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Avianca Complaints

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Contact Information

Website:

www.avianca.com

Mailing Address:

Aerovías del Continente Americano
S.A. AVIANCA
Av Calle 26 No 59-15 Piso 6
Bogotá
Colombia

Phone:

+44 800 026 0402 - UK
1- 866-919-0081 - US

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Avianca Complaints: Forms, Phone, and Email

Avianca Complaints: Forms, Phone, and Email

Amy Lancelotte
Written By Amy Lancelotte
Last Updated: November 12, 2024

As Colombia’s flag carrier, Avianca has been operating under one name or another since 1919. And although all that history means they are good at many things, it’s always possible that passengers need to file Avianca complaints for various issues.

In 2023, a total of 18 complaints related to regulation UK261 were submitted to the Civil Aviation Authority related to Avianca flight interruptions like delays and cancellations. But that’s likely only the tip of the iceberg. Many passengers don’t know their rights and fail even to start a complaint. Plus, this only accounts for one of several regions where similar regulations or policies exist, like for flights departing Europe (EU261), Canada, and the USA.

As for Avianca’s on-time performance, in 2023, Cirium recognized the airline’s solid record for on-time flights of 85.73%. That translates to almost 15 out of every 100 flights not arriving as scheduled. Add that to things like denied boarding, overbooking, cancelled flights, missed connections, and poor service, and the potential Avianca complaints multiply exponentially.

This is what you need to know:

a woman holding her phone at the airport

Avianca Complaints Contact Info

Calling Avianca is generally discouraged as they prefer you to use forms or live chat. But sometimes a call is required to resolve urgent Avianca complaints, and luckily, for most regions, they offer toll-free options.

Avianca Customer Service

The Avianca customer service department can be contacted by phone or live chat. The live chat option is handled via WhatsApp and you’ll find a link to it on their website. There are also online forms for different issues.

When you need to make an Avianca complaint for flight interruptions from Europe or the UK, we can helpClick here to start your Avianca complaint for up to €600/£520. Check Your Flight

Avianca Phone Numbers

Use these toll-free numbers to contact the airline from your country:

United Kingdom:+44 800 026 0402
Spain:+34 800 000 010
USA:1- 866-919-0081
Canada:1-800-722-8222
Colombia:+57 01 800 018 9810

Tips for Making Avianca Complaints by Phone

  • Have your information readily available: The agent will require info just to find your reservation, like your flight number or confirmation. They will likely also ask for details of the situation, so passport numbers, dates, times, correspondence, and photos, should all be within reach.
  • Aim for off-peak calls: When there’s a major disruption due to strikes or weather, the phone lines will be extremely busy. Don’t call if you don’t have to. Additionally, avoid Mondays, Fridays, and midday if possible.
  • Be clear: To resolve the issue quickly, be clear and specific when talking to the agent. Stick to the facts and state your expected outcome.
  • Document everything: While on the call, make sure to get a reference number for the Avianca complaint. Also, make notes for yourself immediately after so that you don’t forget the info. Doing both these things will help with follow-up and escalation if required.

Avianca Email Address

If you don’t like the other options, like the online forms, you can email your Avianca complaints to:

servicioavianca@avianca.com

Avianca’s Social Media

Airlines don’t always reply to your complaints, and sometimes the reply is unsatisfactory. For times like this, you can escalate the matter, but heading to social media can also have an impact. Avianca is present on sites like Instagram, Facebook, and X, so to draw attention to your concern, contact them on any of these.

Avianca Live Chat

As mentioned, passengers can contact the airline using chat. The chatbot, called Vianca, is easily found on their site. For actual “live” chat, you can discuss your Avianca complaint via WhatsApp as well.

Avianica chat bot

Online Forms for Avianca Complaints

To have both a record of your Avianca complaint and to avoid annoying phone calls, it’s recommended that you use the Avianca complaints forms online. You’ll select the closest option for your request, and the most commonly used ones will be “Complaints,” “Claim Book,” and “Claims flights from Spain.” The complaints option should be used for general issues, whereas the other two can be used for flight interruption compensation claims.

What To Do If Avianca Isn’t Responding

You can escalate the situation if your follow-ups aren’t working. Social media may also be useful. If you’re fed up with the entire process and not getting anywhere, AirAdvisor is a useful partner. We can assist you with Avianca complaints related to flight delays, cancellations, missed connections, and denied boarding.

Sick of constantly following up with Avianca without results?Our experts will file the complaint on your behalf to ensure your passenger rights are honoured. Start risk-free here.Check Your Flight

Advice For Successful Avianca Complaints

  • Submit your complaint quickly: It’s important to file ASAP to prevent forgetting key details or losing important documents such as boarding passes, baggage tickets, or previous communication.
  • Provide accurate contact details: It’s simple; if the airline has questions, they need to be able to reach you, either by email or phone. Check your email regularly and advise the airline of your availability for calls to avoid delays.
  • Be prepared to follow up or escalate: Know that complaints are generally not resolved quickly, and up to 60 days or more is common. But, following up on your complaint can improve the chances of a successful and speedier resolution. If you're not satisfied with the response, don’t hesitate to escalate the matter to a supervisor, manager, or social media.

Avianca Compensation Form

Navigate to the online forms section of the Avianca website and choose either Claim Book or Claims flights from Spain, depending on your flight route. The form will ask you for your personal details and the claim details. They will specifically ask you what you are claiming, so stating your air passenger rights here is recommended. They also want to know the actions already taken by Avianca (if any). Your supporting documents, like receipts, should be attached at the end. 

Avianca contact form

Help With Your Avianca Complaints

There are a few free-form text boxes on the online forms, so to make sure you don’t forget anything, consult our templates below. 

What To Do If The Avianca Forms Don’t Work

You may not have some of the required information or the form itself might have issues. Either way, you’ll need to contact Avianca customer service to resolve the situation before going further. Since this can take up a lot of time and be a lot of back and forth, consider using AirAdvisor to file your Avianca complaint instead. 

Making Avianca Complaints Via AirAdvisor

Constantly dealing with the airline can feel futile, so to save time and a bunch of hassle, have our airline compensation experts handle the entirety of the complaint for you. We’ve helped over 400,000 passengers each claim up to €600/£520 in compensation since 2017. We can do the same for you!

Think your recent Avianca flight is eligible for compensation? Know for sure and check your flight here.Check Your Flight

FAQs: Avianca Complaints

What’s the complaints response time for Avianca?

Avianca doesn’t specify a response time. They simply say that they will “help you as soon as possible.” This can mean many things, so if you haven’t received even an acknowledgment of your Avianca complaint within 30 days, it’s time to escalate and follow up.

What’s the deadline to file Avianca complaints for flight interruptions (UK/EU261)?

The time limit will depend on your country. For example, in Ireland and the UK, passengers have up to 6 years. In France and Spain, it’s 5 years. To be safe, initiate your Avianca complaint as soon as you get home if possible.

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Complaints

Britta Bor

Technical problems

Jan 26, 2025
This was our experience: Our flight from La Paz to Bogota went well. The next flight, Bogota to Toronto, had been delayed with 9 hours, hence having a total layover of 11 hours. After boarding the plane and waiting for aprx 2 hours, we had to evacuate to the gate and after a total waiting time of 5.5 hours, the flight was cancelled. After this, we received emails from Air Canada that they had difficulty rebooking us. After receiving verbal information that the next flight would be 5 days later, and waiting hours while not receiving emailed information on a possible rebooked flight, we were advised by the Air Canada crew members to book a flight ourselves and file a refund request. They did provide us with a hotel after waiting until 2 o'clock in the morning (so resulting in >20 hours of waiting at the airport). Hence, we booked a flight with Iberia on the same day to Brussels via Madrid, as this was the only option left (every other flight was sold out). This was a total of EUR 1.661,24 per person. The flight details: BOG-MAD IB6586, MAD-BRU IB3210. We would like to receive a full refund for our new booked flight with Iberia, as this was a consequence of the cancelled flight and no rebooked itinerary. We arrived one day later in Brussel, from which we were picked up by car and driven to Amsterdam. We were home around 19:00. The incident gave us a lot of stress, while waiting for the plane which got delayed last minute, and then additional waiting with almost no information until we were provided with a hotel.
Martyna Marcinkowska

No reason given

Jan 11, 2025
On November 7, 2024, I was scheduled to travel on flight number AV 046 from Madrid to Santiago. My flight was cancelled and later rescheduled for 7am, which meant a delay of over 7 hours. At the airport, no one knew anything about it. The person in charge of locating us in a hotel and directing us to the bus pretended not to see us, as she could not communicate with us using even a few basic phrases in English. She was very rude and unprofessional. We waited for the bus until 2am, and then the journey to the hotel took another two hours. As a result, we only got 1.5 hours of sleep, as we had to return on the same bus two hours later to make it on time for the 7am flight (!). According to consumer regulations, we should have been provided with proper food. However, we were given ham sandwiches. I do not eat meat, so this meal was unacceptable, and completely inadequate as a nutritious option after several hours of waiting for transport and accommodation arrangements. Subject: Claim for compensation for cancelled flights under Regulation (EC) No 261/2004 Dear Sirs, I hereby request financial compensation under Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 on compensation and assistance to passengers in the event of denied boarding, cancellation or long delay of flights. Cancelled flight from Madrid to Santiago (Chile)My flight from Madrid to Santiago was cancelled, entitling me to EUR 600 compensation under Article 7, paragraph 1, letter c of the Regulation, as the journey was over 3,500 km. Flight from Bogota to SantiagoIn addition, due to the long hours of waiting in Bogota, where I was forced to stay overnight for reasons beyond my initial planning, I request additional compensation of EUR 600 for the significant delay of the connecting flight, in accordance with Article 6, paragraph 1 of the Regulation. 3. Additional costs for the stay in Bogota Although transportation and food were provided by the airline, I incurred other expenses due to the long wait for the next flight, such as additional transportation costs and other unforeseen expenses amounting to EUR 200. I therefore request reimbursement of these costs.
Kaya Milinska

No reason given

Jan 11, 2025
On November 7, 2024, I was scheduled to travel on flight number AV 046 from Madrid to Santiago. My flight was cancelled and later rescheduled for 7am, which meant a delay of over 7 hours. At the airport, no one knew anything about it. The person in charge of locating us in a hotel and directing us to the bus pretended not to see us, as she could not communicate with us using even a few basic phrases in English. She was very rude and unprofessional. We waited for the bus until 2am, and then the journey to the hotel took another two hours. As a result, we only got 1.5 hours of sleep, as we had to return on the same bus two hours later to make it on time for the 7am flight (!). According to consumer regulations, we should have been provided with proper food. However, we were given ham sandwiches. I do not eat meat, so this meal was unacceptable, and completely inadequate as a nutritious option after several hours of waiting for transport and accommodation arrangements. I hereby request financial compensation under Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 on compensation and assistance to passengers in the event of denied boarding, cancellation or long delay of flights. Cancelled flight from Madrid to Santiago (Chile)My flight from Madrid to Santiago was cancelled, entitling me to EUR 600 compensation under Article 7, paragraph 1, letter c of the Regulation, as the journey was over 3,500 km. Flight from Bogota to SantiagoIn addition, due to the long hours of waiting in Bogota, where I was forced to stay overnight for reasons beyond my initial planning, I request additional compensation of EUR 600 for the significant delay of the connecting flight, in accordance with Article 6, paragraph 1 of the Regulation.
Peter Meijer

Technical problems

Jan 8, 2025
Due to a technical problem, the flight from Madrid to Bogotá was cancelled. The next flight was after 1 am and my delay was over 7 hours.
Marta Garcia Vilaro

Technical problems

Jan 2, 2025
Flight delayed 21 hours. Rescheduled to 3rd January 10am. Kept us waiting in the airport 4 hours with no information about flight status.
Derek Sykes

Paid for first class

Dec 2, 2024
Rating - 1Rating - 2Rating - 3Rating - 4Rating - 5

1.1

Plane delayed in Cali due to navigation system check miss our connection with AirCanada my husband got ill in Bogota because of the altitude waited 5 hours too much for us he is 86 years old. lost his suitcase they said arrived and now they said is in transit they don't know but my husband was lacking oxigen and I had to contact paramedics at the airport all that after paying for first class at Air Canada

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