Avianca Airlines Customer Service Issues

Dear Sir/Madam, I am writing to request a full refund for E-tickets [redacted][redacted] and [redacted][redacted] as I am unable to travel before 31/12/21. I wish to make it clear that if I do not receive a response from you by July [redacted], I will take legal action against you. You offered me a credit, but it is refundable if not used. I have the right to refuse the credit and request a refund, which I am expecting from you. Thank you for your attention to this matter. Sincerely, J. Le Ruyet

On June 10, I attempted to book a flight from Bogota, Colombia to El Salvador online. After selecting the flight, entering passenger details, and making the payment, the confirmation email showed the departure location as Dallas instead of Bogota. I searched for a contact number to resolve the issue but couldn't find one. I also tried to cancel the flight through chat and WhatsApp but couldn't find the option. It's frustrating that I wasn't able to speak to a representative to correct this error. I'm requesting a refund for the mistake since I did not choose Dallas as the departure location.

Yesterday, my partner and I were reserving our flights from San Cristobal, Galapagos, Ecuador to return to Quito on August 8, [redacted]. Unfortunately, we mistakenly booked one traveler twice. Despite our efforts to correct this on the app, we were unsuccessful. I have been attempting to contact customer service via phone, WhatsApp, and Messenger without any luck. Due to my location in the United States, communication has been challenging. I believe I am entitled to a full refund as I quickly noticed the error and have been trying to resolve it since. I urgently need to cancel and receive a refund for the duplicated booking. The name on the ticket is SHAWNA PRICE, Ticket #: [redacted][redacted], Booking #: 2TU5LA, scheduled for August 8, [redacted]. The payment was made using my debit card under the name TONI M MILLER. I appreciate your assistance and eagerly await your response.

I had a ticket for TACA flight [redacted] to Managua, Nicaragua on June 15, [redacted], with confirmation 3WXK2R. At the boarding gate, I was told by an Avianca agent that I wasn't on the approved passenger list. Here is my refund process: - I requested written confirmation to use my ticket later from the Avianca agent but was directed to contact my agency, "Travelocity." - Avianca was unreachable, so I contacted Travelocity on June 16, creating Folio: S#[redacted]7. They advised waiting five business days for a refund response, which I did not receive. - After calling again, Travelocity issued a new Folio: S#[redacted]8, instructing me to wait for a response from them and Avianca. - On July 6, [redacted], Travelocity emailed that Avianca declined my refund request.

Dear Sir/Madam, I am reaching out to seek assistance as I have been unable to get help through the chat or phone services. My reservation with booking code 4CPHA8 has been canceled again. I traveled to Buenos Aires due to my mother's health, who sadly passed away on May 21, [redacted]. I have rescheduled my flight to the US with a ticket for 05/02/[redacted], which was then moved to 06/08/[redacted], only to receive another cancellation email on 07/24/[redacted]. This urgent need to travel is to proceed with my mother's funeral ceremony, essential for all family members (my children, grandchildren, siblings, and other relatives) who couldn't be there during our time of grief. I understand the current restrictions by the Argentine government and appreciate AVIANCA's willingness to assist passengers. I kindly request to at least keep my reservation active and prioritize my flight for 08/06/[redacted], considering the humanitarian reasons explained. Respectfully yours, Silvio Daniel M. Booking Code: 4CPHA8 Email: [redacted]

Hello everyone, I recently flew from Bogota to Madrid and encountered an issue with a piece of luggage that was confiscated during check-in. It was a wooden stick attached to our checked baggage, and despite being told it was forbidden in Bogota, the staff member assured us we could take it as a carry-on. Unfortunately, the stick was confiscated later. The real concern arose when our bag was searched after the security issue. The security check was carried out very carelessly, resulting in damage to sentimental items, pills being spilled, and a missing irreplaceable metal belt buckle of great sentimental value. Additionally, I noticed that some chocolate packets had been opened and were missing, which reflects poorly on the staff's professionalism and respect for passengers' belongings. This experience was one of the worst I've ever had with an airline, and I am especially eager to locate the missing irreplaceable item.

Hello, my name is Valerie. Yesterday I had a flight with Avianca to Salvador with a final destination in Nicaragua. Upon arrival at the boarding gate, the staff informed me that I needed to send my negative test by email 36 hours before. I am quite upset because when I booked my flight with Travel Brand, I specifically asked if I needed to send my test anywhere, and I was told no. Additionally, when I inquired at the airport yesterday, they said it was enough with all airlines. I had to search for a long time to find on their website that one has to send the test by email! Furthermore, a friend in Nicaragua received an email with all the instructions, but I never got that. I had to pay an extra $[redacted] to return to Montreal, Canada. I would like them to rebook the flight for this Sunday for free or provide me with a travel credit. It is your responsibility to inform us of these details. When traveling, one asks and verifies things with all these measures in place, and it is not normal that no one tells you that you have to send it to that email address! My flight number was AV [redacted] (Toronto - Salvador). My name is Valerie Gagnon Bart.

I purchased tickets in December to travel to El Salvador on March 19th with my family. Unfortunately, my son and I got Covid-19 on February 14th and couldn't go. I contacted the airline but faced long wait times. Eventually, they said I could reschedule by December 31st. In May, when I inquired about flying in June or July, they mentioned unexpected fees of around $[redacted] per ticket. I'm frustrated after contacting the airline more than 15 times and waiting hours each time. I attempted to pay the fees to book for September, but the system failed to process my payment after a 3-hour hold. I now desire a refund due to this unpleasant experience.

I was compelled to buy an additional ticket by the agent at the counter, who rushed me into the purchase without explaining the need for a return flight. I felt pressured as I was told I couldn't board without it. I was overwhelmed and anxious traveling with my two dogs and being mentally ill. I was charged $[redacted] in excess baggage fees. Despite filling out forms and attempting to contact them through WhatsApp with no success, I am struggling to get a refund. I am now considering escalating this to my state attorney general as I feel the company is not handling this situation appropriately. I am dissatisfied with the lack of direct assistance for refunds and the overall conduct of the company, and I am seeking a full refund for the unwanted ticket.

Hello, I purchased my plane ticket on July 2, [redacted], with booking reference 4YJ5EC through the Avianca website to travel on August 25, [redacted], from San Jose, Costa Rica, to Miami, United States, on flight AV690. My return was scheduled for August 28, [redacted], on flight AV691. I had all the necessary COVID-19 requirements in place but was denied boarding because my passport, number EP522913, was deemed non-biometric due to a faded front page symbol. Despite confirming its biometric capabilities with the Belgian embassy in Panama, I was unable to fly. I had to purchase a new ticket to Guatemala for visa reasons, with ticket number [redacted][redacted] and booking reference 2DKK9V for flights AV [redacted] on August 25 and AV [redacted] on August 28, [redacted]. Upon arrival in Guatemala, it was confirmed that my passport was indeed biometric. Due to this employee error, I missed my original flights and accommodations, unable to modify them. I request a full refund for booking reference 4YJ5EC. I have unsuccessfully tried to contact Avianca for a refund or support as your current customer service setup seems inefficient and lacks personal assistance. A dissatisfied passenger

I recently received an email from the travel agency stating that my itinerary has been changed. Originally, I was supposed to depart on Sunday, November 28th from El Salvador to San Francisco at 2:55 p.m., but it has been rescheduled to 6:25 p.m. As I have paid a significant amount for the ticket, I prefer to arrive earlier as I need to start work the following day. I have checked ticket prices for other days, and they are significantly lower. Therefore, I am requesting a full refund for my ticket. My Booking # is [redacted], airline Ref 27GLW6. I am Maria C Martinez. I have tried to contact an agent at Avianca, but their service is slow and I cannot afford to wait hours on hold. I appreciate a prompt response. Thank you.

I flew on CM Flight # 5U [redacted] connecting to AV [redacted] with Booking Ref# AV/0059LE. My experience upon arrival in SAP was unpleasant due to the long wait in line with rude, slow, and inefficient ticket agents. Despite explaining my situation as a diabetic needing medication in my luggage, I was forced to leave it behind. This resulted in having to buy a last-minute Delta ticket. Now, I am seeking a refund and addressing my next flight on 10/20 - Flight AV [redacted] with Booking ref. AV/0059LE and Flt # 5U [redacted]. I have attached relevant receipts and hope for a prompt resolution. The lack of care and poor service from Avianca staff was distressing and unacceptable. Contact me through this forum as I currently do not have access to my personal email.

I have requested a refund for my flight due to a change that could not be accommodated [BOGWE-[redacted]]. I am a travel agent and group organizer bringing 27 passengers to Ecuador, many of whom booked Avianca flights. I seek a timeline for resolving this issue as it will impact my social media and company's blog. I am prepared to take legal action, including a possible class action lawsuit, if Avianca does not address our claims honestly. My clients and I have detailed records of all communications with Avianca. Thank you, Eduardo Dias Brito.

I recently booked a ticket online from Guayaquil to Baltra Airport and back from San Cristobal Island to Guayaquil through CheapOAir. After realizing I made an error by booking the first reservation for the 27th instead of the 29th, I reached out to CheapOAir for assistance. Initially, the customer service representative canceled my reservation and assured me of a refund, but I wanted to only change the date. After some back and forth communication, I was left confused about the refund process and additional charges. I sought help from my Chase Credit Card representative who discovered a series of charges, including one from Avianca Airlines for a round-trip ticket. I am unsure about the total costs and need clarity on the situation. As a senior citizen struggling with technology, I hope to resolve this issue promptly. Thank you for any assistance you can provide. Patricia W. Email: impwhite!@yahoo.com Phone: [redacted] (home) or [redacted]. Thank you for your help.

Upon my arrival at IAD at 2:30 am on 11/1/21, I encountered an issue with obtaining a wheelchair from Avianca. Despite my request due to multiple spine surgeries and a replaced knee, an employee named Fatima Marquez, stated she couldn't assist as it was not noted on my boarding pass. This resulted in a painful 45-minute wait in line. I am profoundly disappointed by this lack of empathy and service. It's disheartening that a missed notation leads to such customer mistreatment. This experience, especially during a difficult time of traveling to bury my mother, has left me resolved never to fly with Avianca again. My name is Marisol Billingslea, and I am open to discussing this matter further.

I would like to share my experience dealing with Avianca. In early [redacted], prior to the pandemic, I made a flight reservation with them from Colombia to London. Unfortunately, the flight was canceled, and I received a voucher for future use. Due to the ongoing pandemic, traveling has been challenging, and we are unable to utilize the voucher by the given deadline of December 31, [redacted]. The cost of the mandatory quarantine for entering the UK from Colombia is exorbitant, making it financially unreasonable for my wife and me. Despite my numerous attempts to contact Opodo, the booking agent, and Avianca, I have not received any assistance, and my concerns have been unanswered. Regrettably, it seems we may have to accept losing the £[redacted] paid for the unused flight. My reference numbers are Opodo [redacted] and Avianca QOX7WF. Thank you for your attention. Best regards, K.R.

I will contact the FBI, as my son flew with your airline on Sunday. He was harmed by the changes made by you. At Los Angeles airport, the flight was delayed by two hours. Unfortunately, I do not know the flight number. My son mentioned in an email from the airport that he was informed of the two-hour delay upon arrival at the airport, which contradicts the information given by the automated system. There is no human assistance available for such serious matters. I have been calling for hours today attempting to get updates, but only the machine responds. My son has not been seen since early morning, and one leg of his journey is missing. Your airline is responsible for this terrible service. Prior to the pandemic, I have had issues reaching anyone for assistance. This concerns a life, my son's life. He traveled on Sunday night, and upon arrival, everything had been changed without his knowledge much earlier. Your treatment is unacceptable, and I have proof of these claims and my numerous unsuccessful calls today. Urgently, no more time can pass. Please contact me at [redacted].

I have been unable to utilize my flight vouchers and would like to request a refund. Originally, my flight was affected by the COVID-19 outbreak in Chile due to travel restrictions. Despite trying to use my voucher a year later while in Colombia, I encountered challenges in reaching a representative. I have faced multiple flight cancellations related to COVID and need the refunds to plan my travels for [redacted]. Following the cancellation of my flight QKCDB3, I received a replacement voucher, JGNUNK, but it had an incorrect expiration date. I tried to apply this voucher to booking flight 27CA3X, which was also impacted by the COVID border closures in [redacted].

Hello, my name is Sandra Q. and my husband, Isaac Q., will be traveling to El Salvador from January 3, [redacted], to January 23, [redacted]. I am concerned about the new COVID-19 testing requirement to return to California as our flight departs on a Sunday when clinics are closed. I need advice or assistance with this situation. Is it possible to change our return flight to a Friday instead? This change is necessary due to the closure of clinics on weekends. I attempted to contact Avianca but have been unsuccessful. Thank you.

I landed in Santa Cruz on December 21st, but my luggage is missing. JetBlue originally had my bag during my flight from Boston to New York and was going to transfer it to Avianca. However, JetBlue claims they don't have my bag, and it was handed over to Avianca on December 20th at 12:17 am. Currently, my bag is with Avianca, but there is no information on its whereabouts or expected arrival time. My name is L. Freitas.