Avianca Airlines Customer Service Issues

I recently purchased Avianca tickets to Honduras as my grandmother had passed away suddenly on March 26th, and I needed to be there urgently. While trying to buy tickets for my family, I faced issues such as website crashes and price increases, leading me to purchase tickets separately on different credit cards. Despite efforts to resolve the duplicate charges and delays with customer service, I was unable to get a refund for the unused tickets or the price difference for the delayed flight. The whole experience was frustrating as I ended up paying more than necessary due to unforeseen circumstances and lack of assistance from Avianca. I am seeking a refund for the duplicate charges and hoping for compensation for the inconvenience and extra expenses incurred.

Subject: Assistance Needed with Ticket Name Change or Refund Hello, Two months back, I purchased round-trip flights from San Jose to Munich (with a layover in Bogota) for four individuals to attend my wedding in Germany. The departure is set for April 23, [redacted], with a return journey from Munich to San Jose on May 10, [redacted]. Unfortunately, one of the passengers is currently unwell and has been advised by their doctor against the lengthy travel. I am reaching out to see if we can change the name on the ticket to allow another family member, his son, to use it, or explore the option of cancelling the ticket for a refund. The ticket number in question is AV/ETKT [redacted][redacted] for FUER MUNOZ CORRALES/MARVEL ANTONIO. Your cooperation in this unexpected situation is greatly appreciated. Thank you, S. Al-Ejeilat

My experience with Avianca was extremely disappointing. It was my first time flying with the company, and unless this issue is resolved, it will be my last. In November, I purchased a ticket through the Avianca website. The ticket had to be changed multiple times due to cancellations and changes in cities/airports. The process of resolving these changes was frustratingly slow. Avianca and Avianca Brazil kept redirecting me to each other, making it challenging to get any assistance. The day before my return flight, despite checking regularly, I couldn't check in online. Upon arrival at the airport, I was shocked to find the flight overbooked and me unable to board. Avianca did not offer us any alternatives or even consider accommodating us on other available flights, leading us to purchase last-minute expensive tickets to reach our international connection. Despite our pleas and the availability of seats on other airlines, Avianca did not help. I am seeking reimbursement of $1,[redacted].84 for the 3 tickets I had to purchase on LATAM.

I had a terrible experience with Avianca recently that I need to share. It was my first time flying with them, and if my issue isn't resolved, it will certainly be my last. I booked a ticket in November on Avianca's website. Due to multiple flight cancellations and changes in cities and airports, resolving these issues was prolonged and frustrating. Each time I called Avianca, I was redirected to call Avianca Brazil and vice versa, causing unnecessary delays. The day before my return flight, I couldn't check in online, and at the airport, I was denied boarding due to a full flight. Despite my requests, Avianca failed to assist with alternative options, forcing us to purchase expensive last-minute tickets on another airline. I believe Avianca should reimburse me $1,[redacted].84 for the tickets I had to buy to reach my international flight.

I have been trying to contact Avianca airlines since my denied boarding incident in Rio De Janeiro on 16/05/[redacted]. Because of a lost yellow fever vaccination certificate, I couldn't board my flight to Bogota, Colombia. Despite having a copy and trying to get a Certificate of Vaccination Exemption as advised, I've faced challenges finding a Brazilian doctor to sign it. I cannot get the vaccination as it would delay my travel, so I'm seeking alternative options to reach Costa Rica by 20th May [redacted] for my return flight to London on 28th May [redacted]. I've made bookings but need urgent help. Thank you. Dr. N.N.

On 6/26, I had AV21 and AV86 flights. I was requested to switch to a later flight time for AV21, even though it offered no benefit to me. Despite the representative claiming it was a better option due to reduced layover time, it was not objectively better for my schedule. AV86 was then delayed by 2 hours, causing me to miss important meetings and lose valuable time. These delays were disruptive as I had carefully planned my day around the early flight. I believe the airline should take responsibility for these schedule changes. I am requesting a credit for my return flight on 7/11 (Buenos Aires to Bogotá to New York) given that I assume the return flight won't be delayed. Thank you for your attention to this matter.

Hello! I am Monica Zapata Conley and I am facing a significant issue. Recently, I made a purchase on AMAZON, and the products have just arrived in my country. Unfortunately, there is an error in the address provided. The correct address should be Av. Americo Vespucio [redacted] instead of [redacted]. I am concerned that if this is not corrected, my items might be delivered to the wrong recipient. I sincerely apologize for this oversight but I urgently need your assistance in rectifying this address mistake. Please find the accurate shipping details below: Shipping Address Monica Zapata Conley Av. Americo Vespucio [redacted], Maipu casa [redacted] Santiago, Region Metropolitana [redacted] Chile Phone: +[redacted]3 Order Information: Order# [redacted]-[redacted] I am hopeful that you can help me resolve this issue promptly to ensure the correct delivery of my order. Thank you in advance for your assistance, Monica Zapata Conley

On September 13th, I had a flight scheduled from Miami to Colombia, with the return on September 16th from Colombia to Miami. Unfortunately, the return leg of my trip got canceled because I missed the first part of the journey. Avianca airlines sent me an email informing me that my entire trip was canceled, which was distressing as I needed the return flight. I missed the flight to Colombia because I had bought a ticket for a different date. Chat support suggested I call the call center to reinstate my return flight, but I couldn't get through. I then visited an Avianca office to resolve the issue. However, due to a language barrier, I struggled to communicate effectively as the staff didn't speak English well. They insisted I purchase a new ticket for $[redacted] USD, which I find unfair considering the circumstances.

Hello Air Avianca, My name is Mr. G.B. On May 6, [redacted], I purchased a round-trip air ticket to attend a meeting in London. Due to a change, the meeting is now in Madrid, Spain. I hope to use the same itinerary for this trip. The ticket was bought at Jals Travel Agency in Corozal Town, Belize. Can you please confirm if I can use this ticket to travel to Madrid? The ticket number is ETKT-[redacted][redacted]/07 for Mr. G. Bol. I look forward to your response.

Due to a flight delay, one traveler faced a layover of over 24 hours after being removed from a flight alongside their party due to crew overbooking. I spoke with Chris on Saturday night (11/29/[redacted]) between 5:30 pm and around 8 pm. Chris attempted to rebook the traveler on various flights from San Jose airport to Houston IAH but was unsuccessful. After Chris redirected us to the refund department, the call abruptly ended. Since the original flight was early the next morning, it was vital to secure alternate arrangements promptly. A separate flight was booked to ensure the traveler wouldn't be stranded in San Salvador. A refund for the disrupted flight is requested. For further details, please reach out to me at [redacted].

Regarding Duany Santana Ref #[redacted]-[redacted]-[redacted] I purchased a round-trip ticket from JFK to Medellin in September of this year through JUSTFLY, which included travel insurance. Unfortunately, before the flight date, I had to inform JUSTFLY about my mother's illness and hospitalization, requesting a change in the flight schedule. They mentioned that the flight needed to be canceled for a refund. I provided medical documentation before the flight date, and although they canceled the flight, they declined to issue a refund. Following advice from the US Department of Transportation, I am reaching out to Avianca to request either a refund or rebooking of my flight. Thank you for your assistance in this matter.

I would like to inform you that Avianca has rescheduled my flight for PNR Number NQP4ZX from flight [redacted] to a new itinerary, flight AV693 on May 2, [redacted]. The first part of my journey from San Jose now arrives in Bogota at 17:01, which is more than 4 hours after the second leg of my journey from Bogota to Munich/Germany (AV54) leaves at 12:40 on the same day. This change has made it impossible for me to make my connecting flight in Bogota to Germany on time. I have attempted to contact Avianca's customer service via different phone numbers but have been unsuccessful. I even filed a written complaint and received issue number [redacted]86 from Avianca. I am seeking a solution that allows me to reach my destination in Munich on time. If this cannot be arranged, I request a full refund for my booking with PNR NQP4ZX. Your assistance in resolving this matter is greatly appreciated. Sincerely, R. Pansegrau

I was overcharged when boarding the plane on December 31, [redacted], for Flight [redacted] from Los Angeles to El Salvador. The personnel at the desk treated me poorly, and even other passengers on the same flight made negative comments about the crew's behavior. My son, who is disabled, was carrying his food and a bag, which is why they charged me $50 instead of the correct $40 for an extra bag.

Hello, Two days ago, I made a flight reservation with Avianca for the Santa Marta to Bogota flight on 20th January, and I was given the Booking number Q4KQYT. The following day, I received a notification from Avianca that the payment did not go through as the credit card company declined the transaction. Consequently, I was unable to locate my booking using the same Booking number as it appeared to have been canceled by Avianca. I reached out to the credit card company, and they reported encountering server issues which led to all credit cards being blocked. Therefore, the next day, I used a different credit card to secure the booking. However, now that the credit card company from the initial booking has resolved their server problems, I noticed that an amount is reserved from the first canceled booking. How can I obtain a refund for this amount that has already been debited? Unfortunately, I am unable to contact the call center from my current location in the remote area of Colombia.

On December 25, [redacted], I booked 4 first-class tickets for flight AV 15 from Madrid to Cali, two for adults and two for children, at a cost of [redacted] euros. To our surprise, nobody informed us that we would be flying with WAMOS, which is unacceptable. I demand compensation for the degradation in service quality. I am Jose Rizzo, with status number [redacted]4, and you can reach me at [redacted] The other passengers are Shirley Maribel Crispino Angulo, Jose Eduardo Rizzo, and Ricardo Jose Giorgianni. We didn't even request to be included in the mileage program. I am extremely upset about this situation and expect a prompt response.

On February 2, my spouse and I had reservations on AV [redacted] from Mexico City to San Salvador and on AV [redacted] from San Salvador to Belize City under booking reference TXLCA7. Upon arriving at Juarez International Airport over two hours before departure, we discovered that there was no staff at the check-in desk, no information displayed on the screen, nor any notices about changes. Despite reassurances from other airline personnel, we grew increasingly concerned as time passed. Eventually, we were informed that Avianca was now operating through Air Mexico and might be handling our flight. Rushing to Terminal 2 to find Air Mexico, we missed the check-in time and were denied boarding. Returning to Terminal 1, we managed to have Avianca reschedule us for a flight two days later. After much effort, we secured new flights for the same day on Avianca AV431 to San Salvador and AV588 to Guatemala City. We also had to arrange accommodation in Guatemala for the night of February 2. The next morning, on February 3, we flew with TAG Airlines from Guatemala City to Belize. Due to the lack of communication, we incurred additional expenses for new flights and a prepaid hotel room in Belize. We are seeking compensation for the following expenses: Flight tickets through Bravofly booking ref. SPGYKT 9,[redacted].21 SEK Hotel Great House, Belize City 1,[redacted].08 SEK Total 11,[redacted].29 SEK Please credit my SEB bank account No. [redacted]-00-[redacted]-52. IBAN No. SE67 5[redacted] 0[redacted] [redacted] SEB’s BIC code ESSESESS Alternatively, refund my Mastercard No. 5[redacted] 6[redacted] expiring 01/22. Sincerely, J. Wallén Naumannsvagen 8 SE-[redacted] 38 Hägersten (Stockholm) Sweden Tel: +46 [redacted]60 Email: [redacted]

I have developed a medical condition, and due to the current corona situation, I need to alter my travel plans. Initially, I had a flight booked with Avianca from Rio to Lima, then connecting with United to Guatemala, and finally to San Francisco, my destination. I have now rescheduled a direct flight from Rio to San Francisco with United. I am seeking information on the possibility of a refund or any alternatives for my Rio to Lima Avianca flight. I have been unsuccessful in reaching Avianca or my booking agent, Troube2Be, for assistance despite multiple attempts this week. My name is Harvey Garn, and my Avianca flight details are AV [redacted], Flight AV/OG75RZ. Please reach out to me via email at [redacted] If a phone call is necessary, please provide a contact number. Thank you for your understanding and support during these challenging times.

I purchased a round-trip ticket from Mexico-Bogota-Mexico on January 28, [redacted], for my wife (Colombian) and myself (Mexican). The outbound trip to Bogota was scheduled for April 23, [redacted], and the return trip from Bogota to Mexico was on May 13, [redacted]. Due to the Colombian government closing borders from March 16 to May 30, [redacted], I am unable to stay in Colombia past this date. As a Mexican citizen, I lack the necessary documentation to remain in Colombia or cover expenses beyond May 30, [redacted]. I am inquiring about the possibility of changing the entry date to Colombia on the purchased ticket due to the coronavirus pandemic. I would appreciate any assistance in resolving this issue. Thank you for your help.

My wife and I traveled with Avianca to Buenos Aires on March 5 with Booking ref #RPZZU3 from Dulles Int. Our return flight was initially scheduled for March 18. However, due to a sudden travel restriction in Argentina, we had to leave by March 18. Unfortunately, accommodations were not available due to our short stay in the country. I was stranded in Bariloche and had my son contact Avianca on my behalf. He was charged $[redacted].80 for changing the flight, the equivalent of purchasing two new tickets. Additionally, on March 15, Avianca charged $[redacted].50 to upgrade me to business class on the original March 18 flight, a service that was cancelled the same day my booking for that flight was voided. This upgrade was not honored on the new flight. The total charges imposed on me exceed what was reasonable, and I am seeking a refund of nearly $[redacted] for the overcharges by Avianca.

Subject: Request for Refund Due to Flight Cancellation I am seeking a refund for my canceled flight due to the coronavirus situation affecting my travel plans to Dominican Republic. Unfortunately, I lost my job and will not be able to make the trip as intended to open a pizza shop on April 1st. Attached is my work contract for reference. Name: Daniele Pugliese I am Daniele Pugliese, and I am experiencing challenges with obtaining a refund for my disrupted travel plans attributed to the coronavirus. I have provided my bank details below for your convenience. Bank: ANZ Bank Debit Card Number: [redacted] Account Number: [redacted] BSB: [redacted] Swift Code: ANZBAU3M Dear Team, I am still awaiting a response regarding my refund request for a canceled flight due to the coronavirus situation. The flight was scheduled from [origin] to [destination] on March 31st. My ticket reference number is [redacted]. I appreciate your prompt attention to this matter. Thank you, Daniele Pugliese