Avianca cancelled flight and neither refund nor other flight provided

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Oct 20, 2019
Avianca cancelled my husband's flight during his check-in in Bogota, with the reason that his stay of 92 days was 2 days over the permitted 30days allowed for a tourist. They did not offer him an alternative flight (e.g. 2 days later, or to come back 2 days earlier), neither did they reimburse the ticket, even though it was refundable (for a fee of USD150). We have contacted them numerous times, complained, asked for reimbursement and apparently it has been rejected.
What to do next?
Oct 20, 2019
He was not flying home, but flying out and tried to change his ticket to come back two days earlier which would have been within the limit of the allowed 90 days. But as he was in the process of changing the ticket, the Avianca system cancelled the flight. And then they asked him to pay for a new flight for the same price as the original one. This can't possibly seem right?
May 1, 2018
Your narrative is very confusing. In your first post you mentioned his flight was cancelled at check-in, now you're saying his flight was cancelled while he tried to make a change (presumable) more than two days prior to the scheduled flight. We need to know when the flight was cancelled and what caused the cancellation.

Is it possible for your husband to personally post here for guidance? Trying to help when getting second-hand information is challenging and may lead to getting incorrect advice.

Neil Maley

Staff Member
Dec 27, 2014
New York
We need your husband to post here. We don’t advocate third party requests- we have a lot of questions that need to be answered directly. Please ask him to post so he can answer our questions - your post is confusing.
Jul 13, 2016
I think that perhaps the husband was marked as a no-show. He was at the counter trying to sort out the entry visa, and the computer locked him out at T-60. Thus the no-show and the "canceled" flight.
Hopefully the traveler will post and we can get a clearer picture.