Avianca

✅ Trip Verified | Flight 1/3 full and asked at check whether kindly enough they could put me a couple of rows more in front as the seats after the emergency exits have less seat pitch and aren’t reclinable. One thinks that holding a Star Alliance Gold Status such thing could be granted, but the friendly check in agent said it was possible only at a 30 USD fee. Upon boarding, flight remains with 1/3 passenger load and when boarding completed, no one is sitting at any emergency exit row. Me sitting first row after emergency exit with lesser seat pitch and non reclining seat (which you get when not wanting to pay extra for a regular coach seat) didn’t even bother, but a fellow passenger asked crew whether he could move one row up, where no one was sitting. The answer was yes but with payment of 50 USD as it is a comfort seat (emergency exit rows). Now, not to comment here Avianca’s tacky approach, but rather the fact we left, flew and landed with no one sitting any emergency exit row. This obviously because of some money making policy. Even with the ultra low cost airlines in Europe, flights don’t leave if no one is seated (at least one per row) at the emergency exit. Besides the flight was uneventful and I could enjoy the no frill ultra low cost service with this full member of Star Alliance, this safety issue left me a little puzzled.

✅ Trip Verified | I flew NYC to Guatemala and back in premium economy to NYC via El salvador. They weighed hand luggage and made a stink. Mind you I paid for a carry-on piece. In premium economy they give you not even water to drink. I flew economy going and realized that the seats don't recline. On premium coming back, it was nothing special. Not even a cup of water. I was in row 1 and didn't realize I wont have space to stretch my feet out. The bathroom of the plane was dirt on the return flight. The airline is no difference from other low end budget carriers. This is the worst airline to travel with.

✅ Trip Verified | Awful airline with subpar service. We booked all our flights with this airline and all of them were a disaster. One had no food on board to purchase except for instant noodles and mind you this was a 4hr flight. The second one was delayed 2 hrs because there was no crew available to staff the aircraft! And lastly we wanted to spend more time in one city and they wouldn’t allow us to cancel, rebook or change flights, so we asked if it was ok to just book a different flight and then still use the connecting flight we had booked to the second destination. They said yes, but the only thing is you won’t get a refund for that flight you are missing but you can check in for the connecting flight. The when we went to check in for our connecting flight they had cancelled the reservation since according to them we were no shows!! Appalling service and rude customer service blaming the customer for their shortcomings will never fly with them again.

✅ Trip Verified | The Avianca app crashes, making it impossible to check in ahead of time and add luggage. Was charged $220 for a small 2nd bag, and that is extortion. The 2nd bag charges for Avianca have always been an issue. The app customarily crashes during check in, directing the passenger to address the issue at the airport counter. That's so they can extort you. You're already there, what are you going to do other than hand over your credit card? On my latest trip I unsuccessfully attempted to log my 2nd bag 5 days prior to my Avianca flight, before leaving home on United, and was charged $50 for my 2nd (small) bag to Houston. "Go to the airport counter" is always the default non-answer from the app. At online check-in, both with mobile app and on my laptop I got the same answer, even after enduring multiple crashes and reinstalling the mobile app. At the airport counter bag drop I was charged $220 for the 2nd bag. It's a small and light carry-on size, and tiny compared to the large 2nd bags that other passengers were dropping off. The agent stated that passengers are supposed to inform Avianca 48 hrs in advance to receive a special 2nd bag fee of $100 which is already crazy expensive. If you check in at 24 hrs preflight you're unable to log any extra bags and must go to the counter, however I am doubtful the app would have worked at 48 hrs prior, because it never works. The young agent at the counter was difficult and unyielding. She coldly informed me it's their policy, and told me I should have called the 800 number when the app crashed, or gone to the airport at that point. Who makes their way to the airport counter 48 or 24 hrs pre-flight to address an extra bag.. Once you're at the counter, you have no choice but to hand over the credit card - it's outrageous they are allowed to charge these exorbitant fees. Don't Fly Avianca.

Not Verified | This is the worst airline I have ever taken. I had purchased a package through priceline that included one checked bag for $60. When I got to the ticket counter, they didn't honor that and made me pay an extra $180! They were rude and unaccomodating. Even when I called Priceline to verify, instead of talking to the agent they continued to deny my claim. Apart from that there was no food or beverages served, customer service was awful, and the seats uncomfortable. They are clearly only about the money.

✅ Trip Verified | Avianca strives to give you a bad experience, from the people who serve you at the counter, to the uncomfortable seats for the simple fact of being in an economy seat, it does not include a neck rest and for flights it becomes unbearable. Avianca se empeña por dar una mala experiencia, desde las personas que te atienden en el counter, hasta los asientos ( nefastos) incómodos por el simple hecho de estar en silla económica no incluye reposa cuello y para los vuelos se vuelve insoportable.

Not Verified | Horrible experience. I would not use this airline again. They want to charge for everything and they don't help put one last name instead of both and they wanted me to change everything and call the airline because I couldn't change it with them at the airport. I called the airline and they were not helpful at all they transferred me several times and i asked the guy so your basically telling me you cant help me? I spoke to a supervisor and he hung up on me after me waiting for 45minutes. When he first got on he was already rude and had an attitude.

✅ Trip Verified | A truly depressing experience. Economy seating has an incredibly tight seat pitch, even worse than budget US airlines like Allegiant, and the seats themselves are miserable with minimal padding and no comfort. Everything, even water, is buy on board. Cabin service was at least polite if indifferent but $14 US for a warm beer and very sad ham sandwich. No in-flight entertainment or functioning WiFi. On the second leg SAL-LAX of this return flight we were able to upgrade to premium seating which was at least tolerable, but outbound 5+ hours LAX-SAL in economy was unbearable. We last flew Avianca in 2018 and the quality and comfort has definitely gone downhill. The aircraft on all flight segments were worn and showing age. In fairness, ground staff in both SJO and LAX were great and all flight segments were on time or early arrival, the only positives.

Not Verified | This has been my absolute worst experience at an airport. Avianca has to be the very worst customer service in the airline industry. Check-in people are absolutely rude. Avoid Avianca at all cost.

✅ Trip Verified | By far the worst airline I’ve ever flown. I’m a Star Alliance Gold customer and typically a ticket in any fair includes checked luggage. Apparently, Avianca changed their baggage policy without informing us. This led to one of our legs (SFO-BOG) having a checked bag included and The other led (BOG-MDE) to have no bags included because we bought the tickets a few weeks apart during which the airline decided to change the baggage policy. Avianca is heavy on their A320 usage also for medium haul flights. Sitting 6 hours in small seats is a pain. Even worse: the seats don’t have any headrest and the seats don’t recline. Additionally, there are no free drinks or snacks served - even on longer routes. This airline is a disgrace for star alliance