Avianca Airlines Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about Avianca Airlines customer service, archive #1. It includes a selection of 20 issue(s) reported August 8, 2018 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
On July 3, [redacted], I booked a round trip flight with Avianca for my mom, who is 70 years old and requires a wheelchair due to her inability to read or write. Despite my request for assistance, when she arrived in Los Angeles on August 2 at 11:31 pm, she was not provided with a wheelchair. This led to her having to walk around searching for her luggage, resulting in an accident where her suitcase fell on her left leg. She now needs to fly back to Guatemala with Avianca, but after this experience, I am concerned about her safety. How can I trust that Avianca will take care of my mom on her return journey?
Reported by GetHuman967051 on Mittwoch, 8. August 2018 17:16
Hello, My name is Maya, and my husband and I flew with you from Cusco to Pereira with a connection in Bogota. The flight to Bogota was initially delayed for nearly an hour, forcing us to rush through the airport to catch our connecting flight. Upon reaching the gate, we were informed (after inquiring) that we had been rebooked on a flight departing 2 hours later due to luggage transfer issues with our original flight. This caused us to delay our plans in Pereira, impacting a taxi reservation and resulting in a 3-hour wait for the subsequent delayed flight. In total, we waited around 4 hours, affecting the start of our honeymoon in Colombia. Customer service mentioned a compensation offer of [redacted] COP per person, pending completion and submission of a formal report. Look forward to your response. Maya
Reported by GetHuman-gilyoura on Donnerstag, 30. August 2018 01:55
A bright blue Delsey carry-on was left in the Avianca VIP lounge at Miami Airport on Sunday the 16th at 4:30 p.m. The flight attendants were notified before takeoff that my bag was left in the lounge and instructed me to call once I arrived in Guayaquil. The provided Miami number only goes to voicemail all the time! My flight was AV039 Miami-Guayaquil with a layover and plane change in Cali. My Guayaquil connection was a disaster! The plane had issues, and we were stranded at the airport until 2:30 a.m. with my underage children, no food, and no sleep! I have left messages every day at [redacted], providing my email and phone, with no response. It's frustrating how no one has contacted me regarding my lost bag full of valuable items that I reported before takeoff through the plane staff. Please reach out to arrange the return of my luggage. I have receipts for jewelry bought on this trip and other personal belongings in that bag. My cellphone number is +[redacted]43.
Reported by GetHuman-kverdagu on Mittwoch, 19. September 2018 19:01
Regarding tracking number [redacted]35 I traveled from Cincinnati to Miami on American Airlines on October 5. My checked bag passed through U.S. security without any issues. Upon arriving in Miami, I transferred the bag to Avianca for my flight to Asunción. However, upon reaching Asunción, I was informed that my bag was held in Miami for security reasons. It seems that my bag may have been mistakenly sent to Lima. This situation is particularly inconvenient as I am visiting my daughter, R.T., who is a Fulbright Scholar through the Embassy. The contents of the bag include clothing, makeup, and specific ingredients for cooking American dishes like pumpkin, evaporated milk, and barbecue sauce, which we intended to share with the locals in Paraguay. The missing bag is a black carry-on with a yellow name tag, valued at $1,[redacted]. I hope for a resolution or reimbursement for the items if the bag cannot be located soon.
Reported by GetHuman1277929 on Sonntag, 7. Oktober 2018 07:33
A few months ago, I cancelled the first leg of my round-trip ticket from Lima to Cusco. This morning, I received a check-in notification for the cancelled flight. While I am currently traveling without a phone, I have access to email and need to ensure that my flight for tomorrow is indeed cancelled, and that my flight from Cusco to Lima on October 31, [redacted], is still confirmed. The flight reference for this trip is NP22RM, and it is crucial for me to be able to rely on this flight for my important study program in Cusco. Thank you for your assistance. Wendy Murray
Reported by GetHuman-elanritw on Donnerstag, 18. Oktober 2018 16:07
I missed my Volaris flight from GUA to LAX on November 9, [redacted], due to a car accident. I visited the Avianca counter to inquire about purchasing a ticket for the morning flight to LAX. Initially told the price was $[redacted] with over 30 open seats available, I waited throughout the night to purchase a ticket at 3 am as advised by staff. However, when I returned, the price had increased to $[redacted]. Despite escalating the issue to management, the price was not reduced. Exhausted and under duress due to recent family events, I reluctantly purchased the ticket with my Visa card, but I intend to dispute the price difference. I urge Avianca to honor the original price I was quoted or offer a lower fare as initially suggested by your employees. I have observed that current round-trip tickets on your website are priced in the mid to high $400s. My ticket details are as follows: GUA to LAX on November 10, [redacted], #[redacted][redacted].
Reported by GetHuman1556163 on Mittwoch, 14. November 2018 04:50
I missed my Volaris flight from GUA to LAX on November 9, [redacted], due to a car accident. Seeking to purchase a ticket for the morning flight to LAX, I was told it was $[redacted] with over 30 open seats, likely to decrease as the flight time approached. Despite waiting all night at the airport as suggested by employees, the price increased to $[redacted] when I inquired at 3 am. Advised to speak with management due to the circumstances, no resolution was reached in reducing the price. Exhausted from the events prior, including my grandchild's surgery, I reluctantly paid with my Visa card, intending to dispute the charge due to the price disagreement. Given that round-trip ticket prices on your current webpage are in the mid to high $400s, I believe my ticket at TKT [redacted][redacted] purchased on November 10, [redacted], from GUA to LAX should be adjusted to $[redacted] as initially indicated. Please consider revising the charge on my Visa or offer a credit towards a future flight. Thank you. - Bonnie Lynn
Reported by GetHuman1556163 on Mittwoch, 14. November 2018 05:07
My uncle was supposed to travel with his wife and brother-in-law from Dulles Airport in VA to El Salvador in September. Avianca refused to let them board for the sole reason that my uncle appeared very ill according to the flight attendants. They then requested a doctor's note from my uncle to allow him to travel another time. After providing the doctor's note confirming he was fit to travel, they were once again denied boarding as my uncle still looked unwell and deemed risky to fly. They were given the option to fly by paying an additional $[redacted]. This situation seems unfair as it wasn't the passengers' fault or irresponsibility. Avianca should handle customers with disabilities more responsibly. I urge, request, and demand on behalf of Victor Manuel Elias, my uncle, his wife Rosa Elias Guardado, and his brother Efrain Abel Guardado, that Avianca refunds the money for all three passengers. They no longer wish to fly with Avianca and prefer a prompt refund. If not, they will seek legal action. I appreciate any assistance you can provide for these individuals who had a very unpleasant experience with a reputable airline. Thank you in advance and I hope for a prompt response. Sincerely, Rafael Antonio Soto.
Reported by GetHuman-ra_soto on Freitag, 16. November 2018 00:38
I encountered issues with my flight from Baltra Island to Manchester via London Heathrow on November 19, [redacted]. Despite requesting my luggage be checked through to Manchester and my connecting flights being on one ticket, I was informed I needed to collect my luggage at London Heathrow. Due to a delay on my AV120 flight from Bogota to London, I missed my connecting flight to Manchester (BA1398). Additionally, my luggage did not arrive at London Heathrow as intended, requiring me to file a delayed baggage form (AHL LHRAV [redacted]). Despite seeking assistance at both Avianca and British Airways ticket desks, it took me approximately 6 hours to secure a new flight to Manchester due to Avianca's flight delay and mishandling of my luggage. This experience was disappointing and inconvenient.
Reported by GetHuman1606155 on Donnerstag, 22. November 2018 14:26
Dear Avianca Team, I am writing to kindly request your assistance in assigning a space for my daughter Melanie Cristina Yanez Fabara, ID [redacted], who will be flying on Avianca Flight [redacted] from Quito, Colombia to New York on December 19th, to bring along her 4-month-old, 3kg Shih Tzu toy breed puppy. We were informed previously to call 10 days before the flight for this service, but today when I called, I was told there is no space available on the Colombia to U.S. route. I appeal to your understanding as this puppy is a gift for my husband and children here in the U.S. We lost our dog 20 days ago, and this has been a very challenging time for all of us. I was hoping to bring this new puppy to help lift our spirits. If needed, I can provide documents of our recent pet loss for verification. Thank you for your attention. Sincerely, Cristina Fabara
Reported by GetHuman-flacafab on Montag, 10. Dezember 2018 21:04
I recently flew with Avianca on 11/21/18 on flight AV670 from El Salvador to New York. Unfortunately, I experienced extremely poor customer service during this trip, which was quite disappointing. The transport staff who assisted me were rude, impatient, and did not communicate well. Their lack of professionalism and consideration for my needs, especially given my ailments, was concerning. They handled my assistance without the necessary care and respect. When I sought help from the ticket agent, I felt ignored for about an hour, adding to my frustration. It seemed like there was a lack of willingness to assist me effectively. I hope Avianca can address this issue promptly and improve the training and behavior of their staff to prioritize customer care.
Reported by GetHuman-kbram on Sonntag, 30. Dezember 2018 16:54
Upon my arrival in Guatemala City on December 19th at 22:30, my luggage did not accompany me. I promptly reported the issue, providing my address and phone number in Xela. The following morning at 8:00, I embarked on a bus bound for Xela. An individual called on the morning of December 20th, assuring me my luggage would arrive within 2 to 3 days and a subsequent call would request directions. However, no further updates were received. My attempts to contact the call center on December 21st were unsuccessful after 15 minutes of waiting, costing me €20. After multiple unsuccessful calls, I finally reached a representative on the night of December 24th, only to discover the provided delivery details were completely inaccurate. Following correction of the information, I was informed my luggage was with a transport company, with the expectation of delivery in the coming days. Subsequent calls on December 25th and 26th revealed that my case had not been resolved, prompting further updates to my correct address, phone number, and email. Frustratingly, I was informed on the call of December 26th that my initial contact was considered the first, despite earlier communications. Despite providing the correct information, subsequent calls on December 28th yielded no progress, with the delivery address still recorded incorrectly. The promise of a fast-tracked search and messages to the airport have unfortunately not resulted in the return of my luggage, especially as I am no longer situated in Xela.
Reported by GetHuman-jaynebor on Donnerstag, 10. Januar 2019 23:17
I am William Gordon Meert sharing my experience regarding a Business Class flight booking from Lima, Peru, to LAX via San Salvador. Despite booking Business Class, my seat was changed to Economy for the flight from San Salvador to LAX without my consent. I faced discomfort due to my height and previous health issues during the journey. Despite multiple attempts to rectify the situation, I was unable to get my Business Class seat reinstated. I am requesting a refund of $[redacted].00 US for the downgrade and lack of service, as I will not be using the airline’s services again. Please issue the refund to my credit card or send a check to my address. Thank you, William Gordon Meert.
Reported by GetHuman-meert on Montag, 21. Januar 2019 22:12
I made a reservation for a direct roundtrip flight for 2 adults from Miami International Airport (MIA) to Guatemala City (GUA) from March 9 to March 16, [redacted]. Subsequently, I was notified via email by Avianca that my flight with booking reference number K5VN4D was cancelled. I have not received a refund yet despite reaching out multiple times via phone and enduring long wait times of 40 minutes each call. I am simply seeking a full refund of $[redacted].24 as my flight was unexpectedly cancelled. I urgently require the reimbursement to book an alternative flight promptly. Your prompt attention to this matter is greatly appreciated.
Reported by GetHuman2041197 on Freitag, 25. Januar 2019 23:41
I took flight AV0240 from Santiago, Chile to Bogota, Colombia on February 2, [redacted], departing at 00:28. Boarding began before midnight, but we were held in the corridor without explanation, standing for over an hour. Upon reaching Bogota for my connection to Avianca flight #[redacted] to New York JFK, Avianca representatives were unhelpful, causing me to miss my flight. They proposed alternative flights through San Salvador and United but couldn't accommodate my original business class booking without an additional $[redacted]. After discussing with a supervisor, I was given a seat on a United flight to Newark. Upon collection, one of my bags was missing, and it was later found in San Salvador, delayed until February 6th. As a 70-year-old, navigating the vast Bogota airport, traveling to Newark instead of JFK, and dealing with the lost bag has been challenging. I hope Avianca will compensate for the inconveniences caused by the missed connection.
Reported by GetHuman-rtinkov on Mittwoch, 13. Februar 2019 21:58
On February 25, [redacted], my family (J.J. L., S. K., and J. L.) was aboard Avianca flight number [redacted] from Bogotá to Aruba. Though I had seat 1A, I let my wife take it. Regrettably, during meal service, my wife experienced discrimination from flight attendant Michelle. Despite being in business class, she was served a "burrito" while others received the proper meal. Furthermore, she was not given utensils like the rest of the passengers in business class. This unfair treatment by the staff, noted by other passengers, left us upset. We have evidence, including photos and videos, of this discriminatory incident.
Reported by GetHuman-john_jle on Montag, 25. Februar 2019 22:09
Subject: Refund Request for Mr. Carl Fraik's Avianca Flight Reservation Dear Customer Care, I am reaching out for help with Mr. Carl Fraik's reservation. His Avianca flights have been rescheduled, causing conflicts with his schedule. Despite Mr. Fraik's request for a refund, our records show that ticket # [redacted][redacted] is currently listed as EXCH, preventing us from initiating the refund process. Our attempts to contact your office via phone have been unsuccessful due to long wait times. We kindly ask for your assistance in processing the refund for Mr. Fraik. The record locator for his reservation is KCJGWR. Please acknowledge receipt of this request via email once the refund has been successfully processed. Thank you for your prompt attention to this matter. Sincerely, Romina Olevano-Mika Senior Corporate Travel Consultant Egencia - An Expedia, Inc. Company www.Egencia.com Email: [redacted] Office: + (1) [redacted]
Reported by GetHuman-rolevano on Dienstag, 26. Februar 2019 00:21
I am George A. Rojas. I purchased a round-trip ticket on your airline, which included my service dog as my emotional support companion. I had all the required documents for our travel. However, today, when I tried to board my return flight, I was denied boarding. I am currently at the airport feeling stressed and having a difficult day due to this situation. I urgently need to return home with my service dog. I am requesting a flight for today. My contact numbers are +[redacted]08 or +1 [redacted]. My flight details are AV007 from Miami International to Bogota, Colombia El Dorado. The reservation number is [redacted], and my passport number is [redacted]18. Please consider that my pet is a service dog, and I am extremely distressed being at the airport without him. I desperately need a resolution to this emergency situation promptly. Thank you.
Reported by GetHuman2392788 on Donnerstag, 7. März 2019 02:23
I am seeking details about an Avianca flight into MDE Medellín airport on Friday, March 15, [redacted], at 7:40 PM. The departure will be from Santiago, Chile, around 7-9 AM on March 15, [redacted]. Unfortunately, I do not know the departing airline or flight number, nor do I know the number of stops. The traveler's name is Martha G. I am specifically interested in the departure flight time, airline, and any layovers/stops available. I have checked Flight Aware and Flight Radar24 apps but have not found sufficient information. Any assistance would be greatly appreciated. Thank you for your professionalism and help in advance.
Reported by GetHuman-jorcris on Donnerstag, 14. März 2019 10:51
I request to stop receiving these emails. Recently, I discovered that the flights are not being honored. This is disappointing and disrespectful to customers. Yesterday, I was informed about my flight from Colombia going to Salvador and then to Boston, but there was no mention about the return from Boston to Colombia. When I inquired, nothing could be done. It seems illogical to offer such a service. I have learned that the refund I will receive is not the entire amount as taxes have been deducted. This seems unfair, especially because the service was not provided. Avianca should be responsible for the taxes, not me, as I did not receive the service. I am essentially paying money for stress. I urgently need to visit my father and my sister, who is battling cancer. This situation is making my life incredibly hard right now. Moreover, the wait time for the refund is up to 90 days, which is frustrating. I had to use my credit card to purchase new tickets, and I am tired of facing these issues. I have reached out to the Better Business Bureau, hoping to find a resolution without further complications.
Reported by GetHuman-blkfaisa on Mittwoch, 27. März 2019 11:40

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