avianca

Contact Avianca Customer Service

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.

to leave a comment about your customer service experience.

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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68 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

    • Hey, Avianca never told me about the active volcano and the Manizales airport is closed most of the time, they f’in lie about everything, and endanger everyones lives. Just because they are a Colombian airline they think they can never be sued. These people are criminal. Email me and I can tell you a story.

  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.

  21. Totally disappointed and disgusted by the service, or lack of service, from Avianca when a flight was cancelled without notification, and no help was given for a 24 hour wait. Sent an e-mail and did not receive confirmation of e-mail or any response at all from Avianca. Have travel business in Colombia will not be recommending Avianca. TERRIBLE customer service.

  22. Customer Service Blanca Ascencio necessitate ser movida a un departamento
    En el cual no trate con customers ya que déjà el mucho que desear Su “Servicio”horrible atencion!!!!!

  23. On Dec 17 my wife’s MacBook Air disappeared from seat 21E on flights AV362 and AV570 from Bogota to JFK as she went to the bathroom. On the 18th I called to notify a young man named “Robert” at Avianca but have received no response since then.

    We have tried calling Avianca several times but their automated system is so muddled that the words can’t be understood. The tape just sends you in circles and no one ever answers. It plays promo ads. Its impossible to talk to anyone. They seem to not care at all.

  24. I would like to book a flight from San Jose Costa Rica on March 15 o Toronto Canada and another on March 30 from Los Angeles CA to San Jose Costa rica but I need help

    Bob Barefoot

  25. Absolutely the worst airline experience ever, starting with their IT, which after many years as a Star Alliance partner STILL is not compatible with (at least) the United system and forces you to call in to use. Next, they cancelled my flight from San Fran to San Salvador and (again) as a result of poor IT took 2+ hours to re-book me, barely making my next flight. They then proceeded to lose my luggage- another customer care disaster starting with just getting through to a competent human after hours. Then ZERO follow up over 4 days during which I spent a small fortune replacing much of my lost items. Finally, with no notice my bag shows up at the hotel. Now I have to write a letter to START the process of reimbursement for which no one can actually tell me the policy or how long it will take to get a check. Stay tuned for an update on that…..

  26. WORST AIRLINE CUSTOMER SERVICE IN THE WORLD I have ever dealt with in my LIFE! I fly every two weeks, so I know what good customer service with any airlines entails.
    Avianca just likes to transfer your call to one department to the next (from él salvador to Colombia offices) and when they can’t find a solution for you for something as SIMPLE as changing a flight date. The transfer you to “customer service line” which doesn’t even work!! It puts you on hold for 20mins then disconnects the call. I have been calling them for 10 days trying to settle this and now one of their representatives Daniel Cascano, Daniela Amaya were extremely rude to me and would yell over my voice when they couldn’t find a solution. THANK GOD this particular tix isn’t for me and I am not flying this airlines. WORST AIRLINE CUSTOMER SERVICE IN THE WORLD!!!

  27. I wish I had read these comments before I booked with this airline. They are terrible and I think maybe dishonest. I was booking a flight and their system would not complete the booking. I got a message that the system timed out. Then when I tried to book the ticket again, it was almost $300 more! I booked a different departure. Less than 48 hours later the original flight I tried to book was back to the original price. When I contacted the airline to ask about this and to see if they could change my flight without incurring the fee, they said that if I had reported the problem when I was booking it they would waive the fee. How was I supposed to know this was an error and not price gauging? I wish I could cancel the entire flight, they sound like an awful airline.

  28. Kiero information Ke el el servicio y atencion Ke ustedes brindan
    Es de inaceptables cuando me cobraron $499
    Por recargos en el aeropuerto y tambien
    El vuelo a llevado a mi esposa votada en Otra cuidad Estoy muy
    Desconcertado con esta situacion dejare saber a los medios publicos Como se aprovechan
    De los clientes para lucrarse sin importarles
    Cuando algien se Ke keda votada en una ciudad Ke no era el destino final
    KE DESAGRADABLES ES AVIANCA
    nunca mas la volvere a utilizar

  29. I flew last June 22Th from Dulles International to Bogota. Fly was very good. Fly Attendants very professional. Then, I flew from Bogota to Caracas, Venezuela. My God! terrible customer service. I asked one of the fly Attendants to let me move to an empty seat just in case the fly was not a full fly. She just told me no. About 20 minutes later, I moved ( on my on did not ask anybody ) to an empty ( there were easy about 20 empty seats ) The same fly attendant I asked earlier , came to me saying ” I TOLD YOU” I was like what ..you told me. She kept on saying that the plane would lose its balance because it was very sensitive to people moving around. So , You telling me that this plane is not safe. Then ,it needs to be put out of service. A little argument between us erupted. It finished when she said ” Of course, he’s a VENEZUELAN , ONLY A VENEZUELAN CAN DO SOMETHING LIKE THIS”. For Jesus sakes, How would she said some like that.
    In any case, TERRIBLE CUSTOMER SERVICE. She rather let a customer suffer and would not help it to aliviate his/her misery of being crushed by two a little big women with a little girls in therir keens and bags under their seats.

  30. On July 10th 2015 we flew from Amsterdam to Bogota with a connecting flight in Panama City. This Transfer was with Avianca. We had a nine hour delay. Customer Service was very bad. We had to move from one gate to another all , there was no information whatever. We (my husband and me) got 3 times a boarding pass, the plane will leave within one hour. But they were nine hours. The colombian passangers got a compensation in the form of miles, but since we are foreigners we were asked to fill in our names flight numbers and e-mails adresses. Which we deed. We would hear from them within 5 days. Today is august 21st. Nothing. Then I Bogota on august 31st we were again at cutomers office at the airport. We had to wait a long time because the three women who were there were busy having a conversation about what and where they will have lunch. Finally we filled in a form, got the copy and they told us within 10 days we will hear from them. Until now nothing. According to the international norms we should get a compensation for the nine hours delay. All the colombian passangers got miles and also an hotel night. Because we already had reserved and payed our airport hotel in Bogota(we had a connecting flight early in the morning) they didn’t need to pay for this. We could only use our hotel for three hours! we arrived there at 5 am. What a bad customer service! If this would have been Lufthansa then everything would have been settled quickly and correctly. My daughter is now flying to Bogota, we adviced her not to fly Avianca. I am still waiting for a reply from them.

  31. Buenos días.
    Viajo desde Washington DC a Bogotá y quiero saber cual es el costo cuando se pasa del peso el equipaje. Es un precio en general? O es un precio por kilo adicional?
    En espera de su respuesta, gracias.

  32. Indifferent check in desk. There was no lounge even though we were traveling business class. After pressing several times the check in lady indifferently said that we could try using the China air lounge. The lounge was not open nor there a sign for it. Had we known this we would not have come so early to the airport. When we checked in on line this should have been made clear!!

  33. Dear

    I took flight from Medellin to Bogota and to Sao Paulo on September 19/2015 after attending the 21st UNWTO GA. On my way I used to stay in VIP lounge as I have been in business class. In this course I lost my external hard disk of 1 tb containing different personal and public documents, pictures and videos. I am not sure whether I forget it in the aircraft or in the VIP lounge. I look forward to know from your esteemed company in case it is found.

    With Best Wishes
    Assefa Kessito
    Head of Office of the Minister
    Ministry of Culture and Tourism of Ethiopia

  34. Mi esposo y mi hijo de 4 años Viajamos de JFK a Pereira Colombia,por Avianca con conexion en Bogota, en Sept. 30 llegando la mañana de  oct 1.
    en Bogota nos hicieron esperar mas de 3 horas  sin un reporte fijo del estatus del vuelo que se esperaba todo debido a inconvenientes meteorológicos (que se entienden)
    Luego cuando llegamos al aeropuerto de Pereira no llego parte del equipaje incluyendo el coche de mi niño.

    De regreso a N.Y en oct 10 tras demorar en abordar AV242 PEI/CTG  nos hicieron esperar mas de 2 horas  dentro del avión
    Luego comenzó a llover y demoraron alrededor de una hora  más, esperando  que dejará de llover y por decidir q se haría
    En fin cancelaron el vuelo y nos sacaron del avión  por q la pista no se secaba cosa que era obvia pues estaba  lloviendo un torrencial más era una noche fria,  todos pasajeros estábamos calmados y entendíamos q por la pista mojada no podía despegar el avión pero sabíamos q nunca  HibA secaria  pues no paraba de llover y era injusto q nos mantuvieran en el avión encerrado lo justo era q nos sacarán del avión antes.
    Luego  el personal de Avianca irresponsable  y poco cortes manejo la situación como si no fuera de importancia habían alrededor de 3 niños un infante, mi niño que estaba enfermo y con medicamentos  de 4 años y otro de como 10-12 q debieron recibir prioridad junto con una señora mayor de edad  en silla de ruedas, se nos ignoro por completo fuimos atendidos a lo ultimo para darnos transportación y hotel, mi niño tocó cargarlo en brazos por 5 horas sin coche frente al counter de Avianca ignorados por los agentes  igual q la otra mamá y infante que fue la única q se pudo sentar en una silla q pedimos para ella,los demás  sentados en el suelo.
    Ese personal no está preparado para este tipo de panorama obviamente. Caos total.
    En fin nos dijeron q nos recojeran a las 6:30 en el hotel (pues y que el vuelo saldria a las 9:30 )y nunca llegaron tocó llamar a un taxi y cubrir los gastos.
    Llegamos a las 7:30 al aeropuerto para formarse otro escándalo entre pasajeros y personal de Avianca q nuevamente nos trato como si no fuéramos nadie.
    Viendo otra vez q estabamos con niños no hubo prioridad ni respeto y en fin salimos de la sala 2 horas pasadas de la hora asignada.
    Me toco como madre pasar adelante y colocarme en la primera posición de entrada pues nunca el personal llamó por nosotros ni los de en silla de ruedas.
    En el avión  AV242 CTG/JFK
    les pedi a las auxiliares  por leche para poder darle un poco a mi hijo q no había comido bien por toda esa noche y me dijeron. Que NO tenían leche,
    Me extraño tanto, luego fue cuando  después de 3 horas de vuelo me di cuenta q alguien frente a mi pregunta  por leche para su café y buscaron una leche y le dieron, me enfureció tanto la injusticia q le comente a la auxiliar de vuelo que por que me había negado la leche para mi hijo que Cómo es posible que se le haga eso a un niño.y ella me respondio sarcásticamente, “hay señora por Dios..”para luego darme lo que sobró de una cajita de leche.

    Ahora ustedes Avianca al leer mi historia encuentran eso justo??
    No creo, siempre e viajado a colombia por Avianca y la e recomendado todo el tiempo.
    Este viaje con Avianca fue injusto y humillante.
    Lamentablemente me voy a encargar de colocar en todos los espacios de Avianca mi parecer de ustedes.
    Rating negativo pues no encuentro que sea justo que otras personas pasen por lo mismo.
    Esta es la información de nuestros vuelos
    AV242 /PEI /CTG
     oct 10
    Yesenia santiago

    Esperamos poder darle otra oportunidad a Avianca en el futuro, todo depende de la respuesta q tenga departe de ustedes, no todo es negativo sus aviones son impecables la comida y bebidas muy bien, la limpieza perfecta y los pilotos muy amables y cordiales por eso gracias.
    Gracias por su tiempo y espero mejoren los servicios de calidad del resto del personal.
    Sra. Yesenia Santiago -Morales

  35. Flight 244 landed tonight
    But lights and A/C shut off doors weren’t opened
    It became uncomfortable
    Very surprised this happened!

  36. On 10/18/15 my parents took flight on your airline from Orlando to Bogota flight 29 with connection to Medellin; my parents are senior in their 80’s and even thou we were apprehensive on letting them fly by themselves, your reps assured us that they will be taken care of. I want to write and thank you for the care you had with my parents, they were very happy, impress and overwhelm with the kindness and care that everybody provided them since the moment we arrived at the Orlando airport until they were handed to my brother in Medellin.

    We are very thankful for your attention towards my parents, too bad that everything was not as good and we have to make a huge complaint regarding the luggage.

    My parents had 2 suitcases each which we packed very careful because two of them had some crystals in them. We even borrowed one of those hard suitcases to make sure their safety arrival.

    We were not notified when we checked the luggage that the suitcases were going to be open away from our eyes. I do not know who specifically opens up the luggage but whoever does it does a terrible job. The locks were broken, the hard suitcase has, I mean had, a special key therefore “they” took a school driver and force the suitcase in such a manner that broke the whole thing, “they” took out the contents and stuffed them again in which every way they could and I bet you can guess what happened – the crystals that were very well packed broke and they are all garbage now.

    The other 3 suitcases were also forced open and from one of them items are mysteriously missing.

    I remember long time ago when the luggage was open right before in front of you and then it was check in. So now we don’t only have to pay for any ounce over the weight limit, we are restricted to the max on what we can carry we have to endure the damages and losses that the airport employees provoke and I believe this is not fair. Things get broken into, damage and stolen. I would like to make a formal complaint and refund request on the items that were broken, damage and stolen. I would also like to request that those employees go through a more severe training in order for us the passengers don’t have to go through the same circumstances over and over. After speaking with other people I verified that many have gone through the same treatment.

  37. Viaje a Medellin con mi amiga al regreso volamos en Avianca medellin- New Yokr , nosotras somos staff de dos diferentes aerolíneas de los EEUU , cuando llegamos al Tkt counter Jaison fue súper amable apenas sin preguntarle cómo estaba el vuelo nos dijo tranquilas el vuelo está abierto súper amigable , pero cuando llegamos al gate la cosa fue diferente , primero había 3 agentes en la puerta , así que hicimos línea ellos no sabían que éramos staff , nos ignoraron completamente, pasmos paradas ahí en esa línea 1O minutos hasta que los niños terminen de conversar , no hubo un ya les ayudamos ,o mientan algo pero no ignoren a los pasajeros y más cuando estamos al frente de ellos , finamente vino otra niña y nos dijo q les puedo ayudar , le dijimos estamos en lista de espera , oh ok ya les llamo , cuando nos llamó nos dio el asíento con mama gana ,, al momento de abordar no hubo un orden solo primera clase y los demás , parecíamos ganados todos tratando de entrar al avión , con todo respeto , deben enseñarles a dar un buen servicio al cliente , , Nose si así es la forma de abordar de uds , si es así? fatal , debería haber un orden ni anuncios hubo de porque el vuelo estábamos un poco tarde , , y así uno se viaje en lista de espera , también somos pasajeros y algo estamos pagando, lo primero que siempre me dicen a mí la aerolínea que trabajo es tratar a todos con respeto , y eye contact .. Así en Medellín bien por Jaison que hizo un buen trabajo , pero los 3 en el gate pésimo lamentablemente no pude saber sus nombres,

  38. Customer Service,

    I lost my Note 2 phone on the Avinca 593 on November 6th. Leaving LAX T 12:20 PM.

    I need to contact an Avianca customer service manager. I need the manager to do an honest attempt to loctate my phone. My daughter has called twice and she was told that “my phone has not shown up”. I believe that this is not an acceptable answer.

    I left my phone on the pouch in front of my seat. I believe that a cleaning crew member has my phone and a cleaning crew manager should be a ble t locate and return my phone to me.

    Thank you so much for your quick respond to my request.

    Orlando Ochoa

  39. This morning, I have called 3 times, been disconnected 3 times. Need to find out how to send a letter from the doctor explaining why we could not fly out from LAX to Nicaragua on November10, 2015. This is NOT good PR.

  40. Hi,

    I have booked several flights with Avianca in a couple of weeks, I have a frequent travel number from Miles&Moreand i like to add the number to my flights, because Avianca is part of the Star alliance… how do i do it?
    Thx
    Alex

  41. Hi there,
    Can you please let me know what you do if we miss a connecting flight at San Salvador airport and the next flight isn’t until the next day?
    Thank you

  42. Haven’t got the luggage over now 48 hs ! No one at the call center or the airport seems to be able to help me in that way.
    All my medicines and personal items are in it and I need them urgently.

  43. Buen día
    Me gustaría que me ayudaran, porque en octubre compre un billete para mi prima y lo quiero cancelar
    Me podrían dar un teléfono de contacto o email para hacer esto.
    Yo vivo en Londres viajamos a Ecuador guayaquil

  44. Buenas tardes, es la 1:18 pm y tengo desde las 10:45 am tratando de hacer el cambio en mis tickest, la llamada se colgo como 3 veces y hable con una supervisora Brenda Montes la cual me paso con un representante por que habian conseguido como 3 tarifas distintas cada representante, el ultimo con que ella me paso para hacer todo como habiamos quedado estaba pidiendo mis datos, los tomo todos y se volvio a caer la llamada, volvi a llamar y el sgte representante intento ubicarla y me dijo q estaba en una reunion, el estaba mirando mi caso y me dijo que el representante anterior no habia hecho nada y el tendria que empezar de nuevo, ke dije que tenia 2 tickets(el de mi hijo y mio) y le di las fechas y me dio el precio y le dije que estaba bueno PERO queria saber el de mi hijo tambien y me respondio que primero me tenia que hacer un profile, le respondi que ok pero que no haga cambios hasta saber lo de mi hijo tambien por que tenemos que viajar juntos y me dijo que no me preocupe, me dio un precio super alto y le dije que no que por favor me pasa con BRENDA MOLTES(Supervisora) la que me habia ayudado pocos minutos antes y me dijo que seguia en reunion y me paso conROCIO CORNEJO(otra supervisora) ella me dijo que escucharia las llamadas anteriores(las grabaciones) y le dije que por favor lo haga por que la tarifa era distinta y no el representante anterior o yo teniamos la culpa que se haya colgado la llamada y ella me dijo que me llamaria, luego veo en mi email y hicieron el cambio de mi pasaje y yo le habia dicho al chico que no haga nada!! estoy molestisima!! 3 horas en lo mismo y no puedo hablar con Brenda, hable con Alejandro y me dijo que le iba a dejar mi telefono a Brenda, que estaria 2 horas en la reunion y me llamaria, espero que lo hagan, o necesito que alguien lo haga hoy mismo, el telefono de mi oficina donde estare hasta las 7 pm es 305-648-2252. estoy en Miami para que vean la diferencia de horas . Gracias. Lurdes Basurto

  45. Buenas tardes, es la 1:18 pm y tengo desde las 10:45 am tratando de hacer el cambio en mis tickest, la llamada se colgo como 3 veces y hable con una supervisora Brenda Montes la cual me paso con un representante por que habian conseguido como 3 tarifas distintas cada representante, el ultimo con que ella me paso para hacer todo como habiamos quedado estaba pidiendo mis datos, los tomo todos y se volvio a caer la llamada, volvi a llamar y el sgte representante intento ubicarla y me dijo q estaba en una reunion, el estaba mirando mi caso y me dijo que el representante anterior no habia hecho nada y el tendria que empezar de nuevo, ke dije que tenia 2 tickets(el de mi hijo y mio) y le di las fechas y me dio el precio y le dije que estaba bueno PERO queria saber el de mi hijo tambien y me respondio que primero me tenia que hacer un profile, le respondi que ok pero que no haga cambios hasta saber lo de mi hijo tambien por que tenemos que viajar juntos y me dijo que no me preocupe, me dio un precio super alto y le dije que no que por favor me pasa con BRENDA MOLTES(Supervisora) la que me habia ayudado pocos minutos antes y me dijo que seguia en reunion y me paso conROCIO CORNEJO(otra supervisora) ella me dijo que escucharia las llamadas anteriores(las grabaciones) y le dije que por favor lo haga por que la tarifa era distinta y no el representante anterior o yo teniamos la culpa que se haya colgado la llamada y ella me dijo que me llamaria, luego veo en mi email y hicieron el cambio de mi pasaje y yo le habia dicho al chico que no haga nada!! estoy molestisima!! 3 horas en lo mismo y no puedo hablar con Brenda, hable con Alejandro y me dijo que le iba a dejar mi telefono a Brenda, que estaria 2 horas en la reunion y me llamaria, espero que lo hagan, o necesito que alguien lo haga hoy mismo, el telefono de mi oficina donde estare hasta las 7 pm es 305-648-2252. estoy en Miami para que vean la diferencia de horas . Gracias. Lurdes Basurto

  46. My partner booked tickets to fly to Ecuador originally for two reasons. He supports a boy through World Vision and we wanted to visit. Secondly we are both retired and looking to see if we wish to stay in Ecuador for our winter months.I had no idea that Quito was 9000 ft above sea level. I have friends who live in Cuenca who lived originally in my town in Canada and they told me that I should go to the doctor and get some medication as I may experience breathing problems. That has happened to me in the past in Hungary in the mountains. We have a credit with Avianca however what they are charging us is more than the flight to rebook. We tried to change the flight to go into Guayaquil instead of Quito from San Salvador where we land. There is the two flights from San Salvador on the same day. If necessary I would have taken the medication however my doctor told me I had a heart murmur and my partner is concerned. I have a new doctor and he does not know my medical history. I am pretty healthy for a 72 year old and travel frequently but had I known before my partner booked the flight how high Quito is we would have booked lower altitudes and I could stay in Quenco near my friends. We found out when we got materials from the Ecuadorian Embassy in Canada and through our friends AFTER we booked. We only want to change the second part of our journey from San Salvador to Guayaquil and we are hearing that it will cost us over 240.00 and we have a credit of 728.00. The trip was originally $677.00 and is still about that price.
    This is the first time I am writing about this as my partner Joseph Ambrose Somers has been dealing with the call centres. He is 80 years old and in good health as well but this situation which was going to be a fun adventure and a pleasant journey to celebrate my retirement has become a nightmare and causing undue stress instead of being happy to go on this long awaited trip to see the boy he has sponsored for over 10 years and to explore Ecuador which I hear is just beautiful. I sent a doctors note but they are saying that is not sufficient and I will go today to get the report on the Echocardiogram that was taken. My doctor is being cautious as I had three brothers die of heart disease. 2 at 45yrs. old and 1 at 32yrs. old . My father died at 51 yrs old, so yes I am being careful. I exercise everyday and just retired at 72 as an executive with immigration. I hope this situation can be rectified so we can look forward to a fantastic celebration in Ecuador for two reasons. Joe can see the young man he has sponsored for over 10 years and we can explore Ecuador for future trips or to stay there like our friends. Hoping whoever reads this letter can help. I have not personally talked to anyone as Joe has been handling this and he is so upset which I do not want to see at his age.

  47. So I call to ask some simple questions about my Grandmothers flight to El Salvador. One because she is an elderly woman and two just to make sure we had added on a wheelchair and additional questions about luggage prices. I gentleman by the name of Alejandro Davidia picked up.. He asked me for a 13 digit flight number, I told him i didn’t have that number, he then took one big breath and sounded upset when I asked him if he could look it up through her last name. Let me tell you guys something, as you already know customer service is everything to a company.. And if you’re going to have your employees treat people that way your company is bound to fail over the years. Alejandro’s job must be so hard, he must sit at a desk all day and pick up the phone.. Someone please tell his ass to appreciate his lazy job and help the people that pay money for these flights that essiatially keeps him employeed.. Sorry for the language and I don’t expect an email back. I just wanted to tell you how dangerously frustrated I am that idiots like Alejandro still get hired.

  48. We had really bad experience with one of my lauggege . We was traveling from England and when we arrived to Guatemala my lauggege was destroyed …
    My set of pans where squash … Not very happy not sure how I can get a compensation for the damage .

  49. Reservación YXQ065
    Recibí autorización de Avianca para exoneración de penalidad por cambio de fecha de vuelo por razones médicas. No pudieron realizar el pago de la diferencia de tarifa por teléfono y me indicaron que fuera a la oficina más cercana.
    La Srta Ana Valencia de la oficina de Pardo en Miraflores me exigió el pago de la penalidad más el cambio de tarifa y que reclame después. No había Manager en la oficina y tuve que pagar. Voy a bloquear ese pago, pero quisiera saber quién me podría ayudar. Ya estoy en Florida. Tlf 561-289-1918
    Gracias, siempre he tenido buenas experiencias viajando con Avianca.

  50. Worst experience ever I was on the phone for 1 hour cause they couldn’t find out which department to send me too just keep transferring me to more & more people who didn’t know shit I want my refund

  51. I’m seating in plane about an hour already in Miami International Airport for a technical problems but only once say something about it back to the terminal…better do something I’m behind schedule already. Unacceptable if going in business to colombia using old planes.

  52. I purchased 3 tickets through Travelocity for June 21, 2016 from Leticia Colombia to Bogota. I called my credit card company tonight and found out that not only had avian a billed my account for the three tickets but now had another $148.00 charge pending. I have gone around and around with Travelicity who know nothing and take no responsibility. I sure wish, like others, I had read the reviews here prior to messing with these guys or Travelicity. They are ridiculous.safe travels to all who read this

  53. Estimados agentes de AVIANCA
    Un cordial saludos
    Esta presente es para saber
    Cuantos equipajes puedo traer de regreso a mi pais
    Soy de Panama (pty) con rumbo India (mumbai in)
    Mi booking ref: 6WSRKI
    Y mi ticket: 176 9774769937
    RAWAT/ZEINAB
    Mi trayecto de escala es de
    Panama City, Pa a Bogota, Co y de Bogota, Co a Madrid, Es
    Con ustedes y
    de Madrid, Es a Dubai, Ae y Dubai a mumbai, india con Emirates
    Mi trayecto mas largo Es con AVIANCA por tal motivo se me permitio trer 2 equipajes de 23 kilos
    Quisiera saber si de la misma manera puedo traer de regreso 2 equipajes de 23 kilos ya Que nuestros boletos dice total 30 kilos

  54. Please may I bring forward my 10th March flight to early next week on compassionate grounds. My 91 year old mother is suffering from heart condition and I should be with her as next of kin. StarAlliance airlines are normally very goof in these circumstances – our family had much experience with Singapore Airlines and Swiss. Please reply soonest do that I cab reassure

  55. Please may I bring forward my 10th March flight to early next week on compassionate grounds. My 91 year old mother is suffering from heart condition and I should be with her as next of kin. StarAlliance airlines are normally very goof in these circumstances – our family had much experience with Singapore Airlines and Swiss. Please reply soonest do that I can reassure

  56. Please may I bring forward my 10th March flight to early next week on compassionate grounds. My 91 year old mother is suffering from heart condition and I should be with her as next of kin. StarAlliance airlines are normally very goof in these circumstances – our family had much experience with Singapore Airlines and Swiss. Please reply soonest do that I can reassure my mother.
    I’d be most grateful.
    Yours sincerely,
    Ruth Lambert

  57. I would like to make a complaint about the service your airline has provided. I am absolutely disgusted at how you treat your passengers. My elderly mother was on a flight from Bolivia to London (AV0120) and your flight was delayed when she reached Colombia. She had to wait for 24 hours for the next flight. You did not assist her, you did not provide accomodation for her like other airlines do, you did not even provide a complimentary meal especially considering that this delay was your airlines error. My mother suffers from severe back problems and clearly your airline could not care less. i will see to it that your airline suffers the consequences for your actions.

    Does your company actually realise the amount of elderly people on the flight and you expect them all to sleep on the floor? Like animals? That is the most pathetic service i have ever seen from any organisation i have ever encountered. i will see to it that everyone knows about how ridiculous your airline is. Definitely the worst, and from what i can see i am not the only person who feels this way. i honestly hope that your business does not grow, the way you are treating people should be illegal. Greed is the moral of your airline, you will take the money from people but you cant even provide any appropriate service!

  58. Avianca,

    As you know, Bogota airport has been impacted by an electrical downtime on Thursday the 10th of March which delayed domestic and international flights. Our flight from Santa Marta to Bogota was then delayed by 3 hours. Worried about our connection from Bogota to London and then from London to Dublin, we asked your employee at the check in desk to check in my boyfriend, my friend and myself to the flight to Bogota. We also asked your flight attendants at several occasions if they could warn our next flight to wait for us but we’ve been reassured that all the flights would be delayed anyway and that we wouldn’t miss it. Fully confident we would get the flight, we rushed in Bogota airport to the connection flights desk where we were told that the flight left about 20 minutes before we landed. Fair enough, it happens. But this is where we were let down by your company. We were then referred to the Avianca desk to be put on another flight so we could go home as soon as possible. There were about 50 customers of yours in the same situation as us waiting to be reassured and taken in charge. At the Avianca desk, there were 5 employees of your company completely disorganised, as lost as we were, barely speaking English, not responding while we were asking questions, dealing with several customers at the same time without solving problems, leaving their desks without letting us know when they would be back, not providing us with our rights. That is by far the worst customer service experience we had in our entire lives. After fighting we managed to be booked on the next flight to London on Friday. When we asked about our connection flight from London to Dublin, we were told that it was our responsibility to book us in on the next flight available with British Airways. It was 2 in the morning and we were fighting to be heard for the past 3 hours so we decided to let that go and we assumed that you were right letting us taking care of our own bookings. At this time of the night, all your customers in the airport were tired and needed to rest. The stress of the situation and the lack of information provided by Avianca were starting to get on the people’s nerves. We asked for a place to sleep and we asked for an access to your lounge to be able to rest as we were supposed to wait 24 hours in the airport for our flight. Of course we were told no by your employees saying that it was due to weather conditions and that they were not able to let us access the lounge and that they couldn’t pay for a hotel for us. We were kindly asked to book a hotel by ourselves. This is when people started to get extremely upset threatening legal action against Avianca. We were provided complaint forms to fill in if we were not happy with it. How nice! Some customers bilingual in English and spanish were kind enough to translate for us otherwise we wouldn’t have understood a word of what was going on. After another 2 hours fighting to get a place to stay, your customer service finally agreed on sending us to hotels. The reason why it wasn’t done before was that first the lounge was full of customers in the same situation as us and then that the hotels were booked out. And again, that’s fair enough but it should have been said straight away to reassure us. We were told to wait until 7 am in the airport for the shuttle to bring us to the hotel. We were physically and mentally wrecked. We decided to get some sleep on the floor of the airport as so many other customers were doing the same. We woke up at 6 am and the national TV was interviewing Avianca customers on their experience. The cameraman was filming us sleeping on the floor. At 7 we were sent to the hotel for the day with a breakfast and lunch vouchers. We were back at the airport at 7.30 pm to check on our luggages and on our connection flight. Here again, we were told by one of your supervisor that we shouldn’t worry and that our luggages will be in Dublin at the same time as us. My boyfriend spent over an hour at Acianca luggage tracking desk trying to confirm the location of our bags and to make sure the bags would be on the flight for London. He gave all the details of our flights asking your employees to ensure the bags would be with us. Again, we were fully reassured the bags would be in Dublin at our arrival. Also, we were again told that it was our responsibility to book us in on the next British Airways flight available. My friend talked to one of your customers who was in the same situation as us and told us that it was the company’s responsibility to book us is on our connection flight. What a surprise! She then went to an Avianca check in desk and guess what? Your employee checked us in on the connection flight! What a joke… My boyfriend and myself were trying to bring gifts back to our family so we spent a bit of time in the airport and he managed to buy bottles of alcohol for the family. We asked the employee at the till if we were fine since we were going to London and then Dublin and we were kindly reassured that it would be ok of course! It’s not everyday we are making such a journey away from home so let’s treat ourselves after what happened! We were on the flight as scheduled at 11 pm however we had to wait 2 hours due to shuttling on the runway as well as security checks from local authorities on the plane. At this stage nothing was surprising but at least we were on our way back home. We arrived on time in London and ran to the connection desk again to ensure we would get our boarding passes on time. We arrived at the British Airways desk and the employee there confirmed the booking. And funny enough, she found me twice on the same flight! Again, not surprising anymore! At least I was booked in! We arrived then at security in Heathrow and that’s my boyfriend’s turn. As the bottles bags were not sealed accordingly to the security rules in Europe, he couldn’t take his 100 euros purchase with him on the plane. This is when I started crying. The entire Bogota airport and Avianca experiences were a joke. As if you never wanted people to come back to Colombia! There we met one of your customers who told us that he got on to your customer service over the phone and he got his flight refunded, he got from you acces to the lounge, a hotel room straight away, he even got a voucher to buy clothes! What a lucky Avianca customer! We finally took the plane to Dublin and arrived at 7.30 pm. My friend’s bag came out one of the first from the baggage carousel and after 20 minutes waiting, no sign of my boyfriend’s or my own bag… Great news as the car keys were in his bag and we live in Cork, 3 hours drive from Dublin. My house keys were in my bag so I couldn’t even get inside my own house. We then went to British Airways lost luggage desk in Dublin airport where they checked the location of our bags. It turned out that the bags were scanned 1h50 after we left the gate meaning the bags were still in Bogota and were never on the plane after all the reassurances of your staff in Bogota. My boyfriends father had to do the journey by train to give us the spare keys to be able to take the car back. It’s Sunday afternoon and we are still on our way home. Basically more than 48 hours later than planned. I had a birthday party of one of my best friends yesterday and another friend was visiting me this weekend and is now gone back to France.
    We are still not fully realising what just happened but we have never felt such let down by a company. Nothing went right, there was absolutely no consideration whatsoever of our situation. It is a shame to treat your customers this way. There was no consistency between services offered to your customers and our lack of spanish knowledge was probably our biggest let down. Again, physically and emotionally we’ll need some time to recover from this nightmare. You are promoting international connection Avianca but treating your customers this way is showing that there is still room for improvement.
    So, Avianca, I would like to be contacted by your customer service and we are 3 customers willing to get a full refund on our flight tickets. I’m looking forward to hearing from you to resolve the situation if not we will be more than happy to seek legal advice if needed.
    Yours truly, 3 dissatisfied Avianca and El Dorado Airport customers.

  59. hello avianca
    my name is WU HUAI-ZE, I had took Avianca airline from bogota to Lima on 01/04.
    booking number:2NTYDY
    Unfortunately, our flight was delayed for unknown reasons , we have to wait for couple of hours without anyone provide us a glass of water. im very doubtful how flight attendant how to deal with this situation properly. it was a poor flight experience.

  60. I am extremely frustrated with Avianca customer service. For the past 3 weeks, I have been trying to get a copy of my ticket payment (a very simple request) with no success. I am a Lifemiles member and the times I’ve called the only thing I have been told is to email cicallcenter@serviciodeatencionavianca.com (an email that doesn’t work and bounces back). I need this receipt urgently for office reimbursement purposes but so far nobody has been able to help me. Also, the phone numbers listed in your website are not hiperlinked so you have to manually copy them in a paper to call. The website needs to be streamlined, and only useful information needs to appear (not a ton of extra useless things).

  61. I was a passenger on Avianca 794488 on March 29, 2016 . I must say that I have never experienced customer care from an airline like I received at Avianca . First of all , due to our plane being held on the airfield in Bogota , we missed our connecting flight to Houston Texas. I was 5 days post op from surgury . I was in miserable pain as you can imagine . The customer service at United who had our connecting flight arranged for us to fly on the next flight which was about midnight. I was made to sit in the airport chair or lay on the floor for 22 Hours : I presented my medical letter asking for arrangements to everyone at Avianca : I even called the customer service , the airport authority management was in a meeting off campus : I it has been one month and I haven’t cotton over it yet : I was not supposed to be sitting let alone 22hours : can I say nobody cared : I begged while crying to lay down in their area which was labeled for children and persons that require attention , this went nowhere : I have never met a more cold group of people : everyone kept saying ; you are not our responsibility ; at one point the airport paramedics where called , they asked if I could lay down as well. Now I want to say that I layer on the floor and sat in chairs for 22 hours while just 20 feet away was a mostly unoccupied sofa in the Avianca room which they used for kids for for the staff to take breaks , laugh, talk and what ever , while I lay on the floor : I deserve some compensation for this pain and suffering I had to endure : I will never fly Avianca again. The trip in Colombia was nice but the niceness was completely spoiled by the horrible treatment that I received coming back . Oh this is the worst part except my pain that I’m still enduring ; when they find out you don’t speak Spanish you are treated even more harshly : nobody wants to take the time to google translate : it’s like they are afraid of English . If you want to continue to service outside of Latin America then I suggest that everyone at least have some basic English skills or be willing to at least use a translate service .

  62. Solo para dejar un prescedente. La niña de counter en Dulles airport…me hizo algunas preguntas sobre que había comprado…por si algo me falta en las maletas. Gracias . Vuelo a bogota a las 4:13pm en hoy abril 25 de 2016

  63. **Travelers Beware! My wife and I canceled a flight to Costa Rica a month before our trip due to the dangers of the Zika Virus. The Zika virus is extremely dangerous for pregnant women in the first trimester, leading to brain defects or miscarriages. As you all know my wife is pregnant and that is the reason for canceling. The hotel we booked with gladly refunded our money due to the obvious dangers. Avianca airlines has rejected our refund. My question to Avianca Express NY is, if the health of an unborn child is not a good reason to cancel a flight, then what is? Please share the status to educate fellow travelers.

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