Best Vacuums, Inc.

Dear All Receive kind greetings from AviancaI have reviewed *** *** complaint about the charges to get her return tickets changedIt 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 differenceThis fare difference will depend on space availability on the next flight and original fare regulations that will built the new chargesThe 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 feeIn this case, the customer can request the refund of the un used portions via our website *** and the case will be reviewed according to the purchased fare regulationsWe appreciate your comprehensionkind regards, *** ***

Dear Revdex.com, we have received the complaint of *** *** *** in relation to the inconveniences with a ticket purchaseWe have checked our files and found that a purchase tried to be made through our webpage, although it was declined by the bank (please see attached for your
reference. Therefore we would appreciate whether you can send the balance of your bank which includes additional details of the transaction that you say was chargedIn order to work on your case as soon as possible, I would appreciate that you provide the information to the email ***.I look for your prompt reply. regards, Camelia Plata Alarcon

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business, AVIANCA, keeps sending these off the wall messagesExample is the latest one, where Marielos L*** claims that I have not respondedI have responded on time to all the responses from AVIANCAThe 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 lateAll the business provides is a time that I should arrive early, the three hours but nothing saying that if I arrive an hour OR minutes prior to the flight departure that it makes a customer late? That is my take on all thisWHERE IS IT WRITTEN THAT STATES THAT YOU WILL LCLOSE THE DOORS TO A CUSTOMER BECAUSE THE CUSTOMER ARRIVED MINUTES PRIOR TO THE FLIGHT DEPARTUREThe business wants to conduct operations in the U.S.Aand elsewhere but adopting rituals based on their convenience at the timeNothing 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,
*** ***

Dear All Receive kind greetings from AviancaI have contacted *** *** via emaila to ask him for a copy of the purchase receipt of his sunglasses to have a better review of the caseKind regards, *** ***

Dear All Receive kind greetings from Avianca. I have been able to review the original complaint and found that the analyst have encountered problems to receive the documents requested to review the caseThe customer shoul contact the analyst to send the requested files; altough, I
consider that it is important to mention that according to the luggage liability contained in the contract of carriage valuable items such jewerly must always travel under the passengers supervision in the hand luggage and compensation for loss cannot be offered. *** We appreciate your comprehension. Kind rergards, Marielos L***

Dear AllReceive kind greetings from AviancaAbout *** *** 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 counterAs explained to him and as stated on the ticket terms and conditions, passengers must arrive at the check in counter at least hours before international flights; to have sufficient time for check in; customs and security check pointsIn 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 flightIn his case, even video surveillance shows the time they arrived at the counterIf 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 airlineWe appreciate your comprehension

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Avianca's representative is stating the facts incorrectly.Avianca first promised to take care of repairs in Buenos Aires, and when there I was asked to take the bag to a repair facility myself and spend money in taxis and time.The repair facility, a company that deals with airline claims, did not have the parts and had a 2-month backlog.I offered Avianca to part fund a purchase for a new bag, and they were told I had to leave for Europe soon.I received no answer and now Avianca seems to blame me for the current situation when it is clear they did not act on their promises, and their promises were to take care of repairs in Buenos Aires.I am afraid the offer now made by Avianca to settle this claim is too little, too late.A voucher of USD $for traveling I will not undertake, and also which surely has an expiration date, amounts to no compensation at all.I will settle for a USD $cash refund, then I can purchase the bag Avianca broke while in their care.I hope Avianca realizes that this is a great outcomeMany thanks and regards*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I think is not fear that a company like avianca wont be responsible for my lost just because
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
While I have not yet received a response in writing made by the business in reference to complaint ID ***, the passenger was able to get resolution in person with another employee of the company.This resolution is satisfactory to me and the matter has been
resolved
Sincerely,
*** ***

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

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

Hello, Please inform the customer that we were awaiting for her reply to proceedAs an special consideration we will honor the vouchers as the original mentioned ammount of $188USD per passengerWe will be sending them as soon as we receive themWe appreciate your comprehensionKind
regards, *** ***

Dear
All
Receive kind greetings from
Avianca
I want to inform that on *** ***,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 AirportUp 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
AirportMrShockey 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,
*** ***

Dear All . Receive kind greetings from Avianca. We have reviewd ** ***'s complaint and to offer a better investigation we need to have more information; please let him know that he can send the following information and documents to the my email
*** using as subject case number ***The information I need is: - reservation code -ticket number- copy of the medical certificateI will be waiting for his reply. Kind regards,
*** ***

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:
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]

Hello, This case has been already received and it is being investigated. We will contact the consumer as soon as possible.  Kind regards, Marielos L[redacted]

Dear All, Receive kind greetings from Avianca. I want to inform that I have contected [redacted] directly to offer a miles courtesy as due to the circumstances affecting de flight were out our control we cannot offer cash compensations. We appreciate your comprehension. Kind regards, ...

Marielos L[redacted]

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]

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]

Dear All In this case we have been able to review the refund process for the ticket [redacted] and I have been able to confirm that a $175USD discount was applied corresponding to the penalty fee for refund. In this case, I was able to review the case with our refund department...

confirming that due to a system discrepancy the ticket was considered as not originally issued at the United States so penalty was applied. in this particular case, we will refund the $175USD as a credit card deposit. The customer must send to my email address: [redacted] including on the email subject the case number [redacted], the following information: - international credit card number (no debit card)- card holder name - expiration date  I will be waiting for the email to process payment.  Kind reards,  Marielos L[redacted]