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Business Profile

Airlines

Avianca Holdings S.A.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Avianca Holdings S.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Avianca Holdings S.A. has 4 locations, listed below.

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    • Avianca Holdings S.A.

      1670 NW 82nd Ave Doral, FL 33191-1045

    • Avianca Airlines

      122 East 42nd Street, Suite 2525 New York, NY 10168

    • Avianca Holdings S.A.

      8125 NW 53rd St STE 111 Miami, FL 33166-4607

    • Avianca Holdings S.A.

      8333 NW 53rd St STE 100 Doral, FL 33166-4784

    Customer Complaints Summary

    • 358 total complaints in the last 3 years.
    • 114 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/17/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was supposed to travel from ******** to *********** July ******* on July ******* I became severely ill with cardiac issues such as *******************,high blood pressure, swelling of legs I saw my cardiologist on July ******* who suggested I do not fly the next day I have a letter stating that I have an emergency in *********** that I have to tend to and I did purchase another flight one way thinking I could use my return flight that I had paid for already which is for August ******. I called Avianca on the morning of July 17 and I was told by the representative ***** that I could not use my return flight due to me not boarding my flight from *** I explained to him that I am only asking for the return flight to be honored due to the medical issue I experienced he told me no they couldnt do that all I am asking for is for my return flight to be honored

      Customer Answer

      Date: 07/19/2025

      I would like to close this case it has been resolved 

    • Initial Complaint

      Date:06/23/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June ******* I am writing to formally express my dissatisfaction with a recent experience I had with your airline concerning the purchase of a Plus ******* the time of booking, I was informed that the Plus seats offered by Avianca were wider and more spacious than the standard seats, which was the primary reason I paid the additional fee. However, once on board, I was extremely disappointed to find that the seat I received was identical in width and comfort to a regular seat, with no noticeable difference whatsoever.During my layover, I approached one of your customer service representatives to inquire about this issue, and I was told that Plus seats are only located near the emergency exits, and do not actually offer any extra width or comfort. This directly contradicts the information I was given at the time of booking.I feel misled and taken advantage of, as I paid extra for a service that was inaccurately represented. I believe this is a serious issue of false advertising and poor communication with your customers.I kindly request a full explanation and a refund for the price difference I paid for the Plus seat. I would also urge Avianca to clarify the features of seat classes more transparently going forward, to prevent other customers from experiencing similar frustration.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

    • Initial Complaint

      Date:06/21/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I traveled with my children on June 18, 2025 from ***** to **** ********. When I picked up my bags at the airport, I noticed that one of them was missing the handle and the other one was missing one wheel. I notified the airline agent and he instructed me to file on online complain. I filed the baggage complaint and the airline's anwser was that bags were inspected and they aren't resposible for any damages without providing any evidence that the bags were inspected or damage by a third party agency. My bags were exactly packed as I have pack them. They did not show any signs of inspection. My bags are damage and I request to be compensated for the value of my baggage. Baggage claim number ********

    • Initial Complaint

      Date:06/19/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My name is ****** *****. I am filing a formal complaint against Avianca Airlines regarding a denied airline ticket and unresolved refund issue.On May 29, 2025, I attempted to purchase a flight ticket from Avianca Airlines. ******* initially declined the payment and flagged the charge as potential fraud. Shortly after, my bank sent me a text message asking if I had tried to make the purchase. I responded yes, and was advised to try again. I then made the purchase again, and this time the payment went through successfully.Even though Avianca received the payment, they suspended my ticket and refused to allow me to fly. I was left without the service I paid for.Since then, I have contacted both Avianca and my bank multiple times to resolve the issue. I was informed that my case was being handled under ticket numbers **#********** and **#**********, and also mentioned in a resolution process under code **#**********. Despite following their instructions and patiently waiting, I have not received a refund or a valid ticket to use.I am requesting a full refund for the airline ticket that Avianca failed to honor, even after successful payment.Please help me resolve this matter. I am simply seeking a fair resolution and refund for a service that was never delivered.Thank you,****** *****

    • Initial Complaint

      Date:06/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I had a flight scheduled for 06/18/25 at 6:30am. I arrived at 5:30am for check in with no luggage. When I arrived, I was checking in at the kiosk and was told to get help at the front desk. The front desk attendant began helping me and mentioned paying a fee. When I asked why I needed to pay a fee if the kiosk would've checked me in for free, he disregarded my question, gave me back my documents and told me he wasn't going to deal with this today and advised I call customer service because I was going to lose my flight today.

    • Initial Complaint

      Date:06/10/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I booked a flight with Avianca from *****, ******* to *********, ********. The ticket included a carry-on bag free of charge. I was responsible for paying for checked bags. When you try to book at least 2 days prior to actually leaving the baggage fees are $65 and 2nd bag $120. The issue is when booking it declines your card. I tried 3 different cards with the same error message. The day of the flight when you book online baggage fees go up to $125 and $205, then your card will magically work. Online it also states if youre having issues paying for luggage so proof you attempted to pay before hand and customer service will honor the online fee. When I went to customer service at the airport no one knew I was talking about and was charged $330 instead of $185

    • Initial Complaint

      Date:06/09/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      June 1 2025 I was advised by ticket agent that I need to ******** bag at a computer kiosk and not with the human. Upon purchasing my baggage ticket for 130 I moved to the ticket agent. Ticket agent advises me I purchased the wrong type of baggage ticket for my surfboard. I purchased oversized baggage for 130 and ticket agent made my purchase another baggage ticket in the amount of 150. I now paid a total of 280 for 1 bag. Ticket agent advised me they can't issue refunds or make adjustments that it's handled by the customer service ***** I called the customer service **** who tthen put me to an automated service wich I explained my position to. They emailed me that the case has been resolved and no refund will be isssued. I have been robbed of 130 usd. I paid a total of 280 usd to travel 1 destination for 1 bag. I feel this is unjust and also misleading information from the ticket agent

    • Initial Complaint

      Date:06/09/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Complaint Regarding Unfair Baggage Fee Policy and Inconsistent Payment Options I am writing to formally express my frustration regarding an exorbitant $150 fee charged for my checked baggage. I attempted to pay for my baggage several times well before the 48-hour window prior to my flight, both on the airlines website and mobile app. However, I encountered repeated errors and was unable to complete the payment.Despite multiple attempts, the system simply would not allow me to proceed. Then, after I checked in, the app finally allowed me to pay the baggage fee. By that point, the price had tripled, and I was told this was because baggage must be paid for at least 48 hours before the flight, not 24 hours, which is when online check-in becomes available.I explained the technical issues to several customer service agents and a manager. Their response was that the only way to make a payment before the 48-hour window is over the phone. This policy is never disclosed during ticket purchase, and it is not clearly stated on the website or app. The fact that the app accepted payment after check-in also undermines the claim that payment must be made by phone only. This inconsistency in their process and communication resulted in a significant and unnecessary financial burden.The flight in question was Avianca Flight AV245 on May 7, 2025, departing at 12:30 AM from *****, ******** (BOG) to ************, with a final destination of *******, ********. My booking reference is 2KZ33J, and the baggage fee was ultimately paid on May 6, 2025.Despite calling multiple times and speaking with a manager, Avianca has made no attempt to resolve the issue or offer any compensation for the inconvenience or excessive charge.I am requesting a refund of the difference in baggage fee due to the system error and lack of transparency. I hope this matter can be resolved fairly.Sincerely,********

    • Initial Complaint

      Date:06/05/2025

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I called Avianca about two weeks ago to request for refund as soon as I found out that I was diagnosed with breast cancer. I have a triple negative type of cancer which states that Is aggressive and can spread. The doctor wanted to start chemotherapy either away. I had to cancel my travel plans. On my first request I submitted the letter from my doctor stating my diagnoses and the fact that I will start treatment on 6/6/2025. I also explained in my request that the other passenger (********* *****) is my domestic partner who will be taking care of me. I have no other family in ******** and he is the inly who can take care of me. I have to do 5 months of chemotherapy and then an operation. I tried to be understanding to their policy but this is a medical condition and how much more can I disclose. I also submitted where i called and filed a complaint with them today with no resolution. I also attached my confirmation of my airlines tickets. I just want a refund as this was out lf my control. I dont think anyone intentionally wants to cancel a vacation trip to do chemotherapy instead. Please help to resolve this issue. I feel hopeless and more stressed than what I need to be in a moment like this

    • Initial Complaint

      Date:06/04/2025

      Type:Billing Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On June 4th, 2025 at *************************** I was wrongfully charged for personal items. I explained to the representative of my bag being a laptop bag (that is mentioned on the website) and even placed my bag inside the carry on bag measure and was STILL charged $125 Not only are the carry on bags expensive, I also had 2 regular checked bags that were $125 each, which is astonishing. That means I paid a total of $375 for bags which is almost the equivalent to my flight ticket price.The overpricing of bags even when the website mentions personal items are free of charge and I was still charged is absurd in addition to an unexpected charge. I carry my laptop bag with me everywhere on many different airlines and I never have to pay, because its a personal item.

    Avianca Holdings S.A. is NOT a BBB Accredited Business.

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