Avianca Airlines Customer Service Issues

Good day, I purchased a flight from Barranquilla to Miami scheduled for November 18 to November 28, [redacted] (reservation code PRLHDI). Unfortunately, due to medical reasons, I had to change the ticket to March 17 to March 27 (reservation code LIRQX7), but because of the pandemic, I couldn't travel with my son. Despite multiple attempts, I never received a response from Avianca regarding obtaining a voucher for the ticket value. Therefore, I am requesting a refund for the two tickets based on the original purchase price.

Hello, I am requesting a refund for my business class upgrade on booking reference [redacted]. My experience did not match the advertised service. Firstly, I was pulled aside during the priority boarding due to a luggage issue on my ticket that I did not have. On the flight, I could not access the in-flight entertainment because there were no headsets available. The beverage selection was limited (I had to settle for water as I don't drink regular coke or coffee) and was offered only once during the 5-hour flight. Given the $[redacted] Canadian dollars extra I paid for the upgrade, the service fell short of my expectations and the promised standards. I am seeking a full refund. Thank you for your attention to this matter.

I recently requested a refund from Avianca due to a cancelled flight I had booked through a third party. Avianca approved the refund but faced issues refunding it to my credit card as they claimed it had expired. I provided them with my updated credit card expiration date for [redacted] and also sent them my current account details with Swift and IBAN numbers. Despite this, I received another email stating that my refund request was denied due to missing information. I am frustrated as I do not want to lose the £[redacted] I paid for the ticket. I attempted to contact their call center without success. Any advice on how to proceed would be appreciated. Thank you.

Tenemos una reserva para viajar de Medellín a Montería mañana 8 de julio, pero mi esposa se enfermó con síntomas de gripe y no podrá viajar. ¿Cómo podemos cambiar el vuelo para la próxima semana? ¡Gracias por su ayuda!

Dear Sir or Madam, We were denied boarding/check-in for our flight from London Heathrow to Bogota on 18/7 with booking number 2ZPUC5. The passengers listed as Lara Donnelly and Cora de Silva were informed of this rejection just one day in advance. Despite our best efforts to resolve the situation amicably, we were only presented with the option of taking the same flight one week later. We found this to be highly unsatisfactory. Although an alternative flight from Madrid to Bogota was eventually offered, we were disappointed that the airline would not cover the cost of transportation from Heathrow to London. This lack of assistance led us to book and pay for our own flights to Madrid, incurring additional expenses. We want to make it clear that we do not consider the rerouting from Madrid as sufficient compensation for the inconvenience caused, and we intend to seek reimbursement for any extra costs related to alternative travel, accommodation, meals, and transfers. While we understand the challenges faced by the industry, a little assistance and understanding in such situations would be greatly appreciated.

Today, while flying from Rio de Janeiro to Bogota, my friend had a ticket with baggage included but has a bad back, supported by a medical certificate. As I was helping by carrying his bag, I entered the final check after him. Despite explaining multiple times to the attendant that the bag belonged to my friend, and offering to bring him back to confirm it, she was uncooperative. She sternly demanded that I pay $80 to check the bag. I was taken aback by her aggression. I would like to request a refund for this unjust charge, as the baggage was my friend's responsibility, not mine. I possess images of the boarding passes and payment receipt for proof. Unfortunately, I am unable to reach customer service through WhatsApp, which is frustrating. Any guidance on how to proceed with my claim would be appreciated.

Hello, I urgently need your assistance with my missing luggage situation. I am currently in Bogota, having flown from Munich with a connection on Avianca due to a canceled flight. I have been informed that Avianca should be able to assist me. The initial canceled flight was KL [redacted] on August 3, [redacted], at 9:25 from Munich, which was then rebooked to UX1518 to Madrid and finally AV11 to Bogota on August 4, [redacted]. Unfortunately, my luggage did not make it to Madrid. The luggage number is 0074KL710210, and it is a black backpack from the brand Deuter packed in a black bag. Additional details include my full name Markus Ruediger Ungerath, home address at Am Mitterweg 6, [redacted] Prien, Germany, email address [redacted], booking code KUJ77X, e-ticket [redacted][redacted], and baggage tag number 0074KL710210. Please confirm the receipt of this message. Your help is greatly appreciated. Thank you. Warm regards.

Good afternoon, I kindly request your assistance in changing a flight to Barranquilla. Our family trip to Barranquilla is scheduled for August 14th departure at 9:00 a.m. and return on August 20th at 12:32 p.m. I purchased 4 tickets, but my eldest daughter can't make it on August 14th at 9:00 a.m. and we need to change it for the same day in the afternoon or on Monday, August 15th. Yesterday, the Cundinamarca Volleyball Selection informed us that our daughter was chosen to join the youth volleyball team and must be present on Sunday, August 14th. Due to this, she can't travel with us at 9:00 a.m. and we need to make changes. We all return on August 20th at 12:32 p.m. as planned. Please advise me on what steps to take so she can enjoy the trip with us to Barranquilla. She's a minor, and I don't have anyone to leave her with at home for a week...I can't leave her alone for an entire week. Thank you sincerely for your prompt response and cooperation.

Hello, I am writing to share my recent experience with canceling my flight to Lima on 2 December through Last Minute.com. When I discovered that I would only be receiving less than half of the money back due to not carefully reading the terms and conditions, I was truly disappointed. I am reaching out to inquire if there is any possibility of receiving a higher refund amount or rebooking the flights for November instead. I had been saving for this trip for years and planned to travel with a friend in December. Unfortunately, a family situation arose, leading to the cancellation of the booking with the hope of rescheduling the flights. If I am refunded only half of the amount, it will prevent me from going on the trip entirely as I will need to reimburse my friend. I deeply regret my oversight in not comprehensively reviewing the refund policy and sincerely ask if there is any way to resolve this situation. Thank you for your attention to this matter. I look forward to any assistance you can offer. Best regards, Flo Downing

I flew from India to Santo Domingo on August 27, but unfortunately, my suitcase did not arrive with me. It has been over 8 days now, and despite my efforts to contact AVIANCA, there have been no updates or assistance regarding my missing bag. I am on a business trip for 15 days, and all my necessities were in that suitcase. I have been trying to reach AVIANCA through all possible channels, but there has been no response or resolution. This lack of communication and assistance from the airline is incredibly unprofessional and disappointing. I urgently request to be connected with someone who can provide me with an update on my missing suitcase.

I need to reserve luggage and seats for my flight U82SPG. I usually book through Booking.com for your airline. Can you provide information regarding the Lufthansa flight? I will forward the Booking email. From our end, we can only book luggage and seats for flights operated by Avianca. The first and last flights are operated by Lufthansa, and only Avianca as the main airline can access that information. Before booking for the rest, we suggest contacting Avianca to inquire if it's possible to reserve luggage and seats specifically for the Lufthansa flights or if it's mandatory for all flights. Please reach out to Avianca first and then to us to let us know if we should book the additional services just for the specific flights or refund the amounts to you.

Hello, I recently purchased tickets from Geneva to Colombia, with a stop in London, through the Avianca website. Unfortunately, I received an email notifying me that our flight from Geneva to London (Flight N°BA735) on October 15th has been cancelled. I am concerned about missing our connection to Bogota and would like to understand the procedure for obtaining a new flight. My family of four will be traveling together, and I believe it is the responsibility of Avianca and British Airways to provide a prompt solution. Could you please advise me on whether I should contact Avianca or British Airways first? Additionally, I am looking for the customer service number to assist with this type of airline cancellation. Thank you in advance for your assistance in resolving this issue and preventing any disruptions to our travel plans. I eagerly await your response with a resolution. Sincerely, G.T.

Hello, I am following up on the email I received from Avianca. Could you please confirm the flight times for my trip from Los Angeles to Lima, scheduled from March 7 to March 8, [redacted], and send me the electronic tickets and invoice? I am attaching what I found on Viewtrip Travelport. I see a confirmed reservation on the Avianca website with a layover in Bogota, but the Bogota to Lima flight is not yet confirmed. Initially, my ticket included a Los Angeles/San Salvador/Lima flight with 23kg of checked baggage for Mr. Alter Eddie and 1 cabin bag for Mr. and Mrs. Alter per person for the entire journey. However, I do not see the checked baggage allowance on the new Los Angeles/Bogota/Lima route. Additionally, I do not see any seat reservations for the Bogota to Lima flight, even though I paid for these reservations when booking through Edreams. I want to emphasize that I already paid for the checked baggage and seat reservations at the time of booking. Thank you for your assistance. Eddie Alter

I bought online tickets for my father and mother-in-law, including paid baggage. We encountered an issue with the carry-on we already paid $45.00 for on the Avianca website. Right before boarding, an Avianca employee rudely demanded payment from my father-in-law for the carry-on. Despite his insistence and trouble displaying the receipt on his phone, the employee threatened to withhold the bag unless paid $[redacted].00 on the spot. This situation caused unnecessary stress for my elderly in-laws and felt like an abusive practice.

My granddaughter, Makayla Bowler, was scheduled to fly from Heathrow to Bogota on AV121 on August 24, [redacted], with a connecting flight to Quito the next day, both with Avianca. Due to technical issues, AV121 was canceled until 5:30 pm on August 25. This delay caused her to miss her connection from Quito to Loja, resulting in her losing her job and having to abandon her trip to Ecuador. Avianca has refunded £[redacted].06 for the Heathrow to Bogota flight but has refused to refund the Bogota to Quito portion of her ticket. Her compensation claim for the delay has also been rejected. The customer service experience with Avianca has been disappointing. I am seeking advice on what our next steps should be, as I have only found a sales office address for this airline in the UK. Thank you.

Dear Team, We, two retired German individuals aged 67 and 75, hold valid passports and are fully vaccinated. Despite checking Argentina's official websites multiple times, we couldn't find the regulation requiring a ticket out, excluding those needing a visa. On August 16, [redacted], we booked two one-way flights with AVIANCA to Buenos Aires for around €1,[redacted]. The booking reference is 4TL5OE, and the ticket number is [redacted][redacted]. While we received boarding passes for Madrid-Bogota and Bogota-Buenos Aires, we faced issues with the Munich-Barcelona leg with Lufthansa. At the airport, Lufthansa denied boarding as we lacked proof of exiting Argentina. We were instructed to buy a one-way ticket back at a staggering €5,[redacted]. We refrained from flying. Our questions remain unanswered: Why didn't AVIANCA inform us about the required return ticket? Why issue a boarding pass for Bogota-Buenos Aires without meeting entry conditions? We seek a refund but contacting AVIANCA proves challenging. We hope you can assist. We have purchased new round-trip tickets for October 11 to December 15, [redacted], for South America travels. Best regards, Peter A. S. Gangkofen

Dear Customer Service, I am reaching out to share the frustrating experience my boyfriend and I encountered during our recent travel plans. Our flight BA0955 from Munich to London on October 23, [redacted], was delayed over 14 hours, causing us to miss our connecting flight AV [redacted] from London Heathrow to Bogota with Avianca, ultimately impacting our journey to Medellin. Despite efforts to resolve the situation with both British Airways and Avianca, we faced challenges as each airline directed us to the other. Upon our arrival in London on October 24, [redacted], British Airways informed us of a rebooked flight to Bogota for the same day, but upon reaching Avianca, we discovered our reservation had been canceled due to a mistake. After encountering confusion and spending hours waiting, we were finally able to confirm our reservation with Avianca, only to face yet another setback during check-in, where our booking was suddenly invalid. This left us stranded at the airport, necessitating additional hotel accommodations as we seek a prompt resolution to rebook our flights for October 25th. We sincerely hope for a swift resolution to this matter as we are eager to resume our travel plans. Thank you for your assistance in sorting out this situation. Warm regards, David E. Haller and Nathalie A. Muser

My flight to Cusco in April [redacted] got canceled due to Covid-19. I received an email offering a voucher for the flights which I can use to rebook, but I am unable to redeem it on their website. I called and waited for about 30 minutes before speaking to a representative who promised to help but then put me on hold for another 30 minutes before I gave up. I'm solely trying to rebook the flights and am not seeking a refund.

Dear Sir/Madam, On October 13th, [redacted], I intended to purchase a one-way ticket from Avianca for my wife, traveling from Curacao to Colombia on November 24th, [redacted]. However, the travel agency mistakenly booked the ticket for October 25th, [redacted]. I promptly notified the agency of the error, and they halted the transaction. They assured me that Avianca would issue a refund. My bank has informed me that the refunded amount is currently on hold and suggested that I contact Avianca to expedite the release of the funds. Meanwhile, I have already purchased another ticket for my wife with the correct date. The booking reference for the new ticket is 4kyj8b. Below are the details related to the incorrect ticket, my wife's information, and my prepaid credit card: Incorrect ticket: Booking ref.: TA22225U Wife’s name: Ludis del Carmen Agamez Rivas Issued for October 25th, [redacted] Name of prepaid Mastercard holder: Jesse Thode (Husband) Account: [redacted] Valid thru: 08/23 Possibly, this information will assist you in resolving the matter. Sincerely, Jesse Thode

Regarding booking number SLOZ2I for Fritsch/Torsten and Mussotter/Sabine, our flight from Bogota to London on 10/31/[redacted] experienced a delay due to technical reasons, resulting in a late arrival at 04:00 AM on 01.11.[redacted]. Consequently, we missed our connecting flight from London to Berlin and had to arrange our overnight stay in London. The hotel voucher provided by Avianca for Radison Blu Edwardian Heathrow was not accepted, and after unsuccessful attempts at neighboring hotels, we secured accommodation at our own expense. We seek reimbursement of [redacted],00 GBP for this expense incurred due to the flight delay. Please advise on the necessary documentation and process for reimbursement. Thank you for your attention to this matter. Best regards, Torsten Fritsch.