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 3/**/2015 per Aviancas email.  I pick up the document in [redacted] back on April of 2014.  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]

Revdex.com:I received a refund from the business (Avianca) yesterday afternoon, though there was no correspondence from them. :/ But I am satisfied with the refund, so I would like to mark this complaint as resolved. Thank you for keeping businesses honest to their customers!...

:)Here's the prefilled response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Take care,
[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][redacted] doesn't want to fly with Avianca due to her ill treatment by the Agents at the counter on the morning of Feb *. She understandsshe can use the ticket at a different date however she doesn't feel that its an option.  Therefore, it is appreciated to receive a refund of the ticket. Thanks!
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[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 still do not understand because if I paid 413.00 and the fine is 200.00. So I would have to receive 231.00 dollars for reimbursement.I just want my money back.
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted]: I am really sorry about the inconveniences you experienced when trying to log in to your Lifemiles account.I checked with the corresponding area and the correct number of your account is different from the one you provide in your complaint. Since the aforementioned number is...

personal information that shouldn't be disclosed in the Revdex.com site, I will send it to you by email, accompanied by your Lifemiles account statement, where you will be able to find all your Lifemiles transactions up to today. Your information has not dissapeared. As compensation for the delay in providing this information, I will credit 5.000 miles to your account. I ask you to, please, inform me of the Avianca tickets you have bought since last June, so we are able to credit the corresponding miles to your lifemiles account. Sincerely, [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 just want part of my money back.
 
 
 
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. We have reviewed your case, about the use of a travel voucher given to you last year 2014, with number [redacted], the voucher was issued on July [redacted] 2014; meaning that is not expired yet; since vouchers are valid for one year since...

issue date. Vouhers can be transferred to a third party, you will only have to visit our ticket office and provide a document authorizing the use for someone else. We appreciate your comprehension. Kind regards, [redacted]

Dear All Receive kind greetings from Avianca. We have carefully reviewed your responses sent in April [redacted] and May [redacted] about the fact that you considered your complaint as not resolved. However, I must say once again that the refund process was made correctly applying the ticket regulation (penalty fee) and also the tax regulations about refundability. Up to this time we are unable to offer a different resolution. 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:

[Your Answer HereThe information provided by Avianca is in error on these counts: 1- They state I made the change on their website. I made the change not on their website but with a live representative who explained that he did not know why a fee was not charged when I made a change. I also note that the so called credit card rejection occurred on December **, 2014 during business hours. My mobile number and contact information are listed on the invoice sent to me by Avianca. How is it possible in this 21st century that I was not contacted by phone, email or even a simple letter since this would be a standard business practice when there is a payment problem of this kind? I have asked Citibank ThankYou Credit Card to forward me a copy of any rejections that they made December 2014. I will forward this to you upon receipt.2-Avianca states that this was a last minute change to my reservation thus the exorbitant charge at JFK airport. However, as the attached reservation documents show, an entirely new reservation with an entirely new booking reference was made at the airport. The previous reservation, with a different number and which Avianca failed to honor, was and is still listed on their website. This new reservation was a refundable ticket done by the Avianca representative after the senior representative stated that problems of this nature occur often from the call center and there were no available seats for the reservation, I have attached acopy that I made and was not processed by Avianca.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have reviewed [redacted]'s response to our explanation and the consequent questions and asseverations he makes.   According to the records we have corresponding to the investigation of his case, confirms that the original transaction of the date change was made via website, since the information given by him was incorrect charges were not made; in this case, there is no process or error notification, since the information is entered by the customer himself. Once he arrived at the airport changes were made according to available prices for the requested flight.   In this case, what he thinks is a brand new ticket is really a ticket revalidation using original ticket as form of payment and charging the fare difference. New record on the system is needed since ticket has to be reissued as an standard procedure on this type of changes.   We understand [redacted] position since he paid a high price to get the ticket change, however, ticket revalidation was processed correctly and in this case, we cannot process a refund since the tickets were used as form of payment. We appreciate your comprehension. Kind regards,      

 
[redacted]
 
[redacted]

Dear All Receive kind greetings from Avianca. Reviewing your case, we have checked station reports confirming that you showed up at the airport at 8:31 in this case since the flight was scheduled to depart at 9:30 the check in process and system was already closed and no more passengers...

were accepted, unless had a previous online check in. Actually you explained to our staff that you got delayed in traffic and buying medicine. I would like to inform you that Avianca recommends being at the airport at least three hours before the scheduled departure time. This allows the passenger to check-in and pass trough all security check points at the airport. We make this information available trough all our contact points.. It is available at any travel agency, through our sales offices, by calling our free 1-800 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 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.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 March. It 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 expenses. We appreciate your comprehension. Kind regards, [redacted] Customer Service Analyst.

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

Hello,
My name is [redacted], I am very disappointed with this service of Avianca. First, my flight was changed of route. I was flying from Guatemala to LAX, but it ended it up that the plane I was going to fly in was in maintenance. I was sent to two different places El Salvador and San Francisco. Second, the attendance in the plane didn't feed my children. They completely skip us and went to the back of the plane. After 50 min later, they came back but during that time my children were hungry and complaining when was the food going to come back. My children feel asleep waiting so much time. The attendance could of nicely said that in a few they would come back, but during that time I turn on the light from the top and it took them more than 10 min. to come and check. Finally, I am very disappointed with this service and I would like to get a refund on something because I was changed of route and had to spend extra money to get to my destination to Los Angeles. I paid a large amount of money to get my flight direct, but on the returned I had to fly to two different places. Flight [redacted] 12 JAN. 18:10 conf: [redacted]
Thank you, [redacted]. I would like to hear from you soon.

Review: AVIACA AIRLINES GAVE ME A VOUCHER LAST YEAR BECAUSE OF FALSE ADVERTISING. I HAVE EMAILED TWICE AND NO ONE RESPONDS TO MY EMAILS. I HAVE NOT BEEN ABLE TO TRAVEL BECAUSE OF HEALTH ISSUES AND I HAVE THE DOCUMENTATION TO PROOF THIS. ON THE MENTIONED EMAILS I ADDRESED THE ISSUES TO THEM AND NO ONE RESPONDED. I EMAILED [redacted] AND [redacted]. THE VOUCHER ONLY IS GOOD FOR A YEAR AND I AM USED TO HERE IN THE US GIFT CARD HAS NO EXPIRATION DATES. I TRIED TO TELL THEM TO TRANSFER THE VOUCHER TO MY HUSBAND'S NAMES SINCE I AM NOT ABLE TO TRAVEL BUT THEY HAVE IGNORED MY EMAILS. I ALSO CALLED THE MAIN OFFICE IN NEW YORK AND THE OPERATOR SAID THAT SHE CANNOT HELP ME BECAUSE I HAVE TO GET IN TOUGH WITH [redacted] AND THAT WHY I SENT THOSE EMAILS WITH NO RESPONSE WHAT SO EVER.Desired Settlement: CHANGE THE DATE OF THE EXPIRATION SINCE I CONTACT THEM BEFORE EXPIRED OR CHANGE IT TO MY HUSBAND NAME SINCE HE IS NOT ILL AND CAN TRAVEL SOMETHING THAT I CAN'T DO MYSELF. THANKS.

Business

Response:

Dear [redacted] Receive kind greetings from Avianca. We have reviewed your case, about the use of a travel voucher given to you last year 2014, with number [redacted], the voucher was issued on July [redacted] 2014; meaning that is not expired yet; since vouchers are valid for one year since issue date. Vouhers can be transferred to a third party, you will only have to visit our ticket office and provide a document authorizing the use for someone else. We appreciate your comprehension. Kind regards, [redacted]

Review: Our group of 25 was scheduled to travel from JFK to Quito on AV 021 on February [redacted]. The flight was cancelled and, according to the Avianca Group Desk, our group is protected. However, it is now eleven days later and we still have not been able to confirm the new dates of our itinerary. Whenever I call, I am on hold for an hour with no success. Repeated email attempts get no response. We have a responsibility to inform the members of our group but Avianca has demonstrated total disregard for us.Desired Settlement: We would like to be able to confirm the new dates for our group as we have paid in full.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Avianca Airlines has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,

Review: I purchased airline tickets by credit card via a travel agency on December **, 2014 for travel on Avianca Airlines for round trip between NY and Ecuador for a total of $1197.94. I decided to make a change in my itinerary within 10 minutes and contacted the travel agent who directed me to make the change directly with Avianca Airlines. I contacted Avianca Airlines and successfully made the change. I was given the updates by email and went to their website and printed my new itinerary. There was not any additional charges for the change.

On January **, 2015 I attempted to print my boarding pass from home and was unable to do. I contacted Avianca Airlines by phone to resolve my problem and was informed that the new itinerary was not processed. I was instructed to go to their offices at JFK Airport in NY to get the problem resolved.

When I arrived at JFK Airport the customer service representative informed me that I could change my flight for $3000. When I explained and showed them proof that I had already changed it a month ago. They investigated the matter and admitted that Avianca Airlines had made an error. They also admitted that this was a common problem with their call center. They gave me the option of purchasing a new reservation for travel and filing a grievance claim for full refund or use the unchanged itinerary. I choose the new reservation since I was told a full refund would be made once I filed a grievance claim with Avianca Airlines upon my return to NY. I paid by credit card $1958.92

Upon return to NY I filed a grievance claim by email with Avianca Airlines for a full refund by credit card and was given a claim #[redacted] on February **, 2015.

On March **, 2015 I was contacted by email by [redacted] of Avianca Airlines that they tried to process my refund but my credit card denied the payment. [redacted] sent me a copy of the transaction failure for $1561.74. I contacted [redacted] by telephone and indicated that the reason it may have been denied is that according to the transaction record there was not any home address in the address area or zip code although all other information, i.e. flight reservation number, email address, my cell number was listed. She apologized and after I confirmed my home address and my other information that a refund would be processed.

Several weeks passed so on April **, 2015 I contacted Avianca Airlines again by phone only to be informed that I could not speak with [redacted] but would only be allowed to communicate via email. I again, emailed [redacted] and did not receive any reply.

In desperation I visited Avianca's ** office on [redacted] on May *, 2015. They were very polite and contacted [redacted] by telephone. I spoke with her and she apologized for the delay and agreed to check with the Call center to process the refund. I received an email on May **, 2015 from [redacted] indicating that a refund could not be processed because I did not pay any fees for the reservation. Also because it was a change the fees were appropriate.

I again sent her proof of payment for my original flight and the change Avianca provided, proof of a new reservation made by Avianca on January **, 2015. Finally May [redacted] again sent me an email indicating that I did not pay any fees but a change fee.Desired Settlement: I appeal to the Revdex.com to help get a full refund for the error made by Avianaca Airlines on my reservation of December 2014 which resulted in new reservation made totaling $1958.92.

Business

Response:

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]

Consumer

Response:

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 HereThe information provided by Avianca is in error on these counts: 1- They state I made the change on their website. I made the change not on their website but with a live representative who explained that he did not know why a fee was not charged when I made a change. I also note that the so called credit card rejection occurred on December **, 2014 during business hours. My mobile number and contact information are listed on the invoice sent to me by Avianca. How is it possible in this 21st century that I was not contacted by phone, email or even a simple letter since this would be a standard business practice when there is a payment problem of this kind? I have asked Citibank ThankYou Credit Card to forward me a copy of any rejections that they made December 2014. I will forward this to you upon receipt.2-Avianca states that this was a last minute change to my reservation thus the exorbitant charge at JFK airport. However, as the attached reservation documents show, an entirely new reservation with an entirely new booking reference was made at the airport. The previous reservation, with a different number and which Avianca failed to honor, was and is still listed on their website. This new reservation was a refundable ticket done by the Avianca representative after the senior representative stated that problems of this nature occur often from the call center and there were no available seats for the reservation, I have attached acopy that I made and was not processed by Avianca.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have reviewed [redacted]'s response to our explanation and the consequent questions and asseverations he makes. According to the records we have corresponding to the investigation of his case, confirms that the original transaction of the date change was made via website, since the information given by him was incorrect charges were not made; in this case, there is no process or error notification, since the information is entered by the customer himself. Once he arrived at the airport changes were made according to available prices for the requested flight. In this case, what he thinks is a brand new ticket is really a ticket revalidation using original ticket as form of payment and charging the fare difference. New record on the system is needed since ticket has to be reissued as an standard procedure on this type of changes. We understand [redacted] position since he paid a high price to get the ticket change, however, ticket revalidation was processed correctly and in this case, we cannot process a refund since the tickets were used as form of payment. We appreciate your comprehension. Kind regards,

Review: My friend’s family and my family experienced an absolutely ridiculous, humiliating, upsetting, and beyond frustrating nightmare with Avianca Airlines. This would be our first and last time traveling with Avianca Airlines. On Feb [redacted], 2015, we arrived at [redacted] airport 8: AM, hour and half prior to our 9:30 am flight for [redacted]. We were two families with 2 toddlers waiting in line for check in. There were few people ahead of us waiting for check in. Once the queue cleared up ahead of us, we proceeded to the counter. The agent started to help one family of 3 and meanwhile we asked that we are 6 people together. At that time the supervisor [redacted] intervened and said only 3 people can check-in, even though we have 6 confirmed tickets. [redacted] told us that the gates are closed, and since our passport information is not on Avianca’s system, he can only allow 3 of us to board the flight. We were travelling with toddlers and live 2 hours away from the airport. We tried to explain to [redacted] that this is the first time we are travelling through Avianca on a family vacation. By that time the agent had already printed 3 boarding passes and checked in our luggage. It clearly seemed like [redacted] had arranged seats for stand-by passengers, and hence was allowing only 3 passengers to board the flight. We requested and pleaded [redacted] for 15 minutes to allow all of us to board, even the staff and airport employees looked puzzled as to why [redacted] was not allowing us to board. It was ridicules, but extremely frustrating and humiliating for us. Finally, [redacted] tore 3 of our boarding passes. Meanwhile, there were other passengers coming after us and were allowed to board the flight! It was really humiliating and disgusting to witness the how [redacted] had no respect for travelers with families by playing games and telling that he would allow only 3 people of check in. we totally felt like being discriminated. We were asked to reschedule the flight and have to fare difference which cost us an additional 1170$ per family, plus we had to reschedule hotel which was another $473. We had spent next 7-8 with numerous attempts and lot of difficulty over phone with the service center to find a suitable flight for our travels. We also had to take additional leave from work to accommodate this change. At around 8:35 AM he asked us last time saying that he would allow only 3 people of check in out of 6. Since we were a 2 families traveling together we politely declined as we felt we were being discriminated. It is very hard for us to still believe the way we were treated by Avianca and feel extremely humiliated, discriminated with the experience that we went through. We believe the extra charge of $1643 should be reimbursed.Desired Settlement: We would like to get refunded for loss we incurred which includes the travel fare and additional changes we had to make for accommodation.

Business

Response:

Dear All Receive kind greetings from Avianca. Reviewing your case, we have checked station reports confirming that you showed up at the airport at 8:31 in this case since the flight was scheduled to depart at 9:30 the check in process and system was already closed and no more passengers were accepted, unless had a previous online check in. Actually you explained to our staff that you got delayed in traffic and buying medicine. I would like to inform you that Avianca recommends being at the airport at least three hours before the scheduled departure time. This allows the passenger to check-in and pass trough all security check points at the airport. We make this information available trough all our contact points.. It is available at any travel agency, through our sales offices, by calling our free 1-800 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 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.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 March. It 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 expenses. We appreciate your comprehension. Kind regards, [redacted] Customer Service Analyst.

Review: While traveling from Los Angeles to Managua recently on Avianca airlines, they lost one of my bags--a bag full of books. It was a regular duffle style bag, flat bottomed. I was bringing approximately 20 books with me to Nicaragua as I planned to finish the research paper I am writing while here. These books were very underlined with lots of notes in the margins--the underlines and notes being the most important aspect of these used books. I also brought around 20 new books as I am a big reader and planned to read a lot while I am here.

We were told the bag would be delivered to us when it was located. We were told we would receive a phone call as well. Neither of these things happened. We waited two days, got nervous and called them. They told us they had tried to call us and the number didn't work. This can hardly be true as we get plenty of calls each day on the number we provided them. We were told to come pick up the bag--they could no longer deliver it for some reason. We drove three hours in the unbelievable heat of Nicaragua in our friend's non-airconditioned truck, back to the airport to retrieve our very valuable books. We could not drive back that day and rented a hotel room and drove back the following day to where we were staying. Which is to say: we were very put out, in time as well as money and discomfort, in order to retrieve a bag that should have been delivered to us. But this is not my complaint.

The bag had been destroyed. It must have been caught in a machine or something as it was ripped to shreds and taped back together. 15 of the new books were destroyed--torn to shreds, ripped in half, covers ripped off, entire chunks missing out of the spines (i took pictures if you would like them). 5 of the books were damaged but still readable. 10 of my very important underlined books simply did not make it which is a huge personal tragedy for me. These books are irreplaceable and it will cause me incredible grief to not have them while I write my research paper and may actually prevent me from writing my paper at all until I re-purcahse and re-read and re-underline these 10 books. The 15 books that were destroyed, when I added up the cost of the books from the prices provided on the backs of the books themsleves totaled $165. I re-ordered these books on [redacted] today, spending a small fortune.

For the destruction of my property and the time and expense incurred to pick up the bag rather than have it be delivered, the airline gave us $50 and a travel voucher for $150. I showed the man my destroyed property and asked if he really thought that was fair and he agreed that it was not fair compensation but this was the airline's policy and that was all he could do.Desired Settlement: I think a fair compensation would be

$100 for the gas it took to drive to the airport plus wear on the car

$150 for the hotel and food and hassle and wasted time in retrieving the bag

$40 for the bag that was destroyed

$165 for the books that were destroyed

$500 travel voucher for my notes that were destroyed and the books that simply did not make it--though part of me thinks $500 for the amount of work that I have lost is ridiculous and this number should be far higher

Business

Response:

Dear [redacted]:

We received the complaint you submitted us through the Revdex.com because of your delayed and damaged baggage in your trip from Los Angeles to Managua on July the [redacted].

I deeply regret the troubles and inconveniences you suffered because of this incident. We are studying your case in order to provide you with an appropriate compensation.

I ask you to, please, send me the receipt of the books, as well as the receipt of the bag - in case you have it – and, if it is not an inconvenience, the pictures you said you had taken of the damage.

If you provide us this information, I will give you a definitive answer next week.

Sincerely,

Review: This complaint is on behalf of my mother. On Feb *, [redacted] had a reservation on flight AV 567 departing from Terminal 4 @3:55 am with Avianca Airlines. She encountered hardship getting to the airport due tothe inclement weather. This was the [redacted] time that the airline rescheduled my mother's flight because of bad weather, her original flight was on 1/**/15. The reason for this complaint is that my mother was not allowed onher reserved flight. The reason she was given,"the flight was already closed off". Even though she got there in enough time to make her flight, she was told she could not get on that flight and she can wait for the next flight leaving @ 930am, and it wasn't a guarantee that she would be able to get a seat on that flight. My mother is a [redacted] and has a [redacted], there is no way she can wait around for 5 hrs in an airport fora flight she may not be able to get on. My mom's ticket was paid for, she wasn't begging for a free handout. The ticket agent treated her like they were doing her a favor. Needless to say, my mother had no choice but to call someone back to airport to pick her up to go back home. She's highly disappointed in the airline and refuses to fly with them ever again!Desired Settlement: I purchased the airline ticket thru cheap air ticket website. Booking Ref[redacted]. I would like my money refunded minus the processing fee.

Business

Response:

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]

Consumer

Response:

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][redacted] doesn't want to fly with Avianca due to her ill treatment by the Agents at the counter on the morning of Feb *. She understandsshe can use the ticket at a different date however she doesn't feel that its an option. Therefore, it is appreciated to receive a refund of the ticket. Thanks!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear All Receive kind greetings from Avianca. Once again we have reviewed [redacted]'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 [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]

Review: Avianca life miles has a point system which I have used for many travels to [redacted]. I am enrolled for several years and always use Avianca thinking those points will be useful to reduce my airfare.I have used them in the past without issue, as recently as June 2014.However, my account name, password and all information seems to have disappeared, including the points I was hoping to use.I first e mailed them on 11/ ** with no reply. I then phoned Avianca Life Miles 11/**/14 and they could not find my information and gave no explanation.I am still receiving advertisements with my name and number as recently as 11/**/14. Copy in hand as follows: "Dear [redacted] 11/** miles expiration of 07/**/16 life miles #[redacted]".So - it appears either their computers or Avianca stole this account and I am out my miles and all the extra money I spent by using their flights in good faith.This type of cheating is known in [redacted] as "[redacted] nada" But not acceptable in the United States.Desired Settlement: 1)I want my life miles to restore my points and account with 100,000 gift miles.2) To prove their good faith and compensate me for my time and aggravation and to warn them that this type of business practice is illegal and not acceptable - I believe 2 business or other class round trip tickets from [redacted] to my choice destination in [redacted] would be appropriate.Thank You![redacted]

Business

Response:

Dear [redacted]: I am really sorry about the inconveniences you experienced when trying to log in to your Lifemiles account.I checked with the corresponding area and the correct number of your account is different from the one you provide in your complaint. Since the aforementioned number is personal information that shouldn't be disclosed in the Revdex.com site, I will send it to you by email, accompanied by your Lifemiles account statement, where you will be able to find all your Lifemiles transactions up to today. Your information has not dissapeared. As compensation for the delay in providing this information, I will credit 5.000 miles to your account. I ask you to, please, inform me of the Avianca tickets you have bought since last June, so we are able to credit the corresponding miles to your lifemiles account. Sincerely, [redacted]