This thread (and especially the Wiki) is fantastic and I felt ready to make a call that I really didn't want to!

I tried my luck yesterday with cancelling an award and was able to get all the way through the process with the agent to entering my PIN in the automated system. My PIN was confirmed and the agent came back and said she would transfer me to the system to enter my card info. I was on hold for about five minutes and then the call disconnected.

I tried again today and got all the way through to entering credit card info into the system. The agent put me on hold but came back almost 10 minutes later with the bad news that my card was declined. He said they'll try again and if they aren't successful that someone will send me an email to contact support.

I usually use virtual account numbers whenever I do business with Avianca because there's less chance of rejection but didn't this time because I didn't know if they would process the charge right away - the numbers are only good for 15 minutes (I think). I'll wait to hear from "Support" before trying that method next.