✅ Verified Review
| Avianca is the least compassionate and worst company I have come in contact with. My wife's father died. We called to get her plane ticket changed thinking it would be no big deal. Avianca refused to change it after being on the phone for over an hour. The people she and I spoke to were rude even when they knew her father had just died the day before. They said it was "not their problem." After a long and exhausting day of funeral arrangements, we were hung up on by the Avianca agent. We did not have the energy to call back that night since it was almost midnight. The next day my sister-in-law (her sister) called back to help. She was on the phone with Avianca for 2 plus hours. They again said not their problem. They didn't care that these two had just lost their father. Their callous attitude said it all. Finally we got somewhere after 2 hours and were told to send the death certificate. We sent the death certificate and got the flight changed, or so we thought. We got notice from Avianca that a death certificate wasn't enough since he died on a Wednesday and she wanted to fly back the following Wednesday. Now Avianca wants the notice from the funeral home for what day the funeral was and a notice for when he was going to be cremated. Finally after days of fighting with Avianca and endless painful paperwork sent, she was able to change her ticket. Of course she had to pay over $100. Not only did she have to pay that fee, her original flight was out of Cali, but she had to travel to Bogotá. Avianca refused to change her flight city, so after the most exhausting week of her life she now has to fly from Bogotá to Cali back to Bogotá to El Salvado to finally make it back to the US. Avianca refused to let her just go Bogotá to El Salvador. Why would they? They have proven how awful they truly are. We will never use them again. You ca not treat people like this. In a time of extreme circumstances, compassion is a must and Avianca has zero! After weeks of going back and fourth they basically said it's not their fault and they don't care. Way to show human decency and compassion.