Avianca Airlines

Review: I have been on the phone for the past 6 hours trying to either change my flight ticket or get a refund neither of which the airline has been helpful with and they have been using stall tactics to not honor the ticket contractual terms. It is inexcusable that this day an age such people are allowed to operate on US territory.Desired Settlement: Although I initially was accepting of paying for any necessary change to my ticket, after this dreadful experience, I am only willing to accept a refund (even partial).

Business

Response:

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.

Review: We purchased an Airline ticket with this company. The return flight Miami-Barranquilla was originally scheduled for March *. Then needed to make a modification to this ticket and called the company call center on March * to make the changes. We were informed that the change was $288.13 and we provided a credit card to make a payment. After one hour of wait we were told that everything was confirmed and we got an email with the details of the confirmation. Fast forward to March **. The airline cancelled the reservation indicating that the payment could not be processed. And after 2 hours on the phone with this call center we were told that the payment could not be done by phone because the flight was scheduled less than 6 hours. The flight was scheduled to leave Miami at 4 pm and we started this process on March * and the new call we made to Avianca was initiated at 8:50 am (more than 7 hours before scheduled flight). Finally we were told that we had to make payment at the airport. The problem is that we don't live in Miami and the passenger is a family member that came to the USA with all expenses paid by us. The company representative warned us that the payment at the airport could be even higher. The amount of aggravation this practice has caused is extreme because our relative is alone in Miami.Desired Settlement: I need Avianca to get their act together. The amount of aggravation this has caused and the amount of time we spent on the phone is ridiculous.

Business

Response:

Dear [redacted],

We received a copy of the complaint you submitted to the Revdex.com regarding the inconvenience you had with the change on your ticket. In order to continue with the investigation of your case, I need you to provide the following information, which is necessary to track the calls and the handle given by our staff in the call center.

I need the name of the passenger as well as the ticket and reservation numbers and if it is also possible copy of the e-mail you received with the confirmation of the change you made.

Please feel free to contact me if you have any question.

Sincerely,

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]

I don’t need you to investigate our ticket situation. It was resolved at the airport at flight time. What I would like Avianca to do is to get their act together. Any other airline I do business with, they are more than happy to take my money and do the changes I request. In your case, I was given the run around for three days, countless phone calls and lots of time. Makes me wish I never have to use your airline. I still do, because our relatives in Colombia whom we fly on our own dime, are still sentimentalists and believe that Avianca is a Colombian company.

I did not request refunds or anything like it. I just want your public apology for making me waste so much time in such a mundane task as a change of flight schedule is. I’m not asking it to be free of charge. Just do it like any other responsible airline would have it done.

Regards,

[redacted].

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

Sincerely,

Review: I was trying to purchase tickets from my daughter , my wife and I. I tried several times to complete the transaction, but an error (error 4606) reiteratively prevented me to continue with my purchase. I called costumer service and after more than 30 minutes on the phone, they argued that my computer (a mac computer) was not supported by the website. Thus, I tried to follow the procedure on another computer (a windows computer) the error continued to appear. However, when I tried to book the flight without adding my daughter,a one year old infant, the website did allowed me to continue my booking. I called them again, to find an explanation or a curse of action in order to solve the problem. After 45 minutes of discussion, The costumer service representative tried to cut the phone call pretending she was not able to listen to me; but when I stated that I was recording the conversation, miraculously she was able to hear me again. After more than an hour, they were unable to solve the problem.

The next day I posted my complain on their website, they told me that they were going to inquiry about my problem and that they will give me an answer. Their answer was unbeilable, they said that the problem was that I was trying to book the flight from a mobile website. When I told them that that was not true and asked my friends to write them asking for questions. They block me and erased all the comments posted by my friends and I.

I have not received a good answer yet, They have not validated the tickets I bought for my wife and I, (after a friend told us what procedure to follow) and my daughter has not been added to the itinerary. This company has uncountable number of complaints, I even found a group in social media where there is an array of complaints about them, but sadly nothing seems to happen.Desired Settlement: I need them to apologize in public for the unacceptable treatment I received. I also want them to find my calls and penalize the representative that tried to cut the conversation, explain to me and the public what is error 4606, and finally, I want them to complete my booking as soon as possible.

Review: On March **/[redacted] I purchase online 2 round trip airlines tickets for the Price of $687 each for myself ([redacted]) and my husband ([redacted])departing from New York [redacted] to Cali Colombia and returning on [redacted] Once I Booked both tickets I proceed to paying them with my [redacted].Unfortunately I found out a few days later that my husband name on the ticket was [redacted] i/o [redacted] therfore I proceed to contact [redacted] to assist me to correct his last name and when they contact Avianca Airlines for the Authorization Avianca declined such request. I had contact my self Avianca by phone and by e-mail to please assist me otherwise my husband will not be able to use the ticket however in all my attempts AVIANCA DENIED MY REQUEST. I told them that I am not cancelling the tickets that I just need my husbands last name to be corrected. I send request to their solution center and other department still got a rejection on my request and according to them there is nothing they could do. I have also provided them my husband Passport and also I provide them my credit card information but they didn't give any solution. Since I know this is a long process I went and I purchase another ticket for my husband trying to void that prices might increase which I emphasize to Aviana and to show them it's not a trick and since I already purchase another ticket they should refund the money back to my credit card. I truly believe Avianca should do an exemption to refund my money since the name on that ticket doesn't exist and my money should not go to a trash can.Desired Settlement: I request refund since they refused to correct my husband name and another ticket had to be purchase.I have also notified the credit card department on this situation as I truly believe Avianca should cancel this ticket and refund the money back to the credit card since I am notifying them with months in advance of the trip.-

Business

Response:

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]

Review: I purchased four airline tickets from Avianca Airlines. I paid a total of $2,068. I was unable to fly back on the original date. I tried callingand changing and I knew I would be charged a change fee of $175 per ticket. In April 2015 they wanted to charge me $3,700 to change the four flights. I was in complete shock with this amount. I ended up buying a ticket from American Airlines.

A few months later after my return I tried to change the flight again. This time I was purchasing four new tickets and changing the original four. They were charging me $2458. I could not understand where this amount came from. Based on the original tickets I had a credit of $1,050. The new flights were $2,068 plus the $700 in fees, my total should have been $1,718. I was told by "Guillermo" that they don't process changes in that manner. That there is no set dollar amount that you have as a credit when you change a flight. I explained that what he was telling me is not indicated in their policy or email that is sent when the flight is booked. On the Avianca website it only states that there will be a $175 change fee plus any changes in fare. He continued to say that that's the way they work and he had no way of changing that. My only options are to pay $2,458 to change my flights or pay $2,068 and buy completely new flights. It's absolutely ridiculous the way that they can steal from people in such a manner and no one can do anything about it. Unfortunately there are not too many airlines that fly to Nicaragua otherwise I would have never purchsed tickets from this airline. Hopefully that will change soon and we won't have to be subjected to these kind of problems.Desired Settlement: I would like a refund of $1,050 for the second half of my flights that I did not complete because the way they are doing thjngs I will always end up paying more for the change. Or they can credit that amount so I can purchase new flights.

Business

Response:

Dear All Receive kind greetings from Avianca. I have reviewed [redacted] complaint about the charges to get her return tickets changed. It is important to mention that for voluntary changes the standard procedure includes the charge of the penalty fee according to ticket regulations i.e. $175USD per ticket + a possible fare difference. This fare difference will depend on space availability on the next flight and original fare regulations that will built the new charges. The value associated to the un used portions on the original ticket are considered as a partial form of payment and only the difference is charged along with the penalty fee. In this case, the customer can request the refund of the un used portions via our website [redacted] and the case will be reviewed according to the purchased fare regulations. 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] 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]

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. As I have been explaining from the very beginning, the reason of the refund request is based entirely on personal issues. As a service orientated company we entered the refund request, to be analyzed based on ticket regulations, the refund authorization and/or the amount to be refunded does not depend on Customer Service Department but on the ticket and taxes regulations. In most of the cases when ticket has a non refundable regulation only related taxes are refunded. Refund has been approved and payment will be processed soon. Kind regards, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this the matter has been resolved not to my satisfaction but I don't want to go back and forth with this company any longer.

Sincerely,

Review: Four months ago, I bought miles from Avianca Lifemiles, which is Avianca's frequent flyer program. I bought those miles because I wanted to redeem those miles for a star alliance partner award air ticket. Then, I finished the redemption process of my air ticket award. My flight was from Hong Kong to New York via Munich. I received a electronic ticket from Avianca, which means that they have issues my ticket properly. However, after some time, I received a email from an Avianca agent, who told me that I had to buy extra miles in order to issue the tickets. I requested more information on that issue. They replied me after some day, but I did not see those mails because that I did not have internet access at my school. When I came back home and check my ticket, I was surprised to find Avianca had already cancelled my ticket. I went to check my email, and in the reply the agent explained the situation and stated that the ticket will be cancelled by them if I did not buy extra miles in three hours. My money and my miles were refunded, but the award space of that itinerary was not available after I was refunded. I tried to contact Avianca's call center and told them that (1) I did not receive any indication of lack of miles during the redemption process; (2) Avianca did not have the right to cancel my ticket without my consent and (3) I was not willing to pay for their mistake (in this case, the lack of indication) at my own cost (in this case, the cancellation of my ticket). They agents did not gave me any satisfactory response.Desired Settlement: I hereby request that (1) a apology letter to be sent to my home address or my email (2) full refund of all the miles I have bought and transferred to other account into my credit card.

Business

Response:

Good afternoon, [redacted]:

I’m writing you in regard to the complaint you submitted us through the Revdex.com in relation to the Lifemiles refund you requested us.

I’m still receiving reports from the areas involved in your enquiry. I apologize for not having given you a definitive answer sooner, but I need the correct and complete information in order to do that.

I will contact you next week through this same email and inform you the results of the investigation and the actions that will be or have been taken by Avianca.

I sincerely regret the inconveniences this whole process has caused you.

Please, feel free to contact me through this email.

Cordially,

Business

Response:

Good morning [redacted]:

I hope you are well. In regard to the complaint you submitted Avianca through the Revdex.com in relation with the tickets [redacted] and [redacted], I inform you that both the miles reversion and the refund of the miles you bought for purchasing the tickets were effective.

The reversion of the purchase of the miles was effective in April [redacted]: on that day and on March the [redacted] of 2014, the money was deposited in your credit card.

Here you can see the supports of the refund of your miles purchase:

[NOTE: FOR CONFIDENTIALITY REASONS, AND BECAUSE THE Revdex.com WEBSITE DISPLAYS INFORMATION TO THE PUBLIC, THE AFOREMENTIONED SUPPORTS WERE ONLY SENT TO THE COMPLAINANT’S PRIVATE EMAIL]

The amount that was refunded to your credit card was a total of US$ 1.737,3.

Please, contact your bank if the payment didn’t appear on your bank extract.

Kind regards,

Review: I bought a ticket day October **, 2014 but as I did not use the passage I have a right to a portion of my money back.

I paid 431.00 dollars and as the fine is 200.00 dollars I just want the rest of the money back.Desired Settlement: As the fine is $ 200.00 I am requesting reimbursement in the amount of $ 231.00 which is the remainder.

Business

Response:

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]

Review: I bought a ticket from the US to Brazil for the day October **, 2014 but not used this passage. I am entitled to reimbursement of this passage. I contacted the company but so far have not solved my problem.

Business

Response:

Dear All Receive kind greetings from Avianca. I have checked the refund request for the ticket [redacted] which have been processed with control number [redacted]; according to our records; the payment was processed since December [redacted], 2014. 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 tickets. In this case, the payment is already made on the amount of $24.50USD as the residual value of all the considerations. We appreciate your considerations. 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:

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,

Business

Response:

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]

Review: On [redacted], 2013 an Avianca representative by the name of [redacted] contacted me and said that my November [redacted]flight (only 2 days away!) from JFK to SJO has changed from a direct flight to a flight with a transfer which would then have a different schedule. Because of this schedule change, Avianca would provide a *full* refund for the ticket.

He then held a conference call between myself, him, and another Avianca representative by the name of Andrea. [redacted] said that Andrea would process the refund. However, as [redacted] told me, Andrea's computer system was not working ... so [redacted] then offered to walk me through the claim via Avianca's web site. I followed the steps and [redacted] said that it was processed successfully.

However, the next day on November [redacted], even though [redacted] said the form was submitted properly, I received an email from Avianca saying that Online Check-In was available. I thought this was strange considering that [redacted] processed my refund the previous day. I thought: It made no sense for me to receive such an email once [redacted] had the ticket cancelled and the refund request processed.

So I called Avianca asking why I was getting an Online Check-In email when the cancellation and refund request from [redacted] was already placed. The representative I spoke to this time was [redacted] stated that whatever [redacted] had done the day previous was, contrary to what [redacted] said, not successfully submitted. Wilmer took my information and - this time! - produced claim number #[redacted].

I am writing to ensure that the promised full refund that Avianca called me about (I did not seek such a refund, rather [redacted] and Avianca called and offered it) does, in fact, get properly process and in the full amount. I do not expect to see any fees taken out ... [redacted] promised me that I would get the full amount returned to my credit card.

Please ensure that this promise is fulfilled as Avianca and [redacted] stated. I will be a very unhappy customer if Avianca does not deliver on the terms that were promised. The reference number for the refund is [redacted]

Their original email said that it would be processed in 8 - 12 business days. I called after 12 days but now they said it requires 20 business days. I am very upset.

Thank you for your assistance in this matter.Desired Settlement: [redacted], the original representative I spoke to, said that I would get a refund of approx $493. It has been over a month now ... I am out of patience and I believe their business practices are shady and I am out hundreds of dollars.

Consumer

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.

I checked my credit card account just now and I see that they refunded the amount of $577.07.

Thank you for your help. A happy and healthy new year to you.

Sincerely,

Review: I bought a ticket from Miami to El Salvador with [redacted]. Unfortunately I had to get a connecting flight from Guatemala to El Salvador with Avianca. While landing in El Salvador my sunglasses fell to the isle and did not want to get up because we were landing and I had my seat belt and figured I can get them later. I was feeling a little distracted and saw a passenger give s[redacted] to the flight attendant but was not sure what it was since it was a night flight. I thought maybe its my glasses... I asked the passenger if he picked up glasses and he said: "[redacted]". Perfect I said I will ask for them once people disembark because the flight attendant was all the way to the front. Passengers left and I asked the flight attendant about my glasses, she said "I gave them to the owner" I asked what do you mean? I am the owner, the passenger next to me gave them to you about 5 minutes ago. She got upset and said "[redacted]" and rolled her eyes. I got annoyed due to her attitude and her story not making sense. She turned around, placed her cap on and was about to grab her bag and leave. I told her can you help me find them, what passenger has them. She rolled her eyes once more and took a breather. "[redacted]". I asked for her name and gave me a name "Jennifer S[redacted]" and then I asked for her badge it was completely different! Her real name is Stephanie A[redacted]. I was now upset and asked her what was the reason to lie with her name like that, its absurd! She said: " [redacted]". I left the plane and went to an Avianca customer service rep where they told me that Stephanie A[redacted] had broke protocol and she had to have kept the glasses and turned them in to lost and found which she didn't.

I have placed a complain with Avianca, Claim # [redacted]. They responded after 3 weeks of incident claiming that they spoke with the flight attendant and she confirms her story. Hello??? she confirmed that she lied!? it doesn't make sense!Desired Settlement: I would like a refund for my $400 pair of Prada Sunglasses! I don't want any travel certificates with such an airline, I want a voucher or a check so I can get my sunglasses back

Business

Response:

Dear All Receive kind greetings from Avianca. I have contacted [redacted] via emaila to ask him for a copy of the purchase receipt of his sunglasses to have a better review of the case. Kind regards, [redacted]

Review: We flew on Avianca flight *40 on April *, 2014 which landed in LAX. My daughter left her camera on the airplane. I contacted Avianca at LAX and they had found the camera and agreed that if we would set up a federal express account so that they could ship it to us at our cost, they would ship it to us in Salt Lake City. I established an account, I called them and gave them the information. The camera was never shipped to us. I have since contacted them on multiple occasions and am always told that someone from baggage will call me back. No one ever calls me back. We are still missing the camera 3 months laterDesired Settlement: I would like to have the camera shipped to my home address.

Business

Response:

Dear All.

Receive kind greetings from Avianca.

We have received [redacted] complaint via Revdex.com about the problems with the delivery of a camera that was forgotten by his daughter at the plane, once they arrived to Los Angeles Airport on April.

We requested a report from our staff a L.A. airport and they confirm that the camera is on their facilities. They also confirm that have been calling you and sending emails to [redacted], but no reply was received; they even called you today and a voice message was left. I have requested them to cantact [redacted] using the contact information he gave to you.

We will be glad to finally deliver the camera to them. To coordinate the shipment, please send the requested information to my email account [redacted]

We appreciate your comprehension.

Kind regards,

Review: I have included the flight details to confirm the validity of this complaint.

Traveler:

Email: [redacted] Booking #: [redacted] Booked on: Tue, Jan **, 2014

Trip Summary

Flight Summary

From:

San Jose [redacted], CR (SJO)

To:

Washington Dulles, DC, US (IAD) Depart:

Tue, Feb **, 2014

06:27 am - 01:50 pm (1 Stop)

Return:

Tue, Mar **, 2014

05:00 pm - 10:05 pm (1 Stop) Airline Confirmation:

[redacted] : [redacted] : [redacted] Avianca : [redacted] Select Seats

Traveler Name Ticket Number Meal Preference Special Request

[redacted] (Adult) [redacted] E-Ticket Any meal

I, [redacted], US Citizen, [redacted] employee take fraud very seriously. I requested my aunt to visit me on a tourist visa. She arrived on Tue, Feb **, 2014 with no problems. On the day of her departure was when issues occurred with Avianca Airlines. I checked her in and an Avianca employee told my aunt and I her carry on was too heavy and the big was too big. I reviewed the said bag and it was odd shape but not too big and the big only had two stuffed animals in the bag. I cannot imagine two stuffed animals being too heavy for the carry on weight limit. I stated fine how much is the fee? She proceeded to tell me it was $30 just for this bag and to wait until she had weighed all the other items my aunt had brought as to give me a final total. She proceeded to weight all the items and stated everything was fine and I just had to pay the $30 fee. I paid the fee with a credit card and I gave the receipt to my aunt just in case they would try to charge her again. My aunt than proceeded to go through the security check point. At this time I was not with my aunt, [redacted]. My aunt than called me when she arrived and stated " they charged me again for my carry on but this time it was $150 and they only took cash and gave me no receipt." I asked her what happened, and she stated " the same Avianca person who charged me $30 than proceeded to stop her and tell her she could not board her flight as her carry on was big and she didn't pay for it. My aunt showed them the receipt and said "my niece already paid it here's the receipt". He knocked the receipt out of her hand, and told her she could not get past and board her flight until she gave him $150 in CASH. My aunt was than nervous and tried to walk around the Avianca employee and which he proceeded to grab her arm tightly and cause a scene amongst other passengers. My aunt stated she had no cash and proceeded to give him a credit card, he stated NO! CASH ONLY! My aunt than started to cry and scream for a female Avianca personnel to assist but no one came. A fellow passenger came to her rescue and stated that is not right and not to harm her. My aunt gave him $150 cash probably more as she gave him wads of cash and he just kept taking it. He than let her go through. Once on the plane my aunt spoke to the fellow passenger who assisted her and come to find out she was previously employed by Avianca, but chose to leave as for their unethical practices such as this. My aunt than received signatures from all fellow passengers who witnessed the attack and her giving money to this Avianca employee.Desired Settlement: I just really want this investigated. As a person who frequently flies for business and pleasure. It terrifies me that these employees just feel the need to take advantage of their customers! As, clearly this is not the first time this has occurred and not the last.

Business

Response:

Dear All.

Receive a kind greeting from Avianca.

This letter is to inform you that we have received [redacted]'s complaint, and that we are now in a process of an investigation, to offer a better explanation of the incident.

As soon as I complete the reports, I will contact you back.

We appreciate your comprehension.

Kind regards,

Business

Response:

Dear [redacted]

According with our records the agents explained [redacted] from check in point about the weight and dimensions, she exceed the baggage free allowance permitted, If you exceed the weight or dimensions you have to pay an extra charges.

Is for that reason that she had to paid $30.00USD in check in point for the excess weight. At the gate, [redacted] was with 2 hand luggage and bag, the free allowance permitted is one carryon and the bag for women. The amount of $150.00USD was paid because the passenger was to the gate with 2 hand luggage.

We are sorry for the perception you have about our customer service and manner that [redacted] received the instructions about the baggage.

Sincerely

Review: My friend and I experienced an absolutely ridiculous, humiliating, upsetting, and beyond frustrating nightmare with Avianca Airlines. On July **, 2014, we arrived at JFK airport 1:45am, two hours prior to our 3:50am flight for Costa Rica. We stood in the extremely long line for check-in. At around 2:30am, we started getting worried because we were in line so long. We asked [redacted] if we could be checked-in for our 3:50am flight. He proceeded to tell us that we were okay and that we would not be late. So, we continued waiting in line. We were still very worried because the line was not moving much so about 10 minutes later, we asked a different agent (by check-in – we didn’t get her name), and she also told us that we were not late and to continue waiting in line. At this point, it was about 2:40am.

Finally, when we arrived to the counter (at about 2:50am), we were told that we were “closed” (I think she meant to say we couldn’t check-in) even though we still had an hour left before departure. We were told to go to the Avianca information counter where again, there was a 10-minute wait on line. We spoke to [redacted] and [redacted] about this issue. [redacted] was extremely impolite and ill mannered. She used tones of mockery and repeatedly said we were late, which was absolutely unnecessary and untrue. I didn't understand why someone couldn't just check us in when we asked two times if we were going to be late.

[redacted] and [redacted] did not care to acknowledge the fact that we were in line and waiting to check-in two hours prior to the flight. We were demanded to pay $668 each person as a penalty and to board the next available flight at 4:55am. That was the amount we already paid when we booked our initial flight so we got charged double. [redacted]’s exact words were “charge them everything.” With no choice, we each paid $668 each, totaling $1,336. By the time everything was settled and we were booked in the 4:55am flight, it was about 4:00am. With less than one hour left before departure, we were still able to get on this flight. Therefore, it made no sense that we were not able to board the original flight that we initially paid for. If we could check-in this flight with less than hour, why couldn’t we check-in the original 3:50am flight when we had an hour to spare? As a matter of fact, the agents were rushing us and telling us very loudly to hurry up to make this flight, with less than an hour to spare. How could they let us fly now if the same rules applied from our initial flight? We felt played around with and were humiliated by this experience. In my opinion, with the very long line, I think the airline overbooked, gave our seats away, and bumped us out.

We believe that the extra charge of $668 per person should be reimbursed. To have experienced this was horrifying and then to have been charged for it was really just too much. This is not how any business should be run.

After explaining this situation by writing a letter, leaving messages on their website, and multiple phone calls asking for a return call, I did not receive any return phone calls. Finally, I received an email about 3 weeks after the first letter was sent out and the email was unapologetic and simply stated that Avianca could not help us. As a business owner, if my customer is so unhappy that [redacted] has to write and call me about it, I do not ignore those issues. I always make sure that my customers are happy. The customer service at Avianca was subpar and I am still requesting the refund of the extra charge of $668 per person.Desired Settlement: Refund of $668 per person (two passengers)

Business

Response:

Dear All

Receive kind greetings from Avianca.

We have received [redacted] about the inconveniences experienced on her flight from New York to San Jose, Costa Rica on July [redacted] 2014.

We have check our station reports, on which we have been informed that the customers bounce into the ticket counter while another customer was being assisted, and demanded to the agent to be checked for their flight since they were already late. The agent informed that for that flight they were already late, and had to wait for their turn to be assisted and scheduled to another flight.

Once on the counter, they were explained about the penalty fee and fare difference that had to be applied to change their flight; since their original flight was already closed for check in; also were told that all passengers flying on international flights must be at the airport at least 3 hours before. Customers told our agent that they were on time and were not assisted, so the agent verified the information with another agent who confirmed that they arrived late for check in. Also the agents explain that the customers were agitated and with alcoholic breath.

The Contract of Carriage clearly explains on Chapter IX 9.1.1.2 that a passenger checking for an international flight must be at the airport 3 hours before the flight to comply with security control, migration and other services. If the Passenger does not meet his/her obligation to arrive at the time set forth herein, he/she will lose the right to be boarded and his/her reservations will be canceled. According to this, new charges were calculated and charged to the passengers to be able to re schedule them on the next available flight, making every effort for them to fly on the next flight.

We feel sorry in case the customers interpreted our actions as arbitrary decisions; however, we were observing the contract of carriage regulations and also recommended the customers to keep a good behavior, otherwise their acceptance on the flight could be compromised due to security reasons. We are unable to authorize the refund of the charges since were applied correctly.

We appreciate your comprehension.

Kind regards,

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]

Your information is merely based on the agent's response. My friend and I were NOT late. As I stated, we were on time and waited over an hour on line. We asked three times if we were going to be late waiting on the line and the agents said we wouldn't. Just think about it in our perspective. We wait over an hour on line to simply check in, then when we asked if we would be late or not the agents all assured us we were okay, then when we check in they close the flight and make us pay $700 extra each person for waiting over an hour in line. We took the next flight, which was also closed but somehow we were able to fly on that flight after making our payments.

Furthermore, it is absolutely outrageous for you to claim that I had alcoholic breath because we were not drinking alcohol. It appears to me that the agent is becoming defensive and making all sorts of excuses to cover up their mistakes. This is extremely bad business making claims that are untrue. As you can see on your Revdex.com site, your company has a lot of negative reviews and complaints. Perhaps you should think about the customer's point of view and try resolving the problem instead of covering up the mistakes your employees make.

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

Sincerely,

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]

I still do not feel you have resolved my problem. You did nothing to ask about the customer's experience. You keep speaking in your agent's point of view. This is bad business.

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

Sincerely,

Business

Response:

Dear [redacted].

We apologize in case you disagree with our resolution. However, we have explained you all the safety and security measures taken with the blankets on board.

In this case, I am unable to offer a different resolution to your complaint.

We appreciate your comprehension.

Kind regards,

Review: I had a flight booked for earlier in the year, which was canceled on Avianca's end due to issues with the airplane. At that point I was given a credit to be used for a future flight. When I went to use that credit I was told that I would have to pay a fee, even though the flight was canceled on their end. I opened a case but was denied- the reason was not entirely clear as the person clearly did not speak english well. I decided to continue with my booking (less the fee) but was unable to do so online. When I called to book the flight over the phone I was transfered to at least 6 people, none of whom were able to access my credit (even when I provided them my original flight information).

After multiple attempts (and multiple "disconnections") they told me I was unable to use the online prices over the phone. They insisted they had to charge me $285 more per ticket than the online price showed as well as the $25 dollar processing fee for a phone order. They saw nothing wrong with the fact I was forced to make a reservation via the phone yet couldn't get the online price. All of this stemming from an issue on their end to begin with.

The entire process was absolutely the worst customer service experience I have ever had with any company.Desired Settlement: I believe a refund is in order. They were not forthcoming as to how I could even use my credit. Mysteriously no one could find my credit unless I hounded them for hours. Each person I spoke to magically had no knowledge of what I had just discussed with the person prior. I feel this is an intentional tactic to confuse and frustrate people so that they aren't able to use the credits they righfully deserve.

Consumer

Response:

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

Business

Response:

Dear All Receive kind greetings from Avianca. I have reviewed [redacted] complaint and also checked her original complaint with Avianca. I apologize in case the information sent on the original resolution was misunderstood. Checking her reservation I confirmed the cancellation that affected her flights from San Francisco To Belize on May [redacted] 2015. I have also confirmed that since the only contact information available on her reservation was the data from the travel agency, they were contacted to inform the flight irregularity and to confirm the re schedule plan for the Delta flights on May [redacted]; spaces were confirmed and everything was ready until we received a phone call from your travel agency who identified as Santiago requesting to cancel the rescheduled flights. In this case, sin as per your request of cancellation by the travel agency, information was given that the unused portions of your ticket will open to be used again within its validity which is of one year since issue date (May [redacted] 2015). In this case, since you did not travel or accepted the new flight plan all changes have to processed as voluntary changes subject to penalty fee + possible fare difference depending on your ticket regulation. We appreciate your comprehension. Kind regards, [redacted]

Review: * Aug. 2015: Avianca informed me in Cartagena that my bags had been left in Bogata and that I should file claim with Avianca at JFK. Approached Avianca representative at JKF who gave me a number to call. Called the number that evening and got recorded message to leave number and that they would call back. They did not. * Aug. Called the number (###-###-####) again. And again--No call back.

* Aug. Called the number again, left message and my number again--No call back.

7 Aug. E-mailed "E-solutions" of Avianca to complain. E-solutions gave me another e-mail address to write.

I sent e-mail to [redacted]. Still no reply.Desired Settlement: Deliver baggage or make restitution.

Business

Response:

Dear

All

Receive kind greetings from Avianca.

I want to inform that on [redacted],k case, I have contacted him directly to

request the necessary documents and information to review the case and offer a

resolution.

With the documents he sent, we were able to track the case, and found out that

on his original itinerary the luggage had to be transferred by him to the

connecting flight with Jet Blue; however, since it was not done, the luggage

was left over at the Cartagena Airport. Up to this point it is important to

mention, that once the luggage was delayed the claim had to be reported

directly to JetBlue since they were the last transporter on the itinerary.

Days later, the luggage was found by our staff, untagged, however as they found

and ID on it, and acting in a proactive way, the suitcase was send to JFK

Airport. Mr. Shockey was adviced of it and according to our records the luggage

was picked up on August 26th by him at the airport; information that I am also

confirming to him directly.

We appreciate your understanding.

Kind regards,

Review: On April **, 2015 I attempted to travel with my wife out of Pereira, Colombia to Bogota with a final destination of Washington DC (IAD). We arrived at the Pereira airport at 0545 expecting to board Avianca flight [redacted] that departed at 0620. We were met by an Avianca ticket agent stating that the flight was already closed. We argued that the aircraft was still on the ground, how could the flight be closed with more than 30 minutes for scheduled departure. All we were told, by this ticket agent and the “supervisor” (Mauricio M[redacted]) in charge of Avianca, was that the flight was closed. We then asked to be placed on the next available flight and were sent to the “cashiers” counter (Lina D[redacted]). Ms. D[redacted] informed my wife that the next flight was at 0730 and that it will cost us an additional $200.00, per person, as a fine. Any other airline would have placed on the next outbound flight so we could catch the flight from Bogota to the U.S.A.Desired Settlement: That AVIANCA realize they abused us and have been abusing us and all other patrons that do not agree with their practices/policies that are not written but practiced on any customer that AVIANCA deems that needs an "adjustment".

That AVIANCA stop their abusive/bullying practices.

Restitution for the $200.00 per person that we had to pay.

Business

Response:

Dear All. Receive kind greetings from Avianca. About [redacted] complaint; it is important to mention that we have given a detailed follow up of his original complaint; in which we have already explained that in his case; the applied charges on their tickets were correct; since they arrived late at the ticket counter. As explained to him and as stated on the ticket terms and conditions, passengers must arrive at the check in counter at least 3 hours before international flights; to have sufficient time for check in; customs and security check points. In their case, they arrived when the flight was already closed for check in; since the system closes automatically one hour before scheduled departure of the flight. In his case, even video surveillance shows the time they arrived at the counter. If a passenger arrives late for check in; expenses to change flight and/or date must be covered by themselves; since there is no responsibility from the airline. We appreciate your comprehension.

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:

While the anonymous AVIANCA representative that wrote the reply on this complaint states that it is important to mention that they have given me a “detailed follow up”, it is more important to clarify that I have asked for written evidence that claims that the flights will close “1 hour” prior to scheduled departure. The supervisor at the Pereira airport claimed it is “45 minutes” prior to the departure time. I again avow that when I asked the supervisor at the Pereira airport to call his supervisor and to show me the policy that states the latest time for check in, Mr. Mauricio M[redacted] did not have a supervisor nor did he have the clause that states the minimum time a passenger has to check in, the maximum being the 3 hours prior to departure time. If the flight was overbooked then say it was overbooked, do not give us the story that the doors are going to close early for your convenience.We experienced a delay in arriving to the airport because of a Police roadblock, but that was not AVIANCAs problem nor were we a priority to them in trying to help us get to our destination, they knew we were travelling internationally. Any other airline would have gladly placed us on the next flight without issue, but to AVIANCA the price to let us travel on the next flight went from $200.00 per person to over $1000.00 per person in less than 20 minutes. The next flight to Bogota was at 7:30 am, if we had been on that flight we could have made the connection to the U.S.A. and not have missed work days that we were scheduled for. Again, AVIANCA holds the Colombian monopoly on air travel, so they believe they can do and up until now have been doing what they want with the folks that have to purchase their seats. This is plain ABUSE.

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

Business

Response:

Dear All Receive kind greetings from Avianca. We have followed up instructions on this case; however I cannot find [redacted] review. I have tried calling the mediator as well, but there was no answer; it is my understanding that the case is closed. However we would like to inform that we keep the same position; since the customer arrived late for check in. Kind regards, Marielos L[redacted]Gestor de Servicio[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:

The business, AVIANCA, keeps sending these off the wall messages. Example is the latest one, where Marielos L[redacted] claims that I have not responded. I have responded on time to all the responses from AVIANCA. The business still claims that I was late. I have asked the business directly and through the Revdex.com to provide literature as to the fact that I was late. All the business provides is a time that I should arrive early, the three hours but nothing saying that if I arrive an hour OR 45 minutes prior to the flight departure that it makes a customer late? That is my take on all this. WHERE IS IT WRITTEN THAT STATES THAT YOU WILL LCLOSE THE DOORS TO A CUSTOMER BECAUSE THE CUSTOMER ARRIVED 30 MINUTES PRIOR TO THE FLIGHT DEPARTURE. The business wants to conduct operations in the U.S.A. and elsewhere but adopting rituals based on their convenience at the time. Nothing that is concrete and firm, just make the rules as they go along.

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

Sincerely,

Review: As is most airline policies when a sudden change in flight occurs the airline gives you a voucher for the inconvenience. This had occurred to my mother, father and grandmother. They were each given a voucher of $200. These vouchers indicate 4 restrictions, 1) This voucher is not limited to payments of code share flights not for interline tickets, Airport rates or Avianca store products 2)This EMD voucher is non-refundable in cash and cannot be reissued or its validity cannot be extended by any means. 3)[redacted] of this EMD is totally responsible for its security and use, so Avianca Taca won't be responsible for loss, misuse or fraud in its use 4) This compensation is endorsable to other person. At the moment of redemption in Sales Point, you must submit a request, duly signed attaching a copy of your identification document and fingerprint.

With these restrictions my parents tried countless times to redeem the vouchers however, every time the Sales Point and call center individuals had another restriction. My parents with limited time and frustration gave me the vouchers. Having their a copy of their id, signature on two documents, fingerprint and the voucher was not enough to redeem them, at the last moment it was determined that my parents and grandmother had to be present. As you can determine by the restrictions the presence of the individual is not necessary. The constant change in requirements is very concerning and misleading, making it difficult for the consumer to actually redeem his/her compensation.Desired Settlement: The business has the responsibility to redeem the voucher within the confines of the restrictions stated on voucher. Avianca has an obligation to be transparent with the consumer and not change the restrictions depending on if you are calling or if you are at the center.

Business

Response:

Dear All.

Receive a kind greeting from Avianca.

I have reviewed [redacted] case, and found that the information he is quoting as applicable restrictions to use a compensation travel voucher are correct. The actual restrictions to use the vouchers include the possibility to transfer the voucher to a third party presenting the detailed documents.

As far as we can see, there has been a misunderstanding from our staff at the [redacted] ticket office; since there is no problem to use the voucher as requested by the customer. I am sending an instruction to our agents at the office to assist [redacted] with the purchase of the ticket using the vouchers; they will only have to check that the vouchers are still valid, since the validity is of one year since issue date; and proceed with the purchase receiving the authorization documents from the original owners.

I hope this information will help. If you have any questions feel free to contact me.

Kind regards,