3.5/5 (305 reviews)

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Overall Rating3.5 out of 5
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Verified Reviewer
Original review: May 22, 2023

This is by far the worst airline ever! They will steal your money in your face, laugh about it, and direct you to read their "Policies". I arrived to the Managua airport to come back home when they told me my ticket was refunded. The people in the Managua airport were nasty and very unprofessional when it came to helping us. They just told us to move away from the counter and call the call center, no help at all! Once I call the call center and a couple of agents and supervisors later, no one helped!! They kept telling me to file a complaint online and that if they think the complaint was valid, they will give me a call within 30 business days! 30!!! Now I have $800 that Avianca stole from me!! Yes stole!!! They stole my money because I requested a change of date, not a refund!!! They processed a refund without telling me and which I did not request, and the only thing they're refunding me is $60 of taxes, out of $800!!!

This people are rude!!! Extremely unprofessional, no one agrees on what is going on with my case, every agent tells me a different story, they have hung up on me multiple times, and no help at all!! Now I have $800 lost!! Avianca I need you to call me and refund me my full money since I requested a change of date!!! Not a refund!!! Your people has no sense of customer service!! Below you will find the names of all the people that have been rude to me! My case #: **.

William **- supervisor of Avianca in Managua, Nicaragua airport. Laughed in our face when we told him we needed to fly back home that day because we had already turned in our hotel room, car rental, and were stranded in Managua with 2 small children. He simply laughed and said "You're not flying today, call the call center" and moved us out of the line. Heyvy ** - a supervisor that over the phone told me clearly that I needed to understand that they were not going to help me, and that if I wanted to fly back home I simply need to buy another ticket. Rude, disrespectful, unprofessional!! Yelled at me and then hung up.

Juan ** - over the phone told me there was nothing left to do, that I lost my money and couldn't transfer me to a supervisor because they will just tell me the same thing, then proceeded to hanging up on me! Jennifer **- gave me the runaround, made me fill out a form of complaint telling me they will prioritize it, but when I called later on to make them aware the form had been submitted, a new agent told me they couldn't do nothing with that form that he "Apologizes" for the bad information given to me by Jennifer. My experience with Avianca has been nasty!!! I will never fly with them again!! Neither will none of my family members! I hope Nicaragua bans them from flying to there for their fraud and such terrible customer service!!

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Verified Reviewer
Original review: May 16, 2023

Avianca sucks. Be careful doing business with them. Remember me avianca. You made me miss my flight because you said I had to have a return ticket. No other time Miami to Sao Paulo did I need one. You said all nicely that could go on the next flight in a few hours. Just go down to the desk. The hitch? I had to pay for another ticket. I'll never forget. Your $30 USD refund didn't make me forget.. idek it was for since it didn't say...I will avoid your airline at all costs. I fly Copa now.

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    Verified Reviewer Verified Buyer
    Original review: April 30, 2023

    First time we booked our Ticket with Avianca. Please do not book from them. The most HORRIBLE airline. Without informing us they changed our return flight to US. Instead of 6 hours flight changed it to 15 hours and day after the original departure. I was on the phone for hours but was not able to reach anyone. If I did not check in online I missed my flight. I had to pay double for another night for hotel. Also they charge $85 for carry on. No food, plus no one offers a cup of water, also they allow dogs inside the plane. I never seen such an horrible airline. I wish I read the reviews before booking a flight. I hope they go bankrupt. No agent were able to explain.

    2 people found this review helpful
    Verified Reviewer Verified Buyer
    Original review: April 29, 2023

    Avianca is known as a poor reputation airline, but in this case they really went down to be the WORST! They do whatever they want with their passengers as to postpone, cancel flights, accommodate people to travel instead of two stops, make you do four stops, etc.; they don't give any credits. Additionally, their "supervisors" like Julissa ** are a scam; they don't exist and play with you. Also, DON'T EVER BUY AN UPGRADE! If AVIANCA cancels your flight, YOU DON'T GET THE MONEY BACK... in a single word - white tie thieves!

    2 people found this review helpful
    Verified Reviewer
    Original review: April 18, 2023

    Avianca is the most bad airline, bad customer service, misleading publicity, not return of money, no leg's place on the plane, not water, this airline is a disaster. Please NO FLY WITH AVIANCA. My fly from Miami To Barranquilla.

    5 people found this review helpful
    Verified Reviewer
    Original review: April 16, 2023

    Avianca is the worst airline I've ever flew with. They simply don't care about anything regarding the clients. Expensive tickets and the worst experience you'll have. Don't use it! I hope they bankrupt so that they don't have the possibility to keep disappointing people!

    3 people found this review helpful
    Verified Reviewer
    Original review: April 12, 2023

    Avianca is the worse company I have been dealing. For 2 months and over 20 phone calls I can not solve my problems. Regretfully I purchase airfare from Avianca 3 years ago. My flight has been canceled due to COVID pandemic. First, I tried to get a refund - Avianca refused to give a refund and offered just a credit. I travel 2-3 times per year and I agreed thinking that I could use my credit for future travel in form UATP credit. When I was trying to use my credit and purchase ticket on website, it only took off $5 from the purchase price. I called multiple times, get same answer - nobody speaks English in website department. I filled a case with tech support 1m ago. Nobody contacted me or trying to help. Avianca just stole my money. This company should not get any business in USA. STAY AWAY from Avianca.

    4 people found this review helpful
    Verified Reviewer
    Original review: April 10, 2023

    This is the worst airline. I'd give 0 stars if I could. Long story short, this is a horrible airline to work with if you have a family emergency and need to make quick adjustments, they are greedy for money and they are not considerate - I'm a very popular person on IG and Facebook and I will tell them my experience is horrible.

    4 people found this review helpful
    Verified Reviewer
    Original review: March 15, 2023

    I've flown on Avianca before and they used to be on par with other International flights. Since they merged with LACSA Costa Rica, this is no longer true. I flew over the holidays 2022-2023 from NYC to Medellin. It was a direct flight. Here is what you can expect: -They are using commuter-sized planes for International flights. Which means - even smaller legroom, no outlets, no monitors, no movies, no food or snacks included, and even no water! You had to purchase everything.

    I also flew from Medellin to Santa Marta on Avianca and guess what? That 1 hour flight had a larger plane than my International flight. No sense. I hoped things would be different on the way home to NYC, but it was the same horrible little plane flying home with no outlets again. Never, ever will I fly Avianca again. Period.

    5 people found this review helpful
    Verified Reviewer
    Original review: March 13, 2023

    This was my first time flying with the airline. my issue first started when I tried to book on their website & got a message saying my payment was processing but my credit card was never charge. Did a few more times using different cards with same results. When I got to the airport my check baggage was double than what I could have bought it on their website. @ The check in counter I spoke with a national & he told me sometimes they don't charge him for extra baggage. I explain my issues with few agents @ the counter & one was polite & said call Avianca for a refund on the luggage 'cause my payment didn't go through. The other agent said I should have tried a card from a different bank.

    Now when I got to Bogota Their was a airport staff giving out boarding passes to people coming off the flight even though I already had one for my connecting flight which was just confusing. Now when we are about to check out of customs another airport staff decided to randomly ask everyone for vax certificate that made the situation more disarray than it already was. After that I checked out, the custom officer was polite. Now flying back with Avianca was yet another experience, @ the counter in Medellin the agent took forever to accept $80 for my check baggage as if she wasn't train properly how to use the system & had to seek assistance from a senior agent to do it.

    Now when I got back to Bogota the bar code on my boarding pass wasn't being recognize @ the turnstile. The staff that was their kept telling me keep trying instead of sending me to Avianca until I give up & found one that spoke English. When she saw I got my boarding pass in Medellin she told me I have to go to the Avianca desk to get a new one. In the process of doing so I lost track where the check in was & almost miss my flight. Then @ the check in the custom officer spoke little English but for some odd reason decided to look @ all the stamps in my passport then politely sent me on my way.

    This was a first for me. I have spoken to several passengers about the payment issue on Avianca website & they all have encounter the same issue while other nationals with credit cards from their country don't. When I phone their call center the rep pays no regards to my issue & tells me to try again on the website. For a big airline to be having these issues on their website, check-in counter, & call center reps really reflects poorly on the company. I flew with Copa in the pass to Medellin & never had any of these issues where I literally just walk into my connection flight rather than being disarrayed walking the distance of two football fields in Bogota following poorly connection signage.

    2 people found this review helpful
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