I have received terrible customer service. This is unacceptable. I was guaranteed a reimbursement for my travel to and from home from JFK after a completely mishandled night of customer service. My flight was supposed to leave on January 5 at 10:30 PM AV531. We were kept at the airport without any information until 5:30 AM in the morning. We were not informed if there was a plane, a flight, and we weren't offered any services. The attendants didn't have any means to update us on what was going on and didn't allow us to leave. At 5:30 in the morning, we were informed that the flight had been canceled. Because people we're outraged, someone came in and took control. They couldn't inform us when the next flight would be and couldn't offer a hotel because they were all booked. Instead, they told us that we could return back home or visit friends while we awaited information on the next flight. I decided to go home only on the condition that I was reassured and guaranteed that the airline would reimburse me for my expensive travel. After traveling an hour home, I was informed two hours later that the flight had been rescheduled for 3. I took another expensive cab back to the airport. At the airport, no one was at the checking gate. When the attendants arrived they had no means to organize and prioritize passengers whose flights were leaving promptly. We spent an hour waiting for them to create a system. When I tried to get a refund at the desk, they informed me that attendants in the gate would aid me. When I got to the gate, the attendant told me I had to do that at check in. When I asked if I could do it afterwards, they reassured me that I would be able to get my reimbursement. My reimbursement request has been denied and I have been fighting via email with the airline for over a month! I have been unable to connect to a person and get the reimbursement I was promised. Claim 8622211 - ticket 8409674: LA531 at JFK to Lima Completely horrendous customer service and terrible organization!