We know flight delays and cancellations can be frustrating and disrupt your travel plans, but your safety is always our top priority. Rest assured, we’re doing everything we can to minimize disruptions and stay on schedule. If things don’t go as planned, we’ll do our best to assist you and get you on your way. Please include your mobile phone and email in your reservation so we can notify you of any changes, and we recommend downloading our mobile app for the latest updates.
Flight disruptions
Our commitment during schedule changes
Schedule change resulting in a time difference of more than 3 hours or a different calendar date
If we have to cancel or change a flight departure time by more than 3 hours, we can provide the following options:
- Cancel your reservation on the impacted flight(s) and refund your purchase to your original form of payment, OR
- Cancel your reservation on the impacted flight(s) and provide Avelo Cash (credit towards future travel on Avelo) for the fare along with an extra Avelo Cash incentive, OR
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare
Schedule change resulting in a time difference less than 3 hours
No compensation or special accommodations are offered for changes of less than 3 hours
Our commitment during delays and cancellations
Controllable events
Delays, cancellations, diversions or other service delivery failures due to causes within Avelo’s control (such as mechanical or Crewmember availability).
Delay 3 hours or less:
No compensation
Delay between 3 and 5 hours:
- $25 Avelo Cash per Customer on your reservation +
- Eligible to switch to next available flight at no additional cost OR
- Eligible to cancel and receive refund to either Avelo Cash or your original form of payment
Delay greater than 5 hours:
- $50 Avelo Cash per Customer on your reservation +
- Eligible to switch to next available flight at no additional cost OR
- Eligible to cancel and receive refund to either Avelo Cash or your original form of payment
Cancellation:
- $100 Avelo Cash per Customer on your reservation +
- Switch to next available flight waiving any difference in fare
- Hotel accommodations to non-local Customers
- If Avelo cancels or delays a flight overnight due to a controllable event, non-local Customers will be eligible for hotel accommodations up to $150 per flight reservation per qualified night
- If the next available flight time is not a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide Avelo Cash (credit towards future travel on Avelo) for the value of the unflown flight(s)
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment
Uncontrollable events
Delays, cancellations, diversions or other service delivery failures due to causes outside Avelo’s control (such as weather and air traffic control restrictions).
Uncontrollable delays regardless of duration:
No compensation or accommodations are required by law or provided
Uncontrollable cancellation:
- Switch to next available flight waiving any difference in fare
- If the next available flight time is not a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide Avelo Cash (credit towards future travel on Avelo) for the value of the unflown flight(s)
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment