Avianca Airlines Customer Service Issues

My wife and I are flying from UIO to GYE, both cities in Ecuador. A staff member at UIO mentioned we might need COVID tests to board our flight. We already had tests to enter Ecuador, not for our domestic travel within the country. Are additional tests required? Can we do a Rapid Test at the airport? Our flight is in 2 days, so a prompt response would be greatly appreciated. Thank you in advance for your help.

Due to the pandemic, my March [redacted] flights were canceled by Avianca. Instead of a refund, I received UATP cards for the ticket amounts. Having used part of the funds for a trip in September, there's still about $[redacted] remaining that I have been struggling to use. Despite multiple attempts with Avianca staff and customer service, I've encountered confusion and lack of guidance on how to utilize the balance on these cards. The inability to combine the balances and the complexity of the process have been frustrating, leading me to seek resolution to avoid losing the funds. I hope for a positive outcome and clear instructions on how to fully utilize the remaining balance as this solution was not by choice but a necessity imposed by the airline. Thank you for addressing this matter promptly. Best, Ivonne R. [redacted] Phone: [redacted]

Hello, I recently made a flight reservation from Larnaca, Cyprus to Guayaquil, Ecuador for the 2nd of December [redacted]. However, due to the new vaccination requirements announced by the president of Ecuador starting from the 1st of December [redacted], I attempted to contact Avianca to inquire about my options. Unfortunately, my attempts to communicate with them via the online chat, phone calls to their Spain and UK offices, and their online form were unsuccessful. As a result, I did not attempt to travel as I am unvaccinated. What steps should I take now? Can I request a refund for my booking?

I cancelled reservation 27EPTB under the name Vida in July [redacted] and received a full refund to my credit card. Despite this, I am continuously receiving flight update emails and need verification that the reservation was indeed cancelled. I have faced difficulties trying to resolve this matter. Contacting 1[redacted] led to no resolution as there was no cancellation option in the automated menu. Additionally, contacting 1[redacted] resulted in unhelpful customer service and threats of fees. Using WhatsApp, the website, Facebook Messenger, and Twitter have all been futile in resolving the issue. I am seeking assistance on how to obtain a confirmation that this reservation was cancelled from Avianca directly.

My spouse, Peter P. and I, Robin A., bought round-trip tickets via Avianca from Manta to Quito on Feb. 9, [redacted], returning on Feb. 12, [redacted]. We planned to meet a friend from the United States but learned today he cannot fly due to COVID. Our confirmation number is 4ICADM. We are requesting a voucher for our tickets to re-book when he's able to travel. Alternatively, could we receive a cancellation discount?

On Thursday, February 17th, I tried to buy flights on the Avianca website. The first attempt failed, and the second said my purchase was processing. Friday, February 18th, I called Avianca customer service for an update. They asked me to wait another 8 hours. Saturday, February 19th, after seeing the return flight was booked for the wrong date, I called Avianca to fix it, but they insisted on a customer service review before covering the cost. They said they would respond in 3 days. Tuesday, February 22nd, with no update, I called again, and they said to wait another 3 days. Friday, February 25th, I called once more, got an update, arranged to change my flight, provided my credit card details, and was asked to wait up to 8 hours for confirmation. Saturday, February 26th, no confirmation was received, and they mentioned no changes could be made until the customer service dispute closes. Feeling anxious about getting home with no help from Avianca.

Dear Avianca Support, I would like to register a formal complaint regarding my recent flight from CDMX to Cartagena on February 12th. Our booking references are 3KFDON and 3KD4ER, with passengers Emre Ergen and Judith Johanna Mura. Our initial flight was significantly delayed by over 8 hours. This caused us to miss our connecting flight to Cartagena and forced us to stay overnight in Bogota before reaching our final destination the following afternoon. Due to the rushed nature of our travel, we were unable to check our luggage, which we had upgraded our flight for at a cost of 65 Euros. Carrying the heavy backpack throughout was a challenge, considering we had already paid for checked baggage. I am seeking a reimbursement of the checked baggage fee and compensation for the extensive delay. Additionally, we incurred a taxi expense in Bogota since the hotel could not arrange transportation as expected. I have attached the taxi receipt for 27,[redacted] Pesos. Sincerely, Emre Ergen

Good afternoon, I encountered an issue with a flight booking through Travelgenio that I need advice on how to handle. I had booked a flight to El Salvador for February with Alaska Airlines and Avianca but needed to change it due to unforeseen circumstances. Despite being willing to pay a fee, Travelgenio's customer service quoted me almost triple the value of the flight to make the change, causing me to lose the booking. I am seeking a refund as their service was unsatisfactory. I have since rebooked the flight directly with the airline. Any guidance on how to proceed would be appreciated. Thank you.

Hello, I attempted to book a flight from Frankfurt, Germany, to Lima, Peru, on Friday using my UATP card and credit card for payment. While the UATP card payment went through, the credit card payment did not for unknown reasons. We received a reservation code (2XB8HO) but no further information. The next day, we noticed the amount was taken from the UATP card, but we did not receive any confirmation email. I am concerned about the €[redacted] missing and would like to know how I can get a refund. Can the UATP card balance be returned or transferred to my bank account? I've tried contacting customer service by phone, but the experience was unsatisfactory. I hope there is a solution to resolve this issue. You can reach me at +[redacted][redacted]. Thank you. Best, Paula L.

Hello, We still have not received our PCR test results for Nicaragua. We took the test 72 hours prior as instructed, but unfortunately, we have not received anything yet. As a result, without these results, we cannot board the flight as required by the government. We are unable to take our flight tomorrow. Could we please receive a credit to rebook? Can you cancel our flight RXQ82C for tomorrow for my family: Audrey Fourrier Fabien Ferrand Hugo Ferrand Raphaël Ferrand Camille Ferrand Valentin Ferrand Thank you for your response and understanding. Good evening, Audrey

Due to unforeseen circumstances, we unfortunately have to cancel our trip to the Galapagos. Our daughter and son-in-law were evacuated from their home in Flagstaff, Arizona, due to a wildfire, and our daughter broke her hip in the rush. We are focusing on supporting our family at this time and won't be able to make our Galapagos trip. We are inquiring if it's possible to receive a refund or credit for a future flight, possibly in spring [redacted]. We are very eager to visit the Galapagos but family comes first always. Details of our flights: Passenger: C. Russell (ADT) Booking reference: [redacted] Ticket number: [redacted][redacted] Passenger: C. Susan (ADT) Booking reference: [redacted] Ticket number: [redacted][redacted] Thank you, Susie & Russ Colbath

Hello, this is Francisco Javier Marin Trillo. I would like information about a flight I missed in March [redacted]. I am unsure if I have any credits from this flight as I had to stay longer, and I couldn't do anything at your offices in Colombia. Hopper told me to contact you. The flight was from Bogota to SJU, Puerto Rico. My number is 1[redacted]. I didn't take any further action; I was at the office near Villa Contry where I was assisted well. They told me to go to the airport offices, but I couldn't go due to being unwell.

My experience with Avianca on April 21, [redacted] was highly disappointing. While checking in for my flight to Ecuador, I was not informed that mobile devices are not allowed in checked baggage. This led to a chaotic situation at the boarding area where staff members, including flight attendants Clara Kamris, Karina Sobens, and Stefany Farronan Paredes, were unhelpful and argumentative. Despite my efforts to explain the situation, I was met with disrespect and no viable solution was offered. As a young traveler who did not speak Spanish fluently, I felt unheard and unsupported throughout the ordeal. The lack of professionalism and assistance from Avianca's staff resulted in significant inconvenience and financial loss as I had to purchase another ticket. I am requesting a refund for the missed flight due to the mismanagement by the airline. Bogus

On April 21, [redacted], I had a flight scheduled to Ecuador with Avianca. Upon check-in, I was not informed by the flight attendant that mobile devices are not allowed in checked luggage. Upon reaching the boarding area, I encountered issues with something in my suitcase that led to confusion and me missing the flight. The lack of clear communication and assistance from the staff, especially regarding the mobile device policy, left me frustrated and unable to board. Despite my attempts to explain the situation, I felt ignored and belittled by the supervisor stewardess and other personnel. No one seemed willing to help or provide a resolution, which was distressing considering the importance of my trip to meet my father in South America. The unprofessional and unsupportive handling of the situation caused me significant inconvenience, leading me to seek a refund for the missed flight.

On April 17th, my brothers, E. Dahlin and K. Dahlin, were traveling with Avianca Airlines from LAX to San Jose, Costa Rica for a family vacation. (We were flying with Delta Airlines.) Their reservation number is 4JM81C. Both checked in one bag each and went through security. However, before boarding the plane and going through face recognition, my brother E. Dahlin was unexpectedly pulled aside and denied boarding. Despite our attempts to get answers, no explanation was provided. At 3 am, he was finally told he could rebook, but the experience was distressing for him, especially considering his age. Unfortunately, he missed our family vacation, lost his luggage, and was in no condition to rebook his flight. E. Dahlin recalls that the officials took his ticket with the baggage claim attached, and we are unable to locate it. I have submitted a report on his behalf but have not received any updates. I am reaching out to Avianca in LA to help us locate his missing large canvas CIAO duffle bag. Your assistance is greatly appreciated. Thank you, M. D. Carl.

Hello, I need assistance with obtaining a document from your company explaining the delay of my flight from NYC to Guayaquil, resulting in a missed connecting flight to San Cristobal Galapagos operated by Avianca. This caused us to purchase new tickets with a different airline. Our travel insurance requires an official document explaining the delay to process our refund. The new tickets we purchased are under booking reference 2775BN with ticket numbers [redacted][redacted] and [redacted][redacted]. Thank you for your help in resolving this matter promptly.

I recently purchased two round trip tickets from Quito to Galapagos on the Avianca USA website. We provided our country of residence and passport information during the booking process, paying $[redacted]. Upon arrival at Quito airport for check-in, we were unexpectedly charged an additional $[redacted] per person each way by Avianca, even though this cost was not disclosed when we initially booked our tickets. Despite arriving 3 hours early, we spent 2 hours at the Avianca counter trying to resolve this issue. After speaking with the Avianca supervisor and Station Manager, Miss Romero, it was suggested that we could claim a $[redacted] refund for each way due to the misinformation. Miss Romero acknowledged that this issue has been a recurring problem for other customers as well. I can provide all necessary documentation to support this issue. Your prompt assistance would be greatly appreciated.

Good morning, My name is Javier Temprano. I purchased a trip with Avianca on May 2nd, which included a flight from Bogota to Madrid and a train from Madrid to Malaga. Booking reference: 328L7H Ticket number: [redacted][redacted] The flight went well, but I was unable to obtain the train ticket from Madrid to Malaga that I bought with you. I have contacted AccessRail, and they have been investigating. They informed me that the ticket was canceled for some reason, and I need to speak to you to request a refund. Due to the impossibility of getting my train ticket and the lack of response in time, I had to purchase another flight in Madrid to go to Malaga, costing me [redacted] euros. I need a response to this claim; otherwise, I will be forced to take legal action. Thank you very much and best regards.

We flew from El Salvador to Sao Paulo, Brazil on May 30-31 with multiple layovers. Upon arriving at GRU airport, we discovered that Joshua Caceres' luggage was missing and had been left in Bogota, Colombia. We have been attempting to contact the airport or airline to recover our luggage, but have not received any assistance. It is crucial that our luggage is delivered to our home.

On June 2nd, we traveled from Rionegro and paid for the luggage with a debit card. Since the Avianca machine did not record the payment, we had to pay again in cash. Avianca employees mentioned that this issue occurs frequently but assured us an immediate refund. It has been a week now, and we have not received the €99.21 refund. We have sent emails, but have not received any responses. When we chat with them, they claim not to handle luggage matters. Where should we turn for assistance? We have the receipts and proof of payment from the bank.