✅ Trip Verified
| Los Angeles to Bogota. The night before, I got an email requesting to check in with their “web check-in”, so I did. After the web check-in, Avianca sent an email with my boarding pass stating “If you only have carry-on luggage, please go directly to the boarding gate.” I only had carry on luggage, so I went directly to Terminal 3 as my boarding pass stated. After passing extensive security at Terminal 3, I looked for Avianca booths or staff but I couldn’t find any. After asking around, airport staff directed me on a shuttle bus to Terminal 2. Once I got to Terminal 2, airport staff redirected me to Terminal B. Once I got to Terminal B, airport staff said my boarding gate had not been assigned yet because it wasn’t on the monitor yet, but it would be departing from one of the gates in the same room we were in and my flight should be on one of the monitors in that section in a couple hours as it got closer to the departure time. I was in the departure area where I was told it would depart from 38 minutes before it was scheduled to depart and 51 minutes before it did depart but there weren’t any planes departing to BOG and my flight wasn’t anywhere on the monitor it was supposed to be. Airport staff didn’t see it on the monitor either. I went to two other airport staff and one of them looked up my flight with an app on his phone. Terminal 3 was listed as the departure gate so he told me I needed to go there. I took the shuttle bus back to Terminal 3, but there weren’t any Avianca booths or staff so I went over to an Alaska Airlines booth. The lady tried to help me but wasn’t able to see any Avianca departing gate info from her computer. She told me to go to the Avianca front desk outside of Terminal 3 security checkpoint. By the time I got to the Avianca front desk it was too late to get through security fast enough to make my flight. The Avianca supervisor told me there was a flight to BOG 26 hours later but that she couldn’t wave the rescheduling fee but that customer service may be able to. There shouldn’t have been a charge since I did everything I was instructed to do by Avianca, but she told me I should have checked in at the Avianca front desk before going through the security checkpoint at Terminal 3. I showed her my email from Avianca with my boarding pass instructing me to “go directly to the boarding gate” but she had no response. The supervisor then connected me to customer service to discuss possibly waiving the rescheduling fee. After talking with customer service and being on hold several times, totaling about 2 hours, they provided no alternative besides paying around $1,300 for the next day flight change. I decided not to pay an extra $1,300 to an airline for their mistakes and bought a $400 ticket back home to Seattle with a different airline. I Should have never been provided the web check-in option and told to bypass the Avianca front desk if Avianca provides no reliable way to find the correct departure gate. The flight AV89 should have been displayed on the monitors in Terminal B with all of the other flights. Avianca’s incompetence cost me about $1,600 total and tons of wasted time. I tried to resolve this through Avianca’s dispute resolution process, but they made me jump through endless hoops, accidentally closing my case many times. This lasted about 6 months and never solved anything. I will never fly with Avianca again if I can help it.