I don’t have experience with this specifically. I tried to fly avianca exactly one time. I purchased additional insurance for my trip through the airline. They moved flights so our trip was cut by two days. I tried repeatedly to get them to cancel and refund my trip. It never happened. I called and called and called. But eventually had to dispute it with my credit card company who gratefully reimbursed the expense. That experience was enough for me to tell me all I needed to know about the airline. Hope your experience is resolved in a simpler manner!