Avianca

✅ Trip Verified | We booked tickets from Guayaquil to JFK with a 2 hr 20 min layover in Bogota. The plane that was going to take us from Guayaquil to Bogota was delayed by 20 minutes, so Avianca automatically rebooked us on the next flight from Bogota to New York which would take off nine hours after our original flight. On our flight from Guayaquil to Bogota, the plane took off before they finished the safety video. When we landed in Bogota 15 minutes after our scheduled time, we asked the service desk agent if we would be able to board our original flight to New York since we would have two hours to do so. The service desk agents were not compassionate with their responses and told us that we can board the original flight if we would not like to see our luggage. They gave us flimsy excuses and said it would take more than two hours to transfer our bags from one plane to another and that Avianca would not take responsibility due to high air traffic. We were not offered meal vouchers for the extra ten hours we would be stuck in the airport.

✅ Trip Verified | Early hours of the morning we arrive at the airport in Rio De Janeiro. I was then told that I could not board because I didn’t have a hard copy of my yellow fever certificate. I had pictures. I told my friend to go as we’d booked multiple flights via Bogotá. The staff just left me in the airport. They said wait 24hrs for the desk to re-open. As a young female, alone, this was very scary. A random lady in the airport kindly offered to help me because I was in tears. She called the number for me. Took me 7 hours to get my flight changed. They told me I could go via a different country. A refund would take a month. You had to go through a long lengthy process. Not one person from the airline helped me. I was handed a business card with a number and no phones worked in the airport. Went to a hostel. Called everywhere around Rio to find the embassy or a place to print off a new card. My UK doctor sent my records, these were not accepted. In the end I flew to Peru. Once in Peru, still not guarantee of getting on a flight to Colombia (even though I was told I would be allowed and after waiting a few days). Finally, they told me where I could go and get another printed (not that anyone had mentioned this for days). Got on the flight and reunited with my friend (finally). I also found out that not everyone was asked for this card, so I happened to be a spot check! It was the most exhausting 5 or so days of my life. Please be so cautious. Read all of their terms and conditions. It did not say this anywhere in big print on their website or the tickets or we wouldn’t have booked or tried earlier to sort it. It’s worth it to pay more with another airline or make sure you check EVERYTHING. Even so, if something goes wrong. Don’t expect any help from this airline.

Not Verified | Worst customer service I have ever received. Avianca cancelled my flight from Buenos Aires in March (due to COVID), and I've been waiting for my refund for 4 months now, without any confirmation that I'll ever receive it. To repeat, they cancelled the flight - and haven't confirmed they will be providing me with a refund? I've called numerous times, only to be told that "the refund department is working on it" and "we cannot confirm if they will provide you with a refund."

Not Verified | We bought business class RT tickets back in October Medellin to Madrid. Our flight to Madrid on Feb 17 was ok but certainly not business class standards. We needed to return from Madrid before our original date because of CoronaVirus. Because Madrid was shutting down foreign air travel, we needed to move our return trip to Mar 17 (originally Mar 23). Avianca refused to honor our tickets and made us buy same-day, one way ridiculously priced tickets in coach or give them another $3000 to use our original tickets. As time was a huge factor, we bought the last minute tickets. We got our seats but were stunned to see that Avianca put all 40-50 passengers in the first set of rows in coach including middle seats - during a pandemic when Spain had some of the highest cases and death rates in the world. I wish I had taken pictures of the sardine can they created. As it turned out, Avianca cancelled our flight for the original date, Mar 23. We also noticed that no one was flying business class but they had no problem dismissing us. It is June and we are still waiting for our refund. I will never fly them again. Ever.

✅ Trip Verified | First flew with Avianca to South America back in 09'. Great flight, staff, service, food and beverages. Fast forward 10 years later. I have flown with them many times to my wife's birthplace of Colombia and the drop all aspects in just a single decade is unfathomable. Food is bland and the staff are mostly indifferent. The kicker for me this time was after my flights. I was stuck for 24 hours due to civil unrest in Quito. I just wanted to get out. United, one of their partners, was not coming to get me and other ticketed passengers. I bit the bullet and bought a ticket that would get at least to Bogota Colombia so that I could then get back to the States and decided to fly to Miami since that was the cheapest flight at the last minute. I bought the ticket. Went to check in. The Avianca check in agent for the flight asked why I had two flights with them-turns out that while I was buying a ticket directly with them at the Quito airport at their counter, United had rebooked me with Avianca for later on that day since they were partners. The agent looked into it and stated I should keep this flight because they knew it was going out-the plane and staff were there whereas the later flight was still a risky one to depend on-it could get canceled. I took it to Bogota and once there United was able to get me back to Houston. Thus, there was absolutely no reason to fly to Miami so I just didn't take that flight. Shortly thereafter, I contacted Avianca about a refund for the flight I didn't take in this unusual situation. Surprisingly, within a week they got back with me and gave me about a $35 refund! The flight I didn't take was at least a $400-$500 flight. I called back. I was given the run around for months. At no point, could Avianca provide any sort of cost breakdown as to why I was getting at least less than 10% of the value of the flight back-AND I had been an Avianca miles member for a decade! I called in at least 6 times and no one could ever answer my question-I mean how did I even get that tiny refund? Frankly, they used their English language barrier to continue to give me the run around for months-until I finally gave up. Well, all that means is that I will never fly Avianca again. What a total fiasco.

Not Verified | After 5 days of travel to even get to the airport - and max scrutiny for safety and social distancing compliance - shoes disinfected luggage sprayed - hours in line for the bus and the hotels all 6 feet apart-45 mins to board the plane standing in like 6 feet apart. Get on the plane every seat full, no social distancing measures except masks which for my daughter she’s been wearing for 5 days - how in the world is this safe or acceptable. Colombia has been on a full quarantine with people stuck in their homes with limited access to outdoors even and they have an airline completely ignoring social distancing guidelines.

✅ Trip Verified | New York to Cali via Bogota. Avianca is the worst airline and has a terrible customer service! They let me wait for 2 hours 48 minutes on the phone today March 15, 2020. When, finally they answer I asked them to change my itinerary and they told me I have to pay $1,300 for the change when the airplane is basically empty. People is afraid to fly due the Coronavirus and Avianca is just expensive rip-off company. I will not recommend it to anyone. They had changed flights to us in the past with no reason and they never refund anything but when we need to change flights they just grossly overpriced. I hope they are not continue in business and people choose another airlines.

✅ Trip Verified | Medellin to Cartagena. I have flown with Avianca a few times in Colombia. Everything is rather routine. No big check-in queues, no delays, friendly staff. They offer a drink during the flight but no stacks - which is okay considering that most flights are around 1 hour. Flights within Colombia do tend to get a bit bumpy though.

Not Verified | Bogota to Armenia with Avianca. What a terrible airline. It’s the second time they’ve change my itinerary regardless of my other flights. They just do whatever they want and the customer service is worthless.

Not Verified | Munich to Bogota. Good value for money as typically direct routes from Europe to South America tend to be kind of expensive. The flight was on-time and the cabin crew was friendly and everything was uneventful. The seat and the entertainment system were not that great but still within acceptable limits. The food served was below what I would have expected but not bad for airline food.