The entity indicated that it orders adjustments to the airline, after detecting flaws in the web information for travelers with disabilities.
The Transportation Superintendence issued an administrative measure in which it ordered the wingo airline immediately modify the information published on its website regarding the ticket purchasing process for passengers with disabilities.
The decision was made after verifying that the company does not comply with the legal requirements of clarity, sufficiency, timeliness and understanding of information that it provides to users with special needs.
The case originates from an incident that occurred on October 1, 2025 at El Dorado airport in Bogotáwhen three short women and wheelchair users reported an alleged denial of boarding on a flight to the city of Medellín.
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As a result of this fact, the SuperTransporte carried out an inspection of the airline’s web portal, identifying deficiencies in the description of assistance options for passengers with disabilities.
During the review, the entity determined that the online purchasing system of Wingo offers different alternatives without detailing their operational scope or the levels of support that each one implies.
According to the report, this lack of clarity can affect users’ decision-making and lead to inadequate provision or denial of the requested service.
Furthermore, it was evident that the terms and conditions of the wheelchair service do not include additional information that guides the passenger on the appropriate selection process.
The administrative measure provides that Wingo must adjust the information published on its website, especially that related to the categories of assistance available such as: “I need a wheelchair, I can walk”; “I need a wheelchair, I can’t climb stairs”; “I am completely immobile” and “I have another disability.”
It must also guarantee coherence between these contents and the policy for passengers with special needs. The airline will have a period of five business days to comply with the order, and if not, it could face sanctions of up to 500 current monthly minimum wages, in accordance with Law 1437 of 2011.
The measure does not allow appeals. SuperTransporte recalled that all airlines are obliged to guarantee access, dignified care and non-discrimination of people with disabilities.
Among the established duties include not limiting the sale of tickets, offering assistance during all stages of the trip, allowing admission of guide dogs at no additional cost and training staff in inclusive care.
The Superintendent of Transportation, Alfredo Enrique Piñeres Olave, highlighted that denying or hindering access to clear information violates the fundamental rights of equality, mobility and human dignity.
For her part, the Minister of Transportation, María Fernanda Rojas, stated that the entity seeks to prevent the lack of clarity in the purchasing processes becomes a barrier to the mobility of people with disabilities.
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The entity indicated that it keeps its service channels open to receive requests, complaints and claims through its website, toll-free line, virtual chat, WhatsApp and in-person service in Bogotá.
SuperTransporte concluded that the decision seeks to ensure that passengers with disabilities have sufficient and accessible information to exercise their right to travel in conditions of equality and dignity.
Source: Integrated Information System
