Avianca Ecuador

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 13 reviews
6/10
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4/10

Avianca Ecuador customer review

Review by (United States)

I was flying Medellin-Bogota, Bogota-San Jose, flights AV 9737 and AV 690, and without receiving any type of communication (cell ph, e-mail, text message) when I got to the airport I was informed that the flight was cancelled because El Dorado airport in Bogota was closed (independence day celebration). They lied when they said that the airport was closed because 5-10 minutes after the scheduled departure time for my flight, two flights, one from Avianca and the other from LAN, flew from Medellin to Bogota. My itinerary was re-routed through Bogota, San Salvador and finally to San Jose, Costa Rica arriving there around 10 pm. When I mentioned that I had to arrive early because I had a meeting and that they should get a ticket for me with Copa, through Panama, they said that they were not going to do it. Not much explanation given to me. When I complained to the supervisor about the situation, she asked me if I had my Yellow Fever vaccination certificate available. I had already checked in and no one from Avianca asked me for this vaccine, but she was the only one that asked me this question. The idea was to punish me for complaining and for trying to get a ticket with Copa. It looks like they are not used to passengers complaining about the service. Fortunately I had my vaccination certificate and was able to take the plane. Another thing that happened to me that demonstrates how disorganized Avianca is, was that when I made a route change two days before taking the flight, Avianca charged me for the departure fee from Colombia (I’m a US citizen), even though I didn’t have to pay for it. They return the money at the airport before taking the flight. In spite of flying for more than 25 years to Latin America and accumulating more than 3 million miles, I haven’t traveled with Avianca extensively. After this experience I’ll do my best not to use this airline again. I typically don’t write reviews on airline services, but I think that the treatment that I received was so outrageous that I have to share this experience with the public.
Type Of TravellerSolo Leisure
Cabin FlownEconomy
RouteMedellin to San Jose via Bogota
Date FlownJuly 2015
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
10/10

Avianca Ecuador customer review

Review by (United Kingdom)

We flew from GYE to Galapagos and back. The flights were very enjoyable with no nonsense good polite service and excellent modern aircraft.
Cabin FlownEconomy
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment N/A
Value For Money 12345
yes
7/10

Avianca Ecuador customer review

Review by (United States)

I've taken several flights on Aerogal from Bogota to Quito in the past year. It's an Avianca led operation and feels similar to the (good) Avianca experience. Food and drink for a short flight in 'C' is impressive. Increasingly though service at the new Quito airport is showing a drop in quality in particular at Check-In. Staff there are unhelpful. It's modern Airbus equipment and a professional outfit.
Cabin FlownBusiness Class
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Value For Money 12345
yes
4/10

Avianca Ecuador customer review

Review by (United States)

Redeye flight JFK to Guayaquil return. Booked 6 months in advance fare about $180 cheaper than LAN Ecuador. Two weeks before the flight a rep informed me that on my return I was switched to an Avianca flight that would stop in Bogota for 3 hrs. The rep insisted the change had to be made because the only direct flight that day was overbooked. After speaking to a manager he apologized and said my direct return flight was intact. If you don't stand your ground they are apt to mess up your schedule and you might be in for a rude surprise at the airport. They have only one 767 flying from NY to Ecuador so be careful and keep checking n your booking.
Cabin FlownEconomy
Value For Money 12345
no
6/10

Avianca Ecuador customer review

Review by (Australia)

Quito to Medellin Business Class A320. We were travelling on an Avianca/Taca ticket but the flight was operated by Aerogal. Check-in was efficient although in Quito only opens 2 hours before the flight. We used the VIP lounge in UIO basic selection of snacks and drinks but comfortable seats. Flight was 15 mins late boarding. Business Class seats are large recliners with leg supports and very good IFE offering for short haul. A hot meal was served with a large bar selection. The only disappointment was the attitude and service onboard. Everything was a hassle for FA's. Landed on time and a fairly simple connection process to the domestic Avianca flight.
Cabin FlownBusiness Class
Value For Money 12345
yes
7/10

Avianca Ecuador customer review

Review by (United States)

Business Class from Baltra (GPS) to Guayaquil which seemed to be one of their new Airbus A320s! The cabin had three rows (1 to 3 in a 2 x 2 configuration) with IFE at every seat were wide and included a foot rest. They did not offer to pre-board Business Class passengers however and all seats were accounted for in both cabins. For the 90 minute flight I feel the cabin stewards could have been more attentive or visible. After the meal service (a sandwich and chips) they disappeared to the galley and rarely returned to check on passengers. No alcohol offered and I am not sure if it was even available. The flight was on time - I'm just not sure I would pay the additional cost to sit up front as the meal and service do not justify it!
Cabin FlownBusiness Class
Value For Money 12345
yes
na

Avianca Ecuador customer review

Review by (United States)

JFK to Guayaquil and to the Galapagos. The plane seemed in okay condition. However when we arrived at the airport the flight was delayed 3 hours and even after verbal and email confirmation days prior our vegetarian meals were not on the plane. The flight attendants were not helpful when trying to piece-meal some old cold and inedible vegetables together. Additionally my seat was broken and also the audio portion for the in-flight movie would not work and when I mentioned these issues to the flight attendant I was told "I am sorry" and then he walked away.
Cabin FlownEconomy
Value For Money 12345
no
4/10

Avianca Ecuador customer review

Review by (United States)

Travelled recently to Ecuador and Galapagos from New York City (JFK). Took Aerogal for seven total legs. The airline was cheapest by far compared to other airlines. Not a single leg departed on time and departure lateness varied from 30mins to 2.5hrs. This was a big deal when my group missed its first connection from Guayaquil to Quito and we had to wait several hours for the next plane. Only one baggage mishap - baggage for some of our group members came with a later plane meaning we had to wait in the airport an additional two hours after that first two hour delay. Staff in GYE or UIO was not very responsive to or concerned about this situation. Would fly again - only because it's half-priced compared to the other guys.
Cabin FlownEconomy
Value For Money 12345
yes
na

Avianca Ecuador customer review

Review by (United States)

Aerogal overbooked our flight from JFK to Guayaquil by 50-60 passengers. Even though we arrived three hours early for our flight we were left standing in the terminal as our plane took off. No one could tell us when they would be able to put us on a flight. As a result we missed our connection and lost an entire day of our honeymoon as well as the upgraded accommodations that we had paid for. We have been offered no compensation and no one at the airline is responding to my emails.
Cabin FlownEconomy
Value For Money 12345
no
8/10

Avianca Ecuador customer review

Review by (Denmark)

BOG-UIO economy a few weeks ago. Apart from a 20 min delay out of Bogotà which we never caught up on this was a flight that reminded me how flying in Europe used to be. new A320 with good IFE considering the 1h15m flight and tasty warm breakfast served in economy - as a Dane I was amazed to find my homeland's butter brand Lurpak onboard! Staff served drinks twice before our descenT to Quito. Bags already on the belt when we had cleared immigration. Great flight only issue was the delay.
Cabin FlownEconomy
Value For Money 12345
yes
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