Asiana

Recent traveler reviews for Avianca highlight a mixed experience, often reflecting the airline's transition and operational model, which some liken to a budget carrier.

What Travelers Love:

• Good Value for Base Fare: Many travelers appreciate Avianca's competitive base fares, especially when traveling light without extra baggage.
• Extensive Network: The airline offers a broad network of direct flights, connecting many U.S. and Latin American cities, including direct routes to Europe, which helps passengers avoid layovers.
• Friendly Onboard Staff: Flight attendants are frequently described as generally friendly, helpful, and bilingual.
• Business Class Comfort (Long-haul): The long-haul Business Class, particularly on Boeing 787 Dreamliners, is praised for comfortable lie-flat seats and overall amenities, known as Insignia Business Class.

Common Complaints:

• Extra Fees for Everything: A pervasive complaint is the prevalence of additional fees for services such as carry-on bags, checked luggage, and even in-flight water or coffee on some routes, leading to an often higher-than-expected total cost.
• Uncomfortable Seating (Economy/Short-haul Business): Seats, even in "Premium Plus" or narrow-body Business Class, are often criticized for being small, having limited legroom, and not offering the expected comfort of a premium cabin.
• Poor Customer Service (Ground & Call Center): Numerous reviews highlight unhelpful, rude, or non-existent customer service from ground staff and call centers, particularly when dealing with flight changes, delays, or cancellations.
• Inconsistent Service & Delays: Travelers report variability in service quality, particularly on domestic and regional flights, along with frequent delays and cancellations, sometimes with inadequate communication or support.

Overall sentiment suggests that while Avianca offers an extensive network and can be good value for its base fare, especially for minimal baggage, the experience is often marred by unexpected extra costs, uncomfortable seating in lower classes, and significant issues with customer service during disruptions. The long-haul Business Class generally provides a more positive experience.