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 707 reviews
3/10
3 star Skytrax Rating
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1/10

"these people are idiots"

(Costa Rica)

Verified Review | The return leg of this round trip (San Jose to Chicago) was to occur Saturday, November 26 at 5:40am. We arrived at San Jose at 3:40am. A representative of Avianca stopped us as we approached the check-in windows and informed us our flight was cancelled. She would not let us approach the ticket windows, saying no one there could help us reschedule. Instead she said we must call the customer service number. After a long time on hold I reached someone at this number who informed me that no one could help us reschedule until 5:30am when the office opened. I returned to the agent with this information but she refused to let us get help from a ticket agent. We returned to our hotel room and call the number at 5:29am. We were on hold for 45 minutes. When someone answered we were told that the customer center could not help us reschedule our flight, we must do this at the airport; the airport we had been turned away from at 4am. We returned to the airport and waited in a long line where only one agent working. We were then told that we could be on the flight on Tuesday morning - 3 days later. The airline refused to take any responsibility for our accommodations and would not find us passage on another airline because, according to them, the cancellation was weather related. I live in Costa Rica and this flight was for my daughter’s return to Chicago. We had “weathered” the non-hurricane in San Isidro de General and had driven from there to SJO on Friday under sunny skies. It was sunny skies in San Jose Friday when we arrived and clear skies Saturday morning when we went to the airport. On Saturday morning when our flight was cancelled other Avianca flights were traveling from SJO to San Salvador airport. In other words there was absolutely no weather issue in Costa Rica or San Salvador or in between. It was the smirks on the agent's faces when they told us there was nothing they would do to help us that was especially galling. The idiotic run around from the airport to the phone center to the airport wasted the time when we could used to make alternate arrangements. While we waited to learn what Avianca was going to do for us alternate ticket prices skyrocketed. Why couldn't they have just told us our flight would be Tuesday morning and they would do nothing to help us at 4am when we were face to face at the airport? This critical information at 4am would have allowed us to make affordable arrangements ourselves. These people are idiots. Don’t let them ruin your trip. Any time or money savings you think you might save flying with them comes at a very high risk and for us cost.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteSJO to ORD via SAL
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Deplorable attitude"

(Costa Rica)

Deplorable attitude of Avianca. The San Salvador - San Jose flight is canceled due to bad weather, obviously not the fault of the airline. But it is unacceptable that they call a small group of passengers and take them to a hotel, and the others leave us like dogs at the airport. See how they survive. Shameful. Deplorable la actitud de Avianca. El vuelo San Salvador - San Jose se cancela por mal tiempo, obviamente no es culpa de la aerolínea. Pero es inaceptable que llamen a un grupo reducido de pasajeros y los lleven a un hotel, y a los demás nos dejan botados como perros en el aeropuerto. A ver cómo sobreviven. Vergonzoso.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteSAL to SJO
Date FlownNovember 2016
Ground Service 12345
Value For Money 12345
no
1/10

"last time I will fly with Avianca"

(United States)

Verified Review | Lima to Washingto IAD via San Salvador with Avianca. I suffered from severe altitude sickness in Cusco and had to leave early to go back to Lima because of it. We first called Avianca to change the first leg of our flight to Lima and they wanted $1600. They had the same flight listed on their website for $67. We then just booked another available flight and went to Lima. The next day we called Avianca to let them know we would not need the first leg of our flight (the second part of our flight was the next day and traveled from Lima, San Salvador then IAD). They told us it would be $100 per person to still use the second part of the flight we had already paid for. I then asked to speak to a supervisor who told me it would be $200 per person. I was very frustrated by this point and said we would call back. After calling back 10 minutes later the new lady said it would be $175 per person. They are now escalating it. It should not be this hard to deal with an airline. I fly quite a bit and this is the worst experience I have ever had, this is the first and last time I will ever fly with Avianca.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLIM to IAD via SAL
Date FlownNovember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"losing all connections"

(Chile)

Verified Review | We bought business class flights from Santiago to Medellin return, the flights departing Santiago on Oct 30, and leaving from Medellin Int'l Airport on Nov 4. But flight AV8435 was delayed on 20 mins, so the staff at checkin told us they couldn't check us in, because we would have time to board our connection, despite the fact we had almost 90 mins to make it. We were offered to be served by the checkin supervisor. We told her we needed to arrive to Santiago the next morning but they didn't allow it. Almost 2 hours passed where she was "looking into options", We started looking into alternatives in our cellphones, and showing them to her - but all she said was "Let me see" "I can't connect with LAN" "we are doing the best we can". Long story short, all the different flights we were showing her were closing and we ended up losing all connections that could get us into Santiago by Nov 5th morning (today). They kept searching, so we - in 5 minutes - logged into our cell, got into Latam's site, and bought a one-way ticket Medellin to Santiago. We later went to the Avianca Office at the airport, and spoke to the man who identified himself as the one in charge, we told him was had happened and he stood looking at us. Didn't open his mouth to say anything, just took his phone, turned his back and made a phone call.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSCL to MDE via BOG
Date FlownOctober 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
4/10

"the service was poor"

(United Kingdom)

London to Bogota with Avianca. I was looking forward to the flight as my wife and I were accompanying her mother back to Colombia after a three month trip to Europe. We flew back in business class and settled down in anticipation of a pleasant flight. Unfortunately the service provided by some of the flight attendants was poor. The attendant that was looking after my section of the cabin didn't speak English and became quite rude when I asked for tea as she didn't know how to prepare it. I explained in a calm fashion but she had to ask for help from another attendant as she couldn't understand me. The food and presentation was very poor considering the price one has to pay for a business class ticket. The beef was uneatable as it was very under cooked. The same was repeated with the breakfast very badly prepared food which I couldn't eat. When I asked for a yoghurt she refused saying this was part of the other choice. I was also not offered an aperitif or other drinks after dinner or at any other time during the flight. I also had a problem with my film selection which wouldn't download and when I asked for assistance she just shrugged her shoulders as she did not understand me and moved on.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteLHR to BOG
Date FlownOctober 2016
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

"really do not want to serve you"

(United States)

Verified Review | Los Angeles to San Salvador. Not awful, but as many others have pointed out, the strange indifference of the flight crews is notable. This want not my first Avianca flight and I've seen this issue with the flight attendants before. They get you seated, offer you water while others board (in Buz Class), and then you don't see them for hours. They close the curtains to their area and gather and chat, leaving passengers on their own. It's happened on every Avianca flight I've taken. The flight attendants really do not want to serve you, it's evident in their attitude and how the flight unfolds. I just flew business class from LAX to San Salvador and the FA didn't materialize until one hour before landing to hastily hand out a meal and that with a bit of a snarl. Otherwise, Avianca's ok. The plane was clean, the seats functional and wide, though the boarding process was chaotic, but then again, that was due to obvious indifference on the part of the Avianca gate agents. You meet the same attitude from the Avainca agents who staff the lounge in San Salvador. At least they're consistent.
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteLAX to SAL
Date FlownOctober 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
6/10

"like a third world airline"

(Costa Rica)

Verified Review | San Salvador to San Jose. Avianca still using A320 with the TACA livery and in terrible condition inside. Business class seats were deteriorated to the point that leather was cracked, no personal entertainment system, and most of all unable to eat the food. The menu was pizza. When I got my plate I thought it was pasta with mushrooms, that is how soggy the pizza was. Maybe think of a friendly menu. Especially since the airport in SAL has practically no decent option to buy food. More surprised to learned that this aircraft was coming from Toronto. I feel bad for the passengers that paid business class for a 5 hour flight and got what I got for one hour. Service was good and friendly but the rest really felt like a third world airline. Lounge in SAL is nice but too small, many people standing. One would think they would plan accordingly in one of their hubs.
AircraftA320
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteSAL to SJO
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
9/10

"all in all, very positive and organized"

(United States)

Buenos Aires to New York via Lima and El Salvador with Avianca. Every flight left spot on time. The Avianca crew is well organized and every flight had 2 attendants welcoming passengers, pointing to their seats. Smiles. A good start. The food was mediocre and small portions but they existed and alcohol and non alcohol were served at least 3 times on each leg of the journey. The average flying time was 4 hours plus each journey. Seats were fine and flight attendants went our of their way to tell passengers if there were empty rows of 3 seats which was true on 2 flights. The attendants were mainly from the original TACA team and sometimes incredibly helpful. When it came to a transfer and time, an attendant personally took my 4 items and stored them in the crew locker so I could get them quickly. I pressed the call buttons a total of three times and waited a total of one minute each time. The attendants on the El Salvador to New York run were quite busy assisting passengers to fill out immigration cards, etc. The seats were fine on the A330 but lacking support on the A320. There was seatback entertainment on all but the smaller jets. If you can take a rather exhausting 3 flight trip from Buenos Aires to New York, then Avianca is fine. I think the experience is rather first class in terms of service and personal care. The only complaint was that the captain announced almost nothing except to fasten seat belts when over turbulence, which was minor. The team was spot on time handing out immigration or customs cards at the beginning of each flight. So, barring the mediocre food (except out of Lima) I would, and do, recommend Avianca on this route. They are not cheap, but service is fine. I have flown with them perhaps 90 times and had two flights leave late and never lost or missed any luggage. It is always reassuring to hear from the captain, but it seems that is becoming a things of the past on some airlines. All in all, a very positive and organized group on each flight, comfortable seats, recommended.
AircraftA330 / A321 / A320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEZE to JFK via LIM and SAL
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"told me to write a complaint"

(Germany)

Verified Review | Bogotá to Bucaramanga. I was flying together with my wife and my son (which was 16 months old, this means that under Avianca and IATA regulations my child is supposed to seat on my wife's legs with a baby seat belt). However, due to the fact that I've paid for three seats for more confort the incompetent stewardess and crew sustained in a very rude manner that my kid was supposed to seat on its own seat. I tried to make them aware of their own safety regulations, but they ignored me an told me rudely to write a complaint. It is unbelievable how ignorant the crew were about their own regulations.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBOG to BGA
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
8/10

"had a really good experience"

(United Kingdom)

Verified Review | Miami to Bogota. I had a really good experience flying MIA-BOG return with Avianca. The economy seats were comfortable and the onboard entertainment system is very good quality with large, high resolution screens. Both flights arrived early and staff were helpful. The food was not amazing but decent enough and wine was served on the evening flight. They also had USB charging available in economy seats. Overall, Avianca were better than most European airlines I have flown with, including BA. Their aircrafts are clean and modern too.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteMIA to BOG
Date FlownSeptember 2016
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes