Special services and assistance

Advance notice of disability

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 passengers 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.

Allergies

Peanut, pet or chemical

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.

Assistance in the airport and with boarding

Advance notice

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 passengers 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

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

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.

Boarding (lift/transfer) assistance

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.

Blind or low vision

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.

Customer wheelchair equipment

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.

Checking your equipment

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.

Manual wheelchairs

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, carts and wheelchairs

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:

  • The battery has no obvious defects upon visual inspection, which includes removal of the battery where necessary
  • The battery is disconnected, and terminals are insulated to prevent short circuits
  • The wheelchair or mobility aid can be loaded, stowed, secured and unloaded in an upright position
  • If the battery is removed, it must be carried in a strong, rigid battery box approved by Avelo Airlines under the following conditions:
    • The packaging must be leak-tight and impervious to battery fluid. An inner liner may be used to satisfy this requirement if there is absorbent material placed inside of the liner and the liner has a leak-proof closure.
    • The battery must be protected against short circuits, secured upright in the packaging and be packaged with enough compatible absorbent material to completely absorb liquid contents in the event of rupture of the battery.

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:

  • There must be at least one effective means designed into the wheelchair or mobility aid to prevent accidental activation or possible short-circuiting
  • If no effective way of preventing accidental activation of the device can be determined, then the battery cables will be removed, and the battery terminals will be insulated to prevent short circuits
  • The battery must be securely attached to the wheelchair or mobility aid and fully enclosed in a rigid housing that is properly marked

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:

  • There must be at least one effective means designed into the wheelchair or mobility aid to prevent accidental activation or possible short-circuiting.
  • If you have a collapsible mobility device, the battery must be removed and can’t exceed 300-watt hours. A maximum of one spare battery not exceeding 300-watt hours or two spares not exceeding 160-watt hours each must be carried on.
  • If you have a non-collapsible device, federal regulations allow for one large lithium ion battery to be transported installed in the device and one spare battery not exceeding 300-watt hours or two spares not exceeding 160-watt hours in carry-on bags. There is no watt-hour limit for the battery installed in the device.

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:

  • Packing each battery or each battery-powered device in a fully enclosed inner packaging made of non-conductive material (such as a plastic bag)
  • Separating or packing batteries in a manner to prevent contact with other batteries, devices or conductive materials (e.g., metal) in the packaging
  • Ensuring that exposed terminals or connectors are protected with non-conductive caps, non-conductive tape or by other appropriate means
  • Lithium metal batteries (non-rechargeable) with more than two grams of lithium content are forbidden on commercial passenger aircraft

Learn more about traveling safely with batteries on the FAA’s PackSafe page.

Deaf or hard of hearing

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.).

Medications

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.

Medical oxygen and portable oxygen concentrators (POCs)

Medical oxygen

Anyone who requires a constant supply of compressed or liquid medical oxygen cannot travel on Avelo Airlines.

Avelo will accept certain personal portable oxygen concentrators. See the section below for more information on portable oxygen concentrators (POCs).

Avelo is not equipped to transport or provide medical oxygen or other hazardous materials and/or contained gas as a carry-on, as cargo, or as checked baggage. If there is a question as to your ability to travel the duration of a flight without the use of medical oxygen, we may request current documentation from a licensed physician to verify you can complete the flight safely and without the use of medical oxygen.

Portable oxygen concentrators (POCs)

Conditions that must be met in order to use an approved POC during flight:

  • The POC may only be used in its battery-operated mode. Avelo Airlines does not have electrical outlets onboard the aircraft for commercial product use.
  • 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 so as 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.

Portable Oxygen Concentrators (POC) may be brought on board our flights in accordance with Federal Regulations.

Making Reservations

  1. You can indicate the intended use of a POC when booking travel by using the “Special assistance” area located on the Add-ons page.  After you have selected the applicable option(s), click “Next.” If a reservation has already been created, 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 the option(s) have been added in the “Special assistance” area, click “Save” and the information will be saved to the reservation.
  2. If the reservation is made by telephone or you would like to advise us of your intended POC use by telephone, inform our customer support crewmember of the intended use of the POC and either note the model of POC to be used or verify that the POC includes the label described above. This can be done by calling our Customer Support Center at (346) 616-9500 prior to travel.

At the airport

  1. Please check with a Customer Service Crewmember to verify the POC, and we ask you to arrive at the departure gate no less than 45 minutes prior to departure.
  2. Prior to boarding each flight associated with your reservation, the Avelo Customer Service Crewmember will verify the POC model, phases of flight (taxi, takeoff, cruise, landing) during which you intend to use the device, and number and packaging of batteries.
  3. We strongly suggest boarding with the preboarding group if you intend to use a POC. Note: Customers who do not make themselves available for preboarding in order to secure an aircraft seat that meets FAA safety requirements may be denied boarding or rebooked on an alternate flight to their destination in order to be seated appropriately. While we will make every attempt to accommodate a customer using a POC who does not preboard, we will not delay the aircraft to reseat other customers.

Onboard the aircraft

  1. In accordance with Federal Aviation Administration (FAA) Safety Regulations, a customer using an approved POC must be seated in a seat closest to the window than anyone else 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).
  2. 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. As a result, most customers using POCs may not be seated in the first row (bulkhead).
  3. Pursuant to FAA Safety Regulations, a customer using a POC may not occupy an emergency exit seat.
  4. No maximum weight applies to POCs except in the following situations:
    1. Any abnormally heavy item that appears to exceed the structural limitations of a designated carry-on stowage area must be checked and carried in the cargo hold.
    2. POCs that are not being used inflight that are placed in an overhead bin should not exceed the maximum placarded overhead bin weight limits.

Security screening

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.

Trained service animals

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.

Acceptance requirements

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.

Download the Department of Transportation Service Animal Air Transportation form (PDF).

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):

  • Scratching, excessive whining, or barking
  • Growling, biting, lunging
  • Urinating or defecating in the cabin or gate area

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.

Booking a reservation

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.

At the airport

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 passenger 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.

Onboard

In accordance with federal safety regulations:

  • You cannot sit in an emergency exit seat when traveling with a trained service animal.
  • The animal must be positioned so as not to obstruct your expeditious evacuation in the unlikely event of an emergency.
  • If you opt to transport your trained service animal in a carrier, the carrier must be properly stowed for taxi, takeoff, and landing under the seat in front of you.
  • An animal can be placed on your lap or on the aircraft floor.

Animals must not:

  • Extend into the aircraft aisle
  • Occupy an aircraft seat
  • Occupy a tray table
  • Encroach upon a neighboring seat

Service Animal Relief Areas

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.

Your rights

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.

14 CFR Part 382, Nondiscrimination on the Basis of Disability in Air Travel

You may obtain a copy of this Part in an accessible format from the Department of Transportation by any of the following means:

  • For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1 (800) 778-4838 (voice) or 1-800-455-9880 (TTY)
  • By telephone to the Aviation Consumer Protection Division at (202) 366-2220 (voice) or (202) 366-0511 (TTY)
  • By mail to the Air Consumer Protection Division, C-75, U.S. Department of Transportation, 1200 New Jersey Ave. SE, West Building, Room W96-432, Washington, DC 20590
  • On the U.S. Government Publishing Office website