Avianca

✅ Trip Verified | The Avianca app crashes, making it impossible to check in ahead of time and add luggage. Was charged $220 for a small 2nd bag, and that is extortion. The 2nd bag charges for Avianca have always been an issue. The app customarily crashes during check in, directing the passenger to address the issue at the airport counter. That's so they can extort you. You're already there, what are you going to do other than hand over your credit card? On my latest trip I unsuccessfully attempted to log my 2nd bag 5 days prior to my Avianca flight, before leaving home on United, and was charged $50 for my 2nd (small) bag to Houston. "Go to the airport counter" is always the default non-answer from the app. At online check-in, both with mobile app and on my laptop I got the same answer, even after enduring multiple crashes and reinstalling the mobile app. At the airport counter bag drop I was charged $220 for the 2nd bag. It's a small and light carry-on size, and tiny compared to the large 2nd bags that other passengers were dropping off. The agent stated that passengers are supposed to inform Avianca 48 hrs in advance to receive a special 2nd bag fee of $100 which is already crazy expensive. If you check in at 24 hrs preflight you're unable to log any extra bags and must go to the counter, however I am doubtful the app would have worked at 48 hrs prior, because it never works. The young agent at the counter was difficult and unyielding. She coldly informed me it's their policy, and told me I should have called the 800 number when the app crashed, or gone to the airport at that point. Who makes their way to the airport counter 48 or 24 hrs pre-flight to address an extra bag.. Once you're at the counter, you have no choice but to hand over the credit card - it's outrageous they are allowed to charge these exorbitant fees. Don't Fly Avianca.

Not Verified | This is the worst airline I have ever taken. I had purchased a package through priceline that included one checked bag for $60. When I got to the ticket counter, they didn't honor that and made me pay an extra $180! They were rude and unaccomodating. Even when I called Priceline to verify, instead of talking to the agent they continued to deny my claim. Apart from that there was no food or beverages served, customer service was awful, and the seats uncomfortable. They are clearly only about the money.

✅ Trip Verified | Avianca strives to give you a bad experience, from the people who serve you at the counter, to the uncomfortable seats for the simple fact of being in an economy seat, it does not include a neck rest and for flights it becomes unbearable. Avianca se empeña por dar una mala experiencia, desde las personas que te atienden en el counter, hasta los asientos ( nefastos) incómodos por el simple hecho de estar en silla económica no incluye reposa cuello y para los vuelos se vuelve insoportable.

Not Verified | Horrible experience. I would not use this airline again. They want to charge for everything and they don't help put one last name instead of both and they wanted me to change everything and call the airline because I couldn't change it with them at the airport. I called the airline and they were not helpful at all they transferred me several times and i asked the guy so your basically telling me you cant help me? I spoke to a supervisor and he hung up on me after me waiting for 45minutes. When he first got on he was already rude and had an attitude.

✅ Trip Verified | A truly depressing experience. Economy seating has an incredibly tight seat pitch, even worse than budget US airlines like Allegiant, and the seats themselves are miserable with minimal padding and no comfort. Everything, even water, is buy on board. Cabin service was at least polite if indifferent but $14 US for a warm beer and very sad ham sandwich. No in-flight entertainment or functioning WiFi. On the second leg SAL-LAX of this return flight we were able to upgrade to premium seating which was at least tolerable, but outbound 5+ hours LAX-SAL in economy was unbearable. We last flew Avianca in 2018 and the quality and comfort has definitely gone downhill. The aircraft on all flight segments were worn and showing age. In fairness, ground staff in both SJO and LAX were great and all flight segments were on time or early arrival, the only positives.

Not Verified | This has been my absolute worst experience at an airport. Avianca has to be the very worst customer service in the airline industry. Check-in people are absolutely rude. Avoid Avianca at all cost.

✅ Trip Verified | By far the worst airline I’ve ever flown. I’m a Star Alliance Gold customer and typically a ticket in any fair includes checked luggage. Apparently, Avianca changed their baggage policy without informing us. This led to one of our legs (SFO-BOG) having a checked bag included and The other led (BOG-MDE) to have no bags included because we bought the tickets a few weeks apart during which the airline decided to change the baggage policy. Avianca is heavy on their A320 usage also for medium haul flights. Sitting 6 hours in small seats is a pain. Even worse: the seats don’t have any headrest and the seats don’t recline. Additionally, there are no free drinks or snacks served - even on longer routes. This airline is a disgrace for star alliance

✅ Trip Verified | I have been traveling since Saturday 03/09/24 and it is Monday 03/11/24 at 12:00pm and I am not at my destination yet. I have been sleeping in an airport for two days now as they messed up all of my connecting flights. They got me a hotel for the first night, but the checkout was at 1pm and my flight was at 10pm that night. I got into this hotel at 3am thanks to Avianca. Then they rescheduled my two connecting flights only to have the last one scheduled 20 mins after arriving to the gate (which I missed thanks to their incompetence). The Avianca employee told me to check in when I got to Rio for this flight, but didn’t mention that they close check in one hour before, and I arrived 20 mins before. I had to force GOL to reschedule this flight with Avianca because they wouldn’t pick up the phone or respond to my instant messaging for customer service. I then slept in the airport for the second time as the only flight was 8 hours later to my final destination. This has ruined my trip and I just received word that my family member I was traveling to see who was in critical condition passed away before I could make it down there. I am sitting in the airport on day 3 and still not at my final destination. The lack of communication is unbelievable from such a large airline. Sincerely, worst airline experience of all time.

✅ Trip Verified | It’s such a pity that Avianca is still part of Star Alliance. We booked RTW Star Alliance ticket and took Avianca for the Bogota to Toronto route. It was around 6 hours of flight and to our dismay, the level of service is even worse than a budget airline. All meal and beverages are sold separately (even water), and seats are non reclinable from the exit row onwards. In flight entertainment wasn’t working throughout the flight. The card machine to make payment didn’t work at all and the crew decided not to sell anything (they can’t accept cash either), but they at least decided to provide water and coffee for free (but imagine if you didn’t have any lunch nor bring any food, you are forced to starve throughout the flight). The crew also ignored the service call from the passengers. If you have other options, do not ever fly Avianca.

✅ Trip Verified | Although I take many flights a year I always politely follow the safety instructions. As a passenger we have to stay informed as well. That’s why I am shocked when I went to the toilet in the front (my seat was row 1) curtains were closed. All crew was chatting and laughing in the back of the airplane. That’s when I saw the bag hanging on the door like in the picture. This is a security breach that with all safety checks is just unacceptable.