Avianca Airlines Customer Service Issues

I purchased tickets for my son, J. D. Ortiz, and his family for a flight from Medellin to Cartagena on June 27, [redacted]. I provided my email address to receive the itineraries, but I haven't received them yet. The only information I have is the Booking Code: 3UKSVZ, and I paid $[redacted].90 for three round-trip tickets. J. D.'s email is [redacted] Please resend the itineraries to his email.

On April 21, [redacted], I couldn't travel from La Paz to San Juan due to illness. I tried to inform Avianca about the situation for a change through phone calls, WhatsApp, and by sending someone to the airport. Nobody answered the phone, the WhatsApp system wasn't working, and there was no one at the airport all day! My daughter called from Puerto Rico, and they told her I had to buy another ticket, and then they would reimburse me. I ended up paying double for the ticket! I am requesting that reimbursement since Avianca didn't have any customer service available, and due to my illness, I couldn't travel. I have a medical certificate available. I am 66 years old, and it is very unfortunate that I was forced into this situation. I would appreciate it if you could process the refund to my credit card as soon as possible. Thank you in advance, Rosa Diaz.

I requested a refund weeks ago for 2 canceled tickets. I have the following details for each passenger: 1. Cesia Rojas benitez Case number: RFOPS – [redacted] Ticket number: [redacted]–[redacted] 2. Kiara Rojas Case number: RFOPS – [redacted] Ticket number: [redacted]–[redacted] I had previously been informed that my refund wasn't processed because the airline couldn't reach me and instead issued a UATP card, which I do not wish to use. I would appreciate it if you could contact me to arrange a refund through suitable means. Please reach out to me at [redacted] or [redacted]. This concerns my wife and daughter, as indicated by the names shared above. I recently spoke to one of your agents who advised me to provide this information. I'm looking forward to your prompt response. Thank you, Timothy McLaughlin

My in-laws flew from Guayaquil, Ecuador, to NY yesterday. They were on the plane for 6 hours without being able to eat or drink as you did not mention that only cards were accepted for purchases. Both are elderly and have diabetes and high blood pressure, so not having food or water affected them. This change was not clearly communicated, and not everyone in our country uses cards. It would be helpful to have alternative options for older passengers like them. We would appreciate some clarification on this matter, especially if they can use a gift card for food on their return flight. Thank you.

During our trip from Quito to Halifax on April 25, [redacted], my husband and I encountered an unexpected situation at the airport during check-in. The staff member explained that the fees for our luggage were much higher than expected. Despite the initial confusion, we were charged $[redacted] for the first bag and $[redacted] for the second, totaling $[redacted]. When purchasing the tickets, the stated fee for the first bag was $35, and the sudden discrepancy was unsettling. The charged amounts were not reflected on the website, causing confusion and frustration. I am seeking a refund for the excess charges we incurred.

Regarding File Reference # NYONCM Ticket # [redacted][redacted] and [redacted] for passengers Mr. Ronald Boychuk and Mrs. Suzanne Boychuk, I am Carol Swaykoski, a CTC travel agent at Marlin Travel in Victoria, BC, Canada, contacting you concerning the cancellation of the mentioned tickets with South American Vacations on February 27, [redacted]. The tickets were for business class with a cost of $2,[redacted].28 USD per ticket and a cancellation penalty of $[redacted] per ticket. Despite receiving a UATP card valid for AVianca and other South American airlines, the Boychuks are now unable to embark on such a journey due to their health. They are requesting a refund to their original credit card. Kindly address this matter and respond to [redacted] promptly. Your cooperation is appreciated. Thank you. Best regards, Carol Swaykoski, CTC.

Good morning. On May 21st, two of my family members were supposed to travel from Mexico City to Managua. Due to the absence of boarding passes from the Avianca app, they were not allowed to board the flight AW433 with Aeromexico at the Havana airport during the check-in process. Reservation code is 2HQAGP. We are requesting a refund for the inconvenience caused. We are waiting for a response. If not possible, could we rearrange the trip from El Salvador to Nicaragua at no extra cost? I can email a screenshot of the check-in issue. Thank you for your attention.

On March 15, [redacted], Mr. Rain Tan purchased his preferred seat on the Bogota to Los Angeles flight using AV 84 (Airline Reservation Code: 56OE6K). Though he presented his Mastercard Corporate Card during the transaction, the charge did not go through according to your staff, so he paid $[redacted] in cash. However, our April Corporate Card Statement for Mr. Tan now shows the transaction has been credited. It appears you charged his corporate card for the seat he already paid for in cash on March 15. As a result, we kindly request a refund of the $[redacted] cash payment from Mr. Tan. I can provide a copy of the receipt and card statement if necessary. Your prompt attention to this matter is greatly appreciated.

I was charged $[redacted] for two bags during my flight to Vancouver from Santa Marta. The airline claimed I didn't check them in online, despite my attempts and being instructed to go to the airport. The original price on my itinerary was around $[redacted] for both bags. At the airport, the check-in assistant insisted I pay or would be denied boarding, so I paid. Unfortunately, due to a missed flight, my bags only made it to Cancun. I am requesting a full refund for the baggage fees as this situation feels like extortion and manipulation. If not resolved, I will escalate this matter to various media outlets and consider legal action.

I am planning a trip from Colombia, where I hold a residency visa, to the UK, my country of birth. I have obtained a new valid UK passport, while still having my old one with the residency visa. A [redacted] law allows me to travel with both passports without transferring the visa. I intend to reach out to Avianca to verify this before finalizing my ticket booking to prevent any issues during check-in or boarding.

Our flight schedule has been altered, and we were given the option to select a more convenient time within our two-week travel window. Nonetheless, we prefer a refund instead of rebooking. Regrettably, the refund section on Avianca's website is malfunctioning, as I consistently encounter an error message stating "oops something has gone wrong. try again" whenever I attempt to submit my refund request. Despite submitting almost ten applications, I have verified the details repeatedly.

I am in need of a prompt response regarding a complaint I filed with one of the supervisors at Avianca named Iliana, who works at New York airport. I have had a complaint since November [redacted], and no one has contacted me for compensation or shown empathy. It seems unacceptable to treat customers this way, especially when it involves a pet that is part of my family that was left forgotten in the cold for over an hour. My name is Guadalupe Arana, one of the passengers, with Anabella Portillo and Jaime Arana, a senior citizen, and my dog Brady Portillo, who received inconsiderate treatment. They mentioned they would be in touch, but no one ever did, and I kept calling only to leave messages. If anyone could kindly reach me at [redacted] and my email will be provided below.

I missed my flight [redacted] from El Dorado airport in Bogota to New York, JFK airport. I arrived at the airport around 4:50 a.m. The check-in line was long and service was slow. After checking in, the immigration lines were chaotic. Despite explaining my situation to airport personnel, I was unable to board on time at gate 53. I had to purchase another ticket for flight [redacted] at $[redacted]. Being put on standby (SBY) adds to the frustration, leaving uncertainty about boarding. This experience has been disappointing and shows a lack of consideration and respect for passengers.

I traveled with your company on April 26 from Bogota, Colombia to Orlando, FL. I was forced to check my carry-on bag, which arrived scratched and missing a wheel. I immediately filed a claim at the airport within 24 hours. I provided evidence and photos of the damaged bag. Baggage Report Number: MCOAV [redacted] Confirmation Number: 3UUIEN Baggage Number: [redacted]5 My name is Aura Rosa S. My case was supposedly closed without a response. After calling, I was given a new case number: [redacted], but have yet to receive a response. I would like to know the next steps as I paid for a service. The brand of the bag is "VINALDI." Thank you for your assistance.

Hello! I hope you're well. I'm Shaked Labrisch. I made a reservation for 2 people from Lima to Medellin with a layover in Bogota: booking reference 3Y6SA6. I received a notification shortly before my flight about a luggage order error. Despite my attempts, I couldn't reach the company in time as Avianca did not answer the phone promptly. At the airport, I had to pay $[redacted] for both people instead of the originally refunded amount of [redacted].98 GBP. I kindly request the reimbursement of the difference. Thank you in advance.

I recently traveled from Seattle to LAX and then to San Salvador with 7 suitcases. Unfortunately, the airline lost 6 of my suitcases. They have delivered 3 of them to my house, but I am still waiting for the other 3. Despite repeated calls, they keep saying they don't know and to wait. When I received the 3 suitcases, half of the contents were missing. I had paid $[redacted] for my luggage and I am seeking reimbursement for the lost suitcases. It's frustrating to be told repeatedly that they have no information. I'm desperate to know if they will be able to locate my missing belongings.

On June 28, I purchased a ticket to Cartagena, Colombia. Due to an emergency with my son, Luis Gaviria Navarro, when I arrived at the airport for check-in, I discovered that my ticket displayed the wrong last name "Douglas" instead of my real last name "Navarro." As a result of this error and the urgent situation, I had to buy a new ticket. I previously attempted to contact Avianca about this issue without success. Now, I urgently need to return to Florida and require assistance in resolving this matter. Please help me retrieve my ticket. If needed, feel free to call me at [redacted]. Thank you, Ledis Navarro.

Dear Team, I am seeking clarification regarding booking code JBZK34 for Mr. Falk and Mrs. Falk. Originally booked for a November 4th flight from Guatemala City to San Jose at 9:50am, they were later rebooked on the same day for a 5:45am flight. I am curious why the 8:05am flight AV653 was not offered as an alternative. I kindly request information on the possibility of revalidating the booking free of charge due to the change in the flight schedule. Please make a note in the booking accordingly. Thank you for your assistance. Sincerely, Anthony Caillaud Lead Agent American Express Global Business Travel O: +41 44 [redacted] 21 54 | [redacted] amexglobalbusinesstravel.com

We attempted multiple flight purchases but were prompted for a credit card number we are unfamiliar with. Consequently, we received flight numbers 3F5YAB without payment confirmation. However, we have a conflicting reservation with another airline for a flight from Medellín to Cartagena on August 20, [redacted] under flight number 3F5YAB. Thank you, P.B. and V.V. Email: [redacted], [redacted]

I attempted to purchase two flights from Medellin to Cartagena for August 20, [redacted], flight number 3F5YAB. Unfortunately, the website requested a credit card number we did not possess. We made multiple attempts using two different cards (holders: V.V. and P.B.). Surprisingly, we received two confirmation emails without confirming any payment. We have already obtained tickets from another airline. Thank you.