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 455 reviews
4/10
3 star Skytrax Rating
Filter Reviews by :
Show
1/10

"we are so disappointed"

(France)

Trip Verified | 5th April 2022 my friend and I flew with Avianca from Miami to Managua, Nicaragua. At arrival both our luggage got lost, and when, we asked politely the Managua airport staff the procedure to retrieve our lost luggage we simply got handed over an incomplete Property Irregularity Form with a contact number from Avianca call center without additional information. Since then it's been 6 days and each time we are trying to reach out to the call center they either tell us that the luggage are nowhere to be found or they simply hang up on us after 1 hour of wait time. We are now in a foreign country without any luggage and a service provider not able to answer any of our inquiries. We will no longer use the services of Avianca, we are so disappointed from the behaviour of the service providers.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Managua
Date FlownApril 2022
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

"were to be re-routed to Bogota"

(United States)

Trip Verified | My wife and I were on Avianca air flight #203, 7pm EST, Orlando to Medellin on March 29, 2022. Evidently, the news media was there for the maiden voyage of the new route. Well at 2pm unknown to us, Medellin Airport was closed. Avianca had 5 hours to warn all of us (about over 60 people) to not to leave Orlando because we would be stranded in Bogota. We left Orlando at about 730PM. Over three hours and a half later, ten minutes before we landed, the captain of the Avianca flight came on and told us we were to be re-routed to Bogota. Then the captain said over the loud speaker, we would be taken care of with hotels or a flight arrangement. Later on we found this to be an absolute lie. We deplaned and went down to the immigration looking for staff to help. That never occurred. We were told to go to the Avianca podium, wear bewildered airport Avianca crew, knew nothing about what happened. Avianca stranded people with no offer to help. This was the most horrible stranding we have ever had to us. We had to find a bus to Medellin. We had to sleep in a bus station in Bogota for 8 hours, then get a 11 hour bus ride to Medellin. Avianca, never made any attempt to explain this or advise us.
AircraftA320
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteOrlando to Medellin
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"First and last time that I will book Avianca"

(United Kingdom)

Not Verified | First and last time that I will book Avianca. Due to COVID, I had to change my ticket. Although I got a waiver number and I bought a flexible ticket, I was told to pay for the change, that said, I was not supposed to pay this. After accepting to pay for the change, I have been through the call center for 4 consecutive days, as the payment does not go through. Hours and hours with the call center in Colombia, as the number in England does not work. They cannot resolve the issue, incredible, in this era of digitalization! Customer service is the face of the customer, and so far, is has been terrible!
Type Of TravellerSolo Leisure
Seat TypePremium Economy
RouteLondon to Quito via Bogota
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
3/10

"unpleasant and tiring experience"

(United Kingdom)

Trip Verified | Very disappointing airline. Would avoid if possible. An error in my ticket for checked luggage required that I pay £100 to have my luggage checked in and claim for a refund afterwards. Ludicrous. Poor service overall. Food was terrible, only a bit of chicken with mash potato and a sponge cake. No starter. No coffee offered. Seating was the tightest I have ever seen. Throughout the night there was no service at all. Needed to wait 10min for a glass of water. No snack served. Entertainment system very poor. A dozen of low-rated American action films. No headphones available so could not watch. Unfriendly staff. A unpleasant and tiring experience overall. Sad to end a holiday like this.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCali to London via Bogota
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"Customer service doesn't exist"

(United States)

Trip Verified | Only 1 good thing about Avianca: you have space in your seat, my knees wouldn't touch the front sit. I payed $1200 MIA-BOG-EZE-BOG-MIA and I only had a carry on allowed (Not cheap). So I tried to pay for luggage on the web site. The web site is the worst I've ever use, super complicated. Even when I changed the country to USA, they would charge in UK Pounds. So I didn't pay and explained the issue at the airport counter. They wouldn't pay me any attention and charged me $80 and $90 dollars for the luggage. When coming back I decided to pay in pounds. The food is sandwiches, but worst part is that they make a survey: what do you think about our food? 6.5 hour trip with a sandwich and a small bottle of soda. Customer service doesn't exist, its just an automated whatsapp, that doesn't solve anything. They don't answer the phone. Even now, I don't know where to call to ask for the money for my luggage back. Check in at the airport is disorganized. It would be OK paying 750 for the flight, but not $1200 + luggage
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Buenos Aires via Bogota
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
2/10

"this airline heroically missed the mark!"

(United States)

Not Verified | If you plan in traveling business class with this airline, I strongly suggest you don't and save your money. You will pay a lot more for this class of ticket and get almost nothing in return. 1) They serve the same plain old sandwich as they do in coach. An upgraded ticket for no upgrade in meals. No business class drinks. None of that extra you expect for paying for a much higher priced ticket. 2) Modern business class seats are available in the short flights from Miami to Bogota (a hub for Avianca) but if Bogota is a connection to other South American countries (Buenos Aires, Argentina for example), the business class seats on the connecting flight are slightly larger that coach with a little more comfort but almost no extra legroom unless you sit in the two front seats behind the bulkhead. Also on the connecting flight, you get the same basic sandwich. 3) Another big negative is the airline does not have WIFI on their planes. If you are a business class person trying to catch up on corporate email communications, you're out of luck. In summary, the airline is a good discount airline like America's Spirit airlines but instead of charging an insane extra amount for a slightly bigger seat in their pitiful excuse for business class, they would serve travelers better for charging a little extra for the larger seat instead of ripping business class travelers off. People should get what they pay for and this airline heroically missed the mark!
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteMiami to Buenos Aires via Bogota
Date FlownMarch 2022
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

"the customer service was laughably bad"

(United States)

Trip Verified | I received confirmation from Avianca that my trip was booked. They issued me an Electronic Ticket Receipt complete with confirmation and e-ticket number. They send me multiple emails telling me to upgrade my service, and today sent me two emails to check-in to my flight. I can't check-in to my flight, so I call customer service. They had canceled my flight without notifying me in any way. The flights are now three times more expensive. I spent over an hour on the phone with a representative and the customer service was laughably bad. Blaming me for the situation - and then repeatedly transferring me to a Spanish only speaking representative who in broken English blamed me for selecting Spanish and then hung up on me.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCartagena to Medellin
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"double charges for 1 luggage"

(United States)

Trip Verified | Avianca airline is the worst airline. Dirty airplane, food one option I don’t eat pork, double charges for 1 luggage $180 just for 10kg. At airport none of the Avianca customer service speaks English.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBogota to Washington
Date FlownMarch 2022
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

"now charges you $100 per carryon"

(United States)

Trip Verified | Avianca now charges you $100 per carryon. This is free on every other airlines. Ridiculous. Will never fly with them again for such blatant rip offs.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLos Angeles to San Jose
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
2/10

"worst airline I ever flew with"

(Netherlands)

Trip Verified | Avianca is the worst airline I ever flew with, a true nightmare. Can you imagine how it feels like, arriving after flying with Avianca till 3am in the morning, waiting for 12 hours for your next Avianca flight, having your boarding pass ready, and the Avianca lady tells you without any empathy, or willingness to help that you’re not on the list. I spend another night at the airport, because I booked the first possible flight to get out of there. I spent 600$ for a ticket that normally cost 150$.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMiami to Managua
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no