I'm trying to go on a trip with my partner to a Latin American country.

I had travel credit from travel plans that were disrupted by the pandemic. It said it was a "voucher" which I would assume meant just credit with the airline.

The trip I am now planning to take is less per person than the original flight I was going to go on alone. So I hoped I could use some of it toward my partner's ticket, since mine was completely covered. But they told me I could only use it for a flight or other services for myself. (I actually got different answers about this each time I called, but when it was time to actually book the ticket, they wouldn't let me use it toward my partner's ticket.)

However, since I didn't use all of my credit, they said they would send me a voucher for the difference that would not expire for another year. One person told me I could use that credit toward my partner's ticket, which just seems silly because the end result would be the same, but I was going to do that as a workaround.

Yet once again I've received contradictory information, as the last person I spoke with told me that this was not possible, I could only use that new voucher for flights or other services for myself.

Does anyone know if this is actually accurate, or should I ask to speak to a manager/supervisor about this?

And any other tips about dealing with Avianca right now? It seems like a mess. Their staff don't seem to be on the same page about what their policies are, and when choosing the line for English they are not fluent enough to communicate easily. I actually speak a fair amount of Spanish and sometimes I just go into Spanish and it helps, but then there can be misunderstandings as well.