This happened to my boyfriend’s mom and I’m honestly shocked. She booked a round trip with Avianca: SAP to SAL to YYZ, then back YYZ to SAL to SAP.
About a month later, Avianca emailed saying there was an adjustment on the return. Fine. New routing was YYZ to BOG to SJO to SAP, all same day. Annoying, but at least she knew.
She checked in through the Avianca app 24 hours before departure and the app generated all her boarding passes with no issues. She arrived at the Avianca counter in Toronto three hours early, checked her bags, and was given boarding passes again. No one told her anything had changed.
Only when she landed in Bogotá did she find out her itinerary had been changed again. Now it was YYZ to BOG, then overnight in BOG, then next day BOG to SJO to SAP. Zero notice. No email. No app alert. Not even a heads up at check in.
She was forced to stay overnight in Bogotá, which was never part of her plan. Avianca gave her a hotel voucher, but she had to pay for taxis, dinner, and breakfast herself. She filed a claim for reimbursement and Avianca denied it, blaming “extraordinary circumstances beyond our control” and saying schedules are always subject to change.
Sorry, but how is it acceptable to add an overnight stop without informing the passenger at any point? Not by email, not in the app, not at the airport. Absolute mess.
Never flying Avianca again.
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