ComplaintsforAvianca Taca Airlines

• Initial Complaint

  27/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I bought Airline tickets to El Salvador that included my luggage ( carry-on and one checked bag for 50lbs) this was for my return flight from El Salvador to Canada ( Jan 13, 2023 return flight) I had printed my schedule as it was also showing on the airlines app and website with above details. However once at the airport Avianca refused to accept my luggage unless I was to pay the fees of $150 USD for the first checked bag and as I had another to charge $250 USD for the second one. I demanded to honor my ticket as was already included and showed proof at counter and also they saw on site while on their website but their system ( internal...I guess?) Was showing that I had to pay the fee, insisted to call a supervisor but they said no one was available and to file complaint online with Airline. I had paid the fees and got on plane. However, after calling and emailing the Airline nothing has happened. In fact I called 1 week ago and someone said due to an error on their end ( oversight) they didn't get to my escalated complaint about the fees and that it would be placed back on their complaints queues but after 1 month no one has ever reached out to, the only calls or emails are made on my end to resolve this issue. I have proof.

• Initial Complaint

  27/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a ticket to fly to Managua, Nicaragua on April 21st. Avianca keeps changing my flight (this is the third time they've changed it WITHOUT sending a change email). Originally it was rescheduled back to April 20th so we can arrive on April 20th at night, and now they've moved it again to arrive on April 21st. They are causing us to spend over 12 hours at the airport and the call centre agents refuse to give us at least a hotel voucher. *** *** ******** ************** ****** ******* i* ******** ** *** ** ******* ************ *** **** ***** I've called the call centre three times now, and have also sent in a complaint through their process but have yet to hear back. The bookings impacted are: ******, ******, ****** and ******. I am seeking reparations for the lost days at work, the hotel stay in El Salvador for all 4 travellers and the possibility of buying a business class ticket at the initially offered price of $80 USD, given that the choice not to buy the business class ticket was made when 3 of the travellers were flying right next to each other on the same row. We do not want to seat with people we do not know, as it's a 5 hour flight and we don't want to be squeezed next to strangers.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We cancelled a flight due to testing positive to covid back in 2021. Avianca airlines has a portal where you make a claim for the refund. You cannot call Avianca airlines for ticket refunds there is no in person. After submitting request I got an email. They asked for proof so we got tests ($600 still have the receipts) They asked a lot of information all through email. They then sent an email saying our refund had been approved they just required more banking information. International bank account number, account number where to deposit the refund, bank statements. I provided a throve of financial information. I got an email saying my file had been reviewed and the refund had been authorized. Then nothing happened. I reached out again and no one knew what I was talking about and they referred me back to the website ************************************************************************ I enter case number ************ and it tells me it's been paid but there is no way to contact anyone or make a follow-up. No to contact anyone. I am told to go to the website. Same proces 2-3 more times. I reached someone on ******* where we exchange personal information and eventually through the ******* employee revealing through a screenshot I see they are sending the money through the wrong account. I explain that all they need to do if fix the account info and they say it's an issue at my bank. So I got to the bank and speak with the manager and he provides me with all the information to give Avianca so there is no error. The bank confirms no deposit. They email me again, going again through the same process where they ask me an incredible amount of personal info. Bank account number, passport number, and the same thing happens I get an email that says it's been authorized and eventually an email that says it's been paid. I cannot speak with anyone and the ******* employee says we will contact you when we have more info. Now they have issued a voucher code. Please help!

• Initial Complaint

  21/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Avianca Airlines canceling our flights from *********** (Oct 25, 2022, 7 hours duration) and the return flights from *******(Oct 31, 2022, 5 hours duration). Our booking number is ******, with full payment of USD 1154.65, including the purchase of checked luggage for both trips. However, Avianca only offers us alternative flights that are over 10 hours for each trip, which is totally not acceptable. We decided to cancel the flights, Avianca agrees to refund the paid tickets but refused to refund the paid baggage portion. The total amount they refunded is USD 1084.64 (Refund number ***********) The customer service from Avianca stated that "Since Nov 15, 2021, no additional services like baggage may be reimbursed" and refused to refund our baggage fee. In addition, since we have already booked other non-refundable hotels, car rentals, etc., we have to book flights for the same date from another airline. This cost us more than USD300 to book new flights. As a result, we would like Avianca to refund our paid baggage fee and compensate us for our new flights. I have attached our booking confirmation, flight cancellation notice, conversation with the Avianca agent, and new flight booking here. Thank you very much.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a flight ticket for my mother-in-law to come from El Salvador to Canada in March 2020. Due to covid, she was unable to travel, on December 30, 2020, I was guaranteed a refund through the Avianca website. the refund ticket numbers *****-******. I received an email in February 2021 requesting my credit card information and the information about the ticket. i sent that email and received no response. I contacted the customer service number and was told to wait until i heard back from the dispute team. June 2021 i still had not heard back so i called the number again and they said there was an issue with my credit card, that the refund was "returned" and to contact my credit card company - they confirmed no refund was issued and that they would never return a refund. they assured me that I have not had any issues with refunds up to today's date. I continued to call Avianca and they advised me to again send my credit card number and flight information to the dispute team. (**************************@*******.com) again no response. i have called again last month and was told to wait AGAIN, they confirm the refund is approved but for over a year and a half i have not received any new information. the person i spoke to advised me to contact BBB for a resolution. I have asked if i could purchase a new ticket under my name or my husband and they declined. I have asked to purchase a new ticket for my mother-in-law (when her new visa is approved) but again was denied because the refund jas already been approved. my credit card company is unable to assist me as it is longer than their time frame for a dispute.

• Initial Complaint

  28/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We went on a trip to costa rica (4passengers) on Feb 11 ,2022 . Avianca charged us cad200.00 for 2 check-in -bags. Those were the only bags for 4 passengers. They broke one bag When we returned on february 24,2022 they charged us usdollars 55 each for the 2 bags. Totalling to usdollars 110 There is a discrepancy of charges for the same bags = cad200-usd110 Ticket confirmation no is ****** Also i am seeking damages for the broken bag. i called them 3 times and all 3 times they hung up on me. Also I wrote on their website and no acknowledgment of my complain. **** ****** *** ******** *** ****** ******* Tickets were purchased by my wife ****** ************. i was one of the passengers. Other 2 were my daughter and her boy friend

• Initial Complaint

  25/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have two issues: 1) Payment for Flight Change I am trying to make payment for flight change so that I can have the tickets confirmed. I called the Avianca contact centre at 10:48 AM est today and waited on the phone for over 1 hour to speak to agent. I explained that I would like to change our family's flight from San Cristobal to Guayaquil Ecuador to depart from Baltra Island instead. The agent searched for the fares and put me on hold for 20 minutes let me know that the cost difference would be approx $58 per person. I agreed to pay and needed my name, address, phone number, birthdates, passport information, spelling of all passengers. After I shared this, she proceeded to transfer me to the telephone queue where I was to insert my credit card information. After inputting my credit card, the system disconnected me. I lost over 1 and a half hours of my time on this call. No one called me back. I then called back at 12:29 pm and again had to wait over an hour to speak to an agent. An agent took my call and I then repeated all the information including my credit card informatoin. After providing all of this, she put me on hold and then disconnected me!! I called a THIRD time and waited for another hour to finally speak to an agent, named Jose who helped me. He processed my request and transferred me to the queue to insert my credit card information. I had to repeat everything that I had the first time, my name, address, phone number, birthdates, passport information, spelling of all passengers. I inputted my credit card into the system and Jose came back to the phone and asked me the hold while he processed my information. He put me on hold for another 35 minutes! When he came back on the call, he mumbled something, saying that I didnt press something, then hung up on me. I still dont have a confirmed ticket even though I paid for it. Does Avianca want to do business with their customers? I need someone from Avianca to help me asap.

• Initial Complaint

  25/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am travelling for 2 months to 6 destinations with a family of 12 people on Avianca across South America and we are spending over $20,000 with your company to fly only Avianca to Quito, San Cristobal, Guayaquil, Lima, Cuzco, Bogota and back home to Toronto. On Thurs, Jan 13 at approx. 10 am, I attempted to book tickets for my in-laws, ****** and ******* ****. Travel dates are May 13th leaving Toronto (YYZ) and going to Quito (UIO) and returning July 18th. I spent time during my work hours to complete the transaction, but it failed, and I received an error message stating that the order is processing and to wait 8 hrs before calling the call center to confirm the order. The booking code that I received is ******. The price at that time was for M "take more baggage" option was $248.51 to Quito and $257.20 to return to Toronto for a total of $505.71 CDN per person for a total of 1,011.42 for both travellers. I called your call centre at 12:33 pm and waited over an hour to speak to an agent to confirm if the payment went through and if they can help me. The agent told me that there is nothing that they can do, and that I needed to wait 8 hours to speak to their internet/online call centre by pressing option "4" the next day. The next day, on Jan 14, I called at 11:40 and waited 30 minutes to speak to the internet/web support service and the agent told me that there is nothing they can do, and that I have to start the process all over again. I tried to go back to Avianca.com to order the tickets all over again, and noticed that the prices kept going up - it was now $1,191.42 (please see picture) but after pressing to complete the payment transaction, I received another error message, stating that the order did not go through and that I needed to call the contact centre or try again. I tried to process online 14 times, made 15 calls waiting for hours. I made a compliant and agent emailed back options. I responded with my preference and still NO response from Avianca.

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