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Avianca Complaints: Forms, Phone, and Email

Amy Lancelotte

By:  Amy Lancelotte

Last Updated:  May 27, 2025

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:

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:

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:

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.

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. 

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. 

• Poor service template
• Refund template
• Flight delay template

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 450,000 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

Author:

Amy Lancelotte

Job/Position: Editor

Amy Lancelotte is a writer, editor, and content strategist with seven years experience writing about travel and related topics. Born and raised in Canada, she has spent several years living and working as a digital nomad in England, Italy, and France, and has spent more time in airport departure lounges than she wants to think about.