Complaints

• Initial Complaint

  27/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I bought Airline tickets to El Salvador that included my luggage ( carry-on and one checked bag for 50lbs) this was for my return flight from El Salvador to Canada ( Jan 13, 2023 return flight) I had printed my schedule as it was also showing on the airlines app and website with above details. However once at the airport Avianca refused to accept my luggage unless I was to pay the fees of $150 USD for the first checked bag and as I had another to charge $250 USD for the second one. I demanded to honor my ticket as was already included and showed proof at counter and also they saw on site while on their website but their system ( internal...I guess?) Was showing that I had to pay the fee, insisted to call a supervisor but they said no one was available and to file complaint online with Airline. I had paid the fees and got on plane. However, after calling and emailing the Airline nothing has happened. In fact I called 1 week ago and someone said due to an error on their end ( oversight) they didn't get to my escalated complaint about the fees and that it would be placed back on their complaints queues but after 1 month no one has ever reached out to, the only calls or emails are made on my end to resolve this issue. I have proof.

• Initial Complaint

  27/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a ticket to fly to Managua, Nicaragua on April 21st. Avianca keeps changing my flight (this is the third time they've changed it WITHOUT sending a change email). Originally it was rescheduled back to April 20th so we can arrive on April 20th at night, and now they've moved it again to arrive on April 21st. They are causing us to spend over 12 hours at the airport and the call centre agents refuse to give us at least a hotel voucher. *** *** ******** ************** ****** ******* i* ******** ** *** ** ******* ************ *** **** ***** I've called the call centre three times now, and have also sent in a complaint through their process but have yet to hear back. The bookings impacted are: ******, ******, ****** and ******. I am seeking reparations for the lost days at work, the hotel stay in El Salvador for all 4 travellers and the possibility of buying a business class ticket at the initially offered price of $80 USD, given that the choice not to buy the business class ticket was made when 3 of the travellers were flying right next to each other on the same row. We do not want to seat with people we do not know, as it's a 5 hour flight and we don't want to be squeezed next to strangers.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We cancelled a flight due to testing positive to covid back in 2021. Avianca airlines has a portal where you make a claim for the refund. You cannot call Avianca airlines for ticket refunds there is no in person. After submitting request I got an email. They asked for proof so we got tests ($600 still have the receipts) They asked a lot of information all through email. They then sent an email saying our refund had been approved they just required more banking information. International bank account number, account number where to deposit the refund, bank statements. I provided a throve of financial information. I got an email saying my file had been reviewed and the refund had been authorized. Then nothing happened. I reached out again and no one knew what I was talking about and they referred me back to the website ************************************************************************ I enter case number ************ and it tells me it's been paid but there is no way to contact anyone or make a follow-up. No to contact anyone. I am told to go to the website. Same proces 2-3 more times. I reached someone on ******* where we exchange personal information and eventually through the ******* employee revealing through a screenshot I see they are sending the money through the wrong account. I explain that all they need to do if fix the account info and they say it's an issue at my bank. So I got to the bank and speak with the manager and he provides me with all the information to give Avianca so there is no error. The bank confirms no deposit. They email me again, going again through the same process where they ask me an incredible amount of personal info. Bank account number, passport number, and the same thing happens I get an email that says it's been authorized and eventually an email that says it's been paid. I cannot speak with anyone and the ******* employee says we will contact you when we have more info. Now they have issued a voucher code. Please help!

• Initial Complaint

  21/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Avianca Airlines canceling our flights from *********** (Oct 25, 2022, 7 hours duration) and the return flights from *******(Oct 31, 2022, 5 hours duration). Our booking number is ******, with full payment of USD 1154.65, including the purchase of checked luggage for both trips. However, Avianca only offers us alternative flights that are over 10 hours for each trip, which is totally not acceptable. We decided to cancel the flights, Avianca agrees to refund the paid tickets but refused to refund the paid baggage portion. The total amount they refunded is USD 1084.64 (Refund number ***********) The customer service from Avianca stated that "Since Nov 15, 2021, no additional services like baggage may be reimbursed" and refused to refund our baggage fee. In addition, since we have already booked other non-refundable hotels, car rentals, etc., we have to book flights for the same date from another airline. This cost us more than USD300 to book new flights. As a result, we would like Avianca to refund our paid baggage fee and compensate us for our new flights. I have attached our booking confirmation, flight cancellation notice, conversation with the Avianca agent, and new flight booking here. Thank you very much.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a flight ticket for my mother-in-law to come from El Salvador to Canada in March 2020. Due to covid, she was unable to travel, on December 30, 2020, I was guaranteed a refund through the Avianca website. the refund ticket numbers *****-******. I received an email in February 2021 requesting my credit card information and the information about the ticket. i sent that email and received no response. I contacted the customer service number and was told to wait until i heard back from the dispute team. June 2021 i still had not heard back so i called the number again and they said there was an issue with my credit card, that the refund was "returned" and to contact my credit card company - they confirmed no refund was issued and that they would never return a refund. they assured me that I have not had any issues with refunds up to today's date. I continued to call Avianca and they advised me to again send my credit card number and flight information to the dispute team. (**************************@*******.com) again no response. i have called again last month and was told to wait AGAIN, they confirm the refund is approved but for over a year and a half i have not received any new information. the person i spoke to advised me to contact BBB for a resolution. I have asked if i could purchase a new ticket under my name or my husband and they declined. I have asked to purchase a new ticket for my mother-in-law (when her new visa is approved) but again was denied because the refund jas already been approved. my credit card company is unable to assist me as it is longer than their time frame for a dispute.

*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. ↩