Dear Mods, this is my first proper post so please let me know if this infringes on any board rules.

Had quite the experience changing flights on my LM ticket. Hope this resource will be helpful and encourage others to share tips as well.
To those who I have the honour of sharing this nightmare with, please do share your experience.

First, this only applies to INVOL (i.e. when airline cancels your flight).
I don't know how strict the rules are with voluntary changes, but presumably stricter with miles/tax difference and the usual drill.
Pay attention to the "Booked a flight" section at https://www.avianca.com/us/en/experi...asflexibilidad to see if flexibility measures apply to you.

Second, the experience here involves schedule changes (i.e. cancellations far ahead of departure).
If the departure date is near, agents at the airport/canceling airline may be able to better serve you (this generally applies to t-48/t-24).


OPTIONS

Now, if you are lucky to have a flight cancelled, here are your options for a LM ticket:
1. Refund miles and taxes less the $25 *A booking fee (if applicable) - INVOL call centre offered to negotiate with LM on my behalf, untested (contact listed below)
2. Rebook (nightmare)


CONTACT

-Whatsapp +57 3114006797

The agents here are generally clumsy. Wait times are around 2h after 04:00 Bogota time.
They may offer help, but complicated scenarios are generally best left to those at the call centre.


-Phone +001 800-284-2622

Talking to a human may be stressful, having the same agent after you HUCA may be embarrassing and problematic if they leave weird notes on your booking,
they may be hard to hear with all the muffled signals and everything, but they still seem to be your best shot at getting anything done.
Those at the call centre below are still your best shot at reissuing your ticket.

Select language (the following procedure applies to 2/English, your experience may vary),
(optional) enter LM number, and select 2 for changing flights, then 1 for INVOL cancellations.

Unfortunately, the hold times are very long. Thankfully, the number is toll-free, so the long hold will not cost you much.
VoIP may be useful here as well. Consider the time in Bogota when calling to get your call through quicker, normal office hours and common sense applies.


HARD RULES

While AV agents can be inconsistent, I have found them to be rather consistent with some rules:

a. They will only reissue your ticket. The rebooking has to be done by the partner airline (if flight is not cancelled by AV).
b. New ticket can only have connections (i.e. flights within 24 hours of each other).

(a) is really problematic. From what I understand, the airlines that issue your ticket should be the one modifying it in the event of a schedule change.
You WILL have a hard time convincing a partner airline to change the booking for you. You will also need award space on your new flights.

The following may help persuade them:

A. set up a conference call with AV agents and the partner's agents and have them work it out
B. stress that you only need the partner to rebook the ticket and AV has agreed to issue the changes,
you just need them to change the itinerary/add flights/confirm the spaces etc.
C. have the new itinerary ready with award spaced verified beforehand so you can just feed them the new flights

Remember that they don't have to do this for you. This is AV's responsibility and not theirs.
So be very, very, extra nice, and be sure to thank them for the favour.


SOFT RULES

AV may also tell you the following:

i. The new flights can only be on the same airline as the original.
ii. The new flights must maintain original routing.
iii. The trip duration (from origin to destination) has to be maintained.
iv. The class of service needs to be maintained (i.e. downgrades not allowed)
v. The lockdowns around the world are preventing them from reissue tickets. Contact again when world reopens. (disregard this, try somebody else)

If you can, doing so would make reissuing easier. If you cannot, don't fret. These rules are not consistently applied.
HUCA (try another agent) and you may have better luck getting it issued.
Telling them about what previous agents have said may also help.
If you find an agent who is lax about these rules, it may pay to hold them on the line by stalling for time or other means while you make the changes they ask you to.


SUCCESS

Don't relax yet. Once your ticket is reissued, you should receive an email with the new itinerary and a new ticket number. If you didn't, then double check the booking.
A confirmed space means nothing if you don't have a valid ticket. It will just be voided before you board. A check now will save you quite some time and hassle later.

Lastly, best of luck to all who are reading this. You will probably need it.


MISC

The AV manage my booking page seems to have an American Express logo next to the site header.
Potentially useful way to check booking since Saudia's site won't load 134 tickets?

The AV site does not seem to offer receipt download. That's one way of checking your e-ticket gone.

AV agents are generally inconsistent. That said, they are still only on a job.
Keep that in mind when you are mad at them for being a royal pain in the butt.
Try not to take it out on them.