I am at the end of my patience with Avianca. When Covid started we had our flight home from Costa Rica cancelled. Not an issue. The world was crazy and every airline cancelled flights. It took us months snd months after they said we could get a refund to get a voucher instead. Now almost a month ago I called in to use this voucher and made a reservation. Not a problem doing that. I got the flight I wanted at a good price. It was going to use part of my voucher and then they said I would get a new voucher with the total remaining. They said I would have my tickets within 8 hours. To make a long story short since that time I have spent hours and hours trying to call in, trying to get my tickets. Every time I’m told you will have them within 48 hr. Or something similar . The time comes and passes and I hear nothing. This week I was in Costa Rica. I spent 2 hr travelling across San Jose to go to a ticket centre. They told me the same thing. They can’t fix it. Another department has to. You will hear back from them. Meanwhile if I now search for the flight it has doubled in price and as far as I know I’m not confirmed to be on the flight. HELP!

Basically giving one star because there is nothing less AVIANCA HAS MADE THIS TRIP ONE OF THE WORST TRIPS IN SO MANY WAYS I CANT STRESS HOW MUCH THEY HAVE PLAYED AND MADE FRUAD MOVE IN EVERY ASPECT OF OUR TRIP.... CUSTOMER SERVICE DOESNT EXIST CALLED A WEEK AHEAD OF.TIME TO BOOK PUR LUGGAGE AND THEY WOULD CUT THE CALL HALF WAY THEN SAY THE SYSTEM WASNT LETTING THEM AND AFTER THE 11TH ATTEMPT A DAY BEFORE OUR TRIP THEY HAD THE ODASITY TO SAY THAT THERE WASNT ENOUGH TIME TO BOOK WITH THEM THAT I HAD TO DO IT AT THE AIRPORT AND PAY MORE PER EACH BAGGAGE BECAUSE I DIDNT CALL WITH ENOUGH TIME THEN I ASKED IF I COULD AT LEAST PAY FOR MY RETURN BAGGAGE WITH 2 WEKKS HEAD OF TIME AND THEY SAID THEY COULDNT BECAUSE THE SYSTEM HAD ME BLOCKED FROM SO MANY ATTEMPT ..... SECONDLY THEY WANT US TO FORCEFULLY SELECT PAID FOR SEAT ON THE ONLINE CHECK IN AND SINCE WE DIDNT SELECT THEM THEY CHARGED US AT THE AIRPORT EXTRA FOR THE SEATING.... WHAT A DISASTER OF SERVICE AND MANY LEVELS. THEYBUSED TO BE MY #1...NOW MY NEVER AGAIN PLEASE BE AWARE HOW THEY ARE TAKING ADVANTAGE OF THE WHOLE COVID FLYING TO GET MORE MONEY FROM PEOPLE TRAVELLING WITH THEM

I wish I could give this a -17 stars. Terrible customer service. OLD airplanes, its criminal they charge such high prices for outdated planes, even in business class! Every year, theres a new policy charging customers for additional things that used to be included.

Awful. My friend has been on hold 6 hours, hung up on twice. They claim our payment didn’t go through when we have the confirmation number from the bank and the charge is visible. Not honouring the flight, so now we’re out $700 with no flight. This is madness. Obviously the bank is giving fraud protection, but this has been handled terribly on their end.

I bought a flight from Guatemala City to Tikal, for about $250 US. They canceled my flight when the pandemic was getting started, and I applied for a refund. Then they told me I had applied for a VOUCHER, which was a COMPLETE LIE. They are impossible to get a hold of. Finally I talked to a guy after being on hold for more than an hour but he refused to help me. You cant cancel someones flight and keep the money. Avianca is run by crooks. They are a SCAM - avoid at all costs! Negative 1 star.

The worst customer service, you close the call and you must wait more than 1 to 2 hours for it to answer you. I NEVER USE THIS AGENCY AGAIN, NEVER AGAIN IN LIFE..

Avancia is one of the best airlines but they overcharge your crédit cards but it is good servicie with the new ceo of avancia mánager

The worst airline there is nothing else to add. Just dont buy tickets with this airline, they will cancel your flight and they take long periods of time to answer the phone and long long time to get your refund.Do not waster your time.

As of today (Feb 24 2021) Avianca is only flying 30% of its flights and non-essential intl travel is being discouraged by most govts YET Avianca is still stating their travel vouchers will expire Dec 31 2021. It was hard enough accepting a voucher rather than a refund for a cancelled flight in March 2020 but this is completely unacceptable. If Avianca aspires to be a viable intl airline, it must treat passengers fairly. BTW, the telephone cust service is impossible to access. Really??!!

One star is too many. Avianca cancelled my flight from from Toronto to Quito in March 2020. They promised a refund and have rejected my refund requests. It is impossible to get them via phone, email or chat. It has been 10 months and I still dont have my money or any word from them - all other airlines have sent me back money since. Disgusting.

Waiting at the Miami International Airport while I attempted to visit the Avianca VIP lounge. I was told they were at capacity and to wait closer to my boarding time. The amount of time we were allotted to stay was 4 hours at the lounge and the woman at the front desk told us to go back an hour before our flight time. This was ridiculous as we had planned to have a relaxing time to spend in the lounge before our flight. I visited the lounge again an hour later and before I even entered the doors the woman shouted “NO!” at me. THIS IS TERRIBLE CUSTOMER SERVICEI proceeded in asking if we can enter as we have watched many people leave the lounge. She claimed that they were still at capacity and that only business class could enter. I have signed and paid for a credit card with these additional benefits to enter the lounge and this woman was withholding that from me because I was not business class. As I was walking out a customer from the lounge was leaving and overheard our conversation. She told us that she spoke the same way to her and did not allow her to enter until 2 hours before her flight. As she came down, she told us that the lounge was HALF EMPTY! This does not sound like capacity to me and this woman is power tripping all the clients who are not business class and withholding our right to enter. THIS IS UNBELIEVABLE and gives a bad name to Avianca AND Miami International Airport - MIA

This company is a piece of you know what. After a pandemic my flight gets cancelled and they want me to pay extra for my return flight which I already paid. Not to mention they keep hanging up on me so I can never book my return flight. They make it impossible for a credit as well. They have also cancelled my flight twice! meanwhile other flights are working just fine.

HORRIBLE SERVICE!!!Degrading and completely unacceptable Customer Service from Jasmin Martinez. Camilla is amazing. She knows how to use her EARS and listen to someone when speaking. They need more employees like her!I needed to make a change for my friends booking and since she did not have a credit card, I called in to do it. I work for a Travel Agency - however, I did not make this booking with my company directly as my Friend had a credit on file with them. To use the credit, it has to be booked with them directly the advised.They asked me for my passport number and job and etc.. and i said I am a travel agent - right away. The Rude and Incompetent Jasmin Martinez transfers me to the Travel agency department and not help me.I get to the Travel agency department and they said that since i did not make this booking in my system, they cannot touch it and i had to go back to the department i was originally in.3 hours later *and i kept getting the employee Jasmine by the way* i demanded to speak to a Manager at that moment because at this point, i had enough (rewind 2 hours prior to this and i was told that there are no English speaking managers at the company also by her)Anyhow, i get Gerson, a manager and he tried to cover for the untrained employee saying that I said i was an agent and she was doing her job by transferring me to the agent departure..blah blah blah.. I said, maybe she should learn to listen and not be so quick to transfer people and actually do the job she is being paid to do - Customer Service. It clearly shows in their system that the booking was issued by them and not my an agency.This is absolutely mind blowing, repulsive and disgusting!I only needed to make a change, simple - and i got transferred back and forth for 3 hours.And I have all the recordings to show the pain and stress i just endured.I would love the opportunity to discuss this further and hopefully employees like Jasmin Martinez can use this If i am unable to resolve this, this will be the last time my friend and i book with Avianca sadly. We have lots of family and friends that go back to Ecuador several times a year and will be having to look into using other services from here on out.

Horrible customer service. Was waiting more than an hour on the phone on hold and still no one answers. I am so disappointed. They are completely lazy and careless.

I will like to talk with the general managers people here is really bad and is doing a bad reputation on this big airline

Have been waiting 5 months (and counting) for a refund. Unacceptable.

Everything was good

Incredible how they make fun of people, the customer service is the worst, I was more than 6 hours, I spoke with three people and they all put me on hold and they never solved my problem, and they never solved it. I wanted to reschedule a flight that was affected by the pandemic and they did not, so I lost my money, when the customer service says wait 4 minutes Ill put it on hold, from there they know that they will no longer attend it, or the call is cut off.

The worst airline there is nothing else to add. Just dont buy tickets with this airline, they will cancel your flight and they take long periods of time to answer the phone and long long time to get your refund.Do not waster your time.(Google Translation)The worst airline there is nothing more to add. Just dont buy tickets with this airline, they will cancel your flight and take a long time to answer the phone and a long time to get your refund.Do not waste your time.

I am a frequent traveler and I have had the privilege of traveling with several airlines. AVIANCA is an airline with very poor service. Delayed flights and planes in poor condition. Discontinued planes without wi fi.

Very good place