This was my first time booking a flight with avianca my father had just passed away and it was an emergency. I've never experienced such horrible customer service! There was a discrepancy between my name on my ticket and my passport I brought all the proof and they proceeded to tell me they couldn't do anything, just risk it and see if you can get through security, with no guarantee i would be able to get back into the country.. so I asked to speak to a manager and she proceeded to take my ticket and rip it.. didn't give me any explanation of what I should do or how I should get a refund- now my sister is in Nicaragua and she messaged me that as she was getting her COVID test a person scheduled for the same flight told her there was a change but Avianca never notified her.. I have been on hold for 24 minute because there's no information on their website about the flight... this is ridiculous.. worst airline ever... read more

Avianca - Airlines Near Me - Dulles, Virginia

Absolutely horrible service. Their online luggage requirements are false and they charge you twice the amount stated online for any additional luggage. Oh and by the way they attempt to make your carry on an additional extra charge bag. read more

my great experience with customer services the the girl who check my baggage , very professional she greeting to customers very pleasant . read more

This is the worst fucking airline They will charge you for everything Even if the teller don't like they will charge You for it. Please stay away from this airline I think American Airlines is better read more

Several days before my flight from Dulles to Bogota, I received an email from Avianca allowing me an opportunity to bid on an upgrade from economy to business class. I knew I had to bring 2 suitcases. With Business class, that is free, but with Economy, you have to pay for the 2nd suitcase. So, I paid around $400 to upgrade to business class and, when I arrived at the airport, I was issued a boarding pass for Business Class. But, I was told that the upgrade fee only applied to the seat - that I would have to pay for the second suitcase. Needless to say, that was never disclosed to me when I paid hundreds of dollars to upgrade. What was next? How else would I be treated differently from other Business Class passengers? That I wouldn't be offered a welcome drink, they wouldn't take my coat, or they would serve me the Economy meal? I tried to reason with the personnel (who were very cordial, by the way), but they replied that they were under strict orders to charge in these situations and that my only recourse was to pay for the second bag and file a request for refund online. I asked them if we could reverse the upgrade, but that was also not possible. So, I paid for the second bag. I felt I had fallen for a bait and switch. If you ever want to demonstrate to a computer programmer, a lousy customer service form, I have a perfect example for you: the Avianca complaint form. It is almost laughable. It requires fields that are simply inapplicable to USA citizens, it requires you to state your citizenship and sex (how is that relevant?), it only allow you to upload a single document (I wanted to upload a copy of my ticket, boarding pass, and the receipt for the extra bag), and, requires you to use drop down boxes that further require you to go from page to page to page to find your desired answer). And, at the end, it sends you to a refund page where the ONLY reason you can (and must) select for a refund has nothing to do with why you are writing. I did call customer support the day after my return to USA. Again, a very cordial person spoke with me. After 45 minutes on the phone, he told me to send an email to soporte.precompra@avianca.com which I will do. Maybe that email address will come in handy for someone else. All in all, not good. read more

Horrible service, the employees are super slow, terrible management! Worst airline ever!

Avianca is the most disrespectful airline that I've traveled Not only that but the employees treat customers very bad without having any kind of consideration. knowing that the errors were caused by the oversale seats leaving you waiting for long hours and at the end pull you in a hotel which they own Giving you Avianca coupons. keep in mind that the next day the scheduled passengers will suffer the same consequences. I highly recommend to use a different Airline Or you will be stuck at the airport read more

Terrible passagenger line management. I was waiting over 2 hours in a line for no reason when I had already pre checked my bag. It's probably the worst experience and never flying avianca again. read more

The worse of the worse . 5 members of my family just had the most horrible experience. People be careful when you travel . This airline left all my family luggage in Honduras and stole all valuable staff that was inside. They brought the luggage 3 days later with a few things inside. I can't believe that after paying for an extra luggage no even that one made with then in the planes . This airline is full of Stiller's rats . I think even given the one star is to much read more

The worst experience I have ever had with any airline . It spoilt an otherwise enjoyable trip. Connections missed, flights delayed, then cancelled, baggage mislaid. Unbelievably unresponsive. I left my iPad onboard and they located it and told me someone from the Dulles Avianca office would contact me to arrange a time for me to pick it up. Good luck with that! It took me 45 minutes on hold to get a person on the general info line who said she did not have a number for the office (!!) but offered to transfer me to the general baggage number. I told her that this was equivalent to shuttling me off. She then hung up on me. I called the listed number for the Aviance baggage office at Dulles. Phone rang for ten minuted then was hung up by someone who was evidently annoyed by the noise of a ringing telephone. Also be advised, I am over six feet tall so upgraded to business class. Absolutely no difference in service or comfort! Checkout their facebook page for more coroberration of this rating. https://www.facebook.com/pages/Official-Avianca-Terminal-Washington-Dulles-International-Airport/356086734525572 read more

THE WORST AIRLINE FROM THE US TO LATIN AMERICA, they are rude, ignorant about their own services and super complicated about their services. I make a mistake when making a reservation and when tried to chance the date I had to fill forms, send emails with my ID pictures, deal with their hideous accents with they pretend to speak English. Their website is absurdly complex and they have no clue when you ask questions. They will tell you things like "at your own risk" or "it is not our responsibility" or horrible things like that in order to not continue helping you. Can you believe I had to fill a form when their site game a system error? They treated me as if it was my fault. Also, they never wanted to reimburse my money like any other airline in the world would do. They have invented some absurd gift card in which is your money so you are forced to still use their services. it's a nightmare. They make you pay to check in at the airport and very proudly will tell you they do not provide accessibility services for the elderly or anything like that. Finally, in order to make a payment with the UATP you have to change your screen to "Colombian" user and everything is in Spanish and Colombian Pesos, it's just the most retarded method ever. NEVER AGAIN, AVIANCA IS THE WORST AIRLINE I've taken in 30 years traveling the world. read more

ABSOLUTE WORST. I booked the perfect flight for my birthday trip to Costa Rica. They changed my flight, which is perhaps understandable in 2022 given the chaos of airline travel, but they re-routed me through an entirely different country, left me virtually no time for connection, and had me arriving a day later. I had no choice but to decline the new flight and they refused to refund my money. Their customer service is virtually non-existent and they took 6 weeks to get back with me after I completed an online form requesting the refund, only to tell me I had checked the wrong box on the form -- which I did not, and had a screen shot to prove it. After another six weeks they got back with me to say they refused the refund. My friend who was traveling with me went through the exact same ordeal but somehow got a "refund" of a gift card usable only on Avianca, which she will never use because of the ridiculous frustration of dealing with this airline. I cannot believe Avianca can stay in business and operate the way it does. It is phenomenally bad. read more

Worse airline to fly with!!! My family flew from Honduras to Washington DC all the luggage got here 4 days late and all empty I'm telling all my family friends not to fly with this airline!!! Terrible read more

They left me stranded in Washington DC... There was no one at the counter at 3pm My flight departured at 415pm and they sent a useless lady at 340pm...they charged my family bout $550 each to reschedule the flight for the next day...never flying through Avianca again... read more

Stellar service and comfort. In my personal experience second only to British Airways for overall quality. Highly recommended.

Taca has sure upgraded with Avianca airlines, just flew this past week with them on 6 flights and I have to say I'm impressed. I especially enjoyed the entertainment option and was able to watch new movies and shows which I haven't even seen. I will be using them again in the future. read more

Reservation #: JRFX68 My air travel on Avianca on 12 OCT, 2018, was the worst air travel experience ever. The weather out of Bucaramanga, Columbia was perfect, as was the weather in Bogota, Columbia. This was the first leg (Flight AV9475) of my son and my trip back to the United States, after he participated in a week long soccer tournament. This leg is where everything went downhill. 30 minutes away from the airport in Bogota, the plane diverted to Benito Salas Airport in Neiva, Columbia. The reason we were told of the diversion was because of bad weather in Bogota. However, this was not the case, as the weather had been perfect in Bogota for the past few days. There were mechanical issues with the plane, as we saw numerous technicians inspecting the plane in Neiva. However, we were never notified of any mechanical issues because then the airline would be responsible for reimbursing passengers for missed flights. By saying the diversion was due to bad weather, Avianca is off the hook. This diversion caused my son and I to miss our connecting flight in Bogota to Dulles Airport in Virginia. Because we missed our flight, we had to fly to El Salvador (Flight AV94) to catch a connecting flight to the United States. It isn't fair to require passengers to take more flights and then spend the entire day on planes when the weather was perfect. Avianca lied to everyone on that flight to avoid having to compensate us. If lying to the passengers and having them miss their connecting flight wasn't bad enough, Avianca had terrible customer service. The attendants and ticket agents were rude and did nothing but hand me a form to fill out and submit at Dulles airport. Then they had us check in 30 min before the flight was even ready to be boarded, which meant everyone was just standing in line because the plane still had not been repaired. Avianca made me take 3 flights and spend over 15 hours traveling in planes and did nothing to compensate me and my 9-year old son. We were forced to miss a family event and not have any rest, which we had all planned on getting, as my son had another soccer tournament the following day. This whole experience with Avianca is totally unacceptable and I plan to post this honest review online at Yelp, Google, Facebook and numerous travel sights. No one at Avianca cares to help and they just make the customer suffer and do nothing but ignore you at customer service. Then if things could not get any worse, when we went through customs in the San Salvador Airport, they kept a ton of our products, creams, solutions, hairspray, medications, etc. We were not supposed to travel though El Salvador and had no problems with any customs agents up to this point. By Avianca routing us through El Salvador, we were forced to endure their customs protocols and lose hundreds of dollars in products. read more

Worst fairline they have you waiting hours in the Dallas airport just to check in . Not clever people they have working for them.

Cheap tickets. On time. Great customer service. Good food. Over 6 flights we never had a late plane or a lost bag. I'm very happy with my experience. read more

Delays happen. I get it. But when a flight is delayed over 24 hours in advance an airline can try to make life a little easier for travelers affected. We have a connecting flight that is delayed 8 hours in Bogotá that was initially a 2 hour layover, now 10 hours. Traveling with young children makes this delay even less fun, so in the hopes that Avianca would help us out, I contacted them by phone to see if we at least could get lounge passes to help us relax. They informed us that they cannot provide compensation for the inconvenience. Seems that this would be a little thing to do to help a family rest between flights. I like the route, but this is the second time they've changed a flight to include a 10+ hour layover in the last two reservations. I will not be booking with them again until this route becomes more reliable. read more

Worst customer service i ever had,. I did the check in online and wanted to add a second bag and request a wheel chair for my 80 year old Dad. It didn't give an option to do that, so when we get to the airport it was crazy full. We waited for over an hour and finally got to the front, I explained to the person my situation. I told her that i needed to pay for extra bag and my dad who is 80 year old needed a wheelchair. She said i can charge you for the bag, but not give you the wheelchair even though there were over 10 wheel chairs empty. It make so mad because i try to talk to different people to help me and give my Dad a wheelchair nobody help at all. All those stupid ladies that work there think that they are the best in the world, so arrogant, not professional at all. I had to walk my Dad as much as I could until get to the checkpoint, my concern was that my Dad didn't know how to take the metro to the gate. Worst experience ever, how could you do that to a 80 year old. Will never waste my money to this worst airline ever. They don't care about customers just the money, why she was able to charge the bag but not give a wheelchair so stupid. read more

Giving it one start cz it doesn't allow me to give it negative starts... I purchased a round trip tickets with the mentioned airline (Avianca), but as I got orders to pcs to fort carson, Colorado Springs, I tried to contact the company and arrange to move the flight to a closer airport or get credits on the 938US$ spent on those tickets, all that I was told after 3+ hours on the phone was that it was 'use or or lose it', as a government worker it does not apply to me to take my leave or control my orders to move, the only option they offered me was if I would pay approximately 2000US$ On top of the 938US$ already paid, plus a 200US$ fee to be able to get any help on changing my flights. As I was told I could not do anything about it (and knowing that the tickets to be rescheduled to another airport/days/time would cost me about 776US$ with any other company) I would like to simply warn you, don't waste your money with this horrible service!! There are way better flights and for cheaper... WORST AIRLINE I HAVE ECER USED, and it wasn't the first time I had problems with them, but I will gladly write it on other review. read more

Booked at flight for a flight at 11 am and got the confirmation email with a flight leaving at 4 am instead. The website glitch has cause the problem not just to our reservation but also the one of many others. The Avianca personnel has not been able to help or accomodate the problem in an effective manner. The only option they offered is to reimburse my money in full but I am too close to the flight's date and it would cost me double to book the trip with another airline, so I am stuck with them. Will never fly again with them. Worse customer service ever! read more

Worst Airline ever. Flight leaves at 3:15, got there at 2:00. Gives plenty of time to make the flight. Arrived at the counter they are closed. One lady there said that 3 hours was the least they would check passengers. REALLY!!!??? I asked to talk to a manager, she said she'll be back, left and never returned. Called the call center they couldn't do anything. $535 more to rebook for the next day flight and could not refund the money paid on the original ticket. Avianca is a rip off. Went to Delta booked next day flight for $460. My advise to anyone reading this is avoid Avianca at all times. Stick with Delta or United Airlines. WAY BETTER CUSTOMER SERVICE and cheaper prices. read more

I have a voucher with Avianca which they do not want to help me honor. I called their call center and they said the system was not working. To go to the Avianca in DC. Thanks to this negligent ADVICE, I was involved in a serious car accident. I have been on the phone for over 3 hours of my life trying to get the voucher and get a flight. It would be SO SIMPLE if I could just buy online using the Voucher NUMBER. Apparently, it's less expensive to have a lawsuit on your hands THAN TO FIX YOUR PURCHASE SYSTEM ONLINE! read more

September 7th, 2018- We were on our way to El salvador a week prior to this date and I had a carry on and my 50 lbs bag so when we were checking in and at the counter weighing the bags I decided to let my carry on go with my 50 lbs bag which they said was fine so then that was that. Fast forward a week later my mom and I were traveling from El Salvador International Airport to IAD and as we were checking in and weighing our bags I told the lady to send my carry on with my other bag and with attitude she told me that no can do because she'd have to charge me for that so I said fine and took it with me. As we're going through TSA they found some souvenirs that should've been in my other luggage so they threw them out and I was obviously upset then we went through 2 check points and everything was fine then we finally got to the gate waiting to board our flight.. all of a sudden one of the ladies that works at the Avianca desk was telling everyone that there was no more space in the cabin for us to take our carry ons and that if we wanted to we can send it off free of charge so we did and I was pissed. They should've said something in the first place so I could've saved myself the anger/frustration and I still would've had my souvenirs. Next time communicate with your passengers. Oh and almost forgot the worst part was when we finally landed in IAD at like 2:30 and saw 2 employees argue like little girls and went through customs to finally get our luggage and get out. No, no.. we get to the belt of where the luggages from Avianca are gonna come, but they're all scattered and mixed on the floor with luggages from both San Salvador and Bogota together and some that were still waiting to come up so we had to wait another 30-45 minutes. It was a very frustrating and long day. read more

If I could give this no stars I would. We got business class tickets for an international Avianca so my sick, advanced liver cancer, father would be able to lay down and be more comfortable. We paid over double per ticket for these seats and even called to make sure they were business class seats and he would be able to lay down. Well, that was a complete lie. My parents got on their flight and the seats were only slightly larger than economy seats and certainly were not laying down. All the advertisements and information for Avianca's business class were showcasing beautiful laydown seats. What gives? Even the flight attendant was saying that these are really old planes and Avianca does not care about upgrading. The My parents had four (4) business class flights and only ONE was the real business class. We complained to Avianca and they flat out said they can change planes up to the minute they fly so even if we buy a ticket with plane X with laydown business class seats they will change to plane Y with horrible business class seats but we still have to pay. There were coffee stains on my food tray, the blankets and pillows were not in sealed bags nor folded with an unpleasant odor, and the woman in front of me was complaining of vomit odors (likely what I smelled on the blanket). I am disgusted at the lack of care from this company and will never fly with them. Clearly from all these reviews, they are a terrible company with terrible policies and terrible people. read more

The absolute worst experience of my life. Combining a complete lack of customer service (no corporate telephone line, service offices that brush you off and tell you to contact the call center, call center representatives that neither speak english nor have the ability to assist you if you're looking to do anything more than book a new ticket, etc) with sketchy policies like charging me 3x the fare advertised online because I was trying to use an Avianca Voucher, and you have a class act. Every representative I've spoken to has been extremely rude or completely unhelpful, supervisors refuse to assist you either, and the regional service offices (when they even answer their telephone line - which is rare) place you on hold forever just to give you misleading or completely untrue information. I've been trying to get my situation taken care of for months, but it appears as though Avianca is only interested in pocketing my money without providing a service. Do yourself a favor, just book with someone else!! read more