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UATP card. I am very upset with the quality of service from your airline. At approximately 10:00 pm on 10/5/2021 I attempted to purchase a ticket using the newly issued UATP card mentioned above via online. However, since the ticket price was higher than the original purchase I was not able to make the purchase online. I called Avianca a total of 3 times after that. The first time a man answered and offered to transfer my call to be able to make the purchase with 2 forms of payment. I was on hold for a long time and when someone finally answered the call hung up on Avianca's end.
The second time I called I was told that I was given the wrong information and could only purchase using a travel agent. Unsure whether one agent was correct in comparison to the other I called a 3rd time. I believe I happened to get the same agent from the 2nd call. She claimed it was not her but I'm pretty sure it was because of the same voice tone. She told me the same thing as before that I could only go to a travel agent. I think the card is much more inconvenient than using the voucher. I know this first hand because my wife used her voucher and was able to pay the difference with an agent on the phone through Avianca. Your company is making it more difficult for the customer to redeem that credit.
When I first tried to purchase a ticket about 2 weeks ago the same ticket was $80 cheaper. I was not able to purchase it with a card on the day of I wanted to purchase it because I was told it would take 11 days to receive this card via email. Your representative today informed me that there are no supervisors working and I would need to call back at 6 am. She also told me that besides that the supervisor would tell me the same information. Your representative was of no help and lacked the effort to problem-solve for me. She did not know what the term 'customer service' meant. I will not blame her too much because your company is the one who trained her. I also am blaming your company for trying to rob customers of their hard earn money. I am also blaming your company of robbing valuable time from customers trying to redeem a voucher/card. Many on hold times and many hours wasted.
I have been trying to book my flight with Avianca for 1 week. Finally through their Whatsapp help option they sent a separate link and I booked my flight but the payment status said "being validated". I called my bank and there was no attempted charge. I called Avianca and they said the reservation was cancelled. If I didn't call Avianca I would have not known my reservation was cancelled. I was referred back to the website to book...but website was not working. The Avianca rep said he can help to book it but for $30 per passenger. So the customer has to pay more money for their website not working. I asked for the supervisor's name and he mentioned they can't give that information.
I was finally able to speak to the supervisor who was hesitant in providing her name and refused to provide her supervisor/manager name. The supervisor explained that they can not provide supervisor or manager names, company rule. I asked if the supervisor can help me book and waive the $30 per passenger fee since their website is not working and they cancelled my reservation without notifying me. NO HELP! I'm not sure if it's incompetency but definitely lack of training to trouble shoot and most definitely a lack of care for customer services. If you want great customer service DO NOT USE AVIANCA.
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Their website doesn't work. It's impossible to cancel a ticket, it's no use sending an email, getting in touch by phone, or WhatsApp, they'll disappear with your money. Inflight service is a joke. I do not recommend. I never travel from Avianca again in my life.
The selection of available flights to book with Lifemiles has become minuscule -- in many cases I can't find any flights on Lifemiles, thought flights show as available with Air Canada and United miles. I foolishly bought 245,000 miles just before Covid hit -- worst investment of my life.
Me and my family travel from Cali Colombia to NYC on July 3rd, when we got home we realized all our jewelry was missing from one our luggage (watches, necklaces, earrings), they responded it was our fault for putting it in there and took no responsibility for such a crime, employees stealing from customers properties, how pity, AVIANCA never again.
I have no respect for the way they handle customer service. The lack of respect with time is just ridiculous. 2 hours on the phone and the issue was not resolved. After 2 attempts my patience was gone.
THE WORST AIRLINE EVER. My flight was "closed" 1.5 hrs before departure. Calling for a refund and keep getting transferred between departments. My father is a pilot and my mother was both a flight attendant and ticket agent, so I know how the system works. There's no way a flight is closed 1.5hrs before departure. Not even 1HR before departure...That ticket cost almost $800 and there's no one available to talk to about a refund. I'm told to put a request through online..The website is down and there's no supervisor. I asked to have a supervisor call me and was told that can't be done. WHAT DOES THIS AIRLINE DO is the better question.
I bought 2 tickets from Miami to Managua, on December 15, 2019. It was canceled because of covid-19 pandemic, I've been trying to get my refund back for over a year now and still waiting. It is impossible to reach customer service.
6 tickets bought in 2020, Avianca assures you that you can book before 12-31-2021 at no cost, not true, but even if you were to book paying what they charge you from 200 to 340 per person, your booking is not guaranteed. They state they had problems with the system and payment did not go through. You stay on the phone for hrs to get a customer service person and they are unable to resolve your issue. No tickets back, no money back. Do not travel with Avianca, I lost more than 3000 dollars with that company.
Worst flying program and customer service. I redeemed a flight ticket from Colombia to Spain; unfortunately, I couldn't travel, so I cancelled my booking. I spent one day calling customer service with no success, then I emailed them and took ages to reply to my emails, and finally, they cancelled my booking. Still, the worst part is that Lifemiles reimbursed my milages and taxes 4 months later and I couldn't use my miles afterwards because they expired already! Please avoid this dodgy company; you can only redeem your miles with Avianca, which they are ALWAYS late.
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