Questions and Answers

Hi, I was given by Avianca an EMD (voucher) after a cancelled flight worth a significant amount of money.

I called their call center to use the EMD to purchase Life Miles, before the 2x promo expires later today, however they would not let me use the EMD through the call center, instead claiming that I could only do this at an Avianca office (of which there are only 3 in the US).

Here is the full English text on the EMD: (see also attached)

I think I could reasonably be led to believe when i accepted this compensation that I’d be able to use it to buy LifeMiles online (otherwise it has little value to me, being from the US). Am I missing something?

This seems pretty dishonest to me. Any mode of recourse you’d suggest?

Hi adama… I don’t think you actually attached anything. Could you repost so we can help?

It’s my understanding that vouchers are meant for ticket purchases only, but I’ve never personally gotten one from Avianca….

Sorry, spoke too soon. Per Avianca website, you should be able to purchase LifeMiles.

[URL]http://www.avianca.com/ec/en/travel-information/other-services/compensations[/URL]

I assume it is your name on the voucher? Maybe it is worth hanging up and trying again for a different agent?

Here is the full English text from the voucher. Thought I attached a .jpg but this should suffice.

“Dear Costumer,
This is an electronic coupon named EMD (Electronic Miscellaneous Document), that the company operating the flight delivers to you as a payment of a compensation that represents a specific amount which may be used as a mean of partial or total payment to Aerovías del Continente Americano S.A. (Avianca), or Taca Internacional Airlines S.A. (Taca), or Líneas Aéreas Costarricenses S.A. (Lacsa), or Transamerican Airlines S.A. (known as Taca Perú) or Aerolíneas Galápagos S.A. Aerogal, (the integrated companies) of:

– Air tickets tariffs.
– Tariff difference or penalty for changing a ticket.
– Purchase of businees class up grade.
– Baggage excess .
– Special services.
– Purchase of LifeMiles.
– Up to 30% of the price of
– Administrative fee for ticket issuance (Applies for Europe only)

To redeem this coupon please take into account that:
– It may be redeemed through the Call Center (only in the name of the holder) or at Avianca¿s direct sales offices, presenting your coupon and identification document. It may not be redeemed at travel agencies or on the website.
-To transfer this EMD you must present a copy of the identification documents of the holder (assignor) and third party (assignee), as well as the EMD signed by the two parties. The presence of the holder is not required.
-If the value of the EMD is expressed in a currency different to the redemption currency, the conversion will be in the local currency of the country of redemption, using the current exchange rate, that applies for sale of tickets.
– If there is a positive balance a new compensation will be issued in the name of the original holder of the EMD and it shall be governed by the same conditions and validity as the initial compensation.
– The person under whose name this coupon is issued is responsible for its safety and good use, the airline issuing the EMD is not responsible for its loss or improper use.
– In case of loss or if you have any question or doubt please call Avianca¿s local customer service line.

Restrictions on use of this coupon:
– From the date of issuance you will have one year to redeem.
-It is not redeemable in cash.
-It can not be used to purchase Avianca Store products. It can not be used in Avianca Brasil.
– Una vez se acepte esta compensación no habrá lugar a solicitar su cambio por otro tipo de compensación.
Prueba de entrega, aceptación de condiciones y renuncia:
La expedición y envío de este EMD, en forma física o electrónica, por parte del operador del vuelo y el recibo de la misma por parte del Cliente, implica el pago por el operador de la compensación por la falla en el servicio de transporte en relación con el vuelo al que el EMD se refiere, sin aceptación de responsabilidad legal para el operador; así mismo, es prueba de que el Cliente acepta que el EMD pueda ser utilizada dentro de las actuaciones administrativas o judiciales como prueba del pago de la compensación y de la renuncia de parte del Cliente de su derecho a intentar cualquier otra acción frente a la compañía operadora del vuelo , a sus compañías integradas, a sus compañías afiliadas y subsidiarias, a los empleados de unas y otras y a los agentes y aseguradoras , por los eventos por cuenta de los cuales se hace el pago.
Once this compensation is accepted, no changes for another type of compensation may be requested.

Proof of delivery, acceptance of conditions and waiver :
The issuance and delivery of this EMD, either physically or electronically, by the company operating the flight and the receipt thereof by the customer, implies payment of a compensation by the operator for the service failure ias in respect of the flight to which the EMD refers, without acceptance of legal liability by the operator; it also is a proof that you agree that the EMS be used in administrative or judicial proceedings as proof of payment of the compensation and of a waiver by the customer of its right to attempt any action against the company operating the flight , its integrated companies, its affiliated and subsidiary companies, employees of each other and to their agents and insurers, for any events on account of which payment is made.”

Yes, my name is on the voucher.

I have unfortunately already called twice, asked to speak to a manager, etc. They just tell me that they understand what I am saying but there is nothing they can do. The language in the voucher seems very clear to me, so I’m really confused about how they can do this.

After 45 mins on the phone they basically just told me go to an Avianca office (which I can’t) or file a complaint on their site (which definitely won’t get addressed until the 2x miles promo is gone, and probably won’t amount to anything anyways). Great options lol.

Yep, I’m out of ideas lol

Avianca is kinda notorious for their call centers. Someone else may be able to chime in with more experience.

[QUOTE=”adama, post: 31873, member: 3226″]Yes, my name is on the voucher.

I have unfortunately already called twice, asked to speak to a manager, etc. They just tell me that they understand what I am saying but there is nothing they can do. The language in the voucher seems very clear to me, so I’m really confused about how they can do this.

After 45 mins on the phone they basically just told me go to an Avianca office (which I can’t) or file a complaint on their site (which definitely won’t get addressed until the 2x miles promo is gone, and probably won’t amount to anything anyways). Great options lol.[/QUOTE]

Adama, did you ever get a solution? I’ve found myself in a similar situation.