aveloair.com Reviews 40

avelo lost our 6 bags from tampa to wilmington de. on friday 4/25. have to be contacted by email. there is no way to ask where my bags are. there is no phone # to call. wait. wait. wait, nothing. my diabetes meds are in my luggage. communication with avelo does not exist. avelo does not care that my entire family of 6 lost their luggage. no one will update. AVELO DOES NOT CARE or someone would reach out to me. AVELO DOES NOT CARE about their customers. saturday night. have not heard from any avelo staff.

I have not flown on this airline but you might want to know that they have signed a contract with the current administration to illegally fly deportees to El Salvador.

So Avelo Air cancelled my flight I received emails saying this. They then proceeded to "assign" me to another flight without my acknowledgement. (different dates and time) I proceeded to call them to no avail as they said there was no flight for the days that I originally had! Of course it was cancelled. I then cancelled the flight that they gave me without my acceptance. It was cancelled but I was not credited a refund! I was given a voucher for their airline. Total scam of an airline do not use this airline!!!!

3 Different flights got cancelled on separate occasions. Effed up our whole vacation. No Alternatives to Florida. Ended up Driving with the family since they decided to screw me twice... DO NOT USE THEM FOR "MISSION CRITICAL" FLIGHTS!!!!

I would give it zero if I could. Originally we started in North Carolina going to Florida. The desk person had said my carry on bag met the measurement requirements for not having to pay which was great, however on the trip back from Florida to North Carolina the desk lady had said the bag didn’t meet the measurement requirement and that we had to pay $65 for the bag. The lady proceeded to pull the bag off the blue mark making it go on the yellow then proceeded to make us pay the $65 when in North Carolina they checked and it was fine. Avelo is extremely scammy and will do anything to make some extra money. My family and friends will never be flying Avelo again. Worst customer service ever.

DO NOT UNDER ANY CIRCUMSTANCES use this airline.

I had booked a flight and then had to cancel it, so I called them to inquire about their cancellation/refund policy and was told that cancellations/refunds are possible up to 15 minutes before boarding. Based on this info, I canceled my flight, then the following occured (this is the actual coversation with Avelo):

***

I canceled the flights listed below. I am in my Avelo account now and it is claiming this airfare has been added back to my "travel funds." I am seeking a REFUND, not a credit.

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I do apologize for the delayed response. Customers are entitled to a refund to their original form of payment only if a reservation is cancelled within 24 hours of purchase, AND if the flight departure is more than 7 days from the time that the booking is purchased. This is an industry standard based on Department of Transportation rules that not only protect Customers but also help to ensure the reliability of scheduled service that airlines provide. There are no change or cancellation fees at Avelo, so when a customer cancels a reservation that does not meet the above standard, we still return the full value of that reservation in the form of Avelo Travel Funds, which are valid for one year from the date of issue. We would not be able to refund back to the card based upon our standards.
Sincerely,
Avelo Customer Support Team

***

My response:
In order to be in compliance with Texas law and DOT statutes, your company's website would need to actually SAY that on its refund webpage, notifying the customer AT THE TIME OF REFUND. It does not.

I have notified the BBB and the consumer fraud division of the state Attorney General’s office of Texas, where your company is based.

If I could give a "0" Star, I definitely would!! Worst customer service. This airline does not tell you at the time of purchase/point of sale that their tickets are NON-REFUNDABLE. The only way to find this information is by doing research beforehand. Shady business practice not to have this identified upfront. Once booked, you only have 24 hrs to cancel and receive a full cash refund. After that, your hard earned money is gone. Turned into a travel voucher to fly WITH THEM! They don't have many places they fly to and from. Further, you cannot sell these travel funds to a third party nor purchase tickets in another party's name. Who would ever purchase tickets from this airline again is beyond me! Save yourself time and aggravation and JUST DON'T DO IT!! There are better and larger airlines out there with more flights available, better customer service and refund policies.

I was booked on the flight from Palm Springs, CA to Santa Rosa, CA on December 27th. After I checked my bag I got stuck in the TSA line and missed my flight. (My fault). I flew on another carrier and went to the Santa Rosa airport immediately to retrieve my bag. I was told it wasn’t there. I filed a claim and after about 8 days was told my bag was lost.On February 27th, I received an e- mail stating my bag was at the Santa Rosa airport. My happiness was short-lived when I discovered four items had been stolen from it. Since I missed the plane it’s doubtful I’ll receive any compensation, but I just want to warn any future passengers that some of Avelo’s employees are thieves and beware.

Terrible service with even more unpleasant crew. Everything was awful and I cant believe people will get tricked into flying this service for such unacceptable standards. Have fun with the worst experience if you fly Avelo and make sure to kick yourself in the ass afterwards cause that’ll be the best part of this flight.

Avelo had changed our return flight from an evening flight to a same day morning flight ( for no apparent reason other than their convenience), which screwed up the last couple of days of our road-trip from LA to Sedona and back. Instead of spending our night in Joshua Tree, we spent it in a hotel in Burbank so we could make our flight to Arcata in the morning. They offered us credits of $25 per person for the inconvenience. The problem was that they couldn’t seem to email the vouchers to us. We’d spoken to them numerous times and the reps at customer service attempted to send the vouchers numerous times, but they didn’t show up in our inboxes or junk mail. Avelo has no problem sending promos to our emails on a DAILY basis, emailing us to remind us to check in for our flights, and to inform us our flight had been changed. It’s only been an issue when they had to part with a measly $50. Why not just put the funds back on our credit card???
Anyway, the final rep I spoke to just gave me the voucher numbers, which was helpful, but also strange, since the other reps said they couldn’t text them for security purposes.
2 stars for the billions of stars we missed not being in Joshua Tree, and for having to call Avelo numerous times to get the credit they could have given to us when we checked our bags with them. Let’s hope these numbers I’ve been given actually work online, but I don’t have my hopes up. The $25 is coincidentally the same amount it costs to have a person at Avelo book your flight over the phone….hmmmmm.

Terrible Airline
Delayed flight became canceled flight leaving us stranded in Las Vegas. Staff at the gate said to submit receipts for meals, transportation and lodging.

I reserved tickets for four of us. We used our points for the hotel to save money and paid the resort fee and taxes. We submitted our lunch, dinner, breakfast and transportation receipts along with the hotel receipt. Total came to just under $600 which doesn’t include our lost wages. The response from customer service is that they will only reimburse up to $150 total for lodging for the 4 of us and asked that we submit the detailed hotel receipt. I already submitted all the receipts to include the hotel receipt in its entirety. This airline needs to educate their staff to their actual policy for reimbursement or they need to honor what their staff are telling passengers at the gate. To tell us one thing and do another is a deceptive practice. As a customer, I feel deceived and cheated. Had we booked with another airline they would have been required to reimburse all our tickets. I will never use this airline again and cannot in good conscience recommend them to anyone.

I booked 2 tickets from Burbank to Eureka a few weeks ago to attend my Father's burial service. I rarely fly due to my disabilities but felt I had no choice. Well last week we got hit by another heat wave here in SoCal. I run an animal rescue and when it's this hot it's a non stop venture to keep the animals hydrated, cool and safe. I am not able to up an leave or it would put thier lives in jeopardy. I was ok with canceling the flight and attending the celebration of life locally instead. I knew when I booked, all over it was saying free cancelation and no penalties all over the booking site.
Well when I went to cancel I discovered they don't refund you they put it in a credit to be used with in 1 year by thier airline. When I called customer service, Shannon just blew the situation off and told me they had no legal dept or escalations dept for me to talk to and just told me I was stuck with my situation and that it's in fine print on thier site. First off fine print is not ADA compliant. But none the less for certain situation I would guess exceptions could be discussed. NO DISCUSSION according to Shannon. This is very disappointing and I would not recommend a company that employees deceptive practices. Reading the reviews I can see this company has no morals and really doesn't care if you have an issue. ITS NOT THIER PROBLEM SO JUST SUCK IT UP I GUESS.
Since I can't get a refund and have to use it maybe I will book a flight for the heck of it. No baggage just a quick trip and they can see why I don't regularly fly due to my PTSD and Ulcerstive Colitis. I apologize in advance to anyone sitting close to me. But blame them not me.

I booked a flight for travel on July 26 and after many delays the flight was cancelled. Since I had to take and return to my second home in Fl. using a shuttle service, I asked to be reimbursed for my expense. Avelo refused to pay me for the shuttle. The expense was actually less than an overnight hotel cost. I tried many times to ask them to reconsider but they did not. I will file a formal complaint w/ the Houston BBB!! This airline was good at the beginning but is definitely decreasing in quality-of-service!!!

If I could put a zero I would. I have flown Avelo many times even recommended them to family and friend. My last trip a couple weeks ago the rude agent told me I had to pay for 5 bags $65 each I explained I have never had to pay and just looking at 2 of them I could tell you no need to measure those definitely fit underneath she agreed to only charge me 3 which was still FRAUD so out of line and greedy but I had no time to argue I had to get on the plane . I sent a complaint to Avelo rep took 2 weeks to respond and no resolution I’m just out of luck . I will not fly them again and just booked my next flight with another airline

I would like to thank Audrey for helping me with a situation i had today with booking my check in luggage online i mistakenly checked carry on and that is not what i wanted to do, i called and thankfully got Audrey she was so kind and patient and got me through it all by assuring me all was going to be ok, after having a bad weekend she brightened up my day! she was awesome and deserves this review and more, hopefully all customers get to experience her help and kindness if needed.

Kind Regards
Mara Collins

I was so excited to be flying for the first time. I was going to sunny Florida, from CT. My friends were coming with us, too!!! I booked our flights through Cheapflightfares.com, and got confirmation. I checked the booking the day before, just to be sure. To my surprise, when I got there, they said my plane left 2 hours early, and we missed it!!! Avelo said they sent an email, that none of us received!!! I lost a day and a half in Florida, lost money on my hotel, and car rental. Not to mention, the new tickets from Avelo were CHEAPER!!! I will NEVER use your service again. Buyer beware!!!
UPDATE- Email from Avelo Airlines
Good afternoon, Dayna,

Thanks for taking the time to send this to us.

Our records show that you've booked with a third party. Because of this, the email listed is the third party, which may be the reason you didn't receive the schedule change. I am so sorry for the inconvenience behind this. I highly suggest reaching out to Cheapflightfares.com for more information in regard to why this update wasn't forwarded to your personal email.

If you need additional assistance, please visit or call us at 346-616-9500.

We needed to amend our flight plans and called for assistance. A young woman name of May helped us through the process. She was understanding of our needs and was able to solve our issues in a speedy and pleasant manor. We wanted to give a special thanks to her and Avelo for great customer service.

Customer service is not responsive and they won't work with your requests.
I had to cancel a flight for my entire family (4 tickets) about $400 value. They gave me travel funds which was expected. The issue is each of those funds are in the name of the traveler and I have no plans to use them in the next 12 months before they expire. I asked if they can change the name of the funds to another family member who can use the funds, they said email support and they can help. When I emailed support I received a response a day later stating that they cannot transfer the funds in a different name. I called again and got the same story, email support and they can help. After following up on my email asking to help I still have not received a response going on 4 days later.
For a new airline company I would think they would have their customer service together to compete with other airlines. I had a similar situation with United Airlines a year ago as they have a similar policy. Although when I asked if I can use them for another family member they approved my request with no issues. I would not recommend Avelo. Stick with a more established airline until they can figure out their services.

My grandmother passed away over the weekend and I booked a flight for my mother to fly down from EUG-BUR to grieve with the rest of her family. I gave her confirmation code, she checked in 12 hours before the flight, all was fine. But then she gets to the airport, enters her confirmation code into the kiosk, and it says "YOUR BOOKING INFORMATION COULD NOT BE FOUND. PLEASE SEE A CHECK-IN AGENT"

And there IS NO CHECK-IN AGENT to help her nor the two other people with the same problem! She had taken a screenshot of the boarding pass but it was too blurry to get scanned by security. Nobody at the small airport knew how to help her, and she had no other way of getting another boarding pass to get through security.

So now she has to miss an important part of her grieving process, this is irreplaceable time that she will never get back with her family. It was too late to try to get her on another flight the same day (because it was evening already).

I called Avelo immediately to try to get a refund for this ticket (by the way, the phone service is a nightmare) and they said that they marked her as a "no-show" and can't refund the ticket. This is ENTIRELY Avelo Airline's fault, and they won't refund it? This is a ROUNDTRIP flight.

tl;dr DO NOT BOOK WITH AVELO unless you are willing to take the risk that you will lose your money on the flight. Personally, when it comes to travel, it should never be a gamble as to whether you can get on your flight. Better go with an established airline that doesn't have to overbook flights just to stay profitable.

Oh btw the flight in question was 33 minutes late. Flight XP 118 on 14-MAR-2022.

** this is an edited version with many expletives removed

Edited March 26, 2022: I contacted the support team finally, "the best they could do is give me a voucher" and I told them, "ok so I just had the worst airline experience of my life, and I never want to fly with this company again, and you want me to try to fly with this airline again? Are you serious?" To be fair, the person I spoke to on the phone was super nice, it was his second day on the job, the "higher up" support team is the one who won't give me a refund back to the card.

Let me recount the ways this experience has impacted people's time. My mom had to use her vacation days to take time off work. She had to drive an hour down to Eugene, bother my sister to stay at her place and coordinate driving her to the airport. During the whole fiasco, I have to get roped into this during an expensive birthday dinner. Then my mom has to get picked up, and then drive back home. Then we have to call off coordinating her pick up down in the destination (and they had to reserve time from THEIR night).