Avianca

I had a trip scheduled for April, and Avianca canceled it in March due to COVID-19. Shortly after my trip was canceled I requested a full refund. It has now been 5 months, and I have NOT received a refund. I have called Avianca on a weekly basis, and wait a long time to speak to representative just to be told the same thing. My request for a refund has been received, but they cannot tell me when I should expect to receive it. This is absolutely ridiculous! They keep trying to offer me a voucher, but I refuse to travel with Avianca after experiencing such poor customer service. My family who was travelling along with me, but booked their travels separately through another airline received their full refund right away. I have spoken to friends who had their travels cancelled due to COVID, and they have also received a full refund from their airlines. Meanwhile, I am still waiting for a refund FIVE months after my trip was cancelled. DO NOT FLY WITH AVIANCA! They are absolutely terrible!!

Avianca cancelled my flight and won't refund my money. They said they would provide a refund in 30 days, that was months ago. Now they say it could take 5 months. I'll be surprised if I see any of my money again! They keep trying to offer me vouchers but I don't know why they think I'll trust them after the appalling service so far. They are now managing to sell tickets for new flights but still can't pack back the people who deserve it. Disgusting.

We scheduled our trip three months in advance they canceled our trip two months prior due to Covid.Ok understanding of this. But they never told us we found out because I logged on . Once I contacted them they advised me they are not scheduling any flights. Ok fine I’ll take my refund. Told me I could get a voucher if wanted. Nope not after this experience my money back . Ok eight weeks they say, eight weeks ??? It took y’all an hour to deduct it from my account. Ok fine wait and nothing refunded. Every single day received email about accepting a voucher instead of refund. Three months today call them up we will escalate someone will contact you. So I get email at this time due to all refunds requested were not sure when you will get your refund, but take a voucher!!!! At that point I’m so done with them . Called my bank to dispute it and funds back in my account in 24 hrs. Then find out they filed bankruptcy!!!! Stay away from this company

Early hours of the morning we arrive at the airport in Rio De Janeiro. I was then told that I could not board because I didn’t have a hard copy of my yellow fever certificate. I had pictures. I told my friend to go as we’d booked multiple flights via Bogotá. The staff just left me in the airport. They said wait 24hrs for the desk to re-open. As a young female, alone, this was very scary. A random lady in the airport kindly offered to help me because I was in tears. She called the number for me. Took me 7 hours to get my flight changed. They told me I could go via a different country. A refund would take a month. You had to go through a long lengthy process. Not one person from the airline helped me. I was handed a business card with a number and no phones worked in the airport. Went to a hostel. Called everywhere around Rio to find the embassy or a place to print off a new card. My UK doctor sent my records, these were not accepted. In the end I flew to Peru. Once in Peru, still not guarantee of getting on a flight to Colombia (even though I was told I would be allowed and after waiting a few days). Finally, they told me where I could go and get another printed (not that anyone had mentioned this for days). Got on the flight and reunited with my friend (finally). I also found out that not everyone was asked for this card, so I happened to be a spot check! It was the most exhausting 5 or so days of my life. Please be so cautious. Read all of their terms and conditions. It did not say this anywhere in big print on their website or the tickets or we wouldn’t have booked or tried earlier to sort it. It’s worth it to pay more with another airline or make sure you check EVERYTHING. Even so, if something goes wrong. Don’t expect any help from this airline.

We booked tickets from Guayaquil to JFK with a 2 hr 20 min layover in Bogota. The plane that was going to take us from Guayaquil to Bogota was delayed by 20 minutes, so Avianca automatically rebooked us on the next flight from Bogota to New York which would take off nine hours after our original flight. On our flight from Guayaquil to Bogota, the plane took off before they finished the safety video. When we landed in Bogota 15 minutes after our scheduled time, we asked the service desk agent if we would be able to board our original flight to New York since we would have two hours to do so. The service desk agents were not compassionate with their responses and told us that we can board the original flight if we would not like to see our luggage. They gave us flimsy excuses and said it would take more than two hours to transfer our bags from one plane to another and that Avianca would not take responsibility due to high air traffic. We were not offered meal vouchers for the extra ten hours we would be stuck in the airport.

After knowing on the news that Avianca CEO laid off 917 workers in Peru, I now can confirm that they do not care for anybody whatsoever not even its passengers. Be aware of this airline!

Worst customer service I have ever received. Avianca cancelled my flight from Buenos Aires in March (due to COVID), and I've been waiting for my refund for 4 months now, without any confirmation that I'll ever receive it. To repeat, they cancelled the flight - and haven't confirmed they will be providing me with a refund? I've called numerous times, only to be told that "the refund department is working on it" and "we cannot confirm if they will provide you with a refund."

They are stealing money!!! Booking flight and they aren’t working Be careful! Don’t book a fight they are bankrupt

I have flown often national flights and one international flight with avianca. Their service and food is poor, and don't get me started on their phone service. I had several flights cancelled, and got one refund on a national flight, but couldn't transfer it to another person, as I don't live in the country and can't use the coupon. Furthermore my international flight got cancelled, but I received no compensation.

We bought business class RT tickets back in October Medellin to Madrid. Our flight to Madrid on Feb 17 was ok but certainly not business class standards. We needed to return from Madrid before our original date because of CoronaVirus. Because Madrid was shutting down foreign air travel, we needed to move our return trip to Mar 17 (originally Mar 23). Avianca refused to honor our tickets and made us buy same-day, one way ridiculously priced tickets in coach or give them another $3000 to use our original tickets. As time was a huge factor, we bought the last minute tickets. We got our seats but were stunned to see that Avianca put all 40-50 passengers in the first set of rows in coach including middle seats - during a pandemic when Spain had some of the highest cases and death rates in the world. I wish I had taken pictures of the sardine can they created. As it turned out, Avianca cancelled our flight for the original date, Mar 23. We also noticed that no one was flying business class but they had no problem dismissing us. It is June and we are still waiting for our refund. I will never fly them again. Ever.

First flew with Avianca to South America back in 09'. Great flight, staff, service, food and beverages. Fast forward 10 years later. I have flown with them many times to my wife's birthplace of Colombia and the drop all aspects in just a single decade is unfathomable. Food is bland and the staff are mostly indifferent. The kicker for me this time was after my flights. I was stuck for 24 hours due to civil unrest in Quito. I just wanted to get out. United, one of their partners, was not coming to get me and other ticketed passengers. I bit the bullet and bought a ticket that would get at least to Bogota Colombia so that I could then get back to the States and decided to fly to Miami since that was the cheapest flight at the last minute. I bought the ticket. Went to check in. The Avianca check in agent for the flight asked why I had two flights with them-turns out that while I was buying a ticket directly with them at the Quito airport at their counter, United had rebooked me with Avianca for later on that day since they were partners. The agent looked into it and stated I should keep this flight because they knew it was going out-the plane and staff were there whereas the later flight was still a risky one to depend on-it could get canceled. I took it to Bogota and once there United was able to get me back to Houston. Thus, there was absolutely no reason to fly to Miami so I just didn't take that flight. Shortly thereafter, I contacted Avianca about a refund for the flight I didn't take in this unusual situation. Surprisingly, within a week they got back with me and gave me about a $35 refund! The flight I didn't take was at least a $400-$500 flight. I called back. I was given the run around for months. At no point, could Avianca provide any sort of cost breakdown as to why I was getting at least less than 10% of the value of the flight back-AND I had been an Avianca miles member for a decade! I called in at least 6 times and no one could ever answer my question-I mean how did I even get that tiny refund? Frankly, they used their English language barrier to continue to give me the run around for months-until I finally gave up. Well, all that means is that I will never fly Avianca again. What a total fiasco.

I will never book with this airline again. They cancelled the flight and refuse to provide a refund saying it isn’t their policy despite the US Department of Transportation saying they have to. I submitted my refund request online on 4/13/20 and today received a voucher instead of refund after hours of trying to get a person the only solution I got was to do a complaint online. This airline is horrible in every way and I would never book with them again.

First flew with Avianca to S. America back in 09'. Great flight, staff, service, food and beverages. Fast forward 10 years later. I have flown with them many times to my wife's birthplace of Colombia and the drop all aspects in just a single decade is unfathomable. Food is bland and the staff are mostly indifferent. The kicker for me this time was after my flights. I was stuck for 24 hours due to civil unrest in Quito. I just wanted to get out. United, one of their partners, was not coming to get me and other ticketed passengers. I bit the bullet and bought a ticket that would get at least to Bogota Colombia so that I could then get back to the States and decided to fly to Miami since that was the cheapest flight at the last minute. I bought the ticket. Went to check in. The Avianca check in agent for the flight asked why I had two flights with them-turns out that while I was buying a ticket directly with them at the Quito airport at their counter, United had rebooked me with Avianca for later on that day since they were partners. The agent looked into it and stated I should keep this flight because they knew it was going out-the plane and staff were there whereas the later flight was still a risky one to depend on-it could get canceled. I took it to Bogota and once there United was able to get me back to Houston. Thus, there was absolutely no reason to fly to Miami so I just didn't take that flight. Shortly thereafter, I contacted Avianca about a refund for the flight I didn't take in this unusual situation. Surprisingly, within a week they got back with me and gave me about a $35 refund! What?! The flight I didn't take was at least a $400-$500 flight. I called back. I was given the run around for months. At no point, could Avianca provide any sort of cost breakdown as to why I was getting at least less than 10% of the value of the flight back-AND I had been an Avianca miles member for a decade! I called in at least 6 times and no one could ever answer my question-I mean how did I even get that tiny refund? Frankly, they used their English language barrier to continue to give me the run around for months-until I finally gave up. Well, all that means is that I will NEVER fly Avianca again. What a total fiasco.

After 5 days of travel to even get to the airport - and max scrutiny for safety and social distancing compliance - shoes disinfected luggage sprayed - hours in line for the bus and the hotels all 6 feet apart-45 mins to board the plane standing in like 6 feet apart. Get on the plane every seat full, no social distancing measures except masks which for my daughter she’s been wearing for 5 days - how in the world is this safe or acceptable. Colombia has been on a full quarantine with people stuck in their homes with limited access to outdoors even and they have an airline completely ignoring social distancing guidelines.

Beware of Avianca, they are stealing your money by selling flights that are not active.And the next day they will send you a notice telling you that your flight has been canceled, when you call them to book you to another day or to return your money, they will tell you that they cannot return your money, or have you booked at the moment because they are not operating.And then I see on the news that they are bankrupt.

I have been asking for a refund of my flight to Lima which was cancelled by Avianca, but after several times with the customer service hotline and several refund requests and cases I have had to open, I got told that my money won't be refunded even though I have been told otherwise before - and even though they are legally obliged to refund my ticket. I am more than disappointed about the poor customer service and the fact that the airline takes my money for a flight which has not been operated. And NO, a voucher is not an option, it's not like I am able to do a trip to South America anytime! I do not recommend to anyone to book with Avianca - I will never again! If I could, my recommendation would get zero stars.

I had my flight cancelled due to the current crisis, and although I understand that it is a complicated moment the contradictory information that I would get when speaking to an attendant was mind blowingly frustrating. After waiting on the phone for 8 hours I was unable to change my flight although I was told I could, then in the airport I was refused a refund after being told I was entitled to get one and am currently still waiting on my voucher for the value of the flight. It's probably fine to use Avianca in normal situations but when the chips are down these guys are garbage.

Avianca services are totally dreadful!! there is not an email to contact customer services, bags policies are unfair and decided by the person in the desk, I was allowed to have one checked luggage plus cabin bag (trolley) and personal item( bag, bag Pack,etc.) so 1 piece checked and two pieces handbags. Avianca's desk employee in Heathrow decided to charge my trolley for an additional checked suitcase because my backpack does not count as a personal item. this is unfair as many people in the queue have 2 and 3 pieces of hand luggage. On my way back I needed to pray to have my seat back !! AVIANCA took profit of coronavirus situation to sell more seats of the same plane many times as a result, many people weren't able to return home. AVIANCA manage to get the money of those who get the flight in the first place and the second ones that got tickets al last minute as their original flights were canceled. To have my seat back I needed to discuss with many rude desk personal in Colombia to have them listen to my request as I have asthma, I couldn't risk staying in another country without medical services and respiratory issues. that was a stressful time and this company for sure does not care less about us. the app is not working. This app wasn't able to provide boarding passes. I would not recommend this company.

We used Avianca for 4 flights during March. Two were transatlantic and two were between Ecuador and Columbia. All were ok! The entertainment system was pretty good but the food offerings were a bit hit and miss!

Avianca changed my flight from 17.35 to 03.15am which meant i had to wait 18 hours in Bogota to catch my flight to London . This flight was good and full as it was the last one home to UK . Nearly all had masks except the young who think they are invincable how selfish they are . Now isolating myself as much as possible .