Avianca

Arrival at San Salvador on December 3/2012 from Toronto was less than standard. We were deplaned in the middle of the runway and cramped on a substandard bus which did not moved for a long while. Personnel at the gate were very unhelpful and displayed an unusual unfriendly attitude forgetting customer service is pivotal in this kind of industry.

SJU-BOG-CLO 12/20/2013 Flights: AV259 AV73 (missed). With over 4.5 million miles flown I have experienced all types of airlines and routes. None however match Avianca in sheer mediocrity. Our issues began with their phone reservation system we made some changes that were never registered when we arrived to check in. Our flight connected through BOG but the check in person did not know whether or not our bags would go through. She said "ask in BOG". Ok. Our flight was 1 hour and 40 minutes late so we missed our connection. No one from Avianca was there to greet connecting passengers. No information. In customs we were told by one Avianca person to wait for the bags then another to go to the connecting flight area. We had three possible connecting times but their poor handling of passengers made us all miss them. Turns out the bags were not checked through but my wife found them an hour later in the carrousel. We spent the night in Bogota paid by Avianca and then proceeded the next day chaotic conditions throughout. Never again. All flights miss timetables but it's how the situation is handled where the good are separated from the bad. Avianca doesn't even make the "bad" category. Their fleet is modern Airbuses but the pitch is so tight that forget using your laptop to work on the plane if the person in front reclines. So that's bad too. Avoid this airline.

I flew from Bogota to Manizales just a few days ago. The aircraft appeared brand new and was very clean and comfortable. The staff were most professional and the service (not much as it was such a short flight) was more than adequate. The only problem was the Manizales airport which is often covered by thick cloud and therefore closed because the pilot has to land by sight. Instruments are definitely needed! I wasn't paying for the flight so cannot comment on value.

San Jose to San Salvador and to Belize City. We were greeted with friendly smiles and offered sparkling wine or orange juice or water. The staff was impeccable and service first class. Avianca use porcelain dinner wear glass and linen etc. Just try getting sparkling wine on any US Flight.

Bogota to Rio in business class. Seat is sit up type for overnight flight. Very uncomfortable. Shower unavailable despite new lounge. Check-in was badly handled by a zealous but poorly trained staff.

I moved to South America 1 month ago I have taken 4 Avianca flights to Chile and Argentina but the one last Sunday from Argentina to Lima was a disaster no air-conditioning so it was really hot the meal of chicken was so salty it was not possible to eat it they insulted us by putting 2 kids movies on back to back on an evening flight full of adults. It was miserable and never want to take a flight like that again! The crew were not pleasant. I felt they had no regard for customer service.

Flight BOG-MAD-BOG. Both legs on Business Class. Comfortable VIP Lounges both at Eldorado and Barajas. Priority Boarding worked perfectly. Welcome champagne and peanuts were delicious. Although the seat is not fully flat 170 it was very comfortable and I was able to sleep during almost all the journey. Food was delightful and the coffee was simply great. Staff smiled all the time and were very attentive at all times. They voluntarily brought you cookies and other small meals at different times of the flight. Flight arrived on time and the luggage was priority. Great Choice.

Took several legs. SJO-SAL-UIO-LIM-CUZ-LIM-SJO. ALL flights on time. Sufficient staff at the airports to keep the check-in lines short. Never had to wait longer than 5-10 min. Ground crew as well as flight crew friendly and efficient. They give you the feeling that you are a guest and not just a pax. Decent on-board service on mainly brand-new airbus aircraft. The brand new ones have 'mood lightning' in the cabin which is very nice on night flights. Decent on-board service. Even on a 1hr-flight they serve a small snack and beverages for free incl. alcoholic drinks. Full meal on the 2hr flight UIO-LIM. Food quality is nothing fancy but it's ok. In theory they offer also a free in-seat entertainment system. However not all aircraft are equipped with it even not some brand new ones. On the 2 legs where it was existent it was out of order. Here is room to improve and provide the same standard at least on flights over 2 or 3 hrs. So if you need entertainment bring your own or a good book since you don't know what you get. Overall a pleasant experience and I will fly Avianca again.

GRU-BOG-JFK all A330-200. First time flying AV. Pleasantly surprised with comfortable seating in business and VOD (heard other negative comments on the same flight using the smaller A319). Meals were satisfactory for the flight as both flights were red-eyes and full. Flights arrived on time and El Dorado Airport (BOG) is a convenient airport to connect (although I spent two-days in Bogota for business). Business class lounge is large comfortable and offers subdivided room for a more intimate feel. Appetisers were abundant as were beverage selections. Will fly them (although will fly LAN next to compare).

GRU-BOG-MEX - good performance GRU-BOG on A330 and BOG-MEX on A320 both with good seating and individual IFE. Food and beverages fine friendly competent crew. BOG-MEX with quite a delay as some luggage had to be unloaded officially missing passengers but from what was unloaded more likely wrong freight. Check-in in Bogota was one of the longest I had in many months despite only baggage drop! If my check-in time was typical you should calculate some 60 minutes!