Avianca Operational Excelence Center — Attraction in Bogota, Capital District

Talking about the airline "Avianca Airlines" is by far the worst Airline, I have ever taken. Coming From Chicago going to Cali Colombia with a layover in Bogotá Airport. As I get off the plane in Bogotá I ask Avianca employees in which direction I have to go in to catch the flight to Cali. So they send me to immigration. Now I ask two othe Airport employees if I did in fact have to go through immigration and they both confirmed (yes). For over an hour in line I waited and by the time I get to the immigration window he told me, that I was not supposed to go through immigration. So now I'm rushing with 23 minutes left for take off. Even though they had more flights now a layover off about 1 hour and 45 minutes just became a layover of over 8 hours. Now let's talk about customer service 🙄 (Avianca Airlines Employees) not knowing the right information to give to your customer's when asked about direction for overlays is unacceptable especially those that work at the airport 🤦‍♂️😤. So after I get to Avianca check in area, I realized is was not just me there had to be at least 15 more people with the same issue 🤔🙄. So now it's my turn be taken care of, so I go up to the lady (Avianca Employee) and I explained to her what happened and she still asked me "they (Avianca Employees) told you to go to immigration"? Yes do you not see the line of people the are in line for the same thing🤦‍♂️😤! So as she starts to give the whole we don't have anymore flights for tonight until tomorrow story, now she stops to help other people of their staff with other customers while we still are not done, and not once but 3 times😤🤨🤦‍♂️! Avianca needs to focus on Customer Service and the definition of what the word actually means. Worst airline by Far, and I have flown a few different airlines I would have given zero stars but goole has you select at least one. Bad Customer service, and bad knowledge both at the Bogotá Airport. I really don't like writing reviews like this but you should all be aware of what you get when flying with...

Surely this is a joke; why they have the word 'avianca' and 'excellence' in the same title is shocking. I suppose 'operational' is nearly a fair summary because I did eventually get to my 3 destinations. I think my total delay time was in excess of 30 hours. And half of that was ineptitude from the staff. The staff blame the systems. But they could at least be polite about helping customers. I am not an inconvenience to you. It's your job to help me! I don't want to talk to you either - I want to sat on your undersized aeroplane seat with stupid holes in the back seat pockets so all my stuff falls on the floor. I can only imagine the laughs the staff have watching everyone drop their stuff on the floor. Awful. Awful. Awful. May Jesus and Mary make you get your own airline when you're on your way into the afterlife!

Attached is a video of me waiting for a bus, to go to a hotel they put on for me. Because it took them 2 hours to work out I'd missed their stupidly timed connection and therefore missed the next THREE planes also going to my destination. Ridiculous. I hope that hotel charges you for what I did in their bathroom. If God let's Justice prevail, they will send you those towels to...

Hola como estan? Hoy les cuento lo que me paso a mi, mi familia y varios pasajeros mas. Me dirijo a ustedes con profunda indignación y hartazgo por la lamentable experiencia vivida con la aerolínea AVIANCA, que no sólo repite errores del pasado, sino que demuestra una falta absoluta de profesionalismo, respeto y empatía hacia los pasajeros.

El día de hoy 24 de junio, tomamos el vuelo desde Córdoba hacia Bogotá programado para las 7:35am. Sin embargo, por desperfectos técnicos de su exclusiva responsabilidad, el vuelo despegó recién a las 10:50, habiéndonos tenido más de 3 horas encerrados dentro del avión sin ofrecernos ni un vaso de agua, todo se cobraba aparte. Este retraso provocó la pérdida de nuestra conexión a Miami, afectando gravemente toda nuestra planificación de viaje.

La solución ofrecida fue inaceptable: un vuelo alternativo recién a las 23:00 horas, lo que implica una espera de más de 9 horas en el aeropuerto, incluyendo menores de edad, sin ningún tipo de comodidad ni contención. Ni siquiera se nos brindó acceso a una sala VIP, algo mínimo considerando la magnitud del problema generado por ustedes. Nos dieron tres “vouchers” simbólicos para almuerzo, merienda y cena, que no alcanzan para una comida decente y obligan a poner plata de nuestro bolsillo. Como si no bastara, la atención del personal fue pésima. La jefa de operaciones Carolina Arango nos dejó hablando solos, sin respuesta alguna, demostrando un nivel de desinterés y falta de respeto inadmisibles.

Y como si todo esto fuera poco, esta no es la primera vez que sucede: en julio 2023, en un vuelo de regreso con escalas, también sufrimos retrasos que nos hicieron perder dos conexiones. En esa oportunidad nos prometieron que “hagamos el reclamo que lo iban a solucionar” (palabras textuales del Sr. Camilo, quien nos atendió). Lo hicimos y, como era de esperarse, nunca recibimos ni una respuesta.

Esto ya no es un caso aislado, es una cadena de irresponsabilidades. Viajar con AVIANCA se ha convertido en una lotería donde lo más probable es que salgas perjudicado. Aviones defectuosos, maltrato, falta de asistencia, desorganización total y cero resolución de los problemas que generan ustedes mismos.

No sólo perdimos tiempo y dinero, sino que tuvimos que pasar horas tirados en una alfombra del aeropuerto como si fuésemos equipaje olvidado. La verdad que todo pesimo de esta aerolinea. Espero que les sirva al momento de tomar una decision y no volar...