We’re here to help. If your questions about special services and assistance are not answered on this page, please contact us.
We’re here to help. If your questions about special services and assistance are not answered on this page, please contact us.
Customers with disabilities are not required to provide advance notice of the need for assistance; however, doing so helps us better prepare for those who will need our help. You will have the opportunity to proactively notify Avelo of any specific disability-related needs during and after booking.
When booking a new reservation on our website, you may use the “Wheelchair Assistance” and/or “Special Assistance” links on the Add-ons page to indicate you require assistance. When booking online, there is a link (identified with a question mark) that directs you to the details of our policies for assisting travelers with disabilities. After you have selected your option(s), you can proceed to scroll down and complete the booking process.
If a reservation has already been created, simply click on the “Change/Cancel” link located on the top of our home page and then input the required information. From that page, click on the “Add-ons” link and then use the “Wheelchair Assistance” and/or “Special Assistance.” Once you’ve added your option(s), click “Save” and the information will be saved to your reservation.
When booking a new reservation on the mobile website or mobile app, you may use the “Wheelchair Assistance” and/or “Special Assistance” links on the Add-ons page to indicate you require assistance. After selecting your option(s), scroll down to complete the booking process. If a reservation has already been created, simply look up your reservation by clicking on “Change/Cancel”, which can be found in the navigation drawer. From there, click on the “Add-ons” link and then use the “Wheelchair Assistance” and/or “Special Assistance.” Once you’ve added your option(s), click “Save” and the information will be saved to your reservation.
You can also advise us of any disability-related travel needs at the time of booking by telephone or, if a reservation has already been made, by calling our Customer Support Center at (346) 616-9500 prior to travel.
We recommend arriving at the airport no later than the recommended airport arrival time. If traveling with a power wheelchair and we need to prepare the wheelchair for stowage, we may ask the customer to relinquish their power wheelchair up to an hour in advance of departure. In this case, the customer will be transferred to an airport wheelchair until boarding begins.
If traveling in a group of 10 or more customers who use wheelchairs, please advise us at least 24 hours in advance by calling our Customer Support Center at (346) 616-9500 so that we can ensure adequate staffing and room in the cargo compartment of the aircraft for the wheelchairs.
Avelo standards and procedures are developed in accordance with 14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel. Every airport is staffed with trained complaints resolution officials (CROs) who have received training and are knowledgeable of the regulations ensuring accessible travel for customers with disabilities. You have the right to request to speak with a CRO, and we will promptly provide a CRO either in person or over the telephone.
You may obtain a copy of this part in an accessible format from the Department of Transportation by any of the following means:
This Bill of Rights describes the fundamental rights of air travelers with disabilities under the Air Carrier Access Act.
For more information, please visit: https://www.transportation.gov/airconsumer/disabilitybillofrights.
Avelo cannot guarantee an allergen free environment aboard our aircraft. Items are not removed from aircraft to accommodate a Customer’s allergy to a particular food, substance, or chemical. A variety of snacks are served on board many flights, including products that may contain peanuts or other nuts and Avelo does not attempt to prevent other Customers from bringing similar snacks with them. A “peanut-free” or “chemical-free” environment cannot be provided to Customers on board the aircraft. Customers are advised to consult a healthcare professional regarding the risks of on board exposure to any allergen.
Customers with disabilities are not required to provide advance notice of the need for assistance; however, doing so helps us better prepare for those who will need our help. You will have the opportunity to proactively notify Avelo of any specific disability-related needs during and after booking.
When booking a new reservation, you may use the “Wheelchair Assistance” and/or “Special Assistance” links on the Add-ons page to indicate you require assistance. When booking online, there is a link (identified with a question mark) that directs you to the details of our policies for assisting travelers with disabilities. After you have selected your option(s), you can proceed to scroll down and complete the booking process.
If a reservation has already been created, simply click on the “Change/Cancel” link located on the top of our home page and then input the required information. From that page, click on the “Add-ons” link and then use the “Wheelchair Assistance” and/or “Special Assistance.” Once you’ve added your option(s), click “Save” and the information will be saved to your reservation.
When booking a new reservation on the mobile website or mobile apps, you may use the “Wheelchair Assistance” and/or “Special Assistance” links on the Add-ons page to indicate you require assistance. After selecting your option(s), scroll down to complete the booking process. If a reservation has already been created, simply look up your reservation by clicking on “Change/Cancel”, which can be found in the navigation drawer. From there, click on the “Add-ons” link and then use the “Wheelchair Assistance” and/or “Special Assistance.” Once you’ve added your option(s), click “Save” and the information will be saved to your reservation.
You can also advise us of any disability-related travel needs at the time of booking by telephone or, if a reservation has already been made, by calling our Customer Support Center at (346) 616-9500 prior to travel.
Wheelchair assistance is available from the airport curb to/from the gates. Note: Because we have no means to identify customers who require assistance on sight, you will need to identify yourself upon arrival at the airport, at any connection points, and upon arrival to their destination.
Escort assistance is available from the airport curb to/from gates and between gates for connecting flights. Additional information is available regarding our accommodation of customers who are blind or have low vision and customers who have cognitive disabilities.
We encourage our customers to direct Customer Service Crewmembers on how best to perform the lift and transfer. A small wheelchair that can fit down the aircraft aisle can be made available at the gate if you provide the request at the time of booking and the flight departure is at least 48 hours from then.
When booking a new reservation, you may use the “Special assistance” area on the Add-ons page to indicate you or someone in your party is blind or has low vision. After selecting your option(s), click “Next” and complete the booking process. If a reservation has already been created, simply click on the “Change/Cancel” link located on our home page. Then, input the required information, and select “Submit.” From that page, click on the “Add-ons” link. Once you’ve added your option(s) from the “Special assistance” area, click “Save” and the information will be saved to your reservation.
You may also advise us of any disability-related travel needs at the time of booking by telephone or, if a reservation has already been made, by calling the Avelo Customer Support Center at (346) 616-9500 prior to travel.
We ask that customers who are blind or have low vision and require assistance identify themselves and the type of assistance they require upon arrival at the airport, at the gate, on board the aircraft, and at the destination.
Each aircraft has a Braille Safety Information booklet available overlaid with large print. Ask a Flight Attendant once onboard the aircraft if you would like to review this briefing card.
Before departure we may ask a Customer to check-in their power wheelchair. The Customer will be provided an airport wheelchair until boarding begins. Power wheelchairs and scooters will be safely stowed in the cargo compartment. The cargo bin doors measure 33” x 48”.
We’ll accept your wheelchair or other assistive device in addition to your checked baggage allowance at no additional charge. We accept all types of wheelchairs and scooters, including folding, collapsible, non-folding, manual or powered. Excess, oversized and/or overweight baggage charges may apply for checking additional wheelchair(s) that are used for recreational purposes.
Your wheelchair can be checked at the ticket counter and/or gate. If you’re traveling with a battery-powered wheelchair or other similar mobility device, you should arrive at the airport an hour before the published airport check-in processing time for your departure airport. This gives us ample time to ensure proper handling of your equipment. Our ground Crewmembers always look for written instructions when loading and unloading wheelchairs. You can create your own or fill out our wheelchair information form and attach it to your chair. We will only take off the removable pieces of your wheelchair if you give us permission to do so in your written instructions.
Customers who identify themselves for preboarding have priority to have their folding wheelchair stowed onboard upon request. All of Avelo’s aircraft have adequate space to accommodate at least one adult-sized wheelchair.
Your manual wheelchair can be checked for stowage in the cargo bin at either the ticket counter or gate. Please provide as much information about your wheelchair as possible to our employees so they can properly handle and load it. Detachable items such as seat cushions, removable sideguards and footrests can be carried in the cabin or tagged and stowed with the chair in the cargo bin.
Powered equipment will not be disassembled and the batteries will be left attached whenever the scooter and/or wheelchair will fit upright through the aircraft bin door. If the size of the aircraft bin door prohibits this, airport personnel may ask you for instructions on how to disassemble your equipment. It is helpful to have the assembly/disassembly instructions with you, along with the type of battery used.
Batteries on powered equipment will remain attached whenever the scooter and/or wheelchair will fit upright through the aircraft bin door. Batteries must be identified as spillable, non-spillable or lithium ion so the ground staff can establish proper dangerous goods handling. Dry cell and gel cell batteries are considered non-spillable and fewer handling requirements are necessary. It is helpful if you have this information ready and available for our employees. Battery packs showing cracks and/or damage will not be accepted for transportation.
Spillable battery
Wet cell batteries are considered spillable, and special preparation must be made before being transported by air. The battery will be accepted for transportation if the following conditions are met:
Non-spillable battery
Dry cell and gel cell batteries are considered non-spillable, and fewer requirements are necessary for their air transportation. If your wheelchair or mobility aid is powered by a non-spillable battery and can be stowed upright in the cargo bin of the aircraft, the battery should not need to be removed providing the following:
Lithium ion battery
Lithium ion batteries are classified independently of other battery types. Lithium batteries may overheat and ignite in certain conditions and, once ignited, may be difficult to extinguish. Lithium batteries are considered a hazardous material for which the following restrictions apply:
The watt-hour rating is a measure by which lithium ion batteries are regulated. If you are unsure of the watt-hour rating of your lithium ion battery, contact the manufacturer of your device. Lithium ion batteries manufactured after January 1, 2009, are required to be marked with the watt-hour rating.
Spare or loose lithium batteries must be carried on. Spare batteries must be effectively protected against short-circuiting by:
Learn more about traveling safely with batteries on the FAA’s PackSafe page.
When booking a new reservation, you may use the “Special assistance” area on the Add-ons page to indicate you or someone in your party is deaf or hard of hearing. After selecting your option(s), click “Next” and complete the booking process.
If a reservation has already been created, simply click on the “Change/Cancel” link located on the top of our home page. Then, input the required information, and select “Submit.” From that page, click on the “Add-ons” link. Once you’ve added your option(s) from the “Special assistance” area, click “Save” and the information will be saved to your reservation.
You may also advise us of any disability-related travel needs at the time of booking by telephone or, if a reservation has already been made, by calling the Avelo Customer Support Center at (346) 616-9500 prior to travel.
We ask that Customers who are deaf or hard of hearing and require assistance identify themselves and the type of assistance they require upon arrival at the airport, at the gate, onboard the aircraft, and at the destination. If a Customer identifies his/her needs to our Customer Service Crewmember at the departure gate and to our Customer Service Crewmember once onboard the aircraft, we can be sure to establish an acceptable means of communication. We will ensure that the Customer has prompt access to the same information provided to other Customers in the gate area and onboard the aircraft (e.g., boarding and baggage claim information, schedule changes, flight safety information, etc.).
We strongly suggest that all medication be packed in a carry-on bag or personal item. Assistive devices (including medications) needed for a disability do not count toward bag limits (carry-on or checked), provided the assistive devices are packed separately from other personal items. If you opt to check assistive devices in your luggage, please inform the Customer Service Crewmember upon checking in that such items are contained inside the checked bag. If your carry-on is checked because of space constraints, we suggest you remove the medication from your bag and keep it with you.
Needles/syringes used to inject medications are permitted past the security checkpoint as long as you have in your possession the medication that requires the use of a needle/syringe.
Please alert a Customer Service Crewmember if you use a needle/syringe while onboard so we may provide you with access to a disposal container.
Concerns about transporting medication or medical supplies through a security checkpoint can be verified using the Transportation Security Administration (TSA) standardized security screening procedures on the TSA website.
Our aircraft are not equipped with refrigerators.
You must meet the following POC requirements before boarding the aircraft:
Avelo Airlines does not have electrical outlets onboard the aircraft for commercial product use. The POC may only be used in its battery-operated mode.
You must have a sufficient number of fully charged batteries to cover no less than 150% of the expected maximum flight duration, which is based on the scheduled flight time and factors such as weather conditions, traffic delays, and any other conditions that may delay travel. We recommend carrying at least one extra battery. Extra batteries must be packaged for carry-on in a manner to prevent a short circuit. Battery terminals must either be recessed or packaged to prevent contact with metal objects, including terminals of other batteries. Extra batteries must be carried on and cannot be inside of checked luggage.
You may transport a POC that has not been approved for use inflight but cannot use the device onboard. Although not required, we encourage you to bring documentation specifying you will not need the device inflight. If you are not planning on using a POC during the flight but our crewmembers have reason to believe that oxygen may be required to complete travel, additional medical documentation requirements may apply.
In accordance with FAA Safety Regulations, a customer using an approved POC must be seated in a seat closer to the window than any other travelers in that row. In many situations, the customer using the approved POC must be seated in a window seat to comply with the safety regulations. Consistent with federal safety regulations, a POC that will be used inflight must be able to fit completely under a seat in a space that is 14″L x 9″W x 9.5″H (35 cm x 22 cm x 24 cm).
Per FAA Safety Regulations, a customer using a POC may not occupy an emergency exit seat or a seat in the first row (bulkhead).
Approved POCs that will be used during any phase of flight should be stowed completely underneath the seat in front of the customer using the POC.
No maximum weight applies to POCs except in the following situations:
All Avelo aircraft incorporate movable armrests, except for the row at the front of the aircraft, Row 1 Seats C and D.
The Transportation Security Administration (TSA) is responsible for the screening process to ensure the security of the traveling public. Customers with disabilities are subject to no more and no less security screening than any other individual. TSA Cares is a helpline that provides travelers with disabilities assistance during the security screening process. Please visit the Transportation Security Administration (TSA) for more information.
Avelo welcomes trained service animals. A fully trained service animal is individually trained to perform a task(s) or work for a person with a physical and/or mental disability. Only dogs are accepted as trained service animals.
If traveling with a trained service animal, you must present a complete Department of Transportation Service Animal Air Transportation form at the ticket counter or gate on the day of travel. The form should be dated on or after the date you purchased your ticket. If the form is not presented or is incomplete, the animal may be denied transport. A service animal vest, harness, ID card, or registration will not be accepted in place of the form as the sole indication an animal is a trained service animal. Additionally, for international flights, it’s important to note that there may be specific regulations and documentation criteria for service animals, which can differ from country to country. It is the Customer’s responsibility to ensure compliance with all required documentation and procedures.
Fill out the Service Animal Form.
Service animals must be harnessed, leashed, or otherwise tethered to the handler at all times. Animals must also be well-groomed, free from odors, etc., and trained to behave properly in a public setting and under the control of the handler at all times. An animal that poses a direct threat to the health or safety of others, causes a significant disruption of cabin service, or engages in disruptive behavior will be denied boarding. Examples of disruptive behavior include (but are not limited to):
If an animal does not meet the qualifications to travel as a trained service animal, the animal may be eligible to travel in accordance with our Pet Standard for a fee. Therapy animals, which provide affection or comfort to members of the public and are not trained to perform a specific task(s) for an individual related to a disability, may be eligible to travel in accordance with our Pet Standard. See traveling with pets.
You are solely responsible when traveling with a trained service animal for researching and complying with applicable laws, requirements, and/or procedures of each location on your itinerary with respect to the acceptance of the animal.
Please notify us in advance if you will be traveling with a trained service animal. When booking a new reservation, you may use the “Special assistance” area on the Add-ons page to indicate you will be traveling with a trained service animal.
If a reservation has already been created, click on the “Change/Cancel” link located on the home page. Then, input the required information, and select “Submit.” From that page, click on the “Add-ons” link. After selecting an option(s) in the “Special assistance” section, click “Save” and the information will be saved to the reservation.
If traveling with a trained service animal, you must check in with a ticket counter or gate Customer Service Crewmember and present the required form. In order to accept an animal as a trained service animal, airlines must determine both that the customer seeking travel is someone with a disability and that the animal is trained to perform a task(s) or work related to the disability.
Our employees may ask fact-finding questions to determine whether an animal is a trained service animal or eligible to be accepted as a pet. For example, we may ask whether the animal is required to accompany the traveler because of a disability and what work or task the animal has been trained to perform. You may be asked about the nature of the animal at different points throughout the journey.
In accordance with federal safety regulations:
Animals must not:
Service animal relief areas are available at each of the locations we serve. Uniformed Avelo Customer Service Crewmembers will direct customers to these areas upon request.