Avianca Airlines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: That is not was it sats in the document The document has an expiration date of per Aviancas email I pick up the document in [redacted] back on April of There is no way that the document was issue on July, by who? I need copy of that document so I can see it that it was issued on the stated date, thank you!!! [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Dear [redacted] Receive kind greetings from Avianca As We spoke over the phone today; I take this opportunity to offer you once again or most sincere apology for all the inconveniences you experienced with our call center staff while you were trying to change your tickets Your feedback is really important for us and has been shared to the call center to take actions in order to prevent this problemsAs a token of our appreciation for you I have sent a courtesy directly to your email address

Dear All Receive kind greetings from AviancaAs I explained yesterday in this case, once the calculus of the paid fare vs the utilized fare + penalty fee for refund, there was no value in favor on the ticket, so the only amount refunded were the taxes US - XF - AYWe confirm that the refund was processed correctly and no further considerations can be madeKind regards, [redacted]

Dear All Receive kind greetings from AviancaAs I explained yesterday in this case, once the calculus of the paid fare vs the utilized fare + penalty fee for refund, there was no value in favor on the ticket, so the only amount refunded were the taxes US - XF - AY We confirm that the refund was processed correctly and no further considerations can be madeKind regards, [redacted]

Dear All Receive kind greetings from AviancaReviewing your case, we have checked station reports confirming that you showed up at the airport at 8:in this case since the flight was scheduled to depart at 9:the check in process and system was already closed and no more passengers were accepted, unless had a previous online check inActually you explained to our staff that you got delayed in traffic and buying medicineI would like to inform you that Avianca recommends being at the airport at least three hours before the scheduled departure timeThis allows the passenger to cheand pass trough all security check points at the airportWe make this information available trough all our contact pointsIt is available at any travel agency, through our sales offices, by calling our free 1-number, on www.avianca.com, in order that each passenger may have a written record for their personal reference, it is also printed on all Avianca’s ticket holder.The [redacted] in its consumer guide “Fly Rights” indicates the same recommendationsIf you arrive late at the airport you will lose your reservation and your right to compensation if the flight is oversoldAlso you might incur in additional charges to reschedule your flight.In this case, the instructions given by our agents to call for a flight reschedule were correct, and I have confirmed that you changed your tickets to travel in MarchIt is important to mention that the flight you were schedule was not affected by overbooking, actually it operated with available seats [redacted] ***, in this case, since the reasons that prevented you from traveling were out of the airline control, we are unable to offer a refund of your expensesWe appreciate your comprehensionKind regards, [redacted] *** Customer Service Analyst

Dear All Receive kind greetings from AviancaWe have reviewed [redacted] complaint about her mother's travel from New York to Belize; which was scheduled to depart on February ***, Checking on reservation records, the station confirms that [redacted] (the passenger) arrived late to the counter at 3:19am when the flight was scheduled to depart at 03:55am; on the complaint [redacted] says that had a hard time to get to the airport due to the inclement weatherIt is important to mention, that according to the transportation contract, passengers are requested to be present at the airport at least hours prior departure of the flight; in order to guarantee that they will have enough time for the check in process for documents, luggage, customs and othersThe US Department of Transportation in its consumer guide “Fly Rights” indicates the same recommendationsIf you arrive late at the airport you will lose your reservation and your right to compensation if the flight is oversoldAlso you might incur in additional charges to reschedule your flightThe check in system is closes automatically one hour prior departure and there is no possibility to accept a passenger who arrived once the system is closed; in this case the fact that she arrived late was completely out of our controlIt is correct, to mention that her original flight was re scheduled from January [redacted] to February ***; this itinerary modification was duly inform with enough time, so the passenger can make arrangements for the new flightMoreover, The Conditions of Contract provided by ***, published and attached to each passenger ticket; maintain the following - under paragraph 9: Carrier undertakes to use its best efforts to carry passenger and baggage with reasonable dispatchTimes shown on timetables or elsewhere are not guaranteed and form no part of this contractCarrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessitySchedules are subject to change without noticeCarrier assumes no responsibility for making connectionsAbout the requested refund of the ticket; since the incident that prevented the passenger to fly was out of the airline control; ticket restriction must be considered for refund request; and [redacted] ***'s ticket [redacted] has a non refundable regulation; meaning that she can use the ticket for new dates considering the penalty and possible fare difference chargesWe appreciate your comprehensionKind regards, [redacted]

Dear All Receive kind greetings from AviancaOnce again we have reviewed *** ***'s case, and found that since the reason why the passenger was not unable to fly is due to the fact that she arrived late at the airport,the requested refund of the ticket; since the incident that prevented the passenger to fly was out of the airline control; ticket restriction must be considered for refund request; and *** *** ***'s ticket *** has a non refundable regulation; meaning that she can use the ticket for new dates considering the penalty and possible fare difference chargesWe appreciate your comprehensionKind regards, *** *** *** *** ***

Revdex.com:At this time, my complaint, ID *** regarding Avianca Airlines has been resolved
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,*** ***

Dear All Receive kind greetings from AviancaI have checked the refund request for the ticket *** which have been processed with control number ***; according to our records; the payment was processed since December ***, I is important to mention that the ticket had a
penalty for refund of $200USD; and that when the refund is processed some calculations have to be considered; such as tax fees; since some of the taxes on the ticket are not refundable; and also the follow up of the previous transactions on the ticketsIn this case, the payment is already made on the amount of $24.50USD as the residual value of all the considerationsWe appreciate your considerationsKind regards, *** *** *** *** ***

Dear All. Receive kind greetings from Avianca. I have reviewed [redacted] complaint about the previous case he presented directly with us and the analysis and communication from the previous analyst. I have checked the exchanged communications and found that there was a proposal to have the...

luggage repaired or to received a travel voucher instead. As I understand [redacted] tried to have the luggage repaired but at the end it was not possible. In this case, considering the elapsed time of the complaint, the difficulties to have it repaired and the fact that the damage is minor, I have been authorized to offer a compensation of a travel voucher for $200USD (two hundred) under [redacted] name as final resolution to his complaint. If he agrees, let him know that he can contact me at [redacted] to have the voucher issued. We appreciate your comprehension. Kind regards, Marielos L[redacted]

Dear All Receive kind greetings from Avianca. We have reviewed [redacted] complaint about her mother's travel from New York to Belize; which was scheduled to depart on February [redacted], 2015. Checking on reservation records, the station confirms that [redacted] (the passenger) arrived late...

to the counter at 3:19am when the flight was scheduled to depart at 03:55am; on the complaint [redacted] says that had a hard time to get to the airport due to the inclement weather. It is important to mention, that according to the transportation contract, passengers are requested to be present at the airport at least 3 hours prior departure of the flight; in order to guarantee that they will have enough time for the check in process for documents, luggage, customs and others. The US Department of Transportation in its consumer guide “Fly Rights” indicates the same recommendations. If you arrive late at the airport you will lose your reservation and your right to compensation if the flight is oversold. Also you might incur in additional charges to reschedule your flight. The check in system is closes automatically one hour prior departure and there is no possibility to accept a passenger who arrived once the system is closed; in this case the fact that she arrived late was completely out of our control. It is correct, to mention that her original flight was re scheduled from January [redacted] to February [redacted]; this itinerary modification was duly inform with enough time, so the passenger can make arrangements for the new flight. Moreover, The Conditions of Contract provided by [redacted], published and attached to each passenger ticket; maintain the following - under paragraph 9: Carrier undertakes to use its best efforts to carry passenger and baggage with reasonable dispatch. Times shown on timetables or elsewhere are not guaranteed and form no part of this contract. Carrier may without notice substitute alternate carriers or aircraft, and may alter or omit stopping places shown on the ticket in case of necessity. Schedules are subject to change without notice. Carrier assumes no responsibility for making connections. About the requested refund of the ticket; since the incident that prevented the passenger to fly was out of the airline control; ticket restriction must be considered for refund request; and [redacted]'s ticket [redacted] has a non refundable regulation; meaning that she can use the ticket for new dates considering the penalty and possible fare difference charges. We appreciate your comprehension. Kind regards, [redacted]

Revdex.com:At this time, I have not been contacted by Avianca Airlines regarding complaint ID [redacted].Sincerely,[redacted]

Dear All. Receive kind greetings from Avianca. We have reviewed [redacted]'s case and found that the response sent to him on May **, 2015 does explain the reason why a refund is not possible. [redacted] was informed that the original date changed he processed on the website was not processed...

since the credit card information he provided for the associated charges of the date change was incomplete; since the change was for the following day was not possible to inform him, until he arrived at the airport and found it was not processed. Once at the airport, the new charges were not for the purchase of a new ticket as he might have presumed, but were the result of the calculus of the penalty fee + fare difference for the date change using the original tickets as for of payment; cost might appear high due to the fact that change was made right before the flight departure and space availability shortens up to this point increasing the cost of the fees, which are calculated based on original fare regulations, space availability on same fare and applicable charges. In this case, we cannot process a refund since the tickets were used as form of payment. We appreciate your comprehension. Kind regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 
 I can not accept because when I went to buy the ticket they told me that I would be entitled to refund only paying a fine of $ 200. I just want what's mine.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:At this time, I have not been contacted by Avianca Airlines regarding complaint ID [redacted]. There is no contact information available for me to reach out to about the partial refund they issued. Sincerely,
[redacted]

Dear [redacted].
Receive kind greetings from Avianca.
As We spoke over the phone today; I take this opportunity to offer you once again or most sincere apology for all the inconveniences you experienced with our call center staff while you were trying to change your tickets.
Your...

feedback is really important for us and has been shared to the call center to take actions in order to prevent this problems. As a token of our appreciation for you I have sent a courtesy directly to your email address.

Dear All Receive kind greetings from Avianca. As I explained yesterday in this case, once the calculus of the paid fare vs the utilized fare + penalty fee for refund, there was no value in favor on the ticket, so the only amount refunded were the taxes 17.50 US - 4.50 XF - 2.50 AYWe...

confirm that the refund was processed correctly and no further considerations can be made. Kind regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here] I was fully aware of the change fee as I indicated in my original complaint.  I tried to go online on [redacted] and request a refund. I was not able to do so.  It gave me an error stating that I already used these tickets. I only used one way. Below are the ticket numbers please mail me a check for the refund.
 [redacted]  
[redacted]    
 [redacted]  
[redacted]   
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted] Receive kind greetings from Avianca. I have reviewed your complaint presented at the Revdex.com. About the request to change the name on the ticket [redacted] that was purchased for your husband [redacted]. As explained before on previous resolution of...

your request presented with us; what you requested was not a name correction but a name change; since the last name [redacted] is not part of your husband's identity; and actually is a person that doesn't exist. According to Aviation Industry policies, name changes are not allowed; and for that our resolution was given to you, explaining that such change was not possible; especially, since for online purchases the passengers information is entered directly by the same customer. As much for the refund, it was not possible since the ticket regulations state that the ticket is not refundable. As further evaluation of your request, and since you explain that had already purchased a new ticket with the correct name; we can offer a refund of this ticket as a travel voucher for $570USD which will be issued under your name. This amount corresponds to the ticket base fare; since taxes are not an income for Avianca. Please notice this resolution is offered as an exemption. If you agree please confirm your acceptance to my email [redacted] I will be waiting for your soon reply. Kind regards, [redacted]

When checking in at Sao Paulo for a flight to Florianopolis, the airline that I took, Avianca, cheated me. When I booked the ticket, it stated that excess luggage will be charged 0.5% of the Normal Fare (YO6) per kg. I paid 150 Brazilian Reals for my ticket, but they were charging me based on 2,000 Brazilian Reals. I complained. I wrote several times and they eventually wrote back and told me that they based it on Normal Fare (YY). I wrote to them again but there was no reply, finally I was able to chat with them online and when I asked the personnel if the normal fare is 2,000 Brazilian Reals, he said no. Avianca then wrote to me and said they would refund the money. A few days later, they wrote to me again stating that the charge was correct and it was based on Normal Fare (YXBO6). So which one is it? Is the normal fare Y06, YY or YXB06? Or is there no normal fare? They just arbitrarily base it on any number they want? When I looked at the cost of the plane ticket online, it was never 2,000 Brazilian Reals. It was always lower and I have asked Brazilians about this and they agreed that 2,000 is not the normal price. I have complained to my credit card company of course. And the complaint was decided IN MY FAVOR with finality (but not without fighting Avianca for it)!!! Wake up call for Avianca and its chairman and CEO - German [redacted] and Hernan [redacted]!!! Where did you learn how to do business? In Bolivia, Brazil, Chile or Israel?