from - January 12, 2019
Flew Economy Class
Llegamos a Bogotá en un vuelo de conexión proveniente de Bucaramanga (AV-9451), que venía con un retraso de 30 minutos. Vuelo de conexión a Pereira (AV-8515) estaba igualmente atrasado 30 minutos. Al tratar de abordar nos informaron q habíamos sido cambiados a otro vuelo, no habíamos sido informados antes. Al preguntar el motivo, nos dijeron que era por motivo de las maletas, que no alcanzaban a hacer conexión, aunque ambos vuelos estaban atrasados. Tratamos de razonar con las dos personas atendiendo el abordaje (Alexandra Hernández y Juliet Solar), quienes fueron extremadamente desagradables y nos trataron muy mal y de forma grosera, y quienes no solamente no explicaron por qué no podíamos abordar, sino que procedieron a cerrar el vuelo rápidamente y dejar el escritorio vacío. El vuelo no estaba lleno, y nos hubieran haber podido ubicar en el vuelo. Estás dos personas no saben tratar la gente y dan mala imagen a esta compañía. Fuimos ubicados en un vuelo que salía 2 horas más tarde, y no pudimos llegar a una reunión importante.
from United States - November 7, 2018
Flew Economy Class
Had the worst experience ever on this airline.On 10/28/18 was assigned seat 15D coming from Bolivia at 0530 am, however the flight was delayed (4) hours was removed from my seat for a Hispanic family and moved to seat 27 D near the toilet.At dinner time, I was given ham with pasta. I asked for the beef and rice, was told there was no more, however the Hispanic lady near me, got the rice with beef. Avianta cater for Hispanic population. I will never recommend Avianca airlines
from - September 4, 2018
Flew Economy Class
We had a terrible experience with Avianca. We booked our flights in May to travel in August from Cusco to Puerto Maldonado in Peru. We tried to check in the night before travelling but the website was advising us to go to the check in desk to complete it. When we arrived there they said that our seats had been assigned to someone else for two reasons: first of all apparently we bought our tickets in overbooking and secondly our seats were assigned to someone else as the day before a flight was cancelled. When we asked how we could know that we bought our tickets in overbooking, as it wasn’t mentioned anywhere, they confirmed that there was no way to know but we should have guessed it as the price was lower than normal?? How is it possible for us to know if it was our first time travelling that route?? They kept us waiting for two hours in case someone decided to postpone their flight and of course it didn’t happen. We called INDICOPI, which is an association to protect travellers and they said that it would have taken 30 days to do anything?? Avianca offered to book te next available flight which was the day after but we had to be in Puerto Maldonato the same day, no other options, so we had to take a taxi (9 hours and $650!!!) to reach our destination on time. We asked for a refund and Avianca advised us to go to their headquarter in the city centre of Cusco. We took a taxi and once arrived in the main office they told us that it wasn’t possible for us to ask for a refund there but that we should have forwarded the request through the website. I travelled all over the world and never had anything like this, I would definite fraud paying for something that you don’t get. And what was really frustrating was that they were considering it as normal, the operator was not even looking at our eyes when talking, nobody cared about the three of us and the other 5 passengers that were in the same situation. I would strongly advise not to travel with this company, it totally ruined our trip and costed us $650 extra to reach our destination. Avianca, be ashamed of yourself and close down!!!
from - September 4, 2018
Flew Premium Economy Class
We originally booked THIS flight because of the Dreamliner plane . . . With my broken back, handicap status AND 6′ stature of myself (& my husband) I NEEDED the extra space. However, several months after booking, the plane was changed to some airline company we’ve NEVER heard of, AND our seats were separated ( we were able to change the seats to be together ). Although we weren’t familiar with the plane, we presumed that the Avianca would give us a plane that was comparable to the Dreamliner, ESPECIALLY with the length of the flight. HOWEVER, once onboard it quickly became apparent, that our 10 HOUR flight was NOT going to be what we booked OR expected !!! Toilets didn’t flush, leaving poop & paper in ALL of the toilets & the smell made you want to gag Zero leg room . . . MY legs were actually up AGAINST the seat in front of me, & when he tried to put the seat BACK . . . He could NOT, because I was actually pinned in, couldn’t move, & therefore the seat COULDN’T go all the way back. My husband ended up moving to the row across from me, just so that I could stretchout. They ran out of food – no egg meals, no milk for the cereal meals NO air vents for either fresh air OR to cool off HOT . . . It was so warm & stagnant you could hardly breath ccomfortable, AND claimed they couldn’t lower the temp This plane HAD to be THE MOST worst & MOST uncomfortable experience of my flying career . … AND, when we PAID for the Dreamliner, we are extremely DISAPPOINTED. What was SUPPOSED to be the trip of a lifetime . . . Started out a COMPLETE NIGHTMARE THEN . . . We have been attempting to file this complaint, HOWEVER, first they could not find our Locator #, so we had to find our tickets. So now we have our tickets, AND she can’t take a complaint IN ENGLISH. We were FINALLY able to file the complaint, we were granted a $200 voucher, but as of today, we’ve YET to see or hear ANYTHING more from ANYONE Avianca . . . We have given you MUCH business in the past AND a VERY LARGE payment for THESE tickets . . . BUT, I’m afraid, if you don’t care enough to follow thru with my disappointment with you . . . we don’t care to give you ANY MORE of our business.
from - June 24, 2018
Flew Economy Class
That was a really really bad experience, full of miscommunication and poor customer service. It started when I landed in Rio de Janeiro and I didn’t have my suitcases. The ladies at the Avianca counter told me I’d have my basic expenses reimbursed. They told me my luggage would be delivered on the following day which I’d have a party that had been planned for months in advance. I explained to them that I wasn’t in a hotel or in an apartment with a doorman/ receptionist. They said it’d be considered when they analyzed my situation. I had 2 choices either to picked up my luggage at the airport or wait all day for the delivery since they don’t have a certain time to do that. Of course I chose the first one. Who would spend all day at your place waiting for the suitcases to be delivered during your vacation time and birthday party? Well, I called Avianca on the next day to make sure my baggage would be there and the associate on the phone told me a flight from Colombia (where my suitcases were suppose to come from) had landed that morning. I headed to the airport and then the flight was delayed, no flight had landed. So, I had to borrow make-up, clothes, etc to go to my own party since I had bought just basic things such as underwear, medicine that I needed, sandals and a shirt. Later on, I sent somebody to pick up my suitcases at the airport while I was having my birthday party. After all that inconvenience, I had to struggle with Avianca for 2 months as if I was begging for money and as if they were doing me a favor to have just my basic and transportation expenses reimbursed (please,remember it was my birthday party and no receptionist or doorman at the place I rented). After 2 months calling them, talking to several people, waiting days and days just for an answer, getting an email saying that I had got $80 dollar in Brazil for my basic expenses which I DIDN’T and lots of miscommunication they finally sent me an offer excluding the transportation expenses to pick up my luggage. The whole process was very disappointing. I used to flight a lot with Avianca in Brazil but the way they dealt with my situation changed my mind throughout. We really find out whether a company is good or not by the time we face a problem.