I purchased a fully-refundable business class ticket with Avianca in January. In February, I cancelled and requested the refund. It has been 6 months now and they have not refunded it. Customer service has 'no way to contact the refund department' and nobody will do anything or knows anything. It has been 6 months and still no refund! Note that this was NOT a ticket impacted by covid - this was before any of that. Avianca appears to be simply not paying any bills! User's recommendation: Do NOT purchase refundable tickets and expect to ever be able to get a refund.