Avianca Reviews 1,801

The worst airline ever. Not organización at all. Cancellation at last minute, delayed and issues not stop. I would recommend you to find a better airline to travel.
The worst of everything is that they don’t want to take responsibility for their massive mistakes.

it was great the staff were really nice and helpful no delays I had an amazing experience I would take again with no hesitation

URGENT WARNING: Avianca's System Allows Anyone to Cancel Any Flight
1 Star - Major Security Vulnerability
I discovered a terrifying security flaw in Avianca's system that puts every passenger at risk. Here's what happened:
On May 20, 2025, I bought a ticket and tried to cancel it the same day (within 24 hours). I made a simple one-digit typo in my ticket number but entered ALL my correct information - name, address, phone, bank details.
Avianca's system ignored all my correct information and canceled a STRANGER'S flight instead.
Think about this: I entered the WRONG ticket number, but MY correct name and bank information. Their system processed the cancellation anyway and sent the refund to the other person, not me.
This means ANYONE can cancel ANY Avianca flight by just guessing ticket numbers.
You don't need:

The passenger's name
Their address or phone
Their credit card details
Their reservation code

Just guess ticket numbers and you can cancel flights.
Avianca's Response Was Shocking
When I explained this massive security hole, they were completely dismissive. They admitted in writing that I "canceled the flight itinerary and requested a refund for a ticket that is not registered under your name" but treated it like normal business.
They said "the payment was accurately processed to the appropriate ticket holder" - completely missing that their system let me cancel someone else's flight without any authorization.
No Way to Get Help

Called customer service: No human agents, just bots
Tried WhatsApp: Unhelpful automated responses
Requested escalation: Ignored completely

They've made it impossible to report serious security issues.
This Affects Every Traveler
Imagine arriving at the airport to find your flight was canceled by a random person who guessed your ticket number. Business trips ruined, family vacations destroyed, emergency travel disrupted.
Their System is Broken
Their refund system is "conducted automatically" with zero human oversight. It doesn't ask for reservation codes (the one thing that would prove ownership) but collects personal and financial data it then ignores.
They Refuse to Honor Their Own Policies
Despite submitting my cancellation within their 24-hour window, they're now refusing the refund because of THEIR system failure. They're penalizing customers for their own security flaws.
Bottom Line
Until Avianca fixes this massive security vulnerability, every passenger is at risk. Anyone with malicious intent could systematically cancel flights during busy travel periods with no consequences.
I'm filing complaints with aviation authorities because this isn't just bad customer service - it's a security emergency that threatens every traveler's safety and peace of mind.

I was trying to book long haul flights from Quito to London with Avianca. I was shown a reasonable price and made it all the way to the payment page before the website ‘glitched’ and wouldn’t let me pay. When it finally reloaded they had raised the price by £150 per person. This is obviously something that they do on purpose to squeeze even more money out of their potential customers. Unfortunately for them, their scam meant that the price was now higher than the other flight we were considering, so they ended up losing our custom to Iberia :)))))

I tried to change a ticket on a flight from Bogota to Pereira, Colombia. In spite of having a "Flex" ticket which allowed the changes, the Avianca website was so messed up, there was no way to make the change online. And calls to their "customer service" line went unanswered or fell dead. The bottom line is I had to eat the cost of the ticket. Many years ago Avianca was a very good airline to fly in Latin America. Today their customer service is terrible. Their website, for anything other than the initial ticket purchase, is useless. DO NOT FLY THIS AIRLINE!

My overall experience with Avianca since I started flying with Avianca in 1975 has been excellent. Avianca are a very good airline- I have flown with Avianca many times since 1975.

However, I had a slight hiccup recently with my otherwise overall positive past experiences with Avianca. Details follow:

I was booked to travel on AV121 from Heathrow T2 to Bogota on Wednesday 7th May 2025. Avianca delayed the flight to the next day, claiming that the reason for the delay was because of a sick passenger on the flight. This is in fact not true as it was Avianca AV121 the day before (i.e. on 6th May 2025) that was delayed because of a passenger falling ill. All passengers on the delayed AV121 of 7th May 2025 should claim via an appropriate claims agency for the minimum 600Euros Avianca are obliged under European legislation to pay each passenger delayed on AV121 of 7th May 25. My claim against Avianca via a claims agency is well advanced and is likely to be referred to the UK court system for judgement.

The nastiest plane staff ever. Totally disinterested and sat around in business or eating.. it's a budget airline.... you even have to pay for water

Avoid

Like so many on here I have had a bad experience with Avianca, but not today. Whoever the lady was at Heathrow is a legend. Made the very difficult, achievable. Employee of the year. My gratitude to her knows no bounds. Amazing!!!

Lost luggage, now have 2 weeks holiday in Bolivia without even toobrush
Zero responses zero help
Not bothered at all, ignoring calls and messages

I took a flight with avianca from Cali to Bogota. I tried to buy baggage online, their system did not work. I tried to buy it through their WhatsApp channel, again their system didn’t work. Then I went to the airport in another city and they refused to help me, walking away mid conversation. I was then charged 100 dollars at the airport for baggage which they then LOST. To top it off their customer service is absolutely dreadful. I’ve had no acknowledgment or attempt to resolve the issue. Don’t fly with them!

Flight AV 052 from Lima to Bogota was delayed for more than 7 hours, this wasn’t the biggest disappointment. This biggest disappointment was that I was discriminated on by the flight attendant KEWIN, the male attendant for the business class cabin. I was traveling with my wife and KEWIN offered her water, at that moment I requested if he could also give me a bottle of water. KEWIN responded can I see your boarding pass, I replied nicely why would like to see my boarding pass and you didn’t request it from the other passengers in business class. KEWIN replied these tickets are expensive and cost a thousand dollars so I must verify if you are in the right seat, also the log shows that these seats should be empty . At this moment it was very embarrassing all the other passengers were looking at me. I provided my boarding pass but still KEWIN didn’t believe it was me; he took out the log with the names and stated are you Paul Clarke and Derly Clarke and we both responed said yes.

Remember KEWIN stated earlier that his log/system shows that the seats should be empty, but he had a log with our names. This was evidence that it was discrimination against me because I am black and should not be able to afford a business class ticket.
I will never use Avianca again use LATAM is much better service…

Staff are rude,
It is dirty,
There is no check in staff,
The plane is old and breaking,
The seats are tiny,
The food is terrible and no vegetarian options
They dont like you, and dont want you there.

Utterly terrible booking system. Tried for two days to book online and kept refusing credit cards. Note there is nothing wrong with my cards or my credit, I called both companies who confirmed that they had not rejected any payment to Avianca.
Prices kept shifting and in the end I spent an hour on the phone to their “customer service” to book manually, their computer systems run at a snails pace. They then couldn’t apply the discount I was given and would only charge in USD not GBP which would cost me another £30 of fees. I gave up and will go indirect instead via a decent airline.

Flights I have taken with Avianca have been just fine. Not outstanding, but not horrible. Priced right, with no delays. However, I have been trying to receive a refund since December 2024 and nothing!

Bought refundable tickets November 2024.
Requested a refund December 2024.
Now May 2025... Nothing!

To make the refund easy, I have even asked for a Avianca Credit - Yes, I would fly Avianca again :-) But, they continue to try to wire money to the States, and it isn´t working, since they input the info incorrectly.

I simply want this ordeal over with. Give me a credit, and let´s move on.

Terrible company. I don't have a smartphone and therefore it's impossible to speak with their support.

Every option in their phone system redirects you to WhatsApp support.

This is terrible, unlawful.. and not fair to customers who decide to live a life without smartphone.

Very bad experience.

I'm a senator on Star alliance with lufthansa, and my status is worth nothing here. I still have to pay extra for a hand luggage just like a low cost budget airline.

Been trying to book my luggage online, the website is not working and the app too, have not been able to pay for this.

I called support, after 35 mins on the phone giving details and verifying details the process for paying for a handbaggage did not complete.

This is a complete nightmare.

Aerolinea que maltrata tanto tu equipaje como tu confianza.
En el vuelo AV1638, mi maleta fue gravemente dañada y mis gafas recetadas fueron robadas. Tras semanas de silencio, Avianca se niega a asumir su responsabilidad. Sin compensación, sin disculpas, sin respeto.
Se escudan en supuestas “autoridades” para justificar el robo y el maltrato del equipaje. Una vergüenza absoluta. Eviten volar con Avianca.

An airline that mishandles your luggage—and steals from it.
On flight AV1638, my suitcase was severely damaged and my prescription glasses were stolen. Weeks later, Avianca has done nothing: no compensation, no apology, no accountability.
They hide behind vague references to “authorities” to avoid taking responsibility. This is not just poor service—it’s outright negligence. Avoid Avianca at all costs.

This is the first time in my life I've been on a flight this long without meal service or even a beverage cart offering coffee or water.
Although they sold beverages and meals on board once after takeoff, and just before landing, there was no advance notice. So we were waiting for a meal that never came.
This is the ultimate in budget airlines. Be prepared. Economy seats have very short seat cushions, so your ass has hardly anything to sit on, and your knees are right up against the back of the next seat. Fortunately we upgraded to exit row, which let our legs spread out, but our butt cheeks were still trying to find something to cling on to.

I’ve had an extremely frustrating experience with Avianca. I was charged twice for a flight, and despite contacting both the airline and my bank multiple times, I have not received any solution. It’s been over a year, and Avianca has failed to take responsibility or provide any kind of resolution.

Their customer service is disappointing — they do not follow up, and every time I try to get help, I’m given excuses or transferred endlessly without results. This situation has caused me unnecessary stress and financial loss, and I would not recommend Avianca to anyone based on this experience.

Arrived for check in and was told the flight had closed. Check in lady told me I had to be at check in 4 hours prior to departure for international flights. After a heated discussion I had to rebook a new flight costing $400. Never again Avianca.