from - January 31, 2018
Flew Business Class
Worse customer service experience ever. We booked our very first trip to Colombia over Thanksgiving. We booked two business class tickets for a direct fight to Cartagena that was supposed to land at noon, so we can make our boat connection to beautiful Rosario Islands. A week before our trip, we got a notice from Avianca that due to the strike, they had to reroute us through Medellin. The new flight with the layover would bring us to Cartagena at 4:30 PM which meant we would miss our boat connection. I went to the NYC office to cancel those flights and had to book a new flight with Jet Blue last minute. The agent who filled out all the cancellation forms told us it will take 6-8 weeks of the refund. At 6 weeks I called the headquarters to see what is the status of the refund. They told me to have patience and it will be more around 8 weeks. They also said they would escalate the case. At 8 weeks I called again and this time they said it will be more like 3 months to get the refund, but they reassured me they would escalate the case again. The following week I went back to the agent in NYC to see what she can do. She discovered that the claim was still pending and had been “Neglected” (her words). She told me it would serve me better to start a new claim to get new attention to the case, and she reassured me that this would not mean that I would lose my turn and have to wait another 3 months from then. At 2 months and 3 weeks I called the headquarters again, and with such chutzpah they told me my new claim was filed only a week ago and I need to wait for 90 days from the new claim to get my refund, which would mean basically 6 months from the date of the cancelled flight. As I really refused to take no for an answer, they put me through to Iliana Fuentes who is the manager. She told me the reason the NYC agent issued me a new claim number was because there was a mistake in the way the original claim was filed and it had been rejected, not neglected. Meanwhile, nobody had bothered to call me when such rejection was done to tell me there was problem with the claim and see how we can fix it. Ms. Fuentes was also adamant that she cannot do anything else at this moment and that I will HAVE TO wait 90more days from the filing of the new claim to see my refund. She again said she will escalate the matter, which by now we all know means nothing. She refused to give any assistance at all. Many phone calls to the headquarters and a few trips to the NYC local office, I’m still not even sure when or how I will ever get back the money from my two round trip business class seats on Avianca. They were happy to take thousands of dollars from me, changed our tickets on us without consulting us first, and now are creating all kinds of roadblocks and delay tactics in refunding the money. Even though they made a mistake in filing of the refund claim, they never bothered admitting to their mistake, nor are they taking any responsibility for a mistake that was done by their agent. Basically, they’re hoping I would just shut up and disappear so they can keep thousands of dollars for a flight they cancelled on me.
from Puerto Rico - August 16, 2017
Flying from Bogota to San Juan they closed the flight one our before departure ,while we were making a 45 minutes line. We made it to the counter 7 minutes after their one our closing or 53 minutes before the flight departed and were told we should be there 3 hours before!!!
They had no flight available for two extra days and wanted to charge about $1,000.00 per ticket .
Had to change to Copa that charged us $750.00 per ticket.
Nobody told us about this supposed 3 hours requirement .
Beware of this abusive Colombian Airline
from United Kingdom - June 25, 2017
I had very good experience on check in my family to fly to Colombia on 24 June. Mr Davood was very helpful,
from United States - June 14, 2017
Avianca, in my opinion as a frequent flyer, leaves plenty of room for improvement. I had a very frustrating experience just checking in. Everything was in disarray; people were lost, lines were unorganized and the delay was excruciating. The agents did nothing to ease the flow but rather ignored passengers with legitimate questions and at times completely ignored them. I will never book a flight with Avianca again.
from United States - May 22, 2017
We were very happy with our experience flying with Avianca. They do not charge to check 1 bag. They fed us and offered recent movies, headphones and wine at no extra charge. Their seats have more legroom than other airlines. We were very impressed and felt treated better by Avianca than the American based airlines. A+ for Avianca!