Complaints

• Initial Complaint

  27/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I bought a ticket with a wrong day to fly I call them to change the day and they doesn't want to help me they send me do this through website and they charge me 200$ penalty when I agree to pay only 52 $ I call them to give me my money back they told me I accep term and condition when I never sign for this ticket complaint avianca *******

• Initial Complaint

  20/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 2/19/2024 I looked at my bank transactions and I was charged for a declined payment of $89.20 that Taca Ecom Usd Doral Fl Us tried to take from my account, tho i did not have the funds for it available in my account. I do not know what this is I have never tried to buy tickets from any where I've never been to Florida I don't understand how they got my card number and why they're trying to buy tickets with my card and how to get it off of there.

• Initial Complaint

  14/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 24, 2023, I received a promotion from Avianca Airlines. I bought an online ticket Toronto to San Salvador for Jan. 27, 2024 and returning February 19, 2024, booking code ******. I bought the "L" class ticket which allows to make changes or refund to your ticket. On Jan. 17, 2024, *** ** ** ******* **** ******** ******* ********** I had to postpone my flight. I spoke to Mr. Jorge J******* ****** *****, whom assured me that there was no problem postponing my trip (ticket *******), never mentioning that there would be rebooking charges. On Feb 5, 2024, I spoke with Ms. Wendy L****** ******* (ticket *******) to re-schedule my flight and she mentioned that there was a itinerary change fee of two hundred and something dollars. Nowhere in the advertising does Avianca mention that there would be a fee for itinerary changes. I bought the "L" class ticket on the assumption that any changes would be covered without further monetary costs. Therefore,I am asking Avianca to waive the itinerary fee or refund my ticket in full for $565.57 dollars. *********** ****** ******

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 25, 2023, we were going to Nicaragua (from Miami to Nicaragua) Unfortunately, after 35 minutes of flight the pilot decided to return to Miami due to technical difficulties. We stayed inside the airplane for more than 2 hours parked with no food or beverages offered. I asked on one of the flights attendants to provide me with water ***** ** ******** *** ****** *** ******* ******* ***** *** ** ******* We were charged for food or drinks after a few minutes the flight was cancelled. What kind of customer service is that? After being there all night at the airport they told us they couldn't give another flight the next day. They give a flight 4 days after on December 29, 2023. Our flight# was ****** from Miami-Nicaragua. It was 5 of us (my husband, my three kids and me). We were on the airport until 9pm with not even an apology. Also, they didn't even offer a complementary voucher or compensation for all the inconvenience. All passengers were angry because the employees unfrankly couldn't handle the situation well at all. I have called Avianca customer service and email them because they have not been responsible enough to compensate for those 4 days. Worst airline ever. They have delay in past hours in flight with no compensations and now this is worst. I think a lawyer can resolve this matter faster. I bought our tickets from December 25, 2023- January 8, 2024, flight # ******, reservation code **********. When you called customer service is like talking with people with no experiences, they just keep transferring from employes to employees. They are not taking this matter appropriately because is not fair after I spend money on **** to get back home, food and drinks and unfortunately cancel the hotel reservation we made in Nicaragua ******* ** *** ********* *** ** ********* I need to this matter to be fixed ******* **** ***** *** ***** ***** ***** **** **** ******** **** ***** *** ** ************* *** *** ************* Thank you.

• Initial Complaint

  13/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 10/12/23 I was charged $150 once they tried to do 2 charges I didn’t not have the money so they then did one more charge of $100 which did go through. I am not in Florida have never been there. Just trying to speed up my refund process. I cancelled my card but they said to contact the business directly to get them to cancel the charges.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We are a family of 2 adults and two children who purchased ROUND TRIP tickets to El Salvador on April 23, 2022 with a **********. A week later, I saw that there were two payments on my card, one already validated and the other pending for the same tickets. So I contacted the company to explain the situation. They got back to me a few days later asking me for the overcharged ticket numbers. I replied on April 26 to say that there were two charges for the same flight. They got back to me and gave me a number for a supposed "refund". Since the overcharged amount on my credit card was gone I did not respond to them. July 3 arrives and we leave for the Toronto airport. We take our flight without any problem and arrive at our destination. Our week of vacation ended we go to the airport of El Salvador early in the morning to take our flight back to Canada. The counter attendant tells us that the flight HAS BEEN CANCELLED. We ask her the reason but she instead puts us in touch with the company's offices to tell us, an hour later, that they couldn't help us because the "offices" are open on Monday. So we have to wait for the next day. I don't remember the exact time but I called early to talk about the long minutes only to be told that the process is not complete, that I have to call back later. So, I call them later and get the same response. I repeated the same action for 4 or 5 days. Finally, someone gives me the reason for the cancellation: supposedly I asked for a "refund" of my tickets and for that the flight was canceled, WITHOUT ANY NOTICE, WITHOUT ANY CANCELLATION MESSAGE. I explain to them that I did not ask for ANY refund. That it was simply double billing that had been resolved. Nothing to do. Tickets have been canceled and will not be refunded due to ticket type S. I was obligated to bought a new tickets to come back in Canada. A year is gone and they didn’t give me a solution. I want my 8 tickets money back.

• Initial Complaint

  29/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Avianca is such a ******* airlines. It is based out of Bogota. I tried to purchase a ticket on the Avianca web site using airline credits in the form of a **** card on Dec 9, 2022. There was a payment error and I received email saying that a reservation code had been generated, I would be contacted by an agent for payment and did not need to do anything. A few weeks later, I found that my reservation had been canceled and no one had contacted me about it. When I phoned the company using a toll free number, the telephone lines kept cutting out and agents were absolutely useless and could not care less. If they said, "I will call you back once the phone connection was lost", they did not call me back. So I had to purchase another ticket on Jan 14, 2023 and get a proper reservation, this time the same error with the **** card payment and so I had to pay with my credit card. The ticket prices were much higher than in Dec so I purchased an S class ticket which was the same price as the L class ticket I had booked in Dec, thinking nothing of it. I did not want to pay more than the value of the original credits. When I arrived in Quito, I was charged USD 450 extra for the 3 of us for not having an L class ticket (S class is for locals, tourists must purchase an L class ticket). There is nothing on the web site that states this. So here they are charging innocent tourists at the airport without any clear communication about this requirement. To me, this is *****. In addition, after I click unsubscribe to their promotional emails, the emails still keep coming. I have tried to get a refund for this unused **** card, but they say they cannot refund to the original credit card and keep asking me to fill out the same online form requesting for my bank details which I provide along with a credit card statement. They should be able to easily return the funds to the original credit card like any other airline but it feels like they are making life difficult and just stalling.

• Initial Complaint

  31/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On January 27/28th, we bought ticket to travel from Toronto to San Salvador on the 30th of January. Mind you these two tickets were both round trips. The tickets were supposed to be $968 in CAD. They ended up charging us $1223 for each ticket. ***** **** **** ****** ** of about $500. Then they proceeded to take $1117 out of my bank with out my permission then put it back because they knew if was a mistake. After this happened they said they reimbursed for 814 USD for each ticket which they in fact did not. What they thought was given back was the money they originally took without my permission and then put it back. On March 14th, they were supposed to come back to Toronto, but they refused boarding ** ** ****** *** ** ******** ******. They had said how we did not have a returning flight when we very much have proof that we bought two round trip flights. Since they would not allow them to board, they had to go back home **** ** ******** ****** ***** *** * ******** *** **** ***** *** *** ******* ******** *** **** **** * ***** **** *** ******** The next day they went and bought two one way tickets to return to Toronto. There they charged her $1444 USD which is around $2300 CAD. We have contacted them about our case but they have yet to do anything about it. Yesterday they said they had reimbursed the 814 USD for each person but like I said before they just had returned the money took without my permission then put it back thinking we would think that was reimbursed. I want a full refund of $3000 in CAD back for all the travel costs going back and to the airport, *** ********* ** ** ******** ******, and all the food we were bringing back home that went bad.

• Initial Complaint

  27/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Transaction date = March -3-2023 Amount of money you paid the business = CAD $3,951.80 what the business committed to provide you = flight tickets type S From Toronto to El Salvador what the nature of the dispute is: the Avianca website offered CAD 680.00 per ticket , but then they overcharged me the cost of 5 flight tickets in a different currency that was not explained upfront in their website and converted the cost to GBP 488.70 per flight ticket. To make it worse I have contacted their call centre and provided a case ticket number ************ where I was advised that I should just cancel the flights and Avianca will return the full money to me but they only returned the taxes fees which are CAD $582.33 their level of ********** is shocking, I have called Avianca call centre many times asking why did their call centre employee advised me to cancel the flights and did not clarify that if I was to request a refund i will only get the taxes fees back. Please help me to recover my money from these ********* business. I have attempted many times to speak and find a solution , left messages, sent emails, but someone called ***** ********* only thanked me for contacting them and then gave a chart of currency conversion which is useless to me gave me a FAQ of how to use a website and never care to address my request.

  Customer response

  21/04/2023

  I just wanted to let you know that Avianca has contacted me regarding the complaint a made; they have promised that they will refund my money. Thank you for your help.
  

  
  

• Initial Complaint

  22/03/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Purchased 3 tickets on Feb. 2020 to fly YYZ to GYE in May 2020 (Reservation code ******). Due to pandemic, Avianca cancelled our flight. I contacted them for a refund, and they said they could only issue a credit. I contacted my credit card company, but because too much time had passed, they were no longer able to help. Recently, on Jan. 17, 2023, I was trying to use my e-vouchers (as they expire 12/2024) to travel in Feb. My first issue is that instead of receiving 1 voucher for the entire value, they issued 3 separate vouchers (one per passenger). Had to activate & create profiles for each one (inconvenient). Then, couldn't activate them due to an issue with one being a lap infant. They finally resolved this issue on Feb. 27 (6 weeks & 5 phone calls later). Had ANOTHER issue. We couldn't use the 3 vouchers at the same time. Website only allows you to use ONE per transaction. I cannot do 3 separate transactions as the website does not allow you to purchase a child (or even worse) a lap infant ticket on its own (it says an adult ticket must be purchased). Therefore, again, I am unable to use my credit. I contacted call center again. At this point, the only alternative they gave me was to file a complaint and request a refund on their website. Which I did on Feb. 27. I submitted the requested bank info and received 3 payment rejection notices. The email only provides you with a link to resubmit the info within 21 days. It does NOT provide a reason for rejection. I resubmitted the information. Again, my payment is rejected. I called them on Mar. 20, they couldn't transfer me to the Refund dept. or provide me with an email. Again, only option they gave was to file a complaint to inquire about the reason for rejection. Issue is still UNRESOLVED, still unable to use vouchers or get refunded. They've had my money for 3 years now and I am getting nowhere with them. Filed 3 different complaints (#************; #************; #************). **** ***** **** ** ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩