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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1/10

"if you can use another airline please do"

(United States)

Not Verified | Absolutely horrible customer service, I was charged four times for the same flight, each time I submitted payment I was told that the payment didn’t go through until I eventually gave up and I was successful on my first attempt on another booking site. They really had the audacity to charge us for the same flight four times, if you can use another airline please do.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEl Salvador to Dulles Washington
Date FlownFebruary 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

"absolutely no customer service"

(United States)

Not Verified | I was supposed to fly out of NY on 1/14/21. I was going to do my check in when it said I had one of my flights canceled. Avianca did not notify me of this nor did it tell me on the app which flight was canceled. I was not able to get ahold of Avianca at all on the phone. I was waiting to speak to someone for 2 hours 53 minutes. I never got anyone on the phone and hung up. I was not able to travel and had to buy a new ticket through a different airline. I will 100% not use Avianca again. It is a horrible airline, unreliable, disrespectful to the customers. There is absolutely no customer service not through email, chat nor phone. People do not trust Avianca.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
Date FlownJanuary 2021
Value For Money 12345
no
1/10

"Requested a refund in June 20202

(United Kingdom)

Trip Verified | Terrible service. Due to pandemic our flight was cancelled. Requested a refund in June 2020 and still waiting. Impossible to reach anyone to progress our refund.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteQuito to Bogotá
Date FlownAugust 2020
Value For Money 12345
no
1/10

"trying to get my refund for over 3 month"

(United States)

Trip Verified | I been trying to get my refund for over 3 months. My tickets are canceled and didn’t get to flight due to the pandemic. I understand that there’s problems due to the pandemic but every time I call I have to try multiple time to be able to talk to someone I wait over 3hrs to be able to talk to someone and every single time I do there representatives are extremely rude. I asked to get a supervisor and they always say that the supervisor will say the same thing there telling, I clearly asked to please get me supervisor always with respect because they’re only doing there job, but I been counting I need told they will get a supervisor 67 time and they always hang up on me and I never get to talk to them. We don’t deserve this service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSeattle to Honduras
Date FlownOctober 2020
Value For Money 12345
no
1/10

"now it’s the worst airline ever"

(United Kingdom)

Trip Verified | Avianca used to be okay but now it’s the worst airline ever. They cancelled my trip for COVID related reason and I haven’t been able to receive any money and any voucher. Their customer service is awful, I have spoken only once to ha person nice out of the 10 calls and 10 WhatsApp messages. They are not willing to refund my ticket because they stated: “it’s not our fault. Due to COVID we needed to cancel the flight”. I will never pay and travel with them again.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLondon to Cali via Bogota
Date FlownDecember 2020
Value For Money 12345
no
1/10

"Very dishonest penalty fees"

(United States)

Not Verified | I was not permitted to catch my flight to San Salvador due to not having the correct covid-19 test. I took the right test, got negative results, and tried to book another flight with them, for a $200 penalty fee, but could not get through to customer service after 3 hours trying. I booked a flight with another airline. To get back from El Salvador to the U.S., I tried to use my Avianca prepaid return flight ticket, but could not use it until I paid the $214 penalty fee per person. This is despite the fact that I was not requesting any changes to my flight and called in advance before the flight. No COVID-19 test was required to fly back. The customer service representative said that the system prevented her from taking any action to override the so called no show fee that never actually happened. Very dishonest penalty fees, never fly Avianca.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to San Salvador
Date FlownJanuary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"Horrific, non caring representatives at the ticket counter"

(United States)

Trip Verified | Absolutely the worst customer service in the airport. We arrived 4 hrs prior to the flight, had submitted all pertinent COVID documents via their requested email address. We had hard copy and email/pdf proof of proper CV testing negative. My wife and 12 others were pushed aside saying we were not on some “list” to enter Nicaragua. When asked when would their list be updated, “maybe tomorrow” was their answer. As the takeoff time neared, it was evident they weren’t going to even try to call someone to confirm our (and an elderly couple from Missouri + 8 others) documents were valid and factual. The “manager” would walk up to our group then disappear as is on the phone. Finally I approached the ticket counter and tried to get a refund after the last call for boarding passengers was made. The response was “you have to do it online”. Well when I looked online at the Avianca app, they had bumped our reservation off (as well as everyone else in the group of 12) not a hint that we had an arranged flight via our e-tix. I showed them that there was no record online and they told us to call a number that we had been trying to call previously to get to the root of the issue. One ticketed passenger had been on hold for over 1 hour 15 minutes, they would not issue me proof that I was there at the ticket counter, so I took a picture of our group as proof should they say we did not show up for the flight. As an American citizen, I should say all email responses from them were in Spanish. So if you happen to not speak a foreign language, you will need a translator to decipher. You’ll also be treated as a second class citizen in Miami airport. I stood very patiently trying to speak with either of the two line representatives, only to be overlooked by those speaking to her in Spanish. We drove the hour home, and promptly called the credit card company to get our money back. Thanks only to Chase credit card for getting this resolved. Avianca I would never use nor recommend your horrible airlines in the future. Horrible website GUI if you happen to be American and unable to speak Spanish. Horrific, non caring representatives at the ticket counter.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteMiami to Managua
Date FlownJanuary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Terrible Customer service"

(Canada)

Not Verified | Terrible Customer service. I have flown with Avianca before and the flight itself has been average, cabin staff has always been attentive and friendly. My review today is based on their customer service. I had attempted to book a flight multiple times but after inputting all the information including payment information I kept getting an error message saying they were experiencing problems and to try again later. After successfully booking a flight on the 4th try I noticed I made a typo on the first name. I immediately tried to contact Avianca to make the change but I have been on hold for over 3 hours and when they finally responded the agent just said "Hello" and hung up without even giving me a chance to respond. I also attempted multiple times to reach them through WhatsApp and web messenger but is impossible to reach them. Doesn't matter if you ask for English or Spanish they will not respond.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteToronto to San Salvador
Date FlownJanuary 2021
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"I have been on hold from 3am until 8pm"

(United States)

Not Verified | Do not go to this airline under any circumstances or you will regret it. I have been trying to contact this airline by phone, email, WhatsApp every way possible and have been unable to. I have been on hold from 3am until 8pm at night and still haven’t been able to reach someone! All I am trying to do is change my flight. I will never ever again purchase any tickets from them!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Colombia
Date FlownDecember 2020
Value For Money 12345
no
1/10

"there wasn't social distance whatsoever"

(Colombia)

Not Verified | I thought this company was following the guidelines that all airlines are supposed to be following right now but I was in shock when I got on the airplane and there wasn't social distance whatsoever. They seat everybody next to each other as though everything is back to normal. Shame on you Avianca. This company must get a huge fine.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBogota to Medellin
Date FlownDecember 2020
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no