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Contact Avianca Customer Service

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Contacting Avianca Customer Service Center

Avianca is an airline company located in Colombia, United States and other countries. There is a plethora of contact information based on your location. You can find Avianca in Miami, Fort Lauderdale, New Jersey, New York, Los Angeles and Washington D.C. Most of the customer service offices in international airports are open between the hours of 9 A.M. and 5 P.M. Monday to Friday, but local hours could differ.

Contact Info

Contacting the customer service department of Avianca Airlines is simple, but you’ll have to choose the phone number or contact address relevant to your country.

Phone Contact Numbers

  • Argentina: 0800-444-2842
  • Aruba: 588-0059
  • Bolivia: 800-10-8222
  • Brazil: 0800-891-8668
  • Canada: 1-800-284-2622
  • Chile: 800-53-6022
  • Costa Rica: 0800-057-1015
  • Cuba: (+537) 833-3114
  • Curacao: 8-20-20-20
  • Dominican Republic: 1-800-751-0129
  • Ecuador: 1-800-00-3434
  • El Salvador: 800-1767 ext. 6571
  • Mexico: 01-800-123-3120
  • Panama: 800-0555
  • Peru: 0800-11936
  • Spain: 902-026-655
  • United States: 1-800-284-2622
  • Venezuela: 0800-284-2622

Mailing Address

Customer service contact should be made by email or phone. The only address listed for customer service is located in Colombia.

Avianca Administrative Center
Customer Relations
Avenida calle 26 No. 59-15
Bogota, Columbia

Official Website

You can find information on the airline, customer service contacts and special deals on the Avianca customer service website at http://www.avianca.com/comprar/home.htm. If you know where you want to go, you can book your flight and the entire vacation right from your personal computer. While customer service information is simple enough to find, there is a lot of it and that could make it extremely difficult to find the right information. Your best bet is to call the customer hotline or email customer service using the contact page.

Customer Service Email

There is no email address, but there is a contact page. Consumers are instructed to visit a Refund Page to request a refund. All other communication with customer service can be sent through the general contact page.

We requested information on how the airline handles passengers with food allergies. We’ll see if the customer service agents answer the question adequately and quickly.

Our Experience

When we called the customer service phone number we were taken aback by the poor recording and broken speech of the automated system. We could barley understand the options, but we managed to push through the call and get connected with a customer service agent within about two minutes. Once the call was answered, the broken speech and low volume of the call was so bad we could not continue the call. We called from several cell phones, a landline and a VOIP phone and the call quality was poor every time.

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Rating: 1.6/5 (12 votes cast)
Contact Avianca Customer Service, 1.6 out of 5 based on 12 ratings
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23 Comments on “Contact Avianca Customer Service
  1. Discusted . I flew into São Paulo late and they said I was on the next flight . I then went to get my boarding pass an hour before the flight and they wouldn’t let me on the flight . Totally discussed with the lack of help and service that Luis Duarte have me . He didn’t want to helpme at all. Totally discussed traveller on the 9.1.13 . Never will I fly avianca ever again . I fly alot . You lost my money

  2. que tristeza esta pagina siempre dice error al guardar comentario, y creame que no es por parte mia!> From: soporte@lifemiles.com> To: asobeva1@hotmail.com> Subject: RE:Actualización de Información y Preferencias [REF.1030996]> Date: Fri, 11 Jan 2013 12:36:08 +0000> > > > > Sra. Vargas.> Buen Día.> > Primeramente solicitamos disculpas por los inconvenientes ocurridos durante su viaje, para nosotros sus quejas y comentarios son importantes para poder mejor nuestros servicios, por tal razón le pedimos ingrese su queja a través del siguiente enlace: avianca.com/PiedePagina/Contactenos/es/Sugerencias-Reclamos.htm, posteriormente obtendrá un número de caso para que unos de nuestros asesores de atención al cliente dará seguimiento en los próximos días.> > Nuevamente solicitamos disculpas por los inconvenientes ocurridos.> Atentamente.> > Alice Leiva> Soporte LifeMiles> soporte@lifemiles.com> > > [LifeMiles]> > > —–Original Message—–> From: soporte@lifemiles.com> Sent: 09/01/2013 3:09:15 PM> To: soporte@lifemiles.com> Subject: Actualización de Información y Preferencias> > Numero LifeMiles : Cliente : lina VARGAS Idioma : esp Fecha de nacimiento : Julio/19/1984 Dirección : 3379 ROUTE 46 APT 7H Ciudad : PARSIPPANY Estado, provincia : NEW JERSEY Pais : Estados Unidos E-mail Cliente : asobeva1@hotmail.com Teléfono : 973 6106306 Mensaje : PESIMO SERVICIO AL CLIENTE ESPECIALMENTE POR PARTE DEL PERSONAL AEROPUERTO EN PANAMA,,,,EL DIA 6 DE ENERO TUVIMOS EL DESATINO DE VIAJAR CON USTEDES, MI ESPOSO , MI BEBE DE 6 MESES ,Y MI NINA DE 8 ANOS) CUBRIENDO LA RUTA PEI-BOG -PTY Y LLEGANDO A PANAMA YA A MEDIA NOCHE NOS DIMOS CUENTA DE TAN DESAGRADABLE NOTICIA, UNO DE NUESTROS EQUIPAJES NO LLEGO, INMEDIATAMENTE DESCONCERTADA, CANSADA , CON HAMBRE Y CON BEBE EN BRAZOS PROCEDEMOS A RECLAMAR,,LA NINA ENCARGADA DE EQUIPAJES NOS DIJO QUE NO ESTABA SEGURA DE QUE LLEGARIA EN EL SIGUIENTE VUELO, Y HABIENDOLE EXPLICADO QUE TENIAMOS CONEXION A USA CON UNITED EN EL VUELO DE LAS 10 Y 20 AM NO FUE CAPAZ DE RESOLVER ESTA SITUACION,,LO PEOR DE TODO ES QUE MAS TARDE ME DI CUENTE DE QUE A LAS 2 AM POSTERIOR AL VUELO DE NOSOTROS LLEGABA OTRO AVION DE AVIANCA EL CUAL SALIA DE BOGOTA,,,,Y AUN ASI NO ENVIAN NUESTRO EQUIPAJE????? AHORA BIEN YO COMO PASAJERO TAMBIEN TENGO DERECHOS Y LE EXIGI QUE POR FAVOR ENDOSARA MI EQUIPAJE CON OTRA AEROLINEA EN EL VUELO MAS RAPIDO PARA YO ASI PODER TENER MI CONEXION TRANQUILA, ELLA NO MUY SEGURA DIJO QUE IVA A HACER TODO LO POSIBLE,, PERO LO PEOR DE TODO ERA QUE EN BOG NI LE CONTESTABAN,ENTONCES ME QUEDE A LA ESPERA DE UNA NOTICIA HABER QUE PODIA RESOLVER ELLA CON MI EQUIPAJE PASABAN LAS HORAR Y YO AGUANTANDO FRIO CON MI FAMILIA SENTADOS EN UNA SILLA DEL AEROPUERTO, NUNCA TUVIMOS UNA RAZON,,,,ME TOCABA A MI IRLA A BUSCAR HASTA LA OFICINA PARA PODER SABER ALGO,,,,,,ELLA ME DECIA QUE LO UNICO QUE PODIA HACER ERA GENERAR ALERTAS POR LA COMPUTADORA,, PREGUNTE POR EL SUPERVISOR, ME DIJO QUE LLEGABA A LAS 4 AM, PUES A ESA HORA DE NUEVO ME DIRIGI A LA OFICINA PORQUE NADIE ME BUSCO AUN SABIENDO EN DONDE ESTABAMOS,HABLE CON EL SENOR DIONISIO NUNEZ QUE DE SERVICIO AL CLIENTE MUY PERO MUY POCON SU MANERA TAN FRESCA Y CORTANTE ME DEJARON AUN MAS FRUSTRADA DE LO QUE YA ESTABA,,SU RESPUESTA FUE: NO CONTESTAN EN BOG, PERO TRANQUILA SU MALETA LE LLEGA AL AEROPUERTO DE NEWAR PARA QUE LA RECOJA CUANDO LA NINA DE EQUIPAJE ME PROMETIA QUE LLEGABA A MI PUERTA,,,,QUE MALA COMUNICACION ENTRE ELLOS VERDAD? NISIQUIERA PUDO RESOLVER ALGO PARA YO PODER TENER MI CONEXION CON MI EQUIPAJE,,Y TAN POCO LE IMPPORTO NADA…………AHORA ESTAMOS A 9 DE ENERO Y LO UNICO QUE SE ES QUE LA MALETA SE ENCUENTRA EN PANAMA Y QUE EN EL AEROPUERTO NO CONTESTAN, PERO QUE TRANQUILA QUE SIGUEN GENERANDO ALERTAS AH! QUE ES ESA MANERA DE RESOLVER LAS COSAS?? CUANTO MAS TENGO QUE ESPERAR POR MI MALETA??

  3. I purchased two round trip tickets from Cheapoair, to fly from BGA to IST in Avianca and Turkish Airlines. Cheapoair is unable to assign seats, claiming Avianca will not do it. Avianca claims that the tickets being discount tickets, we will have to wait until the day before departure to actually see if there are seats available.

    What a way to do business. If you are not willing to provide a decent service to your customers, whoever they may be, you should not offer discount tickets.

    We are 73 and 68 years of age. I have some difficulty in moving around and for that reason would appreciate to have a seat at the beginning of the seats rows.

    I will definetely think twice before flying in Avianca again.

    Life Miles 00900703742 & 00279549686

  4. I have the same luggage problem . I sent a damage refund on may 2012 but no answer. I’m still waiting. I hope to solve the problem.

  5. I strongly request a charge of demurage and reimburse my costs caused by your unbelievable luggagbe service.

    I got on the flight AV247 from Dulles to Bogota on the 27th of Jan, flying in from ICN airport of Korea on the same day.

    Our luggages with tag no. KE776801,802,753,752 have not arrived to Bogota with us. We have spoken to Mr. John Fierro nd Ms. Mercedes of you office told us that the luggages will arrive the next day with the same flight.

    Included in the luggages are the most important tools and machies thatwe needed to complete a very important meeting in Bogota so we had to request our meeting with the client one day.

    However, we have been called by Avianca the next day(28th of Jan) that they will not be able to deliver the luggaes on that evening. (1st Breach of Promise)

    We went into the Avianca office at Bogota Airport ourself asking for the lusggaes ourself but Unvilievably been told that it has not arrived one luggage(KE776801).(2nd Breach).

    We had to stay until 3AM in the airport trying to recieve from you the news about our missing luggage.
    The final answer was that the luggage did not leave Washington for some reason.
    Therefore, we have strongly requested that the luggage be sent directly to ICN of Korea since we had no possibility of attending the meeting which we have alread delayed once. Ms. Mercedes and Mr.Jhon Fierro has confirmed that the luggage be sent directly to Seul.

    The next day when we are leaving Bogota to go to Atlanta, USA, we recieved a phone call from Ms. Cristina Beltran that the luggage has arrived to Bogota. We told you that the luggage needs to be sent to ICN, Korea but it arrived to Bogota!.
    We have then been told that it actually went to La Paz after arriving to Bogota last night(3rd Breach).

    You have not told us the truth once since the first Lie.
    So once again we have told Ms.Beltran that we are leaving the country so we cannot pcik up. She told us that they will make sure that she will make sure the goods are going to be sent directly to ICN(ONCE AGAIN).

    We trusted Avianca once again and went via ATL to ICN.
    However, when we arrived to ICN on 2nd of Feb, we have went directly to Korean Air Office. They told me that they have not recieved any kind of luggage and in the system that they cannot see any requests for sending it to Korea(4th Breach).

    We have there called directly to Avianca and spoke with Mr. Benjamin. He has told me that he is sure that the luggage has been sent to NY to be transitted to ICN.

    We therefore left the airport once again without the luggage.
    This morning(4th of Feb), we called the Bogota Avianca Office once agian and Mr. Benjamin told us that he does not know anything an cannot tell me anything about the luggage. What kind of airline tells a client that he does not know anything after 1 week that the luggage has been lost? I spoke with Mr. Carlos Andres of the same office and all he can tell me was that it “MIGHT” be in the TSA of NY.

    Sadly for you, 5 minutes later Korean air has called me that the luggage has been found by their own Korean Airline people in the Avianca area of JFK and they made sure that the luggage is on the way.

    Now, I need to pay Korean Air the delivery charge from the aiport to my office.

    I request Avianca to reimburse me of this delivery cost as well as the demurage charge including the late delivery(9~10 days) as well as all of the consequences cause by missing our meeting and not using the tools and machine for the time it has not been here in Korea.

  6. You are absolutely the Worst Airline ever for all of the below.

    -For losing my bag of very important tools and machines and not being able to trace them.

    -For Lying to me more than 5 times about the situation

    -For trying to avoid all possible claims and avoiding to speak to me.

    Please see below.
    Summary

    27th Jan :
    -Arrived myself and Mr. SY Kim from ICN Korea via Dulles, US to Bogota via KE093/AV247
    -Four of our luggages did not arrive with us (Tag KE776801/802/776753/752)
    -Avianca told us that they will arrive the next day and deliver to our hotel directly

    28th Jan :
    -We postponed our meeting with client 1 day(to 30th).
    -We called Avianca, they said they will deliver to our hotel next day.
    -This is not acceptable because we need to make the important meeting(us$20million worth)
    – We went to Bogota Airport ourselves to pick up the luggage.(stayed from 21:30~02:00  4.5hours)
    – Only 3 bags from total of 4 bags came. This missing bag(KE776801) consists of the most important tools for the meeting.
    – After 4.5 hours of waiting, Avianca Called Washington office and confirmed that it was there.
    -We requested Avianca to send the bag directly to Seoul since we already lost the meeting opportunity. They confirmed the flight no.

    29th Jan :
    -We had to miss our meeting with client because of the luggage not Arriving.
    -When we were leaving to Atlanta to come back, we got a call that it was in Bogota.A day before, We have been confirmed that the luggage was in Washington D.C and Avianca told us that it will be sent to Seoul.
    -They have then, told me that it was actually sent to La Paz by accident has now returned to Bogota.
    -We again told Avianca that this should be sent to Seoul. We had to get on beard Delta Airline.
    -They confirmed the flight no.(via JFK) promised that Avianca will make sure it will be sent to Seoul.(Ms. Cristina Beltran)

    1st Feb :
    -We have arrived to ICN in Korea. We went to Korean Air Desk as told by Avianca.
    -They had not received anything. We called Avianca. Mr. Benjamin answered and told us it 100% sure that it got on the plane to ICN.
    -Korean Air could not find in the system any departure of the luggage after it arrived to Bogota.
    -Mr. Benjamin told me that he will call after he check the system and with Avianca office of New York.

    3rd Feb :
    -We called again to the Bogota office. (+57 1 587 7700 ext.3276)
    -We talked to Benjamin. He said He doesn’t know anything.
    -We also talked to Mr. Carlos Andres. He said he will check and call back. He said that they are maybe in the TSA office

    -After 30 minutes, I called ICN Korean Air office for Lost and Found. They told me that their Korean Air Employees saw the bag in Avianca area.
    -They picked it up themselves and they put it on board their own selves. The bag is reported to arrive in ICN late afternoon on the 5th of Feb.
    -They told me that I have to pay for the delivery from the ICN airport to my office. I have to pay the delivery charge!

    As seen in above summary, I have missed the most important meeting of my career.
    I have tracked down more than 6 people of Avianca and everyone told me lies. Not once their comment turned out to be true.

    You are lying people and have no respect for customer safety and care. I am writing this same report to ICAO(International Civil Aviation Organization) and will do everything I can until I recieve an officila apology from you which I have not recieved at all until now.

  7. I’m writing on behalf of my Aunt. This is solely to report an incident that occurred earlier this month, while arriving at her destination of vacation in El Salvador Central America; she checked her luggage and noticed that her luggage had been opened. After inspecting the luggage, she discovered the new pair of shoes and perfume collection that was supposed to be gift was missing. Neither my Aunt nor I believe this is TACA fault but none other than the employees working the ramp in El Salvador Airport.
    Hopefully this can be an eye opener, and hope this helps prevent future theft for passengers that utilize your service.
    Thanks for your immediate attention to this matter, as I am sure you value your customers.
    Sincerely
    Jassin Martinez

  8. Hola Avianca, yo soy Natalia. Yo tengo 11 y 2 hermanos de 13 y 16. Estamos con mi mama tratando de encontrar tarifas economicas porque quierremos visitar a mi abuelita Que se encuentra delicada de salud.Quierremos pasajes de Neuva York-Armenia y Armenia-Nueva York. A precios mas favorables. Gracias esi nos puede alludar con esto. Yo quierro a ver a mi abuelita antes de el Nuevo Ano. Gracias, Feliz Ano les deseo. -Natalia

  9. Buenas dias, mi nombre es Ana Vasquez y vivo en la ciudad de arlington va. el dia 15 de ocutobre compramos un pasaje de su linea aerea AVIANCA , ya que mi papi fallecio en tal fecha tenia que viajar al dia siguiente el 16 de octubre, cuando me diriji al aeropuerto de DULLES su personal no querian atendernos especificamente (Jakelin Torrez), su negativa fue por que mi bebe de 15 meses que aun esta lactando tenia que viajar conmigo y yo le dije que pagagaria por el papeleo respectivo, al cual no lo podia dejar, cabe mencionar que la embajada Norteamericana me entrego el pasaporte de mi bebe en una hora,considerando que este tramite hubiera sido para mi un inpedimento para salir del pais lo cual no fue asi.Sin embargo nunca me imagine que podria tener alguna dificultad con relacion a mi vuelo ya que tenia el pasaje comprado y estaba dispuesta a pagar lo correspondiente a mi bebe.En este afan de que su personal se negaba a proporcionarme una ayuda a mi situacion tambien estaba a punto de perder el vuelo mi mama que por la premura del tiempo y lo acontecido tubo que adelantar su vuelo siendo su retorno el 1 de Diciembre 2013,cabe mencionar esto para evidencia de que yo no estaba en viaje de placer, sino huviera sido por la intervencion de mi hermana quien hasta con lagrimas en sus ojos y con toda su angustia suplicaba a su personal que por favor me atendiecen a mi y a mi mama quien siendo una persona mayor necesitaba una silla de ruedas no fue atendida tampoco con consideracion, en ese transcurso veiamos que todas las personas que estaban de tras nuestro eran atendidas para tomar su vuelo respectivo, dandonos con esto a atender su indiferencia y su falta de etica para tratar por igual a sus clientes. Con tal motivo exijo a ustedes su consideracion a este reclamo que presento ahora, pidiendoles el reembolso del costo de mi pasaje, intereses que mi tarjeta me ha estado cobrando y todos lo gastos y perjuicios que me ocasiono su falta de profecionalidad y ayuda al cliente para lo cual adjunto la certificacion del acta de defuncion de mi padre. Espero de ustedes su respuesta lo mas pronto posible

  10. Nota.- Tuve que viajar el mismo dia en American Airlines trasladandome del Dulles airport al Ronal Rigan airport. Anadiendo a mi estado emocional mayor afliccion. No formule este reclamo inmediatamente a mi retorno por que estaba delicada de salud por todo lo acontecido.

  11. Is there really a point here to VENT? Does anyone do anything? I’m so disgusted with the customer service!!!!!!!!!! Does anyone know another number we can call to get something done??? HELP

  12. I have been on hold with customer services for over 4 hours to change a flight that Avianca automatically changed due to weather. There is no way due to weather that I could actually get to the airport to take the flight they have booked me on! This is ridiculous, I will never again book a flight on Avianca!

  13. I flew with Avianca on April 22nd 2014 at 10.50am Form Lima (Peru) to An Jose (Costa Rica). At the arrival I recognized one of my baggage’s wheels not centered any more. It broke and I can’t pull my bag anymore. I went to the counter for baggage claim and got told I have to send an email and the address is on the internet. But there is neither an email-adress or baggage claim to be found.

    So what do I do now? My bag is broken but I’m traveling through the country.

  14. Mi hija Vanessa Hunter viajo a Nic en 5/8/2014 en El Salvador ha estado esperando desde la 1:30 de la tarde. La persona en Customer Service no tuvo la cortesia de explicarle la razon porque el vuelo se cancelo. Ahora yo su madre, Vanessa Ocon tengo que pagar extra a las personas que llegaron a traerla al aeropuerto porque el destino final de mi hija en Nic es Granada. 45 minutos de la capital. NO es mi culpa que el vuelo se haya atrasado en todo caso es culpa de AVIANCA. Falta de profesionalismo y cortesia a los clients.

  15. tengo un problema yo tenia un correo anterior de viajero frecuente, pero no me acuerdo y tengo un nuevo correo estoy viajando ahora frecuente y necesito mu tarjet nueva, espero me la manden lo mas pronto posible. gracias

  16. necesito me envien mi tarjeta de viajero frecuente,estoy viajando seguido y no tengo mi tarjeta
    mandemela a este mi correo. gracias

  17. On 07/09/14 I Called avianca 3 times to purchase round trip airfare ticket using advantage miles. After been put on hold for minimum 10 minutes each time, I got to speak with 3 different people & when I mentioned that I needed to purchase ticket using advantage miles I got disconnected.
    I called back the 4th time & asked to speak with a supervisor, got put on hold for over 15 minutes & never got help. I got so frustrated & didn’t call back.
    My opinion “Worst customer service ever!”

  18. Doctor determined that 2 of my bypass grafts had failed and said I should not fly . I was told to file for a refund.

    Claim filed with Avianca but appears to be lost in space. I am unable to access claim info and despite numerous emails no one can give me status of claim or even give me the Claim Number. Without a claim number I cannot even access web site.

    English speaking persons should be wary of doing any business with this company.

  19. My wife just called me from Miami International Airport crying that your staff treated like a sub-human. My wife’s bags were less than 5 lbs overweight. She explained that a lot of the weight was from medicines that were shipped to her by my drug company. She demonstrated this to your personnel who said ,”Tough lady, we don’t care.” She was then forced to buy another bag and have it wrapped and on top of that you charged her $250.Then you put a red sticker on the bag. When she asked what is that for your people answered that it could well be that the bag would not be placed on her flight, but may come even some days later.Again, she told your employees that these were my medicines and that I was low and needed those in the valise. I have had three heart operations; the last on September !8th of this year.Your people told her again, “tough; sorry we can’t help you.” This is treatment not worthy of Avianca Airl;ines.

  20. We are planning a trip from the USA to Peru to hike the Inca Trail and continue to the Amazon before returning home. I was booking a multi-city flight from LAX>Lima>Cusco>Puerto Maldonato>Lima>LAX with Avianca. I was able to get the flight itinerary I wanted. When I attempted enter our passport names and pay for the itinerary, I got a notice, “We are unable to confirm your selected flights. Please resubmit your request”. I attempted that 6 times. No luck. I then started a chat with Avianca Customer Support (Luis Ibãnez). He told me the reason that I couldn’t get confirmation was that I was an non-Peruvian citizen and that I would have to pay an additional $178.50PP to acquire a ticket with Avianca. (I told him I didn’t see that fee requirement anywhere on their website.) I was told that “If you were to acquire a fare such as the one mentioned, the charge or amount to pay as fee is confirmed directly at the airport. He took our passport names, recreated our itinerary and said he had no problems confirming the flights. I was then told that “when selecting the last leg of your itinerary, I must select “”Unrestricted”” instead of “”Ecomomy””pricing. The total price for two travelers I came up with 6 times was $1805.00 USD.I went through the flight selection process again and clicked “Unrestricted”. The price jumped to $5595.00 USD.
    Luis had no comment.
    The end result is a vote of No Confidence with Avianca. Their website is not customer friendly at all and they are misleading the potential customer with their add-on fees. I just booked with LAN at a slightly higher price and consider the increase well worth it. I have been booking international travel for over 20 years and have have never run across an airline as bad as Avianca. You don’t have to complain about Avianca’s customer service…there isn’t any.

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