Avianca

✅ 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.

✅ Trip Verified | Los Angeles to Bogotá in Avianca on B787 in Economy. Check in was clear and efficient, but had to transfer from Terminal 3 to TBIT for Departure. Boarding went smooth, calling groups by letter. Wasn't much overhead bin space as we boarded last. Departed 5 minutes early. In-Flight Entertainment was extensive with about 15 movies and TV shows, but could be a bit glitchy during takeoff and landing. Although online they said there was WiFi, there wasn't an option connecting on board, but wasn't needed because of the great IFE. Recline was extremely good, about a good 6 inches (15 cm). Food was okay, I chose Pasta over Beef. Overall, was a good flight. A precaution is that if you would like water at other times out of the drink service and landing, you have to ask the flight attendants for it, and they do not speak too much english, so basic Spanish will most likely be needed. Arrived 30 minutes early in Bogotá. Would overall recommend Avianca.

✅ Trip Verified | We had a terrible experience with Avianca. We booked our flights in May to travel in August from Cusco to Puerto Maldonado in Peru. We tried to check in the night before travelling but the website was advising us to go to the check in desk to complete it. When we arrived there they said that our seats had been assigned to someone else for two reasons: first of all apparently we bought our tickets in overbooking and secondly our seats were assigned to someone else as the day before a flight was cancelled. When we asked how we could know that we bought our tickets in overbooking, as it wasn't mentioned anywhere, they confirmed that there was no way to know but we should have guessed it as the price was lower than normal?? They kept us waiting for two hours in case someone decided to postpone their flight and of course it didn't happen. Avianca offered to book the next available flight which was the day after but we had to be in Puerto Maldonato the same day, no other options, so we had to take a taxi (9 hours) to reach our destination on time. We asked for a refund and Avianca advised us to go to their headquarter in Cusco. We took a taxi and once arrived in the main office they told us that it wasn't possible for us to ask for a refund there but that we should have forwarded the request through the website. I would advise not to travel with this company, it totally ruined our trip and costed us $650 extra to reach our destination.

✅ Trip Verified | Puerto Maldonado to Lima. The flight with Avianca was the first section of our return flight back to Europe and we were booked in Business Class - it was one booking, one ticket. First Avianca was not able to check our luggage through to the final destination - because we "fly with another airline then". Well, one ticket, one booking. I have never heard a story like this from another airline. We had to pick up our luggage in Lima and check-in with the next airline again. Took us one hour. And it was not for customs (there was no customs check in Lima) - as they said it is "their policy". Ridiculous. Secondly we got no meals offered - on a 3 hours flight in Business Class! And when I asked whether we could have lunch I received the same answer - it is not "their policy" to serve food. c - you are not getting what you pay for.

Not Verified | Sao Paulo to Calgary and had my ticket downgraded without any notice. The day before my flight I tried to check in and was informed that my business class ticket had been changed to an economy ticket as Avianca had switched their aircraft. Even after calling Avianca more than 8 times to see if they could switch me to another flight or give me the ticket difference back the only solution given by them was a small compensation that could only be used on Avianca products. I paid more for a service that they are no longer offering but are still accepting payment for to only be told that the money that I could get back had to be spent with them.

✅ Trip Verified | Bogota to Aruba. We booked our flights weeks in advance and noticed during the check in period of our return flight that we were not able to do online check in. The only message we got was to find a staff member of Avianca. At the airport after queuing for long time we were notified that the flight is overbooked. Avianca overbooks all the time, why does the employee act as if she is doing this for the first time? Avianca knew 1 day ahead that flight is overbooked, why not inform us and avoid us getting up at 4:30 am and get angry at the airport? Avianca rebooks us onto an alternative which is also sold out, costing another 15 minutes to find another option - after making a picture with the mobile phone of their computer screen that person went away to manually print our new ticket. At the counter there are 2 employees standing next to the person handling our case and she is laughing and chitchatting with them about things which are not relevant to us. Avianca allows employees at check in counters to spend so much time per customer, it is not strange that flights get even more delayed and passengers even more annoyed! We did receive the the breakfast voucher since were rebooked to a flight 10 hrs later and flight compensation EMDS. I am very disappointed in Avianca as a national airline carrier.

✅ Trip Verified | Madrid to Bogota. Paid in excess of US$ 500 to have my flight changed from a code-share with Wamos Air (knowing their reputation) to an Avianca operated one with the expectation that a Star Alliance Member advertising themselves as provider of premium quality flights to Latin and South America would actually provide a decent service on a 10hr+ transatlantic flight. Check in at Madrid: absolute cluster and late Departure: late (I had a connection to make in Bogota for final flight to Medellin) On the plane I had a semi-functional seat with a broken fold down tray table which resulted with my drinks in my lap. Made staff aware of it and was given a reply of "sorry we are fully booked there is nothing we can do about that." Asked to speak to the Crew Lead who was trying to be as helpful as possible which didn't however change the fact that for every drink and meal on a 10hr flight I had to stand in the galley as my tray table was clearly unserviceable. Add to that the a budget airline quality (or lack thereof) seats and in flight service insufficient for a 10hr flight with the majority of the crew being inattentive. Avianca left half of my luggage in Bogota which I then had to wait to arrive in Medellin on the next flight. I booked Avianca as a means to not having to transit through a US airport en route to Colombia which given the lack of international transit zones can be tedious at the best of times - given the choice I would rather deal with a rubber gloved TSA employee any day than ever fly Avianca again. Avianca is a sub-standard airline, providing a low quality of service, serving poor food, a limited selection of beverages for a 10hr transatlantic flight and incapable of ensuring that my luggage wastransferred correctly.

✅ Trip Verified | Cartagena to Bogota. Most of the time people will only ever leave a review when they have a bad experience I had good service from Avianca, quick response from their customer service with Regards to a potential problem, which also didn’t incur a fee which is unusual as in my experience airlines will charge you for any little thing they possibly can. Would look to use again certainly.

✅ Trip Verified | Terrible experience. More often Avianca uses remote stations in Bogota, although the airport is fairly new. This time, when boarding for LPB, they took us in buses to the plane and we waited hours standing inside the bus in front of the plane before they would let us board it. Passengers were asking them to take us back to the terminal, to have something to drink, go to the toilets, etc, but they didn't listen.

✅ Trip Verified | Bogotá to London. Yet another great trip with Avianca. I flew on their economy class and I had an amazing experience. We arrived into check in and we took around 5 minutes, which is amazing given that it was the time were all Avianca international flight departe. When boarding we were met by their crew and then boarded their Boeing 787. Upon arrival to our cruising altitude, meal service started with a pizza of a known Italian restaurant in Bogotá, an amazing pizza. Legroom and recline were above average for long haul flights. I had an amazing sleep in the confy seat which was quite soft . Around two hours out from London, breakfast was served. We could have a selection of cereals with a parfait yogurt, and a full colombian breakfast (scrambled eggs, bacon, sausage, toasts and a colombian treat called arepa.) I went for the Colombian breakfast which was amazing as well. Our bags were delivered quickly. Overall an amazing trip.