Avianca

✅ Trip Verified | I am writing to express my extreme dissatisfaction with the service I received from the staff and the functionality of the app during my recent travel experience. My encounter with Avivanca has left me deeply disappointed and frustrated. Upon arriving at LAX for my flight, I was met with an unhelpful and rude attitude from the staff. Not only were they unresponsive to my questions and concerns, but they also provided no assistance when the app failed to work properly for check-in. This lack of support only added to my mounting frustration. What compounded my disappointment further was being denied boarding 20 minutes before take-off. I had engaged with three different attendees from Avianca, and while the on-site manager at LAX, handed me an 800 number to call, the other staff members not only brushed me off but also walked away while I was still seeking assistance. As a paying customer, I deserve to be treated with respect and provided with the necessary help to ensure a smooth travel experience. The dismissive behavior and lack of cooperation from staff were not only disrespectful but also a clear violation of the level of service that should be expected from an airline.

Not Verified |  Extremely unfriendly staff, not treating you as a client but rather something they have to deal with. Seats are extremely small. No food service at all. Not worthy of a “Star Alliance” member. Dirty cabin.

Not Verified | Horrible experience. They took us on a bus to get on the plane. People needed to climb the stairs even elderly people. Almost a five hour trip with no food and water. They sell everything even water. They were offering people to buy pringles, nuts and even Maruchan soups. Incredible!

Not Verified | Used to be good, now I would never fly with them again. 6-hour flight and you do not even get a glass of water. Forced to buy food or drink and they even ran out of food. On the return flight they sold drinks right outside the boarding door and then once you entered they said no drinks on the plane and took them. I spent hours on the phone because we had a group of 13 they said we could not do online check-in. I was told extra bags would be $60 and my wife's medical supplies would be free. We had 2 extra bags they charged us $160 per bag and $160 for the medical equipment. You need to use your own phone or tablet for onboard Entertainment. The movies they offered were all like 10 years old or older. This airline is the worst I ever flew on, the stewardess were unpleasant, the counter people were downright nasty.

Not Verified | We had a stop over in Bogota from Costa Rica. Little did we know how awful our experience would be flying from Bogota to Toronto on a Avianca flight. Firstly, our flight was delayed by 2 hours, no explanation why. Then we sat in a very gas fumed bus on the tarmac for 1 more hour. Our flight was suppose to be 6 hours but due to a storm in Toronto we landed in Buffalo for 1.5 hours and sat on the tarmac. There was very little updates along the way, no food or water was offered during the flight unless you paid for it. The garbage cans in the washrooms were overflowing and they didn't empty them. We were on this plane for a total of 9 hours with no food/water. The flight attendants did next to nothing! The plane was also freezing cold. The flight attendants only spoke Spanish. Only the captain would occasionally update us in English. Never in my life will I fly this airline again or advise anyone to take it. It was literally torture. I understand weather is out of everyone's control but to be in a plane for so long without a free beverage and snack even without these delays is not right at all! How is this legal? Please don't fly this airline.

✅ Trip Verified | Avoid this airline at all costs if you have other options. We took a flight with stops both ways cause there was no other option by the time we book our vacation to Cartagena with a stop in Bogota. Family of 4, 2 kids. We were very surprised when we realized they charge everything on board even a bottle of water, only tap water is free and you need to be specific, though I wouldn't recommend it. On top of that, no American Express is allowed inside the plane. When we landed in Bogota we had to take the plane stairs and take a bus full of people with doors that were not closing, it was cold, like 56 degrees Fahrenheit. We travel with a stroller, and even after being very specific that we needed it during our stop, they send it straight to the destination there was no way to get it back during the stop. The second flight was delayed by an hour after we were waiting already 20 minutes in the boarding line we returned to the gate, with no explanation given, after the hour they advised us to move immediately to the new gate and we walk in a rush to make us wait another 30 minutes. The outbound flight was the worse of all, my daughter was feeling ill cause of bad digestion and I asked for a wheelchair at check-in so she didn't have to walk in Bogota airport, they couldn't fulfill my request, no apology, they asked me to wait around 15 minutes for someone to come up with the wheelchair and believe me for them 15 minutes is more like half an hour waiting, in my personal experience (for the record we did not have a bad experience during our vacation at the city, on the contrary, everyone was very polite), my daughter had to walk or we were going to lose our flight home. Last but not least they called my name on the loudspeaker and at the counter they told me I was selected for the security verification, I was set aside with another group of people and they did not let me talk to my family after that and they took my passport. They did not care and were very rude, I was carrying their documents at the time and I they also took it from me when I told them in a very rude way too. I had to make signs to my family through a glass from the distance to hardly explain what happened. They treat me in a very very unprofessional way with no consideration at all. Worse airline experience in my entire life. Had to pay for our luggage too, the carry-on was not free either so we decided to check two suitcases which were cheaper at the end. After seat number 10 the seats don't have an incorporated pillow and won't recline, and their entertainment selection is very very poor ... for kids, there are only 6 options. No Wi-Fi is available.

Not Verified | I purchased 3 tickets in USD, but unfortunately, I was charged in BGP instead. When I contacted customer service for a refund, the experience was very disappointing. They provided poor service and even hung up on me. This company relies on travelers, so it's time to voice our dissatisfaction and demand better service for everyone.

✅ Trip Verified | We are extremely disappointed with Avianca. We are frequent flyers and have been good customers but Avianca has really let us down. We booked our flights from Montreal to Bogota with Copa, which were great, but get from Bogota to Armenia (AXM) on June 25th, at first Avianca said that the flight was delayed, saying that the problem was not on their side. And then kept us waiting in the room until about 11:30 pm when they admitted that they had no staff to fly the plane. We were traveling with an emotional support animal, and the Avianca policy is highly inappropriate for the person who needs this service. We did not receive any compensation even though the problem was clearly within the control of Avianca. On the return leg, from Armenia (AXM) to Bogota, we were scheduled to leave around 10:30 to make a connecting flight in Bogota with Copa. Again the flight was canceled, and there was not alternative but to reschedule all our flights. We needed to pay $150 in change fees with COPA as well as the fare difference. Avianca takes no responsibility for these charges. Avianca made things so much more stressful than they needed to be. They have a clearly serious management and scheduling problems and take no responsibility for the impact on the live their customers. Worst airline ever.

✅ Trip Verified | After they emerged from the bankruptcy during the pandemic, they totally don't deserve to be in Star Alliance. It's now a worse possible discounter. We came across numerous issues: - The website, which reverts to Spanish-only on many occasions, could not ticket us. After going all the way through when buying tickets and clicking Buy button, the website would just kick us out. So we had to purchase the same tickets via a reseller at a higher price. Perhaps it's just an unfair practice of Avianca of advertising via Kayak/Booking.com prices that they don't really have. - Sales (ticketing) tech support is impossible to access - I guess they fired all support tickets during restructuring so after we sent them emails we got response back in exactly 24 hours saying they are still working "hard" to resolve the issue with the promise to address it within 12 hours - it has never been addressed. - There is NO food on a 7.5 hr Quito-JFK flight! Only sandwiches for sale, which were uneatable. - They charged us $95 per bag of luggage, carry-on or checked. - They charged $10 extra for checking at the airport, while they did not have any self-service check-in kiosks at the airport that we would have used. - The entertainment is via WiFi only, and the movies we tried to watch had corrupted files - would play 30 min and they would stop.

Not Verified | I’m sitting on a plane that was to depart at 5:20pm. It is now 8:20 pm and plane has not left yet. No information from staff or captain until many of us demanded to know what was going on. We were told an hour ago we were leaving but captain just announced another hour is needed. It rained with thunder earlier but sun is now out and we still have not left. DO NOT fly with them! Absolutely the worst experience on an airline. This plane is awful along with the airline. NEVER AGAIN!