Avianca

✅ 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!

Not Verified | I tried to buy extra luggage from Europe (Holland) on top of my regular day pack. The payment system did not work. I tried multiple cards my master card and visa and both gave the same error. I created a ticket, I called many different numbers and in the end they let me pay 120 euro's instead of the 85 that was shown initially on the website. Budget airline no coffee, food or whatever is all fine for me, but letting the customers pay for errors on your website in my opinion is incredibly inappropriate.

Not Verified | I have been flying this airline since I was a kid for over 20 years. It used to be one of the best airlines but the last few trips have proven that this airline is mediocre at best. They provide no food or drink for an international 5.5 hour flight between NYC to BOG, you pay for a carry on and they force you to check it because they claim to have no space. They have no WiFi, no screens, no entertainment and no outlets. You pay premium prices for a budget airline. Their counter staff and flight attendants had attitudes and were genuinely unhelpful. I felt like I had a paid ticket but wasn’t entitled to anything. Like I had to thank them to even let me on the plane. That’s how worthless I felt as a customer. They’re making money off of everyone with their fares being so pricey and not including a carry on. They wanted to charge me for a duffel bag because they said it wouldn’t fit under my seat yet they let people on with HUGE shopping bags that took up overhead space. Suffice to say I’m no longer a customer of this airline. They aren’t what they used to be

Not Verified | Needless to say Avianca has the worst customer service. My family flew from New York to Bogota. As they were doing the check ins we had to go to one of the counters because we needed to pay for one of the suitcases. The suitcases were oversized so we had to go back and arrange everything. We did it and were ready to check the suitcases back again. As we were waiting in line, one of the personal from Avianca told us to come with him that he would check the suitcases that were ready and instructed to leave the suitcase that we had to pay in line. As I followed him and showed him the suitcases he immediately told us “Where are the passengers, I also need the passports to check in the suitcases” mind you as he said this he said it in a very rude way giving us orders as we were animals or something like that. I instantly got tired of his attitude and told him to calm down and not to talk to us that way. He started acting as if he didn’t know what I was talking about, so one of my family members (my uncle) went to him and told him that it was unbelievable the way that he was acting. As he said that another personal from Avianca had the audacity to tell my uncle that if he wanted to be respected he had to respect other. Definitely it was a very bad experience and do not recommend to fly Avianca.

Not Verified | Unbelievable! Never in my 30 years of flights have I encountered such a horrible experience. I booked one way (thank God) to Ecuador and they had us waiting for about an hour before take off without any info. There was not even a cup of water available. The air vents above our seats dispenses hot air in an already hot cabin. The directions to access the wifi were clear, but no service was ever available. Overall a horrible experience.

✅ Trip Verified | I am writing to express my profound disappointment with Avianca's handling of two of my trips. The sole purpose of booking the second trip was to utilize the credits provided as compensation for the previous disastrous experience. Avianca canceled our reservation without any prior notification or approval after we submitted a refund request to modify the final leg of our flight. They refunded a mere $387, disregarding the $1,132 we had originally paid and cancelled the entire flight without approval. Furthermore, the refund request email actually said “rejected” so we showed up to the airport thinking nothing changed from our original plans. The lack of communication regarding this refund and the cancellation of our trip is completely unacceptable. Avianca's incompetence and failure to communicate are deeply concerning. The airline's subpar customer support and inefficient processes are costing both customers and the company unnecessary time and money. This issue should have been resolved within a reasonable timeframe, not after spending over five hours discussing it without resolution. In total, I’ve spent over 15 hrs with their support team including my first initial experience. I would advice all customers, employees and investors to stay away from this terrible company.

Not Verified | This is a terrible company to fly with, when you purchase a ticket you are no advise to upgrade anything but you get hit with sub charges for carry on luggage. I would not use this company (Avianca) for any reason any longer.

Not Verified | Terrible airline in every way. I hope this so called airline goes out of business. It will be a great opportunity for Colombia to really have an airline that truly represents such a beautiful country. Their prices are equal to a big carrier but in reality they are a low quality budget airline. No food or water, very uncomfortable seats that don’t recline and zero entertainment. Their so call Wi-if and entertainment connection don’t work and their onboard staff are rude and careless. This is literally Greyhound with wings. I will do everything on my power to never fly with them ever again. Save your money and go for a better carrier.

✅ Trip Verified | Purchased tickets via Priceline. Brought tickets months in advance so we did not see the warning to arrive between 1-3 hours before the flight departure. However, we still arrived on time (1 hour a few minutes before flight departure). Our passports were scanned, the agent walked away to speak with his manager for a few minutes and returned to tell us we are late for check in and cannot get on our flight in an hour. Attempted to force us to pay 200 per passenger to change the flight for the next day online since they can not change ticket reservations for some odd reason in person. Told us to go to a different area to call customer service, customer service not only gave us a run around but hung up the phone a few times while he tried figuring everything out. Was able to speak to a manger who informed us to contact Priceline. Contacted Priceline and they refused a refund unless Avianca approved. However, they refused to speak with price line on our behalf or give us an email address of direct line for a refund. Will never recommend doing business with this company especially now that I’m seeing all these horrible reviews. I wish I did my research earlier.