Customer service commitment

Our Crewmembers at Avelo Airlines embrace a soul of service; meaning at our core we all are empowered to take the best care of Customers. We know you have places to go and lives to live, and our goal is to make air travel smoother and simpler so you can focus on what is important to you. Our commitment to a caring travel experience is shown below in our 12 Keys of Caring.

1. Offer the lowest available fare.

For lowest online fares, go to aveloair.com or our mobile app. If you purchase in advance at our airport locations, depending on your desired travel dates and seat availability, somewhat lower fares may be available. Fares purchased by calling our Customer Support Center may be somewhat higher than our online fares.

2. Notify you of known delays, cancellations, and diversions.

We commit to making every reasonable effort to contact you with accurate, up-to-date flight information. If there is a change in the status of your flight, such as a delay, cancelation or diversion, on the schedule day of your flight or within the preceding 7 days, we will contact you within 30 minutes of becoming aware of the change. We will request your email and mobile phone number when you book your reservation at aveloair.com and on our mobile app.

3. Deliver bags on time.

Our goal is to have your checked bag on the same flight as you and return it to you promptly at your destination. If for some reason, your bag does not arrive on your flight, Avelo will make every reasonable effort to return it to you within 24 hours.
If your checked bag does not arrive on your flight, report your delayed bag to an available Crewmember or call our Customer Support Center at (346) 616-9500. We will trace your bag and provide you with regular updates on your bag’s status. We will get you on your way as quickly as possible and reimburse reasonable expenses you incur due to the delayed bag. We will also reimburse the checked bag fee paid if the bag is delayed.
Please place your contact information (name, address, phone number and email address) on the inside and the outside of all checked bags and carry-on items. For any unclaimed checked bags, we will make every effort to contact you. We strongly recommend you pack important items such as medication, keys, passports and anything of significant value (electronic devices, computers, cameras, jewelry, etc) with you in your carry-on item.

4. Accept reservation cancellation without penalty within 24 hours of booking

If you cancel your travel on Avelo within 24 hours of purchase, we will provide a full refund to the original form of payment if the purchase was made at least 7 days (168 hours) prior to the scheduled flight departure time. For other reservations, you may cancel and receive Avelo Travel Funds that can be redeemed toward a future Avelo flight. You can change or cancel your flight up until 15 minutes before your scheduled departure time. To cancel a reservation call our customer Support Center at (346) 616-9500.

5. Provide prompt refunds.

When a refund is due, it will be provided within 7 business days of receiving a completed refund request for credit or debit card purchases, and within 20 days for other types of purchases. Refunds for credit or debit card purchases will be credited back to the original form of payment. The fastest way to submit your refund request is by calling our Customer Support Center at (346) 616-9500.

6. Accommodate Customers with disabilities or special needs.

We are dedicated to safely meeting the travel needs of each of our Customers, including those with disabilities and other special needs. We provide information for travelers with disabilities or special needs at our check-in counters and gates, and through our Customer Support Center at (346) 616-9500.

We invite Customers with disabilities or special needs to visit our Special Services page where detailed information is available to help you plan your travel.

7. Meet your essential needs during tarmac delays.

We always try to avoid extended on-board delays, but weather, air traffic control requirements, and many other circumstances beyond anyone’s control can sometimes cause a lengthy delay prior to takeoff or upon landing. In these cases, we commit to providing you timely information on a regular basis. Safety and security conditions permitting, we will also provide for your essential needs (including those of Customers with disabilities or special needs), including food, water, operable restroom facilities and access to medical treatment. Please see our Tarmac Delay Plan for full information.

8. Treat Customers on overbooked flights fairly and consistently.

Unlike many airlines, Avelo does not overbook flights – we do not intentionally sell more seats than there are in the aircraft. Nevertheless, if one of our flights ends up with more Customers than seats, we will solicit volunteers to give up their seat. As a thank you, we will provide volunteers with alternate travel arrangements and Avelo Travel Funds usable toward a future Avelo flight. We will always try to find enough volunteers so that no Customer is denied boarding involuntarily.

In the event there are not enough volunteers, Customers who checked in last may be denied boarding involuntarily. If this occurs, we will give you a written statement explaining your rights and how we determine boarding priority for an oversold flight.

9. Disclose cancellation policies, aircraft seating configuration and lavatory availability.

We provide detailed information about our products, services, aircraft configurations and standards on our website:

a. Cancellation Standards
b. Aircraft configuration, including seat width, pitch ranges and lavatory availability.
c. All sales and travel on Avelo are subject to our Contract of Carriage.

This information is also available by calling our Customer Support Center.

10. Provide timely notification of changes to your flight.

In the event a schedule change impacts your future Avelo travel, we will promptly send you an email to notify you of the change. If we do not have your email address, we will try to call or text you.

If the new departure or arrival time significantly differs from what was previously scheduled, you will have the option to select the revised itinerary or cancel your reservation without penalty and receive a refund to the original form of payment.

11. Respond to your concerns and feedback.

We value your feedback including compliments, complaints, suggestions and questions. You may contact us three ways with your feedback.

  1. Email us at support@aveloair.com
  2. Call us at (346) 616-9500
  3. Write to us at:  Avelo Airlines
    Customer Care
    3262 Westheimer Rd, #879
    Houston, TX 77098

We will acknowledge receipt of written complaints within 30 days, and we commit to provide a substantive written response within 60 days of receiving the correspondence (30 days if the complaint relates to a disability matter).

12. Mitigate Customer inconvenience during irregular operations.

Operating every flight safely and on time is always our goal. Sometimes, events beyond our control prevent safe operation as scheduled and may even require flight cancellation. To minimize inconvenience to you, we provide the following assistance in the event a flight is delayed significantly, canceled, or diverted:

• Rebooking on the next available Avelo flight to your destination at no additional cost.
• Issuing a refund or Avelo Travel Funds for the unused portion of your Avelo reservation upon request. We are not able to rebook on other airlines or compensate for any fare difference.

Controllable Situations such as certain flight delays may happen on occasion, which we truly regret. We will do everything we can to find space for you on the next available Avelo flight and get you to your destination safely. If a Controllable Situation causes you to require overnight accommodation away from your home, we will provide nearby hotel accommodations to the best of our ability. Controllable Situations are defined as extended delays, diversions, cancellations or service delivery failures due to causes within Avelo’s control (such as mechanical or crewmember issues).

Uncontrollable Situations may also interrupt your travel on Avelo. We will do our best to safely get you to your destination by offering you accommodation on the next available Avelo flight at no additional cost. Uncontrollable Situations are defined as extended delays, diversions, cancellations or service delivery failures due to causes outside of Avelo’s control (such as weather and air traffic control restrictions).

Avelo has established this Customer Service Commitment in accordance with U.S. Department of Transportation regulations. For specific terms and conditions of travel, refer to the Avelo Contract of Carriage.