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 400 reviews
5/10
3 star Skytrax Rating
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3/10

"Absolutely frustrating trying to communicate with this Airline"

(United Arab Emirates)

Not Verified | Absolutely horrible customer service. Four days in a row trying to make a change to my ticket and the answer was always “the system is down”, waiting time on ‎WhatsApp for at least 8 hours and on the phone for 45 minutes, once I went to 80 minutes. All that they have to say is “it’s not our fault”, “call back after 5 hours”, “Sorry we cannot help this time”. Absolutely frustrating trying to communicate with this airline. If you can avoid it please do so. Otherwise get ready to get forgotten by them in case you have trouble with your tickets
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteManagua to Colombia
Date FlownMay 2021
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

"I hope I never have to use Avianca again"

(United States)

Trip Verified | I have never in my life wasted so much time with an Airline Customer Service. Our flight was cancelled due to the pandemic. In order to change or use the voucher I spent hours. Called but waiting time was 85 minutes. Via Whatsapp 8 hours response time. Then I spent about from 1.40 pm to 3.48 getting my voucher to be applied to a new airfare through an agent via whatsapp! That's just ridiculous. I hope I never have to use Avianca again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSan Salvador to Dallas
Date FlownSeptember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"miserable customer service"

(United States)

Trip Verified | The crew on Avianca planes must think they are better than the customers they are supposed to serve, what an arrogant and lazy bunch. After taking off they came around handing out some water bottles and then never walked through the plane until before arriving, some 5 hours later. Not even if you pressed the call bottom. All sitting on their seats at the back or front of the plane. The Toilets on the Plane were just filthy, almost unusable! I told one of them about it but he never looked up at me but kept reading. I think I should have made a complaint to the Authorities about these unsanitary conditions especially now during the health crisis. But this starts already on the ground, there is no number you can call, the only one to call is in Bogota and you need to call them by WhatsApp. What a miserable customer service this airline has.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSan Salvador to Los Angeles
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Avianca absolutely has the worst customer service"

(United States)

Not Verified | I will never complain about Spirit or Frontier Airlines customer service. They are a 6 star service on a 5 star scale compared to Avianca. Avianca absolutely has the worst customer service I have dealt with in an airline. This is coming from someone who's line of work requires them to travel often. My mother in law's flight was canceled in October due to COVID. No problem, I get it. However, after several months and at least 20 attempts and probably close to 100 hours (email, phone, WhatsApp) I get a voucher. I'm thinking it will be smooth sailing after this. Nope...Avianca process to redeem your voucher is designed to make you give up and lose your voucher since you have a year to use. Here I am 7 months after the original flight and I am unable to get a hold of someone. I do not fly Avianca. It's not the Avianca of the 80s or 90s. The gold standard is non-existence and I agree with a previous comment. Avianca should not be a part of the Star Alliance.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePereira to Miami
Date FlownOctober 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"customer service is appalling"

(United States)

Trip Verified | The absolute disregard for any kind of customer service is appalling. Their chat takes 2-6 hours to respond in whatsapp, almost as long on website chat, and I have never been able to get a human on the phone. I arrived at the airport early so I could checkin and grab a bite to eat without feeling rushed. That was an hour ago, they have a line of at least 50 people but none of their ticket counters are open. This will be the last time I fly with Avianca.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Managua
Date FlownApril 2021
Ground Service 12345
Value For Money 12345
no
1/10

"I will never fly with Avianca again"

(Colombia)

Not Verified | Avianca changed my flight by 4 hours and the flight no longer worked for us. I tried contacting Avianca through their call center, email and Whatsapp and this was my experience: 1) The call center had me wait for more than an hour many times and I was never able to talk to a human being. 2) I wrote dozens of emails (copying all their available email addresses) and not one of them were answered. 3) I used their WhatsApp robot and each time they asked me to stay online while a representative contacted me. Their response would normally come 4-12 hours later (sometimes while I was asleep). They would write two quick messages: the first one stating that they wanted to help me and the second one (immediately after the first one) stating that since I was not online they were ending our conversation. When I finally was able to answer the message within 30 seconds, the representative told me that he couldn't help me and that I needed to contact the call center. My conclusion: I will never fly with Avianca again, if I can help it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMedellin to Cartagena
Date FlownNovember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
2/10

"pay $65.00 for the 22 pounds luggage"

(United States)

Not Verified | My parents went back to El Salvador this morning. When the attendance was checking their luggage, she started saying that they have to pay $65.00 for the 22 pounds luggage, she stated that it was oversized. They didn’t have any problems when they came last week, but apparently the luggage growths in 10 days. After a long arguing, my parents decided to paid the amount. While boarding the airplane, they also realized that other passengers luggage couldn’t even fit in the bag storage because their luggage were larger than my parent’s. Is this fair? This is really unacceptable.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteWashington to El Salvador
Date FlownApril 2021
Ground Service 12345
Value For Money 12345
no
1/10

"waited for the refund for nearly a year"

(Austria)

Trip Verified | We have requested a refund for our flights from Panama City to Bogota in April 2020, which were cancelled due to Covid-19, and have so far not received our money even though our refund request was confirmed in December 2020 and payment was meant to be transferred within 30 days. I have tried to contact Avianca via phone, e-mail, Facebook, Instagram and have not received one single response from them. I don't understand how this airline can be part of Star Alliance, in my view it is a complete scam. I do understand times are difficult for airlines but I have waited for the refund for nearly a year and it is simply inacceptable that there is not customer service whatsoever. Next thing I will have to do is instruct a lawyer overseas to claim my money back, which is really annoying.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePanama City to Santa Marta via Bogota
Date FlownApril 2020
Value For Money 12345
no
1/10

"Worst airline website and customer service"

(United States)

Not Verified | I can't book a flight on their website, round trip is cheaper than one way, why? I called their number to try to get the flight booked, no luck, no body answers, chatting is the same. Worst airline website and customer service, only using as it is the only airline going to my destination. The prices are too high.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLos Angeles to Managua
Date FlownMarch 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Avianca you are a shame"

(United States)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Guatemala via San Salvador
Date FlownMarch 2020
Value For Money 12345
no