Avianca

✅ Trip Verified | The staff at check-in were very rude and unhelpful. Acted like they wanted me to know that whether or not I made it onto my flight was in their hands. I paid for my ticket and luggage online, but when I went to check in they said I had not paid for my bag and they refused to check it in unless I paid again, to the point where I ended up missing my flight.

Not Verified | After the pandemic we were issued vouchers for four tickets we could not use because of all the restrictions in travel. Now we are trying to rebook our dream vacation and it turns out their website does not accept payment with those vouchers issued by Avianca itself! Every time we call, we have to wait almost two hours to talk to a representative, only to be transferred over and over again. Finally yesterday they said we have to book our tickets in a travel agency. Absolutely ridiculous.

Not Verified | Most careless rude and unprofessional staff I've ever encountered, wait times exceed 1 hour to speak to representatives. Paid $225 for seat selections to have my family of 7 seat together only to be spread amongst the entire plane, when attempting to resolve in a calm collective manner they simply told me to exit the plane if I didn't like it.

Not Verified | This is hands down the worst company I have ever done business with. We arrived at the airport 3 hours in advance and their antiquated check in system caused us to wait in line for 2 hours and 15 minutes. We asked several times to be moved up since our flight time was coming up and we were assured that we would be ok. Needless to say once we got to the front of the line they told us we could not board. They offered no assistance with a flight change or even a credit to use on another flight. We were out of luck and had to book with another airline $400 down the drain.

Not Verified | This is the most unprofessional airline. I purchased a ticket three months ago, then called to make a change and their system was not working. Long story short, they never processed my payment for the change because of their system, they did not communicate this issue to me but did send me a confirmation number. When checking in, they told me they couldn’t issue a ticket to me because it wasn’t activated so they sold my reservation but kept my $400. The check-in manager was rude and told me to call the call center which was also rude. They started blaming me for their system not working. Even Volaris has better customer service than this. What a disgrace of a company!

✅ Trip Verified | Not a consistent airline. Check-in and lounge very professional. No onboard service whatsoever. In fact there was not attention at all. Not even a bottle of water on this hour long flight. The flight attendants spent the flight in the rear galley. Bags were waiting on belt. Avianca is removing business class from the 20th October so for my return flight I was downgraded without refund or compensation. To make matters ever more annoying, it is impossible to get hold of someone on the helpline. 2 hours waiting so I gave up. I need to change my return flight and, having gone to the airport, was told there is a penalty even though on the app it says I can make changes for free. They need to get their act together.

✅ Trip Verified | Avianca used to be quite a fairly good airline to travel with, but have things changed. To start off with, my wife and I paid as much for Avianca's Economy Class ticket as I have paid in the past for Business Class tickets. Did not really have a choice, though, due to US borders being closed and my wife not having a Canadian visa. Ground staff was good but unfortunately belonged to Lufthansa and not to Avianca, as we started our journey in Munich. And that's about it, other than the fact that we arrived in BOG on time. Horrible value for money. Very uncomfortable seats. Filthy bathroom that did not get cleaned even once during the whole flight. Totally indifferent cabin staff. A total of 2 bottles of water (150 ml) were given to passengers during 10 hours. Had to nag cabin crew in the back of the plane to get more water. Food was bad and really not enough for a 10 hour flight. Supposedly to protect passengers, due to COVID. I will let the photo attached to this review speak for itself. Yes, this was the food that was served on a 10+ hours transatlantic flight. Extremely reduced inflight entertainment system. Supposedly also due to COVID. - There is no more lounge access available in MAD. I used to travel with Avianca very frequently and I am still a LifeMiles Gold member, yet they feel like another airline now. Will avoid them in the future as much as I can and have already switched to another frequent flyer program.

✅ Trip Verified | They abandoned my 60 years old mother in the airport, they canceled the flight without warning or explanation, and therefore she lost the next connection. They don't answer any phones or chats, they didn't offer any change or refund, we had to go with another airline.

Not Verified | Dealing with Avianca has been an absolute nightmare. Bought a ticket for my senior citizen mother, and 3 other tickets (total of 4), my mother missed her flight so I called to change it, to the same departure times as mine and the 2 other tickets, 3 hours later after my payment for the extra charge had been verified I hang up. When I get to the airport, they tell me that she doesn’t have a reservation that the ticket was ever processed, that there was nothing they could do there and that I needed to call the airline and to move out of the way because she needed to help the other customers, she was so extremely rude and not willing to help us out at all. I then asked for the manager on duty, the woman was even worse, she literally looked at me from head to toe and said don’t stand here, if you want something resolved call the airline. And she asked, are you going to get on the plane? I asked her, if this was your mother would you leave her stranded at an airport at 1am which is about to close? She says I don’t care what it is you want to do, I already said I can’t do anything about it. When I called the airline the next morning they told me they had a system error and that is why the payment had not processed. And they informed me that since we decided not to get on the plane and lave our mother there that our tickets were lost.

By far the most horrible experience I've had, supervisor was very arrogant and dismissive. We where told to contact customer service to see what we could do after finding out that my 1yr old daughter was unable to fly because she needed a PCR covid test yet no where in the terms and conditions stated such!