Avianca Airlines Customer Service Issues

Hello, I wanted to thank you for your assistance, which was greatly appreciated. I made a flight reservation from Cancun to Buenos Aires for July 29, [redacted], with booking reference 4GY993. Although I received a confirmation for the booking and noticed the debit on my account, I later received a cancellation email from your end, which I have attached for reference. I am unsure of the next steps to take. I prefer not to make a duplicate booking and would like to resolve the issue with my original booking to secure my flight. I am confused about the reason for the cancellation, as I believe I followed the booking process correctly. Please assist in correcting the fault in the booking or provide guidance on what needs to be adjusted. I intend to respond to your email and choose the "NO" option since this matter still requires attention. Additionally, I tried calling your support telephone numbers without success. Kindly provide the correct working number, including all digits, as I am contacting you from Auckland, New Zealand. Thank you.

Subject: Issue with Flight Booking 4GY993 Hello, I appreciate your assistance regarding my recent booking from Cancun to Buenos Aires on 29 July [redacted] under booking number 4GY993. After receiving a confirmation and having my account charged, I was surprised to receive a cancellation email. I am hesitant to rebook to avoid any duplication and would like to rectify the original booking. I am unsure of the reason for the cancellation as I believe I completed the booking process accurately. I will respond to your email selecting the option that this issue is unresolved. Additionally, I encountered difficulties with your support telephone numbers. Kindly provide me with the correct working number as I am contacting you from Auckland, New Zealand. Thank you for your attention to this matter. Best Regards, Don V.

I made a booking for a trip to Colombia with Avianca, starting from London to Bogotá on the 10th of February, then Cali to Barranquilla on the 18th of February, and finally a return from Cartagena to London via Bogotá on the 5th of March. Shortly before my trip, I received an email informing me that my Cali flight was rescheduled to the 19th of February. I couldn't find an alternative date that worked for me, but unfortunately, Avianca did not offer a refund or allow me to change the flight details. After struggling to contact them by phone or WhatsApp, I eventually booked a different flight with Latam. At the airport, an Avianca agent advised me to request a refund online solely for the Cali to Barranquilla leg. When I followed this process, I got a confirmation that the refund was requested, but I couldn't verify the status through the link provided. In Bogotá, another Avianca office confirmed my refund request. However, days later, I was shocked to find out at the airport that my ticket was blocked due to this refund process, leaving me unable to fly back as planned. Despite contacting customer service for over three hours, no solutions were offered besides submitting a complaint.

Subject: Refund Request for Ticket # [redacted][redacted] & [redacted] Hello, my name is Bebe Stewart, and I'm reaching out about a refund issue with my recent flights with Air Canada and Avianca. My partner, James Dinkel, and I have been trying for almost a year to get a resolution for the overcharge we experienced during our trip. We were billed for the weight of our luggage, even though it was actually under the limit. This occurred during our flight from Aruba to Bogota when we had to pay to avoid missing our flights. We are specifically seeking a refund of US $[redacted].82 for this discrepancy. We have already contacted Air Canada, Aeroplan, and Avianca with no success. Your attention to escalating and resolving this matter would be greatly appreciated. Thank you for your assistance. Bebe Stewart

Hello, We are looking to fly from Santo Domingo to Santa Cruz, Bolivia on May 2nd with 2 medium-sized dogs. The dogs weigh around 26 kg and 34 kg with their transport boxes. Is this feasible? What are the fees for the dogs? How can I add the dogs to the booking? Can this be done solely by phone? What are the steps involved? Do you have a Whatsapp number or email address? How should payment be made, at the airport or in advance?

Subject: Request to Change Connection for Reservation: 37AYED Hello, I'm reaching out regarding my reservation, 37AYED, for a flight from Athens to Washington D.C. on April 18, [redacted], with Air Canada. Recently, Air Canada notified me about a time change that has resulted in a tight 26-minute connection window at LaGuardia Airport for the last leg of the journey with United Airlines. This connection concerns me as it is the final flight to Washington D.C. for the day. I have been informed by Air Canada that due to my ticket being booked through Lifemiles, only Avianca has the authority to make changes to the booking. I kindly request your assistance in modifying the connection city from Montreal to a different location in the United States or Canada, such as Toronto, that offers an earlier and more reasonable connection to Washington D.C, either directly or through another connecting flight. Thank you for your attention to this matter. Warm regards, M.L.

On March 18th, I flew back to San Juan, PR from Bogotá. My ticket included one checked bag. At the Avianca desk in El Dorado Airport, I added a second bag for $[redacted] USD. Unfortunately, the second bag was mistakenly tagged for a flight to LAX instead of SJU. When I arrived in San Juan, only my first bag appeared on the carousel. Despite waiting over 45 minutes, the second bag never arrived, and the Avianca staff had left for the day. I was unable to locate anyone to help me with the missing bag issue.

I made a booking with Avianca for a flight from Cancun (CUN) to Medellin (MDE) on March 8, [redacted]. I followed their cancellation procedure on the Avianca website, within the 24-hour timeframe, and received a confirmation email with the refund request details. However, since then, I haven't received any updates or refunds. Strangely, I keep getting flight updates and even a check-in reminder for a flight to Miami on March 22, [redacted] - which I didn't book. This mix-up is causing me concern, especially after hearing similar complaints online. I fear they might claim I missed my original Medellin flight. Any assistance or advice would be greatly appreciated to resolve this issue promptly. Thank you, Robert M.

Subject: Issue with Flight Booking Ref - 2OD9VI Hello Avancia, My name is Melanie and my husband is Sebastian, we are currently on our honeymoon trip in South America all the way from Austria. We have made multiple flight bookings through your airline and were very pleased with the service provided. However, we encountered an unfortunate situation with one of our flights on the 25th of February [redacted]. I mistakenly booked a ticket for the 25th of March instead of the intended date, the 25th of February. Upon realizing the error merely 10 minutes after booking at the airport in GIG, we immediately approached an Avianca staff member for assistance. She informed us that due to the flight being full, the date change wasn't possible. She advised us to contact your customer service for a refund, which we promptly did via email and phone. The confusion arose from a previous incident where Copa airline did not accept our yellow fever vaccination forms, and we had to switch to Avianca. Unfortunately, the mistake in booking was unnoticed until the last moment causing us stress after a 24-hour travel ordeal, especially for me being pregnant. We had to rearrange our plans, incurring additional costs and inconvenience. We kindly request a refund for the mistaken booking as we contacted you immediately to rectify the error. We have attached our new booking details for reference. Your understanding and assistance in this matter would be greatly appreciated. Thank you for your attention and support. Warm regards, Melanie & Sebastian

Hello, I am writing to inquire about a reservation I made. I called 13 hours after purchasing and was denied a refund because the two minors could not travel without their father's authorization. I requested a refund after the 13-hour mark, but was told it was not possible during a chat. Since then, I have called 23 times and keep getting the same response that the deadline has passed, even though conversations in Paris should be recorded. It seems like a recurring issue as with Azu. Thank you. Reservation number 49Z8XZ. The main traveler is Yesenia Castaño requesting a refund for four tickets. Please respond. I made the purchase. Manuel Mota. Paid with a credit card from a Portuguese bank, and as I am in Portugal, there is no service available here for any inquiries.

Subject: Correction Needed for Booking Ref - 2OD9VI Dear Avianca Team, I made an error in my flight booking on February 25th. Instead of booking a flight for that day from GIG to Bogota, I accidentally booked for March 25th. Immediately realizing my mistake, I approached the check-in counter at the airport and reached out through email and phone calls for assistance. As per the terms and conditions, I am within the 5-day window to rectify this error. Despite my efforts, I have not yet received a response. I am a frequent flyer with six more flights scheduled with Avianca in February and March. I value your service and have recommended it to others. Kindly assist me in correcting this error and processing the refund. Please see the attached tickets for your reference. Thank you for your prompt attention to this matter. Best regards, S.P.

I made a booking for 2 flights from Cartagena to Bogota for 14.03.23. I paid for 1 flight, as shown in the attached screenshot ([redacted],[redacted].25 COP). However, the process stopped after my payment, and my friend couldn't pay for her flight. I did not receive any information regarding my paid flight via email. Subsequently, I booked and paid for 2 flights from Cartagena to Bogota again using my credit card, as seen in the second attachment ([redacted],[redacted].46 COP). The second booking went smoothly, and we received our tickets. Can you please check on my first payment and issue a refund if necessary? Let me know if you require any bank details. Thank you.

Hello everyone, I wanted to share that we had a plane ticket booked for Guatemala on 03/29/[redacted] at 05:05 p.m. Today, we encountered unexpected road closures due to heavy rain on our way to the bus terminal in Cahuita for San Jose. This caused a delay in our journey, resulting in us missing our flight. Unfortunately, we couldn't rebook the flight online and were directed to fill out a refund application instead. We are now seeking assistance to either rebook or cancel our flight. Your help would be greatly appreciated. Thank you, Caro and Maik.

Good afternoon, I urgently need to address the situation regarding my son, Mr. E.D., who has a booking for flight SN [redacted] from Washington to Brussels for himself and his daughter, L.D. Unfortunately, this flight appears to be canceled without any prior notification via email or call. The reservation was made under the Lifemiles AVIANCA Membership number [redacted]2 with booking code 2MJYW7. I kindly request assistance in rebooking them on the next available Washington-Brussels flight. I can be reached at [redacted] [redacted] 19 85 35 in Belgium. Thank you for your prompt attention to this matter.

Dear Sirs and Madams, I had made a reservation for a flight scheduled for March 30, [redacted], from Mexico City to San José, Costa Rica. The booking reference for this reservation is 42R3PQ. Unfortunately, I fell ill and was unable to board the flight. Now, I am required to provide certain documents to my insurance company. Firstly, I need a No Show confirmation to validate my absence on the flight. Secondly, I am requesting a tax refund form. I would greatly appreciate it if you could promptly assist me in obtaining these documents. Thank you very much! Yours sincerely, J. Schaffer

Hello, my name is Julio S., and I purchased a ticket for a flight from Los Angeles, CA (USA) to Bogota, Colombia, departing on May 25th and returning on June 24th. I made the purchase on April 1st using my credit card. I contacted customer service the same day and was provided a booking number 2KWU2X. However, they mentioned I should wait for a call or email, and as of today, the 6th, I haven't received any communication. Avianca has already charged my credit card. Thank you.

I have a flight reservation with Avianca AV-[redacted] from Santa Marta (Simon Bolivar) to Medellin (Jose Maria Cordova) on June 14, [redacted], departing at 17:18. Our group consists of 9 people with two separate reservations: 8 individuals on one booking and 1 person on the other. I used the Kiss and Fly website to make the reservation as I couldn't purchase tickets from another site due to a "hyphen" in my name, which that website doesn't accept. The issue is that despite paying for checked baggage, the website indicated that we don't have any checked baggage included.

Hello, good morning, Yesterday I was supposed to be on flight AV224 at 3:10 am from La Paz to Bogota, but I was told I couldn't board the flight due to weather and the aircraft's weight. My original trip was from La Paz to Bogotá and then from Bogotá to Santa Marta. After being informed I couldn't take the first flight, I was given three alternative flights. The first one was with LATAM to Lima, which I successfully boarded, and their staff assured me my bag would be transferred to that flight. Upon arriving in Lima, I couldn't make it to the next flight they had given me because there wasn't enough time to disembark and catch the LVPAHG flight at 8:20 am. Consequently, I had to purchase another plane ticket with your company for AV50 at 10:55 a.m. from Lima to Bogotá, and both airlines assured me my luggage would be transferred to this flight. When I arrived in Bogotá, I went to the baggage tracking counter, and they informed me they didn't know the whereabouts of my bag. I took my third and final flight, AV5208 at 7:20 p.m. from Bogotá to Santa Marta, and as expected, my bag did not arrive at the luggage claim. Not only am I appalled by the terrible service provided by your company, but I also urgently need my bag as I now have no clothes or essential items for my trip. Can this be resolved as soon as possible, please?

Urgent issue regarding reservation #33EV5N and Baggage Report# SALAV[redacted]9. I was on the 12:05AM AV521 flight from LAX to SAL, the first to land at SAL. Sadly, my 10 ft surf bag containing all my boards has gone missing. This surf trip has been a dream for years, and now it's ruined. I've been given no help or information on finding my bag. It seems no one can give me answers or let me speak to a supervisor. This has been a devastating experience, and I am extremely disappointed with the service after saving for this trip with my son.

My spouse and I are owed refunds for our Avianca flights on March 1st from Santiago to Bogota and Bogota to Toronto. We initially booked business class but were downgraded due to a flight change. Avianca provided refund details for both flights, confirming the amounts due to us. However, completing the Refund Request form proved difficult as it required a ticketholder document without explanation. Despite various attempts to clarify this via What's App, email, and phone calls with Avianca representatives, the specific document remained unidentified. The representative suggested retrying the form for the USA using a driver's license, but even after compliance, all requests were denied. I resubmitted using passport numbers out of confusion. The refund requests were sent on April 6, and I am still awaiting a response. I seek clarity on the necessary document information to ensure we receive the acknowledged refunds promptly. The lack of communication from Avianca has been frustrating, and I hope they can provide the required details promptly.