PetMate

Very disappointed with Avianca Peru’s communication.

After losing my wallet on a flight, I was informed via WhatsApp that it had been found, and I was extremely grateful.

Since I live 3 hours from the airport, I asked if someone else could pick it up on my behalf. I was initially told that it would be fine as long as they presented ID. My representative then waited at the airport for 6 hours, only to be told he needed a letter of authorization.

I immediately sent the letter. After that, I was told that no — I personally had to pick it up and sign for it.

If this had been clearly communicated from the beginning, I would have made the proper arrangements. Instead, the lack of clarity and inconsistent information resulted in unnecessary travel and hours of wasted time.

There needs to be clearer communication and consistent procedures so customers can plan accordingly.

I hope Avianca reviews this situation and improves the process for future passengers.

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