✅ Trip Verified
Cali to Madrid. We originally booked this flight because of the B787 plane. With my broken back and 6' stature of myself (and my husband) I needed the extra space. However, several months after booking, the plane was changed to some airline company we've never heard of, and our seats were separated (we were able to change the seats to be together). Although we weren't familiar with the plane, we presumed that the Avianca would give us a plane that was comparable to the Dreamliner, especially with the length of the flight. However, once onboard it quickly became apparent, that our 10 hour flight was not going to be what we booked or expected. Toilets didn't flush. My legs were actually up against the seat in front of me, and when the seat was reclined I was actually pinned in, couldn't move, and therefore the seat couldn't go all the way back. My husband ended up moving to the row across from me, just so that I could stretchout. They ran out of food - no egg meals, no milk for the cereal. No air vents for either fresh air. It was so warm and stagnant you could hardly breath, and they claimed they couldn't lower the temp. This plane had to be the worst and most uncomfortable experience of my flying career and when we paid for the Dreamliner, we are extremely disappointed. What was supposed to be the trip of a lifetime started out a complete nightmare. We have been attempting to file this complaint, however, first they could not find our locator number, so we had to find our tickets. So now we have our tickets and they can't take a complaint in English. We were finally able to file the complaint, we were granted a $200 voucher, but as of today, we've yet to see or hear anything more from Avianca. We have given them business in the past and a very large payment for these tickets but I'm afraid, if they don't care enough to follow thru with my disappointment we don't care to give them any more of our business.