Registration of ELTs (Emergency Locator Transmitters).
• ELA (Electric Load Analysis) control
3. To approve and analyse the weight and balance control program for aircraft operated by Avianca.
4. To plan and coordinate scheduled maintenance visits to Avianca's landing gear workshop (landing gear
staggering).
5. To develop the landing gear budget based on the workshop visit schedule.
1.8.5.4.5 Interiors Engineering Coordination
Interior Engineering Coordinator reports to the Engineering Manager in case of absence, his functions will be
delegated to an engineer in his area.
Responsibilities
1. To develop and control tasks in your area that allow you to analyse, plan and issue documents relevant to the
incorporation of modifications or alterations, minor and major, related to Interiors and IFE, including aspects
of interior configuration and exterior painting in the Avianca aircraft fleet, in order to ensure the airworthiness
condition and in compliance with current aeronautical regulations.
2. To support the definition and updating of the Emergency Equipment Diagram (EED) per aircraft, as well as
the lists and procedures for the contents of the emergency equipment on board, according to the applicable
regulations.
3. To maintain airworthiness standards related to passenger safety through LOPA and flammability standards;
HIC; 16 G, disabled travellers and in-flight entertainment and connectivity services.
4. To provide engineering support in the development of service contracts (fumigation, painting, interior and
exterior cleaning).
5. To participate in the Cabin Reliability and IFE System (CCB) committees applicable to Avianca.
6. To provide technical engineering assistance to support campaigns in advertising or branding areas, make any
changes or respond to maintenance queries on issues related to image, comfort, cosmetics or items
associated with documents that support the reliability and operation of Interior and IFE systems.
7. To support the reception and return of Avianca aircraft on issues related to interior configuration, flammability,
image design and painting (interior and exterior) of the same.
1.8.5.4.5.1 Cabin Management Coordination
The Cabin Management Coordinator is accountable to the Interior Engineering Coordinator. This position is
responsible for ensuring the quality standard of Avianca aircraft cabins in terms of functionality, comfort and image
through technical support and permanent control of maintenance and other services contracted for this purpose.
In the event of absence, these functions will be assumed by a competent person in this area.
Responsibilities
1. To define, design, document and update the processes and procedures associated with the activities carried
out in the area, in full compliance with the organisation's policies, in order to optimise the resources of all the
processes that interact with each other in relation to Avianca's cabins.
2. To design and implement indicators of the process and products delivered by other areas in accordance with
the internal procedures of the area and policies of the operator.
3. To follow up the established indicators and notify those responsible designated by the operator in accordance
with internal processes, when the results do not reach the expected goals or when a negative trend of
compliance is identified.
4. To generate a complaint request to contracted maintenance providers or support areas in situations that
impact the safety and quality of Avianca cabins as a result of maintenance work or logistical support
procedures through the person in charge designated by the operator.
Ch. 1, pg. 1.8-15
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5. To control that the policies regarding the management of cabin books are complied with by each of the areas
involved in accordance with the process established in this manual.
6. To participate in the aircraft check-in and check-out processes in matters related to cabin presentation and
image, ensuring an acceptable condition that generates the minimum possible impact during the operation.
7. To establish guidelines for Avianca's reliability program for cabin interior items, in order to carry out detailed
statistical analysis and establish trends in their behaviour, providing objective information for cabin
maintenance.
8. To alert the contracted maintenance provider when events are identified in the execution of tasks that generate
negative trends, repetitive reports or high component removal. As well as Interior Engineering to validate with
maintenance providers whether to establish a warranty case and/or request recommendations to mitigate or
eliminate the impact to passengers.
9. To provide the necessary information to Interior Engineering on possible warranty cases that are identified
within the data analysis of the cab interior reliability program.
10. To lead the Avianca Cabin Control Board (CCB) reliability committee and support and monitor the action plans
approved during these meetings to ensure that they are completed on time and in accordance with established
agreements to ensure continuous improvement of cabin items that have been identified as potential problems.
11. To ensure that committee records, reliability reports and evidence of action plans are available and up to date
for consultation by all processes involved in Avianca Cabin Control Board (CCB) meetings.
12. To provide support to the On-Board Service and Customer Experience areas to comply with technical and/or
regulatory guidelines in the implementation of new functionalities, upgrades, image or brand campaigns on
issues related to Avianca's cabins or entertainment system.
13. To interact with the internal areas of the Engineering and Maintenance Vice-Presidency to organize the
implementation of the required campaigns involving actions in Avianca cabins.
14. To evaluate the effectiveness of inspections carried out inside Avianca aircraft and the execution of scheduled
and/or non-routine work during maintenance; ensuring the quality of the same in order to minimize
discrepancies that may affect our internal and external customers.
15. To ensure proper control of deferred reports (NEF) associated with the interior of the cabin, such as: cosmetic
defects in galleys, bathrooms, chairs, floors, ceilings, sidewalls, bulkheads, cockpit, passengers; malfunction
of chairs and entertainment system and connectivity, items that may affect the operation, comfort, and
presentation in all Avianca aircraft so that they are in accordance with the requirements and guidelines of the
company.
16. To control the implementation and updating of the entertainment and connectivity systems of Avianca fleets
and their contents when applicable, following up to ensure that they are complied with within the established
times, in order to avoid fines for non-compliance with legal requirements.
17. To monitor and ensure that the suppliers of entertainment and connectivity systems provide the respective
support under the provisions of the contract and in accordance with the requirements of the Avianca fleet
systems.
18. To ensure and guarantee that all maintenance and corporate image work inside Avianca aircraft fully complies
with aeronautical regulations, standards and corporate requirements.
1.8.5.5 Planning Management
The Planning Manager reports to the Technical Director Operator and is responsible for requesting and managing
the resources for the planning of all those activities involved in the fulfilment of the approved maintenance program
and for the control of the execution of the work packages that are carried out by the maintenance providers.
Additionally, this position is responsible for coordinating with Avianca's support areas and contracted maintenance
service providers, an adequate budget control of services and aircraft ground time.
In case of absence of the Planning Manager, his functions are assumed by a coordinator of this management
Ch. 1, pg. 1.8-16

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Responsibilities
1. To guarantee that the aircraft, engines and components of the Avianca fleet comply with the continuous
2. To notify the Operator´s Technical Director when deficiencies arise that require his attention regarding the
acceptance of the required standards.
3. To provide support during the reception of new aircraft coming into the company.
4. To guarantee availability of resources to accomplish scheduled maintenance tasks.
5. To guarantee that the required maintenance planning is completed within the established deadlines.
6. To establish long, medium and short term aircraft maintenance planning with the resources required to support
maintenance.
7. To guarantee communication with contracted maintenance providers with regard to maintenance planning.
8. To guarantee that the scheduling of maintenance tasks is carried out in accordance with the operational
specifications and capabilities of the contracted maintenance providers.
9. To coordinate with the Routes and Itineraries Network area the necessary spaces to carry out line
maintenance stops during the operation without affecting the itinerary and guaranteeing compliance with the
10. To coordinate with the Route Network, Itinerary and maintenance providers, hangar slots and aircraft
availability for non-line maintenance services without affecting the route network, maintaining constant
coordination with the area of Technical Representatives to ensure compliance by the maintenance provider,
the TAT of the services, coordination of the departure and entry of aircraft to the hangar, ensuring that there
is no impact on the operation.
11. To keep the projection of work to be carried out for the active fleet up to date.
12. To review quarterly the projection of manpower required and validate it with the maintenance providers for the
next 6 months.
13. To guarantee that the maintenance software is up to date with the execution of the work by the contracted
maintenance providers and notify the MCC Manager of any inconsistencies, in order to make any necessary
claims.
14. To coordinate with the Flight Control Manager or the Itinerary Manager the rescheduling of maintenance
periods that are affected by operational or internal issues.
15. To define the maintenance strategy for the operational fleet in accordance with the operating models,
maintenance providers and fleet types, seeking to optimise the availability of aircraft for the operation.
The Planning functions described below may be performed by Avianca personnel or may be contracted out in
accordance with the provisions of the ANEXO A del CONTRATO DE SOPORTE DE ACTIVIDADES
ADMINISTRATIVAS DE INGENIERÍA & MANTENIMIENTO.
1.8.5.5.1 Short-Term Maintenance Planning Coordination
The Short Term Maintenance Planning Coordinator is accountable to the Planning Manager and is responsible for
planning compliance with the execution of the approved maintenance program (MP) and engineering documents,
thus ensuring the optimization of Avianca aircraft operation and the timely planning of line maintenance works. In
case of absence, his functions will be assumed by a competent person in his area.
Responsibilities
1. To guarantee compliance with the approved maintenance program for the airline's effective fleet, fulfilling the
requirements defined therein.
2. To plan, schedule and coordinate all line maintenance work and intervals to be carried out on aircraft and
installed components.
3. To guarantee that the work to be performed on the airline's aircraft is carried out by a maintenance provider
in accordance with the approved contracts.
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4. To approve the frequency of maintenance scheduling optimising greenline (performance), economic indicators
and aircraft downtime; complying with the approved maintenance for each aircraft type.
5. To define the aircraft scheduled maintenance strategy and ensure timely planning and/or scheduling of work
for the operator to achieve maximum aircraft availability.
6. To guarantee the planning and scheduling of maintenance work and coordinate resources, maintenance
providers and authorisations for the proper accomplishment of planned tasks.
7. To develop and implement short term planning, optimising maintenance costs and times, as well as aircraft
utilisation ensuring compliance with the daily operation.
8. To develop maintenance plans to maximise the availability of each aircraft, coordinating resources,
maintenance providers and authorisations for the correct fulfilment of the planned tasks.
9. To establish and maintain daily operational levels through communication with the company's operational
areas, ensuring compliance with the scheduled itinerary.
10. To control by means of the maintenance software the fulfilment of the scheduled works, verifying the
notification of these in the system.
11. To periodically verify the behaviour of the established indicators in order to develop continuous improvement
programs on the productivity and performance of the contracted suppliers, the planning and programming of
maintenance, in order to improve the different processes and the costs of hours flown.
12. To plan WO MCCs generated by early warnings to prevent aircraft failure or degradation, improving fleet
reliability.
13. To link line maintenance work within the maintenance operational window to scheduled WPs (Line / 48 Hours
Checks, MEL / CDL, WO MCC, Memory Card and Nav Data Base).
14. To request aircraft approaches and shutdowns for the execution of scheduled work within the maintenance
operational window.
15. To carry out, together with the Operations and Safety Vice-Presidency, the follow-up of scheduled line
maintenance activities during the maintenance operational window.
16. To evaluate and assign priorities of the work to be scheduled within the maintenance operational window, in
order to maintain the airworthiness of the fleet, guaranteeing the availability of aircraft for the fulfilment of the
itinerary.
1.8.5.5.2 Long Term Maintenance Planning Coordination
The Long Term Maintenance Planning Coordinator is accountable to the Planning Manager and is responsible for
planning the maintenance work of the non-line maintenance services to comply with the approved maintenance
program, customised work, and non-routine maintenance tasks requiring special skills, to ensure the optimization
of the operation of each aircraft and the timely execution of the mandated work within the approved timescales. In
the event of absence, these duties shall be assumed by a competent person in their area.
Responsibilities
1. To define the maintenance strategy for the operational fleet in accordance with the operating models,
maintenance providers and fleet types, seeking to optimize the availability of aircraft for the operation.
2. To plan and coordinate all work to be carried out at a contracted maintenance provider's facilities ensuring
that work planning is in accordance with the contracted maintenance provider's capacity and aircraft ground
time.
3. To define the scheduled maintenance strategy for aircraft and ensure timely planning and/or scheduling of
work for the operator to achieve maximum aircraft availability.
4. To define maintenance scheduling frequency optimising greenline (performance), economic indicators and
aircraft downtime; complying with approved maintenance for each aircraft type.
5. To define the planning of projects/modifications to be carried out on the fleet in the long term.
6. To define the maintenance needs in terms of aircraft, man-hours, materials/parts, tools and facilities.
7. To optimise the use of maintenance slots in accordance with established contracts, based on the definition of
needs and aircraft requirements for the operation.
Ch. 1, pg. 1.8-18
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8. To maintain contact with approved maintenance providers, controlling the works requested by the operator,
ensuring aircraft availability and airworthiness.
9. To guarantee compliance with the maintenance program, planned and delivered to a maintenance provider
through the control of compliance of maintenance work, ensuring compliance with the slots previously
negotiated with the Itinerary and SOC areas.
10. To control the execution of contracted maintenance work, as the last filter of airworthiness.
11. To guarantee that the maintenance software is updated with the execution of the work by the contracted
maintenance providers, notifying MCC of any inconsistencies, in order to make any necessary claims.
12. To guarantee the projection of the next compliance for all maintenance work completed and closed with
requirements through the report back in the maintenance software.
13. To audit and control the structure of installed aircraft components, guaranteeing the correct control and
execution of the maintenance approved by the authorities for each component and thus ensuring the
airworthiness of the fleet. Guarantee the updating of the component structures in the systems, according to
what is reported by the contracted suppliers in the operator's maintenance software, validating that the
requirements of the component maintenance program are complied with.
14. To periodically verify the behavior of the established indicators in order to develop continuous improvement
programs on the productivity and performance of the contracted maintenance providers, the planning and
scheduling of maintenance, in order to improve the different processes and the costs of flight hours.
1.8.6 MCC and Technical Control Director
The MCC and Technical Control Director is responsible for the administration, advisory, economic control and
governance function in monitoring the daily maintenance operations performed on aircraft in line operation. In
the event of absence, his functions will be assumed by a Manager of his area.
Responsibilities
1. To guarantee the control of the maintenance of Avianca aircraft.
3. To manage the technical support to the online maintenance units for the resolution of significant and/or
repetitive abnormalities that have exhausted the Troubleshooting instructions.
4. To guarantee compliance with the MCC processes, as well as the control, resolution and communication with
SOC of the tasks in execution of the aircraft, as well as manage a correct continuous feedback of the MIS -
Maintenance Information System.
5. To provide and manage technical support for the resolution of defects found during on-line and non-routine
maintenance checks.
6. To guarantee proper coordination with the audit programs to be implemented in improvement processes in
the area of MCC and Technical Control.
7. To guarantee the availability of sufficient authorised personnel to provide 24/7 MCC support to on-line
maintenance, as well as ensure proper coordination/management of new processes and implement
continuous improvements in the MCC and Technical Control area.
8. To guarantee the implementation of appropriate corrective actions to detected discrepancies (Decision and
execution), as well as internal and external evaluations to measure results.
In addition, to guarantee that:
9. The organisation has the appropriate facilities and offices for the conduct and management of the planned
work, as well as the appropriate working environment for the tasks to be performed.
10. The adequate qualification and competence of its personnel, establishing the training and continuing education
needs to be included in the training program for the defined area MCC - Maintenance support -
troubleshooting.
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11. The MCC and Technical Control area has the tools, equipment, materials and approved technical data
necessary to perform the tasks.
12. The areas of the Engineering and Maintenance Vice-Presidency, Inventory and Technical Supply are informed
of the scope over which the line maintenance services approved in the bases are contracted; in order to ensure
that the required resources are available to perform the maintenance.
13. To promote improvements in accordance with the processes that affect the safety and operation of aircraft, in
coordination with Operational Safety, Flight Operations, Flight Standards and the different areas of the
Engineering and Maintenance Vice Presidency.
14. To coordinate the activities required with the Technical Supply Department and the Airworthiness and
Regulatory Standards and Engineering, support areas and Inventories and, sufficiently in advance of the
proposed date, the certification of new bases, Avianca changes, certification of exchange points or change of
aircraft fleet to those already included in the Opspecs in order to meet all the technical, logistical and regulatory
requirements for the scope of maintenance proposed by Avianca.
15. To support is provided to the Technical Supply area in order to promote cost reduction in line maintenance
contracts.
16. To maintain direct communication with the contracted line maintenance providers to ensure that contracts
comply with safety policies and quality standards.
1.8.6.1 Maintenance Control Center Manager (MCC)
The Maintenance Control Center Manager, hereinafter MCC Manager, is accountable to the MCC and Technical
Control Director and is responsible for the administration, advice, control and monitoring of the daily scheduled
and unscheduled maintenance operations performed on aircraft in line operation. In his absence, these functions
will be assumed by a coordinator of his area.
Responsibilities
2. To manage and control the line maintenance executed on the aircraft in operation in all national and
international stations, providing technical support to each line maintenance station and to the crews of the
aircraft in operation that require it, from MCC, through its work team in permanent 24/7 coverage.
3. To take the required decisions in events that affect the safety of the line maintenance operation, in accordance
with the policies established in this manual.
4. To actively participate in fleet follow-up meetings, CASS and reliability committees to generate spaces for
opinion, agreement and planning of inter-area actions within the Engineering and Maintenance Vice-
Presidency when required to address technical issues in order to improve reliability, compliance and safety
principles; giving the required alerts to the Management when agreements are not complied with.
5. To propose and promote improvements in accordance with the processes that affect the safety and operation
of the aircraft, in coordination with the Vice Presidency of Operations and Safety and the different areas of the
Engineering and Maintenance Vice Presidency.
6. To coordinate and inform by corporate mail, sufficiently in advance of the proposed date of certification of new
bases, AOC changes, certification of exchange points or change of aircraft fleet to those already included in
the Opspecs to the Technical Supply Department and the Management of Airworthiness Management and
Regulatory Standards and Engineering, support areas and Inventories in order to have all the technical,
logistical and regulatory requirements demanded for the scope of maintenance proposed by Avianca.
7. To inform the areas of the Airworthiness and Regulatory Standards Management, Inventories and Technical
Supply, the scope on which the line maintenance services approved in the bases are contracted; in order to
ensure that the required resources are available to perform the maintenance.
8. To provide support to the Technical Supply Department to ensure that in each maintenance agreement with
external organisations that perform line maintenance for Avianca, the quality and regulatory requirements are
specified in accordance with the policies established in this manual.
Ch. 1, pg. 1.8-20
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9. To manage the contracts for the provision of aeronautical line maintenance services for Avianca aircraft at the
contracted stations.
10. To maintain direct communication with the contracted line maintenance providers in order to ensure that
contracts comply with safety policies and quality standards.
11. To manage findings generated during internal audits of contracted maintenance providers.
12. To consolidate information on work performed on aircraft related to incidents involving insurance.
13. To define the strategy for non-conformity claims for contracted service providers based on the agreements
signed between the parties and that arise during the execution of services contracted by Avianca that affect
safety or do not comply with approved policies.
1.8.6.2 MCC Coordinator
The MCC Coordinator reports to the MCC Manager and is responsible for the technical control of the aircraft in
charge in line operation, for providing technical support to each line maintenance station and to the aircraft in flight
that require it, covering 24 hours a day, 365 days a year. In the event of absence, these functions will be assumed
by a competent person in this area.
Responsibilities
1. To take the decisions required as a result of discrepancies generated in line operations to resolve technical
problems, using appropriate procedures to ensure compliance with safety rules and standards.
2. To inform the Operations and Safety Vice-Presidency of aircraft technical limitations or restrictions.
3. To immediately inform the Operator´s Technical Director and the MCC and Technical Control Director when
a critical situation, incident or high risk occurs in the aircraft and coordinate the necessary actions.
4. To interact with the Operator´s Technical Director to make the final decision before issuing a RTS of an aircraft,
following an incident or emergency situation.
5. To coordinate and actively participate in the solution of technical problems that affect the airworthiness of
aircraft in the fulfilment of itineraries.
6. To guarantee that all defects found during line maintenance or during operation are corrected by the contracted
maintenance provider.
7. To provide the contracted maintenance providers with the technical authorisations required during line
maintenance, ensuring the control of the work carried out on the aircraft.
8. To guarantee the entry and control of operational restrictions of technical origin in the given system and inform
the Operations and Security Vice-Presidency of their creation or closure when an event is generated.
9. To determine the troubleshooting for a technical discrepancy, ensuring that it is properly executed until
corrected.
10. To perform maintenance and airworthiness control of aircraft involved in the exchange process.
11. To evaluate that the reference and MEL category at the time of deferring a report are correct and verify in the
maintenance software that there are no previous open DMI's that conflict with the new item to be deferred.
Enter the deferred MEL into the maintenance software transcribing exactly the information recorded in the
MLB.
12. To evaluate requests for deferral of scheduled work and/or release of aircraft on maintenance lapses for
approval or rejection.
13. To guarantee that maintenance tasks are performed in accordance with the operating specifications and
capabilities of the contracted maintenance providers.
14. To carry out the technical clarification reports requested by the internal areas on aircraft events that have
some implication with the CAAs, customer management, claims or that are related to internal or external
investigations in coordination with the areas of the Engineering and Maintenance Vice Presidency.
15. To generate reports of delays, cancellations and technical events for analysis by the areas involved in
processes based on the information gathered.
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1.8.6.3 MCC Fleet Coordinator

The MCC Fleet Coordinator reports to the MCC Manager and is responsible for the control of maintenance work
on aircraft in AOG condition under the responsibility of MCC. Additionally, is in control of deferred reports and
continuous or repetitive reports. In the event of absence, his functions will be assumed by a competent person in
this area.
Responsibilities
1. To coordinate with the representative of the contracted maintenance provider, the time of delivery of
aircraft in line operation that are in AOG conditions, monitoring the development of the work in terms of
time and reporting the estimates to the administrative and operational areas.
2. To perform daily monitoring of aircraft restrictions or degradations due to technical origin and/or deferred
reports, which may affect reliability and safety, planning corrective actions in advance together with the
areas of the Engineering and Maintenance Vice Presidency.
3. To monitor aircraft alerts in the daily tracking processes to in-flight aircraft tracking systems such as
AIRMAN, AHM of the last 24 hours of operation and identify and coordinate fighter failures.
4. To follow up on continuous or repetitive reports to establish the necessary corrective actions, interacting
with the areas of the Engineering and Maintenance Vice-Presidency .
5. To follow up and define the status of the components removed in a troubleshooting.
6. To follow up, evaluate and plan the progress of work on aircraft in AOG condition for technical reasons,
coordinating information for the dispatch of materials, components, equipment and technical support
assistance when required, notifying the Operator´s Technical Division of changes within the predetermined
times and following the policies of this manual and the manufacturer's manuals
7. To lead the deferral meetings and coordinate with the different areas to ensure that each item is completed
within the respective time interval and has the required tools and materials in compliance with the policies
established by Avianca. Additionally, MCC is responsible for establishing procedures to control extensions
to DMIs as approved by the competent CAAs according to the aircraft registration
8. To validate and confirm, in conjunction with the Airworthiness and Regulatory Standards Manager when
required, against evidence that all information supporting extension requests for DMIs (MEL / CDL / NEF/
HIL) is true and accurate.
9. To follow up on aircraft operational and itinerary interruptions (due to technical causes), managing together
with the areas the required actions, both preventive or corrective plans in the fleet and coordinating with
the Planning area the required aircraft times and resources
10. To respond to requests for technical assistance for aircraft in AOG condition that are under MCC control.
1.8.7 Logistic Support Areas
It refers to the areas quoted through this manual which provide logistic support for the development of processes;
however, they do not belong to the Vice Presidency of Engineering and Maintenance.
The functions of these logistics support positions are available in Avianca’s Human Resources platform, and their
particular responsibilities are described in each process within this manual.
Ch. 1, pg. 1.8-22

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Chapter 1: General Section 1.9: General
Organization policies
1.9 GENERAL POLICIES

The general policies presented below provide the information that Avianca personnel and contracted maintenance
providers should be aware of to guarantee proper compliance with regulatory requirements and company policies.
The Operator Technical Director is responsible for the policies described herein and their modification, when
necessary, as well as for providing the resources for compliance.
1.9.1 Communication Systems
All the information distributed in Avianca is managed, organized, and evaluated, then filtered, distributed, and kept
available to each member of the organization and people involved in the processes, according to their hierarchy,
tasks performed, confidentiality, relevance, among others, in order to enhance their performance, efficiency and
resolution of problems or concerns.
The above guarantees an effective communication system, which maintains an exchange of operational
information with all areas of the organization, in order to fulfil the duties and responsibilities according to the
organizational chart and also with the support staff and external organizations; consequently, the availability of
computers, support (hardware and software), communication equipment, and in general all the necessary
elements is guaranteed, in order to meet the needs that allow the proper performance of the tasks safely and
according to operational needs.
Avianca's main accessible and user-friendly communication channels include, for example:
• Meetings (virtual and in person).
• E-mails.
• Intranet (office 365 apps).
• Corporate chats.
• Radio telephony.
• Telephony (land line and mobile).
• Aircraft communication systems such as SATCOM, ACARS, among others.
• Announcements/notifications and publications, among others (as applicable).
The capacity levels of the communication systems are determined by the needs of the operation, for which each
station will have appropriate technical documentation (English and/or Spanish according to the need), adequate
facilities with the necessary equipment to achieve effective communication and maintain safe operations.
To improve effectiveness, Avianca maintains a policy of continuous improvement in communication with the entire
organization through the dissemination of messages, meetings, notices, and other means of information; in
addition, the availability of regulatory and non-regulatory documentation is guaranteed in a controlled and updated
manner.
All of the above ensures adequate management of relevant information between all areas of the organization and
those with which it relates (management, staff in general and with each maintenance provider, authorities, and
other entities), optimizing compliance with the different activities and facilitating the reporting of operational
deficiencies, risks/hazards, concerns, or any related information.
1.9.2 Maintenance software
AMOS (Aircraft Maintenance Operations System) is the computer system used by the member airlines of AGIL to
manage the maintenance processes of their aircraft and components. AMOS is a specialized software for the
Aeronautical maintenance industry, produced by Swiss Aviation Software Ltd.
This system is coordinated with UTC time.
Note 1: In this manual, the term “Maintenance software” is used to refer to this system.
Ch. 1, pg. 1.9-1

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Note 2: The control forms and reports generated from the maintenance software are effective as of February 1,
2016, the date of implementation of the AMOS system in the airline and are not retroactive to previous records.
1.9.2.1 Electronic Access Code & User Profile
It is the way in which the maintenance software guarantees a high level of security, to enter or extract information
from the system. The IT access management team assigns an electronic access code and a unique and non-
transferable user privilege profile to each person according to their role within the organization. In this way, security
within the system is guaranteed, avoiding duplication of users, and allowing access only to information pertinent
to the role and processes of each user.
1.9.2.2 Software & hardware
The maintenance software performs automatic daily backups of the information and is able to control all the
functionalities described in this manual, related to maintenance operations and airworthiness management. Any
system failure will be addressed by the AMOS IT support team, who will provide support as needed. The Hardware
used is appropriate to conduct the operations described here and keep them operational and functional. The
system maintains a record of the inputs to the system to ensure the traceability of the actions of each user.
1.9.2.3 System Modules
AMOS is made up of interdependent modules interconnected to a single database, which allow the recording of
information for the control of Maintenance, Engineering, Planning, Training, Materials and Inventory Management
processes and compliance with airworthiness standards.
Materials Management Module
It covers all the functions required for the administration of logistics tasks and compliance with the requirements
related to the supply chain and strategic procurement of the company. Among the main characteristics is the
optimization of the purchase and receipt processes, availability of parts and use of components, warranty control
and inventory management.
Engineering Module
It covers the requirements of the civil aviation authorities, manufacturers, and the operator. Among these, the
administration and compliance of the aircraft, engine, propeller or component maintenance program, the
management of airworthiness guidelines and manufacturer documents (SBs, SLs, AOTs, etc.), as well as allowing
the proper monitoring of the reliability of the fleet and its components and manage manuals and technical
documents.
Planning Module
It is the tool for scheduling and controlling short-term and long-term scheduled and non-scheduled maintenance
events. This module has a tool to plan scheduled maintenance events, including the required materials, tools, and
personnel, in order to increase productivity and aircraft availability.
Production Module
This module includes the functionalities to manage the troubleshooting, the execution of maintenance and facilitate
the delivery of the work packages from Planning to the contracted maintenance providers that have access to this
software.
Maintenance Control Module
It is the main tool to monitor the reliability of the fleet and ensure that the airworthiness of the aircraft is not
interrupted. AMOS provides tools to control and collect information in order to resolve properly documented failures
and monitor deferred defects. This allows the operator to improve technical assistance to the operation in real
time.
Ch. 1, pg. 1.9-2
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Human Resources Module

This module creates and controls the general information of the collaborators of the Engineering and Maintenance
Vice Presidency as well as the required training for each of them. Through interfaces it offers the possibility to
communicate with different human resources systems.
1.9.3 Maintenance data use policy
Avianca guarantees that all documents issued by the areas of the Engineering and Maintenance Vice Presidency
and applicable to aircraft, engines and components of the fleet, are generated using maintenance data issued by
manufacturers or authorities that are approved and/or accepted. by the applicable aeronautical authorities.
Technical Publications, in accordance with its current policies and procedures, is responsible for ensuring that
maintenance data is duly downloaded, controlled, and archived.
Responsibility for handling technical maintenance data is specified below:
• For maintenance data in general: as the main source of information to download them, Technical Publications
has access to the pages of the CAAs and manufacturers applicable to aircraft, engines and components and
keeps this information updated in the maintenance software for later consultation of the areas that require it,
in order to carry out the respective analysis, studies and implementation. Any area can make notifications to
Technical Publications, if any maintenance data is not available or updated in the Maintenance Software.
• For maintenance data from inquiries to authorities and manufacturers: the Engineering area that made the
inquiry is responsible for keeping the information in the Maintenance Software updated.
• For maintenance data not supplied by the Operator: the contracted maintenance provider must have an
established procedure to control and maintain the validity of the documents used in maintenance, preventive
maintenance and / or alterations, in which the representative of Avianca, any modification or deviation to the
maintenance data and approval by the CAA and / or manufacturer.
Note: The contracted maintenance provider must have a procedure for the control and use of uncontrolled copies,
in order to always use the documents approved and / or accepted in their last revision.
1.9.4 Alcohol & Psychoactive Substances use Control Program
Avianca exercises strict control and has zero tolerance for the use of alcohol and psychoactive substances for all
its staff. This policy is established in the “Programa de control sobre uso de sustancias estupefacientes enervantes
y alcohol”, available in the content manager.
Likewise, contracted maintenance providers must have a prevention and control program on the use of alcohol
and psychoactive substances; If they do not have it, they can take advantage of the policies of the airport where
they carry out their activities or contract the function with a specialized company. In both cases, the programs must
be authorized by the competent authority.
1.9.5 Electronics /Digital records and signatures
Avianca accepts the use of electronic and / or digital signatures in the technical records issued by contracted
maintenance providers that have the approval of the QA AW team, as well as accepts the use of electronic / digital
maintenance records, ensuring the integrity, precision and accessibility to the documents resulting from the
maintenance carried out on the aircraft operated by Avianca and their parts.
1.9.5.1 Electronics /Digital records
Throughout this section, the term “electronic record” will refer to both electronic (a document or other record
created, generated, sent, communicated, received, or stored by electronic means) and digital (a paper document,
contract, or other record that stored electronically). The type of electronic record will depend on the preference
and approved processes of the contracted maintenance provider.
Ch. 1, pg. 1.9-3

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Avianca accepts electronic records from the contracted maintenance providers, as long as the supplier that wishes
to deliver said records in this format guarantees that these have been generated maintaining the integrity of the
information and security of the signatures of the technical personnel involved in the filling. of these, since the
electronic record must provide data integrity, precision and accessibility that are better or equivalent to those that
a physical record would provide.
To be accepted as maintenance records, the contracted maintenance provider must demonstrate that it meets the
following characteristics:
• The person (the signer) must use an electronic signature format accepted by the competent CAAs.
• The signature must be unique and exclusive to the signer.
• Demonstrate the procedure and its controls to identify and authenticate a particular person as the signer
(password, private or public keys).
• The electronic form of the signature must be executed or adopted by the person, with the intention of signing
the electronic record to indicate their approval or acceptance of the information contained in said record.
• The electronic form of the signature must be attached to or associated with the electronic record that is being
signed.
• The signature must be permanent, and the information attached must be unalterable unless a new signature
is added.
• There must be a means to preserve the integrity of the signed record.
• A valid electronic signature should prevent the signer from denying that he (she) performed the signature
process.
• Demonstrate periodic controls to verify the authenticity of electronic signatures.
• Have a notification system for the signer that allows establishing under what conditions his signature has been
used.
• Methods to establish the traceability of the electronic signature.
• Security protocols and prevention of unauthorized access and modification.
• Procedures to be followed in case of later finding unauthorized use of the signature by the signer.
• Identification of persons authorized to use electronic signatures.
• A reliable system for storing information which should consider backups.
• All those that have been established as necessary for the validation of the electronic signature.
Avianca audits contracted maintenance providers to ensure the integrity of the computer system. An audit trail is
kept as part of the control.
In addition to the aforementioned guidelines, the electronic records that are received from a contracted
maintenance provider must comply with the provisions of the “Continuous Airworthiness Maintenance Records”
process of this manual, in order to guarantee that all aircraft maintenance and continuing airworthiness records
are available during an aircraft transfer to support the Certificate of Airworthiness
It is worth to clarify that Avianca may receive maintenance records in different formats or a mixture of several
depending on the contracted maintenance provider (physical and / or electronic) in both cases the filling policies
required by Avianca must be followed.
Avianca guarantees that all printing of an electronic record required by the competent CAAs will bear the mark
"PRINTED FROM AN ELECTRONIC FILE" that will go anywhere in the document.
Ch. 1, pg. 1.9-4

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1.9.5.2 Electronic /Digital signatures in technical records

Avianca provides standards and guidelines on the electronic signature, as well as its security characteristics and
conservation time, guaranteeing the legal requirements so that the registry in which it is incorporated complies
with the attributes of originality, integrity, and evidentiary validity. The electronic signature is applicable to the
records generated by the contracted maintenance providers that have the certificate or approval for their use by
the competent CAAs.
The inaccuracy generated by the lack of differentiation between categories such as electronic signature, digital
signature, advanced electronic signature, secure electronic signature or digital electronic signature is considered
irrelevant with respect to this policy, therefore electronic signature is understood as the equivalent of the
handwritten signature that complies with the policies established in the "Return to Service (RTS)" process
presented in this manual and that allows the identification of the person who performs a maintenance action.
Avianca accepts electronic signatures in technical records generated by contracted maintenance providers as long
as there is a process in its maintenance procedures manual duly approved / accepted by the competent CAAs
and that meets the following criteria:
• The signature must be exclusive to the person signing and be under the exclusive control of the person who
uses it.
• There must be a means to identify and authenticate each of the signatures.
• The electronic signature form must be executed or adopted by a person with the intention of signing a technical
record to indicate its compliance.
• The electronic signature form must be attached to or associated with the record being signed.
• The signature must be permanent and the information to which it is attached must be unalterable by a new
signature.
• There must be a means to preserve the integrity of the signed record.
• It will be linked to the technical record, in such a way that, if it changes, the electronic signature is invalidated.
• The valid electronic signature must prevent the signer from denying that he has placed a signature in a registry,
therefore it must contain procedures and controls designed to guarantee its authenticity.
In addition to the above, the signature must comply with different attributes such as:
• Uniqueness, which is the characteristic by which the electronic signature must identify a specific person and
only that person and must be difficult to duplicate.
• Relevance, which is the characteristic by which a person using an electronic signature must carry out a
deliberate and recognizable action to affix their signature.
• Scope, which is the characteristic by which the scope of the information declared with an electronic signature
must be clear to the signer and to subsequent readers of the record, record entry or document.
• Security, which is the characteristic by which an electronic system that produces signatures must restrict the
possibility of people placing another person's signature on a record, record entry, document or altering the
content without leaving a trace.
• Non-repudiation, which is the characteristic by which an electronic signature must prevent a signatory from
denying having stamped a signature on a specific record, record entry or document.
• Traceability, which is the characteristic by which an electronic signature must provide positive traceability to
the person who signed a record, record entry or any other document.
Ch. 1, pg. 1.9-5

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Chapter 2: Maintenance Section 2.1: Table of
Procedures contents
CHAPTER 2: MAINTENANCE PROCEDURES

CHAPTER 2: MAINTENANCE PROCEDURES ................................................................................................ 2.1-1

2.1 TABLE OF CONTENTS .......................................................................................................................... 2.1-1
2.2 AIRCRAFT TECHNICAL LOGBOOKS.................................................................................................... 2.2-1
2.2.1 Management of the MLB ................................................................................................................. 2.2-1
2.2.2 Types of entries for the technical flight log – Maintenance Logbook (MLB).................................... 2.2-2
2.2.3 Types of entries for the technical flight log - Cabin logbook (CLB) ................................................. 2.2-2
2.2.4 Logbooks storage ............................................................................................................................ 2.2-3
2.2.5 Filling instructions ............................................................................................................................ 2.2-4
2.3 Minimum Equipment List (MEL) and Non-Essential Furniture and Equipment List (NEF) ..................... 2.3-1
2.4 DEFERRED REPORTS MANAGEMENT ............................................................................................... 2.4-1
2.4.1 General policies ............................................................................................................................... 2.4-2
2.4.2 Deferred report issuance ................................................................................................................. 2.4-3
2.4.3 Aircraft Status Report ...................................................................................................................... 2.4-5
2.4.4 Deferred items meeting ................................................................................................................... 2.4-6
2.4.5 DMI Extensions ................................................................................................................................ 2.4-6
2.4.6 Re-opening of deferred items .......................................................................................................... 2.4-8
2.4.7 Closure of the DMI ........................................................................................................................... 2.4-8
2.5 MAINTENANCE PROGRAM ................................................................................................................... 2.5-1
2.5.2 Revisions to the maintenance program ........................................................................................... 2.5-2
2.5.3 Components control......................................................................................................................... 2.5-3
2.6 PRESERVATION PROGRAM ................................................................................................................. 2.6-1
2.6.1 General Policies ............................................................................................................................... 2.6-2
2.6.2 Parking or normal parking in “ready to fly” conditions ..................................................................... 2.6-3
2.6.3 Storage ............................................................................................................................................ 2.6-3
2.7 MAINTENANce PLANNING .................................................................................................................... 2.7-1
2.7.1 Routine Maintenance ....................................................................................................................... 2.7-1
2.7.2 Maintenance Program planning ....................................................................................................... 2.7-2
2.7.3 Non-routine maintenance ................................................................................................................ 2.7-2
2.7.4 Planning control ............................................................................................................................... 2.7-2
2.7.5 Forecasting ...................................................................................................................................... 2.7-3
2.8 MAINTENANCE PLANNING WITHIN THE OPERATIONAL WINDOW ................................................. 2.8-1
Ch. 2, pg. 2.1-1
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Procedures contents

2.8.2 Postponement of scheduled works, aircraft stops or approaches and / or release of maintenance
lapse ................................................................................................................................................ 2.8-2
2.9 EXTENSION TO MAINTENANCE SERVICES AND TASKS ................................................................. 2.9-1
2.9.1 Extensions to maintenance program documents ............................................................................ 2.9-1
2.9.2 Extension to engineering documents .............................................................................................. 2.9-3
2.9.3 Risk analysis for additional extensions of services and scheduled documents .............................. 2.9-3
2.10 Extended Range Operations for Twin-Engine Aircraft (ETOPS) & Operations with Extended Diversion
Time (EDTO) ......................................................................................................................................... 2.10-1
2.11 READ OUT OF VOICE AND DATA RECORDERS .............................................................................. 2.11-1
2.12 NAVIGATION DATA MANAGEMENT ................................................................................................... 2.12-1
2.13 CONTROL OF TECHNICAL DOCUMENTATION ................................................................................ 2.13-1
2.14 CONTINUING AIRWORTHINESS RECORDS ..................................................................................... 2.14-1
2.14.2 Falsification, reproduction, or alteration of maintenance records .................................................. 2.14-3
2.14.3 Mistake corrections, disabling blank spaces and use of term Non Applicable “N/A” in maintenance
records. .......................................................................................................................................... 2.14-3
2.14.4 Aircraft Continuous Airworthiness Record System ........................................................................ 2.14-4
2.14.5 Maintenance records consultation ................................................................................................. 2.14-7
2.14.6 Aging inspections records review .................................................................................................. 2.14-7
2.14.7 Transfer of maintenance records ................................................................................................... 2.14-7
2.15 OIL RECORD AND CONSUMPTION MONITORING ........................................................................... 2.15-1
2.16 AIRWORTHINESS DIRECTIVES MANAGEMENT (ADs) .................................................................... 2.16-1
2.16.2 Emergency ADs ............................................................................................................................. 2.16-2
2.16.3 Alternative Method of Compliance – AMOC .................................................................................. 2.16-2
2.16.4 ADs management .......................................................................................................................... 2.16-3
2.17 DOCUMENTS ISSUED BY ENGINEERING ......................................................................................... 2.17-1
2.17.2 Engineering Order Document / Engineering Order (EOD/EO) ...................................................... 2.17-1
2.17.3 Job Instruction Card JIC / Engineering Work Order (JIC/EWO).................................................... 2.17-1
Ch. 2, pg. 2.1-2

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Procedures contents
2.17.4 Repair & Damage Inspection Control (RDC) ................................................................................. 2.17-1

2.18 INCORPORATION OF SERVICE BULLETINS AND NON-MANDATORY DOCUMENTS .................. 2.18-1
2.18.1 Management for the incorporation of service bulletins and non-mandatory documents ............... 2.18-1
2.19 MODIFICATIONS .................................................................................................................................. 2.19-1
2.19.1 Criteria for classifying major / minor alterations and data approval requirements ........................ 2.19-1
2.19.2 Requirements for technical studies, technical data and management of alterations or modifications
2.19-3
2.19.3 Control and management of alterations or major modifications .................................................... 2.19-4
2.20 REPAIRS ............................................................................................................................................... 2.20-1
2.20.2 Repairs classification ..................................................................................................................... 2.20-3
2.20.3 Structural repairs ........................................................................................................................... 2.20-4
2.20.4 Powerplant Repairs ....................................................................................................................... 2.20-4
2.20.5 Repairs in aircraft and avionics components ................................................................................. 2.20-4
2.20.6 Repairs in components from cabin, interiors, and IFE .................................................................. 2.20-4
2.21 AIRCRAFT STRUCTURE MAINTENANCE .......................................................................................... 2.21-1
2.21.1 Structural damages and repairs control ......................................................................................... 2.21-1
2.21.2 Fatigue Critical Structure (FCS) .................................................................................................... 2.21-2
2.21.3 Supplementary program for structural inspections ........................................................................ 2.21-2
2.22 DESIGN OR LAYOUT OF PASSENGER ACCOMMODATION (LOPA) .............................................. 2.22-1
2.22.1 LOPA diagram ............................................................................................................................... 2.22-1
2.23 ONBOARD EMERGENCY EQUIPMENT.............................................................................................. 2.23-1
2.23.2 Emergency equipment diagram ..................................................................................................... 2.23-2
2.23.3 Onboard emergency equipment elements .................................................................................... 2.23-2
2.23.4 Onboard emergency equipment verification .................................................................................. 2.23-2
2.23.5 Onboard replacement of the emergency equipment ..................................................................... 2.23-2
2.24 FLAMMABILITY REDUCTION METHOD ............................................................................................. 2.24-1
2.24.1 Fuel tanks ...................................................................................................................................... 2.24-1
2.24.2 Interior compartments .................................................................................................................... 2.24-1
2.25 REPORTS ............................................................................................................................................. 2.25-1
2.25.2 Aircraft malfunction - Report .......................................................................................................... 2.25-2
2.25.3 Airworthiness Condition Report ..................................................................................................... 2.25-4
2.25.4 MOR Reports ................................................................................................................................. 2.25-4
Ch. 2, pg. 2.1-3

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Procedures contents
2.26 MAINTENANCE POLICIES AND CONTROL ....................................................................................... 2.26-1

2.26.1 General .......................................................................................................................................... 2.26-1
2.26.2 Scope of line maintenance activities ............................................................................................. 2.26-2
2.26.3 On call maintenance policy ............................................................................................................ 2.26-2
2.26.4 Dispatch messages to upload reports to maintenance software ................................................... 2.26-3
2.26.5 Component change messages to be uploaded to the maintenance software .............................. 2.26-4
2.26.6 Policies for work performed by contracted maintenance providers ............................................... 2.26-4
2.26.7 Maintenance personnel ................................................................................................................. 2.26-5
2.26.8 Non-routine report transfer policy (findings) .................................................................................. 2.26-5
2.26.9 EICAS / ECAM / EWD message report ......................................................................................... 2.26-6
2.26.10 Repetitive Pilot Reports ............................................................................................................... 2.26-6
2.26.11 Double verification items .............................................................................................................. 2.26-7
2.26.12 Reset a circuit breaker (CB) ........................................................................................................ 2.26-7
2.26.13 Discrepancies after closing the doors of an aircraft..................................................................... 2.26-8
2.26.14 Return to service of the aircraft in case of flight or emergency return ......................................... 2.26-8
2.26.15 Flight continuity policy .................................................................................................................. 2.26-8
2.26.16 Policies for dual maintenance in primary systems....................................................................... 2.26-9
2.26.17 Policies for operation in icing conditions .................................................................................... 2.26-10
2.26.18 Procedure for transfer/dispatch of aircraft on the ground .......................................................... 2.26-11
2.26.19 Continuity of maintenance work................................................................................................. 2.26-12
2.26.20 Troubleshooting Procedure ....................................................................................................... 2.26-12
2.26.21 Management and identification of components removed to gain access to a given area ......... 2.26-13
2.26.22 Management and identification of components removed due to changes in configuration of the
aircraft, engine, or system ........................................................................................................... 2.26-14
2.26.23 On board mechanic ................................................................................................................... 2.26-14
2.26.24 Reserved.................................................................................................................................... 2.26-15
2.26.25 Equipment and tools control policy ............................................................................................ 2.26-15
2.26.26 Engine monitoring program: Engine Condition Monitoring (ECM) ............................................ 2.26-15
2.26.27 Engine Replacement Procedures .............................................................................................. 2.26-15
2.26.28 Engine run up............................................................................................................................. 2.26-15
2.26.29 Procedure after engine shutdown during regular operation ...................................................... 2.26-16
2.27 WEIGHT AND BALANCE CONTROL ................................................................................................... 2.27-1
2.28 SPECIAL FLIGHTS ............................................................................................................................... 2.28-1
2.28.1 Special flights policy ...................................................................................................................... 2.28-2
Ch. 2, pg. 2.1-4

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Procedures contents
2.28.2 Ferry flight ...................................................................................................................................... 2.28-2

2.28.3 Special flight permit (“SFP”)........................................................................................................... 2.28-3
2.28.4 Shuttle flight ................................................................................................................................... 2.28-4
2.28.5 Demonstration flight ....................................................................................................................... 2.28-4
2.29 POLICIES FOR ISSUING A RETURN TO SERVICE (RTS) ................................................................ 2.29-1
2.29.1 Policy to issue an RTS ................................................................................................................... 2.29-1
2.29.2 Conditions to issue an RTS ........................................................................................................... 2.29-1
2.29.3 Approved maintenance personnel and organizations that can issue an RTS ............................... 2.29-1
2.29.4 Requirements to sign the RTS ...................................................................................................... 2.29-2
2.30 REQUIRED INSPECTION ITEMS (RII) ................................................................................................ 2.30-1
2.30.2 Personnel authorized to carry out RII inspections ......................................................................... 2.30-2
2.30.3 Identification of the required inspection items (RII) ....................................................................... 2.30-4
2.30.4 Additional RII (Addition and Removal) ........................................................................................... 2.30-5
2.30.5 List of Required Inspection Items .................................................................................................. 2.30-5
2.31 UNSCHEDULED MAINTENANCE AND SPECIAL INSPECTIONS ..................................................... 2.31-1
2.31.2 Special – conditional, unscheduled inspections ............................................................................ 2.31-1
2.31.3 Responsibilities of MCC personnel assigned to the process of managing technical discrepancies,
unscheduled maintenance, and special inspections ..................................................................... 2.31-2
2.31.4 Contracted maintenance provider ................................................................................................. 2.31-3
2.31.5 Personnel authorized to carry out special and conditional inspections ......................................... 2.31-4
2.32 PARTS & COMPONENTS MANAGEMENT ......................................................................................... 2.32-1
2.33 MANAGEMENT OF PARTS INSTALED IN THE AIRCRAFT ............................................................... 2.33-1
2.33.1 Pooling, control, and identification of parts .................................................................................... 2.33-1
2.33.2 Parts manufactured by an AMO .................................................................................................... 2.33-3
2.33.3 Components with limited life during storage - (shelf life) ............................................................... 2.33-3
2.33.4 ESDS components ........................................................................................................................ 2.33-3
2.34 POLICY FOR PARTS REMOVED FROM INTER-COMPANY AIRCRAFT TO ASSIST AOG AIRCRAFT
2.34-1
2.34.1 General .......................................................................................................................................... 2.34-1
2.34.2 Parts removed from engine/APU or aircraft to assist another engine/APU or aircraft in AOG condition
2.34-1
2.34.3 Change of position of parts within the same aircraft ..................................................................... 2.34-3
2.35 INSPECTION POLICIES FOR THE RECEPTION OF PRODUCTS AND PARTS ............................... 2.35-1
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Procedures contents
2.35.2 Bilateral agreements ...................................................................................................................... 2.35-3

2.35.3 Control of articles discarded due to rejection (scrap) .................................................................... 2.35-3
2.36 PMAs APPROVAL AND USE ............................................................................................................... 2.36-1
2.37 CONTROL OF COMPONENTS WITH CONTROLLED LIFE ............................................................... 2.37-1
2.37.1 Process to control life limited components .................................................................................... 2.37-1
2.37.2 Guidelines for the process for control of components ................................................................... 2.37-1
2.37.3 Upload components to the maintenance software ........................................................................ 2.37-2
2.37.4 Revision, registration, and control of the structure of the components ......................................... 2.37-2
Ch. 2, pg. 2.1-6

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Chapter 2: Maintenance Section 2.2: Aircraft
Procedures technical logbooks
2.2 AIRCRAFT TECHNICAL LOGBOOKS

Objective
To describe how Avianca has developed a technical record for each of the aircraft that it operates, in order to
record the technical unforeseen events that occur during a flight, including defects in the aircraft cabin, as well as
the maintenance actions carried out to fix them. The above to comply with the requirements of the CAAs and with
the comfort standards for ‘Avianca’s passengers.
Scope
This process begins with the development of a model of on-board technical record that complies with the
requirements of the applicable CAA regulations and corporate guidelines, until the moment in which the logs that
are part of that technical record are disembarked from the aircraft operated Avianca for shipment to the airline's
main technical records office.
Involved areas & responsibilities
Regulatory Standards Coordination
• To determine the quality requirements to develop the on-board technical record (MLB, CLB) format and its
operation.
Training and Records Coordination
To receive, control and store the logs of the on-board technical record as described in the section "Maintenance
Records of continuing airworthiness.
Cabin Management Coordination
• To provide a follow-up and control of the CLB book reports until they are closed.
• To work in cooperation with the Airworthiness and Regulatory Standards Management determining the
technical requirements to develop the CLB and its operation.
MCC Management
• To guarantee that the policies of use and filling of books are followed and respected by the maintenance
provider.
Inventory Planning
• To guarantee the stock of MLB and CLB at the main stations of Avianca.
2.2.1 Management of the MLB
The on-board technical record is made up of 2 logbooks for the record of maintenance actions that must be carried
out due to failures or technical difficulties that occur during the operation of the aircraft operated by Avianca. These
logbooks have been developed to meet the needs of Avianca and the civil aviation regulations that cover the
airline's operations.
Next, is presented the minimum information required for each report generated in the maintenance logbooks:
• Date and place where the failure or malfunction occurs.
• Date and place in which the failure or malfunction of the plane is corrected
• Clear, specific, and sufficient description of the technical failure or malfunction of the aircraft.
• The name of the person issuing the report.
• A clear, specific, and sufficient description of the work carried out.
Ch. 2, pg. 2.2-1
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• The name, signature and license of the person who performs the maintenance work.
• The name, signature and license of the person who certifies the maintenance work, if applicable.
• Reference to the approved technical data under which maintenance work is carried out.
• A maintenance return to service certification after a maintenance action, issued in accordance with the
“Policies for issuing a return to service (RTS)” section of this manual.
2.2.2 Types of entries for the technical flight log – Maintenance Logbook (MLB)
The aircraft maintenance logbook has been designed so that Avianca's pilots and maintenance providers record
all damage or failures that occur to the aircraft and / or its systems during flight operations, including damage and
/ or failures detected at the time the plane is on ground during overnight or line maintenance. In addition to the
failures or damages mentioned above, the range of additional entries that can be made in MLB covers the following
topics, but are not limited to:
• Oil and hydraulic fluid addition.
• Opening of DMI MEL/HIL/CDL reports and the maintenance actions carried out for their closure, following the
terms of the “Deferred Reports Management” process presented in this manual.
• Opening and closing of the cowling of the engines
• When using any element of the emergency equipment that needs to be replaced or completed (e.g., first aid
kit, medical kit, survival kit and/or defibrillator).
• Compliance with WO MCC.
• Fulfillment of maintenance jobs that do not have a WO or jobs that are not part of a service package (e.g.:
Aircraft cleaning, fumigations, IFE content uploads, etc.).
• Fulfillment of work orders carried out by a contracted A&P.
• Compliance with Line check / 48 hrs / ETOPS
• Pitot-Static and Angle of Attack Sensor Covers - Removal and Installation
• Structural damage
• Removal and installation of components when there is no document with WO assigned for the job.
• Installation and Removal of pins on landing gears
• Installation and removal of boroscopic inspection ports.
• Operational exchanges (refer to the chapter on "Aircraft Interchange").
• Reports of smoke in the cabin.
• Pest and rodent reports.
• Special flights
If a report on the topics mentioned in the section “Types of entries for the technical flight log - Cabin logbook” is
registered with the MLB, the contracted maintenance provider must transcribe the report to the CLB; consequently,
in the field of corrective action of the MLB you must write the WO of the CLB under which the report is controlled.
All MLB reports (deferred and non-deferred) must be entered in the maintenance software, literally transcribing
the information from the corresponding logbook page.
2.2.3 Types of entries for the technical flight log - Cabin logbook (CLB)
The cabin logbook has been developed exclusively to collect cabin discrepancies found by cabin crew or
contracted maintenance provider. Under no circumstances can annotations be made in the CLB for reasons other
than discrepancies inside the cabin. The types of cabin discrepancies that must be recorded are:
• Malfunction of chairs and cosmetic defects in galleys, bathrooms or other components intended for service on
board.
• Malfunction of the entertainment and connectivity system, as well as its components.
Ch. 2, pg. 2.2-2
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• Any cosmetic defect that affects the comfort of the crews without impacting the airworthiness of the aircraft.
• Any defect that due to deterioration, rupture or loss affects the operation, comfort, and presentation of the
aircraft.
• Opening of DMI NEF and the maintenance actions performed to close them, following the term of “Deferred
reports management” process submitted in this manual.
If a report issued in the CLB is unrelated with list above, the contracted maintenance provider must transcribe
the report to the MLB; consequently, in the CLB corrective action field it must be written the MLB WO under
which the report is controlled.
If it is not possible to correct a cabin discrepancy reported in the CLB, the defect may be deferred. The person
who opens the DMI must do so following the terms of the "Deferred Reporting Management" process presented
in this manual. Only the technical personnel of the contracted maintenance provider may defer cabin discrepancies
and/or technical failures.
All CLB reports (deferred and not deferred) must be entered in the maintenance software, literally transcribing the
information from the corresponding log sheet.
2.2.4 Logbooks storage
Avianca retains the original records of the logbooks that make up the on-board technical record and their copies
as presented in the section "Airworthiness maintenance records" of this manual”.
2.2.4.1 Logbooks storage – Maintenance Logbook (MLB)
1. Original MLB Folio: Remains on board until all pages are used. In each aircraft there must always be the
number of logbooks mentioned below:
• 1 logbook new (empty).
• 1 logbook fully completed.
• 1 logbook in process of filling.
As soon as the MLB in use is completed and the aircraft arrives at a station with available MLB stock, the
contracted maintenance personnel at that station must board a new MLB. The oldest MLB must be sent by the
contracted maintenance personnel at MDE/CLO/BOG to Avianca’s Technical Records office.
2. Original white page: It is the aircraft´s maintenance record; it should never be removed from MLB.
3. Copy – pink color: This is a temporary record for the contracted maintenance personnel as back up of the
work that was carried out.
2.2.4.2 Logbooks storage – Cabin Logbook (CLB)
The cabin book contains an original page and a copy that will be handled as follows:
1. Original CLB Folio: Remains on board until all pages are used. In each aircraft there must always be:
• 1 new logbook (empty).
• 1 logbook fully completed.
• 1 logbook in process of filling.
As soon as the CLB in use is completed and the aircraft arrives at a station with available CLB stock, the contracted
maintenance personnel at that station must board a new CLB. The oldest CLB must be sent by the contracted
personnel at BOG to Avianca’s Technical Records office.
2. Original white page: It is the aircraft´s maintenance record; should never be removed from the CLB.
Ch. 2, pg. 2.2-3

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3. Copy – lilac page: This is a temporary record for the maintenance personnel as back up of the work that was
carried out.
2.2.5 Filling instructions
Instructions for filling in the MLB and CLB logbooks, refer to Avianca’s “Forms Manual”.
Ch. 2, pg. 2.2-4

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Section 2.3: Minimum Equipment
Chapter 2: Maintenance
List (MEL) and Non-Essential
Procedures
Furniture
Responsible: Engineering Manager Owned and/or contracted Function
Authority: Maintenance Programs & Technical Publications Coordinator
2.3 MINIMUM EQUIPMENT LIST (MEL) AND NON-ESSENTIAL FURNITURE AND EQUIPMENT LIST (NEF)
Objective
Define the responsibilities and general guidelines for the implementation of the actions of the Minimum Equipment
List (MEL) and Non-Essential Equipment and Furniture List (NEF) based on the minimum requirements
recommended by the CAAs and the manufacturer, as applicable.
Scope
This process begins when a revision of the MMEL, DDG, or a document issued by a CAA or manufacturer and /
or a requirement requested by the operator is issued to modify the current manual (MEL or NEF) and ends with
the issuance of a revision to the manual to comply with the document or change request, the maintenance software
update (MEL) and the publication of the manuals.
Maintenance Programs & Technical Publications Coordination
• To prepare the MEL or NEF manual.
• To consult the manufacturer regarding the MEL or NEF manuals.
• To define schedules and times for incorporating CAA and / or manufacturer manuals into the MEL or NEF
CDL.
• To carry out the analysis to perform the MEL or NEF for each type of aircraft (as applicable) of:
- MMEL FAA, EASA or manufacturer.
- DDG.
- FAA Order 8900.1 Vol. 4 Chap. Four.
- Requirements of the CAA of the state of registration and / or operation.
- Airworthiness Directives that affect the MEL or NEF of the state of design and / or registration.
- Aircraft configuration, EED, LOPA.
- Internal requirements of MCC, Reliability, CASS, Operational Safety or Flight Standards.
• To provide support to the Airworthiness and Regulatory Standards Manager if required, for the presentation
of the manuals to the CAAs.
• To perform the MEL update in the maintenance software.
• The Technical Publications area is responsible for publishing and distributing, it through the content manager,
so that the MEL and NEF are available to be implemented by maintenance personnel.
MCC Management
• To contribute to the development of maintenance procedures when required by the manual.
Airworthiness and Regulatory Standards Manager
• To review and internally approve the changes made to the MEL, NEF and CDL of each operator's fleet before
submitting it to the CAA.
Flight Standards Management
• To contribute to the development of operational procedures when required by the manual.
Operational Publications
• To ensure that the current MEL or NEF is, in digital format installed on the iPad, in the cockpit of each of the
aircraft.
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Section 2.3: Minimum Equipment
List (MEL) and Non-Essential
Procedures
Furniture
Responsible: Engineering Manager Owned and/or contracted Function
2.3.1.1 General policies

• The MEL and NEF are documents that include the equipment or elements that, if inoperative or removed, keep
the flight in safe conditions. These are prepared or modified based on documents issued by the manufacturer,
CAAs or airline requirements and must be submitted to the competent CAAs for their knowledge and / or
approval.
• The MEL and NEF include the latest provisions of the MMEL, AFM and / or applicable documents published
by the CAAs and / or the aircraft manufacturer; it is customized and applied to the operator's aircraft fleet; also
identify the maintenance and operating procedures applicable to the MEL items, which are executed by the
maintenance and operations personnel, and includes the minimum systems and equipment required for special
operations authorized in the operating specifications
• For aircraft with registration “N”, the MMEL used as the basis for performing the MEL is issued by the FAA.
• MMEL revisions that are more restrictive than the operator's MEL (revisions identified by number), are sent to
the CAAs within 90 days after the MMEL revision date, if an additional extension is required, it will be requested.
an authorization to the AACs of the state of operation and registration, to agree on an acceptable date of
implementation. If a revision of the MMEL affects the safety of the flight, the change must be incorporated into
the MEL in a maximum of 10 calendar days.
• For MMEL revisions that are less restrictive (revisions identified by letter), the operator has the option of
whether or not to make changes to subsequent MEL revisions, or to postpone the revision until a MMEL
standard revision (identified by number) is issued.
• For control purposes, a notification will be sent via e-mail to the authorities of the registration and operation
countries explaining the reason for not incorporating the most restrictive revisions (identified by number) when
it does not apply to the fleet.
• Changes proposed by the operator for the MEL or NEF, can never be less restrictive than those established
by the authority or source manual (MMEL, AFM) and will be studied by all the areas involved (as applicable)
before incorporating it into the manual.
• The MEL is approved both by the authority of the state of registry and the state of operation.
• NEF is published after a notification is sent to the authority of the state of registry and / or the authority of the
state of operation, as applicable.
• The items listed in the MEL or NEF cannot be duplicated or go against the policies established in each of these
manuals.
Ch. 2, pg. 2.3-2

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Chapter 2: Maintenance Section 2.4: Deferred
Procedures reports management
Responsible: MCC Manager
Authority: MCC Coordinator
2.4 DEFERRED REPORTS MANAGEMENT

Objective
To provide the areas involved in the DMI process, the policies to manage and control deferred items in accordance
with the approved MEL / NEF / CDL or HIL for each fleet. Additionally, this process indicates the guidelines to
authorize extensions to the MEL / NEF / CDL or HIL items.
Scope
Starts when a discrepancy has been controlled as a deferred maintenance item until its fulfilment and its closure
in the corresponding MLB / CLB as well as in the maintenance software.
• To keep control of the time extensions given to the MEL / NEF / HIL/CDL items and notify of the extensions
before the applicable CAAs.
• To approve or reject any additional time extension request through the form “Additional Time Extension” for
DMI NEF.
• To monitor the Deferred Reports Management procedure, to guarantee adequate compliance.
• To process to the authority of the state of registration and operation any additional time extension for a DMI
(as applicable), previously validating the supports that justify the extension, to confirm its veracity and full
compliance of all the pertinent records to the extended DMI.
MCC Management
• To control the deferred items, verifying that the MEL / NEF/ CDL reference or applicable manufacturer's
manual (HIL), category, opening and expiration date, parts and / or materials required, are correct. Also
ensures that the airline is aware of all open DMIs for an aircraft and their corresponding timely closure
according to the MEL / NEF / CDL manual or applicable manufacturer's manual (HIL)
• To Manage the rectification of deferred items by coordinating compliance dates in accordance with the
availability of the aircraft, personnel, materials, tools, equipment, facilities, technical information and / or any
other required resources.
• To keep the operator informed through the Operator’s Technical Director.
• To authorize or deny any additional time extension for a DMI / CDL / HIL (as applicable).
• To provide instructions to the flight crew when deferring MEL/NEF reports that do not require maintenance
actions (M).
Planning Management
• To coordinate resources with the maintenance provider to define and / or timely rectify deferred reports.
• To keep constant communication with the operator for the fulfillment of these works in other stations.
• To manage airplane lapses to define and / or timely rectify deferred reports.
• To link deferred items to be defined or rectified during the maintenance stops in the scheduled work packages.
Technical Representatives Coordination
• To follow up on the management of the contracted maintenance provider, the reports to be deferred or the
deferred reports that are closed during the execution of the non-line works. Maintain constant communication
with MCC to give updated information or give details of deferred reports that are handled in the mentioned
tasks.
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Cabin Management Coordination

• To control the MEL and NEF deferred reports, associated with cabin maintenance and IFE, and manage their
compliance.
Engineering Coordinations (according to their specialty)
• To solve the queries generated by other areas involved in the process of defining DMIs, creating in the
maintenance software the appropriate documents to the deferred HIL of structural repairs that are not included
in AMM / SRM, and HILs that require repetitive inspections upon request through the maintenance software
(Query).
Technical Supply
• To provide in a timely manner the materials, parts, or components required to rectify deferred reports.
Dispatch Control Center (CCD)
• To prepare and deliver (or to send to all stations) to the pilot crew of each flight, the dispatch documentation
that includes the “Aircraft Status” report. This must be printed once before each flight to avoid waste of paper,
and its printing must be done in a range between 1 and maximum 3 hours before the flight.
• Technical discrepancies must be reported in the MLB or CLB in accordance with the guidelines of this manual.
• If it is not possible to rectify a reported discrepancy, the defect may be deferred in accordance with the
approved MEL / NEF / CDL or the manufacturer's manual as applicable to each fleet.
• Only the technical personnel of the contracted maintenance provider that is included in the Authorized
Personnel List may defer technical failures.
• The flight crew can only defer technical failures that by MEL/ NEF do not require maintenance actions (M).
These failures are identified in the MEL/ NEF catalog with an asterisk (*) in the “Remark or Exceptions”
column. These actions cannot be done in aircraft performing an aircraft interchange.
• If a DMI is opened or closed in a time interval equivalent to 2 hours before a flight, MCC must inform the CCD
by written or verbal communication.
• Avianca, through the QA AW program, monitors the compliance of the following requirements for the
contracted maintenance provider:
1. Before deferring a report, the contracted maintenance provider personnel, or the flight crew (as applicable)
in coordination with MCC must verify that there is not an item deferred (MEL / CDL / HIL / convenience
NEF) for the same reported failure, this to avoid duplicity and / or conflicts with the new item to be deferred.
If there is already an equal or related deferral, MCC must verify that it has been correctly deferred and
that the dispatch procedures applicable to maintenance have been complied with.
2. To dispatch an aircraft with deferred items, the following is required:
- The MLB / CLB must contain a detailed description of the inoperative equipment or systems, special
information for the flight crew and maintenance personnel, and the corrective action taken.
- Deferred components or systems must be clearly identified with an INOP placard, when applicable.
• The technical discrepancies that require deferral under MEL / CDL / HIL, without exception, must be authorized
by MCC.
• The reports issued during transit, overnight or non-routine work, which are deferred as a NEF of convenience,
must be authorized by MCC.
• The reports issued during a scheduled major maintenance service, which are deferred as a NEF of
convenience must be authorized by the technical representative in accordance with the policies of the
applicable NEF manual.
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• The technical items deferred by the flight crew as MEL/NEF (those items identified in the MEL or NEF manual
with an asterisk (*)), must be authorized by MCC.
• The reports that are deferred under NEF, with an item other than convenience, may be deferred by the
personnel of the contracted maintenance provider, without requesting authorization.
• The control of deferred items is based on the local time of the airline’s operations home station, to which the
aircraft belongs.
• The items that are deferred under MEL / CDL / NEF / HIL, must be entered in the maintenance software,
transcribing the information literally from the corresponding MLB / CLB report.
• The rectification of the deferred items must be done within the time stipulated by the category applied
according to the approved MEL / CDL / NEF or by the applicable manual for HILs and make and entry in the
corresponding MLB / CLB.
• The CDL items that do not have a defined expiration date (by hours or cycles), will be controlled in a similar
way to the MEL items Category “D”, to be rectified in a period not exceeding 120 days.
• Items that generate operational limitation or affects airworthiness cannot be deferred as a NEF item.
• The official communication channels between the different areas that interact in this process are:
- Crewmembers / contracted maintenance provider: MLB / CLB or verbal.
- Crewmembers / CCD / MCC: E-mail, messages via ACARS, VHF frequency, verbal, or telephone (satellite
as applicable).
- Contracted maintenance provider / MCC: E-mail, VHF frequency, verbal, or telephone.
• To enable a system or component that has failed in a position that is not deferrable by MEL, making a swap
between components within the same aircraft moving the faulty unit to a position that may be deferred, or
using parts removed from another aircraft of the same fleet, the entry of the part/serial numbers of the units
removed and installed must be done in corresponding MLB / CLB and in the maintenance software.
• The procedure for swapping components within the same aircraft cannot be used to close a deferred item in
one position, generating a new deferred item in another position.
• Maintenance actions carried out in accordance with the instructions of a technical data or MEL / NEF / CDL /
HIL as applicable, that need to be developed before each flight (or before each dispatch or before each
refueling, etc.) must be registered in the MLB by the maintenance provider and therefore the conformity of the
work performed must be certified by issuing the RTS in accordance with the policies of this manual.
2.4.2 Deferred report issuance
Avianca, through the QA AW program, monitors the compliance of the following requirements for the contracted
maintenance provider:
• Once the decision to defer a discrepancy is made under MEL / CDL / HIL in an aircraft that is in operation or
in a scheduled service, or to defer a discrepancy under the convenience NEF in an aircraft that is in transit,
overnight or non-routine work, the personnel of the contracted maintenance provider assigned for such action,
will send the MCC via e-mail (or any other electronic means) a copy of the MLB / CLB sheet where the
discrepancy was recorded and will request its authorization before proceeding with the deferral.
• The flight crew must contact MCC, by telephone, ACARS or digitally, when is going to defer a MEL/NEF
report that does not require maintenance actions, indicating de failure and applicable MEL.
• The MCC representative verifies that the MEL / CDL / NEF reference or manufacturer's manual is the correct
one and that the DMI does not conflict with other deferred reports that the aircraft has. Subsequently, he
approves to defer the discrepancy by supplying an authorization number to the personnel of the contracted
maintenance or the flight crew (as applicable) provider through written or verbal communication.
• Upon receiving approval from MCC, the contracted maintenance provider personnel proceed to perform the
maintenance actions (M) indicated in the MEL / CDL / NEF or applicable manufacturer's manual and fill in all
the boxes of the corresponding MLB / CLB, in accordance with the policies established in this manual.
Ch. 2, pg. 2.4-3

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• The flight crew must complete the applicable boxes in the MLB in accordance with the policies established in
this manual and the Forms Manual.
• The complete MEL / CDL / NEF reference (including Item, Subitem, Proviso as applicable) or applicable
manufacturer's manual (for HILs items), the category, the authorization number (as applicable), and
maintenance actions (M) that have been performed as indicated in the applicable MEL / CDL / NEF or
manufacturer's manual, will always be included in the “Action Taken” field of the MLB / CLB. The correct way
to fill in the “Action Taken” is shown in the following example:
Action taken field (Information Layout) Action taken field - Sample Text
This item is deferred IAW MEL item 21-52-01 ,
“This defect is deferred IAW” + (MEL reference) + Con.4), Proviso 2. , Category “C” 279 TSR–2019–
(MEL Item Condition) + (MEL Item Condition 11-1234.
Proviso) + (MEL Item Category) + (MCC The following maintenance actions (M) were
authorization number) +(Maintenance actions (M) executed:
executed) The valve xxx was deactivated in open position
IAW AMM XXX)
• Once the discrepancy is deferred, the contracted maintenance provider’s personnel send a copy of the MLB /
CLB to the MCC representative, to verify that the MEL / CDL / NEF reference, Item, Sub-Item, Proviso,
Category, opening, and expiration dates are correctly applied, and that the maintenance actions (M) as
indicated in the MEL / CDL / NEF were registered.
• The flight crew that deferred an item must send to MCC, via ACARS or by digital means, all the information of
that report, as recorded in the MLB. Likewise, MCC must verify that the MEL reference, item, sub-item, proviso,
category, opening date and expiration date are correctly applied.
• MCC enters the MEL / CDL deferred items to the maintenance software, as well as the NEF deferred by the
flight crew.
• Contracted maintenance provider personnel enter deferred NEF / HIL items into maintenance software.
NOTE: At stations with no access to maintenance software, deferred NEF / HIL items will be entered by an
MCC representative.
• An MCC representative will notify the SOC of operations in real time, via e-mail, telephone, or applicable
system the DMIs that generate operational restrictions.
• The fumigation required for the control of pests such as rodents or insects can be deferred as a HIL with a
compliance time limit of maximum 10 days.
• If it is not possible to defer a reported discrepancy based on a manufacturer's manual, which in the same way
may compromise airworthiness, the maintenance provider must consult Engineering through a duly
documented Query, who in turn validates the condition and consult as necessary with the manufacturer to
obtain its concept and appropriate instructions that allow the discrepancy to be deferred as HIL.
When HIL WOs are issued and they require repetitive inspections or maintenance actions scheduled over time
(FC, FH, Days, etc.), proceed as follows:
1. The contracted maintenance provider’s personnel will manage the original report (WO) according to the
checks established by the applicable approved data AMM / SRM / CMM among others or documents approved
by the manufacturer. In addition to the WO of the original report, the provider must generate:
• A work order for the control of repetitive intervals inspections. It will refer to the damage that is required to
be controlled. The proper way to start this WO is: "From work order N°. xxxx" + "damage description" +
"Periodic control each XXX FC, FH or Days".
• A work order, for the other inspections referred in the manual that are not contained in the first interval (if
required): will refer to the same damage, specifying the interval and type of inspection that must be
Ch. 2, pg. 2.4-4
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performed. The proper way to start this WO is: "From work order N°. xxxx" + "damage description" + "Type
inspection" + "Periodic control each XXX FC, FH or Days".
• A work order for the final repair. It will refer to the same damage specifying the definitive repair. The
proper way to start this WO is: "From work order N°. xxxx" + "Damage description" + " Terminate action
to XXX FC, FH or Days".
2. With the first work order transferred to HIL, the maintenance personnel (or MCC in the stations where there
is no maintenance software) will immediately create a Query to the Engineering area to issue the
corresponding document that controls the repetitive compliance of the initial WO.
3. Engineering must notify the Short-Term Maintenance Planning area the creation of the corresponding
document.
4. The Short-Term Maintenance Planning area must schedule the HIL WO for repetitive inspections.
5. If the Engineering document has not yet been issued at the time of scheduling the HIL WO of repetitive
inspections, the personnel of the contracted maintenance provider must comply the required inspection,
making a record in the MLB and in the maintenance software (refer to the section “Dispatch messages for
entering reports into maintenance software”). After being sure that the requirement of step 2 has been
performed, and through a Query must ask MCC to update in the maintenance software the following
inspection date / interval, attaching a copy of the MLB where the action taken is shown.
6. The engineering document that controls the repetitive inspections will be scheduled to close the
corresponding WO(s) by referring to the same document. Additionally, the Short-Term Maintenance Planning
area must control the execution and the accomplishment of the periodic actions established in the Engineering
document. The HIL that controls the final action, must remain open until the final corrective action is taken,
unless the document is issued to control the repair, replacement of part or component, or other corresponding
final action.
7. During the weekly meetings, the Short-Term Maintenance Planning area will coordinate the compliance of
the second WO transferred to HIL to handle the final action.
8. In case that the manufacturer issues a document responding to a query indicating immediate action to return
the aircraft to service, but still cannot determine the type of periodic inspection or final action, to avoid losing
control over the report, proceed as follows:
• MCC requests the personnel of the contracted maintenance provider, through an e-mail, to create a HIL
at 100 FC by relating the Query No. to the respective Engineering area, the manufacturer's reference
number and the need to be attentive to assign the method and interval when the manufacturer respond
to Engineering.
• Likewise, in the Query, the N° of the created HIL must be written and the manufacturer’s document must
be attached, so that everything is related.
• During the weekly follow-up meetings, the members of the NEF / HIL meeting must be attentive to
complete or modify the pending information in the HIL with the respective areas.
2.4.3 Aircraft Status Report
The “Aircraft Status” report is printed by the CCD area from the maintenance software. It is included in the flight
plan documents before the start of each flight (for the pre-flight briefing).
This report is updated based on the actions described in the section "Deferred Report issuance" of this section,
thus showing the updated DMIs status of a specific aircraft at the time the report is issued.
If the latest “Aircraft Status” report cannot be found on board the cabin or if the report is out of date due to DMI
reports being opened or closed after printing the format, then:
• The user of the DMI information (example: the flight crew or the maintenance personnel) may contact the CCD
area or MCC for updated information.
• CCD personnel may also use the best available means of communication (e.g., phone call, ACARS, VHF or
SATCOM) to notify the crew about relevant changes.
Ch. 2, pg. 2.4-5
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• The user of the DMI information will be able to compare the information registered in the MLB and/or CLB
against the last “Aircraft Status” report printed during the ongoing day, to acknowledge the DMIs that have
been opened since the last flight made by the previous crew (even if it was on the same day).
If a technical failure occurs with the maintenance software, a MCC representative will provide information (through
the most appropriate means of communication available) to support to the CCD so that the required information
for the “Pre-flight” briefing can be provided.
2.4.4 Deferred items meeting
To control and monitor the deferred MEL / CDL, a daily teleconference will be held with the areas involved, in order
to manage the rectification of the open items.
To control and monitoring of the deferred NEF / HIL, a weekly teleconference will be held with the areas involved
to manage the rectification of the items that have an expiration of 30 calendar days, and to verify the deferred that
were issued during the last 8 days that to the date of the teleconference are open.
The topics covered in the conference call are:
• Detection and alert of all kinds of non-conformities present in the maintenance software records to ensure
immediate management for the respective correction.
• Definition of maintenance actions or troubleshooting to be executed.
• Evaluation by correct definition of the required parts.
• Maximum compliance date based on the category.
• Ground time lapses and man hours required for its definition and / or execution.
• Aircraft planning definition for especial jobs.
• Status verification of required parts and estimated delivery dates.
• Programming request for DMIs rectification when all required resources are available, for which the Short-
Term Planning representative, will schedule the date and place of compliance within a work package.
2.4.5 DMI Extensions
Extensions to the maximum rectification periods can be approved according to the MEL / NEF category, according
to the provisions of the airline's Operating Specifications and the provisions of this manual, only in the following
extreme cases:
• All resources have been defined on time, but it has not been possible to find them in their entirety before the
maximum expiration date given by the MEL / NEF category.
• The required part has been requested on time, but the promised delivery date by the warehouse service
provider, (which includes delivery by the supplier and subsequent nationalization), exceeds the expiration date
defined by the MEL / NEF category.
• The ground time has been previously scheduled for the rectification of a DMI, but for external reasons
(technical or operational) the aircraft ends up on a different station to which it is not possible to deliver the
parts and / or materials required, or does not have the equipment, tools, or facilities for its performance.
• The part / material initially requested and opportunely available in "stock" has been used or required for another
aircraft in "AOG" condition. Case in which, as in the previous ones, as it corresponds, the complete support
that evidences its use in another aircraft must be documented.
For DMI MEL categories “B” and “C” the extensions can only be given once per item and must not exceed the
period of the original category with which it was originally deferred.
• For DMI NEF the extensions can only be issued to Items category “B”, “C” and “D”.
• For CDL / HIL DMIs, the extensions will be only those that, upon request from Engineering, are approved by
the manufacturer.
Ch. 2, pg. 2.4-6

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When the need to request an extension is identified, the representative of the responsible area requesting the
extension will send MCC or the Airworthiness and Regulatory Standards Management or their delegates
(depending on the type of the deferred item), a request using the “Additional Time Extension DMI” format shown
in the FM, along with the documentation that supports the requirement.
After the evaluation of the submitted extension request, it is approved or denied by a MCC representative or the
Airworthiness and Regulatory Standards Management or his delegate, through the completion of the form.
Items NEF Category “B”, “C” and “D” can be extended until the delivery date promised by the supplier of the
required part or material. The extension request must be approved by the Airworthiness and Regulatory Standards
Management.
To request the extension, MCC must ensure that:
• Is fully defined with approved technical information.
• The period of the aircraft on ground has been defined, as well as materials, parts, components, tools,
equipment, and any other resource required for its compliance process.
• The extension date must cover the delivery of the part by the supplier until its availability in stock.
In exceptional cases, if there is a breach by the supplier in the delivery of the part or material, a second extension
may be granted, as long as the alternative means available for the closure of the NEF item have been used
(repairs, parts manufacturing, etc.). This second extension must meet the same requirements as the first one.
Likewise, the Maintenance or Operations restrictions included in the MEL / CDL / NEF / HIL must be maintained.
Once the extension is approved, an MCC representative (for DMI MEL/CDL/HIL) or the Airworthiness and
Regulatory Standards Management (for DMI NEF) or his delegate, will maintain the approved format of the
mentioned extension for at least 6 months attached to the related WO in the maintenance software.
If an extension is requested for a DMI HIL originally deferred based on a manufacturer’s concept, recommendation,
or authorization (due to lack of support in technical data), then the “Additional Time Extension DMI” form will not
be required. The Engineering area, responsible for the query, requests the manufacturer the required extension,
and once it is approved, notifies the MCC representative, who coordinates the actions to register in the
maintenance software (in the correspondent WO), the text allusive to the corresponding manufacturer's document,
specifying its conditions.
In the case of MELs, if necessary, an MCC representative prints the aforementioned form, and will coordinate the
actions to send it to the stations when evidence of the approved extension is requested.
The MCC representative (for DMI MEL/CDL/HIL) or the Airworthiness and Regulatory Standards Management
(for DMI NEF) or its delegate, updates the date in the maintenance software and controls the extensions. Likewise,
a copy of this approval must remain for filling and control of the Airworthiness and Regulatory Standards
Management. The copies will be used by the Airworthiness and Regulatory Standards Management or his
delegate, for the purposes of notification to the competent CAA through the approved means within the following
24 business hours (For those that have been approved on weekends, they must be notified on the first business
day).
Once the DMI is performed, the contracted maintenance provider must send the Airworthiness and Regulatory
Standards Management a copy of the MLB sheet corresponding to the WO in which the final corrective action and
technical closure has been recorded. In turn, the Airworthiness and Regulatory Standards Management must
digitally file the mentioned copy of the MLB along with the approved extension format and supporting
documentation as evidence of the extension process.
The Airworthiness and Regulatory Standards Management or his delegate will keep all the records of the
extensions available to the competent CAA, as well as the control of the approved extensions for each aircraft.
Ch. 2, pg. 2.4-7
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2.4.5.1 Additional extension

If an additional extension is required, the Airworthiness and Regulatory Standards Management will request
authorization (via email) from the PMI’s authority of the state of registration attaching all the supporting information
for the required extension. This request must be made at least 72 hours before the first extension expires.
2.4.6 Re-opening of deferred items
A deferred item that has been previously closed can be deferred again as a new DMI, only with the authorization
of MCC, strictly complying with the following conditions:
• During compliance of previous DMI, each of the steps of the troubleshooting and/or instructions of the
manufacturer's manuals were followed strictly.
• The previous DMI was closed with a convincing action (understood as “convincing” when changing a
component, repairing a part of a system, replacing a material, or executing a standard practice, such as
cleaning a connector). A successful reset and test of the system as a corrective action, will be valid for the
closing of the first instance of the DMI, provided that this reset and test is different from the one performed at
the moment the failure occurred, understanding that this action is part of the troubleshooting, and that the fault
was rectified.
• The operational and / or functional ground tests were successful before the return to service of the aircraft (it
is understood that, due to the nature and characteristics of some faults, there is a likelihood that these may
reappear in the flight phase and are difficult replicable on ground, for example, faults related to Auto / thrust,
Auto pilot, among others).
• The aircraft has completed at least one flight after taking corrective action to close the previous DMI.
If the above conditions are not met, the item must be deferred again with the same opening date of the original
DMI.
2.4.7 Closure of the DMI
Final corrective action must follow the instructions of AMM, TSM, or applicable manufacturer's manual.
All actions related to any additional work performed as troubleshooting or as a corrective action of the DMI must
be recorded in the MLB or CLB, as well as in the maintenance software.
Corrective actions such as: "line adjusted, component changed, connector cleaned, BITE or TEST performed",
are considered as part of the troubleshooting not as a forceful action, therefore, they are not accepted for closing
a DMI unless these records are supported with a proper documented reference to the troubleshooting and/or a
work order as appropriate.
Any time the maintenance provider performs actions to close a DMI MEL/CDL must contact MCC, via email at
mccrecoverya@avianca.com and/or any other available means, to report the completed actions and request
approval to close the DMI.
The maintenance provider must record the corrective action in the corresponding MLB / CLB through the
generation of an informative report with the sentence "From DMI WO XXX". In the "report description" box, the
text from the original report must be transcribed literally and in the "corrective action" field the executed actions
must be recorded. When closing a MEL/CDL deferred item with BITE or TEST, write the name of the MCC
specialist who authorized this action.
During all rectification of DMI, the required maintenance actions (M) must be consulted in the MEL / CDL / NEF or
other specific technical data that applies (AMM, SRM); which must be reversed to return the affected systems to
their normal operating conditions, and the record of this action must be included in the corrective action.
Ch. 2, pg. 2.4-8

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The contracted maintenance provider will close the report in the maintenance software, except for those stations
where access to this system is not available, where the work orders will be closed by MCC once the written or by
other means notification is received. Likewise, MCC will proceed to update the Avianca’s digital application used
for the restrictions management, as applicable.
For the specific case of HILs that control items of structural damage or repetitive inspections, may be closed in
the maintenance software by referring to the document created by Engineering, which will be controlled by a
scheduled check scheme.
Additionally, the closing record in the maintenance software must include the WO number of the MLB or CLB page
where the final corrective action of the deferral was recorded (Closing WO XXX).
For deferred reports accomplished above the period indicated by the respective MEL / CDL / NEF / HIL either
because an extension of time has been given or because the aircraft is in major service, the contracted
maintenance personnel must make an entry in the MLB recording the following:
• For extended DMIs: “From WO DMI ###, extended from Day-Month-Year to Day- Month-Year”.
• For DMIs accomplished during a major service or under particular circumstances implicit in specific DMIs:
“From DMI WO ###, expired Day-Month-Year, date since the referenced aircraft has been on ground was
controlled WO No. XXX ”(e.g.: C1 or any other situation related to unscheduled events), for which the
Airworthiness Management should be consulted when this period covers the expiration date of the DMI.
Ch. 2, pg. 2.4-9

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Chapter 2: Maintenance Section 2.5: Maintenance
Procedures Program
Responsible: Engineering Manager Owned &/or Contracted function
2.5 MAINTENANCE PROGRAM

Objective
Guarantee the continuous airworthiness of the aircraft, their engines and components through the preparation and
periodic updating of the Maintenance Program, its supplements, EWIS, CDCCL registration and the maintenance
program for fuel tanks and their systems. in compliance with the Instructions and requirements of the holder of the
type certificate of each applicable aircraft and the CAA of the state of registration and operation to each of the
Avianca fleet.
Scope
This process begins with the preparation and / or updating of the Maintenance Program in accordance with the
technical and regulatory requirements, recommendations and dispositions issued by the manufacturers (MRBR,
MPD), state of design, optimization needs based on Avianca’s operation experience reported by the CASS and
Reliability areas, the requirements of the applicable CAAs for EWIS, CDCCL and maintenance for fuel tanks and
their systems. It ends with its publication.
• To receive inputs for the analysis, review, update, timely issuance of the MP and within it, the requirements
for EWIS, CDCCL and maintenance for fuel tanks and their systems.
• To generate the Bridging (when applicable) and activate in the maintenance software with its loading of
intervals, card times, tools, and materials.
• To deliver these revisions clearly justified to the Airworthiness and Regulatory Standards Management for
approval before the respective CAA of the country of registration.
• To provide support, when required, to the Airworthiness and Regulatory Standards Management during the
approval / acceptance process of the MP before the CAAs.
• To publish and distribute the MP approved and accepted by the CAA of the state of registration and state of
operation respectively.
CASS and Reliability Coordination
• To approve or reject the request for escalation / de-scalation of MP task cards.
• To check that the MP that includes the EWIS, CDCCL and maintenance requirements for fuel tanks and their
systems to manage their approval and acceptance before the CAA of the states of registration and operation
respectively and give timely feedback to the Maintenance Programs area.
• To verify and ensure that the personnel proposed by the maintenance providers contracted to perform tasks
related to the maintenance program, EWIS tasks, CDCCL, maintenance in fuel tanks and systems in
Avianca’s aircraft, have the necessary training to perform efficiently and with security such activities.
Planning Management
• To plan, coordinate and schedule within the established times through the maintenance software, the MP jobs
that include EWIS, CDCCL and maintenance for fuel tanks and their systems.
Ch. 2, pg. 2.5-1

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Procedures Program

The process begins with the compilation of the following entries when the manufacturer / CAA issues and publishes
their documents on their web portal and / or they send a communication of availability of the file via email; these
documents are:
a. MPD / MRB/ ALS / AWL.
b. CAA requirements of the country of registration.
c. Airworthiness directives of the country of design and / or state of registry that affect the MP.
d. Time Limits engine Manual.
e. Operator´s Task Cards / Avianca’s policies/ new aircraft in Avianca.
f. Reliability or internal requirements.
These entries are assessed to include the necessary updates to the MP.
A bridging is prepared (which will be part of the program proposed to the respective CAA) when an aircraft is
incorporated into Avianca, or new tasks are created or with a change of interval in the MP.
Once the MP is approved / accepted (which includes the EWIS tasks, CDCCL registration and the maintenance
program for fuel tanks and their systems) by the respective CAAs of the state of registration and operation as
applicable, it is published, updated, and activated. in maintenance software.
2.5.2 Revisions to the maintenance program
For reviews of maintenance programs with their EWIS content, registration, and compliance with CDCCL and the
maintenance program for fuel tanks and their systems, the manufacturers' recommendations on inspections,
procedures, schedules, and intervals of maintenance will be considered. maintenance on its aircraft, engines and
/ or components, as well as the recommendations arising from reliability studies.
The MP of each Avianca aircraft includes the inspections and procedures for the EWIS systems; is based on the
Instructions for Continued Airworthiness (ICA) defined by the state of registration of each aircraft.
Maintenance and inspection tasks and work intervals for EWIS comply with Enhanced Zone Analysis procedures,
which reduces the likelihood of accumulation of combustible material that can generate ignition sources.
The MP for fuel tanks contains inspections, procedures, and Airworthiness Limitations, necessary to prevent the
development of ignition sources within the fuel tanks, which are incorporated into the MP based on the MRBR or
equivalent document approved by the corresponding CAAs.
The Airworthiness Limitations of the fuel tank system are intended to ensure that unsafe conditions do not occur
or be introduced into the system. CDCCLs are configuration limitations to maintain and protect "Critical Design
Features" and are recorded in accordance with the Airworthiness Limitations Section (ALS / AWL) in the
Maintenance Program.
The CDCCL's are mandatory, approved by the CAA issuing the type certificate, and cannot be altered or eliminated
without the approval of this CAA.
The CDCCL's must be complied with exactly as specified in the aircraft maintenance manual (AMM), any use of
parts, methods, techniques, or practices other than those written in the CDCCL, are approved by the CAA
responsible for the type certificate of the aircraft. aircraft model. Any maintenance action or subsequent changes
to the product by the operators or by the manufacturer shall not degrade the safety level of the original type design.
CDCCL's cannot be deferred or transferred. There are no extensions available to comply with any CDCCL at a
later date, and the aircraft cannot be operated without being in compliance with the specified condition and design
features.
Ch. 2, pg. 2.5-2
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Procedures Program
2.5.3 Components control

The approved MP for each fleet includes a program to maintain the parts, components, or accessories in airworthy
condition in accordance with the limits established for compliance with overhaul, replacement, periodic inspection
and routine checks on components, parts, and accessories, such as It is established in the manufacturer's
documents and applicable regulations.
The components to be controlled are included in the maintenance software establishing the corresponding
measurement parameters (calendar time, hours, cycles, etc.), in order to comply with the applicable tasks that
may be, but not limited to, test, restoration, replacement, disposal and overhaul.
Components that are not controlled by hard time or life limit can be kept On Condition, Condition Monitoring or
included in a reliability program.
Note: The maintenance software keeps all the technical history of the parts and components available, which
facilitates the control of time in service according to the provisions of the type certificate, guaranteeing that these
will not be exceeded, and that traceability is maintained. Additionally, all this technical history is incorporated into
the respective technical records of the parts and components.
Ch. 2, pg. 2.5-3

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Chapter 2: Maintenance Section 2.6: Preservation
procedures Program
Responsible: Engineering Manager Owned and/or contracted function
Authority: Systems Engineering Coordinator
2.6 PRESERVATION PROGRAM

Objective
To define the responsibilities and general guidelines for the implementation of the actions of the preservation
program based on the minimum requirements recommended by the manufacturer in its maintenance manual
(AMM).
Scope
This process begins when an aircraft for reasons other than scheduled maintenance services is in AOG condition,
or that for reasons external or internal to the company is out of service and requires a preservation service; the
process ends with the fulfillment of the maintenance tasks required to reactivate the aircraft.
MCC Management
• To inform to the Engineering & Maintenance Vice presidency areas as well as Inventories and Technical
Supply, the scope on which line maintenance services approved in the bases are contracted; in order to ensure
that the required resources are available to carry out maintenance.
• To provide support to contracted maintenance providers to resolve technical discrepancies during the
execution of preservation services.
• To make the decision to return an aircraft to service with the approval of the Technical Operator Director, to
finalize the preservation process and initiate reactivation.
• To notify the CAA (when required) the status or condition of the preservation of an aircraft.
Systems Engineering Coordination
• To validate with the Technical Operator Director and the Planning area the type of preservation to apply to the
aircraft.
• To define and develop the preservation program control documents (EOD or JIC), considering materials, tools,
and equipment, which are based on the minimum requirements recommended by the manufacturer in the
maintenance manual (AMM).
• To make inquiries to the manufacturer related to the preservation process.
• To provide technical engineering assistance to other areas when required.
Powerplant Engineering Management
• To define and develop the control documents of the preservation program (EOD or JIC), according to the type
of engine and APU installed in the aircraft to be preserved, considering materials, tools, and equipment, which
are based on the requirements minimum recommended by the manufacturer in the maintenance manual
(AMM).
• To provide engineering technical assistance to other areas when required.
• To guarantee the availability, updating and distribution of technical documentation in all involved areas of the
Engineering & Maintenance Vice presidency as well as in the stations where Avianca operates.
Ch. 2, pg. 2.6-1

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Planning Management
• To develop and implement long, medium, and short term planning to support the preservation of aircraft with
the required resources, in terms of aircraft, man / hours, materials / parts, tools and facilities.
• To timely plan the preservation works established by the Engineering areas.
• To coordinate the preservation work and maintenance lapses to be developed by a contracted maintenance
provider.
• To schedule the documents that appear in the forecast and keep the Technical Operator Division areas
informed about the status of compliance with the preservation tasks.
• To establish communication channels so that planning information regarding preservation is visible to all areas
of the operator.
• To provide feedback to the Technical Operator Director on the planning of the preservation process.
Inventory Planning
• To guarantee the timely delivery of materials / components and control inventory supply to carry out
preservation processes.
Technical Fleet Management
• To notify aircraft owners (when required) of the status or condition of preservation.
• To serve as a link and maintain direct communication with maintenance providers to inform the operator about
the state of preservation of the aircraft under their charge, as defined by the Technical Operator Director.
At the time that an aircraft for reasons other than scheduled maintenance services is in AOG condition, or that for
reasons external or internal to the company is out of service, the MCC area notifies the areas involved, the need
to start the preservation process (parking or storage) for the aircraft, engines and / or APU, as the case may be.
At this time, important issues will be defined such as consultations with the manufacturer, schedule, preservation
start dates and their frequencies, plane times on the ground, creation / activation of the document to carry out the
preservation (EOD or JIC) in accordance with the technical provisions issued by the manufacturer or the issuer of
an approved technical data, to preserve and guarantee that the aircraft will not suffer deterioration.
Materials, equipment, and tools are also defined, as well as all the issues associated with this process, which are
based on the minimum requirements recommended by the manufacturer in its maintenance manual, and which
must be incorporated into the fleet as applicable.
For the aforementioned, the following generalities should be considered:
• For aircraft that are not in operation, the manufacturer has defined and published specific parking and storage
procedures in the Aircraft Maintenance Manual (AMM).
• The preservation procedures given in the AMM are instructions / guidelines given by the manufacturer and
are defined to allow the operator:
- To maintain the aircraft in an airworthy condition.
- To avoid any deterioration of the aircraft structure and its components.
- To allow an efficient and economical return to service.
- To preserve the safety and value of the aircraft.
• Any deviation requested by the operator from the manufacturer's indications in its AMM will require
authorization from the same (through an approved technical document, for example, TA) or from the authority
of the state of registration and / or operation.
Ch. 2, pg. 2.6-2
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procedures Program
• An aircraft is not considered in parking or storage when it undergoes a MP check, a planned maintenance is
performed (for example, Check C, or equivalent according to the fleet MP); or other types of maintenance
work (for example, conducting SB, repair after incidents, among others).
• Scheduled maintenance time (for example, Maintenance Program task cards) does not stop during parking or
storage. However, these task cards can be postponed until the end of the parking or storage period, unless
required for ground checks at regular intervals. These task cards must be made before the next flight and if
they have expired one or more times during this parking or storage period, they will require a single fulfillment
and from this, they are programmed based on their approved interval in the MP.
2.6.2 Parking or normal parking in “ready to fly” conditions
The parking AMM applies (within a day, after the last flight or a scheduled maintenance), either no longer than 1
month or for more than 1 month. Generally, periodic tasks are carried as applicable in accordance with the AMM.
At the end of the parking period of no more than 1 month, the aircraft can be returned to operation in accordance
with the AMM, or it can continue with the preservation and perform any of the following actions: Add AMM jobs for
parking greater than 1 month or add AMM jobs for storage up to 1 year.
2.6.3 Storage
The storage AMM is applied (within one day, after the last flight or when changing state after preservation by
parking, previous numeral), whether it is not older than 1 year or for more than 1 year. Generally, periodic checks
are carried out on the ground in accordance with the AMM.
At the end of the storage period of no more than 1 year, the aircraft can be returned to operation in accordance
with the AMM, or it can continue with the preservation and add AMM works for storage greater than 1 year. After
a 2-year storage period, it is necessary to consult with the manufacturer to obtain advice on the work and
inspections to follow.
Ch. 2, pg. 2.6-3

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Procedures Planning
Responsible: Planning Manager) Owned and/or contracted function
Authority: Short-Term Maintenance Planning Coordinator or Long-Term Maintenance Planning Coordinator
MCC Coordinator.
2.7 MAINTENANCE PLANNING

Objective
To establish a maintenance planning process for aircraft and components ensuring compliance with routine and
non-routine work, as well as special requirements that contribute to optimize the fleet performance, so that it is
executed within the established limits.
Scope
Starts from the administration and control of the maintenance program with its requirements, through the
maintenance software, which is previously loaded by engineering or by contracted maintenance providers. It ends
with its compliance, verification, updating and ensuring closure in the maintenance software.
Engineering Coordinations (according to the specialty)
• To load, analyze and update the engineering documents in the maintenance software, considering their units
of measure (FH, FC, Days, etc.), intervals, initializations, priority, materials and tools, man-hours and
estimated time of plane on the ground.
• To load, analyze and update the approved maintenance programs in the maintenance software, considering
their units of measure (FH, FC, Days, etc.), intervals, initializations, priority, materials and tools, man-hours
and time estimated plane on the ground.
Inventory Planning
• To guarantee the inventory and supply of materials and parts in the different stations according to the minimum
required for each scheduled maintenance work.
• To verify and validate that the scheduled and deferred routine maintenance tasks generated during the
execution of non-line maintenance services are fulfilled and fully executed, as well as give approval for their
postponement when required.
• To manage with non-line maintenance providers (who do not have access to maintenance software), the
periodical delivery of the work packages closed tasks (by electronic means), to the Planning area in order to
enter and update the information in the maintenance software.
• To verify the report sent by the Planning area, to verify that there are no deviations in the hours and cycles of
the aircraft and engines registered in the maintenance software.
2.7.1 Routine Maintenance
The Planning area is in charge of planning and scheduling the different types of routine maintenance work, in
accordance with the operator's policies, capabilities of the contracted maintenance providers, the priority and
remainder of each of the jobs, coordinating with the area. Planning of the Network and Itineraries, the most suitable
spaces to minimize the impact on the operation. These tasks are classified according to the type of maintenance
to be scheduled and the approved maintenance program.
The Maintenance Planning area is responsible for planning and creating the work packages for the fulfillment of
the maintenance tasks of the forecast for each of the aircraft, according to the expiration limits established in the
Ch. 2, pg. 2.7-1
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MCC Coordinator.
Maintenance Program (FH, FC, or calendar days), depending on the interval and maintenance requirements this
can be done in the lines of operation or in approved facilities.
The work package of any maintenance service (different from line maintenance) is printed 30 days before its start.
If a new maintenance schedule revision is issued and activated in the maintenance software within 30 days of the
printing of the work package for a particular maintenance service or during the performance of a particular
maintenance service, the maintenance tasks are performed according to the forecasting process in this document,
following the instructions of the maintenance program that was in force when the work package was printed. If
non-routine reports (findings) are found, these tasks are managed with the latest revision of the maintenance
manual approved at the time the report issuance.
Issues supplements to the work package to document and formally communicate to the contracted maintenance
provider (different from line maintenance) any change to the original work package or initial work package, by
linking or unlinking tasks according to the changes and needs requested by Avianca in terms of use of the aircraft,
operational needs, non-routine events, availability of tools, materials or required time.
Additionally, the Planning area defines and publishes the maintenance periods reserved so that the contracted
maintenance provider and the support areas can validate all the materials and tools required, in accordance with
the established contracts or service level agreements.
2.7.2 Maintenance Program planning
The Planning area is in charge of planning the works associated with the maintenance program previously loaded
by Engineering in the maintenance software, establishing plans to maximize the availability of each aircraft in
operation, verifying that the works executed by the contracted maintenance provider comply with the policies
established in this manual.
2.7.3 Non-routine maintenance
The Planning area is in charge of controlling the NEF & HIL scheduling, ensuring that the planning of the works is
in accordance with the capabilities of the contracted maintenance provider and the plane time on the ground.
2.7.4 Planning control
The Planning area:
• Verifies and controls the execution of scheduled maintenance work and guarantees the delivery of documents
to the contracted maintenance provider. At the same time, it guarantees the projection of the next fulfilment
for all maintenance work completed and closed through the report back.
• Performs a verification of the load of hours and cycles of engines and aircraft in the maintenance software,
comparing them with the hours and cycles found in the planning and operation control software, through an
intelligence software of the information. This information is considered acceptable, if the deviation values
between the maintenance software and the planning and control software is equal to or less than 1%; in case
of finding a major deviation, the Planning area makes the request to the IT areas of the company in order to
identify and make the correction that may take place in the control systems of hours and cycles. This
information will be sent to the Airworthiness and Regulatory Standards Management the first 5 business days
of each month, to carry out the corresponding control.
• For stations that do not have maintenance software:
- To create and manage the reports generated in the MLB / CLB.
- To enter into the system the scheduled tasks performed by the contracted maintenance providers, based
on the digital documents sent by the technical representative.
Ch. 2, pg. 2.7-2

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Procedures Planning
MCC Coordinator.
2.7.5 Forecasting
The Planning area must:
• Define the maintenance strategy for the aircraft fleet, adjusting the needs in accordance with the company's
operating model. Based on the forecasts made, it agrees on aircraft maintenance spaces, both for packaged
maintenance checks and for line maintenance scheduling during operation.
• Dimension the work to be conducted in the aircraft fleet, with the identification of special maintenance
requirements or those that require capacities outside of those contracted with maintenance providers.
• Identify the capacities necessary for the execution of maintenance in the fleet and its scope.
• Package the works of the maintenance program according to the needs of the operation, establishing in which
type of maintenance services they should be performed.
• Guarantee that the maintenance software tracks hours, cycles and calendar time for aircraft, engines, and life
limited components.
Ch. 2, pg. 2.7-3

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Section 2.8: Maintenance
planning within the
Procedures
operational window
Responsible: Planning Manager Owned and/or contracted function
Authority: Short Term Maintenance Planning Coordinator
2.8 MAINTENANCE PLANNING WITHIN THE OPERATIONAL WINDOW

Objective
To establish the guidelines for controlling the expiration and linking of maintenance work, to be scheduled within
the maintenance operational window, ensuring the availability of aircraft for daily operation and head start flights.
Scope
This process begins with the daily identification of the jobs to be scheduled within the maintenance operational
window and ends with the linking of the orders to the work packages. On the other hand, it begins with the receipt
of requests to postpone scheduled work or unscheduled stops and ends with the decision to approve or reject the
request and notify the areas.
MCC Management
• To request to the Coordination of Short-Term Maintenance Planning, the programming of DMI MEL / CDL and
MCC’s WO.
Planning Management
• Check the programming of the following jobs:
- WO MCC.
- DMI MEL/CDL.
- NEF & HIL created with an expiration less than or equal to the maintenance operational window.
- Line Check / 48 Hours Check.
- Memory Card and Nav Data Base.
• To guarantee that none of the tasks are expired in the maintenance forecast.
• To request the stops of the aircraft for the execution of scheduled works with a remainder less than or equal to
the maintenance operational window.
• To approve postponements of maintenance works that are controlled by the area.
• To guarantee the man-hours required for the fulfilment of the scheduled works within the maintenance
operational window.
SOC (Operations)
• To request to the Short-Term Maintenance Planning area the release of maintenance lapse that are scheduled
within the maintenance operational window.
The Short-Term Maintenance Planning area plans the line maintenance works that are under its control, verifying:
• The maintenance forecast.
• Maintenance lapse for the required aircraft and remaining time of the tasks.
• Contracted maintenance provider capabilities.
Additionally, links the operational window maintenance tasks to the WP, performs the management to focus or
stop the aircraft for the execution of these works.
If the contracted maintenance provider does not have sufficient resources to conduct the work to be scheduled,
the person in charge of the planning area validates with the MCC designee the priority to fulfil them.
Ch. 2, pg. 2.8-1

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planning within the
Procedures
operational window
Authority: Short Term Maintenance Planning Coordinator
2.8.2 Postponement of scheduled works, aircraft stops or approaches and / or release of maintenance
lapse
The Short-Term Maintenance Planning area receives, by email, the following requests from the areas mentioned
below:
• Contracted maintenance providers: Postponement of scheduled jobs. The overnight request will be received
before 06:00 UTC. If the aircraft is in a scheduled maintenance lapse, the request will only be received 3 hours
before the end of the period.
• SOC (operations): Release of scheduled maintenance lapse within the maintenance operational window.
After receiving the request, Short-Term Maintenance Planning area considers compliance with the maintenance
program and verifies what corresponds to: remaining time (FC, FH, Calendar Days), technical restrictions, critical
DMI, continuous reports, WO MCC risk AOG and the operational impact of not approving the request. Finally, it
responds to the requesting area, via email, of the approval or rejection of the request.
In the case of scheduled works that were authorized to be postponed, Short-Term Maintenance Planning area:
• Unlinks the tasks from the WP.
• Re-schedules the aircraft maintenance stop and the tasks which expire within the operational maintenance
window.
Ch. 2, pg. 2.8-2

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Section 2.9: Extension to
maintenance services and
Procedures
tasks
2.9 EXTENSION TO MAINTENANCE SERVICES AND TASKS

Objective
To stablish Avianca's policy regarding the process of extensions to maintenance tasks that are documented in the
approved Maintenance Program as well as for engineering documents that are not included in it.
Scope
The process begins with the need to postpone the accomplishment of an engineering document beyond the period
established as permissible for its fulfillment and ends with the approval for the extension
• To review and accept requests to extend Maintenance Program documents.
• To update in the maintenance software, as appropriate, the compliance periods (calendar days / flight hours
/ flight cycles) of the extended document in the maintenance software.
Planning Management
• To review and control the expiration dates of the services and cards associated with their frequency.
• To process requests for approval of extensions, sending them to the Engineering area according to the
specialty or to Maintenance Programs as well as to the Airworthiness and Regulatory Standards
Management, justifying with the necessary supports, the non-availability of resources required to carry out
maintenance work.
• To analyze extension requests, ensuring that the related requirements and / or restrictions established in the
Maintenance Program are not affected, and as appropriate validate or refute the viability of the request.
CASS & Reliability Coordination
• To approve or reject additional extension requests (second extension), ensuring their appropriate risk analysis
in accordance with Avianca's policies.
Engineering Coordinations (according to their specialty)
• To analyze requests for the extension of Engineering documents, ensuring that the related requirements and
/ or restrictions established in a technical data of the manufacturer, or other accepted or approved source are
not affected.
2.9.1 Extensions to maintenance program documents
Even though it is Avianca's policy to comply with all services, cards, component replacement before its Life Limit
“LL” or Hard Time “HT” has expired according to the interval (calendar days, flight hours, flight cycles) established
in the Maintenance Program, uncontrollable adverse circumstances may occur that affect operational
requirements and also do not allow these maintenance tasks to be fulfilled within the established interval.
Consequently, to allow continuity in the operation while maintaining the airworthiness of the fleet, the fulfilment of
these scheduled tasks can be extended to the maximum interval established by the Maintenance Program
applicable to each fleet.
This policy excludes special works related to Maintenance Certification Requirements (CMR), Airworthiness
Limitations (ALI), Airworthiness Directives (AD), Mandatory Service Bulletins as part of the Type Certificate, those
that classify in Section of Limitations of Airworthiness (ALS) of the Maintenance Program and all others that must
Ch. 2, pg. 2.9-1
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Procedures
tasks
not exceed the intervals specified in the applicable Maintenance Program, unless the same Maintenance Program,
AD or Service Bulletin allows it.
The extensions are strictly monitored, controlled, and approved by Airworthiness and Regulatory Standards
Manager.
The guidelines and steps to be followed are described below whenever, within the intervals established in the
Maintenance Program, the fulfillment of services, cards or other out-of-phase maintenance documents is not
feasible, due to the unavailability of resources. managed with the contracted maintenance service provider, such
as materials, parts, tools, equipment, hangar, or other justified technical or operational reason related to adverse
weather conditions, crews, flight deviation or other unfavorable circumstances.
Guidelines:
• Case 1: When a major maintenance check (or task card/EOD affecting the Maintenance Program) is performed
after the expiration date, complying with the extension requirements (if applicable), the next accomplishment
of the same check (or card/ EOD affecting the Maintenance Program), is initialized from the original expiration
date.
• Case 2: When the expiration date of a maintenance check (or task card/ EOD affecting the Maintenance
Program) occurs while it is being performed, the next accomplishment is initialized from the original expiration
date.
• Case 3: When a maintenance check (or task card/ EOD affecting the Maintenance Program) is completed
before the original expiration date, the next accomplishment is initialized from the end of completion of the
check (or task card/ EOD affecting the Maintenance Program).
Steps:
1. The Planning area verifies the availability of resources. When a lack of resources is detected, the involved
management requests the feasibility concept of the extension to the specialist engineer or Maintenance
Program engineer, and then requests its approval to the Airworthiness and Regulatory Standards Manager
through the Scheduled Maintenance Extension form, available in the site Gerencia Calidad Operador section
Calidad Operador in O365 Sharepoint application . The Planning area, also guarantees that through the
maintenance software the past operational accomplishments of the aircraft, engine, APU, component, or
accessory, as applicable, are traceable from the start of its operation in Avianca; if the compliance was
achieved by previous operators, the specialist engineering area involved will supply and upload the latest
compliance into the maintenance software according to the reports provided by the previous operator(s).
2. The Maintenance Program engineer must also approve guaranteeing that the requirements and related
restrictions established in the Maintenance Program are not affected.
3. The Airworthiness and Regulatory Standards Manager analyzes, revises, grants approval and informs the
CAA of the state of registration in a time frame not beyond 72 hours after its approval.
4. Once the extension is approved, the Scheduled Maintenance Extension form, along with supporting
documentation that includes evidence of approval from the CAA, all requested extensions of the Maintenance
Program’s task/EOD, will be registered and filed in the Scheduled Maintenance Extension folder from the
Share Point application. This site is managed by Airworthiness and Regulatory Standards Manager and can
grant only read permissions to Planning area to support audits or an internal consult.
5. The Airworthiness and Regulatory Standards Manager updates in the maintenance software the projected
date for the next accomplishment of the extended check or task card according to its new expiration date.
6. Finally, the Planning area is responsible for and must guarantee that the services or cards issued are fulfilled
within the new projection times.
Ch. 2, pg. 2.9-2

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Procedures
tasks
2.9.1.1 Additional Extension

When an additional extension is required, the same steps described in the previous numeral must be followed,
and additionally:
1. The Maintenance Programs area analyzes the request based on the risk analysis, as stablished in “Risk
analysis for additional extensions of services and scheduled documents” section of this manual, before
approving the Scheduled Maintenance Extension form.
2. The Airworthiness and Regulatory Standards Manager verifies the validity of the fulfilled requirements by
approving the form, which guarantees that the maintenance planning in the aircraft is not altered. Likewise,
He / She will send by written means, 48 hours in advance, the respective approval request to the authority
where the affected aircraft is registered and subsequent notification to the authority from the state of operation,
specifying the reasons and the additional time required for the extension.
3. Once the extension is used, it is the responsibility of the Planning area, to reschedule the next affected
maintenance event without exceeding the approved program; keeping in mind that the extensions are
considered non-cumulative, which means that the accomplishment of the next events must always take place
within the previously programmed time without considering the additional time allowed by the extension.
2.9.2 Extension to engineering documents
For Engineering documents related to fleet and / or cosmetic campaigns (JIC / EOD) that need to be extended for
operational reasons or logistical issues and that are not part of the approved Maintenance Program (MP), the
Planning area, will request through a query in the Maintenance Software to the specialist engineer area
responsible for the document, an extension for the completion of the work. This extension will be subject to the
engineer's criteria without exceeding the manufacturer's recommendations (if applicable). Every time an extension
is requested to an Engineering document that is not part of the Maintenance Program, the Airworthiness and
Regulatory Standards Manager must be notified through corporate mail.
2.9.3 Risk analysis for additional extensions of services and scheduled documents
All Additional Extension of scheduled checks or documents that exceed the limits of extension established by the
manufacturer, maintenance program and / or that requires approval from the applicable CAAs, must be previously
analyzed and approved by the Airworthiness and Regulatory Standards Manager and CASS area.
The analysis shall be carried out based on Avianca’s corporate risk matrix and must comply with the requirements
of each CAA (i.e. FAA Order 8040.4A as a model for risk management). For this purpose, the findings in previous
compliance and the reports generated during the operation since data collection of the approved reliability program
are considered.
In compliance with the above, the Airworthiness and Regulatory Standards Manager must request the CASS area
the analysis and concept of approval or rejection for this type of extensions, subjected to the corresponding
restrictions.
Any extension request that requires the approval of the FAA must be sent in writing, together with the proper
documentation and analysis, as indicated in the previous paragraph.
The CASS area is responsible to keep an updated database that shows the results of the analysis of all the
additional extensions requested within the framework of the above mentioned characteristics.
Ch. 2, pg. 2.9-3

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Section 2.10: Extended
Diversion Time Operations
Procedures
(EDTO/ETOPS)
Responsible: Engineering Manager Owned &/or contracted function
2.10 EXTENDED RANGE OPERATIONS FOR TWIN-ENGINE AIRCRAFT (ETOPS) & OPERATIONS WITH
EXTENDED DIVERSION TIME (EDTO)
Objective
To define the responsibilities and general guidelines for the implementation of the actions of the extended range
operations manual for two-engine airplanes (EDTO/ETOPS) based on the minimum requirements recommended
by the CAAs and the manufacturer, as applicable.
Scope
This process begins when a CMP revision is issued, any document issued by a CAA or manufacturer and/or a
document or requirement that modifies what is stipulated in the EDTO/ETOPS manual and ends with the issuance
of a revision to the manual to comply with the document or change request and the publication of the manual.
Maintenance Programs and Technical Publications Management
• To prepare the EDTO/ETOPS manual.
• To make inquiries to the manufacturer regarding the EDTO/ETOPS manual.
• To define schedules and times for incorporating CAA and/or manufacturer manuals into EDTO/ETOPS.
• To carry out analyses to carry out EDTO/ETOPS for each type of aircraft (as applicable):
- CMP.
- AC 120-42B.
- CAA requirements of the country of registration and/or operation.
- Airworthiness Directives that affect the EDTO/ETOPS manual of the country of design and/or State of
registry.
- Aircraft configuration.
- Internal requirements for maintenance or reliability.
• To provide support if required by the Airworthiness and Regulatory Standards Management for the
presentation of the manuals to the competent CAAs.
• The Technical Publications area is responsible for publishing and distributing through the content manager so
that the ETOPS manual is available to be implemented by maintenance personnel.
• To review and internally approve the changes made to the EDTO/ETOPS manual of each operator's fleet (as
applicable) before submitting it to the CAA.
• To submit the EDTO/ETOPS manual to the competent CAAs for their acceptance or approval as required.
• ICAO through Amendment 36 to Annex 6, Part I, replaced the previously used term ETOPS (Extended range
operations by twin-engined aeroplanes) with the new term EDTO (Extended Diversion Time Operations).
However, it is possible that, in some documents, when referring to EDTO they mention ETOPS.
• The ETOPS manual is a document that includes the latest provisions of the CMP issued by the aircraft
manufacturer, it is customized and applied to the operator's aircraft fleet.
• The operator develops EDTO/ETOPS operations with the use of the fleet of Airbus A330 and Boeing 787
aircraft, equipped with IAE V2500, Rolls Royce Trent 772B and Trent 1000D engines, respectively, which are
maintained in accordance with the policies and procedures established in the EDTO/ETOPS manual.
according to the applicable regulation and the approval of the CAA of the state of operation.
Ch. 2, page 2.10-1

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Section 2.10: Extended
Diversion Time Operations
Procedures
(EDTO/ETOPS)
• The EDTO/ETOPS manual is submitted to the CAA of the operating state for acceptance or approval, as
required.
• There is a relationship between the EDTO/ETOPS operation and the MEL manual, since there are items in
the latter manual, which are applicable and are identified with the acronym ER (extended range), in which
considerations that must be met for said operation are included.
• The maximum diversion time for the operator of a particular aircraft type performing EDTO/ETOPS operations
is approved by the CAA of the country of operation.
Ch. 2, page 2.10-2

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Chapter 2: Maintenance Section 2.11: Read Out of
Procedures Voice and Data Recorders
Responsible: Engineering Manager Owned and or contracted function
2.11 READ OUT OF VOICE AND DATA RECORDERS

Objective
Establish the general guidelines to guarantee compliance with the periodic checks of the recorders and guarantee
the recovery and evaluation of the data registered in the CVR and the FDR, ensuring the continuous serviceability
and the correct functioning of the recording systems, complying with the regulations required by the CAAs that
govern Avianca.
Scope
This process is carried out to comply with the requirements of periodic inspections established in the aeronautical
regulations, it begins with the downloading of information from the voice and data recorders for subsequent
analysis and verification of the correct operation of the system, ends with the receipt of the respective analysis
and its storage.
• To verify the correct operation of the recorders according to the analysis issued by the maintenance provider.
• To verify that the records or documents necessary to close the maintenance program task for each recorder
are received at the Avianca technical records office.
• To maintain and safeguard the records of each maintenance work carried out on the recorders in accordance
with the provisions of the aeronautical regulations that apply to each work carried out.
• To guarantee that the contracted maintenance provider's personnel (different from line maintenance) who
execute the work, perform the data downloads from the recorders in accordance with the instructions indicated
in the Engineering documents and that the data is sent to the maintenance provider for reading and analysis.
Operational Safety (SMS)
In the event of an incident or accident:
• To preserve and safeguard the voice and data recorders, as well as the information contained in these
recorders.
• To be responsible for delivering the recorders to the person designated by the CAA for the investigation.
In compliance with regulations, all aircraft in the Avianca fleet are equipped with digital flight data recorders (DFDR)
and cockpit voice recorders (CVR). FDR flight data recorders use solid state digital technology and are capable of
recording the last 25 hours of aircraft operation. Its function consists of recording mandatory parameters
established in the regulation and additional basic parameters from data systems. The cockpit voice recorders
(CVR) provide storage for 2 hours of consecutive recording for each of the four audio channels. All flight and voice
data recorders are equipped with an underwater locating device (ULB), which operates for a minimum of 90 days.
Additionally, the new Airbus aircraft have incorporated a combined voice and data recording (CVDR) system,
which has the capacity to record data from the last twenty-five (25) hours of the aircraft's operation and provides
voice storage for 25 hours for each of the audio channels. These aircraft are equipped with 2 recorders, located:
one at the front and one at the rear of the aircraft. All Boeing 787 aircraft are equipped with Enhanced Flight Data
Ch. 2, pg. 2.11-1

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Chapter 2: Maintenance Section 2.11: Read Out of
Procedures Voice and Data Recorders
Recorders (EAFR), which are multi-function recorders that record 25 hours of flight data and 120 minutes of cockpit
audio data within solid-state memory which is protected against impact.
All aircraft require periodical analysis of voice and flight data records. These tasks are included within the
maintenance program and the compliance intervals are defined in accordance with the regulations of the state of
operation and registration of the aircraft. These inspections will ensure that the logger is operating properly for the
nominal recording time and will assess that the recorded data validity, quality, and system calibration (if applicable)
is within acceptable limits. In the case of the CVR, an exam will be carried out reproducing its recording to verify
that all the required signals comply with the validity, quality, and intelligibility standards.
In compliance with regulation, some aircraft are equipped with DLR data link recorders. These recorders allow
retrieval of communication between crew and ground control using data link communication systems. On Airbus
aircraft the data link recording is performed by the CVR or CVDR. On Boeing 787 aircraft this function is performed
by the Enhanced Flight Data Recorder (EAFR). DLR systems will have inspection intervals in accordance with
state of registration or operation regulations, it includes a periodic evaluation of the recording system and
assessment of its performance. These tasks are included in the Maintenance Program.
In the event of an accident or incident that requires investigation by the CAAs: Operational Safety, through MCC,
will request the download of flight recorders records or removal of recorders from the aircraft as required, and
make sure that they are preserved and retained in safe custody waiting for the instructions of the CAAs in charge
of the investigation. The data will be kept by Operational Safety for at least 60 days or for a longer period depending
on the requirements of the investigating board. The delivery of the recorders will be carried out by means of a
certificate stating the part number and serial number of the equipment delivered to the person designated by the
CAA for the investigation.
In no event may the operator or a maintenance provider alter the recorded data from a removed unit and may only
be destroyed with the explicit written permission of the Airworthiness and Regulatory Standards Manager.
Ch. 2, pg. 2.11-2

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Chapter 2: Maintenance Section 2.12: Navigation
Procedures Data Management
2.12 NAVIGATION DATA MANAGEMENT

Objective
This process indicates the actions to be taken when a new navigation database is available to be updated in the
airplanes in accordance with the operational requirements and the use in the different airplane systems, following
the guidelines established in the current aviation regulations and the requirements of the manufacturer of each
type of aircraft.
Scope
This process begins with the reception of a navigation database, the creation of the engineering document, its
planning and ends with its compliance, in accordance with operational needs, current regulations and
recommendations of the manufacturers of each aircraft model.
Flight Operations & Safety Management Vice-presidency
• To receive the databases that correspond to navigation systems or those necessary to carry out operational
requirements during the flight.
• To validate the integrity, distribute and publish navigation data, mainly to Engineering Management and other
areas that participate in the loading process in the aircraft.
• To review the MEL / NEF manual and maintenance program in order to defer or maintain a program associated
with navigation data in accordance with current regulations, operational or manufacturer requirements.
Engineering Management
• To receive operational requirements, provide support and generate engineering documents as follows:
• To verify the certificates using the CSCT and, digitally sign the software parts and update the "LSAP librarian"
with the software available for Boeing B787 fleet aircraft.
• To provide support when there is a problem with each load cycle of the navigation data, from the use of the
tool to load software or additional discrepancies that may arise during the load of the navigation data in all
applicable aircraft.
• To generate the engineering documents required for the handling and uploading of navigation data in aircraft
in accordance with current regulations, manufacturer requirements, operation requirements or associated
maintenance program for each aircraft.
• To keep the aircraft updated (SBs or MODs to be incorporated) so that each software update cycle is
completed without any eventuality.
Planning Management
• To schedule the engineering documents projected for updating the navigation data within the stipulated times.
• To schedule the closing of MEL / NEF items generated for those systems or components used to load
navigation data.
Ch. 2, pg. 2.12-1

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Chapter 2: Maintenance Section 2.12: Navigation
Procedures Data Management
Inventory Planning
• To guarantee an adequate supply of components or materials required to close aircraft reports that involve a
system necessary for updating navigation data.
MCC Management
• To monitor the anomalies presented during the loading of navigation data in order to manage the actions to
be taken if required.
• To inform the Operations SOC about the restrictions that have arisen during the process of updating the
navigation data.
• To monitor of delays that may be generated to systems or components used for loading navigation data.
• To inform MCC of any restriction that has arisen during the process of updating the navigation data.
The timely uploading of electronic navigation data to the fleet is carried out periodically in accordance with the
requirements of current regulations, aircraft manufacturer or operational needs. The electronic navigation data is
acquired and verified by the representatives of the Flight Operations Vice-presidency, who confirm its integrity, to
later be uploaded to the aircraft.
Additionally, Flight Operations maintains the original databases and distributes them to the Engineering area, who
issues the documents to finally be scheduled by the Planning area before their expiration, in order to load the
aircraft.
Ch. 2, pg. 2.12-2

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Chapter 2: Maintenance Section 2.13: Control of
Procedures Technical Documentation
2.13 CONTROL OF TECHNICAL DOCUMENTATION

Objective
To define the guidelines to ensure the updating of technical documentation, available to all internal personnel that
require it and contracted maintenance providers.
Scope
The process begins with the verification of regulatory or technical manuals and internal documents. It ends with
the loading in the maintenance software and publication in the content manager for later notification to the users.
• To receive documentation from manufacturers and documents issued by different areas of AOC, in order to
control, verify and publish in the maintenance software and content manager, for subsequent notification to
users according to the distribution list.
• To manage reported discrepancies to guarantee that all user areas have their technical documentation current.
All areas from the Engineering & Maintenance Vice-presidency
• To verify that access to the content manager is available to consult the manuals and required documents.
• To ensure the availability of hardware, software, devices, and configurations that allow access to the content
manager and manufacturers' web pages to consult the manuals.
• To verify access and availability in the content manager to the required documents and backup manuals
(digital) according to the TPR report and notify Technical Publications of any discrepancy that is found.
• To report to Technical Publications any discrepancy found in the consultation documents or in the operation
of the content manager.
Technical Publications is responsible for managing the reception, control, distribution, and publication of technical
documentation, ensuring that the information is legible, accurate, up-to-date and is kept available, presented in an
appropriate format (according to the resources available for the staff of Engineering & Maintenance Vice-
presidency and external personnel); likewise, that it is approved by the competent CAAs, if required.
The control of the technical documentation is carried out by means of the maintenance software.
The manuals and documents received are verified by the Technical Publications area and those that do not present
discrepancies are published in the content manager.
The backup of the information controlled by Technical Publications and published in the content manager is
carried out in accordance with the guidelines defined in document PR_AVDT05_001 "Information Retention and
Recovery Procedure", available in the content manager. Additionally, Technical Publications keeps a copy of all
controlled documents, in the available media and updated version (as applicable); contracted maintenance
providers will only have available a backup or copy of maintenance manuals applicable to aircraft and engines
according to the operation.
The Technical Publications area verifies the validity of the controlled documents on the manufacturers' web pages
and / or via email to ensure that the information is updated. Additionally, the respective user areas are notified,
through the maintenance software, of the availability of the latest revision or new issuance of manuals or
documents.
Ch. 2, pg. 2.13-1

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Chapter 2: Maintenance Section 2.13: Control of
Procedures Technical Documentation
The official sources of consultation of the technical documentation are the content manager and / or manufacturer
pages, and for no reason should the backup or copy replace these sources, unless there is some type of
contingency or non-availability of the consultation sources.
In case of any eventuality due to failure or unavailability of the content manager to consult technical manuals,
regulatory manuals, procedures and other documents, the user area must contact Technical Publications and / or
MCC.
Issuers of manuals and internal documents must:
• Define and include the list of owners in the manual or document.
• Deliver to Technical Publications the manuals or documents to be published, which must be complete, legible
and must have the list of effective pages updated (if applicable).
• Correct discrepancies in the manuals or documents notified by Technical Publications.
• Verify the availability of manuals and / or documents in the content manager.
• Develop documents with total clarity and keep them updated regarding the regulation, the Avianca’s structure
and / or recommendations of the CAAs or manufacturers.
Ch. 2, pg. 2.13-2

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airworthiness records
Authority: Training & Records Coordinator
2.14 CONTINUING AIRWORTHINESS RECORDS

Objective
To establish the policy for the correct filling and administration of maintenance records for Avianca’s aircraft,
engines, and / or components, in compliance with applicable aeronautical regulations.
Scope
This policy establishes the guidelines to develop the process of filling, receiving, evaluating, controlling, and
conserving the maintenance records of aircraft, engines and / or components, ensuring the accuracy and integrity
of these documents.
Its application guarantees the monitoring of the execution of maintenance in accordance with the maintenance
program, maintaining the airworthiness of the aircraft, engines and / or components in force and complying with
Avianca policies. It also allows monitoring the correct performance of the maintenance providers hired through
these maintenance records.
• To receive, make the final check and manage the technical records generated during the maintenance of the
aircraft. This area is also responsible for the preservation of these records and for the subsequent transfer to
their current or future owners and / or lessees. Likewise, it is responsible for ensuring that the technical records
of all aircraft and their components are kept updated, organized, complete and available for inspection for the
period required by company policies and applicable national and foreign regulatory agencies, and which are
maintained in accordance with the policies and procedures contained in this manual.
• To coordinate the presentation of the maintenance records to the respective authorities before the operation
of the aircraft.
Technical Representation Coordinator
• To ensure that technical records are delivered to the Avianca’s Technical Records office, through permanent
monitoring of shipments.
• To analyze and keep all service cards updated by incorporating their intervals and initializations into the
system.
• To receive and incorporate into the maintenance software and give initial control to the ADs of Avianca's
aircraft, engines, and components.
Structural Engineering Coordination
• Maintain updated the documentation and records related to structural major repairs and alterations and
maintain updated the structural ADs and SBs status of the Avianca’s aircraft.
• To initially load the components with controlled life upon entry into operation of an aircraft to the control of the
time of service.
• To update the weight and balance data of the aircraft as consequence of modification or alteration and to
maintain updated the status of avionics and systems ADs and SBs of the Avianca’s aircraft.
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Interiors Engineering Coordination

• To keep updated the status of AD and SB related to interior issues and IFE.
Powerplant Engineering Coordination
• To maintain updated engines and APU maintenance records and update Avianca’s AD and SB statuses of
engines and APUs.
• To notify the Airworthiness and Regulatory Standards Manager in a timely manner of temporary or permanent
changes in the aircraft operator, to manage the preparation and transfer of records.
• To audit and prepare technical records in advance for aircraft in the process of return or sale, in accordance
with the standard technical criteria required by the owners of the aircraft.
• To do the final transfer of the paper o digital records to the new owner or operator, in accordance with the
contractual agreements.
Planning Management
• To check that the documentation of the maintenance services performed by a maintenance service provider
complies with the policies established for Avianca, prior to their submission to the Technical Records area.
• To manage and control the structure of the components installed in Avianca's aircraft through maintenance
software.
• Avianca guarantees the correct storage of maintenance records in the Technical Records area, which is in
safe conditions protected against fires, theft, and floods. Access to this area is restricted and only personnel
from the Technical Records area and the Airworthiness and Regulatory Standards Manager and/or the
Training & Records Coordinator have access.
• Maintenance records must be completed in accordance with the filling instructions established in the Forms
Manual.
• Maintenance records must be presented in English and must be clearly segregated and legible for easy
identification and retrieval.
• The contracted maintenance provider must, once the maintenance activity on an aircraft is completed, send
the original maintenance records within a period of no more than 15 business days from the completion of an
A or lesser and unscheduled service, and up to 30 business days from the completion of a service C. However,
aircraft maintenance records must be available for consultation within a period of no more than 11 business
days from the completion of the service.
Note: For MLB and CLB, it will be counted from the moment they are lowered from the aircraft.
• For new components, originating from repair, transfer or exchange received by the contracted maintenance
provider, the original records must be sent to the technical records area within a period of no more than 30
calendar days once the component has been approved during the process of receipt.
• Avianca guarantees the permanent availability of these records for users and / or the CAA when they are
required.
• Avianca's maintenance software controls the information on dates, hours and flight cycles of each aircraft and
its components. This control is done automatically since this software has an interface with the electronic
operational and flight control system.
• Any discrepancy found in the maintenance records by Avianca may be cause for making the claims to the
contracted maintenance provider.
• The maintenance records of Avianca must have, as a minimum, the following information:
Ch. 2, pg. 2.14-2
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- A description of the work completed, including the date of completion.

- Name of the check as established in the Maintenance Program, if applicable.
- The hours and total cycles of the aircraft or aircraft component, specifying their identification,
- The reference of the maintenance data used for said work,
- Start and end date of the inspections or maintenance tasks carried out,
- Name, signature, and license / identification number of the person who carried out the inspection or the
work (and who carried out the inspection in process, if required).
• For the record of minor modifications or repairs, there must be evidence that the modification or repair has
been classified as minor, a record of its location on the aircraft and records of weight and balance changes, if
applicable, and the records of certification of conformity of maintenance carried out after its realization.
2.14.2 Falsification, reproduction, or alteration of maintenance records
No person or organization may be the direct or indirect cause of:
• Fraudulent or intentionally false annotations in the maintenance records or reports required, filed, or used, to
demonstrate compliance with any requirement of the regulation.
• The reproduction, for fraudulent purposes, of any record or report required by regulation; or
• Alterations for fraudulent purposes, of any record or report required by regulation.
The performance of a prohibited act by any person or organization in accordance with what is indicated in the
previous paragraph and its items will be grounds for suspending or cancelling any authorization, certification or
license given by the competent CAA to that person or organization.
2.14.3 Mistake corrections, disabling blank spaces and use of term Non Applicable “N/A” in maintenance
records.
The information written in the maintenance records must be real, therefore it cannot be altered or erased. Any
errors made in the completion of the records can be corrected if the incorrect text remains legible and identifiable
considering the following:
• Never use correction pencils or eraser.
• In the case of minor or typographical corrections where the error is evident, it will be identified by crossing a
horizontal line and enclosing the word or phrase in parentheses. Write the correct text (without overwriting or
hiding the initial information). The person responsible for making the correction must write the initial of the first
name and last name on one side, adding the employee number or license number (preceded by the applicable
acronym indicating the type of license or A&P). The word or phrase to be corrected will be written as follows:
- If there is enough space, the correction will be written near the wrong text.
- If there is not enough space, a new entry must be made.
• For the MLB:
- If the original page is corrected, the copies must be equally corrected. If the copies have been destroyed,
it is essential that the original be corrected, since it constitutes a permanent record of the aircraft.
The term N/A (Not Applicable) may be used to identify the causes of non-fulfillment of a task (or part of them),
considering:
• The cause of the non-applicability will only be justified and recorded in the document in cases where it is not
deductible by the text of the document itself. In this case, the entry must be made next to the letters “N/A”, by
the person who determined the non-applicability, or through an asterisk in another available part of the
document, being signed by the personnel of the contracted maintenance organization (as applicable).
• If the reason for N/A is understandable in the document, the signature will not be necessary.
Ch. 2, pg. 2.14-3

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• Manufacturer's task and engineering documents issued by Avianca with shaded spaces in some procedures,
will not require to be signed or write N/A.
No maintenance records can be left with blank spaces to prevent the records being altered intentionally. As general
rule, blank spaces must be disabled using the following criteria:
• Drawing a line throughout the blank space; this line must be placed in such way that information cannot be
added later.
• Use of horizontal and transverse lines is allowed.
• The lines can cover one or more blank spaces at the same time.
2.14.4 Aircraft Continuous Airworthiness Record System
2.14.4.1 Required Maintenance Records
The maintenance records required by regulation that must be kept under the technical records system are listed
below:
1. Total time in service (hours, elapsed time, and cycles as applicable) of the aircraft, each engine, as well as all
aircraft components.
2. Status of the parts with the life limit of the aircraft and engines.
3. Service time (hours, elapsed time, and cycles as applicable) since the last overhaul of installed aircraft
components requiring mandatory overhaul at defined usage time intervals.
4. Updated status of each type of maintenance task foreseen in the maintenance program.
5. AD status for each aircraft, engine and / or components, including its compliance method (and compliance
frequency, if required).
6. Record of all major repairs and alterations made to aircraft, engines and / or components.
7. Return to service issued for the aircraft or component.
8. A technical flight log of the aircraft to record all difficulties, failures or malfunctions detected during the
operation of the aircraft.
9. The updated records for the functioning/maintenance of the flight data recorders (FDR), applicable to all
Avianca’s aircraft.
The maintenance records that will be received by Avianca, once the contracted maintenance provider executes a
maintenance activity, are at least the following:
• Return to service (RTS) that covers the completed works of the work package requested by Avianca.
• Scheduled Work package Summary
• Block Task Card Control, only applies to cards contained in numbered checks (Checks A and / or higher,
according to the approved maintenance program)
• Work order (EOD, AD’s, JIC, component replacement, deferred, etc.).
• Single Running Task Cards (out of phase)
• Block Task Cards (numbered service cards)
• Findings (non-routine reports)
• Complete list of all components replaced during a major service, including work order number, part number,
description, serial number, and the reason for their removal. This applies to both removed and installed parts.
• Component certificates: These must be sent to the operator's technical records area in a time not exceeding
15 business days once the component has been inspected for receipt. Note: the digital records of the
components must be available within the first 11 business days from the date of installation
• List of jobs that were not completed during the execution of the scheduled work package, including document
number, work order number and authorization from the Planning area.
Ch. 2, pg. 2.14-4

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2.14.4.2 Maintenance records reception

The Technical Records area is responsible for receiving the original records from:
• Contracted maintenance providers that perform maintenance activities on aircraft and components.
• Manufacturers / previous operators, who deliver all the records required by the regulation when there is an
incorporation in Avianca of an aircraft (new or used).
Once received, the Technical Records area is in charge of reviewing the status and quantity of documents that
the sender has sent, to accept and enter the Avianca maintenance records system and start the process.
2.14.4.3 Digitization and retrieval of maintenance records
Avianca guarantees that all physical maintenance records received and administered for the aircraft and their
components are digitally (ensuring the same integrity and accuracy as the original records).
The records are digitally protected by the Technical Records area as a backup to the original records, both in the
maintenance software and on the company's server; Airworthiness and Regulatory Standards Manager and/or the
Training & Records Coordinator is responsible for managing access to these folders on the company's server.
The Airworthiness and Regulatory Standards Manager and/or the Training & Records Coordinator, the
responsibility for verifying verifies that the Infrastructure and Telecommunications area complies with the
established security procedures and backup of the records in accordance with the procedures “Instructivo de
Respaldo y recuperación” and “Procedimiento Retención y Recuperación de Información Gestor Documental”,
which can be found in the content manager.
2.14.4.4 Maintenance records filing and preservation
The physical records of maintenance are filed in the designated physical area of Technical Records, while digital
and electronic records are filed on the company's server. Regardless of the format, the original records are kept
by the staff of the Technical Records area, under the responsibility of the Airworthiness and Regulatory Standards
Manager and/or the Training & Records Coordinator. This file of records is made by aircraft and / or component,
with their corresponding associated documents.
2.14.4.5 Retention times for maintenance records
Retention times are subject to the classification described below:
• Routine: any record that, once completed, must be kept for a minimum period of 2 years after the issuance
of the RTS. After that period, that record can only be destroyed if the work is repeated or replaced by an
equivalent job.
• Permanent: a record that must be kept permanently. This includes permanent changes to the configuration
of the aircraft, engine, or components. These records must be transferred to the new operator in case the
aircraft, engine or component is sold / returned.
Ch. 2, pg. 2.14-5

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TYPE OF RECORD ROUTINE PERMANENT

1. GENERAL RECORDS
(Apply to aircraft, engine, component)
A. ORIGINAL DELIVERY DOCUMENTATION
Agreement and acceptance check list X
Manufacturer documents X
Previous operator’s documents X
Non incident/accident statement X
B. TIME IN SERVICE RECORDS
Total time in service (hours/cycles/time calendar) X
Time since last inspection/overhaul X
C. LIFE LIMITED PARTS RECORDS
Operational time limits X
Modifications due to AD and SB X
Product improvements made by manufacturer or previous operators X
D. AD STATUS RECORDS (Note 1)
Applicable AD list X
Method of compliance, physical records of compliance (EOD, AMOC), including reference to AD, SB X
Remaining time for the next action to a recurrent AD X
E. SB/SIL ACCOMPLISHMENT RECORDS
Signed works (TC, EOD, etc.) X
F. MAJOR REPAIR/ALTERATION RECORDS
Repair/sketches/drawings authorizations (RDAS or similar) X
SB, STC, modifications and EOD X
Flight tests reports X
Regulatory forms for major repairs and alterations (Example: FAA form 337) X
2. AIRCRAFT RECORDS
A. LOGBOOKS
Flight logbook (managed by Avianca’s Operations area) X
Maintenance logbooks (MLB, CLB) X
B. UPDATED AIRCRAFT INSPECTION STATUS
Routine tasks performed during last check X
Non routine tasks performed during last check X
C. MAINTENANCE CHECKS/INSPECTION
Document associated to damages inspections (SDR, NDT report, findings, sketch, SRM copies, RDAS) X
Line checks (Daily/48hrs/Line/ETOPS) and out of phase X
A checks and equivalent X
Heavy checks (release, non-routine, scheduled documents and out of phase) X
Mapping and support documentation X
Special inspections (DFDR, CVR, Compass swing, ELT, GPWS, pitot static, altimeter, navigation
X
equipment, VOR, TCAS)
D. WEIGHT AND BALANCE REPORT X
3. ENGINE AND APU RECORDS
A. LOGBOOKS X
B. OVERHAUL, CHECKS AND HOT SECTION INSPECTIONS RECORDS X
4. COMPONENT RECORDS
A. GENERAL LIST
Hard time component list X
B. OVERHAUL LIST
Time in service since last overhaul (hours/cycles/time calendar) X
Remaining time for the next overhaul (hours/cycles/time calendar) X
C. OVERHAUL RECORDS
Ch. 2, pg. 2.14-6

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TYPE OF RECORD ROUTINE PERMANENT

Disassembly data X
Dimensional log data X
Parts replacement data X
Repairs data X
Re-assembly data X
Reference data (including specifications for overhaul) X
D. SHOP FINDINGS REPORT X
Note: The AD's, SB, alterations/modifications, and repair statuses are managed by the Engineering area through
maintenance software.
The maintenance records will be kept in digital means for a minimum period of 2 years after the aircraft, engine or
component has been permanently retired from service in Avianca.
2.14.5 Maintenance records consultation
The maintenance records are permanently available for consultation in the maintenance software and on the
company's server. In the event that the original maintenance record is required, a request to obtain this record
must be made to the Airworthiness and Regulatory Standards Manager and/or the Training & Records Coordinator
explaining the need or reason to get this record.
2.14.6 Aging inspections records review
Avianca maintains available the aircraft aging records for review by the competent CAAs. According to the
regulatory requirements of each aircraft registration state and to demonstrate that the maintenance of age sensitive
parts and components of the airplane has been adequate and timely enough to ensure the highest degree of
safety.
Aircraft aging records will contain the following information:
• Total years in service of the aircraft.
• Total time in service of the structure.
• Total flight cycles of the structure.
• Date of last aircraft inspection and record review required by this section.
• Updated status of the parts with limited life of the structure.
• Time since the last general repair (overhaul) of all structural components subject to such repair after a certain
service time.
• Up-to-date status of aircraft inspections, including the time since the last required inspection and in accordance
with the inspection program under which the aircraft is maintained.
• Updated status of applicable airworthiness directives, including date and methods of compliance and if an
airworthiness directive requires repetitive actions, the time and date of the next required action.
• A list of major structural alterations.
• A report of major structural repairs and the updated status of inspections for those repairs.
2.14.7 Transfer of maintenance records
At the event of temporary or permanent change of operator, Avianca must make available or transfer, to the new
operator all applicable aircraft, engine, APU maintenance records or at least the required records as specified in
the respective regulation, in the language, form or code as agreed in the contract.
Ch. 2, pg. 2.14-7

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In case of transfer/withdrawal from service an aircraft, Engine and Component installed, Fleet Technical
Management must notify Technical Record area about the return/transfer of the aircraft three month in advance
of the return / transfer date of the aircraft, to prepare these maintenance records for the new operator.
Technical Record area must make a backup copy of the records to be submitted. This copy will be kept for at least
two years after the delivery of the aircraft.
If there is a need to move the records due company convenience reasons, such as the aircraft being delivered to
a new owner/operator in a different place than the main station, Avianca will transfer these records where needed
guaranteeing a complete digital record of these documentation to be used in case of lost.
Ch. 2, pg. 2.14-8

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Section 2.15: Oil record
and consumption
Procedures
monitoring
Authority: Powerplants Engineering Coordinator
2.15 OIL RECORD AND CONSUMPTION MONITORING

Objective
To establish the policy for the control of records and monitoring of oil consumption in the engines / APUs installed
in Avianca's aircraft.
Scope
This process begins with the registration in the maintenance book (MLB), and input of the information to the
maintenance software of the amounts added of oil in the engines / APU and ends with the definition of actions by
the Powerplant Engineering Coordination when the results consumption monitoring as required.
Short Term Maintenance PlanningCoordination
• To receive via email and enter into the maintenance software the information on oil additions in engines /
APUs at stations where there is no access to the maintenance software.
MCC Management
• To manage notifications from contracted maintenance providers (online) related to excessive oil consumption
in engines / APUs and take actions in accordance with the manufacturer's manuals.
• To alert the Powerplants Engineering Coordination area about the situations detected by the contracted
maintenance providers where there is evidence of excessive oil consumption or damage to the system.
Powerplants Engineering Coordination
• To verify in the maintenance software the trends of oil consumption in the engines / APU and generate
preventive or corrective actions.
• To provide support to MCC on issues related to excessive oil consumption in engines / APUs, when required.
The contracted maintenance provider must verify the correct oil level according to the maintenance manual
(according to the effectiveness of the aircraft), evaluate the additions and oil consumption of the last flights (72
hours) and if necessary, add the quantity required and register it in both MLB and maintenance software. If you
detect excessive oil consumption, you must notify MCC. For stations where there is no access to the operator's
maintenance software, the contracted maintenance provider that performed the oil service must send the
information via e-mail to the emails specified in the numeral “Messages for entering reports to the oil service.
maintenance".
The email must contain the following information:
• Attached copy of the MLB sheet where the oil addition was recorded
• Aircraft registration
• Number of quarts of oil added.
• Date
• Station
• Engine position to which oil / APU was added.
• Flight number
• WO number.
Ch. 2, pg. 2.15-1

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Section 2.15: Oil record
and consumption
Procedures
monitoring
Authority: Powerplants Engineering Coordinator
The Powerplants Engineering Coordination area performs the monitoring of oil consumption in engines / APUs
through maintenance software. In this way, each time an addition is made, the contracted maintenance provider
must make the entry or notification of this, as follows:
• Perform oil service entry into the MLB, including:
- The amount added in quarters.
- The position of the engine to which it was added or APU.
- Reference of the manufacturer's manual used.
• Maintenance Software: Access to maintenance software (applies to stations with access to this software)
• Notification to Short Term Maintenance Planning Coordination for stations where there is no access to
maintenance software as specified above.
In the case of oil additions related to scheduled tasks within a service package and with an assigned WO number,
it is not necessary to register this task in MLB.
The technical discrepancies reported in line maintenance of excessive oil consumption are verified by MCC staff,
based on the communications delivered by the contracted maintenance provider who, in these cases, verifies the
consumption limits in the maintenance manuals and if required, take immediate corrective action.
The MCC area, if required, contacts Powerplants Engineering Coordination for additional recommendations and
verification of the engine / APU monitoring and control software. Powerplants Engineering Coordination follows up
on the affected motors / APUs, in order to generate actions to improve performance with the correction of faults in
the system, as well as with the information collected from the monitoring; notify manufacturers by the agreed
means. This information serves as an input to the engine / APU oil consumption program.
Records of the amount of oil added are stored digitally in the maintenance software. For the management of
physical records see "Continuous airworthiness maintenance records” process, available in this manual.
Ch. 2, pg. 2.15-2

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Section 2.16: Airworthiness
Directives Management
Procedures
(ADs)
2.16 AIRWORTHINESS DIRECTIVES MANAGEMENT (ADs)

Objective
To define the process to obtain and evaluate the mandatory airworthiness information (such as Airworthiness
Directives - ADs and their Alert Service Bulletins and the recommendations of the organizations responsible for
the type design) as well as its implementation in the Avianca fleet as applicable.
Scope
This process begins with the periodic review of the issuance of the Airworthiness Directives generated in the
Biweeklies of the design / registration / operator state CAAs and ends with the implementation of the airworthiness
directives applicable to the Avianca.
• To review the issuance of the ADs on the pages of the applicable CAA.
• To analyze each Airworthiness Directive for effectiveness.
• To distribute the Ads.
• To implement the ADs that affect the Maintenance Program and MEL.
• To carry out control over the present process.
• To create the ADs in the maintenance software.
• To process Alternate Methods of Compliance (AMOC), when required for ADs related to the Maintenance
Program and MEL.
• To control and update the maintenance software, the information, in order to ensure the correct control of the
ADs related to the Maintenance Program and MEL.
• To determine applicability and generate work instructions for inspection, modification, repair, or specification
change, as necessary, to meet AD requirements.
• To ensure that the Airworthiness Directives are processed in a timely manner.
• To process Alternate Methods of Compliance (AMOC), when applicable.
• To generate ADs compliance documents and ensure that all required AD steps are clearly established in the
compliance document (EOD / AFM / QRH).
• To control and update the maintenance software with the information, in order to ensure the correct control
of the AD.
• For aircraft incorporated to company, update the maintenance software with the status of ADs received, in
order to ensure the correct control of the AD.
For used aircraft to be incorporated into the Avianca fleet:
• Review the ADs compliance documents previously incorporated by the previous operator in order to ensure
that all the required steps of the AD are clearly documented in the compliance document (EOD or equivalent
document / MP / MEL / AFM / QRH).
• To deliver the updated ADs status of the previous operator to the Technical Operator Director and support
areas, as required.
Ch. 2, pg. 2.16-1

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Procedures
(ADs)

• To guarantee compliance with each of the Airworthiness Directives issued and / or adopted by the state of
registration and operation of Avianca 's aircraft, engines, and components.
• To manage records of compliance with the Avianca Airworthiness Directives in accordance with the
guidelines defined in this manual.
Planning Management
• To ensure resources, plan, coordinate and schedule within the established times, compliance with the
Airworthiness Directives.
Flight Standards Management
• To incorporate in the aircraft, the ADs related to changes to the AFM in the times established by the
Engineering areas.
• To provide feedback to the Engineering areas the date of incorporation of the AD in each applicable aircraft.
• Avianca is responsible for complying with each of the ADs issued and / or adopted by the state of operation
and registration.
• These guidelines can be divided into two types:
1. Airworthiness Directives
2. Emergency Airworthiness Directives
• If the related Service Bulletin in the AD has been implemented prior to the issuance of the AD, any deviation
from the Service Bulletin instructions must be corrected prior to the AD compliance date, either by
implementation or through of obtaining a deviation from the AAC.
• All ADs are controlled through maintenance software.
• If an AD is applicable to a product and it has been altered / modified / repaired and is not in correspondence
with the AD, an Alternate Method of Compliance (AMOC) must be requested for the alteration / modification
/ repair that prevents compliance. of the AD. If an AMOC is not granted, the AD must be met without
deviation.
• If an AD refers service document (s) (e.g., Service Bulletins, Service Letters, etc.) for compliance and the
conditions of the service document (s) are in conflict with the AD, the conditions of this last.
2.16.2 Emergency ADs
An emergency AD is issued when an unsafe condition exists that requires immediate action by the operator.
This type of AD is sent directly by the applicable CAA to the Airworthiness and Regulatory Standards Management,
for its management and implementation, who must confirm receipt of the emergency AD by answering the email.
Additionally, the Maintenance Programs area has a subscription to the ADs pages of the applicable CAAs and the
emergency AD is received by electronic means.
After receiving the emergency AD, the Maintenance Programs area must send an evaluation request to the
applicable specialist Engineering area.
2.16.3 Alternative Method of Compliance – AMOC
Avianca may propose to the CAA issuing an airworthiness directive an alternative method of compliance or a
change in compliance times, as long as the proposal provides a level of security equivalent to the requirements
established in the Airworthiness Directive.
Ch. 2, pg. 2.16-2

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Procedures
(ADs)
The specialist Engineering area responsible for managing the affected AD must update the maintenance software
when using an AMOC.
Avianca will only use the following 2 types of AMOC:
a. An AMOC issued specifically to Avianca, or
b. A "Generally Applicable AMOC", commonly known as a "Global AMOC". A Global AMOC applies to two or
more operators and can be used to obtain an AMOC for multiple serial numbers or makes and models specified
in the AD.
2.16.4 ADs management
The ADs management process consists of the following parts:
2.16.4.1 Reception, creation, and distribution
The Maintenance Programs & Technical Publications Coordination:
• Has access to the ADs websites of the applicable CAAs in order to review biweekly those that have been
issued and apply to the Avianca fleet.
• As an additional control, the area has a subscription to the ADs websites of the applicable CAAs; These are
received by electronic means.
• Identifies (from the sources specified above) each applicable AD (by make and model) according to the
aircraft, engines and components that make up the Avianca fleet.
• Request evaluation of the new or revised ADs to the specialist Engineering areas through maintenance
software.
2.16.4.2 Evaluation
The Maintenance Programs area is responsible for:
• To analyze if the MP and / or MEL are affected and, if so, make the respective notifications.
The Engineering areas, according to the specialty, are responsible for:
• For each AD, analyze and record in maintenance software:
- Applicability.
- Generate compliance document, if applicable.
- Analyze if MP, MEL, AFM or QRH are affected and if such, make the respective notifications.
2.16.4.3 Planning and provisioning
The Engineering area in charge of the AD coordinates with the areas involved, the necessary resources to meet
the AD requirements, ensuring proper planning and provisioning.
2.16.4.4 Implementation
The Planning area ensures compliance with the AD in accordance with the guidelines established in the
Maintenance Planning process specified in this manual.
2.16.4.5 Control
The Airworthiness Directives (AD) status identifies the applicable and non-applicable ADs including their revision
or amendment number; the status is available through the maintenance software. Each Engineering area,
according to its specialty, and / or the Maintenance Programs area is responsible for the information presented in
this report and must contain at least:
Ch. 2, pg. 2.16-3
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(ADs)
• AD number and revision number, if assigned and the effective date.

• AD matter.
• Compliance method (e.g.: Inspection, modification, AFM, among others).
• Service documents incorporated by reference.
• Type of AD (repetitive, single action, strict action, N / A).
• Document (s) of compliance.
• The hours or total cycles of the aircraft, engine, or component, as the case may be. If the AD requires a
recurring action, the date when the next action is required. Only the last fulfilment is recorded in the status.
• The part (section or item) of a multi-part AD and the method of compliance if the AD allows one to be chosen.
2.16.4.6 Records
• AD printed.
• Document of compliance (EOD, Shop dirty fingerprint, etc.)
• Document of verification of the AD, if applicable.
• AMOC and notice of use of AMOC (as applicable)
An AD is considered a permanent record of the aircraft and for that reason, it must be maintained for as long as
the aircraft is in the Avianca Operations Specifications in accordance with the "Retention times of maintenance
records" section of this manual.
Ch. 2, pg. 2.16-4

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Chapter 2: Maintenance Section 2.17: Documents
Procedures Issued by Engineering
Authority: Structures Engineering Coordinator
2.17 DOCUMENTS ISSUED BY ENGINEERING

Objective
To define the responsibilities and general guidelines for the implementation of mandatory and non-mandatory
maintenance actions through the use of documents issued by Engineering.
Scope
This process begins with the need to prepare an Engineering document in accordance with the technical provisions
issued by manufacturers, authorities, an issuer of an approved technical data or an operational need and ends
with the issuance of the same, the notification to the manufacturer and / or to the applicable civil aviation authority
and updating of records in the maintenance software.
• It is responsible for the issuance of all Engineering documents and their incorporation into the maintenance
software in accordance with the provisions of the manufacturer, the applicable CAA. an issuer of an approved
technical data or in accordance with an operational need.
The manufacturer, the authority, an issuer of an approved technical data or for an operational need, both
mandatory and recommended, which must or can be incorporated into the fleet through modifications, inspections,
repairs, or others.
The maintenance instructions provided by Engineering can be designed, according to the work to be carried out,
using an EOD / EO, in a JIC / EWO or in an RDC. These documents are issued in accordance with internal
technical procedures (See "Technical Procedures" section of this manual).
2.17.2 Engineering Order Document / Engineering Order (EOD/EO)
The Engineering Order Document / Engineering Order is a document issued by the Engineering areas (according
to their specialty) through the Maintenance Software (refer to the Forms Manual) which provides information
supplied (by the manufacturer, the authority or an issuer of an approved technical data) of the effectiveness,
materials, tools, man hours and compliance instructions, for the incorporation of Service Bulletins, Airworthiness
Guidelines, major or minor alterations, repairs, among others.
2.17.3 Job Instruction Card JIC / Engineering Work Order (JIC/EWO)
The Job Instructions Card / Engineering Work Order is a document issued by the Engineering areas (according to
their specialty) through the Maintenance Software (refer to the Forms Manual) which provides maintenance
instructions for minor alterations, fleet campaigns, troubleshooting, testing, removal, and installation of
components among others.
2.17.4 Repair & Damage Inspection Control (RDC)
The Repair & Damage Inspection Control is a document issued by the Engineering areas (according to their
specialty) through the Maintenance Software (refer to the Forms Manual) which provides maintenance instructions
for repairs or inspections.
Ch. 2, pg. 2.17-1

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Section 2.18: Incorporation
of service bulletins and
Procedures
non-mandatory documents
2.18 INCORPORATION OF SERVICE BULLETINS AND NON-MANDATORY DOCUMENTS

Objective
To establish a control of the analysis, incorporation and compliance of the service bulletins and non-mandatory
documents.
Scope
This process begins with the receipt of the documents issued by the manufacturer (OEM) or due to an operational
need and ends with the issuance of an Engineering document and notification of compliance to the manufacturer,
if applicable.
• To analyze mandatory service bulletins applicable to Avianca's fleet and components and ensure their
incorporation through an Engineering document in the maintenance software. Likewise, report to the
manufacturer the incorporation of service bulletins when applicable.
• To analyze the Service Bulletins and non-mandatory Service Letter free of charge, as well as the documents
of high recommendation by the manufacturer and documents associated with systems with the greatest impact
from the point of view of reliability; Once each document to be incorporated is analyzed and defined, the
Operator’s Technical Director must be notified in order to obtain its acceptance, carry it out through an
Engineering document and finally report compliance with the service bulletin to the manufacturer.
• To generate engineering documents related to non-mandatory operational needs in the maintenance software
when required.
• To receive the technical documentation from the manufacturer applicable to the fleet and Avianca components
and distribute it to the area in charge through the maintenance software in accordance with the guidelines
required by the operator.
• To request to the Engineering areas to analyze documents issued by the manufacturer in accordance with the
needs of the operation.
• To receive and validate requests for the implementation of non-mandatory documents by engineering, in order
to issue a recommendation, in order to obtain the approval or rejection of the Operator Technical Director.
Technical Operator Director
• To approve or reject the implementation of non-mandatory documents.
2.18.1 Management for the incorporation of service bulletins and non-mandatory documents
• The manufacturer (OEM) issues service bulletins (SB) and technical recommendations to improve the safety
and reliability of aircraft or components. The Engineering area, depending on the specialty, analyzes the
incorporation of technical documents to maintain continued airworthiness and implement the actions deemed
necessary.
• The Engineering area, depending on the specialty, performs the analysis and if according to this it determines
the implementation of a SB or non-mandatory document, an Engineering document will be issued through the
maintenance software with the compliance instructions.
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Procedures
non-mandatory documents
• The implementation of non-mandatory documents must be approved by the of Technical Operator Division.
• The engineering area, depending on the specialty, ensures the correct projection of the document in the
• Compliance with service bulletins (SB) must be reported to the manufacturer (OEM) when applicable.
• The consolidated documents implemented in the aircraft and / or components are shown through the
Ch. 2, pg. 2.18-2

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Section 2.19: Modifications
Procedures
Authority: Interiors Engineering Coordinator
2.19 MODIFICATIONS
Objective
To establish the adequate guidelines for the definition and control of the incorporation of modifications in the
aircraft, the engine, or aircraft components, ensuring continuous airworthiness.
Scope
This process begins with the receipt of the documents issued by the manufacturer (OEM) or engineering service
providers (which are required to be analyzed due to an operational need) and ends with the issuance of an
Engineering document and notification of compliance to the manufacturer or CAA if applicable.
• To analyze the documents that the manufacturer (OEM) or the engineering service providers issue to
incorporate an alteration or modification, as well as the preparation and issuance of those engineering
documents by means of which said alterations or modifications are incorporated, complying with the provisions
of the manufacturer and the applicable CAA, and its correct entry into the maintenance software.
• To guarantee that all supporting documentation associated with a modification, such as engineering studies,
electrical load analysis, structural analysis, electrical or schematic diagrams, instructions for continued
airworthiness (ICA), and / or any other that is required, are access to file in the Technical Records area. For
this, each engineering area will allocate a digital folder within the Office 365 tools in Share Point and, the
specialist engineer in charge of the study of each modification will link this destination to the engineering
document by means of which it will be loaded into the software of maintenance.
• To each engineering area, according to the specialty, according to the applicable ATA, is responsible for
registering in the maintenance software the major modifications made before the aircraft enters the company
based on the report received. For aircraft from a previous operator this report will be delivered by the Fleet
Technical Management area and for aircraft received new this report must be delivered by each manufacturer.
• To guarantee that major alterations or modifications are made in accordance with the data approved by the
State of registry.
Planning Management
• To plan, coordinate and schedule the work to be carried out for the incorporation of alterations or modifications
within the times established by the maintenance software.
2.19.1 Criteria for classifying major / minor alterations and data approval requirements
In addition to the scope of its own definition, which allows classifying when an alteration or modification is major
or minor, modifications in general include the following actions:
a. Removal of parts, components, or systems.
b. Replacement of parts, components or systems with different parts, components, or systems.
c. Adding new parts, components, or systems
d. Physically alter or change the geometry and / or function of a part / component or system.
The alterations or modifications classified both minor and major are controlled and incorporated in the aircraft
complying with the general provisions of the documents generated by Engineering. However, the specific
Ch. 2, pg. 2.19-1

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guidelines for the control and management of alterations and modifications classified as major are defined by the
Engineering areas.
If the modification or evaluation is going to be incorporated through an STC (Supplemental Type Certificate), this
will always be considered as a major modification.
Aircraft manufacturers (OEMs) have the power to determine directly in their Service Bulletins if a modification or
modification is major or minor.
NOTE 1: If the OEM does not establish the category of an alteration or modification, the specialist engineer who
analyses the Service Bulletins should consult the manufacturer to determine if it is major or minor.
NOTE 2: In spite of the fact that an alteration or modification may be originally classified as minor, after the analysis
of complexity or scope of the work or based on the provisions of this manual, the specialist engineer who analyses
the Service Bulletin may change its classification to a major alteration or modification, always in consensus with
the Airworthiness and Regulatory Standards Management.
In addition to those established by its own definition or the category assigned by an aircraft manufacturer (OEM),
a CAA or an engineering service provider; Major Alterations or Modifications include:
a. Major alterations or modifications in aircraft systems: The alterations or modifications of the following
systems, when they are not listed in the aircraft specifications issued by the manufacturer and accepted by
the proper CAA, as applicable, are considered major alterations or modifications if the aircraft is affected in
one or more of the following options:
• Changes in empty weight that result in an increase in the maximum certified weight or in the limits of the
center of gravity of the aircraft.
• Changes in the basic design of the fuel, oil, cooling, heating, cabin pressurization, electrical, hydraulic,
deicing or exhaust systems.
• Changes to the wing or to fixed or moving control surfaces that affect flapping and vibration characteristics.
• Major alterations or modifications to the power plant when they are not included in the aircraft's operating
specifications.
• Substantial changes in software elements or configuration that may significantly alter the performance of
the aircraft or its performance in flight.
• Alterations or modifications to the basic design that have not been carried out in accordance with the
manufacturer's recommendations (OEM) or in accordance with an airworthiness directive (AD)
• In addition, changes in the basic design of radio communication equipment and navigation equipment
approved under type certification (TC) or a standard technical order (TSO) that have an effect on
frequency, stability, noise level, sensitivity, selectivity, distortion, false emission, reception, environmental
control characteristics, or the ability to satisfy the test conditions in the environment and with other changes
that have an effect on the performance of the equipment, are also major alterations or modifications.
b. Major alterations or modifications in the aircraft structure: The alterations or modifications of the following
parts, when they are not listed in the aircraft specifications issued by the manufacturer and accepted by the
proper CAA, as applicable, are considered major alterations if they affect the structure of the aircraft:
• Wings.
• Vertical and horizontal stabilizer.
• Pressurized fuselage.
• Engine mounts.
• Flight Controls system.
• Landing Gear.
Ch. 2, pg. 2.19-2
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• Elements of a primary structure that include: frames, stringers, ribs.

• Hydraulic and electrical actuator system of components.
The following types of alterations or modifications are also considered major alterations or modifications of
the structure:
• Changes to empty weight or empty balance that cause an increase in the maximum certified weight or
changes in the limits of the aircraft's center of gravity.
• Changes to the basic design of the fuel, oil, cooling, heating, cabin pressurization, electrical, hydraulic,
deicing or exhaust systems.
• Changes in planes or in fixed or movable control surfaces that may produce vibration characteristics.
c. Major alterations or modifications in Powerplants and APU: The following alterations or modifications to
the powerplant or APU when they are not listed in the specifications issued by the manufacturer and accepted
by the proper CAA as applicable, are major alterations or modifications:
• The conversion of an aircraft engine from one approved model to another includes changes in the
compression ratio, in the propeller reduction box, the drive gear ratio or the replacement of the main parts
of the engine. Requiring extensive rework and testing of the engine.
• Changes to the engine by replacing the structural parts of the engine with parts that are not supplied by
the original manufacturer or parts that are not specifically approved by the proper CAA.
• Installation of an accessory that is not approved for the respective engine.
• Removal of accessories that are indicated as necessary equipment in the aircraft or engine specification.
• Installation of structural parts other than the type of parts approved for the installation.
• Conversions of any class for the purpose of using fuel of a different category or octane than that listed in
the engine specifications.
d. Major alterations or modifications to devices or accessories: in the basic design that are not in
accordance with the recommendations of the manufacturer of the device or accessory, or with the
airworthiness guidelines of the state of design and / or manufacture or of the CAA, as applicable, are major
alterations of devices or accessories.
2.19.2 Requirements for technical studies, technical data and management of alterations or modifications
The minor alteration or modification will be based on technical studies that are "acceptable" for the aircraft
Registration CAA. Acceptable data for minor alteration or modification, in addition to the scope of its own definition,
includes methods, techniques and practices that are acceptable to the regulations established by the proper CAA
as applicable.
The major alteration or modification will always be based on Approved Technical Data for incorporation and in
general are study data specifically approved by a CAA. If the aircraft does not deviate from its airworthiness
standard, this is not required.
Note 1: EASA approved data becomes FAA approved data through bilateral agreements.
Every time that a major modification is embodied in an aircraft or component, the maintenance provider must
contact the Technical Representative, who communicates with the Engineering areas (according to their specialty),
to gather the information about the utilization data of the aircraft, engine or component involved, in order to record
that utilization data in the form required by the CAA from the aircraft´s state of registry for signing off Major
Alterations. When the major Alteration takes place, the maintenance provider is in charge to send the FAA 337
form to the FAA so as to conclude the modification process.
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The completion, acceptance and handling of the documentation that is generated during the fulfillment of a
modification or alteration (Including FAA 337 Forms or equivalent) are the responsibility of the contracted
maintenance provider that performs the work.
The guidelines with the information required for compliance with the Technical Data of alterations or modifications
classified as major, according to the applicable CAA of the state of registration, are established by the Engineering
area.
The engineering service providers may obtain Technical Data approvals for any major alterations or modifications
by any of the following means:
a. An authorized designee of the CAA (DER) or its equivalent.
b. Approved regulated sections of engine manuals and structural repair manuals.
c. Manufacturer Approved Drawings, Approved Service Bulletins, Supplemental Type Certificates (STC),
Standard Technical Order Approval (TSOA), PMA 'S, Airworthiness Directives (AD), etc.
Note 2: A No-Technical Objection (NTO) of the type certificate holder (TCH) or the production approval holder
(PAH) is not acceptable information as Technical Data, as it DOES NOT transmit the regulatory approval required
for a major modification or alteration.
To maintain the altered or modified aircraft, system or component in airworthiness conditions, maintenance
information of major modifications may include:
a. Additional maintenance instructions.
b. Supplementary information for the product maintenance manual or Illustrated Parts Catalog (IPC).
c. Supplemental information for product ICAs.
d. Supplementary information for articles or maintenance manuals for household appliances or CPI.
e. Any other information required to maintain the product in airworthy conditions.
Alterations or modifications related to the aircraft interiors configuration changes can be supported by Technical
Engineering Studies and are classified as minor, and, only if the work includes changes in the aircraft standard of
airworthiness, they will be classified as major, and in this case, they may be approved by a Designated Engineering
Representatives recognized by the CAA (e.g. through FAA Form 8110-3 or equivalent document of the CAA of
the State of certification of the product). This authorization must be designated by aeronautic product certification
Country.
Note 3: A FAA Form 8110-3 or equivalent document only is required when supporting Technical Data for an
alteration or modification.
Note 4: The contracted maintenance provider must complete the corresponding procedures with the CAA and
must deliver to the operator a copy of the FAA 337 form or equivalent and the major alteration or modification
compliance records.
2.19.3 Control and management of alterations or major modifications
The criteria for the control and management of major alterations or modifications are in accordance with the
regulation instructions applicable to an aircraft in the Avianca’s fleet.
The above criteria describe the elements of an aircraft that are involved in a major alteration or modification and
are generally changes that do not appear in the operation specifications of the aircraft or that are not part of the
original type certificate or that are not part of the TSO approval for the item involved.
All major alterations or modifications incorporated into the aircraft, aircraft engine, or on-board equipment will
require an RII signature according to the "Required Inspection Items (RII)" section of this manual.
Ch. 2, pg. 2.19-4

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The specialist engineer must prepare an Engineering Order for the incorporation of each major alteration or
modification, collect all the documentation and update the maintenance software.
All engineering orders for major alterations or modifications are routed to aircraft records for permanent filing.
The guidelines with the necessary instructions for the control and management of alterations and modifications
classified as major are defined by the Engineering area.
Ch. 2, pg. 2.19-5

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Section 2.20: Repairs
Procedures
Authority: Structures Engineering Coordinator.
2.20 REPAIRS
Objective
To define general responsibilities and guidelines for the handling of repairs performed on Avianca aircraft and their
components.
Scope
This process begins with the need to incorporate a repair in an aircraft or component and ends with the registration
of the accomplishment of it through technical records.
Involved Areas and Responsibilities
• To verify the correct record of major repairs in the Maintenance Software by contracted maintenance providers
and Workshops with access to this Avianca system.
• To register in the Maintenance Software the major repairs made before the aircraft entered in the airline
according to the report delivered by the Technical Fleet Management.
• To register in the Maintenance Software the major repairs performed in a workshop without access to the
Avianca Maintenance Software.
• To obtain approval by the manufacturer of any deviation necessary to perform a repair of an aircraft, engine,
or component when it is installed on the aircraft.
• To obtaining approval from the manufacturer and the authority (when necessary) to perform any repair
classified as major on the aircraft, engine, or component when it is installed on the aircraft.
• To send the approved data in a timely manner to the contracted maintenance provider when a technical
request to the manufacturer is necessary, by the means provided for such communication.
• To verify that major repairs incorporated to an aircraft, engine or component installed on it, by a contracted
maintenance provider, contain in their support documents the required forms for the applicable CAAs.
• To verify that those components that have incorporated a major repair in a workshop, have within their
documents the RTS.
• To inform the MCC area in case of any operational restrictions of an aircraft because of a repair.
In addition to the above responsibilities, The Structures Engineering area is responsible for:
• Asking the manufacturer for the approved data of a repair classified as major, when it is made by means of
instructions delivered in a Technical Request, when the aircraft is in AOG or Heavy Check condition.
• Verifying the correct registration of Minor Structural ATA Repairs in Aircraft Mapping when applicable.
• Recording in the Aircraft Mapping the Minor Repairs of Structural ATAs from previous operators and from an
incorporation service, when applicable.
• Registering in the Aircraft Mapping, the concessions of structural ATAs issued by the manufacturer, during the
incorporation of the aircraft to the airline.
• Recording in Component Mapping, Minor Structural Repairs performed to Main Structural Components, by a
Workshop that does not have the Avianca Maintenance Software, when applicable.
• To deliver to each engineering area (as per the applicable ATA specialty), a report of the major repairs made
to the aircraft and its components during an incorporation service performed by a contracted maintenance
provider that does not have the Avianca Maintenance Software.
• To send to each engineering area (as per the applicable ATA specialty), a report of the major repairs made to
the aircraft and its components prior to the incorporation service to the airline.
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• Deliver to each engineering area (as per the applicable ATA specialty), a report of the concessions delivered
by the manufacturer of an aircraft, during its incorporation into the airline.
• To provide the Structures Engineering area with a report of the minor structural ATAs repairs recorded in the
Mapping of an aircraft and its components, which have been carried out before and during the incorporation
service to the airline.
MCC Management
• To inform each engineering area (as per the applicable ATA specialty), the performance of a major repair on
the aircraft during a line service by a contracted maintenance provider.
• To record major and minor repairs of structural ATAs in the Mapping of an aircraft and its components, when
applied, performed during a line service, by a contracted maintenance provider that does not have the Avianca
Maintenance Software. This work can be done using the Structures Engineering technical support.
• To inform each engineering area (as per the applicable ATA specialty), the performance of major repair on the
aircraft during a different service than line by a contracted maintenance provider.
Technical Supply
• To send to the engineering rea (as per the applicable ATA specialty) through maintenance software,
documents received from a component sent to the workshop, to which a major repair has been incorporated.
• To request the applicable RTS for those components that have been repaired by a workshop that does not
have the Avianca maintenance software, or for those components purchased by the airline.
Repairs that are necessary to ensure the airworthiness of Avianca aircraft and components are carried out in
accordance with the instructions of the maintenance manuals issued by the manufacturer for each type of aircraft
or component. In the event that the instructions are not contained within such manuals, the engineering area
consults the manufacturer for repair instructions, which must be delivered by the manufacturer and approved by
the applicable authority when the repair is found to be major. Once these instructions have been received, they
must be delivered to the contracted maintenance provider by means of a work order or through an engineering
document.
In case it is necessary to make a deviation to the instructions or materials to be used in a repair, it must be carried
out in accordance with the guidelines of the manufacturer's manuals.
If the necessary deviations are not available in the manufacturer's manuals, approval must be sought from the
aircraft manufacturer and in the case of a major repair, from the aeronautical authority of the country of registration
as applicable. If the contracted maintenance provider finds that a deviation is required, it must request the operator
to make a Technical Request with the manufacturer. In those cases, in which the contracted maintenance provider
has the capability to raise the Technical Request, an authorization from the operator representative must be
obtained.
Any technical request of the manufacturer involving a deviation for the completion of a repair must be attached to
the register of the repair.
Approvals for major repairs and deviations from such repairs not covered by the manuals, are performed by the
manufacturer with the authority of the country of design.
All major repairs must be executed under an approved data. Where the data for major repair is approved by the
authority of the country of design, it is understood as approved by the country of registration of the aircraft. The
responsibility of the operator lies in ensuring that such approval is delivered by the manufacturer, when applicable.
Ch. 2, pg. 2.20-2
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In all cases, such approval must be sent to the contracted maintenance provider to be included in the technical
records.
Repairs classified as major by the maintenance provider must follow policies and processes approved by its
regulatory authority.
Repairs performed in accordance with manufacturer's manuals or those performed by technical request classified
as minors do not require additional approvals by the authority to support the RTS of an aircraft.
Avianca incorporates in its fleet major repairs whose instructions have been obtained from the manufacturer of the
aircraft or component installed and approved by the applicable authority. It may also incorporate major repairs
designed by a third party representative of the applicable authority as long as they have been approved by the
applicable CAA of country aircraft registration.
The contracted maintenance provider must always provide the operator, in addition to the documentation
supporting such repair, the FAA Form 337 or a workorder with its corresponding RTS for major repairs performed
on an aircraft or component installed on it.
The contracted maintenance provider must inform the operator through MCC or the Technical Representative as
applicable the incorporation of a major repair into a Avianca Aircraft.
Major and minor repairs performed on components not installed on aircraft must have in their documents in addition
to the repair documents, RTS delivered by the workshop where the repair was performed.
The contracted maintenance providers that have access to Avianca’s maintenance software must inform through
it, to the Engineering area (according to the specialty), the performance of a major repair in one of the Avianca
components.
Avianca may not install a repaired component in the workshop, which has incorporated a major repair with data
not approved by the relevant authority.
Avianca will not accept the FAA Form 337 of an aircraft that has been in maintenance service, in which a major
repair has been implemented without the corresponding approved technical data, or minor repair without the
reference of the corresponding technical data accepted and/or approved as applicable.
All repairs performed on aircraft or Avianca components by a contracted maintenance provider are recorded in the
Maintenance Software by numerical references that give access to documentation that supports compliance with
the airworthiness requirements stored in the area of technical records.
The filling out, acceptance and handling of the documentation generated during the fulfillment of a repair are the
responsibility of the contracted maintenance provider who performs the work.
Any repairs incorporating an operational limitation into the aircraft are immediately communicated by the
engineering area to the MCC area through the maintenance software for the handling of the restriction.
2.20.2 Repairs classification
Since it is the operator's responsibility to classify the repairs made to aircraft and components from major and
minor; and considering that major repairs are not contained within the manuals approved by the aircraft and
components manufacturers, and that its accepted/approved data is obtained from the manufacturer/third party and
that when they are major must be approved by the relevant authority and implemented in accordance with the
authority accepted practices, and supported by the manufacturer or third party criteria, Avianca classifies the
repairs in accordance with the following guidelines:
Ch. 2, pg. 2.20-3

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2.20.3 Structural repairs

Repairs of components and aircraft of ATAs controlled by Structures Engineering area shall be classified as
follows:
a) Repairs carried out in accordance with the instructions in the manuals accepted by the manufacturer shall be
classified as minors.
b) For Airbus, repairs carried out in accordance with the instructions provided by the manufacturer after a
Technical Request with the manufacturer are classified while maintaining the category given by the
manufacturer to the approved data issued to support such repair.
c) For Boeing, for all consults involving an CAA’s approval, the repair is classified as major.
2.20.4 Powerplant Repairs
Repairs of components and aircraft of ATAs controlled by the Powerplant Engineering area shall be classified as
follows:
a) Repairs made with the engine installed on the aircraft, carried out following the instructions of the manuals
approved by the manufacturer or by Technical Request, are classified as minor.
2.20.5 Repairs in aircraft and avionics components
Repairs of components and aircraft of ATAs controlled by the area of Avionics shall be classified as follows:
a) Repairs made on the aircraft, carried out following the instructions of the manuals approved by the
manufacturer or by Technical Request, are classified as minor.
b) The repairs made in the landing gear and its structure are handled as structural repairs.
For the other types of components:
a) Repairs made on wing, carried out following the instructions in the manuals approved by the manufacturer or
by consultation, are classified as minor.
2.20.6 Repairs in components from cabin, interiors, and IFE
Repairs of components and aircraft of ATAs controlled by the Interiors Engineering area shall be classified as
follows:
a) Repairs made on the aircraft, carried out following the instructions of the manuals approved by the
manufacturer or by Technical Request, are classified as minors
Ch. 2, pg. 2.20-4

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Procedures Structure Maintenance
2.21 AIRCRAFT STRUCTURE MAINTENANCE

Objective
To define the responsibilities and general guidelines for the maintenance of the airworthiness of the structure of
the aircraft of the Avianca’s fleet. This process includes provisions to include inspections within the maintenance
program and the correct control of structural damage and repairs, registered not only to the aircraft (fuselage), but
also to its main structural components (Flight Control Surfaces, Inlet cowl, Fan Cowl, Reversals and Exhaust,
doors, windows, etc.).
Scope
This process begins with the control of the maintenance tasks of the structure of an aircraft in the Avianca’s fleet
from its incorporation to its return or withdrawal.
Structures Engineering Coordination
• To maintain updated in the maintenance software the registry and control of damages and structural repairs
of each one of Avianca’s aircraft.
• To ensure the control of repetitive inspections derived from structural damage or repair, through work orders
or Engineering documents.
• To control structural repairs and alterations that may affect structures Fatigue Critical Structure (FCS), in
accordance with the provisions of the "Operator Implementation Plan" manual.
• To control and update in the maintenance program the Structural Inspection Program and the Corrosion
Prevention and Control Program (CPCP) in accordance with the recommendations of the aircraft manufacturer
and to manage with the Airworthiness and Regulatory Standards Management area the approval process
before the corresponding CAA.
2.21.1 Structural damages and repairs control
Avianca will keep within its maintenance software the registry and updated control of damage and structural repairs
of each of Avianca's aircraft found during daily operation and during maintenance checks. This registry (or
structural mapping) can be consulted to demonstrate the damage control and repairs of the aircraft to the CAAs
or to the crews during transits or audits.
In the cases specified within Avianca's internal procedures, structural damage (only between ATAs 51 to 57 and
main structural components) must be recorded in the Structural Damage Report (SDR) (Refer to the Forms
Manual), except for the following items that must not be included in the structural mapping and, which are
controlled through WO’s that can be consulted in the maintenance software:
• Those located in fan blade, thermal blankets of nacelles, radome, floor panels, seat tracks, lining panels, seals.
• Cosmetic damage (only paint is affected)
Avianca will incorporate all repetitive inspections derived from structural damage or repair, through work orders or
Engineering documents and will be controlled through maintenance software. These inspections, which are carried
out to ensure continued airworthiness, will be based on technical data issued by the aircraft manufacturer.
The contracted maintenance provider is responsible for:
• Register the WO’s derived from a structural damage or repair in the maintenance software as “structural
damage”
Ch. 2, pg. 2.21-1

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Procedures Structure Maintenance
• Digitally mark (damage or repair location) on the corresponding aircraft chart in the mapping of the
maintenance software so that it assigns an identification number for the control of the repair or structural
damage.
• Thereafter, it must be included in the structural item registered in the maintenance software, a digital copy of
the documentation used to evaluate/repair the damage. This documentation is required within the internal
procedures of Avianca.
Once the damage or evaluation has been registered in the maintenance software, the contracted maintenance
provider proceeds to physically identify (sticker or as required by the internal procedures of Avianca) on the aircraft
or major structural component where the structural repair/evaluation was performed.
In case the materials for the physical identification are not totally available at the station where the damage was
found, the maintenance provider must create a HIL so that the physical mark is subsequently placed in a main
base.
In case the maintenance software is not available, or the contracted maintenance provider has no access to it,
MCC (for line maintenance) or Structural Engineer (reports different from line maintenance) will register the
information and documentation sent by the contracted maintenance provider as described above.
2.21.2 Fatigue Critical Structure (FCS)
Through the Structures Engineering area Avianca has developed the "Operator Implementation Plan" manual to
manage the adverse effects of repairs and alterations that may affect structures (FCS) Fatigue Critical Structure.
Said document and its updates are approved by the applicable CAA through a letter issued by the PMI. This
manual contains the process and time frames that will be used to obtain and incorporate DTIs (Damage Tolerance
Inspections) to handle the adverse effects of repairs and alterations.
2.21.3 Supplementary program for structural inspections
Avianca, through the area of Maintenance Programs, has incorporated into the Maintenance Program the
Structural Inspection Program and the Corrosion Prevention and Control Program (CPCP), approved by the
applicable CAA, in order to maintain the airworthiness of the structure. aircraft against fatigue damage,
environmental damage, accidental damage, aging deterioration, and possible corrosion damage.
Ch. 2, pg. 2.21-2

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Section 2.22: Design or
layout of passenger
Procedures
accommodation (LOPA)
2.22 DESIGN OR LAYOUT OF PASSENGER ACCOMMODATION (LOPA)

Objective
This process includes provisions that must be met in the aircraft to keep the LOPA (Layout of Passenger
Accommodation) updated under airworthiness standards, considering the safety of passengers and the applicable
certifications regarding the interior configuration of the aircraft. of the company.
Scope
This process begins from the receipt of the aircraft until its return or withdrawal, ensuring that the described
guidelines are fully complied with during the operation of the aircraft at Avianca.
• To keep the LOPA updated in the company's fleets in accordance with the applicable regulations, considering
each and every one of the components that are part of the passenger cabin.
2.22.1 LOPA diagram
Avianca has an updated LOPA diagram applicable to the interior of the cabin by aircraft, which includes locations,
amounts of passenger and cabin crew seats, bathrooms, galleys and exits. The Interior Engineering area updates
this diagram in case a modification of the interior of the cabin is made by distribution, quantity or size of passenger
and cabin crew seats, bathrooms, and galleys.
The LOPA describes the equipment installed in accordance with an approved or accepted technical data and its
installed elements comply with the regulations in accordance with the applicable aeronautical regulations of the
CAAs of the state of operation and registration.
The LOPA is kept available in digital format for consultation on the "Gerencia Ingeniería Interiores e IFE" site of
the O365 SharePoint application, so that the areas of the airline that require it, can access with prior request for
read-only access permissions to Interiors Engineering area.
Ch. 2, pg. 2.22-1

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Chapter 2: Maintenance Section 2.23: Onboard
Procedures Emergency equipment
2.23 ONBOARD EMERGENCY EQUIPMENT

Objective
To define the responsibilities and general guidelines for maintenance and continued airworthiness with respect to
the elements of the emergency equipment on board the company's aircraft and throughout the Avianca fleet.
This process includes provisions that must be met in aircraft through the installation and control of emergency
equipment on board, complying with the applicable and current regulations on medical equipment.
Scope
This process begins from the receipt of the aircraft until its return or withdrawal, ensuring that the described
guidelines are fully met during the operation of the aircraft in the Avianca fleet.
• To define and update the Emergency Equipment Diagram (EED) per aircraft, as well as the lists and content
procedures of the emergency equipment on board, according to the update of applicable regulations delivered
by the Airworthiness area and/or company policies.
Regulatory Standards Coordination
• To inform the Interior Engineering area about the changes in the applicable regulations regarding the quantities
and elements of the Emergency Equipment.
• To control and update the Minimum Equipment List (MEL) and inspection Task Cards for the company's fleet;
with the objective of defining the minimum elements of the Emergency Equipment on board for dispatch and
duly controlling each one of them in terms of expiration, frequency, and scope.
Those elements that are part of the Emergency Equipment and that require specific controls of HT or LL, will
have associated the corresponding requirements in the maintenance software.
Planning Management
• To focus each of the aircraft to comply with the review and / or replacement of the elements of the Emergency
Equipment on board, according to the applicable Task Cards.
Avianca has an Emergency Equipment installed in each of its aircraft in accordance with the provisions of the
applicable regulations, complying with the designated quantities and the locations described within which we find
the following:
• The location of the elements allows:
- A full access and a uniform distribution to be used in emergency situations.
- To have them stored safely, and free of dust, humidity, and harmful temperatures.
• The elements are duly identified with part number and serial or batch / batch number (as applicable) and
marked with the applicable expiration date in accordance with the equipment manufacturer's
recommendations.
• The Emergency Equipment is regularly inspected according to the dates stipulated by Avianca, guaranteeing
that they are valid at the time of the aircraft's operation.
Ch. 2, page 2.23-1

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Chapter 2: Maintenance Section 2.23: Onboard
Procedures Emergency equipment
• The compartments that contain the elements of the emergency equipment are fully identified in accordance
with the applicable regulations.
• The Minimum Equipment list (MEL) has the minimum required quantities of each of the elements of the
Emergency Equipment to facilitate the dispatch of the aircraft.
• Items that have medical supplies or materials inside have an external checklist, listing the quantities and
materials included within it.
• Each item of medical supplies required for emergency equipment is clearly identified and marked to indicate
its method of operation.
2.23.2 Emergency equipment diagram
Avianca has installed in each of its aircraft at least one updated Emergency Equipment diagram applicable to the
aircraft, which provides the spatial locations and quantities of each of the emergency elements on board, facilitating
their location and verification.
The EED is kept available in digital format for consultation in the O365’s Sharepoint site “Gerencia Ingeniería
Interiores e IFE”, so that the areas of the airline that require it can access with prior request for “read-only” access
permissions to the Interior Engineering area.
2.23.3 Onboard emergency equipment elements
The elements of the Emergency Equipment on board are in accordance with the provisions of the applicable
regulations regarding quantities and location in the aircraft of the Avianca fleet.
The content of the updated emergency equipment applicable to each aircraft can be found in the Emergency
Equipment Diagram associated with it.
2.23.4 Onboard emergency equipment verification
The operator contracts a maintenance provider, so that through licensed and authorized technical personnel, can
guarantee the compliance of the general provisions established in the applicable Maintenance Program regarding
condition, required quantities, position, identification number, part number, serial, or batch number (as applicable)
and expiration date.
2.23.5 Onboard replacement of the emergency equipment
If any item that belongs to the emergency equipment is used and / or consumed, the contracted maintenance
provider must complete it (s) and / or replace it (s), complying with the regulatory requirements for quantity and
the Emergency Equipment Diagram (EED) as applicable and paying special attention to expiration dates. This
action must be legalized by opening a report in the Maintenance Book and responding to it.
The minimum quantities for the elements of the emergency equipment on board the aircraft are described by the
respective MEL of each fleet; This can be used as a reference in case there is no availability of the element to be
replaced / reestablished in the base where it is required.
Ch. 2, page 2.23-2

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Chapter 2: Maintenance Section 2.24: Flammability
Procedures Reduction Method
Authority: Interiors Engineering Coordinator.
2.24 FLAMMABILITY REDUCTION METHOD

Objective
To define responsibilities and general guidelines for maintenance and continued airworthiness with respect to
methods of reducing flammability in fuel tanks, cargo holds, cockpit, crew rest areas, galleys, restrooms, and
passenger cabin in the aircraft of the Avianca fleet. This process includes provisions that must be fulfilled in the
aircraft through the maintenance program and the reports associated with their tasks or during the operation of
the aircraft, controlling the installation of approved parts with the characteristics required to reduce flammability.
Scope
This process begins with the development of a flammability reduction method and ends with its implementation
and control until the aircraft is returned.
• To approve the interchangeabilities in Avianca’s maintenance software, guaranteeing that the materials and /
or components comply with all current flammability regulations, complying with the continued airworthiness of
the aircraft.
• To control and update in the maintenance program all cards and tasks related to the ALS (Airworthiness
Limitation Section) and the CDCCL (Critical Design Configuration Control Limitations) in accordance with the
aircraft manufacturer's recommendations.
Refer to the “Maintenance Programs” process.
2.24.1 Fuel tanks
Maintenance Program
Avianca analyses, develops, and maintains updated maintenance programs based on the requirements of the
CAAs and manufacturers' manuals, taking strict control over the tasks related to the methods of reducing
flammability in fuel tanks, complying with current regulations including SFAR 88. The following provisions are
included and controlled in the maintenance program in order to prevent ignition in fuel tanks:
• Fuel Airworthiness Limitations Items (ALI / ALS)
• Critical Design Configuration Control Limitations (CDCCL)
2.24.2 Interior compartments
Through the Receipt Inspection policy, Avianca guarantees the control of the components, parts, consumables, or
textiles installed in the aircraft, ensuring that they have the applicable documentation that certifies their traceability
and the flammability parameters of each component. For textiles, sealants, paints and other materials, the
documentation related to flammability tests and the attached data sheets are reviewed, thus guaranteeing that
these materials comply with current and applicable flammability regulations.
Ch. 2, pg. 2.24-1

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Section 2.25: Reports
Procedures
2.25 REPORTS
Objective
To define the policy for the management of reports before the competent CAA or the organization responsible for
the type design.
Scope
This process begins with a technical event that has endangered or may endanger the safe operation of the aircraft,
engine, or component; or by the request to send information to the authority and / or manufacturer and ends with
the delivery of the report to the competent CAA or to the organization responsible for the type design.
The reports encompassed by this process are:
• Malfunction Report.
• Airworthiness condition report (when required)
• To manage and present the following reports to the competent CAA:
- Airworthiness condition, when requested.
- Failure condition, malfunction, or defect of an aircraft, engine, or component
- To send the Uncontrollable High Thrust report.
• To report if there is a fault condition, malfunction or defect of an aircraft, engine or component that occurs or is
detected at any time and if that failure, malfunction, or defect has endangered or could endanger the safe
operation of the aircraft during non-line maintenance. The Technical Representatives area receives the
information from the contracted maintenance provider and notifies Airworthiness and Regulatory Standards
Manager to assess the situation and take corrective actions.
MCC Management
• To immediately notify the Airworthiness and Regulatory Standards Manager of the condition of failure,
malfunction, service difficulty or defect of an aircraft, engine, or component that occurs or is detected in line
operation and if that failure, malfunction, or defect has endangered or it may jeopardize the safe operation of
the aircraft.
• To provide the Airworthiness and Regulatory Standards Manager with the respective technical information,
when requested, of the technical events presented in line operation that require to be reported to the authority.
• To send all the technical information related to the AD’s control, weight & balance and repairs/ mayor alterations
involved in the airworthiness condition of the aircraft as requested by the Airworthiness and Regulatory
Standards Manager to prepare the reports required by the competent CAA.
• To send all the information related to the control of AD’s, corresponding to the airworthiness condition of the
aircraft when the Airworthiness and Regulatory Standards Management requires them for the preparation of
the reports requested by the competent CAA.
Ch. 2, pg. 2.25-1

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Procedures
Powerplant Engineering Management

• To inform the Airworthiness and Regulatory Standards Manager copying the CASS and Reliability
coordination, each time any aircraft in the B787 fleet presents an “uncontrollable high thrust” fault condition,
so that the Airworthiness and Regulatory Standards Manager immediately performs a report addressed to the
competent CAA and the coordination of CASS and Reliability to the manufacturer.
• To submit to the organization responsible for the type design (manufacturer), a copy of the report of failure
condition, malfunction or defect of an aircraft, engine or component sent by the Airworthiness and Regulatory
Standards Management (when applicable).
• To send the Uncontrollable High Thrust report to the manufacturer.
Planning Management
• To send to the Airworthiness and Regulatory Standards Management, the control of maintenance services,
referencing the maintenance work completed in the last year for each aircraft.
• To send to the Airworthiness and Regulatory Standards Management the status of controlled parts (Hard Time
and Life Limit ) which must contain at least: part number, serial number, description of the part, utilization, and
remaining times, as applicable.
Avianca complies with the provisions of the regulation, reporting any failure, malfunction or defect in the aircraft,
engine and component that occurs or is detected at any time if, in its opinion, that failure, malfunction or defect
has endangered or could endanger the safe operation of the aircraft. To achieve this, the areas of the Engineering
& Maintenance Vice presidency are requested to provide the information as necessary.
The Airworthiness and Regulatory Standards Management controls and files the Malfunction reports submitted to
the competent CAA through digital files.
Avianca will not operate an aircraft if the competent CAA decides that the report presented is inconclusive or
unsatisfactory with respect to the airworthiness of the aircraft.
Avianca is responsible for maintaining the type design of the aircraft and preparing reports when required before
the competent CAA and the person responsible for the type design (when applicable), presented within the term,
format and content established as follows:
2.25.2 Aircraft malfunction - Report
The Airworthiness and Regulatory Standards Manager is in charge of informing and submitting, before the
competent CAA, the reports of the malfunctioning conditions of the aircraft that operate in the company through
the format (see Forms Manual) and in a time not exceeding three (3) calendar days. However, if the event is
generated on a weekend or holidays, the report must be sent the next business day within the times stipulated by
the authority. In the aforementioned format, incidents, accidents, critical failures, or malfunctions of each aircraft
will be documented, in accordance with the operational events recorded in the maintenance software and the
information provided by the Technical Representatives, MCC, CASS, Reliability and Engineering (according to the
specialty) areas.
The events considered to issue this report are mentioned below, insofar as they compromise airworthiness with
dangerous potential in the safe operation of the aircraft:
Ch. 2, pg. 2.25-2

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Procedures
REPORTS ACTION
1. Any failure of any primary structure or main structural element of the aircraft or
composite material.
2. Damage to the aircraft structure that requires major or out-of-bounds repair.
3. Any part or structural component of the aircraft that, when detached in flight or
Aircraft structure during ground operations, could endanger or compromise the safety of the aircraft
or any person.
4. Cracks, fissures, permanent deformation, corrosion, defects, or damage to the
aircraft structures, if they exceed the maximum acceptable to the manufacturer or
the authority of the state of registry.
1. Any failure, malfunction, or defect in which the safety of operation was or could
have been compromised or which could have resulted in an unsafe condition.
2. Each interruption of a flight, an unscheduled change of an aircraft en route, a stop
General or deviation from a route, caused by known or suspected mechanical difficulties or
malfunctions.
3. False fire alert during flight.
1. Engine exhaust system failure, malfunction, or defect causing in-flight damage to
the engine, any adjacent structure, equipment, or components.
2. Irrepressible failure of the engine compressor, turbines.
3. Fail in the ability of the system to control overspeed during flight.
4. Cut-off of an engine during flight due to extinction (blackout).
Engines 5. Unordered loss of thrust / power, shutdown, or failure of any engine.
6. Engine shutdown during flight, when external damage occurs to the aircraft engine
or structure (ingestion of objects, frostbite, component damage and system
failures).
7. Cut off one or more than one engine during flight (IFSD).
1. Fire or explosion caused by a failure, malfunction, or defect of a fire alarm system
or equipment that has functioned properly or was not protected by an adequate fire
detector system during flight.
2. Fire warnings, except those immediately confirmed as false.
3. An aircraft exhaust system, engine or components that causes accumulation or
circulation of smoke, vapors, toxic or noxious fumes in the crew compartment or
passenger cabin during the flight.
4. Components of the aircraft system, or systems that result in taking emergency
actions during flight (except action to shut down an engine).
5. The emergency evacuation systems or components, including all emergency exits,
Aircraft systems and /
or the passenger emergency evacuation lighting system or evacuation equipment
or equipment
that is found to be defective, or that fails when performing the functions for which it
was conceived during an actual emergency situation or during training, testing,
maintenance, and demonstration or is inadvertently deployed.
6. Malfunctions of the fuel system that have a significant effect on the supply and / or
its distribution of fuel.
7. Fuel leaks that result in substantial losses or pose a fire hazard.
8. Damage to a fuel system or fuel delivery system affecting fuel flow or causing
dangerous leakage during flight.
9. An unwanted extension or retraction of the landing gear, or an unwanted opening
or closing of the landing gear doors during flight.
Ch. 2, pg. 2.25-3

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Procedures
REPORTS ACTION
10. Damage to brake system components causing loss of force acting on the brakes
when the aircraft is moving over the ground.
For reports that are presented during the execution of line or non-line maintenance, the contracted maintenance
provider must report to MCC / Technical Representatives (as applicable) what is stipulated under the scope of its
regulation and if there is any condition referenced in the table above, they must report defects that are not covered
by scheduled maintenance work on the aircraft or deferred by MEL, NEF, CDL, HIL.
All events of malfunction or risk that occur in an aircraft, engine, or component during maintenance and if that
failure, malfunction, or defect has endangered or could endanger the safe operation of the aircraft must be reported
by the following areas as follows by email to the Airworthiness and Regulatory Standards Manager:
• Technical Representatives Area: If the event occurs or is detected in maintenance other than line.
• MCC: If the event occurs or is detected in line operation.
Avianca will report the incidents referenced in the table when they occur during the flight and in accordance with
that reported by MCC.
If, once the malfunction report is submitted, additional information is obtained, including information from the
manufacturer, with respect to a previously reported report, it must be submitted expeditiously as a supplement to
the first report and refer to the date and place of submission of the report.
The Airworthiness and Regulatory Standards Manager sends a copy of the malfunction report presented to the
competent CAA and to CASS & Reliability Coordination so that it can be forwarded to the responsible for the type
design (manufacturer) when required.
The CASS & Reliability Coordination sends a notification to the aircraft manufacturer within the next 72 business
hours after the aircraft event occurred, with preliminary information on the event in case the manufacturer is not
consulted for technical issues of the event.
2.25.3 Airworthiness Condition Report
The Airworthiness and Regulatory Standards Manager presents a report concerning compliance with the
Maintenance Program, engine statistics, weight and balance and required inspections, among others, to present
when requested by the competent CAA for each specific registration in the format and means established by the
authority.
2.25.4 MOR Reports
The contracted maintenance provider has the responsibility to report through the channels defined by the
Operational Safety area, immediately and no more than 24 hours after the occurrence of the event, the mandatory
occurrence reports (MOR).
Each report will be handled in accordance with the guidelines of the organization's Integral Security policy.
The means provided by the organization for the notification of reports are the following:
https://bitacora.avianca.com (select in Type Report: Mandatory field)
https://es.surveymonkey.com/r/IROS (in case of failure of the AQD, or for outsourced personnel)
In the following link are available mandatory reports (MOR):
INSTRUCTIONS MANDATORY REPORTS AUTHORITY (MOR)
The Operational Safety area is responsible for keeping the file attached to the previous link updated.
Ch. 2, pg. 2.25-4

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Procedures
Any other hazard that is not in the previous list may be reported by the same means, voluntarily as a proactive
Operational Risk Report (IRO).
Once the MOR report has been issued through the authorized channels, the Operational Safety area will be
responsible for notifying these reports to the AAC by sending a copy to the Airworthiness and Regulatory
Standards Manager.
Ch. 2, pg. 2.25-5

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procedures Policies and Control
Responsible: Operator´s Technical Director
Authority: Airworthiness and Regulatory Standards Manager and MCC Manager
2.26 MAINTENANCE POLICIES AND CONTROL

Objective
To establish guidelines for carrying out maintenance activities and company policies, to maintain continuous
airworthiness and safe operation of Avianca's aircraft.
Scope
This process begins with the definition of the acceptable requirements to maintain the continuous airworthiness
and safe operation of Avianca's aircraft and ends with the control of compliance for these actions by the
Engineering & Maintenance Vice-presidency personnel in accordance with the requirements established in this
manual.
Planning Management
• To plan compliance with the approved MP for the fleet operated by Avianca, coordinating the availability of the
required resources such as man / hours, materials / parts, tools, and facilities as required by the competent
CAA to cover the operation.
• To prepare and issue documents by means of which the provisions of the manufacturer and the applicable
CAA are incorporated, guaranteeing their correct entry into the maintenance software.
• To implement the PM applicable to the aircraft operated by Avianca.
• To request the respective approval / acceptance of the MP applicable to the aircraft operated by Avianca.
• To contribute to ongoing airworthiness management processes to guarantee the safe operation of aircraft.
MCC Management
• To guarantee that the contracts and agreements signed by the maintenance providers to provide line
maintenance services are carried out and complied with in accordance with the policies of this manual.
• To maintain direct communication with the contracted maintenance provider and provide the technical support
assistance required for the aircraft at all maintenance stations for the contracted line maintenance services.
Technical Representation Coordination
• To guarantee that contracts and agreements signed by maintenance providers contracted to provide non-line
maintenance services are performed and complied with in accordance with the policies in this manual.
• To maintain direct communication with the contracted maintenance provider and provide the technical support
assistance required for the aircraft at all maintenance stations for contracted services other than line services.
Quality Assurance (QA AW)
• To verify through the audit plan that the contracted maintenance providers comply with the policies established
in this manual in the performance of maintenance services.
2.26.1 General
Avianca hires duly trained and certified maintenance providers to perform maintenance, in-process inspection,
issue RTS and fulfil each of the maintenance control functions in relation to the execution, surveillance, scheduling,
monitoring and approval of routine, non-routine and deferred reports, guaranteeing with these processes, the
Ch. 2, pg. 2.26-1

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effective and timely rectification of all the defects found, in order to maintain the continuous airworthiness of its
aircraft and avoid affecting the safety of their operation.
All maintenance, required inspections, specific and general repairs and any type of alteration are carried out in
accordance with the policies established in this manual, the Maintenance Program, the data approved / accepted
based on the applicable current regulations and the recommendations issued by state of design and the
manufacturer (see "Maintenance Data Management Policy" in this manual).
Avianca ensures that all required instruments and equipment are accepted or approved by the state of registry,
including their installation, in accordance with applicable airworthiness requirements; also ensures that all its
aircraft, engines and components are kept in a continuous airworthiness condition through a preventive and
corrective maintenance program, adequate management in the control processes of defects, availability of parts,
conformity with the type design and compliance with other requirements of applicable operating standards, which
guarantees the maximum level of availability, safety and reliability. Additionally, it guarantees that the required
operational and emergency equipment is operational for the planned flight and in optimal conditions for service, in
accordance with the provisions of the maintenance programs of each fleet and the Cabin Crew Manual, chapter
10, section 2, numeral 4.
Except as established in the “Deferred Report Management” section of this manual, Avianca guarantees that a
flight will not start unless the required equipment and instruments meet the operational and airworthiness
requirements under which the aircraft has obtained the certificate type certificate and for the class of operation
being conducted.
To keep the airworthiness certificate of each aircraft current, Avianca guarantees compliance with the
requirements of the AAC and company policies through the continuous airworthiness and maintenance control
processes defined in this manual.
2.26.2 Scope of line maintenance activities
Refers to the maintenance that ensures the airworthy condition of the aircraft, which does not require specialized
or complex equipment, tools, procedures, or specialized facilities, which may include:
• Correction of defects resulting from non-routine reports, including corrective actions to discrepancies in flight
/ ground, test and / or troubleshooting and deferred opening and closing (DMIs, MEL, NEF, HIL, CDL).
• Replacement of engines, accessories and components required for the correction of defects resulting from
non-routine reports.
• Line services in accordance with AMM ATA 12 (such as cleaning, fueling, lubrication, replenishment of
hydraulic fluids, oil, water, etc.)
• Corrective actions to discrepancies resulting from compliance with scheduled checks (as applicable).
• Execution of visual inspections
• Replacement of emergency equipment and LRU components, in addition to their parts considered consumer
items (e.g. filters, gaskets, etc.)
• Checks and scheduled tasks/documents out of phase at a given station, during the performance of line
maintenance as long as they are within the scope of line maintenance of the contracted provider.
2.26.3 On call maintenance policy
Avianca complies with On Call Maintenance in those aircraft in which the maintenance program approved and / or
accepted by the applicable CAA does not require a maintenance service in transit that should be fulfilled and
legalized in the MLB / CLB of the aircraft.
Ch. 2, pg. 2.26-2

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Note: Stations will not be limited to On Call maintenance only. The maintenance provider must guarantee
availability at all times of the personnel required to attend to the operation in accordance with this model and within
the scope of contracted maintenance services.
The conditions under which maintenance activation is required under the on-call model are described below:
1. The plane arrives at a station with deferred reports that require maintenance procedures before the next flight:
The contracted maintenance provider's personnel must be present on the aircraft and assist at the site where
the affected aircraft is located, to support the dispatch process. No additional actions are required for this
condition. If a discrepancy is found during the aircraft dispatch process, the contracted maintenance personnel
will proceed to correct the fault or defer it according to step 2.4. of this section.
2. An aircraft presents a technical failure, damages or has missing parts during the development of a flight or
while it is on ground:
2.1 This technical failure is detected by the pilot or by the aircraft systems, being notified to MCC as follows:
• Pilot detects the failure: Upon identifying the failure, he communicates with MCC via ACARS, satellite
phone, cell phone or any other suitable means of communication available at the time to give details
of the technical problem.
• Aircraft systems detect the failure: MCC receives a message from the aircraft's continuous monitoring
systems indicating the aircraft's technical problem.
2.2 MCC, using an adequate means of communication that it has available, requests from the maintenance
provider the presence of certified maintenance personnel who are capable of carrying out corrective
actions on the affected aircraft and returning it to service.
2.3 Once communication with MCC has been established, the contracted maintenance provider's personnel
must be present on the aircraft as soon as possible. Additionally, the provider must notify MCC about the
arrival to the aircraft, through the most appropriate means of communication.
2.4 After carrying out the necessary maintenance actions, the maintenance personnel assigned to the aircraft
can:
a. Issue an RTS: When corrective actions are taken to restore the airworthy condition of the affected
aircraft, the aircraft will be returned to service for the next flight, complying with the guidelines
established in the sections "Policies for issuing a Return to Service (RTS)” of this manual.
b. Defer the reported failure: If the technical problem reported in the affected aircraft cannot be corrected,
the assigned maintenance personnel can defer the report with a DMI MEL / MCDL / NEF / HIL, as
appropriate, as long as the provisions described in the “Deferred reports management” section of this
manual are complied with.
Note: Any delay in the presentation of the contracted maintenance provider's personnel in the affected aircraft that
is not justifiable, may be considered as a breach of the contract with Avianca.
2.26.4 Dispatch messages to upload reports to maintenance software
These messages will be transmitted by the maintenance personnel as soon as the plane leaves one of its stations:
1. When a maintenance action is performed at any station to rectify a discrepancy, add oil, report fluid leaks (oil,
hydraulic, fuel), open or close a DMI (MEL / NEF / CDL / HIL) and / or change component (s), the following
recipients are notified via email: mccairteamboga@avianca.com, mccairteambogc@avianca.com;
mccairteamB787@avianca.com .
2. In the case of oil additions in stations that do not have maintenance software in addition to the previous emails,
the email AdicionAceite@avianca.onmicrosoft.com must always be copied. This email corresponds to the
Planning area, who are responsible for entering into the maintenance software the information of the technical
entries registered in the MLB / CLB (except for deferred reports MEL / NEF / CDL / HIL which are entered by
MCC).
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Dispatch messages must contain at least the following:

a. Departure flight number (including UTC date and time).
b. Aircraft registration.
c. Include the MLB “work order” number, applied category, generated DMI number and the MEL, TSM and / or
AMM reference, as applicable.
d. Maintenance actions carried out in accordance with the instructions of a technical data or MEL / NEF / MCDL
/ HIL as applicable. If said action needs to be carried out before each flight, (or before each dispatch or before
each tank, etc.), the operator must be informed in accordance with what is described in the "Deferred Report
Management" process in this manual.
e. Scanned copy or photograph of the MLB / CLB sheet or document of compliance, with the replacement
information (s) of component (s) including P / N and S / N of the units “ON” and “OFF”, along with the
Photograph of the identification plate and applicable identification form or card of the removed component.
f. Added fluids (if applicable).
g. Other technical clarifications that are pertinent to complement the information in the report.
h. The copy of the pink sheet (“Station”) of the MLB and / or the lilac sheet of the CLB removed from the plane
before its departure, must be on file at the station that dispatches the plane.
All the above messages are received by MCC representatives, who follow up on them, forwarding the information
to the areas involved as required, to give them proper management and control.
Note: It is the responsibility of the maintenance personnel in charge of each of the stations to ensure that these
messages are transmitted and sent legibly.
2.26.5 Component change messages to be uploaded to the maintenance software
In general, in all stations and in all cases in which a component change is made (scheduled or unscheduled), the
message must be sent to the mail labelbookingavh@avianca.com, corresponding to the Planning area, who are
responsible for doing the label booking in the maintenance software system.
The email must contain at least the following:
a. Subject: Label Booking “Station”, “Registration” and “WO No / No. document”
b. Departure flight number (including UTC date and time), if the component change was made during the
fulfilment of an unscheduled task
c. Aircraft registration
d. MLB WO number or WO number of the scheduled task or document control number of the contracted
maintenance provider, as applicable.
e. Scanned copy or photograph of the MLB / CLB sheet or document of compliance, with the replacement
information (s) of component (s) including P / N and S / N of the units “ON” and OFF,” along with the
Photograph of the identification plate and applicable identification form or card of the removed component.
Note 1: It is the responsibility of the maintenance personnel in charge of each of the stations to ensure that these
messages are transmitted and sent legibly.
Note 2: In the case of removed parts from inter-company aircraft, engines/APUs to assist aircraft, engines/APUs
in AOG condition, the label booking process must consider the component change in the donor aircraft. The
maintenance provider must comply with the notification procedure in accordance with this section, including in the
text said condition.
2.26.6 Policies for work performed by contracted maintenance providers
Avianca makes sure through the airworthiness management and the quality system that maintenance providers
have a procedure that guarantees the following:
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• The verification of technical logbooks (MLB, CLB), making sure that all reports are properly handled.
• The stations that have access to maintenance software, verify that the DMI reports recorded in the
maintenance logbooks are properly managed and entered into the maintenance software and immediately
inform MCC in case of finding any type of discrepancy. This procedure will be performed during the overnight
services.
• To resolve any questions, make a query or report a line maintenance discrepancy, the contracted maintenance
provider's personnel must contact MCC, or
• To resolve any doubts, make a query or report a discrepancy in maintenance other than line maintenance, the
personnel of the contracted maintenance provider must contact the Technical Representatives area.
• Every time a maintenance action is performed, it must be registered in the MLB, CLB or in the appropriate
technical record according to the policies defined in section "Aircraft technical logbooks" or in the section
“Continuing airworthiness records” of this MCM.
• Engine inlets (inlets) must be protected when maintenance activities that require it are carried out or the aircraft
remains on the ground for a period exceeding one day.
• If any activity is not completed in compliance with a routine or non-routine task card (e.g. panel closure, leak
check, test, etc.), this pending task must be transferred to MLB and the routine or non-routine card is closed
by making a note that refers to the MLB work order number to which the item is transferred.
• Every failure or discrepancy is solved and registered in the applicable technical record.
• All the reports generated during the maintenance are properly handled and closed or deferred before signing
an RTS.
2.26.7 Maintenance personnel
Avianca hires certified maintenance providers, who have duly trained, qualified and authorized personnel, who
carry out maintenance activities in accordance with their specialty and qualifications in their license. Personnel
who do not hold propulsion system or avionics certificate can perform low complexity tasks such as those specified
in any standard practice described in the AMM or those that do not require specialized training; the foregoing
based on the technical training received from a training institution duly certified and approved by the local authority;
This type of work will always be supervised, monitored and reviewed at the end of its execution, by a licensed
technician with the respective authorization, who will be responsible at all times for these works and their
legalization. Similarly, when this type of personnel requires more complex work, they will be permanently
supervised during the execution of the same, by a technician who has a license with qualification (according to the
required specialty) and will also be responsible for legalizing the work.
2.26.8 Non-routine report transfer policy (findings)
If, during the fulfilment of the tasks of a work package, findings are generated, which cannot be fulfilled before the
closure of the same or signature of the RTS and do not affect the airworthiness of the aircraft, the maintenance
provider must:
1. Enter the finding in the MLB with the following text in the Discrepancy field:
• For maintenance providers with access to the maintenance software "Comes from WO XXXXXXX ..."
and then write the description of the discrepancy "
• For maintenance providers without access to the maintenance software "Comes from document number
XXXXXXX ..." and then write the description of the discrepancy
2. Likewise, in the format of the document where the finding was recorded, it must be closed by specifying the
number of the MLB workorder where the report was transcribed.
Ch. 2, pg. 2.26-5

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2.26.9 EICAS / ECAM / EWD message report

The report of the messages indicated during the flight is divided into two sections; the first includes a report of
messages indicated during the flight by the crew and the second includes a report of the messages read on the
EICAS / ECAM / EWD maintenance page by the maintenance personnel hired at the end of the flight.
Crew attention messages
The flight crew is responsible for reporting all messages in the MLB and likewise, if a manual event was recorded
during the flight via the DFDR/ Event push button , it will also be reported.
The personnel of the contracted maintenance provider will take the corrective actions that apply to correct these
messages.
Maintenance attention messages
The contracted maintenance provider personnel responsible for the fulfillment of the maintenance activities review
the EICAS / ECAM / EWD messages together with the maintenance technical books and read the previously
recorded events; in this way, it evaluates the message found as appropriate and notifies the condition to the MCC,
via mail.
Generate a copy of PFR for Airbus or PLF for Boeing, when:
• The system allows it, and it must be attached to the repair task card that will be sent to troubleshoot the
component during the repair process.
• Some area requires it.
• The service card requires it.
• Failure confirmation is required.
2.26.10 Repetitive Pilot Reports
They are technical reports that may arise in the operation of the aircraft, which during the execution of the
corrective action do not duplicate the failure. To return the aircraft to service, the personnel of the contracted
maintenance provider must follow the guidelines stablished in the "Policies for Return to Service (RTS) Issuance"
section of this manual and register said activity in the aircraft's MLB, specifying in the corrective action that the
failure did not duplicate on the ground so that the MCC and Reliability areas can track this condition.
Procedure for the control of repetitive pilot reports
This procedure describes the action to be taken in the event that the contracted maintenance provider observes a
repetitive pilot report on the same aircraft, at least three times, within a maximum period of seven consecutive
days. Therefore, the supplier's staff:
• Review the last seven consecutive days of previous pages in MLB, looking for repetitive driver reports:
- If no repeating reports are found, no action is required for the purposes of this procedure.
- If a repetitive report is found, it will evaluate past corrective actions and if such actions do not provide a
positive result and the repetitive report continues to be recurrent, the contracted maintenance provider will
request MCC indications to determine the appropriate corrective action.
• If necessary, MCC will rely on the reliability area according to the progress of the troubleshooting.
• Once the MCC and / or reliability area determines the appropriate corrective action, the contracted
maintenance provider is notified and proceeds as directed.
• The contracted maintenance provider must carry out alternate actions, following the troubleshooting and
reporting each action to MCC along with its results through the work order, to confirm whether or not the
corrective actions were effective. These actions are logged in the maintenance software to document the
troubleshooting history.
Ch. 2, pg. 2.26-6
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• If the discrepancy continues to occur, on a single aircraft at least three times, within a maximum period of
seven consecutive days, without forceful maintenance action, the aircraft must be scheduled to focus on the
next main station, to develop an in-depth analysis based on accepted documentation and any other information
that has been collected during the operation of the aircraft up to that point.
• The MCC and Reliability areas monitor repetitive reporting alerts to detect negative trend behaviors of an
aircraft, system, or component. Likewise, it establishes the alert levels subject to the approval of the Reliability
Committee to improve the reliability of all aircraft.
2.26.11 Double verification items
The installation or removal of any landing gear pin, pitot port cover, static or angle of attack (AOA) sensor on the
aircraft will not be considered RII, but the following conditions will apply:
• The personnel of the contracted maintenance provider must generate an entry in the MLB informing the
installation of any of the elements listed in the previous paragraph and when the aircraft is ready for the next
flight, a response must be given to said entry, specifying its removal. In both cases refer to the manufacturer's
manual used.
• If the person who removes the pins or covers is not the same person from the contracted maintenance provider
who installed them, they must also answer the entry made in the MLB, or in such case, respond to a condition
that authorizes the dispatch of the aircraft with the pins or pins in place (e.g. MEL, MCDL, etc.); in this case,
a second person from the contracted maintenance provider must sign as a second verifier.
• If for the previous case there is no second person from the contracted maintenance provider who acts as a
second verifier, the person who removes the pins or pins must answer the MLB entry and generate another
additional entry, answering and certifying that he himself verified again the removal of the pins or pins or
responding to the condition that authorizes the dispatch of the aircraft with the pins in place (e.g. MEL, MCDL,
etc.).
Note 1: Static Pitot covers must be installed whenever the aircraft remains on the ground for more than six (6)
hours or when a stop is made to fulfill a service of 10 DY or higher.
Note 2: The maintenance services forms and other private cards establish the need to install the landing gear
locks during the development of maintenance activities, preserving the aircraft against possible damage;
Additionally, when moving aircraft with a trailer, the use of two locks on the main gear is required. The locks will
always be identified with colored tape and hanging, to facilitate their location.
Note 3: Before any job where safety pins are required, the pins that are on board the plane must be installed as a
first measure. In the event that these are lost, missing or in poor condition, those available to the contracted
maintenance provider may be installed. The applicable pins must always be installed, ensuring their optimal
condition, as specified in the aircraft maintenance manual.
2.26.12 Reset a circuit breaker (CB)
• If a CB trips due to an unknown cause, it can be reset on the ground, once the personnel of the contracted
maintenance provider has determined the cause of this jump and has established that the CB can be reset by
a safe way. A CB can be cycled (reset) as part of an approved troubleshooting procedure, unless is prohibited
by the manufacturer's manuals.
• For CBs with circuits associated with the fuel system, special precautions and care must be taken, particularly
in the fuel pump or fuel quantity indicating system (FQIS) circuits. These CBs should not be reset without first
identifying the source of the electrical failure, given the potential that a short circuit together with the vapors
could create a fire hazard.
• The contracted maintenance provider's personnel are responsible for taking corrective actions after finding
the causes of a jumped CB and must record the maintenance actions performed in the MLB.
Ch. 2, pg. 2.26-7

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2.26.13 Discrepancies after closing the doors of an aircraft

Avianca aircraft have MEL / MCDL procedures, which allow the aircraft to continue the flight or series of flights, if
the specific requirements described in these manuals are met.
Note: The delivery of the aircraft by maintenance is considered when the pilot authorizes the closing of the doors
to carry out the flight
In the event of a technical discrepancy after closing the doors, the MEL is verified and:
a. If the item is "NO GO", the aircraft will return to the platform, to correct the discrepancy, by the contracted
maintenance personnel.
b. If the item is GO, the contracted maintenance provider staff will contact the MCC representative in charge of
the corresponding fleet, with whom the respective MEL item will be analyzed in order to carry out the
corresponding procedure, in accordance with the applicable technical data to continue the flight. The
destination station will be informed, and the fault must be corrected or transferred by technical personnel
qualified for this purpose.
Likewise, if the discrepancy is a MEL / CDL item after door closing, no maintenance actions are required unless,
the MEL / MCDL procedures required action prior to departure, as described below:
• If an aircraft system malfunctions after doors close and before takeoff at any airport, it is not necessary for the
aircraft to return to the gate to install the defect “Inop” notice.
• Aircraft Flight Manual (AFM / AOM / FCOM) procedures are carried out for a malfunction.
• The Item may be inoperative according to the Minimum Equipment List (MEL).
• The flight crew can perform MEL procedures without maintenance or rectification actions.
• The flight crew will notify the Flight Operations & Safety Vice-presidency so that the restrictions can be
evaluated and included in the new flight plan calculation and can be modified before takeoff.
• The flight crew will carry out the respective handling in the MLB and if they have any concerns or if they require
any additional information, they will contact the operations office and / or MCC.
Note 1: When a maintenance procedure only requires resetting the CBs or setting switches / buttons, the flight
crew can perform the procedure.
Note 2: When the aircraft arrives at the next station, the personnel of the contracted maintenance provider will
handle the recorded report.
2.26.14 Return to service of the aircraft in case of flight or emergency return
Those events in which the aircraft is declared in emergency due to a technical condition, or when, as a
consequence of an emergency declaration, a technical damage occurs to the aircraft will be handled as RII. In
general, events such as platform returns (GTB), additional landing (ATADI) and / or flight returns (ATB) will be RII
only when they have been generated by a related report in the RII list specified in this manual.
Whenever an aircraft presents any of the above situations, the contracted maintenance provider must immediately
inform MCC of what happened, so that it is aware of all the causes, including parameters, flight phases and other
conditions given by the pilot and the actions to be carried out. Before returning to service, approval must be
obtained from MCC.
2.26.15 Flight continuity policy
In the event of an emergency landing at an alternate airport where there are no maintenance personnel hired by
Avianca, the captain may continue the flight, only if the following conditions and procedures are met and followed:
• The aircraft is not under any special condition according to AMM 05-51 "Conditional inspections" (which are
also specified in this manual); If it presents any of these conditions during the operation of the aircraft, it may
Ch. 2, pg. 2.26-8

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not be authorized to continue its flight by the crew. There must be a maintenance action and the respective
legalization of de RTS.
• The aircraft did not arrive with a flight discrepancy. If technical discrepancies are found, they must be registered
with the MLB and corrected by qualified maintenance personnel (*) before the next flight.
• The aircraft did not arrive with any MEL item outside the repair time interval specified by the categories.
• The captain conducted a walk around inspection, in which no discrepancies were found.
• The captain must establish contact with the MCC area, to report the findings and establish the airworthiness /
conditions of the aircraft.
• Before the aircraft returns to continue the flight, the captain must write down the condition found on the aircraft
during the walk-around inspection (in the "remarks" section of the flight logbook) and sign his pilot license
number.
• If during the dispatch to continue flight a discrepancy is found, the captain must consult the MEL (Minimum
Equipment List) and contact the MCC area, which will establish the airworthiness / condition of the aircraft.
Any discrepancies found must be entered into the MLB (as required) and in the event that the aircraft is not in
airworthy condition and requires technical assistance, it must be corrected by qualified maintenance personnel
(*) before the next flight, for that purpose. which MCC area should coordinate the dispatch of these personnel
to the event site (as applicable).
(*) In the event that Avianca has not authorized personnel available at the event location, the Airworthiness and
Regulatory Standards Manager may authorize for one-time maintenance personnel who have the appropriate
training, experience and that works in an Approved Maintenance Organization. This authorization can also be
issued to a holder of an A&P license for “N” registered aircraft.
2.26.16 Policies for dual maintenance in primary systems
The contracted maintenance provider must not perform maintenance during the same visit, on more than one of
the primary systems listed below. If dual maintenance in the defined primary systems cannot be avoided, the
contracted maintenance provider's personnel can perform maintenance actions on more than one primary system
as long as:
a. The maintenance action on each primary system is carried out by a different person (both belonging to the
contracted maintenance provider),
b. The maintenance action on each primary system is carried out by the same person under the direct
supervision of a second duly qualified person.
This policy applies to the following aircraft’s primary systems:
Maintenance Action on A320 FAM A330 B787
ATA 21 Pack 1 or Pack Flow Control System X X X

Air Conditioning Pack 2 or Pack Flow Control System X X X
Flight Management System (FMS) or Autopilot X X X
ATA 22 Flight Director System
Auto Flight Multipurpose Control and Display Unit (MCDU) X X
Thrust Management System X
ATA 23
X
Communications Satellite Communication (SATCOM) System
ATA 24 Integrated Drive Generator (IDG 1) or Electrical X X X
Electrical Power Power Generation and Start System
Ch. 2, pg. 2.26-9

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Maintenance Action on A320 FAM A330 B787
Integrated Drive Generator (IDG 2) or Electrical X X X

Power Generation and Start System
APU Generator X X
CSM/G X X
ATA 26 Detection Function Engine 1 X X X
Engine Fire and X X X
Overheat Detection Function Engine 2
Detection APU Fire Detection X X X
Main Pumps Left or Engine 1 Fuel Feed System X X X
Main Pumps Right or Engine 2 Fuel Feed
X X X
ATA 28 System
Fuel Fuel Recirculation Line Left X
Fuel Recirculation Line Right X
APU Fuel Pump X X X
EDP1 Green X X
EDP1 Blue X
Electric Pump Blue X X
ATA 29 –
X
Hydraulic Power EDP2 Green
EDP2 Yellow X X
PTU X
RAT X X
ATA 30 Engine 1 Air Intake Ice Protection X X X
Ice and Rain Engine 2 Air Intake Ice Protection X X X
Protection X X X
Probes Ice Protection
Engine 1 Bleed Air Supply System X X
ATA 36
Engine 2 Bleed Air Supply System X X
Pneumatic
APU Bleed Air Supply System X X
ATA 49 – APU APU X X X
ATA 70 to 80 Engine 1 X X X
Engine Engine 2 X X X
2.26.17 Policies for operation in icing conditions
When ice, snow, water, snow, or frost adhere to the external surfaces of an aircraft (especially those of lift and
control), the flight characteristics can be considerably affected, causing a severe loss of lift, greater resistance to
the air flow and poor maneuverability, especially during the takeoff and initial climb phases of the flight. Similarly,
ice can interfere with the movement of control surfaces, causing binding or significantly adding weight to the
aircraft, which can create potentially dangerous situations.
The operational precautions and ground assistance requirements for adequate protection of the aircraft during
cold weather operations are described in the corresponding Flight Operations Manual (MOV) (winter operation
Ch. 2, pg. 2.26-10

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sections) and / or De-Icing Manual. These procedures are designed to resolve and eliminate problems
encountered in cold weather conditions and should be followed when expected or encountered:
• Ice formation conditions, according to the procedures and criteria of the crew.
• Conditions such as frost, ice, or snow that adhere to the aircraft and may adversely affect flight safety at any
time.
The critical surfaces of an aircraft can be found described in the aircraft's AMM. If this information is not available,
they should be considered as critical surfaces:
• Wings (leading edge, upper and lower surfaces)
• All control surfaces
• Flaps and Slats
• Spoilers and Speed brakes
• Engines inputs and outputs.
• Windshields
• Antennas
• Fuselage
• Sensors (pitot, static ports, TAT sensors and angles of attack)
• Fuel tank vents
• Air intake and cooling intakes, APU outlet.
• Landing gear.
An aircraft may not be dispatched or taken off unless it is ensured that all critical surfaces, as well as all static
ports, pitot tubes, TAT sensor, AOA sensor, are free of snow, frost, or other ice formations. This essential
requirement is known as the “Clean Aircraft Concept.”
The following considerations must be considered before releasing an aircraft for flight:
• The pilot in command must check the condition of the aircraft and is responsible for:
- Decide if finally, the de-icing / anti-icing treatment should be carried out on the aircraft. His decision prevails
over any other given by the personnel of the contracted maintenance provider or ground assistance.
- Give final acceptance of the aircraft after the de-icing treatment carried out.
• The contracted maintenance provider must contact the flight crew if any of the conditions specified above are
found, based on the results of the check during the walk around.
• The personnel of the contracted maintenance provider are responsible for giving the corresponding
management in the MLB in relation to any technical failure, product of the adhesion of ice in the aircraft.
2.26.18 Procedure for transfer/dispatch of aircraft on the ground
The movement of aircraft on the ground can be carried out through towing, movement by own means or self-
propelled (taxiing), or backward towing (pushback).
Aircraft towing
Personnel assigned to aircraft towing must be familiar with the procedures of the Aircraft Maintenance Manual
(AMM ATA 09) applicable to the type of aircraft being towed; Additionally, the towing personnel must know the
applicable local regulations for the handling of aircraft on the ground.
The functions and responsibilities of ground handling personnel are indicated in the Ground Operation’s Manual
(MOT).
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Requirements for aircraft taxiing

As a fundamental prerequisite to safety, the following requirements are established for contracted maintenance
providers, who by complying with them can execute the ground movements of an aircraft, when it is propelled by
their own means, to optimize the operations of maintenance.
Only trained, certified and authorized personnel from an Avianca’s contracted maintenance provider may be
accepted to carry out the taxiing of its aircraft, therefore guaranteeing compliance with the following conditions:
• During taxi operations, a second mechanic must support (in the first officer's seat) the main authorized
mechanic for taxiing (pilot's seat). The purpose of this accompaniment is to support main mechanic (pilot's
seat) in tasks that are necessary, so he/she must have a good physical and mental condition that allows him
to meet the demands of concentration, perception and reaction speed required for taxiing procedures.
• Personnel seated in the first officer's seat during taxiing must be certified as a minimum in Run-Up of fleet to
which aircraft that is going to taxiing belongs.
• For minimum training and qualification requirements, consult the MPE.
• Taxiing will be carried out powered by two (2) engines for all fleets,
• Taxiing shall be performed for only one fleet per specialty (e.g. A320 family or A330 or B787), this means that
a person shall not taxi on more than one fleet, even if he/she has taxi training on different fleets.
• Personnel who carry out taxiing must have carried out at least one real or simulator taxiing practice in the last
6 months.
• Personnel who carry out the taxiing must use the current crew checklists.
• For the minimum training and qualification requirements consult the section "PERSONAL QUALIFIED TO
PERFORM TAXIING" of the MPE.
Note: No maintenance tasks other than taxiing tests will be performed, since concentration of taxiing process and
communication with airport controller may be lost.
Profile of personnel qualified to carry out aircraft taxiing
• To be trained, certified, and authorized to run engines in accordance with the “Personnel Authorization” section
of this manual.
Pushback
For this procedure, Avianca has the Ground Operation’s Manual (MOT) which describes the specific functions
performed by the person assigned to carry out ground-car communication.
2.26.19 Continuity of maintenance work
The contracted maintenance provider must have a procedure so that the maintenance personnel who finish their
shift record the necessary information on the status of the work carried out and pending, and in this way, the
person who starts the next shift is fully informed, ensuring the responsibility in the continuity of the work in the
maintenance process and also guaranteeing the availability of the information for consultation when required by
an operator representative. The information for this purpose must be available for each aircraft, in such a way as
to facilitate access to it.
2.26.20 Troubleshooting Procedure
The following procedure will be applicable by the personnel of the contracted maintenance provider each time a
component of a Avianca aircraft is removed due to troubleshooting (other than engine), therefore, it must:
• Handle the removed component as if it were a fully airworthy component.
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• Before initiating any troubleshooting, the maintenance provider's personnel must directly interrogate the
aircraft to obtain the fault messages or codes through the centralized fault system (CFDS), the Post Flight
Report (PFR), or its equivalents in each fleet.
• Pack the component considering the specific requirements for each case (sensitivity to ESD static electricity,
adequate protection of connectors, displays against possible damage, covers, etc.).
• Fill in all the information on the identification tag or equivalent format, clearly specifying the cause of the
removal in the remarks box or equivalent (note: “troubleshooting”) and sign the box corresponding to the
maintenance personnel. Information concerning the registration of the aircraft from which the component was
removed must be clearly recorded.
• Record the removal of the aircraft component in the corresponding documents and in the maintenance
software.
• Print the work order from the maintenance software related to the removal of the component (initial notice)
and attach it to the identification card of the component or equivalent format.
• Then the component must be delivered to the corresponding area of the maintenance provider that manages
these elements (or responsible person, as the case may be), duly packaged and with the corresponding
documentation attached.
Contracted maintenance provider personnel performing the receiving inspection must:
• Verify that the packaging requirements are met as established for each type of component and that its
identification card or equivalent format is duly completed.
• Segregate the component in the area provided for troubleshooting components. He will remain in this area
while his status is defined by MCC.
• Update the status of NFF (Not Fault Found) components, specifying whether the component is serviceable
or not serviceable, recording the trouble shooting data in accordance with the information given by the MCC
area who is responsible for monitoring the effectiveness of the trouble shooting and therefore, will define
within five and no more than ten flight days, whether or not the removed component corrected the fault.
• If it is determined that the component did NOT solve the fault in the system, the personnel of the contracted
maintenance provider who receives the components must perform a physical verification of the component
by condition to detect damage and verify that the packaging conditions correspond to those required, to
denote the serviceable status of the component and return the unit to stock together with the maintenance
provider’s identification tag or equivalent format.
• In case it is confirmed that the component did solve the fault in the system, the personnel of the contracted
maintenance provider that performs the receipt inspection process must mark the part with a repairable
element card and carry out the management for its shipment to repair.
Note: This procedure only applies to units removed in the troubleshooting process (WO MCC, DMI, Pilot Report),
therefore, it is not applicable to some cases of particular rotatable units such as: wheels, brakes, oxygen cylinders,
units with preservative liquid, units with evident or confirmed damage, units removed by JIC's, FAK, EMK, power
plants, etc.
2.26.21 Management and identification of components removed to gain access to a given area
In cases where a component is removed from an aircraft during maintenance to gain access to a certain area, it
must be registered using the identification card or equivalent format. Maintenance provider personnel performing
the removal must note in the remarks box or equivalent that the component was removed to gain access and will
sign the maintenance personnel portion of the component identification card or equivalent format.
Then the part must be stored in a suitable place until its new installation, guaranteeing that the storage conditions
meet the requirements given by the manufacturer.
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Prior to reinstallation, the part or component must be inspected and accepted by the maintenance provider's
personnel to ensure that the part has not been damaged.
2.26.22 Management and identification of components removed due to changes in configuration of the
aircraft, engine, or system
When it is required to remove a part or component of an aircraft due to a change in its configuration, this removal
must be carried out using an engineering order or JIC duly supported by approved data (form 8110), when
applicable.
The components removed as a result of the configuration change can be stored as elements suitable for service,
as long as the following conditions are met:
• That the part / component has been operating correctly during the last flight of the aircraft and a confirmation
is made by quality personnel or maintenance manager of the contracted maintenance provider, using the
available means (MLB, CLB, flight log, etc.).
• That the part (if it is a structural element) has been inspected by a person from the quality area or maintenance
manager of the contracted maintenance provider and meets the requirements of the SRM, AMM or any other
approved data.
• If the conditions described above are met, the personnel of the contracted maintenance provider who removed
the component must prepare an identification card noting in the remarks box or equivalent, that the component
was removed due to a configuration change in accordance with the work order. No. (write down the number),
attaching a copy of the document to the card as proof.
• After the person in charge of the maintenance provider's personnel verifies that the conditions described above
are met and that the copy of the compliance document (completed) is attached, they must sign the boxes
corresponding to the maintenance personnel of the identification card or equivalent.
With the identification card completely filled out and a copy of the attached compliance document, the component
will be delivered to the corresponding area of the contracted maintenance provider for handling.
2.26.23 On board mechanic
Flights to destinations where there is no maintenance service provider or charter flights can be protected by
technical personnel through a maintenance provider contracted by Avianca or by an A&P license holder for "N"
registered airplanes, who is assigned at the station of origin of the flight according to the schedule of itinerary and
scope of their license. The aforementioned technical personnel may be on board the aircraft or travel by other
means and must be included in the lists of authorized personnel issued by the contracted maintenance provider
to perform maintenance and be authorized by Avianca through the PTL, in addition they must always carry its
license.
The on-board technician must comply with the policies established in this manual for the execution of the required
maintenance.
The on board kits correspond to the parts, materials, and tools necessary for flights with a mechanic on board; the
information on the content of these kits is controlled, updated, and communicated to the maintenance provider
contracted by MCC. In turn, the contracted maintenance provider must guarantee that these parts, materials, and
tools are available for the use of the mechanic who protects the flight. The lack of these parts, materials or tools
does not forbids the operation of the flight, however, this situation must be notified to MCC to make the
corresponding decisions.
Note: Dangerous Goods must not be boarded on any aircraft, without complying with IATA regulations for this type
of goods, company policies and local and international regulations.
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Avianca guarantees to the mechanic access to the applicable documents of the maintenance task to be performed
and to the required maintenance or regulatory manuals.
The mechanic on board must bring the telephone numbers and/or contact details of MCC and the destination
airport area, to request support when required.
2.26.24 Reserved
2.26.25 Equipment and tools control policy
All maintenance providers contracted by Avianca have a process and/or procedure for the control and
management of equipment and tools used in maintenance work on aircraft, engines and fleet components, these
processes have relevant information such as calibration dates, instructions for use and storage.
Avianca, through QA AW, ensures that all work carried out on aircraft, engines and components is carried out with
the equipment and tools designed for this purpose and is approved by the corresponding manufacturer or CAA. If
the tool or equipment to be used is equivalent to the original, Engineering or the contracted maintenance providers
must present the engineering document, plans, specifications, materials, studies, and other documentation that
supports its use, if required. by any person from Avianca or the corresponding CAA.
2.26.26 Engine monitoring program: Engine Condition Monitoring (ECM)
The aircraft systems transmit via ACARS or an equivalent system the information on the operating parameters in
different phases of flight of the engines, such as: rotational speeds, temperatures, vibrations, fuel flow and
pressures. These parameters feed into a monitoring program (software) that is provided and managed by the
engine manufacturers. Manufacturer specialists analyze and process the transmitted information to detect trends
or early deterioration that, when detected, generate an alert or message that is received by MCC and engine
engineering personnel who review the messages and manage compliance with the actions to be taken by the
2.26.27 Engine Replacement Procedures
Avianca engine changes are made following the manufacturer's procedures found in the AMM for each of the
operated fleets. All engine changes are carried out following the indications of Power Plant Engineering,
guaranteeing effective control. If the engine presents severe damage and its change is mandatory, the contracted
maintenance provider will proceed to change the engine, supported by a crew or inspection report, but in all cases
the MCC or Technical Representation areas (as applicable) and Power Plant Engineering are notified to coordinate
the change.
All engine changes are designated as an RII required inspection item and as such must bear two signatures,
additionally they must be carried out by properly trained contracted maintenance provider personnel (according to
the provisions of the MPE) and in accordance with the requirements of the AACs respectively; the tests of the
same (engine running) will be carried out in accordance with the restrictions in force at the airport where the
operation is carried out and can only be carried out by personnel who have the training and current authorization
in engine running and following the indications general instructions given in the Aircraft Maintenance Manual
(AMM) applicable to each (the TAI, LRC) fleet / aircraft and specific indications of the engine maintenance manual
chapter 71-00-00.
2.26.28 Engine run up
If an engine running procedure is necessary, it will only be developed by authorized personnel, and it is required
to have the RUN UP course current. During the "RUN UP" test, the personnel that will carry out this procedure
must be accompanied by a technician who has a license in addition to the aircraft/engine as applicable, who will
be located in the first officer's chair (it is not necessary for the second mechanic to have completed the RUN UP
course).
Ch. 2, pg. 2.26-15
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2.26.29 Procedure after engine shutdown during regular operation

In the event of an engine shutdown, the procedure described in this section must be followed until this is completed,
the aircraft will remain on the ground until de following is accomplished:
• MCC will inform Power Plant Engineering and the manufacturer's technical representative. Meanwhile, the
maintenance provider's personnel will carry out the procedures that apply both in the aircraft manual (A.M.M.)
and in the engine manual (E.M.M.). The results of these procedures will reach the MCC and Power Plant
Engineering area as soon as possible.
• The Flight Data Recorder (FDR) and the Cockpit Voice Recorder (CVR) must be immediately removed, and
the respective information downloaded with the relevant FDR data such as: N1 (N1, Ng), N2 (Nh, Np), N3 (if
applicable), EPR (torque), Oil press, bleed status, vibration, fuel flow, EGT (TGT, ITT). (Refer to the process
reading voice and data recorders).
• The pilot who experienced the engine cut must make a detailed report in the MLB and will be attentive to
answer any concerns that may arise from Engineering.
• Based on the information obtained, the Power Plant area will determine, with the help of MCC and the
Airworthiness and Regulatory Standards Manager, the removal or not of the engine involved, meanwhile, the
aircraft will remain on the ground.
• The MCC area will be responsible for informing those involved of all the data obtained and the station where
the plane is located, the decision made in this regard. If, by decision of those responsible, the engine continues
to be installed, Power Plant Engineering and MCC will continue to monitor the aircraft until it is considered
necessary.
Ch. 2, pg. 2.26-16

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Chapter 2: Maintenance Section 2.27: Weight and
procedures Balance Control
2.27 WEIGHT AND BALANCE CONTROL

Objective
To establish the methodology for the aircraft weight and balance control program, the above to keep the weight
and center of gravity within the regulatory limits in accordance with what is established by the authorities and the
aircraft manufacturer.
Scope
This process indicates the actions to be carried out from the initial weighing of the aircraft to establish the empty
weight (EW), and the location of the center of gravity (CG) until the sending of the weight and balance report to
the areas involved.
• To guarantee the control of the weight and balance of the aircraft through engineering documents and send
the W&B reports to the Operations Engineering, Dispatch and Airworthiness and Regulatory Standards
Management complying with the policies established for the aircraft weighing process.
• To provide support and serve as a communication channel between the contracted maintenance provider and
the operator in relation to aircraft weighing (monitoring and acceptance).
• To store and keep available weight and balance records.
Flight Operations & Dispatch Management
• To receive and manage weight and balance information.
• Prior to initial operation, each aircraft must be weighed by the manufacturer to establish empty weight and
center of gravity (CG) location. For aircraft transferred from an operator with an approved weight and balance
program, it is not necessary to re-weigh the aircraft unless more than 36 months have elapsed since the last
weighing.
• Every 36 months the weight and balance of each aircraft must be updated and recorded in the maintenance
software with the information obtained from the physical weighing engineering order (EOD).
• For fleets in which the use of fleet average W&B values (FOEW) is allowed, the physical weighing of all of
their aircraft will not be necessary.
• The aircraft must be weighed by the manufacturer or contracted maintenance provider, always following the
practices recommended by the aircraft manufacturers.
• The contracted maintenance organization must ensure that the scales used in the weighing and balance
procedure have a calibration program determined by the scale manufacturer or by an authorized and certified
organization.
• The Systems Engineering area must generate a W&B report and send the corresponding records to the
Operations Engineering, Dispatch and Airworthiness and Regulatory Standards Management areas.
• The weight and balance report must reflect the actual configuration of the aircraft. If not, the aircraft is at risk
of being operated outside its certified operating limits.
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procedures Balance Control
• When issuing a document that affects weight and balance (modification, alteration, or repair), the engineering
area, in charge of said document, must record in the maintenance software the W&B changes that generate
its compliance, if the exact changes are not known. values, the W&B must be updated through a physical
weighing.
• When the sum of weight and balance changes exceeds ±0.5% of the maximum landing weight (MLW) or the
cumulative change of the position of the center of gravity (CG) exceeds ±0.5% of the mean aerodynamic chord
(MAC) relative to the empty weight of the aircraft, the Systems Engineering area must generate a new W&B
report and notify the Operations Engineering, Dispatch, Airworthiness and Regulatory Standards Management
areas
Ch. 2, pg. 2.27-2

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Chapter 2: Maintenance Section 2.28: Special
procedures flights
2.28 SPECIAL FLIGHTS

Objective
To establish and define the policy to carry out special flights in accordance with the applicable regulation of the
competent CAA.
Scope
The process begins when the need arises to process the request for a special flight in accordance with the
requirements of the CAAs that regulate Avianca and ends with the completion of the flight.
Operator’s Technical Director
• Directly or through its delegate, to validate the decision to carry out special flights.
• In case of absence or consent of the Operator’s Technical Director, to validate with his/her approval the decision
of the Operator to carry out the Special Flights.
• To verify and validate compliance with the requirements to manage any request related to obtaining the special
flight permit.
• To transmit to the MCC representative or the Technical Representatives area, as applicable, all flow of
information pertinent to non-technical instructions of a mandatory nature that may additionally be required in
relation to maintenance, such as the conditions required by the CAA that approves a Special Flight Permit “SFP”
in accordance with the policy established in this manual.
• To provide support to validate compliance with requirements and thus manage the request required to obtain
ferry flight authorization requested for the incorporation of new aircraft, when applicable
MCC Management
• To transmit among the areas involved, the information related to the technical status (restrictions, ETRs, AOGs,
etc.) that this area is responsible for, in relation to the planning and execution of special flights (Ferry, Transfer,
Verification).
• To maintain communication with the contracted maintenance provider regarding the information required by the
area(s) involved in the operator, pertaining to technical and non-technical instructions of a mandatory nature in
relation to line maintenance, as well as the required conditions. by the authority that approves a Special Flight
Permit "SFP" in accordance with the policy established in this manual and also to ensure that the contracted
maintenance provider complies in accordance with the required actions.
• To ensure that all the information and operational assistance necessary to plan the special flights is received.
• To deliver to the Airworthiness and Regulatory Standards Management the information and a copy of the
necessary documentation of the personnel that is required on board the Special Flight.
• To properly coordinate interactions between the Avianca areas and the technical staff of the maintenance
provider contracted for the different line operation, in relation to the planning and execution of special flights
(Ferry, Transfer, Verification).
• To maintain communication with the contracted maintenance provider regarding the information required by the
area(s) involved in the operator, pertaining to technical instructions, and non-technical ones of a mandatory
nature in relation to different line maintenance, as well as the conditions required by the authority that approves
Ch. 2, pg. 2.28-1
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a Special Flight Permit "SFP", in compliance with the policy established in this manual, and also to ensure that
the contracted maintenance provider complies in accordance with the required actions.
Planning Management
• To plan the execution of the Special Flights.
• To send a list of pending maintenance service documents to be fulfilled in the aircraft, to the Airworthiness and
Regulatory Standards Manager to manage the request for the Special Flight Permit "SFP"
• To assist the operator in any decision for special flights, managing any queries that need to be sent to the
manufacturer in order to have their concept of acceptance that validates such decision.
• To document and deliver the instructions required for checks on verification flights and other special ones that
also require it, in accordance with the particular work carried out on each aircraft and the procedures established
by the manufacturer in the AMM for Avianca fleets.
During processes of incorporation, return or change of operator for new aircraft:
• To coordinate the logistics of the transfer flight (crew, permits with the country of arrival of the aircraft, flight
plan, fuel, customs, etc.).
• To inform and provide the Airworthiness and Regulatory Standards Management with all information and related
operational documentation (e.g. date of flight, crew, and route) and any other of contractual origin to manage
the request for a Special Flight Permit, as required.
2.28.1 Special flights policy
Special Flights are understood to be those for non-commercial purposes, which include reasons for Airworthiness
limitations (“Ferry”), training, delivery, demonstration, and positioning.
The policy described below corresponds to the special flights that apply to the primary operator and excludes the
conditions in exchange operation.
2.28.2 Ferry flight
It is a special flight that can be carried out despite not fully complying with the applicable airworthiness requirements,
however, it is certain that it can be operated safely to the appropriate destination so that the missing requirements
are met.
This flight can be dispatched with a "NO GO" item, prior approval of the competent CAA through an "SFP", with the
endorsement of the Operator’s Technical Director or Airworthiness and Regulatory Standards and as accepted by
Flight Operations.
The condition that prevents and limits compliance with all airworthiness requirements may occur when the aircraft
is in any of the following situations:
• Without the resources that optimally facilitate correcting the adverse condition.
• During the process of incorporation or return and/or change of operator for which the suspension of work on the
aircraft has been agreed for logistical reasons.
• In an area of imminent danger, from which the aircraft needs to be evacuated.
• With a mass greater than its maximum approved take-off mass, in flights over water or over land areas without
aerodromes with adequate landing or supply conditions and that require a range greater than the normal range
of the aircraft. The excess of the mass authorized by this paragraph is limited to additional fuel and special
navigation equipment necessary, eventually for the flight.
Ch. 2, pg. 2.28-2
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procedures flights
• For demonstration to a purchaser, including the training of the purchaser's crew, in new aircraft that have
successfully completed their production flight tests.
2.28.3 Special flight permit (“SFP”)
Avianca through the Airworthiness and Regulatory Standards can request a Special Flight Permit, "SFP", in the
format established by the CAA of the state of registration of the aircraft (according to the list of the Operation
Specifications), when with prior Engineering validation or other area in the specialty that corresponds to any
airworthiness limitation that exists and/or as required also by a manufacturer's document, it is considered that the
aircraft can operate in a safe flight without passengers and without cargo on the shortest route to destination to the
station of the contracted maintenance provider with the capacity to correct the adverse condition, or another
destination in the case of the return or incorporation of an aircraft. The authorization granted, for aircraft with foreign
registration (SFP), must also be presented to the local CAA of the operation state in the format established by it,
letter or other written means agreed for its respective validation/notification, as established in the applicable
regulation.
The request in the format indicated above must include at least information on:
• Purpose of the Ferry flight.
• Proposed route.
• Programming dates.
• Crew required to operate the aircraft safely with identification information (ID) acceptable by the competent
CAA, medical certifications, and licenses, as applicable.
• As required, the technical personnel on board, their identification document (ID) and technical licenses.
• Reasons why the aircraft does not conform to the applicable airworthiness requirements.
• The restrictions and limitations proposed by the state where the aircraft was damaged, when it is outside the
state of the operator.
• Any other information required by the competent CAA, in order to assess the need for additional operating
limitations to be established.
The limitations and conditions implicit in the "SFP" are described below:
• The Ferry flight must be made on the most direct route to your destination.
• The limitations established in the Flight Manual (AFM) approved by the CAA of the aircraft's state of registration
must not be exceeded.
• The aircraft must conform to the appropriate operating limitations and applicable airworthiness requirements,
except as specified in the SFP.
• In the event that it is necessary to include an airspeed or altitude restriction, it must be included in the “SFP”.
• Any other additional that is required by the CAA of the state(s) over which the aircraft operates during the Ferry
flight.
• Only the crew of pilots and technical maintenance personnel required to detect or monitor faults, as applicable,
may go on board.
• The copy of the “SFP” should be forwarded to the contracted maintenance provider for them to place it in the
MLB.
• Before the Ferry flight, an inspection of the aircraft must be carried out, which must be documented through an
entry record in the MLB in which it is specified that the aircraft is safe for the Ferry flight and adding the following
or similar statement written as established by the CAA: “I certify that this aircraft has been inspected on [insert
date] and found to be in a condition for safe operation for the intended flight in accordance with this Special
Flight Permit”.
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In all cases, the Flight Operations areas, and the Operator’s Technical Division involved areas, as applicable, in
compliance with their responsibilities must ensure that the contracted maintenance provider complies in accordance
with the conditions implicit in the "SFP", and any other scheduled work preceding the Ferry Flight.
2.28.4 Shuttle flight
This special (non-revenue) flight, also called replenishment or positioning, is carried out for operational and/or
contractual reasons (onboarding and return), to transfer the aircraft in a fully airworthy condition to the airport or
other authorized facility where it is required. Consequently, the contracted maintenance provider is responsible for
delivering the aircraft to the crew with its respective “RTS" release certification.
The procedure to be followed will be the same as for a commercial flight, even when the circumstances maintain
their character as a special flight (without passengers or cargo that generates income for reasons of incorporation,
return or other eventual circumstance) and / or are related to some eventuality in the operation of the aircraft that
corresponds to the Flight Continuity Policy established in this manual.
For these flights, it is not necessary to request a special flight permit, unless there are additional airworthiness
limitations in any of the conditions of the Ferry flight, described in this policy.
2.28.5 Demonstration flight
This special (non-revenue) flight is carried out only by decision of Avianca headed by the Operator’s Technical
Director or in his absence Airworthiness and Regulatory Standards Manager, when it is considered necessary, to
verify and confirm that the flight characteristics and the correct operation of all aircraft systems that cannot be
determined through ground checks and tests, are in accordance with the standards established by the manufacturer.
For verification flights, it is not necessary to request a special flight permit, unless there are additional airworthiness
limitations in any of the Ferry flight conditions as established in this policy.
The following requirements are listed below to carry out this flight:
• A scheduled pre-flight meeting with all the areas involved (Engineering, Quality, MCC or Technical
Representation as applicable, Planning and Operations).
• The commander is responsible for the efficient and safe conduct of the verification flight, which should not be
carried out if there are or may be adverse weather conditions, visibility, gross weight, etc. that compromise
security. It will be carried out only in optimal conditions of time and visibility according to the limitations of the
local airport where it is carried out.
• This flight will be carried out according to the instructions given in a document delivered by Engineering (JIC),
for verification flight checks in accordance with the work carried out in particular for each aircraft and the
procedures established by the manufacturer in the AMM for the applicable fleet.
• Before the flight, MCC must inform the dispatch area who will be the people who will attend the flight, so that
they can be included in the official list as part of the flight crew, as well as any variation in the empty weight of
the aircraft.
• Based on the document issued by Engineering, the personnel of the contracted maintenance provider must
record an entry in the MLB alluding to the purpose of the flight with the following text or equivalent: “Please
perform Verification Flight according to W.O. XXXX / E.O. XXX”; and in the "ACTION TAKEN" field of the MLB
will be written the text "NO MAINTENANCE ACTION REQUIRED". The other fields will be filled in accordance
with the provisions of the Forms Manual, section "Aircraft Maintenance Log Book".
• After de flight, the following information must be registered in the MLB:
- If the flight was successful, the crew will write "Verification Flight was performed with satisfactory results"
(or equivalent text) and the maintenance provider will write "NO MAINTENANCE ACTION REQUIRED" in
the "ACTION TAKEN" field. The other fields will be filled in accordance with the provisions of the Forms
Manual, section "Aircraft Maintenance Log Book".
Ch. 2, pg. 2.28-4
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- If the flight was not successful, the crew will write "Verification Flight was performed with non-satisfactory
results" (or equivalent text). The reports generated will be registered by the crew and/or technical personnel
for the maintenance provider to perform and register corrective actions.
• In the latter situation, an additional verification flight may be required whose prerequisites and results must also
be recorded in the MLB of the aircraft as established.
Ch. 2, pg. 2.28-5

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Section 2.29: Policies for
issuing a return to service
procedures
(RTS)
2.29 POLICIES FOR ISSUING A RETURN TO SERVICE (RTS)

Objective
To establish and document the Return to Service (RTS) issuance policy in accordance with the applicable
regulations of the competent CAAs.
Scope
The process provides the policies for issuing a RTS after the contracted maintenance provider has performed
maintenance, preventive maintenance, repair and/or alteration on an Avianca’s aircraft, engine, or component.
• To control that the maintenance providers comply with the RTS issuance policies.
MCC Management
• To verify that the operator's policies are complied with by the line maintenance providers after carrying out the
corrective action of a technical discrepancy or unscheduled event.
• To guarantee that the personnel of the maintenance provider who perform maintenance different from line
tasks, are on the lists for current authorized personnel.
• To guarantee that the RTS certification approval is duly signed before the start of the operation, only after the
performance of non-line maintenance tasks .
2.29.1 Policy to issue an RTS
Avianca will not operate an aircraft, engines, and / or components after maintenance, preventive maintenance,
rebuilding and / or alteration has been carried out on it, unless only authorized personnel from contracted
maintenance service providers have written / issued the RTS in the equipment maintenance record in accordance
with the requirements established in this policy.
2.29.2 Conditions to issue an RTS
It is required to issue an RTS certification when a maintenance entry is made in the MLB and it will be current as
long as no subsequent technical report is presented, in which case a new RTS must be issued.
NOTE: An RTS is not necessary if the “Action Taken” for a “Discrepancy” is made by the flight crew issuing a DMI
MEL; this is valid only if those actions do not require maintenance steps.
Avianca contracts maintenance providers authorized by the CAA of the state of registration, so it is the
responsibility of the person who signs the RTS to verify the correct fill in, closing and handling of all the items
covered by it.
If a component received maintenance without being installed on the aircraft, it requires for that maintenance a RTS
certification to be issued to it; and after its installation on the aircraft the RTS certification of that installation must
be issued.
2.29.3 Approved maintenance personnel and organizations that can issue an RTS
Only the following persons and organizations may issue an RTS to an aircraft, engine, or aircraft component after
it has undergone maintenance, preventive maintenance, repair and/or alteration:
Ch. 2, pg. 2.29-1

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procedures
(RTS)
• A Certified Repair Station (CRS) in accordance with the scope of its capability list and operating specifications.
The certification must be issued in accordance with 14 CFR Part 145.
• An aeronautical maintenance technician certified with A&P license granted by FAA according to the privileges
granted by the license.
• A manufacturer that has worked on the aircraft, engine, or component.
2.29.3.1 Requirements for the certifying personnel
The certifying personnel of the contracted maintenance providers that issues an RTS must meet the following
requirements:
• To have adequate qualification and competence to ensure the appropriate issuance of the RTS, ensuring good
maintenance practices and compliance with all airworthiness requirements.
• To be adequately familiar with the requirements of the applicable CAA regulations and with the inspection
methods and techniques, practices, equipment, and tools to determine the airworthiness of aircraft, aircraft
engines, or aircraft components that are subject to the RTS certification.
• To have real experience in maintenance of aircraft, aircraft engines, or components in a period of six (6)
months, in the last two (2) years.
• The certifying staff that issues RTS must know that with their signature they are implicitly certifying that:
- All maintenance tasks have been performed and recorded with the pertinent notes, in accordance with the
applicable CAA regulation and in accordance with the Avianca policies established in this manual.
- The works have been carried out by competent personnel, qualified, and authorized by the supplier and
in accordance with the provisions of this manual. And that the non-licensed support personnel who have
participated in these works have been continuously supervised by properly qualified personnel.
- The work has been carried out in suitable facilities, using approved and traceable aircraft materials and
components, current and applicable technical maintenance data, and also tools and equipment calibrated
and in accordance with that established by the manufacturer.
- Modifications and major repairs have been carried out in accordance with approved technical data only.
- All parts and materials used in maintenance work comply with airworthiness standards.
- All component changes have been recorded with complete and compliant information on part number and
serial number removed and installed.
- There are no known conditions that prevent the airworthiness of the aircraft.
- The aircraft, engine, or component is in a condition to operate safely.
- All required documents and manuals are current and on board in accordance with the section “Policies
and documents required for the operation” of this manual.
- The emergency and operational equipment required for flight is complete, current, and serviceable.
- A general check has been made to ensure that the aircraft, engine, or component is free of tools,
equipment, and any other part and/or foreign material and that all access panels have been properly
reinstalled.
2.29.4 Requirements to sign the RTS
The RTS must include:
1. The description or basic details of the maintenance performed, including the reference(s) of the acceptable or
approved technical data used and its revision number or date.
2. The date on which the execution of the maintenance work that is certified was fully completed. The date format
must be DD/MMM/YYYY. Example 20/MAY/2020.
3. The initial of the first name followed by the last name that identifies the person issuing the certification.
4. The number of A&P license granted by the FAA and held by the certifying person; or the authorization number
assigned by the CRS FAR 145 on behalf of which the certification is issued (employee number).
Ch. 2, pg. 2.29-2
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procedures
(RTS)
Note: Any time that a mechanic signs off with its license, it is necessary to write first the acronym of the license
before the number
5. The personal signature must be the same registered in the license with which the document is signed, as
applicable to the corresponding CAA.
6. Certificate number issued by the CAA that regulates the contracted maintenance provider, in accordance with
the first case defined in the numeral "Personnel and approved maintenance organizations that can issue an
RTS of this section.
The data specified in points (3), (4) and (5) must identify the personnel responsible for the maintenance carried
out, who certifies it on their own behalf or on behalf of the organization to which it corresponds.
The signature, (5), may be electronic/digital, understood to be equivalent to the signature made in handwritten
form, as long as there is a procedure for its use documented and accepted by the competent CAA in the supplier's
procedures manual, which must meet the requirements established in the section “Electronic/Digital Signatures in
Technical Documents” of this manual.
The possible cases that may arise depending on the registration status of the aircraft and the type of contracted
maintenance provider are specified below, as well as the information required for each of them in accordance with
the aforementioned paragraphs.
“N” REGISTRY AIRCRAFT
CERTIFIER
(IN MLB OR FORMAT THAT CERTIFICATE OF THE
APPLIES TO THE RTS CERTIFICATION ISSUANCE
MAINTENANCE PROVIDER
MAINTENANCE
PROVIDER)
(1) + (2) + (3) + (4) + (5)
Maintenance provider
(4) = Authorization number assigned by (6) = CRS Certificate Type and
certified by the FAA as
the CRS on behalf of which the Number FAR 145.
repair station CRS 145.
certification is issued.
(1) + (2) + (3) + (4) + (5)
Certified personnel with A&P (6) = License type and number
license (FAA). (4) = License Type and Number (A&P + (A&P + Number).
Number).
• A stamp is accepted for the registration of the employee number or also for the certification number of the
CRS authorized under regulation of the CAA that applies.
• Recorded data must be legible, as stated in the “Requirements for Maintenance Records” section of this
manual.
• Before dispatching the aircraft to operation, whoever certifies RTS, must additionally record in the
corresponding records, the following information:
1. If the work carried out on the aircraft has been satisfactorily carried out and the RTS can be issued, the
following statement or similar will be included: “I certify that the aircraft (Identification plate) has been
inspected according to the task (write task type) and that the maintenance work carried out has been
completed satisfactorily and according to acceptable or approved data”.
2. If after carrying out the maintenance tasks it is found that for some reason, any of the requested tasks
could not be completed satisfactorily, an RTS must be issued only for the tasks completed satisfactorily,
Ch. 2, pg. 2.29-3
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procedures
(RTS)
and the following statement or similar must also be entered: “I certify that the aircraft (Registration that
identifies it) has been inspected according to the task (insert task type), and the following list of
discrepancies and non-airworthiness condition items (include list) will be delivered to the owner or
operator”.
3. For those items that at the end of the maintenance actions are not operational and can be deferred, follow
the policies established in the section "Management of deferred reports" of this manual.
Ch. 2, pg. 2.29-4

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Chapter 2: Maintenance Section 2.30: Required
procedures Inspection Items (RII)
2.30 REQUIRED INSPECTION ITEMS (RII)

Objective
To establish the policy for implementation and control as well as define the Required Inspection Items (RII), in
accordance with the operational experience and the regulation of the competent CAAs.
Scope
The process starts from the identification and control of a Required Inspection Item (RII) in accordance with the
policy established by Avianca and ends with the step-by-step compliance and legalization by the personnel of the
contracted maintenance provider that executes and inspects it.
• Check the list of RIIs.
• Authorize personnel designated by the contracted maintenance provider to inspect RII.
• Manage the programming of training in RII policies for qualified personnel.
• Verify and control that the authorized RII personnel in the list of the contracted maintenance provider are
consistent with the records that certify their qualification in the maintenance software.
MCC Management
• To monitor, coordinate and assist the correct execution, legalization, and registration of the RII reports
generated by the authorized personnel of the maintenance providers contracted in the maintenance software.
• To facilitate and appropriately channel communication between the representative of the contracted
maintenance provider and the Airworthiness and Regulatory Standards Management regarding requests for
authorization of personnel to perform inspection on RII reports.
• To maintain adequate coordination between the technical personnel of the contracted maintenance providers
and Avianca involved areas during the performance of maintenance and/or alterations that are RII in a
maintenance operation other than the line.
Planning Management
• In coordination with all the other areas involved, to plan the execution of maintenance works that are RII.
• To guarantee that all items on the RII list are properly identified in the approved and current Maintenance
Program documents.
• Based on surveillance reports and continuous analysis, to evaluate and provide feedback to the Airworthiness
and Regulatory Standards Management on new items that need to be included in the RII list.
• To guarantee that all items on the RII list are properly identified in the documents issued by the Engineering
areas.
Ch. 2, pg. 2.30-1

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Operational Safety SMS

• To assess and provide feedback to the Airworthiness and Regulatory Standards Management on the risk
analysis of new items that need to be included or excluded from the RII list.
The concept of Required Inspection Items (RII) refers to those maintenance items and/or alterations that, if they
are not correctly executed, or if inappropriate parts, materials, tools, measuring devices or test equipment are used
in their execution could result in failures, malfunctions, or defects that would jeopardize the safe operation of the
aircraft.
This policy includes a list of specific items for each type of aircraft as required inspection tasks, as well as
procedures required to comply with these inspections.
The Required Inspection Items (RII) must be fulfilled by duly trained, qualified personnel, and authorized by the
Airworthiness and Regulatory Standards Manager.
The staff of the contracted maintenance provider must:
• Document in the MLB as RII the inspections classified as RII that are generated during unscheduled
maintenance.
The personnel of the contracted maintenance provider that performs the RII inspection must:
• Ensure that the list of personnel authorized to carry out RII inspections is included and current.
• Carry out all inspections classified as RII.
• Once verified that the work has been satisfactorily completed and recorded by and with the signature of the
maintenance person who executed the work in the corresponding fields of the MLB and maintenance software,
make the entry of approval and sign the RII.
The personnel of the contracted maintenance provider who performs the work that requires RII inspection, must:
• Start, continue, and finish the job in compliance with all established performance and record standards; and
with the permanent supervision and control of another person authorized to carry out RII inspections.
• Be a different person than the one inspecting the RII work.
• Ensure that whoever performs the RII inspection is authorized in the list of personnel to carry out RII
inspections.
The contracted maintenance provider must:
• Comply with all the requirements established in this policy, in the applicable regulations and/or in the approved
or accepted technical documentation.
• Via email, submit to the Airworthiness and Regulatory Standards Management, the List of Authorized
Personnel who meet the requirements established by Avianca to carry out RII inspections.
• Attend to any assistance instructions from the MCC or Technical Representation in relation to any additional
work that results from the development of the RII and that also classifies and/or must be considered and
handled as an additional RII.
2.30.2 Personnel authorized to carry out RII inspections
2.30.2.1 Requirements for personnel authorized to carry out RII inspections
To obtain RII authorization from Avianca, the contracted maintenance provider person must:
Ch. 2, pg. 2.30-2

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• Have a current aviation technician license issued by the applicable CAA in accordance with the requirements
established in this manual to issue RTS.
• Have current training and certification in the type of equipment (aircraft and engine); and additionally in
functions of RII in accordance with:
- Requirements of the competent CAA.
- Procedures of the contracted maintenance provider.
- Avianca training policy.
• Have a minimum experience of 18 months certifying RTS.
• Be included in the list of current authorized personnel of the contracted maintenance provider and in the
"Personnel Trained List" that certifies the Avianca’s RII policies training.
2.30.2.2 Personnel authorization to carry out RII inspections
• Airworthiness and Regulatory Standards Management requests and manages with the training area the
programming of the courses required for the personnel presented by the contracted maintenance provider
who qualifies and meets the basic requirements described in the previous numeral.
• Once taken and approved, the RII course will be certified and can be consulted through the maintenance
software.
• The certification of the RII course automatically constitutes the authorization to carry out RII inspections, which
must:
- Be reflected in the "Personnel Trained List" that Avianca issues to the contracted maintenance provider.
- Include the scope of their responsibilities, authorities, and inspection limitations.
- Maintain its validity as long as it is not revoked by the Airworthiness and Regulatory Standards
Management as established in this policy.
- Do not exceed the limitations and attributions of the license and/or authorization of the owner.
• The contracted maintenance provider is responsible for issuing, updating, and managing its list of personnel
who have been qualified and authorized to perform RII inspections. This must include:
- Name, license and/or other identification of the personnel in accordance with the requirements established
in this manual to issue the RTS.
- The scope of the responsibilities, authorities, and limitations of the inspections for which the personnel are
authorized.
• The Airworthiness and Regulatory Standards Management verifies this control every time it is required due to
new staff entry or withdrawal, and randomly through cross-checks between each list of authorized personnel
of the bases where Avianca operates (no less than 20% per year) and its corresponding PTL; which reflects
the maintenance software records that Avianca keeps available from qualified personnel in RII policies.
2.30.2.3 One time personnel authorization to RII inspection
• The representative of the contracted maintenance provider, via email, sends the request to MCC so that the
proposed person from their List of Authorized Personnel is authorized to carry out an inspection in RII of the
specific event.
• MCC sends the request to the Airworthiness and Regulatory Standards Manager. who verifies the validity of
the staff's skills and if they meet all the requirements, authorizes them once for the specific event, confirming
the authorization through the corporate email.
• Otherwise, if it does not comply, the Airworthiness and Regulatory Standards Management notifies MCC by a
written mean and copying the training area. Then, as appropriate:
- MCC transmits the rejection requesting the required information from the supplier's representative so that
the supplier sends the necessary supporting documentation. Next, it forwards the information received to
the Airworthiness and Regulatory Standards Management.
Ch. 2, pg. 2.30-3
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- The training area verifies and, with due support, updates the Avianca PTL, which is then sent to the
• The Airworthiness and Regulatory Standards Management again verifies and proceeds as described in the
previous step when receiving the request for the first time.
• The respective email of this authorization will be uploaded by the Airworthiness and Regulatory Standards
Management in the “Gerencia Calidad Operador” O365 Share Point site and will be available for consultation
for a period of no less than three years.
If the Airworthiness and Regulatory Standards Manager considers that any of the authorized persons should be
limited to certain jobs, he will send directly, if feasible, and through the representative of the contracted
maintenance provider, a written communication specifying the restriction, and as required, requesting delivery of
the updated List of Authorized Personnel that specifies the restriction of the affected person.
2.30.2.4 Revocation or suspension of the personnel authorization to carry out RII inspections
The authorization of personnel to carry out RII inspections will be revoked in the following cases:
• For failure to comply with all the duties and responsibilities established in the Avianca procedures by the
authorized personnel of the contracted maintenance provider. The suspension will be lifted as long as
compliance with the requirements that generated it is demonstrated.
• By termination of the individual's employment relationship with the contracted maintenance provider, which
must be notified to the areas of MCC or Technical Representation of Avianca in charge of the technical
administration of the contract.
Avianca will issue, in writing or electronically, the list of trained personnel, "Personnel Trained List," including the
updated RII authorized personnel, which will be sent to the contracted maintenance provider by an MCC
representative.
2.30.3 Identification of the required inspection items (RII)
• Maintenance services
The personnel of the contracted maintenance provider in charge of the aircraft will verify the entries in the MLB,
the routine maintenance cards, any scheduled maintenance data and/or discrepancies reflected in the non-routine
reports, to determine and identify if they classify within the list of RII established in this policy.
• Engineering Documents and Maintenance Programs
The documents associated with maintenance tasks issued by the Engineering and Maintenance Programs areas
of Avianca (e.g. EOD, JIC, TC, etc.) have instructions identified as RII according to the criteria established in the
RII list. Such identification is updated as appropriate each time these or new documents are revised or
implemented by the issuing area, as applicable.
The documents associated with maintenance tasks generated by the contracted maintenance provider must
identify which tasks are considered and signed as RII in compliance with this policy.
The letters “RII” will be used to identify each required inspection item, using a stamp, handwritten, or preprinted in
the issuance of scheduled documents. The corresponding work order must also be identified as RII in the
Ch. 2, pg. 2.30-4

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• Non-Routine Reports (Findings)

The personnel from the contracted maintenance provider who issue reports of findings must:
- Determine if they classify as RII according to the list of RII.
- Identify them as indicated in the previous paragraph, except for reports generated in MLB, in which they must
be marked in their respective RII box as established in the MLB instructions included in the Avianca Forms
Manual.
Any finding entered in the CLB that is RII must be transcribed to the MLB.
During maintenance work, the contracted maintenance personnel in charge of the aircraft who, in their own
judgment and supported by the assistance of the MCC or Technical Representation, consider that any work card
or reported finding and/or critical task related to the aircraft systems aircraft such as removal and installation of
components, troubleshooting and testing, have the criticality level of an "Additional" RII, must also identify it as
RII. Once an RII has been identified, it must be handled as such and can only be reverted to its "NO RII" condition
by the Airworthiness and Regulatory Standards Manager.
2.30.4 Additional RII (Addition and Removal)
Based on surveillance reports and continuous analysis:
• Any work item that is not characterized as RII and whose failure, malfunction or defect may endanger the safe
operation of the aircraft, engine, or component, will be considered a new RII.
• The Airworthiness and Regulatory Standards Manager, at the request of the CASS area and with the
respective assessment of the risk analysis confirmed by the SMS area, will validate and, if necessary, include
it in the RII list.
• Once this new RII has been validated by the Airworthiness and Regulatory Standards Manager, and prior to
the publication of the revision of this manual with the updated RII list, the MCC and Technical Representatives,
will be notified for communication to the service provider. contracted maintenance.
The Airworthiness and Regulatory Standards Manager can eliminate an RII item that is established in the list, and
that in his opinion does not merit the RII classification, after consulting the Maintenance Programs and CASS
areas. Additionally, the respective assessment of the risk analysis confirmed by the SMS area must be carried
out.
2.30.5 List of Required Inspection Items
• Except for those indicated in the list below, the special inspections (ATAs 05, 71, 72) are not classified as
RII. Neither is the removal of covers and protective devices, which must be treated in accordance with the
policy established in the "double-check items" section of this manual.
• Cases in which the only action is to obtain information to confirm if a parameter was exceeded are not
considered RII.
• However, any action or additional finding that results from the previous points or another condition, and that
classifies within the RIIs listed in this number, must have its corresponding RII management.
Ch. 2, pg. 2.30-5

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ATA REQUIRED INSPECTION ITEMS B787 A330 A320 A319

ALL Major repairs / modifications. X X X X
UNSCHEDULED INSPECTIONS
5 Unscheduled inspections as established on AMM ATA 05-50 / 05-51, only those regarding Hard
Landing and Overweight Landing when aircraft vertical acceleration values exceed established X X X X
limits (VRTA), and those regarding Flight Systems and Engines failure due to Volcanic ashes.
ELECTRICAL POWER
24
Installation of Main Batteries. X X X X
EQUIPMENT / FURNISHINGS
25 Pilot and co-pilot seats Final installation.
X X X X
Escape slide or slide raft final installation after deployed.
FIRE PROTECTION
26
Operational test after system component replacement. X X X X
FLIGHT CONTROLS
Repair / Alteration of primary flight control surfaces (Ailerons, Elevators, Rudder).
Installation / Rigging of any flight control surface (Primary, Secondary and High Lift / Flap and Slats,
/ balance panels / tabs).
Complete System Rigging.
27
Control Cable Installation / Rigging. X X X X
Flight Control Primary, Secondary and High Lift Actuators (Hydraulic, Electrical or Mechanical)
Installation / Rigging.
Control Rod installation / rigging
Side Stick assembly installation. / Control Yoke Installation N/A
FUEL
Fuel tanks prior and during access panel closing.
28 Any installation of component, parts and wiring inside of the fuel tank according to the approved
X X X X
data
CDCCL’s (Critical Design Configuration Control Limitations) Maintenance Procedures and Steps.
HYDRAULIC SYSTEM
29 RAT or ADG Installation. X X X X
EDP, PTU and Electrical Pump, as applicable, Installation. X X X X
LANDING GEARS
Landing Gear Assembly - Installation / Rigging. (MLG or NLG).
Control System Rigging.
32 Installation / Rigging of Actuator or any other Component that affects Extension, Retraction, or
X X X X
Locking.
Extension checks of the Emergency System.
Main and Nose Landing Gear strut seal replacement.
34 NAVEGATION
Ch. 2, pg. 2.30-6

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ATA REQUIRED INSPECTION ITEMS B787 A330 A320 A319

Pitot and Static System Installation including verifications that require leaks test.
X X X X
Compass Swing
AUXILIAR POWER UNIT
49
APU Final Installation. X X X X
STRUCTURES
Fuselage Skin structural Repairs that affect the Pitot & Static system or affects RVSM ZONE or
RVSM operations.
51
Structural repairs that are not contemplated on SRM (Excluding those that are classified minor or X X X X
deviations to the manual due the use of interchangeable parts or materials not listed on the manual
but that have been approved for their use, as defined by the manufacturer)
FUSELAGE
53
Primary structure installation X X X X
WINGS
57
Primary structure installation X X X X
POWER PLANT
71
Engine / Pylon / Strut / Mounts Final Installation & Functional Test as required. X X X X
ENGINE
72 Installation of Fan Blade, Disk, Module X X X X
Accessory Drive Gearbox or Transfer Gear Box (as applicable) Installation. X X X X
ENGINE FUEL AND CONTROL
73
Fuel Metering Unit or Hydro-Mechanical Unit or Throttle Control (as applicable) Installation X X X X
EXHAUST
78
Thrust Reverser – Installation / Rigging. X X X X
Ch. 2, pg. 2.30-7

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Section 2.31: Unscheduled
maintenance and special
procedures
inspections
Authority: MCC Coordinator or MCC Fleet Coordinator
2.31 UNSCHEDULED MAINTENANCE AND SPECIAL INSPECTIONS

Objective
To define policies relevant to logistical coordination of actions and resources for unscheduled maintenance related
to technical discrepancies that occur in aircraft, as a result of crew reports, maintenance reports, monitoring system
alerts (AHM, AIRCOM, AIRMAN) and unforeseen technical events, including those that require special
inspections, to return the aircraft to service, complying with airworthiness policies, in the shortest possible time.
Scope
This process begins upon receiving a support request from the crew, maintenance personnel or an alert from the
monitoring systems, in relation to a technical discrepancy, for which the analysis, evaluation, coordination and
They carry out the actions to solve the discrepancy, provide the required support or proceed in any of the figures
known as DMI, NEF, HIL. And it ends with the execution of the required actions, to ensure the control of the
maintenance carried out by a contracted maintenance provider towards the operator and the return of the aircraft
to operation prior to the issuance of the RTS, complying with the airworthiness policies.
MCC Management
• To maintain and comply with airworthiness control, in unscheduled maintenance events or discrepancies.
• To communicate and link the contracted maintenance provider and the operator, in relation to the analysis of
the information, verification, and control of the required unscheduled maintenance.
• To authorize or deny authorizations to the Contracted Maintenance Provider to carry out special inspections
that require RII.
• The primary operator is at all times responsible for controlling the maintenance and airworthiness of its aircraft.
• Technical discrepancies must be reported to MLB/CLB.
• If it is not possible to rectify the generated report or if the corrective action is considered temporary, refer to
the “Deferred reports management” process, available in this manual.
• If unscheduled maintenance cannot be deferred, the aircraft must be declared in AOG condition until the
technical discrepancy is resolved and the aircraft returned to service.
• Official communication channels are as established in the “Communication System” process.
• Unscheduled technical discrepancies detected by the crew, or the contracted maintenance provider must be
recorded in MLB/CLB.
2.31.2 Special – conditional, unscheduled inspections
• During the operation of the aircraft, unusual conditions of unscheduled maintenance may arise, which require
compliance with special inspections, whose purpose is to ensure airworthiness.
• The special inspections necessary after an incident or the performance of a flight in abnormal conditions must
be carried out before the next flight of the aircraft and comply with the regulatory processes.
• If an applicable inspection is not found in the aircraft manuals, the MCC representative must consult
Engineering (depending on the specialty), to request the respective instructions.
• Special inspections are established within the maintenance and/or the manufacturer manual as follows:
Ch. 2, pg. 2.31-1

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procedures
inspections
Airbus Fleet:
• Inspections - AMM 05 -51
• Inspection / Check - AMM 72 -00 (Only inspection items)
B787 Fleet:
• Conditional Inspections - AMM 05 -51
• Power Plant AMM 71-00-00 (Only inspection items)
List of special inspections:
a) Hard Landing or High Drag/Side Load Landing
b) Severe or Unusual Turbulence, Buffet, or Speeds More than the Design Limits
c) Landing Gear Down Overspeed
d) Flap/Slat Down Overspeed Condition
e) Dragged Engine Nacelle/Engine Seizure/Engine and Strut Damage Condition
f) High Energy Stop/Heat Damage
g) Brake Seizure
h) Burst/Flat Spotted Tires or tire tread loss
i) Wheel Bearing Failure/Damage Condition
j) Bird Strike Condition
k) Lightning Strike Condition
l) Excessive Cabin Pressure Leakage
m) Extreme Dust
n) Ice or Snow Condition
o) Volcanic Ash
p) Tail/Tail Skid Drag
q) Landing Gear Alternate Extension Condition
r) Holding or Descent in Moderate to Severe Icing Conditions
s) Overweight Landing
• The suspicion and/or occurrence of any of the above conditions during the operation of the aircraft does not
allow it to continue its operation. There must be a maintenance action and the respective legalization of return
to service.
• When any of these conditions are present; whether it is reported in the MLB/CLB or its occurrence is
suspected, the procedures to be followed will be those specified in the manufacturer's manual, according to
the reference to the inspection carried out under ATA 05, 71 or 72 (as applicable) in the MLB/CLB, as well as
the results obtained.
• Concerning unscheduled inspections due to special or unusual conditions for all fleets, refer to the Required
Inspection Items (RII) process, for consideration of the applicable policy.
2.31.3 Responsibilities of MCC personnel assigned to the process of managing technical discrepancies,
unscheduled maintenance, and special inspections
• They are responsible for providing technical support to all stations (24h/7d) for the solution of pilot reports,
technical failures, maintenance reports, or unforeseen technical events in accordance with the provisions of
the manufacturer's manuals and established regulations. .
• To maintain permanent monitoring of the different communication channels (email, fault messages with FDE
from the AIRMAN, AHM, AIRCOM, SATCOM and telephony) available at this work station to receive
notifications and queries from the crews or maintenance personnel in aircraft with technical discrepancies.
Ch. 2, pg. 2.31-2

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procedures
inspections
• To detect fault alerts with FDE, in an aircraft through continuous monitoring systems (AIRMAN, AHM,
AIRCOM, among others) of the aircraft, indicating a technical problem that requires attention from
maintenance personnel, immediate communication is established with the maintenance staff of the contracted
• To confirm with the contracted maintenance provider and support areas the estimated delivery of required
resources.
• To coordinate with the person in charge of MCC the estimation and definition of repair times or necessary
waiting time, to start the repair of aircraft in AOG condition, to return to service an aircraft with unscheduled
maintenance.
• To communicate by telephone to the scheduled maintenance provider, once a technical failure report is
received in an aircraft by the crew.
• To provide support on the ground, based on the approved technical data (AMM, MEL, TFU, etc.), with the
information available from the maintenance alert systems such as AIRMAN, AHM or others and the historical
data that is registered. in the maintenance software.
• To ensure the control of the maintenance performed on the aircraft through the authorization and control of
the TSR to line maintenance providers when required.
• To coordinate the troubleshooting to be executed, which consists of the set of tests, inspections,
measurements, etc., using the approved technical manuals, with the purpose of defining the fault.
• To notify the Operations SOC via email of AOG events.
• To verify affectation in the operation (delays / cancellations caused by an AOG event).
• To coordinate with the contracted maintenance provider the execution of the corrective action, when required,
to correct the cause or causes of the technical discrepancy, which generated the unscheduled maintenance
of the aircraft.
• To notify via email, the Operations SOC, the return to service of an aircraft.
• To provide feedback to the contracted maintenance provider on any flow of information received at the MCC,
issued by the Airworthiness and Regulatory Standards Management, pertaining to non-technical instructions
of a mandatory nature that may additionally be required in relation to line maintenance, such as the conditions
required by the authority that approve a Special Flight Permit "SFP" in accordance with the policy established
in this manual, in order to ensure that the contracted maintenance provider complies in accordance with the
required actions. And then forward to the Airworthiness and Regulatory Standards Management for validation.
• To maintain permanent communication with the Early Warning and Repetitive Failures Management system
in order to avoid reprocessing in the troubleshooting of critical reports and to provide feedback on those
continued in the operation for their follow-up and/or the generation of action plans to avoid the recurrence of
the fault.
• To carry out the necessary coordination to attend to the alert messages sent by the MCC manager assigned
to the Early Warning and Repetitive Failure Management Process, depending on the priority indicated.
• To communicate immediately to the Operator’s Technical Director & the MCC Manager, when there is a critical
situation, incident, emergency, or high risk in the aircraft under his charge.
• To provide technical support, when the aircraft is on the ground, under maintenance control.
2.31.4 Contracted maintenance provider
The Operator through the QA AW program monitors compliance with the following requirements for the contracted
maintenance provider:
• To contact the MCC in unscheduled maintenance events that require assistance and/or support.
• To receive and execute the instructions of the MCC, for the solution of unscheduled maintenance, in
accordance with the manufacturer's manuals and regulations.
Ch. 2, pg. 2.31-3
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inspections
• To notify MCC, the results and evidence of the actions of technical discrepancies, when required by the MCC.
• To legalize the actions agreed upon by the MCC in the MLB/CLB and enter the information into the system, in
accordance with the procedure established by the operator, to leave the aircraft in an airworthy condition.
• To submit proof of legalization of the MLB/CLB to the MCC, when required by the MCC.
• To coordinate with MCC the time of the aircraft on the ground, in unscheduled maintenance events, for aircraft
in AOG condition.
• If damage is found during an inspection, the contracted maintenance provider personnel must generate the
respective reports in the MLB/CLB and correct them under the specifications of the manuals and applicable
regulations.
2.31.5 Personnel authorized to carry out special and conditional inspections
Unscheduled inspections for special or unusual conditions for all fleets, which appear in ATA 05 and ATA 71-
00/72-00, such as: Engine FOD inspections or volcanic ash, Hard/Overweight Landing, bird strikes or lightning;
bumps in flight or ground, FOD's etc., are not always classified as required inspection items (RII), but it is
considered that these inspections must be carried out by duly trained and qualified personnel from the contracted
maintenance provider; it should be noted that the provisions of the list of Required Inspection Items (RII) of this
manual must always be verified and complied with.
Ch. 2, pg. 2.31-4

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Chapter 2: Maintenance Section 2.32: Parts &
procedures Components Management
2.32 PARTS & COMPONENTS MANAGEMENT

This chapter presents the policies that Avianca uses to control the parts that are installed on aircraft operated by
the airline. Through the airworthiness management and the quality system, Avianca ensures that each
maintenance provider has procedures that guarantee compliance with the policies set forth in this manual for the
handling, storage, life limit control, and installation of parts on aircraft operated by Avianca.
The resulting activities to comply with these policies are fulfilled through contracted services with maintenance
providers in their facilities; in this way, every replacement of parts and/or components is registered, guaranteeing
the traceability of the parts. No part may be installed that does not meet the airworthiness criteria described in this
manual, which are based on the following principles:
1. The part has a mark that identifies it and links it to a type design that comes from a legally constituted
organization and that has been manufactured in accordance with a recognized standard.
2. If the part was originally designed for non-aeronautical uses, it must be approved for use in aeronautical
products, in accordance with a type certificate / supplemental type certificate.
3. The part can also be accepted if it has been manufactured under a Parts Manufacturing Approval (PMA).
4. If the part was manufactured by a maintenance organization, it can be accepted as long as it has been designed
and produced for the purpose of maintaining or altering the aeronautical product to be maintained and in
accordance with procedures approved by the CAA of the country of origin. aircraft registration.
Avianca has a list of approved suppliers of parts, components, and materials to be installed on its aircraft. This list
is maintained in the maintenance software and is automatically updated each time the Materials area manages
the creation or deletion of a new provider.
Ch. 2, pg. 2.32-1

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Section 2.33: Management
of parts installed in the
procedures
aircraft
2.33 MANAGEMENT OF PARTS INSTALED IN THE AIRCRAFT

Objective
To present the way in which Avianca controls the parts that are installed in the aircraft it operates, complying with
civil aviation requirements and ensuring that:
1. Parts and materials used in aircraft come only from approved sources.
2. The requirements of the necessary documents for the parts and components are established.
3. History or provenance of new or used parts can be established to determine their legality.
Scope
This process begins with the establishment of the policies set by Avianca so that maintenance service providers
can establish the legality of the parts installed on Avianca aircraft, also including the policies under which parts
are leased or acquired between Avianca and external airlines that are not part of inter-company agreements. The
process ends with the installation of the requested parts in the aircraft operated by Avianca.
• To control the necessary policies to achieve the installation of airworthy parts in Avianca aircraft, as well as
the verification of the documents of those parts when required.
• To define methods to confirm that maintenance service providers contracted by Avianca make a correct
implementation of the necessary policies to accept a part that will be installed in aircraft operated by Avianca.
Inventory Planning
• To guarantee the inventory of parts in accordance with current supply models to ensure continuous operation
of the aircraft used by Avianca.
Technical Supply
• To ensure compliance with the policies for the loan of parts between airlines described in the section “Pooling
– Parts Leasing Agreement” during the procurement of components that may be needed by aircraft with AOG
status operated by Avianca.
2.33.1 Pooling, control, and identification of parts
2.33.1.1 Identification of parts
All aircraft, aircraft propellers, propeller blades or hubs, and aircraft engines bear a manufacturer's identification
plate, made of non-flammable material, on which the following information is inscribed:
1. Name of the manufacturer.
2. Model designation.
3. Manufacturing serial number.
4. Type certificate number.
5. Production certificate number, and
6. For aircraft engines, the powers of established regimes.
Every part that is installed on an aircraft operated by Avianca is permanently and legibly marked with a part number
(or its equivalent) and serial number (or its equivalent).
Ch. 2, pg. 2.33-1

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2.33.1.2 Incoming of parts

The aeronautical parts with a production system approval and manufactured according with approved data can be
accepted in the inventory of Avianca if:
1. They are manufactured under a PMA (in accordance with the internal procedures of Avianca); or
2. They are manufactured under a TSO; or
3. They are covered by the TC of a product or if they come with an AW Certificate for export issued by a country
of design that has an acceptance agreement with the USA; or
4. Was approved in any other manner stablished by the FAA
2.33.1.3 General policy for parts installation
Consistent with the criteria presented in the foregoing paragraph, parts that can be installed in products with TC
operated by Avianca are:
1. Produced under a type certificate
2. Produced under an FAA production approval; or
3. Standard parts (such as nuts and bolts) conforming to an established industry or U.S. specification, or
4. Commercial Parts which are articles listed on an FAA-approved Commercial Parts List included in a design
approval holder's Instructions for Continued Airworthiness; or
5. Parts produced by an aircraft owner or operator for maintaining or altering its own product and which are
shown to conform to FAA-approved data; or
6. Manufactured by an appropriately rated maintenance provider with a quality system, and consumed in the
repair or alteration of a product or article in accordance with the applicable aviation regulations for the
performance of maintenance; or
7. Produced in any other manner approved by the FAA.
In all circumstances Avianca demands that the installer of a part uses methods, techniques, and practices
acceptable to the registration state CAA. Additionally, the installer of a part must accomplish the work in such a
manner and use materials of such quality that the product or appliance worked on will be at least equal to its
original or properly altered condition with respect to the qualities affecting airworthiness.
2.33.1.4 Pooling - parts leasing agreement
2.33.1.4.1 International Airlines Technical Pool
As a resource to guarantee the availability of the "aircraft recovery kit", required at key stations by airport
regulations, Avianca has become a member of the "International Airlines Technical Pool - IATP". However, and
when necessary, Avianca can expand its coverage within the IATP agreement in order to also access the pooling
of components and engines that are made available by the airlines subscribed to the agreement, complying with
the agreed terms; In this case, the components leased by the members of the agreement will follow the policies
of "reception of parts" presented in the following section, in order to be installed on the aircraft operated by Avianca.
2.33.1.4.2 Loan of parts between airlines other than the group made up by AGIL
Whenever an Avianca aircraft is in an AOG situation at a given airport and there is no stock of the required
components or materials at that station, Avianca may request parts from other airlines that operate the same type
of aircraft, as loan or purchase. When it becomes necessary to make loans or purchases of components under
the provisions of this section, the components must bring with them the appropriate certification documents, these
documents must have sufficient information to establish the history of the part up to the internal quality system of
the airline that lends or sells the component and makes a clear identification of the organization authorized to issue
the last RTS in compliance with the applicable maintenance regulations; for example (as the case may be):
Ch. 2, pg. 2.33-2

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• With a “Loan and Borrow Document - LBD”, or

• Only with a label or “serviceability” mark from the airline that has loaned or sold the part, which includes the
part number and serial number of the unit, only if the leasing airline's inventory is maintained in accordance
with FAR 121 and provided, they have installed their own part identification plates and markings, clearly
showing the part number and serial number; or
An FAA 8130-3 form / EASA Form 1, or
• With a bill of sale
• In any case, upon receipt of the component, the receipt and storage inspection service provider must verify
that:
- The part number is correct against the certification or documentation provided,
- That the serial number is correct against the certification or documentation provided,
- That the amount received corresponds to that requested by Avianca,
- That the part comes with a “Tear Down Report” (if applicable).
2.33.2 Parts manufactured by an AMO
Avianca does not produce parts for the purpose of maintaining or altering its own aeronautical products, however,
it may contract with approved maintenance organizations to manufacture parts under its own quality system or
under Avianca's quality system, depending on the situation of each AMO contracted. In the latter case, Avianca
provides the AMO with documentation based on approved technical data that contains information for the
manufacture of the parts that can be installed on the airline's aircraft. The documentation must be sufficient to
allow the AMO to determine the airworthiness condition of the part and to issue the certification for its installation
in the aeronautical product being maintained.
The documents required by Avianca to install parts manufactured by contracted AMO in its aircraft are determined
in the "Inspection and reception of products and parts policies" determined in this manual.
2.33.3 Components with limited life during storage - (shelf life)
Avianca ensures that maintenance providers have and comply with a useful life program for the control of parts
and materials, this program complies with the civil aviation regulations under which they are certified, controlling
the useful life limits of components and materials stored. For this purpose, Avianca uses the surveillance carried
out to comply with the terms agreed in the maintenance contracts.
QA AW, through its quality assurance program, verifies that maintenance providers have this limit life and storage
control program, through approval and recertification audits.
2.33.4 ESDS components
Avianca requires those maintenance providers contracted to work on ESDS parts to develop and implement a
program for the care of those parts, which considers at a minimum:
• The use of appropriate packaging and markings to designate ESDS parties.
• Demarcation of areas where ESDS parts are handled.
• The use of elements that connect to ground or isolate static discharges during handling or storage of ESDS
parts.
The supplier's ESDS program complies with the civil aviation regulations under which they are certified and is
verified by Avianca by monitoring compliance with the terms agreed in the maintenance contracts.
QA AW, through its quality assurance program, verifies that maintenance providers have this ESDS component
control program, through approval and recertification audits.
Ch. 2, pg. 2.33-3

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Section 2.34: Policy for
Chapter 2: Maintenance parts removed from "inter-
procedures company" aircraft to assist
AOG aircraft
2.34 POLICY FOR PARTS REMOVED FROM INTER-COMPANY AIRCRAFT TO ASSIST AOG AIRCRAFT
Objective
To establish policies to restore the airworthiness of an aircraft when parts are required that are not available in
inventory (stock) but can be removed from another engine/APU or aircraft in "AOG" condition or in a maintenance
service.
Scope
The process begins with the request of the necessary part and the confirmation by the contracted maintenance
provider of the absence of units in the inventory (non-stock). The process ends with the installation of the requested
part on the receiving aircraft and the consequent replacement in the donor aircraft.
• To establish policies for the loan of parts between inter-company aircraft to ensure the airworthiness of the
company's aircraft.
MCC Management
• To serve as a communication channel between the contracted maintenance provider and the operator, in
relation to the analysis of information, verification, control and authorization of the parties required for line
maintenance.
• To serve as a communication channel between the operator and the contracted maintenance provider, which
includes the analysis of information, verification, control, and authorization of the aeronautical products
required for different line maintenance.
2.34.1 General
The processes explained in the following subsections must be conducted considering the provisions presented in
section “Messages for entering reports to the maintenance software” of this manual; please refer to that section to
supplement the policies shown below.
2.34.2 Parts removed from engine/APU or aircraft to assist another engine/APU or aircraft in AOG
condition
Avianca works to maintain a sufficient inventory of aeronautical products to avoid disposing of parts from an
engine/APU in stock or an aircraft in “AOG” condition or out of the operation line. However, in extraordinary
situations and through the use of the policy presented in this section, the parts of an AGIL engine/APU in stock or
aircraft may be used to assist another aircraft in “AOG” condition, only if the donor operator authorizes first the
part(s) transfer.
Avianca, through the MCC and Technical Control Director or its delegate authorizes the removal and installation
of parts, considering the notification issued by the inventory planning and technical purchasing areas indicating
that the part needed is not available in stock. The contracted maintenance provider may in no case use this process
to assist an aircraft, without the authorization of the donor operator.
The “donor” engine/APU or aircraft, from which the requested part is removed, must be operated by one of the
AGIL airlines and be off-line, either undergoing scheduled or unscheduled maintenance.
Ch. 2, pg. 2.34-1
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AOG aircraft
In addition to what is established in the section "Inspection and reception of products and parts policies" of this
manual, the parts that are removed from an engine / APU or aircraft of the AGIL’s AOCs to assist another aircraft
or engine / APU of the group in AOG condition must have attached the Robbed Part TAG (refer to the Forms
Manual). The Robbed Part is used to record the "serviceable" status of the component removed from the donor
aircraft, this enables the contracted maintenance provider's personnel to make the appropriate arrangements in
the maintenance software to release the part and allow the Short-Term Planning personnel to update the
component information in the system.
Note: The parts to be installed in an “N” registration aircraft must only come from another “N” registration aircraft.
2.34.2.1 Inter-Company Engine/APU or aircraft parts exchange
The MCC or Technical representation area (as applicable) guarantee that removed parts may be installed on an
AGIL "receiving" aircraft, notifying the maintenance provider through an e-mail that the following criteria has been
verified and accepted by all the responsible areas involved following the corresponding internal procedures; in
consequence, the part can be transferred from the donor aircraft to the receiving aircraft:
• This process should not be used if the AMM indicates that the maintenance work to be performed can only
use new parts on the receiving aircraft.
• The part obtained from the “donor” engine/APU or aircraft must be in airworthy condition. (i.e., the engine/APU
or aircraft is not out of service due to the component that is intended to be removed)
• The parts and the system in which they were installed have not presented failures in the last 30 days before
the removal of the donor aircraft.
• The donor engine/APU or aircraft cannot be involved in any accident or incident investigation at the time of
loan.
• The P/N of the product or part to be installed on the receiving aircraft must be eligible for installation based on
the IPC of the receiving aircraft.
• The recipient aircraft's maintenance program must not be affected by the change of parts performed under
the policy in this section.
• If the part is controlled by “Hard Time” or “Life Limit,” it must meet the requirements established in the
maintenance program and guarantee the following before its installation:
1. The life state of the component has not changed
2. The product did not accumulate in-service time while removed from aircraft.
• The part removed from the donor engine/APU or aircraft must be up to date with the applicable AD's.
• The part removed from the donor engine/APU or aircraft must be in compliance with the applicable ICAs.
• For structural parts, the requirements of the OIP (Operator Implementation Plan) manual regarding damage
control and structural repairs must be met.
• Comply with the policies set out in the section "Component change messages to be uploaded to the
maintenance software" of this manual.
• The donated part must be replaced on the donor aircraft prior to its return to service.
Likewise, when handling parts or products the maintenance provider must:
• Enter a report in the MLB of the donor aircraft indicating that a part has been removed to assist another
aircraft in AOG condition. The report must indicate which part number (PN) and serial number (SN) has been
removed. The report must be answered with information that includes the part number (PN) and serial number
(SN) that has been installed.
• Write in the MLB of the donor aircraft the movement of parts generated by this process.
Ch. 2, pg. 2.34-2

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AOG aircraft
• Complete the Robbed Part TAG following the instructions presented in the forms manual and in accordance
with the policies presented in this section.
• A photo of the Robbed Part TAG must be attached to the documents required in section "Messages for
entering reports to the maintenance software" and sent by the same means described in this section.
Subsequently, the Robbed Parts TAG can be discarded.
2.34.2.2 Parts exchange among Avianca Engines/APUs or aircraft
The MCC or Technical representation area (as applicable) guarantee that removed parts may be installed on a
Avianca "receiving" aircraft, notifying the maintenance provider through an e-mail that the following criteria has
been verified and accepted by all the responsible areas involved following the corresponding internal procedures;
in consequence, the part can be transferred from the donor aircraft to the receiving aircraft:
• The Aircraft Maintenance Manual and/or the Illustrated Parts Catalog of the aircraft must allow the exchange.
• Check the position where each component is installed.
• This procedure is NOT used for the purpose of extending the time of a deferred report by MEL.
• MEL requirements are met (when applicable).
• A troubleshooting is conducted by exchanging components (with the same part number or with a different
part number as long as the Illustrated Parts Catalog and/or Aircraft Maintenance Manual indicate their
compatibility), in order to conclude that it is not a system failure and confirm that instead is a component
failure.
• The MEL instructions (if applicable) are followed, guaranteeing that everything is correctly configured,
activated and/or deactivated, according to the manufacturer's maintenance manual and the MEL instructions.
• Every component transference is correctly registered in the aircraft MLB or the corresponding technical record
of the donor and receiving aircraft, as well as in the operator's maintenance software, specifying the removal
and installation of each P/N & S/N with the reference of the manual used and the MEL.
• The operational checks and/or deactivation that must take place, as well as the safe management of the
components must be conducted to return the aircraft to its airworthy condition and the subsequent return to
service.
2.34.3 Change of position of parts within the same aircraft
The maintenance provider can exchange parts within a single aircraft to correct a discrepancy, as long as:
1. The Aircraft Maintenance Manual and/or the Illustrated Parts Catalog of the aircraft must allow the exchange
of position of the involved parts.
2. Check the position where each component is installed
3. This procedure is NOT used for the purpose of extending the time of a deferred report by MEL.
4. MEL requirements are met.
5. A troubleshooting is conducted by exchanging components (with the same part number or with a different
part number as long as the Illustrated Parts Catalog and/or Aircraft Maintenance Manual indicate their
compatibility), in order to conclude that it is not a system failure and confirm that instead is a component
failure.
6. The MEL instructions (if applicable) are followed, guaranteeing that everything is correctly configured,
activated and/or deactivated, according to the manufacturer's maintenance manual and the MEL instructions.
7. The personnel of the contracted maintenance organization consult previously any decision to use this
procedure with MCC.
8. Every component transference is correctly registered in the aircraft MLB or the corresponding technical record
and in the operator's maintenance software, specifying the removal and installation of each P/N & S/N with
the reference of the manual used and the MEL (if applicable).
Ch. 2, pg. 2.34-3
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AOG aircraft
9. The operational checks and/or deactivation that must take place, as well as the safe management of the
components must be conducted to return the aircraft to its airworthy condition and the subsequent return to
service.
Ch. 2, pg. 2.34-4

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Section 2.35: Inspection
policies for the reception of
procedures
products and parts
2.35 INSPECTION POLICIES FOR THE RECEPTION OF PRODUCTS AND PARTS

Objective
To communicate Avianca’s policy for the process of inspection for the reception of products and parts to:
• To prevent the acceptance of parts not suitable for installation in aircraft, engines and/or APU.
• To guarantee the traceability of products and parts to comply the regulation of the countries of the operation
and registry, as well as the accepted industry standards.
Scope
This process implementation starts with the definition of policies for products and parts reception until their
registration in the maintenance software.
• To control that the policies regarding the “Reception of Products and Parts” Process comply with the required
airworthiness standards.
This section describes in detail the operator’s policy carried out by the contracted AMO for the process of receiving
Avianca's products and parts. The criteria that products and parts must meet in order to be installed in aircraft,
engines and/or APUs, guaranteeing their traceability, are:
• The contracted AMO must guarantee adequate spaces and areas for the control, preservation, storage,
segregation, and conditioning of products and parts to maintain their integrity.
• The contracted AMO must also guarantee:
- Compliance with the instructions given by the manufacturers.
- Compliance with the standards demanded by the competent CAAs.
- Compliance with the Shelf Life policies.
- Proper management of rejected parts.
- Compliance with ESD (Electrostatic Sensitive Device) applicable requirements
- Detection and proper handling of parts that come from an unapproved source (SUP).
- Proper management of dangerous goods.
• The products and parts must come from approved sources such as: OEMs, PMAs, AMOs or other equally
approved sources.
• Hard Time (HT) and Life Limit (LL) products and parts must comply with the provisions of the operator's
maintenance program and must have at least a remaining life of at least half of their lifetime when they are
received.
• The contracted AMOs must notify the Operator all detected SUPs and follow the current regulatory
requirements.
• The operator, through the Airworthiness and Regulatory Standards Management must report SUPs to the
CAAs from the Operator and Registration State.
• The conditions that must be ruled out and reported to the operator during the physical inspection of products
and parts, as well as their packaging, include, but are not limited to:
- Corrosion, wear, discoloration, erosion, dents, pits, punctures, deformations, cracks, scratches, kinks,
bends, humidity marks or other defects that show improper handling.
- Missing and/or damaged fasteners (bolts, nuts, screws, washers, rivets, flanges, snaps, staples, supports,
tapes, etc.).
Ch. 2, pg. 2.35-1
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products and parts
- Improper plugging protection of pipes ports and / or electrical connections.

- Clogging of pipes, ducts, and hoses.
- Altered identification placards and other identification anomalies.
• Data of part number, serial number, batch number, model, manufacturer, Shelf Life or others in the
identification placards and marks must be fully legible and must conform to those registered in the receipt
documentation.
• The quantity received corresponds to the quantity requested by Avianca.
• According to the corresponding classification, the articles must have at least the documentation specified in
the following table:
1. FAA Form 8130‐3 or
2. TCCA Form ONE or
Invoice, 3. EASA Form 1 or Robbed Certificate Safety Test / Analysis Loan &
PRODUCTS / Teardown / Serviciable ATA 106 Flammability
Packing 4. UK Form ONE or Parts of Data Material Borrow
DOCUMENTS Work Order TAG Certificates Test
List. 5. EASA/CAA Form TAG Conformity Sheet Certification Document
ONE‐Dual
Release FAA
New Units
X X1
/Components.
OVH, Repair,
Test Order X X1 X
Components
Standard
Parts (AN‐
X X 1 and X 2 X2 X X
NAS‐BAC‐MS‐
MIL‐etc.)
Borrow Units X X1 X3 X 10
Robbed Parts
X
AGIL
PMA / TSO
X X1 X
Units
Tools and
X X5 X8
Equipment
Packing,
Seals, Paints,
Tape,
X X2 X X
Sealants,
Paint
Adhesives
Carpets,
Leather, X X2 X X
Plastics.
Part Produced
X6 X
by an AMO
Raw Material X X2 X X
Frozen
X X2 X X
Products ‐X 7
Defibrillator,
X X8
Stethoscopes.
Non‐
aeronautical X X9
material.
X: Required document.
X 1: Only one of these documents FAA Form 8130‐3 / TCCA Form ONE / EASA Form 1 / UK Form ONE / EASA/CAA Form ONE‐Dual
Release FAA, is required.
X 2: Optional document.
X 3: Optional document when the documents referenced in “X 1” do not come with the part/product being received.
X 4: Only one of the documents marked in this row is required.
X 5: When the tool is manufactured by a maintenance provider, a Work Order is required (e.g.: Engineering Order).
X 6: The EOD/JIC/Work Order used to manufacture the part or product is required
X 7: Procedures for frozen products.
X 8: For calibrable tools and equipment, the certificate of conformity means " Certificate of calibration result" (issued by the OEM or by
NIST or any agency recognized by NIST); must include the calibration date and the corresponding expiry date. They should be
received following the manufacturer's parameters, checking the physical condition of the equipment/tools: appropriate packaging,
temperature measuring devices, bags and as applicable in agreement with the manufacturer.
Ch. 2, pg. 2.35-2

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procedures
products and parts
Do not open the bag, opening the bag may cause damage to the material inside. If in doubt, contact the manufacturer immediately.
X 9: This certificate must state that the component complies with the standards under which it is produced as these components are not
within the aviation standards.
X 10: -Optional document - If you do not receive the part or product with an additional document, this document is sufficient to accept the
part or product only for the case presented in the "AOG loan of parts between airlines other than the AGIL group" section of this
manual.
The articles that pass the inspection for the reception of products and parts will be identified as suitable for service
"Serviceables", through labels, tags, cards, marks, or other means established by the contracted AMO. Avianca
ensures that all the information received with the articles will be registered in the maintenance software. The
products and parts rejected in the incoming inspection must be identified, segregated, and stored in a safe
quarantine area for parts and materials awaiting for disposal.
The contracted maintenance providers' procedures to comply with the operator's inspection policy for the reception
of products and parts policy are controlled through the Airworthiness Management and the Quality System, to
ensure that the requirements are fulfilled in accordance with what is specified in the regulations of the
corresponding CAAs.
2.35.2 Bilateral agreements
2.35.2.1 Between the FAA and the TCAA
Articles are received from Canada, in accordance with the provisions of the existing bilateral agreement between
the FAA and the TCAA, to which maintenance, preventive maintenance and modifications have been carried out
by a Maintenance Organization Approved by Civil Aviation (AMO) of Transport Canada holding appropriate
clearances with respect to US aeronautical products located in Canada.
2.35.2.2 Between the FAA and the JCAB
In accordance with the provisions of the Bilateral Agreement exposed in the Implementation Procedures for
Airworthiness, existing between the FAA and the JCAB, new articles are received from Japan, when they meet
the following requirements:
• Each new part or component exported to the USA with a JCAB airworthiness approval will have a Form 1
Export Certificate of Airworthiness for Parts and Components or a Form 18 JCAB CAR Authorized Release
Certificate.
• The FAA accepts a JCAB export certificate of airworthiness for articles or an authorized release certificate on
new components (Technical Standard Order); the issuance of the certificate stipulates the following:
- According to the FAA approved design, as specified in the FAA Letter of TSO Design Approval.
- Complies with applicable FAA Airworthiness Directives.
- Is marked in accordance with FAA parts identification and marking requirements, and
- Meets all additional requirements prescribed by the FAA.
2.35.2.3 Between the FAA and the UK CAA
Articles are received from the UK, in accordance with the provisions of the existing bilateral agreement between
the FAA and the UK CAA, which have undergone maintenance, preventive maintenance and modifications by a
Civil Aviation Approved Maintenance Organization (AMO) of the UK Civil Aviation Authority having appropriate
ratings in respect of US aeronautical products located in the UK.
2.35.3 Control of articles discarded due to rejection (scrap)
The contracted AMO must comply the following policy every time an article owned by the operator is rejected:
Ch. 2, pg. 2.35-3

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procedures
products and parts
• All rejected articles that have not met requirements regarding HT,LL, SL, etc., those with excessive wear or
tear, deterioration, damage, or defect beyond established limits, those not suitable for service like the not
economically repairable (BER), and all others that are not approved in the receipt inspection process, must
be mutilated, to make sure that these items may not be used or installed on any aircraft.
This process must be developed in such a way that it does not allow the rejected articles to be returned to service
and additionally it must avoid that those articles appear as “serviceables”, that is to say usable and apt for service.
Ch. 2, pg. 2.35-4

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Chapter 2: Maintenance Section 2.36: PMAs
procedures Approval and Use
2.36 PMAs APPROVAL AND USE

Objective
To establish the guidelines by which PMA parts must be accepted in Avianca and their use on aircraft.
Scope
This process begins with the analysis of the PMA parts that are candidates to be used by Avianca and ends with
the approval and notification of the areas involved for their use.
Engineering Manager
• To control that the policies related to the process of approval and use of PMAs comply with the required
airworthiness standards through the validation of the approved technical documentation of the parties for their
subsequent approval and use in the aircraft.
• To request the acceptance from the Technical Fleet Management, to guarantee that contractually there are
no restrictions on the use of PMAs on Avianca aircraft.
• To create in the maintenance software the PMA parts for use in the aircraft.
Through the Airworthiness and Regulatory Standards Manager, give your acceptance for the use of PMAs before
their installation.
Technical Supply
• To guarantee and manage the best commercial proposals on the market, the delivery of the technical
documentation required to be sent to engineering, manage purchase orders, receipt of material in the
maintenance software and, if deemed necessary, manage the components that are needed to perform a test
that supports the applicability of the part on aircraft operated by Avianca. Subsequently, notify the inventory
area about the availability of the part in the airline's stock.
• To guarantee and manage the best commercial proposals on the market, the delivery of the technical
documentation required to be sent to engineering and follow up to ensure that with the technical evaluation
the PMA part(s) can be included or rejected in a proposal. negotiation. If necessary, the area will be in charge
of processing a contract in order to maintain the commercial conditions of the negotiation.
Inventory Planning
• To plan the requirements of parts according to the demand of the operation under the current supply model.
Parts that are included in the eligibility list of a PMA supplement that is approved by the FAA and developed by
the certified PMA manufacturer may be installed on aircraft operated by Avianca provided the make and model of
the aircraft involved is listed in the PMA supplement eligibility.
If the PMA supplement eligibility does not include the make and model of the affected aircraft, these parts can be
installed as long as all of the following 3 conditions are met:
• The Avianca airline performs an engineering evaluation, in accordance with the internal procedure, which
determines that the part is eligible and that it can return the affected aircraft to its airworthy condition.
Ch. 2, pg. 2.36-1
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Chapter 2: Maintenance Section 2.36: PMAs
procedures Approval and Use
• The PMA manufacturer issues a “No Technical Objection” (or equivalent document) indicating that the part is
or may be eligible for installation on the aircraft involved and that the supplement eligibility list is being or will
be revised to include the make and model of the affected aircraft.
• The airline Avianca , based on the engineering analysis requested in the first condition, issues an
"Engineering Approval" certifying that when the PMA part is installed on the aircraft involved, it will be returned
to its airworthy condition.
Imported PMA products must be in compliance with CAA product certification marking requirements and this
identification will be acceptable to other applicable CAAs.
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Section 2.37: Control of
Components with
procedures
Controlled Life
Authority: Long Term Maintenance Planning Coordinator
2.37 CONTROL OF COMPONENTS WITH CONTROLLED LIFE

Objective
To establish the control policy to keep updated the information of the components with controlled life of Avianca.
Scope
This process begins with the creation in the maintenance software of the components with controlled life and their
requirements; ends with the update and control in this system.
Long Term Maintenance Planning Coordination
• To keep updated all the information of the components with controlled life of Avianca in the maintenance
software.
• To analyze, load and update the requirements of components with controlled life in the maintenance software.
• To control service times and expiration requirements of engineering documents considering their
measurement units such as: flight hours (FH), flight cycles (FC), calendar days.
• To initialize the requirements of the components in the maintenance software in accordance with the technical
provisions issued by the manufacturers and/or CAAs as applicable.
• Analyze, load, and update the requirements of components with controlled life in the maintenance software
related to the approved Maintenance Program.
• Control service times and expiration requirements of the approved maintenance program, taking into account
its measurement units such as: flight hours (FH), flight cycles (FC), calendar days.
• Initialize the requirements of the components in the maintenance software in accordance with the approved
Maintenance Program as applicable.
Short Term Maintenance Planning Coordination
• To be responsible for the installation and removal of all components with controlled life of Avianca in the
2.37.1 Process to control life limited components
This process guarantees that all life-controlled components installed on Avianca aircraft are registered in the
maintenance software according to their requirements, ensuring their control and traceability.
The components are controlled according to the following classification:
• Hard Time (HT)
• Life Limited Parts (LL)
2.37.2 Guidelines for the process for control of components
Long Term Maintenance Planning Coordination guarantees:
• That all components with controlled life are duly supervised in the maintenance software.
• Through the maintenance software, control of the components is carried out by monitoring the following
information:
Ch. 2, pg. 2.37-1
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Section 2.37: Control of
Components with
procedures
Controlled Life
Authority: Long Term Maintenance Planning Coordinator
- Part number.
- Serial number.
- Manufacturing date.
- Installation date.
- Hours and cycles.
- Control requirement as stablished in the Maintenance Program.
- - Position inside the aircraft.
• New and non-maintenance software part numbers (P/N's) are created and initialized the first time by
Engineering based on their specialty, who determines component applicability and interchangeability.
• New serial numbers (S/N) of the same part number that already exists in the maintenance software are
created by the contracted maintenance provider that provides the parts receipt service.
• The creation of serial numbers of components removed from aircraft with controlled life that do not exist in
the maintenance software, are created by the Long Term Maintenance Planning area.
2.37.3 Upload components to the maintenance software
• The Maintenance Programs area defines and creates in the maintenance software the requirements for the
components installed in the Avianca aircraft related to the approved Maintenance Program.
• The Engineering areas (according to their specialty), ensure the loading of the components with controlled
life and initialize the requirements of the rotables as required in the maintenance software of the aircraft that
begin to operate for the first time in Avianca.
• The Long-Term Maintenance Planning area controls the information loaded in the maintenance software and
reports discrepancies to the Engineering areas (according to their specialty).
2.37.4 Revision, registration, and control of the structure of the components
The Long-Term Maintenance Planning area is responsible for performing in the maintenance software the
quarterly review of the structure of the components installed with controlled life "HT" and "LL" in each of the aircraft,
in order to carry out a surveillance of the components that are under each category.
If there are discrepancies, missing parts, or errors in the structure of the components, the Engineering areas
(according to their specialty) are requested to carry out a work order to collect information, as required.
Ch. 2, pg. 2.37-2

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Chapter 3: Airworthiness Section 3.1: Table of
Management contents
CHAPTER 3: AIRWORTHINESS MANAGEMENT

CAHPTER 3: AIRWORTHINESS MANAGEMENT ........................................................................................... 3.1-1

3.2 AIRWORTHINESS MANAGEMENT AND QUALITY SYSTEM ........................................................ 3.2-1
3.2.1 Operator’s Technical Division .................................................................................................... 3.2-1
3.2.2 Operational safety ...................................................................................................................... 3.2-1
3.2.3 Quality Assurance - Airworthiness ............................................................................................. 3.2-2
3.3 CONTINUOUS AIRWORTHINESS MANAGEMENT ........................................................................ 3.3-1
General Policies ......................................................................................................................... 3.3-2
Continuing airworthiness program and responsibilities ............................................................. 3.3-2
3.4 RELIABILITY ..................................................................................................................................... 3.4-1
3.4.1 General Policies ......................................................................................................................... 3.4-2
3.4.2 Reliability Program ..................................................................................................................... 3.4-2
3.4.3 Reliability Control Board (RCB) ................................................................................................. 3.4-2
3.4.4 Data collection system ............................................................................................................... 3.4-3
3.4.5 Alert Systems ............................................................................................................................. 3.4-3
3.4.6 Continued reports ...................................................................................................................... 3.4-3
3.4.7 Analysis and recommendations ................................................................................................. 3.4-4
3.4.8 Analysis of scheduled task effectiveness .................................................................................. 3.4-4
3.4.9 Approval and implementation .................................................................................................... 3.4-4
3.4.10 Reporting and data display ........................................................................................................ 3.4-4
3.5 CONTINUOUS ANALYSIS AND SURVEILLANCE SYSTEM (CASS).............................................. 3.5-1
3.5.1 Process development ................................................................................................................ 3.5-1
3.5.2 Maintenance program surveillance and analysis ....................................................................... 3.5-1
3.5.2.1 Risk analysis and assessment ............................................................................................... 3.5-2
3.5.2.2 Root cause analysis of maintenance program performance ................................................. 3.5-2
3.5.3 Surveillance and analysis of the effectiveness of the maintenance program ............................ 3.5-2
3.5.3.1 Analysis and risk assessment ................................................................................................ 3.5-2
3.5.3.2 Root cause analysis of the effectiveness of the maintenance program ................................ 3.5-2
3.5.4 Analysis and event investigation................................................................................................ 3.5-3
3.5.5 Committees ................................................................................................................................ 3.5-3
3.5.5.1 Attendees ............................................................................................................................... 3.5-3
3.5.5.2 Definition of lapses and monitoring of the execution of the tasks defined for the committee 3.5-3
Ch. 3, pg. 3.1-1
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Chapter 3: Airworthiness Section 3.1: Table of
Management contents
3.5.5.3 Assignments of the committee ............................................................................................... 3.5-3

3.5.5.4 Extraordinary committee ........................................................................................................ 3.5-4
3.6 PERSONNEL AUTHORIZATION ...................................................................................................... 3.6-1
3.6.1 General policies ......................................................................................................................... 3.6-1
3.7 AGING INSPECTIONS AND RECORDS REVIEW ........................................................................... 3.7-1
3.7.1 Aging inspections and review of records ................................................................................... 3.7-1
3.7.2 Notification to the CAA ............................................................................................................... 3.7-1
3.7.3 Availability of aircraft and records .............................................................................................. 3.7-1
3.7.4 Unforeseen scheduling conflict .................................................................................................. 3.7-1
3.7.5 Operation after inspection and review of records ...................................................................... 3.7-2
3.7.6 Initial and repetitive inspection schedule ................................................................................... 3.7-2
Ch. 3, pg. 3.1-2

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Chapter 3: Airworthiness
Management and Quality
Management
System
3.2 AIRWORTHINESS MANAGEMENT AND QUALITY SYSTEM

Avianca integrates the safety, quality and risk management processes in a global quality system made up of the
areas of the Operator’s Technical Direction, which is responsible for the management of continued airworthiness
in conjunction with the MCC and Technical Control Division and by the Operational Safety (SMS) and Quality
Assurance Division (QA AW).
Avianca's continuing airworthiness management and quality system seeks to achieve the highest quality and
safety standards through risk mitigation, monitoring activities related to maintenance processes to ensure
continued airworthiness.
The participation of each of the areas involved is described below:
3.2.1 Operator’s Technical Division
The Operator’s Technical Division, is the liaison of the airline before the competent CAAs, is in charge of
maintaining permanent and direct communication, as well as managing the necessary procedures for the
Technical Operator Division.
The Operator’s Technical Division as responsible for the airworthiness management together with the MCC and
Technical Control Division, monitors that all actions implemented to maintain the continued airworthiness of
aircraft, engines and components are in accordance with the applicable regulations and with the technical
information generated by the manufacturers and/or applicable CAAs. In turn, it is in charge of establishing different
policies that guarantee continued airworthiness.
Before the execution of all maintenance actions, this area guarantees that there are contracts with approved
maintenance service providers that comply with the applicable regulations and selection criteria established in this
manual. To ensure that what is established in the contract is executed, compliance with the risk indicator and
operational safety indicators are monitored based on the audits carried out by the QA AW area or on the
notifications generated by the CASS.
3.2.2 Operational safety
The SMS safety management system establishes a systematic process for decision-making on the allocation of
resources for safety management, based on the identification of events, hazards and/or organizational deficiencies
that have the potential to generate incidents or accidents in the organization.
In order to properly implement and develop the Operational Safety Management System at Avianca, an adequate
structural model has been defined to comply with industry and regulatory Operational Safety requirements. The
AGIL’s Operational Safety and Quality Assurance Division is independent and neutral in terms of the processes
and decisions made regarding the provision of services by those in charge of the first line of defense. The
Operational Safety and Quality Assurance Division performs four essential functions:
• Manages and supervises the hazard identification system.
• Monitors the security effectiveness of operational units directly involved in the provision of services.
• Advises senior management on Operational Safety management issues.
• Assists management personnel in matters of Operational Safety management in each of its operational areas.
Under the proposed model and given that those responsible for the operational areas and processes are the
technical experts in their respective fields, the main responsibility for managing Operational Safety corresponds to
those in charge of the first line of defense.
For this reason, AGIL's Operational Safety and Quality Assurance area is considered a supervisory entity for
Operational Safety, responsible for managing the tools for identifying and collecting hazards and for identifying
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Management
System
their causes so that based on the information provided, the person in charge of the operational area generates
actions that guarantee the mitigation and the acceptable level of operational safety.
The Operational Safety and Quality Assurance Division of AGIL is made up of the director of Operational Safety
and Quality Assurance, who is the person delegated by the Responsible Executive for the implementation and
execution of the Operational Safety Management System in the airline, in accordance with the corporate guidelines
generated by the SMS Management.
The guidelines, processes and procedures used for the development of the Avianca Operational Safety
management system are documented in the OPERATIONAL SAFETY MANAGEMENT SYSTEM MANUAL.
3.2.3 Quality Assurance - Airworthiness
It is a program for monitoring all activities related to the Quality System of the operator areas of the Engineering
and Maintenance Vice Presidency, through an audit program.
This program establishes the surveillance requirements by area and processes to ensure that the maintenance
services and specifications are carried out in accordance with the policy, the operator's procedures and the
following requirements:
i. Compliance with applicable CAA regulations and IOSA standards.
ii. Meet the declared needs of maintenance operations in regulatory manuals, related documents, and
contracts.
iii. Identify areas that require improvement.
iv. Identify hazards, undesirable conditions in maintenance operations.
v. Assess the effectiveness of safety risk controls.
In order to verify the effectiveness of the safety risks controls in operational safety, the performance measures
established in the operator's processes will be taken.
Quality Assurance Program - Airworthiness and the audit procedures are described in detail in the (Manual de
Calidad y cumplimiento para aeronavegabilidad (Aseguramiento de Calidad) (Airworthiness Quality and
Compliance Manual (Quality Assurance)) available in the content manager.), available in the content manager.
This manual describes the appointment of a person with the appropriate qualifications, authority, and
independence, in charge of:
i. The performance of the Quality Assurance Program - Airworthiness.
ii. Ensure communication and coordination with operational managers in operational risk management.
iii. Dissemination of information to managerial and non-managerial operational staff as appropriate to ensure
organizational awareness of relevant quality assurance issues and their outcomes.
The Quality Assurance Program - Airworthiness defines the surveillance of the maintenance processes carried
out by the contracted maintenance providers.
The MANUAL DE CALIDAD Y CUMPLIMIENTO PARA AERONAVEGABILIDAD (ASEGURAMIENTO DE LA
CALIDAD) describes the procedures to manage the reports that result from the audits of the functions of the
organization's management system, to guarantee:
i. Determination of the root cause(s) of the findings.
ii. Development of corrective actions, as appropriate, to address the findings.
iii. Implementation of corrective actions in appropriate areas of maintenance operations.
iv. Evaluation of corrective actions to determine their effectiveness.
In addition, the manual includes the following aspects:
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Management
System
• Describes how the organization ensures that the significant reports derived from the Quality Assurance
Program - Airworthiness are subject to review by senior management, which is carried out in the Local
Committee for Safety, Risks and Compliance and in the CASS.
• Describes how the organization ensures that the functions related to the Quality Assurance Program -
Airworthiness are performed by competent personnel, whether internal employees or independent external
entities.
• Describes the audit planning process and sufficient resources to ensure that audits are scheduled at intervals
that meet the requirements of the management system and applicable regulations, within the specified time
period.
Ch. 3, pg. 3.2-3

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Chapter 3: Airworthiness Section 3.3: Continuous
Management Airworthiness Management
3.3 CONTINUOUS AIRWORTHINESS MANAGEMENT

Objective
To establish the policy and responsibilities that Avianca must comply with regarding the continued airworthiness
of its aircraft, engines, and components in accordance with the provisions of the manufacturers and the
corresponding CAA regulations.
Scope
The continuing airworthiness management process begins with the establishment of the operator's responsibilities
in relation to the continuing airworthiness maintenance program for Avianca aircraft and ends with the control of
compliance with said program.
• To guarantee the continued airworthiness of Avianca aircraft, engines, and components, ensuring the
execution of maintenance in accordance with the provisions of the approved maintenance programs and this
manual policies.
• To issue reports of failures, malfunctions, and airworthiness conditions to send to the CAA.
• To establish control mechanisms to verify the correct performance of the work in accordance with the
technical information, which covers the continued airworthiness maintenance program, applicable to the
operator's aircraft, engines, and components.
• To control and monitor the execution and effectiveness of the maintenance program for each aircraft, engine,
and component.
• To review, analyze and implement the necessary actions based on the technical documentation issued by
the manufacturers and the CAAs that support the maintenance of aircraft, engines, and components.
• To maintain permanent contact with aircraft, engine, and component manufacturers to make inquiries, request
support or verify the review status of the technical documentation issued by them.
• To control and supervise the execution and effectiveness of the maintenance program for each aircraft, engine,
and components.
• To verify through audits that the contracted maintenance providers meet all the criteria that support the correct
execution of the contracted services in accordance with the provisions of the regulation, this manual and what
is defined in the (Manual de Calidad y cumplimiento para aeronavegabilidad (Aseguramiento de Calidad)
(Airworthiness Quality and Compliance Manual (Quality Assurance))
MCC Management
• To serve as a liaison and maintain direct communication with line maintenance providers.
• To verify that the line maintenance contracts are fulfilled in accordance with their provisions.
• To serve as a liaison and maintain direct communication with different line maintenance providers.
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• To verify that maintenance contracts other than line are fulfilled in accordance with the provisions of these.
General Policies
The Airworthiness and Regulatory Standards Management guarantees the control and evaluation of the continued
airworthiness management of the aircraft, engines and components; It also ensures that there are mechanisms
that support and allow control of compliance with the following requirements:
1. The maintenance programs for the fleet of aircraft operated by Avianca exist and are kept up to date, these
are approved by the competent CAA and satisfy the regulatory, technical, safety and other applicable
requirements of the state of registry (MRB), state of design (MPD/ALS), Avianca policies, as well as
aircraft/engine/component OEM standards requirements.
Note: The information contained or missing in the maintenance program does not absolve Avianca from
implementing the requirements to ensure that the aircraft are always maintained in an airworthy condition.
2. Modifications and major repairs are made in accordance with the data approved by the state of registration.
3. Aircraft maintenance is performed in accordance with the approved maintenance program, current regulatory
and technical manuals, and/or continued airworthiness management instructions.
4. Compliance with the airworthiness guidelines applicable to aircraft, engines and components or other
airworthiness requirements established by the state of design, registration and operator and any other
continuing airworthiness requirement described as mandatory by the CAA.
5. The maintenance carried out and all the corrections to the faults, defects or discrepancies that may affect the
airworthiness and are discovered in the aircraft is carried out by a duly approved contracted maintenance
provider.
6. There is control of compliance with the maintenance program approved by the CAA and an analysis of its
effectiveness is carried out.
7. The replacement of aircraft components with limited life is controlled.
8. There is control, management, and conservation of all maintenance records, which support the execution of
tasks to maintain the continued airworthiness management of aircraft, engines, and components.
9. The weight and balance information is updated and in accordance with the current status of the aircraft.
10. The emergency equipment required for the flight is in operational condition.
11. Maintains and uses the current applicable maintenance data to carry out continuous airworthiness
management tasks.
12. Obtains, maintains, and evaluates technical information related to continuing airworthiness and
recommendations available from the organization responsible for the type design (manufacturer) and applies
the resulting measures that are considered necessary in accordance with an acceptable procedure.
13. Contracts with approved maintenance organizations meet the requirements of the regulation.
14. Control the competence of the personnel of the Engineering and Maintenance Vice Presidency
Continuing airworthiness program and responsibilities
Avianca is responsible for the continued airworthiness condition, development of maintenance, preventive
maintenance, alterations and modifications of its aircraft, including structures, engines, instruments, emergency
equipment and other parts and equipment in accordance with the policies of this manual and with the CAA
regulations; This is why it has a continuous airworthiness maintenance control system for the execution of
scheduled and unscheduled maintenance tasks for its aircraft, engines and components; it also has a quality
system and performs reliability analyzes of the behavior of the aircraft fleet.
Avianca guarantees that all aircraft, their engines, and components are maintained in a continuous airworthy
condition in accordance with the provisions of the maintenance program approved by the competent CAA. All
maintenance tasks are carried out by an approved maintenance provider and are carried out in accordance with
the data approved/accepted by the competent CAA, the policies of this manual and the updated continuing
Ch. 3, pg. 3.3-2
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airworthiness instructions, also guaranteeing that all defects discovered during scheduled or reported maintenance
are corrected. These providers are audited by QA AW.
Avianca, through the Airworthiness and Regulatory Standards Management, verifies that there are mechanisms
that allow it to have control to comply with the following responsibilities, regarding the maintenance of airworthiness
and added to the actions related to the management of continuous airworthiness determined in this process:
1. Each of the aircraft and its components are maintained in airworthy conditions.
2. The MEL and NEF manuals are developed and updated in accordance with the manuals of the CAAs and
manufacturers.
3. The validity of the airworthiness certificate of each of the aircraft operated by Avianca is maintained.
4. Appropriate coordination is established with the contracted maintenance providers to ensure that they receive
all the information necessary to carry out maintenance tasks on the aircraft.
5. A reliability program is developed and maintained, which ensures, through analysis of operational data, the
identification of failures or deficiencies of systems and components to include recommendations or corrective
actions, arising from the reliability committee of the different Avianca fleets and implement them in the
6. Maintains permanent contact with aircraft, engine and component manufacturers for queries that may arise
regarding the implementation of technical documentation issued by them.
7. Maintains control of aircraft structural modifications.
8. Establishes processes to guarantee the control, availability, updating, and distribution of manufacturers'
technical documentation, regulatory manuals, and other documents required by contracted maintenance
providers and the areas of the Engineering and Maintenance Vice Presidency.
Ch. 3, pg. 3.3-3

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Section 3.4: Reliability
management
Responsible: Engineering Manager Contracted function
Authority: CASS and Reliability Coordinator
3.4 RELIABILITY
Objective
To maintain a continuous analysis and monitoring program to control the effectiveness of the Maintenance
Program based on the reliability and performance of the aircraft, engine, and component systems, as well as
evaluate the technical and operational performance of the fleets operated by Avianca to optimize the Maintenance
Program, maintaining acceptable reliability levels.
Scope
The process begins with the collection of operational and scheduled maintenance data, which are processed by
the alert system defined in the Reliability Program, which provides analysis and recommendations given to the
Reliability Control Committee (RCB). The process ends with the internal approval and implementation of
improvement plans, which are monitored and reported to the operator, manufacturer and competent CAAs.
• To manage the Reliability Program, using techniques and procedures that lead to an effective program, helping
to optimize the Maintenance Program.
• To collect operational data, validating its accuracy and ensuring data quality to support the Reliability Program.
• To monitor performance standards or alert levels of operational events, systems, and components, to find
adverse trends in reliability and/or out-of-limit conditions. Likewise, it is responsible for adjusting alert levels.
• To analyze the effectiveness of the Maintenance Program through Task Card analysis (interval escalation and
de-escalation studies).
• To carry out analyzes and preliminary reliability studies of systems and components.
• To prepare and present the RCB, following up on the minutes of tasks, by analyzing the trends and
effectiveness of the corrective actions implemented through the committee.
• To prepare, issue and distribute the monthly Reliability Report to the different members of the RCB and to the
Airworthiness and Regulatory Standards Management so that, through the latter, it is presented to the
competent CAA.
• To prepare reliability reports for the manufacturer, operator, post-service, and fleet return.
• To perform continuous monitoring of the effectiveness and compliance of the Maintenance Program,
interacting with the reliability program as part of the CASS.
• To lead the definition of corrective action plans to mitigate the risks identified in the reliability program.
• To request the investigation initiated by Reliability to determine the causes of structural or component failures
that compromise flight safety, as well as ensure that corrective action is carried out.
• To supervise and follow up on the status of the commitments framed in the RCB and the weekly meetings of
continuous reports.
• To provide the Service Difficulty Reports (SDR) to the Reliability area for analysis.
• To annually evaluate the Reliability Program, its performance and results, based on the results of the periodic
audits.
• To lead investigations according to their specialty when a reliability alert warrants it.
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management
• To present research findings and recommendations to the RCB committee according to their specialty, for
decision making.
The reliability of each aircraft fleet is maintained through a properly designed, approved, and executed
maintenance program that meets the goal of maintaining aircraft system functions at an acceptable level of
reliability, while considering the profitability of the maintenance.
The means to evaluate the design and execution of a maintenance program are through the process of collecting
data, analyzing this data, and comparing the results with performance standards based on aircraft operating
experience. The maintenance program is adjusted when these standards are not met. This optimization process
is at the core of the Reliability Program.
The effectiveness of the Maintenance Program is controlled by management decisions and actions that are based
on continuous data analysis, which avoid adverse trends in reliability.
3.4.2 Reliability Program
The operator's Reliability Program is developed taking into account the guidelines of the AC FAA 120-17 as well
as the guidelines given by the aircraft manufacturer on reliability. The methods used in the Reliability Program are
based on keeping the failure or malfunction rates below a predetermined value or with an acceptable level of
reliability.
This program applies to aircraft authorized in the operations specifications (OpSpecs) and gives the Operator the
authority to adjust the intervals of the Maintenance Program.
The following data is monitored based on operating experience:
• Operational Interruptions such as delays, cancellations and events caused by mechanical failures.
• Aircraft systems malfunction (PIREP/MAREP).
• Unscheduled component removals.
• Non-routine significant findings.
The basis of the Reliability Program is the historical data analysis model, which is duly organized to be analyzed
and evaluated by different statistical methods to ensure timely corrective actions that maintain the Operator's
operational and economic objectives.
The management and administration of the Reliability Program is a closed cycle, oriented to the process and is
composed of the following 5 elements:
1. Data collection system.
2. Alert system.
3. Data analysis and recommendation.
4. Approval and Implementation.
5. Reporting and data display.
3.4.3 Reliability Control Board (RCB)
Different managements of the Engineering and Maintenance Vice-presidency make up the Reliability Control
Committee (RCB), which is responsible for the general management and administration of the Reliability Program;
this committee is convened monthly and evaluates the performance of the fleets regarding the reliability standards
during the previous month; In this space, the necessary corrective actions are proposed to return the systems to
acceptable levels of reliability and ensures that the investigations and decisions taken are carried out as
established by the Reliability Program. If necessary, extraordinary RCB committees can be convened.
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The tasks generated within the committee are controlled through the minutes of the meeting. Therefore, the person
in charge of the task has fifteen (15) business days to define the improvement plans and must deliver a projected
date for its fulfillment. In the subsequent committees, the progress of the tasks is monitored and, if necessary, the
modification of the compliance date, considering the decision of the committee and being recorded in the minutes
of the meeting with their respective observations.
3.4.4 Data collection system
The basic element of the Operator Reliability Program is the Data Collection System. The system must provide
accurate, valid, and timely data to maintain an effective reliability program, through the feeding of the alert system,
data analysis, decision making, and control of corrective actions implemented.
The main source of information is the maintenance software, from which the data will be downloaded to be
collected, validating the accuracy and quality of the data, to serve for analysis and decision making.
The following data is collected and analyzed:
• Pilot, Cabin, and Maintenance Reports.
• Delays and Cancellations.
• Technical Interruptions.
• In-flight engine shutdown (IFSD).
• Unscheduled Removal of Components.
• Non-scheduled removal of Engines and APUs.
• Non-routine findings.
3.4.5 Alert Systems
The performance of aircraft systems, structures, components, and engines are monitored with an alert system,
which allows corrective actions to be defined as adverse trends develop.
Reliability uses the monthly and quarterly rate of behavior, compared to the set alert level (UCL) to determine the
performance of a system or component. According to the result, four alert statuses are obtained and, depending
on the status, certain corrective actions are carried out.
• Clear Alert Status (CL): It occurs when the rate of events remains below the established Alert Level or Upper
Control Limit (UCL).
• Yellow Alert Status (YL): Occurs when the value of the monthly rate exceeds the UCL, and the value of the
quarterly rate does not exceed the UCL. The alert status “YL” means that the affected system was near the
first alert level, however, no action is required.
• Red Alert Status (AL): It occurs when the calculated value of the quarterly rate is greater than the alert level
(UCL) and will be recognized by an "AL" indicator in the monthly Reliability Report.
• Remains Alert Status (RA): It occurs when the calculated value of the quarterly rate is higher than the alert
level (UCL) and the monthly rate is also higher for more than one consecutive month; is recognized by an
"RA" indicator in the monthly Reliability Report.
Once a year, the UCL is calculated, establishing a maximum value of two (2) standard deviations (SD) above the
calculated mean level. This new Upper Control Limit (UCL) must remain as a fixed value until the next calculation
date.
3.4.6 Continued reports
The Engineering areas (according to their specialty), constantly monitor the pilot reports and publish a report with
the compendium of the continuous reports, in order to evaluate and predict technical failures of the systems and
thus contribute together with different areas of the organization to mitigate delays or operational events.
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Weekly alerts are sent to the areas involved based on the continuous reports generated during the last seven (7)
days. A report is considered continuous when three (3) or more related pilot reports have occurred within the last
thirty (30) consecutive days.
Each week a meeting is convened in which different areas involved participate. In this meeting, the continuous
reports are evaluated and the actions and priority with which these reports are treated are defined according to
the operational experience of the fleet.
3.4.7 Analysis and recommendations
The reliability analyses are carried out according to the previous evaluation of the alerts generated by the Alert
System and lead to investigations focused on finding the root cause.
Each time a “Red Status” is presented on a system or component, the CASS & Reliability area must:
• Carry out a preliminary analysis on the system or component into alert.
• Notify the affected area when the result of the preliminary analysis shows that it is not an isolated case and
affects the standard performance of a system or component in the fleet.
• Present the alerts to the RCB to be reviewed monthly. Recommendations should be made to the committee as
applicable.
• Track this alert status to ensure that the alert disappears in the following month.
Each time a "Remains Status" is presented in a system or component, the CASS & Reliability area must undertake
an investigation to determine the nature of the problem and present it to the RCB to define corrective and/or
preventive actions. In addition to this, and if the committee requires it or if the root cause is not conclusive, a
detailed engineering investigation should be initiated by Engineering (according to the specialty) with assistance
in the statistical part and Reliability resources. Recommendations should be made to the committee as applicable.
3.4.8 Analysis of scheduled task effectiveness
Changes in the Maintenance Program or its intervals are made based on the results of the PM card efficiency
analysis carried out by the Maintenance Programs area, which must be submitted for consideration by the
Airworthiness and Regulatory Standards Management and from the CASS area through the RCB, a proposal in
order to modify said programs either partially or in block. If the modification is accepted, the Airworthiness and
Regulatory Standards Management must present the changes to the competent CAAs with the proper information
that supports the change.
3.4.9 Approval and implementation
Based on the results of the data analysis, the recommendations are suggested by Reliability and/or the
Engineering areas (according to the specialty) and are submitted for the approval of the RCB, for their
implementation. The recommended actions are reflective of the analysis and positive enough to effectively restore
performance to an acceptable level in a reasonable amount of time.
The follow-up of the implementation of the corrective actions is carried out in the RCB and is digitally documented
and monitored until its closure.
The Reliability Program cycle is fulfilled when the recommendations are implemented and is supported with
operational data that confirms that the corrective actions were effective.
3.4.10 Reporting and data display
Reliability publishes monthly reliability reports to show the performance of each fleet of aircraft operated by
Avianca. The purpose of the reports is to provide the operator, manufacturer and CAAs with a descriptive analysis
of the reliability of the fleet for the period under review.
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The Reliability Report is published monthly and is sent by e-mail to the Airworthiness and Regulatory Standards
Management no later than the 15th day of the following month, so that it can be filed with the CAA regarding the
state of operation.
In compliance with the regulations in relation to airworthiness, aircraft operation standards and technical reliability
management, the manufacturer's recommendations and the operating statistics for Avianca are taken as a
guideline for the development of the Avianca maintenance reliability program, keeping in mind that in the hand
over control of the development of the maintenance program and its approval to the operator; these will be made
based on the manufacturer's recommendations and the operating statistics for Avianca. The Reliability Program
provides an event analysis and reporting system, based on operating values experienced under real conditions
that relates these to maintenance control. The program described in this manual presents the means to monitor
the mechanical performance of aircraft systems and/or their repairable and non-repairable components and details
the manner of monitoring. The reliability program is developed to satisfy the monitoring of long-term operational
mechanical development, in coordination with the method for the analysis of reliability in the short term in relation
to continuous surveillance and analysis (CASS), generating a link between the CASS and Reliability areas.
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Section 3.5: Continuous
analysis and surveillance
management
system (CASS)
Responsible: Operator Technical Director Contracted function
3.5 CONTINUOUS ANALYSIS AND SURVEILLANCE SYSTEM (CASS)

Objective
To establish permanent monitoring and control models for all activities and procedures around the execution of
maintenance programs and internal processes of the company, ensuring compliance with regulations and internal
policies, in the search for continuous improvement of processes to obtain the highest levels of safety and reliability
in the operation.
Scope
The process begins with the findings resulting from surveillance and the analysis of internal processes associated
with the execution and control of maintenance, as well as the analysis of the different sources of corporate
surveillance systems; and concludes with a recommendation(s) towards their continuous improvement, defining
action plans and preventive/corrective actions to mitigate risks, in such a way as to ensure the highest level of
safety in the operation.
The CASS, being a model of continuous improvement, can at any time evaluate other areas and/or processes of
the organization, based on the result obtained as a result of the analyzes carried out during the execution of the
continuous monitoring process.
• To evaluate the results of the continuous monitoring and analysis system and make changes or adjustments
in the procedures that are required to increase the efficiency of the program, as well as its policies.
• To provide information on daily technical follow-up, analysis of systems and components from a technical point
of view with a view to improving reliability; In the same way, this input is fundamental for the analysis of
operational events and constitutes the basis for the risk analysis of the effectiveness of the maintenance
program. The reliability program is part of the CASS as a continuous surveillance system.
Operational Safety (SMS)
• Manage the mandatory and voluntary reporting channel of the Operator Technical Division.
• Identify risk conditions due to failures in administrative processes or deviations in the execution of procedures
associated with the planning and execution of maintenance of aircraft, parts, and components, these are
directed to the CASS to initiate the investigation of each case as applicable.
• To conduct the monitoring of all activities related to the Quality Management System and Operational Safety
of the Operator Technical Division, through an audit program.
3.5.1 Process development
The CASS process is divided into 3 premises that define the process on its different fronts, which focus on
monitoring and analysis of the performance of the maintenance program, monitoring and analysis of the
effectiveness of the maintenance program, and analysis and investigation of operational events.
3.5.2 Maintenance program surveillance and analysis
The monitoring of the performance and execution of the maintenance program is conducted mainly through the
audit system, which is responsibility of the Quality Assurance (QA AW) area. Audit reports are considered as an
input within the surveillance model for the system, as well as findings reported by entities external to the
organization to identify risks, generate alerts and define actions.
Ch. 3, pg. 3.5-1
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system (CASS)
Based on the risk analysis, CASS may request a modification to this schedule from the QA AW area when critical
conditions are evidenced that may result in potential risks for the continuity and safety of the operation, in the same
way it will be informed in a timely manner. to QA AW on those aspects that need to be considered with greater
emphasis at the time of the audit to improve processes.
3.5.2.1 Risk analysis and assessment
The analysis begins with the identification of risks based on the findings reported during the QA AW audits, external
entities, or identified situations duly reported by any company collaborator, in accordance with the requirements
established in FAA Order 8040.4A and the Avianca corporate risk matrix.
3.5.2.2 Root cause analysis of maintenance program performance
Once the findings that represent the greatest risks for the organization and the operation have been identified,
these must be analyzed in greater depth to identify the origin of the discrepancy, in order to facilitate the
organization in defining preventive and corrective actions.
To this end, the CASS area maintains an updated internal procedure for the analysis of all findings under the same
model and criteria. This model is reviewed and updated whenever opportunities for improvement are identified as
a result of the experience and maturity of the system.
3.5.3 Surveillance and analysis of the effectiveness of the maintenance program
The process begins with the collection of operational data by the reliability program. The reliability area is in charge
of most of the monitoring and analysis of the effectiveness of the maintenance program based on technical and
operational monitoring.
The reliability program keeps the statistical record of failures, pilot reports, operational events, continuous reports,
unscheduled removal of components, among others. With the information mentioned above, the technical reliability
analysis is conducted at all levels and alerts are issued to the respective areas of the Engineering & Maintenance
Vice-presidency when abnormal trends are evidenced.
It is the responsibility of the CASS area to lead the investigation of all operational events that have an impact on
the safety and continuity of the operation, ensuring that the most probable cause is identified to define preventive
actions in the rest or in the fleet.
3.5.3.1 Analysis and risk assessment
The CASS performs a permanent analysis of operational interruptions and determines the risk that their
occurrence represents for the safety and continuity of the operation, additionally those events that do not cause a
direct impact on the operation but that may affect the safety or availability of aircraft.
The analysis is conducted based on the corporate risk matrix; The objective of this analysis is to ensure that the
organization prioritizes the elements that affect safety and operation based on resource optimization.
3.5.3.2 Root cause analysis of the effectiveness of the maintenance program
The objective of this analysis is to identify the technical, human, or organizational elements that gave rise to the
occurrence of the event, to guide the definition of corrective and preventive actions in the rest of the aircraft that
could be potentially affected.
For this purpose, the CASS area relies on other processes of the Engineering & Maintenance Vice-presidency
and forms a multidisciplinary team, which allows a comprehensive analysis taking into account technical and
human aspects; In the same way, the CASS has an internal procedure for the analysis of events under the same
model and the same criteria, considering all the possible variables that could have given rise to the event.
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3.5.4 Analysis and event investigation

All the events that occur during the operation are analyzed and investigated by the CASS area, to identify the
contributing factors that originated them, in such a way that the definition of actions that prevent their occurrence
is facilitated, and it also maintains a historical database of events.
Additionally, the investigation must consider, but is not limited to analyzing information such as:
• Previous pilot or maintenance reports related to the failure mode that generated the event.
• Execution of scheduled jobs that are related to the failure mode.
• Relevant information on the last visits to the workshop or repair of the replaced components to correct the
failure that caused the event.
• Technical documentation used to correct the failure mode that caused the event.
• Information on similar events experienced by other operators, when available.
• Investigation reports from manufacturers regarding the materials and components removed.
• Reports generated during the execution of scheduled jobs.
• Failures related to the incorporation of modifications (In this case, CASS must notify to Engineering to be then
communicated to the organization responsible for the modification design).
3.5.5 Committees
The CASS and Reliability area leads the CASS committee on a monthly basis, to show senior management the
most significant operational events and a summary of the audit findings of the previous month, as well as the
analysis of the performance of the Maintenance Program.
The objective of the committee is to review each of the relevant cases and evaluate the corrective/preventive
action plan previously defined by the areas; Likewise, this space can be given to evaluate those cases in which
the approval of higher levels is required.
3.5.5.1 Attendees
The committee must have at least the participation of the Engineering and Maintenance Vice-president, MCC &
Technical Control Director, Airworthiness and Regulatory Standards Management and the CASS and Reliability
Coordinator and/or his delegate; Other participants can be called according to the needs of the committee.
Representatives of the CAA from the state of operation may attend the CASS committee as observers upon
request.
3.5.5.2 Definition of lapses and monitoring of the execution of the tasks defined for the committee
The CASS and Reliability Coordinator sends a report to all attendees with the tasks defined during the committee,
and ensures their execution at the end of the established date or defines the new compliance date if necessary.
The CASS and Reliability Coordinator must maintain and preserve the history of committee minutes with their
respective lists of attendees.
3.5.5.3 Assignments of the committee
• To define corrective actions when critical deficiencies are identified in any of the Engineering & Maintenance
Vice-presidency processes.
• To define maintenance campaigns for fleets that are being affected by failures that could potentially cause an
incident.
• To approve adjustments or changes to the maintenance program when there are opportunities to improve its
efficiency.
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3.5.5.4 Extraordinary committee

Any of the permanent assistants to the committee may summon an extraordinary committee whenever any of the
following situations occurs:
• An operational incident occurs in which the flight safety of any company aircraft is compromised.
• An authority issues a partial or final report, after the investigation of an accident involving the same type and
model of aircraft that the company operates.
• An unsafe condition is identified that could jeopardize the operation.
The tasks generated during this committee and their follow-up will be controlled under the minutes of the following
committee to be developed.
Ch. 3, pg. 3.5-4

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Chapter 3: Airworthiness Section 3.6: Personnel
management Authorization
3.6 PERSONNEL AUTHORIZATION

Objective
To establish Avianca’s policy for the authorization of personnel performing maintenance work.
Scope
This policy begins with the presentation of the technical personnel of the contracted maintenance provider through
the list of authorized personnel that it issues and ends with the control that the operator performs on the issuance
of the list of trained personnel that is authorized to carry out maintenance tasks.
• To review the lists of authorized personnel issued by the contracted maintenance providers in accordance
with their respective qualifications.
• To validate, approve the PTL and share them with MCC and with the Technical Representatives area for
notification to maintenance providers.
• To guarantee that the technical personnel of the contracted maintenance providers have taken the operator's
policy courses in accordance with the MPE.
MCC Management
• To manage the processes of notification and internal and external distribution of the lists of authorized
personnel of the contracted maintenance providers and of the personnel trained list of Avianca to said
providers.
• To respond to the requests of the Airworthiness and Regulatory Standards Management regarding the lists
of authorized personnel of the contracted line maintenance providers.
Technical Representatives Coordinator
• To manage the internal and external notification and distribution processes of the lists of authorized personnel
of contracted maintenance providers (different from line maintenance) and of the Avianca’s personnel trained
list to those providers.
• To develop and monitor the audits of the contracted maintenance provider in accordance with the
requirements established in this manual, the regulation, and the (Manual de Calidad y cumplimiento para
aeronavegabilidad (Aseguramiento de Calidad) (Airworthiness Quality and Compliance Manual (Quality
Assurance))
Maintenance personnel working on Avianca aircraft are hired by an approved and certified maintenance provider
or hold an A&P license to service N-registration aircraft. The list of authorized personnel is the document that
contains all the authorizations issued by the contracted maintenance providers for the technical personnel
proposed to the operator to carry out maintenance tasks on Avianca aircraft, engines, and components.
Avianca validates and accepts the documents that the contracted maintenance provider has approved for the
authorization of its personnel, considering that they comply with the policies specified in this manual, the minimum
training requirements, as established by the MPE and the maintenance ratings for the station.
Ch. 3, pg. 3.6-1

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In the list of authorized personnel that the contracted maintenance provider presents, the individuals who can be
authorized to issue an RTS are identified. This list is submitted to the Airworthiness and Regulatory Standards
Management and must contain at least the following information:
1. Provider Information:
a) Supplier name
b) Certificate of authority
c) Operating station
2. Technical staff information:
a) Name and surname of maintenance personnel
b) Technical license number/Employee number
c) Authorizations given by the maintenance provider
d) Expiration of authorizations (when applicable)
e) Engine Run Up*
f) Taxiing*
*Items e) and f) only when the scope of the contract includes them.
The contracted maintenance provider sends to the MCC or Technical Representative areas, as applicable, the
list of its authorized personnel, who in turn forwards it to the Training area to verify whether these personnel meet
the minimum required courses such as It is established by the MPE. If the personnel comply, the courses on
operator policies and procedures established in the MPE are scheduled.
Once these courses have been approved, the Training area will issue the Personnel trained list form, in order to
inform the provider which persons have met the operator's training requirements. The Airworthiness and
Regulatory Standards Management validates this information and notify the Operator Technical Division, MCC
and the Technical Representatives area; This validation together with the PTL corresponds to the authorization
that the Airworthiness and Regulatory Standards Management issues to a contracted maintenance provider. Only
personnel included in the PTL are authorized to perform maintenance on Avianca aircraft within the scope defined
in this list.
The information on the courses completed and approved, as well as their validity, may be consulted through the
maintenance software when required. The contracted maintenance provider, in turn, must keep its personnel
updated in compliance with the recurrence established for these courses.
It is the responsibility of the contracted maintenance provider to assign only maintenance personnel who are listed
on the personnel trained list to perform maintenance on Avianca aircraft, ensuring that they meet the training and
experience requirements according to their rating. It also guarantees that its personnel have sufficient knowledge
to carry out those activities and that the personnel assigned to work on Avianca aircraft cannot carry out work for
which they are not authorized according to their functions and capabilities.
Any change in the contracted personnel or their information (for example, course updates), that the provider
makes in its list of authorized personnel must be notified to the operator in order to issue an updated PTL that
must be sent back to provider.
In order to keep updated the control of the maintenance personnel that perform work on Avianca aircraft (after
the initial verification carried out at the time of their hiring), the lists of trained personnel of the suppliers are issued
and sent to the contracted maintenance providers monthly. These lists are kept updated through the maintenance
software in which the expiration date of the required courses is controlled in accordance with the MPE.
Monthly, MCC or the Technical Representation area, as appropriate, are responsible for managing notifications of
changes in contracted personnel as well as sending the lists of trained personnel to the contracted maintenance
providers. To keep up to date the information, they must send a copy of the relevant documentation to the
Ch. 3, pg. 3.6-2

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Airworthiness and Regulatory Standards Management and to the Training area with the changes reported by the
Once a maintenance supplier is approved, the personnel trained list sent to the supplier are audited by the QA
AW area within the annual audit program.
Ch. 3, pg. 3.6-3

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Section 3.7: Aging
inspections and records
management
review
3.7 AGING INSPECTIONS AND RECORDS REVIEW

Objective
To establish the policy for inspections due to aging and review of maintenance records of Avianca aircraft for
verification by the corresponding CAA, in accordance with the applicable regulatory requirements according to the
registration status of each aircraft.
Scope
This policy establishes the guidelines to carry out inspections for aging and review of records of Avianca aircraft
in accordance with the requirements that the corresponding CAA has established for it.
• To manage the process of inspections for aging and review of records, communications, and coordination with
the corresponding CAAs, as well as with the internal areas of the company in obtaining the documents and
support required to provide support to the inspections.
• To ensure that the technical records of all aircraft and their components are kept up to date, organized,
complete and available for inspection by the applicable CAAs and that they are maintained in accordance with
the policies and procedures established by Avianca and in accordance with the requirements of the CAAs,
through the area of Technical Records.
Structures Engineering Coordination
• To keep up to date the records and documentation regarding major structural repairs and alterations and keep
the structural AD and SB status updated on Avianca aircraft, as well as provide support during the
development and execution of the inspection.
3.7.1 Aging inspections and review of records
During the inspection for aging and review of the records, Avianca must demonstrate to the CAA that the
maintenance of the components of the aircraft and of the parts most sensitive to deterioration over time, has been
adequate, timely and sufficient to ensure the highest degree of security.
3.7.2 Notification to the CAA
Avianca notifies the corresponding CAA of the date on which the aircraft and the records will be available for the
corresponding aging inspection and record review, at least sixty (60) days in advance.
3.7.3 Availability of aircraft and records
Avianca makes available to the corresponding CAA the following items:
• Each aircraft that requires an inspection for aging in accordance with this policy and in the condition specified
by the CAA for physical inspection.
• Aircraft maintenance records submitted for inspection due to aging and record review that contain the
information required in accordance with the regulation and as established in the maintenance records process
(See section “Aging inspections records review”, available in this manual).
3.7.4 Unforeseen scheduling conflict
In the event of any conflict due to unforeseen events in the schedule of the aging inspection and record review for
a particular aircraft, the corresponding CAA will study the request and may approve an extension of up to ninety
(90) days for the intervals specified in the numeral "Initial and Repetitive Inspection Times".
Ch. 3, pg. 3.7-1

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Section 3.7: Aging
inspections and records
management
review
3.7.5 Operation after inspection and review of records

After the dates indicated in the following paragraph, in accordance with this policy, Avianca may not operate an
aircraft unless the corresponding CAA has notified it that it has completed the corresponding record review and
inspection for aging of the aircraft.
3.7.6 Initial and repetitive inspection schedule
In accordance with the conditions established by the corresponding CAA, the following schedule has been
established for initial and repetitive aging inspections and maintenance records reviews.
• For aircraft with “N” registry
Airplanes not exceeding fourteen (14) years in service; requires initial and repetitive inspections and records
reviews. The initial inspection, no later than five (5) years after the start of the airplane's fifteenth (15th) year in
service and thereafter at intervals not to exceed seven (7) years.
Ch. 3, pg. 3.7-2

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Chapter 4: Contracted Section 4.1: Table of
maintenance contents
CHAPTER 4: CONTRACTED MAINTENANCE

CAHPTER 4: CONTRACTED MAINTENANCE ................................................................................................ 4.1-1

4.2 CRITERIA FOR THE EVALUATION OF MAINTENANCE SERVICE PROVIDERS ......................... 4.2-1
4.2.2 Controls ..................................................................................................................................... 4.2-5
4.3 RESERVED ....................................................................................................................................... 4.3-1
4.4 MAINTENANCE PERFORMANCE, CONTRACTS AND AGREEMENTS ........................................ 4.4-1
4.4.1.1 Maintenance performance policies ........................................................................................ 4.4-2
4.4.1.2 Contracts policies and SLA .................................................................................................... 4.4-4
4.4.2 General considerations for contracts or SLA ............................................................................. 4.4-4
4.4.3 Providers contracted to perform maintenance ........................................................................... 4.4-5
4.4.4 Procedure for contracting third parties ...................................................................................... 4.4-5
4.5 ADMINISTRATIVE ARRANGEMENTS BETWEEN THE OPERATOR AND THE CONTRACTED
MAINTENANCE PROVIDERS .......................................................................................................................... 4.5-1
4.5.2 Monitoring of contracted maintenance providers....................................................................... 4.5-2
4.5.2.1 Audits ..................................................................................................................................... 4.5-3
4.5.2.2 Service levels and key performance indicators (KPI) ............................................................ 4.5-3
4.5.2.3 Claims .................................................................................................................................... 4.5-3
4.5.3 Solution of contract/SLA discrepancies ..................................................................................... 4.5-4
4.5.4 Modifications or amendments to the contract/SLA .................................................................... 4.5-4
4.6 ADMINISTRATIVE CONTRACTS & AGREEMENTS ....................................................................... 4.6-1
Ch. 4, pg. 4.1-1

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Section 4.2: Criteria for the
Chapter 4: Contracted
evaluation of maintenance
maintenance
service providers
4.2 CRITERIA FOR THE EVALUATION OF MAINTENANCE SERVICE PROVIDERS

Objective
To establish the policy and criteria for the evaluation of maintenance service providers in accordance with the
provisions of the regulations of the competent CAA.
Scope
The process begins with the definition of the evaluation criteria for maintenance services providers of aircraft
and/or engines and ends with their approval
Quality Assurance (QA-AW)
• To carry out a technical evaluation in order to verify that the proposed maintenance services provider complies
with the criteria established in this manual, the aeronautical regulations, and the (Manual de Calidad y
cumplimiento para aeronavegabilidad (Aseguramiento de Calidad) (Airworthiness Quality and Compliance
Manual (Quality Assurance)) for its approval before signing a contract/SLA.
Avianca contracts maintenance service providers that have competent personnel, procedures, and sufficient
resources to carry out maintenance on aircraft and aeronautical products in accordance with their operating
specifications, the limitations established in their capability list, and the criteria established below:
1. Have established procedures acceptable to the competent CAA that ensure good maintenance practices
and that are in compliance with regulations.
2. Have a certificate of operation as a maintenance service provider that contains at least the name and
address, the date of issue of the certificate and its validity period.
3. Have the capability list approved and current. It must have the respective authorization to provide
maintenance services.
4. If the operator has maintenance performed outside the state of the operator by a maintenance organization
that does not hold an approval document issued by the authority of the state of registry, then the maintenance
organization must be recognized by the authority of the state of registry.
5. The document or certificate of operation remains valid during the execution of any maintenance work for
which the organization is approved by the competent CAA.
6. Have a responsible manager or personnel with the appropriate qualifications as required by the
competent CAA, with the responsibility for the administration and supervision of the maintenance
organization.
7. Have the appropriate personnel whose responsibilities and functions guarantee that the contracted
maintenance work complies with the requirements of its certificate, including the operation specifications
and capability list accepted by the competent CAA.
8. Have sufficient personnel to plan, execute, supervise, inspect, and issue the RTS for the work performed.
9. Use technical personnel whose competencies have been established in accordance with its own
procedures and at a level acceptable by the CAA that guarantees approval of the maintenance
organization.
10. Have a procedure to ensure and control that the technical staff has an aeronautical technician/mechanic
license issued by the competent CAA and remains current and authorized to issue the RTS. That
personnel must meet the requirements defined by the maintenance service provider and what is
established by the regulation regarding: age, experience, knowledge, health status (when applicable)
and professional profile.
Ch. 4, pg. 4.2-1
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11. The technical staff of the maintenance provider issues an RTS to certify that the performed maintenance
tasks were accomplished satisfactorily, in accordance with the approved maintenance data and the
procedures described in the provider´s manual. The RTS must comply with the policies established in
the section “Policies for issuing a return to service (RTS)” of this manual.
12. The person who performs in-process inspections on aircraft and/or aircraft components must:
• Have qualification and competence that guarantees the proper performance of the inspection in process,
ensuring good maintenance practices and compliance with all relevant airworthiness requirements.
• Be adequately familiar with the regulatory requirements issued by the CAA and with the inspection
methods and techniques, practices, equipment, and tools to determine the airworthiness of the aircraft or
aircraft components that are the subject of an in-process inspection.
• Possess skills in the use of different types of equipment to develop the in-process inspection.
13. The holders of the aeronautical technician license must be authorized by the Quality area (or equivalent)
of the maintenance service provider.
14. Have the means to list the authorized personnel or identify the personnel that performs maintenance
tasks, taxing, RII and to certify the maintenance.
15. Have an independent audit program, to monitor compliance with applicable regulations, requirements,
and technical procedures described in the manufacturers' manuals and in the maintenance organization's
procedures manual, and that it complies with the following:
• The audit program is under the control of a manager or responsible person.
Note: In some cases, line maintenance services are provided by maintenance services providers with
capacity for basic services and that, due to their size in the organization, do not have an auditing program.
In these cases, the surveillance carried out through the audits carried out by Avianca, can substitute this
process of the supplier.
• The audit program must specify the scheduled intervals to ensure compliance with applicable regulations,
requirements and technical activities described in the Maintenance Provider's Procedures Manual and in
the manufacturers' manuals.
• A record of non-conformities- findings resulting from the audits and their corresponding corrective and/or
preventive actions.
• A follow-up method to ensure that the implementation of corrective and/or preventive actions were
effective.
• A record control system to ensure that details of findings, corrective actions, preventive actions, and follow-
up are recorded and stored for two full evaluation cycles.
• Describe compliance with the Avianca’s specific maintenance requirements in such a way as to ensure
that they maintain the quality standards defined in the signed contract or agreement.
• To have a training and qualification program for auditors used in the QA program.
16. Have a process for periodic review of the quality assurance program by the Quality Manager or the
person assigned managerial responsibility for the program for the purpose of ensuring compliance with
current requirements of the Maintenance Program and the MCM.
17. Have a process to immediately report to Avianca any defect, Non-airworthiness condition, failure or
malfunction.
18. Have an initial and recurrent training program that complies with what is established according to the
maintenance provider’s policies and the MPE. If the maintenance provider does not have a training
program that complies with the MPE’s requirements, it can adopt the operator’s training program
according to the syllabus approved in the MPE and the contractual agreements.
19. Have an initial and recurrent training program for the parts and products receiving inspectors.
20. Must receive the training in Avianca policies and procedures established in the MPE.
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21. Have the appropriate facilities, tools, equipment, personnel, an industrial safety program, and work
environment to perform the maintenance tasks contracted by Avianca.
22. Have the basic facilities and work environments appropriate for the maintenance tasks to be performed.
These facilities must include at least:
• An address where it operates as a business center.
• Communication equipment and programs, such as telephones, email, internet connection and others.
• Any alert and control mechanism that can be used to determine when a specific aircraft requires
maintenance. This can be done using boards, card files, or a computerized system.
• A safe, contamination-free area for the storage and retention of aircraft technical records.
23. Have adequate facilities for the storage of parts, equipment, tools and material under conditions that
provide safety and prevent deterioration or damage to stored items, including in their processes:
• Clean work areas, including administrative areas
• Materials, parts and pressurized oxygen cylinders (oxygen cylinders and other high pressure
cylinders) are properly identified and stored.
• Flammable, toxic or volatile materials are properly identified and stored.
• Electrostatic sensitive devices (ESD's) are identified, properly packaged, and stored, and protected
from damage and contamination.
• Test equipment is identified and protected.
• Areas and freezers with temperature and humidity control, to maintain materials that required it.
24. Have the technical information, equipment, tools, and material to carry out the contracted work. This
should include:
• The equipment and tools necessary to carry out the work required by the operator.
• It has digital tools and/or storage to access and have the technical and regulatory manuals available
for consultation.
• Sufficient stock or supplies of parts and materials available to ensure timely rectification of defects
on time with respect to the MEL and according to the service level specified in the contracts/SLA
between Avianca and the maintenance service provider.
25. Have shelf life control program, rejected parts, ESD (Electronic sensitive parts) among others, applicable
to stored elements (aeronautical and non-aeronautical, as applicable), which includes requirements (due
dates) to be controlled and displayed.
26. Have a products and parts receiving process that:
• Ensures that the incoming material contains the required certification documentation and that the
information on its airworthiness condition has the required certification and traceability
documentation, in accordance with the policies established by Avianca and the maintenance
organization.
• Includes a process for verifying the received part cards or labels to ensure that the information on it
corresponds to the part’s physical information (part name, part number, serial number, modifications,
and/or any other applicable reference information).
27. Have a secure quarantine area for rejected parts and materials awaiting disposal.
28. Have a process to segregate the serviceable parts from non-serviceable as well as non-aeronautical
parts.
29. Have a program to handle, or perform maintenance on, electrostatic sensitive devices (ESD). Such ESD
program shall comply with applicable manufacturer instructions and the following specifications:
• Removal and installation in the aircraft.
• Appropriate warning and caution signs, as well as decals, are available and placed in areas where
ESD parts are handled.
• Devices contained in ESD-approved packaging are sealed and properly labeled.
Ch. 4, pg. 4.2-3
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• Devices not contained in ESD-approved sealed packaging are handled by personnel using, as applicable,
approved earthing (i.e. grounding) straps and/or mats, and:
- For maintenance activities that require floor grids where ESDs are handled, the floor grids are
grounded.
- Are not stored on shelving covered with carpet, foam, vinyl, or any other material that can store or
produce an electrical charge.
- Earthing straps and mats are tested to ensure conductivity at regular intervals or prior to use and such
test results are recorded
30. Have a storage method that ensures that parts and equipment, such as oxygen system components, O -
rings, are properly packaged, identified and stored to protect them from damage and contamination.
31. Have procedures to control and document the calibration and records of all tools (including personal
tools) and preventing those tools and equipment out of service or with expired calibration date from bein g
used. These procedures must include:
• Calibration date
• Identification of the individual or workshop that performs the calibration or check.
• Calibration due date
• A calibration certificate for each calibrated item.
• Details of adjustments and repairs
• Tool repair history
• The part and serial number of the standard used to perform the calibration.
32. Have a process that ensures aircraft parts and components are shipped in appropriate containers to
protect them from damage when specified by the OEM. Containers required by ATA 300 or equivalent
are acceptable.
Note: Avianca is responsible for providing the maintenance service provider with the approved
documentation containing information about the parts allowed to be installed on their aircraft. That
documentation allows the maintenance provider to validate the airworthiness condition of the part and its
certification for installation in the aeronautical product that is being maintained. The “approved
documentation” category includes, for example, MCM, IPC (including supplements), AD, SB, Work Order,
Repair Order, Form 8130-3/EASA Form 1 or equivalent”
33. Have established the record retention time after the issuance of the RTS.
34. Develop and provide, for the use and guidance of maintenance personnel, a Maintenance Procedure s
Manual that contains at least the following information:
• A description of the organization that includes:
- A general description of the scope of work authorized under the organization's terms of approval.
- A general description of the organization's facilities.
• A description of the procedures for implementing changes affecting the approval of the maintenance
organization.
• A description of the organization's procedures and the quality or inspection system.
• Names and duties of the responsible personnel.
• Names and duties of the person or persons whose responsibilities are to ensure that maintenance is
carried out in accordance with the Maintenance Procedures Manual or equivalent document.
• A description of the procedures used to establish the competence of maintenance personnel.
• A description of the methods used to the completion and retention of the Operator's maintenance
records, including procedures for retaining backup records.
• A description of the procedure for preparing the RTS and the circumstances under which this release
is to be signed.
• The process for authorizing personnel to sign an RTS and the scope of such authorization.
Ch. 4, pg. 4.2-4
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• A description of any additional procedure for complying with the operator’s procedures, policies and
requirements.
• A description of the procedures for complying with service information reporting requirements.
• A description of the procedure for receiving, amending, and distributing within the provider´s
organization all required airworthiness data from the type certificate holder or aircraft type design
organization.
• A description of the contracted activities (if applicable).
35. Have a process in which it periodically reviews the Maintenance Procedures Manual to keep its
information updated, in addition to a process to send these revisions to all organizations or people in the
organization as soon as it is issued.
36. If the maintenance provider performs maintenance tasks &/or subcontracted maintenance for the
development of activities agreed with Avianca, the maintenance provider must have a process to select
maintenance providers, guaranteeing the level of safety and protection demanded by Avianca, thus
complying the criteria of this process.
Note: If Avianca requires maintenance abroad due to its operation, it must comply with the provisions of
aeronautical regulations as applicable.
4.2.2 Controls
To control and ensure that maintenance service providers meet the requirements and criteria established by
Avianca, the QA AW area is responsible for evaluating and approving maintenance service providers before
entering into a contract/SLA.
Those providers that comply and are approved will be included in the list of approved contractors "Approved
Vendor List" in accordance with the policies set forth in the (Manual de Calidad y cumplimiento para
Assurance)).
To guarantee that the maintenance service provider is complying with the criteria established in this manual,
QA AW will carry out a technical visit (audit) in accordance with the (Manual de Calidad y cumplimiento para
Assurance))
Those providers that do not meet the quality requirements demanded by the company will not be inclu ded
in the maintenance software or will be disabled.
Ch. 4, pg. 4.2-5

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Section 4.3: Reserved
maintenance
4.3 RESERVED
Ch. 4, pg. 4.3-1

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performance, contracts,
maintenance
and agreements
Responsible: Operator Technical Director
Authority: MCC Manager and Coordinator Technical Representatives Coordinator
4.4 MAINTENANCE PERFORMANCE, CONTRACTS AND AGREEMENTS

Objective
To establish the policies, actions, resources and logistics for carrying out maintenance, preventive maintenance,
alterations and repairs on Avianca aircraft and engines, which must be established based on a contract or service
level agreement (SLA) approved with a contracted maintenance provider that complies with what is indicated in
the regulations of the competent CAAs and the policies of this manual.
Scope
This process begins from the definition of the service, guidelines and guidelines for carrying out maintenance on
aircraft and engines operated by Avianca under a contract or SLA with a contracted maintenance provider and
ends with the execution of the contracted activities, complying with security and airworthiness policies.
MCC Management
• To provide support to the Technical Supply Division to guarantee that in each contract or service level
agreement (SLA) signed with suppliers that perform aeronautical line maintenance functions for Avianca,
compliance with technical, quality, regulatory standards and policies of this manual is specified.
• To serve as a link and maintain direct communication with line maintenance providers, in such a way as to
ensure that the contracts made meet the security policies and quality standards.
• To monitor the results of the audits carried out by QA AW to the contracted maintenance providers.
• To ensure the continued airworthiness and safety of Avianca aircraft that are receiving line maintenance
services with a Avianca -contracted maintenance provider.
• To verify that line maintenance contracts or service level agreement (SLA) are complied with in accordance
with their provisions.
• To analyze the discrepancies generated to the contracted maintenance providers and provide support in the
relevant claim process.
• To provide support to the Technical Supply Division to guarantee that in each contract or service level
agreement (SLA) signed with suppliers that perform aeronautical maintenance functions other than line for
Avianca, compliance with quality standards, regulations and policies of this manual is specified.
• To request from the areas involved in the contract socialization meetings organized by the Technical Supply
Division or as required, the availability of necessary resources during the contract evaluation process, as well
as their continuous support during the execution of different line maintenance.
• To serve as a liaison and maintain direct communication with different line maintenance providers, in such a
way as to ensure that the contracts made meet the security policies and quality standards.
• To follow up on the results of the audits carried out by QA AW to the contracted maintenance providers different
from the line.
• To ensure the continued airworthiness and safety status of Avianca aircraft that are receiving non-line
maintenance services with a Avianca -contracted maintenance provider.
• To maintain adequate coordination between the Avianca support areas and the technical staff of the
maintenance provider to ensure budget control of services, time on the ground and the quality of the execution
of the work by the maintenance provider. contracted maintenance.
• To verify that contracts are fulfilled in accordance with their provisions.
Ch. 4, pg. 4.4-1

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• To guarantee that, during the execution of the contracted services, the documentation of the service packages
reaches the main base of the Avianca.
• To guarantee the execution of a contract or service level agreement (SLA) between the operator and
maintenance service provider, which meets the requirements of Avianca and applicable regulations.
• To verify that there is a contract or service level agreement (SLA) between the operator and contracted
maintenance provider where it is determined:
- The maintenance services that are being contracted.
- The management of maintenance data necessary for the services, such as job cards, engineering orders,
etc.
- Avianca's control/supervision of the services performed by the contracted maintenance provider.
- Avianca's responsibility to instruct the certifying personnel of contracted maintenance providers in
accordance with the provisions of the operator's training policies.
• To continuously monitor the findings reported by the QA AW area of the audits carried out on contracted
maintenance providers.
• To technically evaluate maintenance contracts regarding repair, overhaul and modification agreements on
aircraft, engines, APU and/or their components, supporting liaison tasks with OEMs.
• To provide support to the operator in response to queries that may be issued by maintenance service
providers.
Contracts Management and Compliance
• To define technical standards for contracting maintenance providers and design control mechanisms to ensure
optimal administration of maintenance contracts, modifications and repairs to aircraft and engines, in
accordance with safety standards and regulatory requirements, as well as establishing plans to improve the
performance of Avianca maintenance providers.
Technical Supply
• To carry out contracts or service level agreement (SLA) with maintenance providers according to the
requirements established by the Operator Technical Direction under the applicable regulations.
Quality Assurance (QA-AW)
• To conduct prior audits of possible maintenance providers in accordance with the (Manual de Calidad y
cumplimiento para aeronavegabilidad (Aseguramiento de Calidad) (Airworthiness Quality and
Compliance Manual (Quality Assurance))
• To monitor / audit the contracted maintenance provider through its operational compliance audit program.
• To keep the list of maintenance providers updated in the maintenance software.
4.4.1.1 Maintenance performance policies
Avianca is responsible for controlling the performance of maintenance and maintaining the continuous
airworthiness of its aircraft, including structures, engines, instruments, emergency equipment and other parts and
equipment, in accordance with this manual and with CAA regulations.
Ch. 4, pg. 4.4-2

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Avianca guarantees, through QA AW, that the facilities used by the contracted maintenance provider are adequate
to carry out maintenance tasks and meet all the standards required by the competent CAAs.
Avianca ensures, through QA AW, that the equipment and tools used by the contracted maintenance provider are
properly calibrated in accordance with a maintenance and control program acceptable to the competent CAA,
when used to perform maintenance.
All maintenance activities, modifications, alterations, and repairs performed on aircraft and engines operated by
Avianca are performed by approved and/or certified maintenance providers, through a contract or service level
agreement (SLA) signed by the operator, considering civil aviation regulations.
The contracted maintenance provider must report to Avianca any defect, failure, malfunction, or non-airworthy
condition of an aircraft that occurs during the tasks performed in the contracted service in accordance with the
policies of this manual.
Avianca through QA AW guarantees that contracted maintenance providers install parts and components on their
aircraft, following the manufacturers' instructions and complying with all quality and safety standards according to
the applicable authority regulations.
Contracted maintenance providers that carry out maintenance, alteration and/or repair work may not begin said
work without having data approved and/or accepted by the aircraft manufacturer or competent authority.
Avianca guarantees that the maintenance, repairs, modifications and alterations to its aircraft and engines are
carried out by contracted maintenance providers, certified by the applicable CAA and, therefore, must:
1. Have a maintenance provider certificate approved by the corresponding authority.
2. Ensure compliance with the requirements of organization´s certificate according to the conditions accepted by
the authority.
3. Record all maintenance actions performed.
4. Have a contract to be able to issue the maintenance compliance certificate for Avianca aircraft.
5. Comply with the specific requirements of Avianca as specified in the contract.
6. Have established procedures acceptable to the authority that ensure good practices for performing
maintenance.
7. Have a list of current capacities approved by the competent authorities.
8. Have facilities and licensed, qualified, and sufficient personnel to carry out contracted work.
9. Have personnel with adequate qualification and competence to issue the RTS
10. Have quality procedures for receiving parts and materials acceptable to Avianca.
11. Have an internal audit and surveillance program.
12. Have a program of alerts and immediate reports for Avianca in relation to the condition of non-airworthiness,
failures or malfunction of the aircraft.
13. Have a training program for the technical staff that performs maintenance on Avianca aircraft.
14. Have a maintenance records process, which ensures that they are clearly identified, with signatures of
responsibility and their originals are delivered to Avianca.
Avianca must not operate an aircraft after any maintenance has been performed if it has not been performed in
accordance with the regulation and an RTS has been issued.
Each aircraft must be maintained in accordance with a continuous airworthiness maintenance program and with
its operational limitations, to be able to comply with an operational schedule.
Ch. 4, pg. 4.4-3

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4.4.1.2 Contracts policies and SLA

Avianca ensures through its contracted maintenance providers, the availability of tools, equipment, or special
testing devices necessary to ensure the performance of maintenance work in accordance with accepted industry
practices according to its internal manuals or procedures and as established in the contracts or SLA.
Avianca has contracts and SLA with suppliers for the development of maintenance, preventive maintenance,
alterations and/or repairs, which do not release Avianca from the responsibility of its aircraft airworthiness.
The contracts or SLA that are signed always have a clear, unequivocal, and sufficiently detailed specification of
the work and the assignment of responsibilities.
Maintenance work is carried out in accordance with approved data and current regulations, as determined by the
policies established in this manual.
4.4.2 General considerations for contracts or SLA
The contracts or SLA establish the terms under which the responsibilities agreed upon by each of the signing
parties will be carried out, with respect to the maintenance service contracted.
Line maintenance contracts follow the IATA SGHA (Standard Ground Handling Agreement) standard for the year
agreed by the signing parties. However, all contracts or SLA (line and non-line maintenance) must contain at least
the following information:
1. Name of the contracting party or airline.
2. Name of the contracted maintenance provider.
3. Identification of the fleet object of the contract: Make and model (for applicable cases).
4. Identification of the type of engine (for applicable cases).
5. Identification of the terms of duration of the contract or SLA, place(s) of execution and conditions of early
termination and/or automatic renewal (when applicable).
6. Clear, unequivocal, sufficiently detailed specification of the maintenance services and the assignment of
responsibilities, considering what is established in the manufacturer's maintenance manual or the approved
maintenance program, so that no misunderstanding can arise between the parties. involved in the agreement.
7. Mention the facilities where the maintenance will be carried out.
8. To monitor the effectiveness and efficiency of the work performed by the contracted maintenance provider,
the contracts or SLA may include standards or measurable indicators of quality, compliance and/or safety
required to be met by the contracted maintenance provider. These indicators provide the basis for the
monitoring process and help ensure that the service provider is meeting requirements that affect the safety of
operations.
9. The standards included in the contracts or SLA must be mentioned by their proper name.
10. Inclusion of a clause that allows Avianca, with the personnel of the QA AW area, to evaluate the continuous
quality of the activities contracted with the contracted maintenance provider.
11. Inclusion of a clause that requires the contracted maintenance provider to immediately notify Avianca of any
significant defect in the items that are maintained, modified, or repaired and that are the object of the
contracted activities.
12. Inclusion of a clause that guarantees that the contracted maintenance provider has a system or method to
complete, review and send to Avianca the original maintenance records. Contracted maintenance providers
must maintain detailed records to include certification documents that support the issuance of an RTS.
13. Indication of who will supply the parts and materials necessary for the execution of the contracted services.
Each of these must have their respective traceability, and at the same time it must be clear who is responsible
for said traceability.
14. The maintenance contract must be signed by the legal representative of each of the parties (contracted
maintenance provider and Avianca).
Ch. 4, pg. 4.4-4
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maintenance
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4.4.3 Providers contracted to perform maintenance

The contracted providers performing maintenance activities for Avianca are maintained on an approved providers
list, subject to review by QA AW.
During the development of major works abroad, a duly trained and qualified Avianca representative is in charge
of receiving the work carried out and ensuring that they comply with the policies set forth in this manual.
4.4.4 Procedure for contracting third parties
Any new maintenance provider that is required to be included in the list of approved contractors Approved Vendors
List, must be managed by written request to the Quality Assurance area, for evaluation through a Quality audit, in
accordance with the policies set forth in the (Manual de Calidad y cumplimiento para aeronavegabilidad
(Aseguramiento de Calidad) (Airworthiness Quality and Compliance Manual (Quality Assurance)).
The list of approved providers for the different contracted maintenance activities will be kept in the maintenance
software in accordance with the procedures stablished in the (Manual de Calidad y cumplimiento para
Assurance)).
Ch. 4, pg. 4.4-5

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Section 4.5: Administrative
arrangements between the
operator and the
maintenance
contracted maintenance
providers
Responsible: Airworthiness and Regulatory Standards Management
4.5 ADMINISTRATIVE ARRANGEMENTS BETWEEN THE OPERATOR AND THE CONTRACTED

MAINTENANCE PROVIDERS
Objective
To establish the conditions to monitor and evaluate the compliance given by the contracted maintenance providers
to the signed contracts /SLA and when considered necessary, to perform modifications on those contracts/SLA,
in order to keep compliance to the provisions set by the regulations of the applicable CAA and the policies of
Avianca.
Scope
This policy begins with the monitoring and verification of the contracts/SLA compliance and ends with the
termination of those contracts/SLA.
• To verify that during the term of the contract/SLA between the operator and contracted maintenance provider,
the requirements of Avianca's policies and applicable regulations are met.
• To continuously monitor the findings reported by the QA AW area with respect to the audits conducted on the
maintenance providers hired through the audit management application.
MCC Management
• To serve as the focal point and maintain direct communication among Avianca and line maintenance providers.
• To issue IROs coming from events that affect the airworthiness, detected in line maintenance services.
• When amendments to contracts/SLA are needed, to manage with the Technical Supplies area or the Financial
Coordination, as required, the new negotiations with the contracted line maintenance providers.
• To deal with the discrepancies and amendments arising from the contracts/SLA signed with the contracted
line maintenance providers.
• To serve as the focal point and maintain direct communication among Avianca and non-line maintenance
providers.
• To issue IROs for events that affect airworthiness detected in maintenance services other than line
• When amendments to contracts/SLA are needed, to manage with the Technical Supplies area or Financial
Coordination, as required, the new negotiations with the maintenance providers contracted for work different
from line maintenance.
• To address discrepancies and amendments in contracts/SLA signed with other than line contracted
All areas of the Engineering & Maintenance Vice presidency
• To monitor the preventive and corrective actions resulting from claims issued by each corresponding area,
made to the contracted maintenance provider.
Ch. 4, pg. 4.5-1

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operator and the
maintenance
providers
Technical Supply
• To monitor compliance and continuity of the contract/SLA in relation to what was initially agreed with the
contracted maintenance provider.
• To negotiate amendments to contracts signed with contracted/SLA maintenance providers (other than
intercompany).
Contracts Management and Compliance
• To ensure compliance with the administrative clauses for line and major maintenance contracts with third
parties maintenance providers, including (but not limited to) billing and billing time limits.
• To treat any discrepancies that may appear at the administrative level in contracts with contracted
• To report findings and do a follow up on the corrective actions proposed for the closure of these that are the
product of the audits for the contracted maintenance provider in accordance with the requirements established
in this manual, the aviation regulation, and the (Manual de Calidad y cumplimiento para aeronavegabilidad
(Aseguramiento de Calidad) (Airworthiness Quality and Compliance Manual (Quality Assurance))
Avianca, as the responsible for the management of the continuous airworthiness of its aircraft, engines and
components, ensures that the maintenance activities necessary to maintain the airworthiness are carried out in
accordance the airline´s requirements, therefore Avianca establishes this through the contracts/SLA with the
contracted maintenance providers. In any case, Avianca requires its maintenance providers unrestricted access
to the competent aeronautical authority to verify their processes and facilities in accordance with the scope of the
contract / / SLA and applicable regulations.
To support this, Avianca establishes mechanisms to watch over and monitor the maintenance activities contracted
and established by the contracts/SLA, as well as the terms thereof. These mechanisms are:
4.5.2 Monitoring of contracted maintenance providers
Avianca continuously monitors compliance with contracts/SLA and, in general, with the obligations derived from
it. To ensure effective monitoring of the services provided by contracted maintenance providers, several monitoring
methods are considered such as:
• Audits
• Risk assessment of hazards and / or reported incidents
• Monitoring of key performance results (KPI)
• Reports.
Additionally, effective two-way communication methods are established with the contracted maintenance
providers.
Monitoring of the contract/SLA does not imply full acceptance of the supplier's compliance with the obligations,
therefore, in the event of non-compliance, Avianca may exercise legal or extra-legal actions derived from non-
compliance.
Ch. 4, pg. 4.5-2

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operator and the
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4.5.2.1 Audits
Avianca, through the QA AW area, audits the contracted maintenance providers in accordance with the policies
established in the (Manual de Calidad y cumplimiento para aeronavegabilidad (Aseguramiento de Calidad)
(Airworthiness Quality and Compliance Manual (Quality Assurance)) in order to verify, among other things, that:
• There is compliance with applicable regulations, safety, and quality requirements
• The provider has procedures acceptable to the competent CAA.
• The provider performs all maintenance in accordance with the stipulated requirements and the
recommendations and instructions that Avianca has made known to the supplier in writing.
The audit report is delivered to the MCC Manager or Technical Representative Coordinator, as appropriate. The
maintenance provider must take the necessary measures to correct all the findings found, but in the event that the
findings found during the audit represent an unacceptable risk to operational safety, all relationships with said
provider must be stopped until satisfactory measures are taken. to correct them.
4.5.2.2 Service levels and key performance indicators (KPI)
The contracted maintenance provider performs the services in compliance with the safety, regulatory and quality
standards required by Avianca in accordance with its policies.
Service levels establish the provider´s performance levels and become a tool for the evaluation of performance
for the contracted maintenance provider.
The key performance indicators that are established in the contracts/SLA are used to audit and evaluate the
processes and services of the contracted maintenance providers, their monitoring is carried out by the user area
and these results will be used by Avianca and the contracted maintenance provider to discuss service improvement
and issues.
4.5.2.3 Claims
Anytime that an area from the Engineering & Maintenance Vice presidency identifies a breach or a deficiency in
the service(s) contracted with a maintenance provider, the event or discrepancy that occurred must be
documented and Avianca, through the of the corresponding area, it can make a claim. MCC will keep the statistics
of the claims presented.
The claim will take place when some of the following factors are identified:
• When there is a breach of the policies established in the regulatory manuals.
• Any discrepancy or non-conformity with the services contracted by the airline or in the records that result from
them.
• When an overcharge not justified or approved by the airline is identified in a contract job.
After making a claim, the area that issued it evaluates and verifies the effectiveness of the actions taken by the
contracted maintenance providers and monitors them to identify and prevent future non-conformities.
If there is a recurrence in the claim, Avianca will notify to QA AW area, so that the actions they consider appropriate
for each case are conducted based on the corresponding risk assessment.
All actions taken to conduct a claim will be governed by the terms established in the contract signed between
Avianca and the contracted/SLA maintenance provider.
Ch. 4, pg. 4.5-3

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
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operator and the
maintenance
providers
4.5.3 Solution of contract/SLA discrepancies

The differences that appear in relation to the agreement, interpretation, execution and/or termination of the contract
will be resolved between the parties through a direct arrangement.
Any time that an event occurs that causes a discrepancy with what is previously established in the contract/SLA
by either party, Avianca or the contracted maintenance provider, may take the initiative to send a notice to make
a direct arrangement and solve the discrepancy. For line maintenance service contracts and major services with
third parties, Avianca does so through the Contract Management and Compliance area, prior notification to the
MCC Manager in charge of the contract, and for different line services with intercompany contracts, it is done
through the technical representation area.
4.5.4 Modifications or amendments to the contract/SLA
Maintenance contracts/SLA can be modified or amended, for example, by changes in regulation, by request of
user areas, by request of the contract management area, among others, and any of these modifications or
amendments must always be recorded in writing and be signed by the legal representatives of each party (operator
and contracted maintenance provider).
What is stipulated in the contract/SLA constitutes the obligations and responsibilities of Avianca and the contracted
maintenance provider and supersedes any verbal or written agreement previously entered into between them for
the provision of the same services (if it existed).
Ch. 4, pg. 4.5-4

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Chapter 4: Contracted Section 4.6: Administrative
Maintenance contracts & agreements
4.6 ADMINISTRATIVE CONTRACTS & AGREEMENTS

Avianca, through the Operator’s Technical Director, is responsible for the management of continued airworthiness
and can hire support services acceptable to the FAA when required, which does not exempt it from said
responsibility. The Operator’s Technical Director may delegate the authority to control each contracted service to
the person in charge of the area that requires said service. The airworthiness management service provider must
meet the following conditions to be approved by the company:
a) Provide the services in the terms and conditions required by Avianca, with all the quality and efficiency,
according to their abilities, knowledge, and experience.
b) Act with diligence in the entrusted matters.
c) Resolve Avianca's requests as quickly as possible.
d) Keep strict confidentiality of everything that comes to your knowledge by reason of the services.
e) Attend to the reasonable observations presented by Avianca regarding the quality of the service.
f) Adopt the necessary provisions for the efficient and timely provision of the contracted services.
g) Assign the appropriate personnel to carry out the contracted tasks, supervise the personnel permanently,
having to adopt the administrative actions that may take place when they arise complaints or disagreements
between said personnel and Avianca personnel or third parties related to it.
h) Respond for the personnel assigned for the execution of the services.
i) Ensure that its personnel have full knowledge of the procedures, internal policies, regulations, and current
laws related to the services.
j) Provide its workers with all the work tools necessary to carry out the service from service.
k) Comply with the provisions of the contract annexes.
l) Any others arising from the nature of the contract.
m) Know and comply with the applicable policies of this manual.
All the providers of airworthiness management services contracted by Avianca know and comply with the audit
requirements and standards determined by the QA AW team as presented in its manual. Additionally, suppliers
know and accept the indicators established in the contract.
Avianca continuously monitors the compliance of the airworthiness management service providers and in general
obligations derived from it. To ensure effective monitoring of the services provided by contracted providers, various
monitoring methods are considered which may include:
• Audits.
• Monitoring of performance results (KPI).
Additionally, effective, two-way communication methods are established with the airworthiness management
service providers. The monitoring of the contract does not imply the full acceptance of the fulfillment of the
obligations in charge of the supplier, therefore, in case of non-compliance, Avianca may exercise the legal or
extralegal actions derived from non-compliance.
Whenever a breach or deficiency is identified in the contracted service(s) with the airworthiness management
services providers, the event or discrepancy must be documented, and Avianca can make a claim.
The claim will take place when some of the following factors are identified:
• When there is a breach of the policies established in the regulatory manuals.
• Any discrepancy or non-compliance with the services contracted by the airline or in the records that result
from them.
• When a cost overrun is identified that is not justified or approved by the airline in a contracted job.
After making a claim, the area in charge of the contracted service evaluates and verifies the effectiveness of the
actions taken by the airworthiness management services providers and monitors them to identify and prevent
future non-conformities.
Ch. 4, pg. 4.6-1
FR_AVSG05_009 Rev. 03 Date: 18-04-2022
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Chapter 4: Contracted Section 4.6: Administrative
Maintenance contracts & agreements
If there is recurrence in the claim, Avianca will make the notification to the QA AW area, so that the actions
considered appropriate are carried out based on the correspondent risk assessment.
All actions taken to carry out a claim will be governed by the terms that are established in the contract signed
between Avianca and the airworthiness management services providers.
Avianca may contract, and control airworthiness management services providers as established in the
CONTRATO DE SOPORTE DE ACTIVIDADES ADMINISTRATIVAS DE INGENIERIA & MANTENIMIENTO
(ADMINISTRATIVE ENGINEERING & MAINTENANCE SUPPORT ACTIVITIES CONTRACT).
Section “Company organization” of this manual describes and identifies the services or functions that may be
developed or performed by Avianca's own personnel and/or be contracted in accordance with the established in
ANNEX A of this contract.
Ch. 4, pg. 4.6-2

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Chapter 5: Aircraft Section 5.1: Table of
interchange contents
CHAPTER 5: AIRCRAFT INTERCHANGE

CHAPTER 5: AIRCRAFT INTERCHANGE ....................................................................................................... 5.1-1
5.1 Table of contents ................................................................................................................................... 5.1-1
5.2 Aircraft interchange ............................................................................................................................ 5.2-1
5.2.1 Aircraft interchange process management .................................................................................... 5.2-1
Ch. 5, pg. 5.1-1

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Chapter 5: Aircraft Section 5.2: Aircraft
interchange interchange
Responsible: MCC Director and Technical Control Contracted function
Authority: MCC Manager
5.2 AIRCRAFT INTERCHANGE

Objective
To establish the aircraft interchange policy developed between Avianca and any other airline involved in an aircraft
interchange agreement, as approved in the operating specifications of the airlines involved.
Scope
The policies of the aircraft interchange process are applied from the receipt of the request from the "Fleet
Implementation" area to carry out the interchangeability process between the airlines involved, until the
interchange operator returns operational control to the primary operator.
Flight Operations Director
• Is responsible for the interchangeability process and must ensure the quality, validity, and correct performance
of the activities of this process.
SOC Operations
• To inform MCC every day about the interchanges that the aircraft of the primary operator will carry out.
Primary Operator’s MCC
• To notify the information on open deferred transactions to the interchange operator's operations SOC.
• To contact contracted maintenance providers to manage aircraft maintenance control at the corresponding
bases.
Dispatch Control Center (CCD)
• To manage communication between dispatch centers.
• To control and save the information of each interchange.
• To guarantee the airworthiness of the aircraft of the effective fleet of Avianca in collaboration with MCC.
Pilot’s Chief (according to the fleet)
• To guarantee that flight crews record in the maintenance book the necessary data to identify interchanges
using the "Aircraft Interchange" box.
5.2.1 Aircraft interchange process management
The interchange agreement allows two airlines to connect two or more points along a route using the same aircraft.
In this process, each airline involved will use its own crew to conduct the flights that are made on its own behalf.
In this way, the interchange operator maintains operational control of the primary operator's aircraft each time it
makes an interchange flight. On the other hand, the primary operator always maintains responsibility for the
maintenance and airworthiness of the aircraft following the policies and procedures stablished in this manual. The
above is always fulfilled considering the following guidelines:
• The primary operator is always responsible for the control of the maintenance and airworthiness of their aircraft
in accordance with the policies presented in this manual, even when they are performing interchange
operations.
Ch. 5, pg. 5.2-1

FR_AVSG05_009 Rev. 03 Date: 18-04-2022
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30-APR-2023
Chapter 5: Aircraft Section 5.2: Aircraft
interchange interchange
Responsible: MCC Director and Technical Control Contracted function
Authority: MCC Manager
• All operations carried out in an aircraft interchange must be carried out in accordance with the authorizations,
limitations and provisions recorded in the operating specifications of the airlines involved, considering the
interchange guidelines established between the airlines.
• Operational control of the aircraft corresponds to the airline crew using the aircraft involved in the interchange
during flight activities.
• The pilot in command of an interchange flight must comply with the primary operator's policies for filling out
the aircraft's Logbooks (Flight and Maintenance Logbooks). When making the record in the maintenance book,
the pilot in command who takes the aircraft in an interchange must fill in the fields "aircraft interchange" and
"pilot acceptance" using the information communicated by the dispatch. Maintenance personnel should not
make entries in the maintenance book or sign “Release to Service” because of the interchange.
• Except for the occurrence of an in-flight diversion, the change of crew and the transfer of operational control,
for an aircraft that is being used in the interchange process, must occur at the points authorized in the
specifications. of operation of the primary operator and the interchange operator.
• Aircraft used in an aircraft interchange must be listed in the appropriate sections of the primary operator's and
interchange operator's operations specifications.
• The operators that are part of an interchange agreement will share the documentation that is needed to carry
out this process through the content manager.
• Charter Flights, Ferry Flights, Transfer Flights, or Flights under “Wet lease” conditions cannot be made on
aircraft under the interchange modality.
Ch. 5, pg. 5.2-2

FR_AVSG05_009 Rev. 03 Date: 18-04-2022

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AVIANCA

MAINTENANCE CONTROL MANUAL –

PEDRO SIERRA A. – AIRWORTHINESS AND REGULATORY STANDARDS MANAGER

Apr 30, 2023

______________________ __________________________ _________________________

TABLE OF CONTENTS - GENERAL

CHAPTER 0: MANUAL ADMINISTRACIÓN AND CONTROL ......................................................................... 0.1-1

Ch. 0, pg. iii

CHAPTER 0: MANUAL ADMINISTRATION & CONTROL

0.8.9 Operator Implementation Plan (OIP) ............................................................................................. 0.8-1

Ch. 0, pg. 0.1-2

0.2 REVISION & UPDATE PROCEDURE

Ch. 0, pg. 0.2-1

Indicates the consecutive of the

Ch. 0, pg. 0.2-2

0.3 LIST OF EFFECTIVE PAGES Section Revision Date

Ch. 0, pg. 0.3-1

Section Revision Date Section Revision Date

Ch. 0, pg. 0.3-2

Section Revision Date Section Revision Date

Ch. 0, pg. 0.3-3

0.4 RECORD OF REVISIONS

Revision No. Date of revision Date of publication

Ch. 0, pg. 0.4-1

0.4.1 Record of temporary revisions

Ch. 0, pg. 0.4-2

0.5 RECORD OF RELEVANT CHANGES

Ch. 0, pg. 0.5-1

0.6 DISTRIBUTION CONTROL

Ch. 0, pg. 0.6-1

0.7 DEFINITIONS & ABBREVIATIONS

Ch. 0, pg. 0.7-1

Ch. 0, pg. 0.7-3

Ch. 0, pg. 0.7-4

Ch. 0, pg. 0.7-6

Ch. 0, pg. 0.7-8

• ER: Extended Range

• NEF: Non-Essential Equipment and Furnishing

• TA: Technical Adaptation

Ch. 0, pg. 0.7-12

0.8 COMPLEMENTARY DOCUMENTS

0.8.10 Fueling Manual (FMA)

Ch. 0, pg. 0.8-2

CHAPTER 1: GENERAL ORGANIZATION

Ch. 1, pg. 1.1-1

1.8.5.4.1 General Responsibilities for the area of engineering........................................................ 1.8-11

Ch. 1, pg. 1.1-2

1.2 ORGANIZATION DESCRIPTION

Ch. 1, pg. 1.2-1

1.3 TYPE OF OPERATION

Ch. 1, pg. 1.3-1

Ch. 1, pg. 1.4-1

1.5 POLICIES AND DOCUMENTS REQUIRED FOR THE OPERATION

The OpSpecs will continue to be valid or effective, unless:

Ch. 1, pg. 1.5-2

1.6 AIRCRAFT REQUIREMENTS AND CERTIFICATION

Ch. 1, pg. 1.6-2

Flight Operations Manager

Ch. 1, pg. 1.7-1

1.8 COMPANY ORGANIZATION

Ch. 1, pg. 1.8-1

1.8.2 Engineering and Maintenance Vice-Presidecy organizational chart

Operator Technical MCC & Technical Quality Assurance Operacional Safety

_____