Avianca Airlines Customer Service Issues

Archive 3

The following are issues that customers reported to GetHuman about Avianca Airlines customer service, archive #3. It includes a selection of 20 issue(s) reported June 17, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
I had to cancel my flight from Nantes to Corsica due to the coronavirus for July 26, [redacted] to August 9. The booking number is PYYVE6 under the names Van Geeteruyen and Hery. Since I cannot travel in the upcoming months, I am requesting a refund. I filled out a form a few weeks ago regarding this issue but have not received any response yet. I would appreciate hearing back from you on how to proceed with the refund. It's concerning that when I check "My Reservations" on your website, it shows my file as empty even though I should see at least a credit for my two canceled flight tickets. I truly hope to receive a response and a resolution to my problem. Thank you in advance, Héloise Van Geeteruyen
Reported by GetHuman4962878 on Wednesday, June 17, 2020 2:25 PM
Hello, I had planned to travel last night but the airline rejected my COVID-19 test results. Even though the test showed no virus detected and my doctor confirmed it meant negative, I was not allowed to board. I am unsure why. I would like to explore options available now. Can the flight time be changed? Or is it possible to cancel without fees as mentioned about no costs until 3/31/[redacted] for international flights? My confirmation code is [redacted]. Thank you, A.C. Martinez
Reported by GetHuman-vilperez on Monday, September 28, 2020 11:07 PM
I am disputing a charge for airline tickets purchased for my parents and sister, Marco A. Mongalo, Myriam A. Mongalo, and Loirett Hebert. The flight was from Managua, Nicaragua to Miami round trip, but Taca Airlines canceled the flight due to COVID-19. I am disputing the charge since the cancellation prevented them from flying. We had to buy new tickets with American Airlines instead. Taca Airlines offered me a voucher, but my elderly parents will not be traveling back to Nicaragua. I am requesting the vouchers be issued in Myriam Mongalo Viteri's name or a refund. Thank you for your assistance. My name is Miriam Mongalo Victory, and you can reach me at [redacted] or email me at m y r i a m [redacted]
Reported by GetHuman-myriammo on Monday, October 5, 2020 9:19 PM
I have been attempting to reach customer service for almost two hours with no luck - either on hold, disconnected, or being transferred multiple times. One segment of my flight has been canceled (San Jose CR to San Salvador) and I need to book another flight. My reference number is WO2QGA. Additionally, I am traveling with a service dog/emotional support dog, and I have made arrangements for the dog on all my other flights. I now need to make arrangements for the flight from San Jose CR to San Salvador. Thank you, Leeh D.
Reported by GetHuman-ldeeabl on Friday, October 9, 2020 6:12 PM
I have been waiting for a refund since last month. I was informed by an agent, extension [redacted], that I would have received my refund by now. I had purchased a one-way flight from Miami to Nicaragua. However, just an hour before boarding, they restricted boarding to only a few people on a list. I managed to get a boarding pass for the one-way ticket I bought for $[redacted] but was then told I needed a return ticket to board. With only 10 minutes to spare, I asked them to charge my card for the ticket. They took my email to send me flight information, which I never received, resulting in me missing the flight home. When I contacted agent extension [redacted], I was advised to upgrade my flight for a full refund. Despite being on hold for an hour before being disconnected by another agent, I am seeking a refund of over $[redacted]. I am disappointed by the treatment I have received and hope for a swift resolution to this refund issue.
Reported by GetHuman5427724 on Monday, November 2, 2020 11:46 PM
I am requesting a schedule change. We need to explore alternative options for another flight. The schedule change made by the airline is unsuitable for our party of 10, comprising Michael D. Counts, Jessica L. Counts, Lucas M. Counts, Christopher S. Counts, Mindy J. Huckaby, Tyson P. Counts, and Audrey A. Counts. We are unhappy as this change would require an overnight stay. Can the airline provide a refund or suggest alternatives for our booking with number RR0RR59? Contact me at [redacted] or [redacted]. Appreciate your prompt attention to this matter.
Reported by GetHuman5511629 on Tuesday, December 1, 2020 11:14 PM
Today, I had a challenging experience at JFK airport while trying to transit from Colombia to Uruguay. Sadly, I was not allowed to board my flight due to issues with my laboratory test. Even though my doctor emailed me confirming I tested negative, the Avianca staff insisted on seeing a physical copy of the results. They advised me to contact Avianca to reschedule my flight for tomorrow morning. I spent the entire day, about 10 hours, seeking assistance with no luck. It's crucial for me to reach Uruguay as my father is unwell.
Reported by GetHuman5522817 on Friday, December 4, 2020 9:51 PM
I'm attempting to book award tickets using Avianca miles from Minneapolis to Venice. I am unable to locate business class availability. However, when I search from Chicago, I can find business class tickets. The separate search shows economy options from Minneapolis to Chicago. I would like the tickets to be priced with economy from Minneapolis to Chicago and then a connection from Chicago to Venice in Business class.
Reported by GetHuman5528345 on Monday, December 7, 2020 12:38 AM
I recently made a booking with Avianca and now I need to modify my itinerary. Unfortunately, the website isn't allowing me to do it online and is prompting me to contact the call center. However, no one is answering the phone no matter which number I try. I am hoping for assistance from a customer service representative to guide me through my options and assist me with changing my flight details in the itinerary.
Reported by GetHuman-catmisst on Monday, December 7, 2020 1:08 AM
I bought a ticket to Lima earlier this year, but it was canceled because of the pandemic. I was informed I could use this ticket for a future flight. I need to change the travel date and transfer the ticket to my friend for a February trip. I've been on hold for over an hour, trying to speak with a representative for assistance. Can someone help me, please?
Reported by GetHuman-azabrisk on Friday, December 11, 2020 5:37 PM
I have issued a passenger ticket without his middle name which is present on his passport. I would like to update the ticket to reflect the correct passport information. My record locator is 3565RU. The passenger's name should be changed from VASQUEZ/HERNANDEZ/MANUEL to VASQUEZ HERNANDEZ/MANUEL ALFREDO. I kindly request a waiver code for this modification. Sincerely, Antoine Kacem from American International Travel. Reach me at [redacted] My IATA number is 49 [redacted] 6.
Reported by GetHuman5310110 on Friday, December 11, 2020 8:42 PM
Hello :) I need to change my cancelled Avianca flight from London Heathrow to Bogota due to Covid. I initially tried online with my booking reference but was prompted to contact them directly. After a helpful interaction that got cut off, subsequent calls have not been successful. The WhatsApp service has also not been responsive, cancelling my requests even after providing all necessary details. My reservation number is 2RJWFY. Can someone please email me rebooking options at [redacted] or call me at +[redacted]6 or WhatsApp at +[redacted]37? Thank you. Sacha
Reported by GetHuman-sachanor on Monday, January 4, 2021 2:28 PM
Hello, My name is Mirla Céspedes and my partner is Peter Hausberger from Austria. On February 6, [redacted], we booked flights with Opodo from MUC to SCL and back. Unfortunately, due to COVID-19, our flights were cancelled, and we have not received a refund yet. We have tried contacting Avianca, who directed us to Opodo. Despite contacting Opodo, they are facing challenges getting a response from Avianca regarding our refund, which amounts to approximately 1.[redacted]€. Nearly a year has passed, and we are unsure if we will ever receive our money back. The details for our bookings are as follows: Booking numbers for both flights with Avianca: T44RL7 Opodo booking number: [redacted] Date of purchase: February 6, [redacted] Original flight dates: April 8, [redacted] (departure) and April 23, [redacted] (return) Best regards, Mirla Céspedes and Peter Hausberger
Reported by GetHuman-phausber on Thursday, January 28, 2021 11:30 AM
Avianca canceled my flight last year due to COVID. I requested a refund and received an email confirmation on Dec. 8, [redacted], stating that the refund of USD [redacted].95 would be credited to my Chase credit card. It's been over 2 months, and I am yet to receive the refund. Both customer service via chat and phone have been unhelpful. I just want my refund as promised.
Reported by GetHuman-silbermi on Friday, February 12, 2021 6:17 PM
I am having trouble reaching Avianca to book a flight through their phone line, website, and mobile app. I spent a significant amount of time today trying to contact them. As a Lifemiles member in the US, I encountered issues despite spending 6 hours attempting to book a flight. After finally speaking to a representative, I was informed that the flights from Boston to Johannesburg via Ethiopian Airlines on the 21st and 24th of April were the only options available. However, I later discovered that Ethiopian Airlines does not operate from those cities. The representative suggested booking online to save money, but I faced password issues on the website despite multiple attempts to reset it. I have been waiting on hold with Avianca's call center for over 4.5 hours and also tried contacting their various phone numbers with no success. I am concerned about losing my place in line if I hang up now. The urgency to book arises from being advised that only two seats were left for the limited flights available. This trip is significant as I am eager to reunite with my children and grandchildren after over a year of separation due to COVID-19. Having been fully vaccinated, I believe I can travel safely. As a 78-year-old grandmother from Massachusetts, I am seeking assistance with this booking issue.
Reported by GetHuman5808594 on Thursday, March 4, 2021 10:09 PM
Hello, I am in need of a letter to prove that I missed a flight due to illness for insurance purposes. Despite having all the flight details and seat number, no ticket was printed as I didn't travel. I've been struggling to reach customer service, facing call disconnections and ticket number requests. I tried messaging on WhatsApp, but the link provided also required a ticket number. I am feeling stressed from the situation and the cost of calls. I just want to send an email with my flight information to resolve this issue promptly. Thank you, Michelle B.
Reported by GetHuman-lolamich on Friday, March 5, 2021 8:33 AM
Yesterday, I attempted to book a flight using my frequent flyer miles with Avianca but encountered several issues. Despite entering the correct membership number and password on their website, I was unable to complete the booking. Upon contacting customer service, the agent advised me to finalize the booking online for a reduced cost. However, I later discovered that the proposed itinerary involved a connection in Chicago with Ethiopian Airlines, which does not operate flights from there. Following this, I unsuccessfully tried to reset my password multiple times and waited four hours to reach the USA helpline without success. Subsequent attempts to contact the helplines for Canada, Colombia, and the Netherlands also went unanswered. This experience has been incredibly frustrating, especially since I have accumulated [redacted],[redacted] frequent flyer miles with Avianca that I am currently unable to utilize.
Reported by GetHuman5808594 on Friday, March 5, 2021 2:52 PM
I attempted to book a flight using my frequent flyer miles on Avianca's website yesterday. Despite entering the correct membership number and password, I was unable to complete the booking online. I contacted customer service and was advised to finalize the booking online for a lower cost. However, upon further inspection, I realized the agent had scheduled me to fly from Boston to Chicago to connect with Ethiopian Airlines, which does not operate from Chicago. I tried changing my password multiple times and even waited four hours on hold to reach a USA contact number without success. I also attempted to call numbers for Canada, Columbia, and the Netherlands, but no one answered. This situation is incredibly frustrating, especially since I have accumulated 200K frequent flyer miles with Avianca that I am unable to utilize. I am eager to speak with a booking agent either online or by phone to successfully make my reservation.
Reported by GetHuman5808594 on Friday, March 5, 2021 3:00 PM
On February 4, [redacted], we purchased two tickets for a trip from LA PAZ to Cartagena via Bogota for two people. The flight details are as follows: AV246 on 09/08/[redacted] departing from LA PAZ to BOGOTA at 03:20 and AV9540 on 09/08/[redacted] from BOGOTA to CARTAGENA at 07:30. On April 28, [redacted], we requested a refund due to the removal of the international flight from Italy to LATAM because of COVID-19. Despite receiving an email on December 3, [redacted], confirming the refund was accepted within 30 days, I have not received the refund on my credit card. Repeated attempts to contact them via chat have not been fruitful, receiving varying responses. The uncertainty around the world has put me in financial strain, and I am disappointed with the lack of resolution. I have an "escalation number" and have tried reaching out through email, website chat, and WhatsApp without success. This experience has been frustrating and concerning.
Reported by GetHuman5881502 on Wednesday, March 24, 2021 8:58 AM
In [redacted], my wife and I bought 3 Avianca flight tickets to El Salvador, intending to attend a family wedding. Due to the pandemic, our plans had to change, and Avianca extended our ticket usability until December [redacted]. When we tried to rebook for the wedding this year, the process became a frustrating experience. Despite numerous attempts through the call center, we faced long wait times, disconnects, and unhelpful interactions. With the event approaching, we had no choice but to purchase new tickets from Avianca at the last moment. Even though we explained the situation to Avianca representatives during the trip, they directed us back to customer service. After returning, contacting them for a refund has been an ongoing struggle, leaving us feeling helpless and out of options.
Reported by GetHuman-alessbur on Tuesday, May 25, 2021 1:44 PM

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