Avianca

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 707 reviews
3/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"It was a nightmare"

(United States)

Trip Verified | It was a nightmare, first complaint was that they charged me 200 dollars for my second luggage, my seat didn’t recline it , from Lima to Bogota my connection was limited time to catch my fly I just made it. When I and other passengers say something about the connection to the crew didn’t respond. Lima to Bogota 2 hours flying they didn’t give us even a glass of water, from Bogota to New York they charged the food, I got a ramen cup for 4 dollars in the plane they didn’t take cash. They have no TV in the plane, connecting for a movie online was another problem a total nightmare. I do not recommend this airline.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLima to New York via Bogota
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“Avianca is the worst”

(Colombia)

Not Verified | Avianca is the worst, they always oversell their flights and you have to pay for food. Today while I was traveling I got kicked out because they oversold. Today on my flight they didn’t let someone on because she had a red eye, also on the same flight they gave a ticket to a standby when the lady who owned the seat saw that they gave to her because she was absent when she clearly was there in the flight next to us. Avianca flight attendant got in a fight with an old lady. Please don’t fly Avianca.
AircraftA319
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBogota to Cancún
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"a terrible experience"

(Colombia)

Not Verified | Third time flying with Avianca and overall it was a terrible experience. We were charged extra for our bag (recently travelled with different airlines who did not charge for the same bag). Then flight was overbooked, staff rude etc. Safe to say that we will not travel with Avianca anymore!
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMedellin to México City via Bogotá
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"the most uncomfortable seat"

(Colombia)

Trip Verified | We sat in the plane from Bogotá to Santiago for over 7 hours, in the most uncomfortable seat I can remember. Onboard, we were neither served drinks nor food; one could only purchase unpalatable sandwiches or instant soups for a high price. No entertainment at all on board. The seat no longer had a pouch attached to it where one could store items like glasses or a phone, but just an open net at the bottom, which is hardly suitable for storing anything. By the way, the ticket price was not lower than what the competition charges. Low cost with this airline apparently means that they hardly value a comfortable travel experience anymore, which used to be the case, yet they still charge a price for tickets as if that were the case. On the return flight to Bogotá, many passengers were asked to check their carry-on suitcases. This could be an unpleasant surprise if you're not prepared for the fact that no food or drinks are served on board and you had a snack or something similar in your suitcase, which you then sorely miss for hours on board. Good luck with this strategy, dear Avianca management. If a miracle happens, it might continue to go well for a while.
AircraftA 320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSantiago de Chile to Bogota
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"an additional $120 for my carry on"

(United States)

Not Verified | Overcharging for checked bags. They charged me $120 for each checked bag plus an additional $120 for my carry on which wasn’t included even in premium economy? This is insane. I didn’t pay for the baggage in advance because I didn’t know yet if I would have to check a bag or not. Usually this results in a moderate increase in baggage fee ($60 instead of $45) but when I got to the airport I was stunned to find out that I had to pay $240 to check my luggage (including my compliant carry-on, which is well within the maximum dimensions).
Type Of TravellerFamily Leisure
Seat TypePremium Economy
RouteMéxico to Colombia
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"mastered the art of terrible service"

(United States)

Not Verified | My recent encounter with Avianca customer service was a nightmare. They managed to excel in incompetence and indifference. Representatives were clueless, unhelpful, and seemed more interested in avoiding responsibility than assisting passengers. It's astounding how they've mastered the art of terrible service. Avoid this airline at all costs.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to El Salvador
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avianca is the new low-cost airline"

(Canada)

Trip Verified | My recent journey with Avianca on flight AV218 from Buenos Aires to Bogota in December 2023 left me thoroughly dissatisfied. The economy ticket I purchased felt like a blatant overcharge considering the absence of basic in-flight amenities. Shockingly, Avianca failed to provide even complimentary water, a standard expectation on any flight. The lack of consideration for passengers' well-being was striking, and the overall experience left much to be desired. Adding to the disappointment was Avianca's carry-on baggage policy. Passengers were not permitted to bring any carry-on items unless they paid a hefty fee of US$90, allowing for a mere 8 kgs. This policy felt more like a money-making scheme than a reasonable regulation. All in all, my experience with Avianca was marred by overpricing, a dearth of basic services, and an unjust carry-on policy, making it hard to recommend the airline to others. In brief, Avianca is the new low-cost airline in the Latin American market, but they still market themselves as the good airline it used to be and we all long for.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBuenos Aires to Bogota
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"this airline is such a scam"

(Puerto Rico)

Trip Verified | Terrible customer service. Called to extend my stay with representative. Updated details to return on December 25th instead of the 23rd. Via phone imputed my debit card details representative said it was 197 dólars for update which I agreed and the representative affirmed that it was updated and everything was clear that I only had to wait 4-8 hours for bank to get transactions. This attempt was Saturday December 16th. My Avianca schedule trip was updated online. Supervisor as well notified me that representative had to charge me 200 dollar fee plus flight if I had no I would have never changed anything or just bought a ticket from somewhere else or returned that Saturday. Well on Monday I had to add bags and was curios transactions was never made on my account. It was giving me issues to check in. I call and was notified that I no longer have flight. I was not aware that if payment was not taken out full flight was canceled. I called stating that I was not informed correctly and to review the call. I would have never risked to lose my direct flight to Medellin. I would have bought a one way from any other airline or them. Multiple supervisors tried to escalate the case but was never informed of anything or refund or rebooking. They told Me that I had to wait 6 hours before flight to review call or Avianca to take any actions. I called Monday, multiple times and even took a hour drive the airport to try to resolve and was notified that call center malpractice and it’s affecting airlines image and that I had to call due to the fact that no flight was available. Tuesday manager notified me that within four hours I will be contacted in regards of the case. That never happened I called in the afternoon and explained to representative that a call back or email was going to be sent. Keep in mind I leave the next day. They told me that I had to wait 72 hours for a response which is impossible due to the fact that I had to fly. I spoke to manager she told me she can’t do anything and disconnected the call in my face. I processed a purchase later on with Copa airlines for 400 dollars. At this moment I have yet to hear anything or get my credit or refund on that terrible negligence and misinformation by the representative or Avianca's system . I called my bank and no attempts were made to take out the 197 dollars for the requested date of return change. Flight changes in this airline is such a scam they wanted me to buy another full flight
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteSan Juan to Medellin
Date FlownDecember 2023
Value For Money 12345
no
1/10

"facilities and service were terrible"

(Ireland)

Trip Verified | Worst long distance flying experience in my life. I reserved a window seat when I checked in and they changed it. I wasn’t even given a new boarding pass with the new seat number which meant I got on the plane not even knowing where to sit. They told me I needed proof of an onward flight before they would let me board (I’m travelling South America by bus and hitchhiking so I didn’t have), and that this was obligatory to enter Colombia. It’s not. It’s just a way for them to make sure they don’t have to deport you at their costs. When I argued this with the guy he was rude and dismissive. After I spent my money paying for onward travel they let me on without even checking it, so I wasted my money (I was right, I didn’t need it to enter the country). On the flight the facilities and service were terrible. The toilet light wasn’t working and it was covered in urine and used papers and wasn’t cleaned once during the flight (wish I had taken a picture, absolutely disgusting). The steward also told me if I wanted a glass of wine I’d have to get up and get it, which meant not only me getting up, but also meant disturbing the people in my row. When I asked him why he couldn’t bring it like on any other flight he told me “because then everyone will want me to bring them a glass of wine"!
AircraftBoeing
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBarcelona to Bogotá
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"it became a disgrace"

(Argentina)

Not Verified | Unfortunately, what I considered to be the representative airline of Colombia is now a shame. The changes introduced in the planes and service to lower the cost have not reflected a decrease in ticket prices but have had a huge impact on the comfort of traveling, especially on international trips. The most worrying thing is the aspect of food or drinks on planes. Even on the lowest-cost airlines, they offer packets of peanuts or some snacks, and constantly water. In Avianca it is terrible that you have to pay for water or move out of your chair to serve yourself to the bottom of the aircraft. Now, the seats are terribly uncomfortable, there is no way to endure a trip of more than 2 hours sitting, not only because they do not recline but because there is no space to accommodate your legs. Now imagine yourself in a window seat, moving all your companions to go back to the plane to ask for water! I hope Avianca reconsiders and changes again and puts the capital "A" in its logo out of pride and not the lowercase "a" because it became a disgrace.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMexico to Chile via Bogota
Date FlownDecember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no