✅ Trip Verified
| I had a ticket to fly to Cali back on July 2020 and because of the pandemic I was forced to change it and I decided as well change the destination country, so I picked Guatemala and I had to pay a difference in the cost, hence my trip was planned to happen March 5th to March 14th, 2021 and I paid in advance all the costs I will incur in Guatemala as it is normal in a situation of vacation out of the country. Yesterday February 19th, 2021 I got at least 14 emails from Avianca letting me know that my trip from March 5th were changed, and after I was aware of those emails, I called the airline and after 1 hour and 12 minutes of waiting in the Avianca customer service line, I was attended for a nicer Avianca's representative, but the options she gave me wasn't accepted for me, neither by my family. Avianca pretended that I arrived at San Salvador at 6:20 pm by March 5th and take our connexon to Guatemala next day at 8:15 AM and no paying us the night that we are forced to stay in San Salvador. I never been in San Salvador before, and I know nobody there, so the option of staying 14 hours in the airport was unacceptable. I requested to speak with a supervisor, and this guy took 20 minutes before passing to the phone, and instead of showing me compassion and kindness, the first word he spelled out from his mouth was telling me that customers think that asking for a supervisor will resolve all their problems. In fact, it is not a good beginning of a conversation with a customer that has been in the phone 1 hour and 32 minutes. Avianca needs to give training to their supervisors and make of those guys gentle and caring for its customers. In conclusion after my long call from yesterday late at night I resolved nothing and the solution from the supervisor was repeat what the representative have told me or request a refund from Avianca with not horizon when I will be getting back my money. Avianca you are a shame, indignity and a deceive company that doesn't respect the trust and confidence your customers has put in you. I just never will purchase another air-ticket with this airline and neither I will recommend this airline to someone.