Avianca

✅ Trip Verified | We booked a flight and then try to request a change via their WhatsApp assistant. The assistant told us that it was in learning mode and couldn’t complete our request, from there we spend hours on the phone with their call center that was unable to make the change so we decide to keep the initial flight for which we had a ticket and that was paid for. At the airport they told us our booking was cancelled. I didn't receive any email notification nor a reimbursement for this. Their client service is really bad as they just repeat things like robots without being from any help.

✅ Trip Verified | I booked flights to San Jose Costa Rica for July 2022 but my wife's work place canceled all vacations for July/August 2022 due to staff shortage. Tried to make changes on the website kept crashing lousy website though the app didn't work also. Two hours on the phone finally got to talk to an rude agent refused to make any changes or give us refund. I tried to reason by paying more for the trouble still refused. the cost of $837 gone. she canceled though knowing they can resell the seats and still no refund due to the conditions of purchase. Other airlines were a lot more reasonable.

✅ Trip Verified | I had to reschedule my whole flight and all the tours I had plan because in trying to save time Due to the high traffic in Cali Colombia I attempted to sign in through the app. The app would not let me check in 2 hours before my flight! When I did it on line, same issue. So i tried the WhatsApp Avianca assistant that let me to the same online app that wouldn’t let me check in. When i showed up to the airport not only did i lose time explaining to them what was going on but i lost a ton of money for missing my flight due to Avianca's faulty check in process. After showing them so they could see with their own eyes what had happened, instead of just putting me on another flight for free to compensate for all the issues they charged me a “penalty” and the penalty cost literally the same price as my previous ticket. And they charged me to check in after having showed them the issues I had with their app. At this point I had to assume it was a scam. If it weren’t for the fact that I already have my flight booked to leave (and it’s non refundable of course) I would guarantee never flying with Avianca again.

Not Verified | I have taken 4 flights with Avianca on 1 trip. Nobody can speak English, and they can barely understand. You can't expect that everyone traveling will understand Spanish. This is 21st century and the international language is English. Introduce normal meals, full meals on long international flights! Staff is not interested to hear or help out in any situation, and we were traveling with a kid and they still didn't care to accommodate anything. The only thing the staff cares about it that we all wear masks at all time, and that's it. They couldn't tell us when we were suppose to land. Leaving the aircraft row by row is very inefficient.

✅ 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.