Avianca / Aerovías del Continente Americano S.A. Avianca
Reviews and Complaints

Reservation #[protected] --- Ticket #[protected]

On the night of Jan. 19, 2019 I arrived at the Aeropuerto Jose Joaquin de Olmedo in Guayaquil, Ecuador at approximately 11:30 pm. After waiting for my turn in line, I finally reached the counter. After handing the lady at the counter my documents, I was informed that I could not fly out to Miami. I informed the lady that I have double nationality, Ecuador/USA and handed her both my passports. My reservation showed my name to be Telma del Carmen Vargas Quiñonez, the name on my passport from Ecuador, and my passport from the USA showed my name as Thelma Vargas Cedeno, my married name. Both passports have photos obviously of me.
I advised the lady at the counter that I had to travel Urgently. I had some matters to resolve in Miami and that I would be flying to North Carolina on the 22nd. as I had an appointment with the Secretary of State of North Carolina on the 25th. I had also reserved a car at the Miami Airport for two days.
She said that it was impossible for her to issue me my boarding pass. She then gave me the number to the Call Center. I called them and explained the situation. They told me that it would take them 24 hrs to settle the matter and change the name on my boarding pass. I pleaded with the gentleman who took the call. He advised me to speak with the lady at the counter and explain that I have double nationality. I went back to the counter, explained the situation to the lady again and she still said no. I requested to speak to a supervisor and she said that she was the supervisor. She told me to come back in the morning and speak with someone in their office. By this time it was about 2:00 am. I was desperate and didn't know what to do. I had to take a taxi to one of my cousin´s house as I was all by myself, which can be very dangerous in this country. I live about 5 hrs from Guayaquil.
That morning, the 20th, I went back to the airport and spoke with a gentleman in the office. He advised me that in order to do a name change on my ticket, which had cost $454, I had to pay more than $700 additionally. I was in shock. He was very rude and not very helpful. I asked why I had to pay so much more and he said because there was a new rate.
I left the airport in shock. I immediately got online with despegar.com and quoted a ticket with Avianca for the 21st for $516. I don't understand why the gentleman at the airport said that I had to pay over $700 to fix my ticket. He could have told me to just purchase another ticket and it would have been cheaper. I proceeded to purchase a ticket with another airline as I don't want to fly with Avianca ever again.
I have been traveling to the USA for 50 years and have never had any problems due to my double nationality. To this day, I still do not understand why the lady at the counter refused to issue me my boarding pass as I showed her both passports.
At this time, I am requesting a refund back into my credit card for the ticket that was not used.
Thanking you in advance for your kind and prompt attention to this matter.

This email was sent to Avianca.

This is their reply.

Dear Ms. Vargas:

A pleasure to greet toy again,

Giving response to your comments regarding what happened back on January when you were flying from Guayaquil to Miami I share with you that, since you have both Ecuadorian and American nationality, despite we can in fact prove that the person flying is the same, according to the U.S Customs and Boarder Protection the ticket and boarding pass must match with the passport used to enter the United States; in that sense, given you put your single name at the moment for the purchasing and you intended to travel with your U.S passport which reflected your married name, we needed the name on the ticket to be changed.

That said, since you bought a new ticket in order to comply with your travel plans, I share with you that since the ticket was bought through a travel agency (Despegar.com) you have to contact the agency so they can start the refund process with us; this taking into account that for security reasons, the money must be returned to the original payment method.

Once the agency fill the refund request, the process on our part can take up to 30 days to become effective.

If you need any additional assistance in this process, feel free to contact me.

Kind regards,

Juanita Falconi

Relación con el Cliente| Avianca

Avenida Calle 26 # 59 - 15 P8, Bogotá, Colombia

Juanita.[protected]@avianca.com

I bought my tickets online for 5:40 p.m and when I arrived for my connection flight they told me that they used military time and my penalty was $150 dollars. Same amount I bought my tickets for. I bought them online and check several times to make sure the time was right so that I have enough time for my connection flights. I was traveling with kids! I ended up paying double!

Incident Date: January 31, 2016
Time:7am
Avianca employee made me throw away my makeup and my mom makeup foundation when I already had pass through immigration and no one said anything downstairs. I travel from Los Angeles with the same items and I was fine I dont understand why in El Salvador I had to throw away. NO ONE gave me an explanation why i couldn't take them and the only option they gave me was to go outside and throw it away and make line again to to pass inspection. If this is going to happen all the time I just prefer not to fly with Avianca anymore.

Hi
My name is Marcia Chelli Domeneck
And we live in USA
Destination Brazil
The travel us great, me and my husband are in Brazil now, we start our trip in Washington Dallas international aeroporto on January 18 2017, destination Brazil
We hade connection in Bogota them Sao Paulo
When we arrive in Sao Paulo, before we get our luggage they call my name and told me that one of my luggage us forgot in Bogota and that next day they will delivery it in my destination
So we did another connection to Curitiba 01/19/2017
Monday at night january 23 2016 my luggage arives, so we pickup at our luggage at location bus station city Fraiburgo Sc Brazil
My luggage uos destroyed us trash
It was inside plastic bag like trash everything us damage, we can not belive,
We have pictures of everything
Trash complete trash inside
Please let us know what are you going to do
We do have lots of pictures
Thanks
Email for contact
[protected]@gmail.com

I payed this airline to provide an escort for our child to return to Colombia after visiting for the holiday. Apon arrival every thing was well until i left my wife at the gate to catch hos flight. The staff took all his documents and told them to sit and wait no problem. After everyone had boarded the plane my wife and another mother were still waiting so my wife asked when they would be meeting the escorts to board the plane, oh the plane was already pulling away to taxi to the flight runway leaving 2 minor children behind without documentation from a foreign country. After calling the airplane back the gate staff took tje children from their mothers gave nothing to verify the children were taken and placed on the plane. After finding out about this grouse negligence I called avianca and they told me they couldn't say if my child made the plane or not and didn't seem to care if my child was safe or alive and kept putting us on hold and then said they have no information on the safety or health of our child we trusted to there care. I had to call the police to get verification that our child has boarded the plane. This airlines negligence and misconduct puts every escorted minor at risk and should be investigated for the indangerment and mishandling of minor travel.

I purchased a plane ticket to central america (el salvador) on 6-29-13. I was told when I called to confirm my flight that I was entitled to 70 lbs. And 22 lbs. On my carry-on bag. -
One of the luggage had two extra pound and I was told to remove the extra wight and I did. I took six acrylic plates and that did it. I placed the plates in my computer bag and I asked my ride to take my computer home.
I went upstairs and once I was there one of the attendants asked me why I had an extra bag and it was only my computer bag
I know they have cameras at the airport and they should check to verify I that what i'm saying is the truth. I explained that I was using my computer bag because my purse was to small and they told me that I have to pay $ 150.00 extra for my carry on I said why?
If I was entitled to 70 lbs. And 22 carry on. He was standing asking me what are you going to do either you pay or you stay.. I paid allright and off they took my 22 lbs carry on and charge my credit card $ 150.00 that was a rip off and bad bussines for the airline.
This shouldn't be happening tickets prices are not cheap and customers should be treated it with respect and honesty.
I would not recommend this airline. I should be re-imburse because my carry on was exactly 22 lbs. And my computer bag was my purse.

Avianca leadership is short-term minded. Wouldn’t be surprised if Avianca doesn’t survive the new era where power is shifting to customers, and companies that don’t have what it takes to care for their clients will die off. Actions speka louder than words and Avianca is heading in that direction. Good for their competitors like Aires.

Wanted to make a reservation online from Miami to Bogota on Avianca, their site has no option for reservation (like all airlines have). I hesitantly purchased a ticket. Then, called next morning to change date and Avianca refused to do that without charging me a penalty. All they were talking was about the penalty, forget about my problem and trying to help me. They charged me $200.00, and I had to purchase a second ticket for double the price, no mercy, no courtesy. Their behavior shows that they only care for one thing and that is your money. Forget about giving you a good customer service. Short-term minded. Wouldn’t be surprised if Avianca doesn’t survive the new era where power is shifting to customers, and companies that don’t have what it takes to care for their clients will die off.

Son and companion took flight #60, Jfk to Bogata. Discriminatory rude treatment by staff of this airline. Two of the few if any Americans on flight. Seats moved to less desirable location, other passengers offered more amenities, son hit by cart, no apology, companions blanket taken from her when asleep----terrible trip, airline should be embarassed by employees!

Avainca told my travel agent my flight was changed from 6 PM to 11:55 PM when i got the airport the plane left at 6 PM they made me pay $150. to change my ticket. It has been a month and i still have not been credited by Avainca I will never fly this airline again and will make stops on other airlines rather a direct flight with them.