Business Profile
Airlines
Avianca Holdings S.A.Headquarters
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Complaints
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Complaint Details
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Initial Complaint
10/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Avianca has predatory business practices. It not only lost my elderly mothers checked luggage en route from *** to *******, *********. But they also charged us $90 each way for that lost bag when online the price was only $45. They never stated their price for checked luggage would be $90 if we paid at the airport. In addition to losing my mothera luggage they have failed to deliver her luggage to our hotel as they had promised in our claim and instead closed that claim demanding we go to the airport to obtain the lost luggage. My mother is an elderly cancer patient and this negative experience has caused us so much distress that her health has suffered. We deserve to not only be refunded the $90 for the checked luggage fee but also be compensated for the fact they lost our luggage and failed to deliver it to our hotel as promised. I will also be seeking legal representation if my claim is not resolved satisfactorily. Avianca claim number: MGAAV61495425Initial Complaint
09/27/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I went on a trip from ******* to ******, first of all the airplane is the worst Ive ever been on. But my problems with this company starts on my first layover in ****** they lost my sons ******** and I was by myself for 4 hours on a layover with a 2 year-old with no stroller and pregnant walking around in a dangerous airport. After wards when we got to my final destination my stroller was all damage and they broke on of the cables that connect to the stroller. I tried to address this problem since I arrived in the airport in ****** and was recommended to send a WhatsApp message to the company which I did and NEVER heard anything back. *** attempted to reach them again 3 times on WhatsApp to have a solution for my problem and nothing was done.Initial Complaint
09/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought tickets for 9/27. Attempted to check in the night before and saw that we were booked on a flight on 9/29. There was no notice. Called Avianca and was informed they had to cancel our flight and rebooked us. There were no other flights on 9/27. Our plans needed us to be on 9/27. Requested to have them help book on another airline .They declined. Requested a full refund . They stated we could not have a refund because we were cancelling and our tickets did not allow cancellations. A 2 day flight change is not reasonable. I had to purchase tickets with another airline.Initial Complaint
09/26/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On July 29th I purchased two Airline ticket with Avianca to flight on Sept. 3rd The booking reference was 36VBJS. This was my daughter's first time flying. She is two years old. I decided to purchase an "L" seat which gave me the ability to select my seats and get more "comfort" to make it easier for my daugther to fly. Unfortunately, my trip was filled with issues and it is ongoing to this very day because Avianca REFUSES to take responsibility for their shortcomings. 1. When my daughter and I boarded to plane, we found that our seats were occupied by someone else. I chose seats on row 5. However, 2 people were seated on row 5 instead. When we asked the flight attendants, they did not offer to help us and instead put us on row 6. What makes it worse is the fact Avianca is claiming I sat in row 5, essentially calling us liars. We acknowledge we were able to sit on row 5, the seats we chose, ON THE WAY BACK TO ***. But on the way to our destination, we sat at a different row. Their agent, ***************************, insists we sat on row 5. He is pretty much calling me a liar and it is unacceptable.2. When we arrived at ***********, we were informed our luggage was still in ***********. So not only did they put us on the wrong seats that, mind you, we paid for, they did not even have our luggage. I had meals prepared for my daughter that I was not able to give her as a result. Avianca has not offered to compensate us for this 3. When we arrived in ***********, the stroller ($140.06) I traveled with did not arrive. And to this day, I have yet to receive my stroller. The day after we arrived, I contacted Avianca and they gave me a case #*******. An agent named ************************************** then marked the case RESOLVED when it was never resolved. Avianca never offered to mail me the stroller and told me I had to travel...I LIVE TWO HOURS AWAY FORM THE AIRPORT. 4. Went to the AIRPORT yesterday, and no one had my stroller. Got an email saying it was still in ***********Initial Complaint
09/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
ticket #*******-transaction date may 8th 2023 with Avianca Airlines for $693.35. i had a death in the family of a closed relative and was not able to travel. Avianca refused refund request and advised me to call my bank but my bank is in favor of Avianca and wont issue refund either. i have spoken to several supervisors and just keep getting the run around.Initial Complaint
09/14/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of Transaction: 5/20/23 Amount paid to business: $583.55 Business committed to provide me with Airline transportation but failed to do so Nature of dispute: I paid Avianca $583.55 for two flights starting from ********* (CTG) to ****** (BOG) and connecting flight from ****** (BOG) to *********** (***). Avianca failed to provide me the second leg of my trip and did not let me board my connecting Flight from ****** to ***********. I was there almost 1 hour before my flight and they said that it was to late and that my ticket was sold to somebody on stand buy.I filed a complaint with Avianca support but never heard back from them and even tried to contact phone support and received no answer.Avianca confirmation flight number: 2TMDZ7Initial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Due to COVID 19 AVIANCA canceled my flight and was not able to reimburse me, so they offered me credit in the form of a **** Card. I used some of those funds to buy a ticket earlier this year and I have a left over credit of $209.32. I tried to purchase a ticket with this card and I got a message that they were not able to complete my transaction. I called the airline right away and they told me that my ticket fare would be honored and gave me a Booking # 4MRAV7.I called this morning and was told that they were sending my request to the appropriate department and that they will call me within 12 hours, considering my flight was departing within 24 hours. I received an email 2 hours later saying that my flight was no longer available.I am not stuck trying to buy a different ticket from a different airline. I will not be able to use the credit in the **** card and I am risking to lose my brother's american residency if he is not in the country within the next 48 hours. I don't want a **** card!!! I want a full refund of my money. I don't want to use your services ever again. You have just cost me over $800. AVIANCA's practices are deceptive and misleading.Initial Complaint
09/12/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My mother ***************** purchased two tickets with Avianca airlines, they got cancelled and never got the money back. I have been helping her writing the company multiple times, they sent me emails saying they will give her the money back within 30 days and that never happened. Last email I got from them was June 14 2022. We tried to call any office around the world and they all say the same *****. I've done research about this company and there are thousands of people in the same situation. Please let me know if you can help me and what documents can I send to you. Thank you for your time, *****Initial Complaint
09/12/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I WAS TOLD I HAD TO PAY MY **** FREE LIQUOR AS A BAG, BECAUSE IT WOULD NOT FIT UNDER THE ***** INFROUNT OF ME.. AFTER I PAYED $77.50 FOR MY CARRY ON TO A BAGGAGE. I WAS TOLD IN THE ***** THAT THE **** FREE LIQOUR CAN'T GO ON THE OVERHEAD CARRAGE, THAT IT HAS TO GO UNDER THE SEAT INFRONT OF ME.... I WILL NEVER USE OR RECOMMEND AVIANCA, ITS SAD THAT A COLOMBIAN COMPANY TAKES FULL ADVANTAGE OF THEIR OWN PEOPLE...WHAT A DISGRACE OF A COMPANY....Initial Complaint
09/09/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
08/16/23 I Traveled to ************** and paid $ 50 for my luggage when we arrived in **************, its was damage, my luggage was brand new before I travel and I paid $ 125, I had no way of communication to complain to Airline , on 8/23/23 flying back to ** got to the Airport and wanted to do the check in and the Kiosk was not working in the airport at the time and the customer service at the desk charge me $ 10 to provide me with a boarding pass not accepting that their kiosk were not working, I have contacted Avianca Airlines on 8/24/23 and they have decided that my case is past the time to submit the complaint, I email with ************************************* and requested a supervisor to discuss my situation and requested corporate email address to make them aware of how their employees are not taking the appropriate actions and refused to provide corporate email address until yesterday 9/8/23 I received a call from a supervisor and he did not provided any resolution to my case we as the end user cannot continued paying those kind of rates and no action are being taken from the Airlines
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Customer Complaints Summary
240 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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