Reservation #[protected] --- Ticket #[protected] On the night of Jan. 19, 2019 I arrived at the Aeropuerto Jose Joaquin de Olmedo in Guayaquil, Ecuador at approximately 11:30 pm. After waiting for my turn in line, I finally reached the counter. After handing the lady at the counter my documents, I was informed that I could not fly out to Miami. I informed the lady that I have double nationality, Ecuador/USA and handed her both my passports. My reservation showed my name to be Telma del Carmen Vargas Quiñonez, the name on my passport from Ecuador, and my passport from the USA showed my name as Thelma Vargas Cedeno, my married name. Both passports have photos obviously of me. I advised the lady at the counter that I had to travel Urgently. I had some matters to resolve in Miami and that I would be flying to North Carolina on the 22nd. as I had an appointment with the Secretary of State of North Carolina on the 25th. I had also reserved a car at the Miami Airport for two days. She said that it was impossible for her to issue me my boarding pass. She then gave me the number to the Call Center. I called them and explained the situation. They told me that it would take them 24 hrs to settle the matter and change the name on my boarding pass. I pleaded with the gentleman who took the call. He advised me to speak with the lady at the counter and explain that I have double nationality. I went back to the counter, explained the situation to the lady again and she still said no. I requested to speak to a supervisor and she said that she was the supervisor. She told me to come back in the morning and speak with someone in their office. By this time it was about 2:00 am. I was desperate and didn't know what to do. I had to take a taxi to one of my cousin´s house as I was all by myself, which can be very dangerous in this country. I live about 5 hrs from Guayaquil. That morning, the 20th, I went back to the airport and spoke with a gentleman in the office. He advised me that in order to do a name change on my ticket, which had cost $454, I had to pay more than $700 additionally. I was in shock. He was very rude and not very helpful. I asked why I had to pay so much more and he said because there was a new rate. I left the airport in shock. I immediately got online with despegar.com and quoted a ticket with Avianca for the 21st for $516. I don't understand why the gentleman at the airport said that I had to pay over $700 to fix my ticket. He could have told me to just purchase another ticket and it would have been cheaper. I proceeded to purchase a ticket with another airline as I don't want to fly with Avianca ever again. I have been traveling to the USA for 50 years and have never had any problems due to my double nationality. To this day, I still do not understand why the lady at the counter refused to issue me my boarding pass as I showed her both passports. At this time, I am requesting a refund back into my credit card for the ticket that was not used. Thanking you in advance for your kind and prompt attention to this matter. This email was sent to Avianca. This is their reply. Dear Ms. Vargas: A pleasure to greet toy again, Giving response to your comments regarding what happened back on January when you were flying from Guayaquil to Miami I share with you that, since you have both Ecuadorian and American nationality, despite we can in fact prove that the person flying is the same, according to the U.S Customs and Boarder Protection the ticket and boarding pass must match with the passport used to enter the United States; in that sense, given you put your single name at the moment for the purchasing and you intended to travel with your U.S passport which reflected your married name, we needed the name on the ticket to be changed. That said, since you bought a new ticket in order to comply with your travel plans, I share with you that since the ticket was bought through a travel agency (Despegar.com) you have to contact the agency so they can start the refund process with us; this taking into account that for security reasons, the money must be returned to the original payment method. Once the agency fill the refund request, the process on our part can take up to 30 days to become effective. If you need any additional assistance in this process, feel free to contact me. Kind regards, Juanita Falconi Relación con el Cliente| Avianca Avenida Calle 26 # 59 - 15 P8, Bogotá, Colombia Juanita.[protected]@avianca.com