ComplaintsforAvelo Airlines

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  The Orlando crew was unorganized and did not communicate. Although we were the first in line, we were one of the last to get through the line to check in. It appeared there were computer issues, but no one communicated it with us. There was a large group of workers standing at the front and a majority of them were looking at their personal cell phones. Once we got to the gate I alerted the man who seemed to be in charge, that we had a blind passenger and asked what our instructions would be for him. He cut me off and scowled when I said "blind". It appeared negatively judgmental. He very rudely told me that one person could go with my father (the blind passenger) to help him get on the plane. I did not need to be talked to the way this man did. Every time anyone would speak with him, passenger or crew, he rolled his eyes. When my dad did board the flight, he was aggressive with my dad, telling him to scan his ticket. My dad is blind. He could not see where to scan his ticket. The man aggressively grabbed my dad's hand and scanned his ticket. Later, my 23 year old son tried to board with his pre-paid carry-on. The man stopped my son and told him he did not pay for his carry-on, so would need to go back out and pay for it or check it. When we told him it was paid for, and my son showed his receipt, the man said "no you paid for a checked bag". My son had to go through quite a process to fix this issue. They were trying to get me to leave my son, and board the plane, but I had no trust and did not believe they were going to let him board. After the entire plane was boarded, my son's bag situation was resolved. This issue was caused by the people who initially checked us in, the ones who were not moving the line and were on their personal cell phones during our check in. I felt our entire family was disrespected by the man leading the Orlando gate crew. He was aggressive verbally and physically. I am sure there is video evidence of the issues I am presenting to you.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On December 18th I made a ticket purchase for myself and my family (confirmation # ******) and paid with a credit card. The day after I decided to make the change to the order due to the schedule conflict and called customer service. The representative notified me that I will have to cancel my order online and make a new purchase. I was told that a refund for my initial order of $2323 will take up to a week or two to be processed. After canceling my initial order, I placed by phone a new order for the same individuals and paid with another debit card. As week passed by no refund came in. As I called to check on the status of the refund, I was told that the order was non-refundable, and I can only be entitled to use it as credit within a year of purchase. This information was completely different from what I was initially provided and as a result, has significantly impacted me and my family financially. I've been trying to refund $2323 from the canceled order. I have attempted to address this issue by contacting by phone with customer service, however, the response I received was unsatisfactory and I feel that my concerns were not adequately addressed. 01.04.24 I did place my online complaint on Avelo's Customer Support Center (ticket ******). For today, I don't have any response from Avelo.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 26, 2023 my daughter and I took flight XP358 from Fort Myers to New Haven, though we never arrived at said destination. Almost as soon as we did the checked in (24 hours before our scheduled flight) there was delayed, and then was delayed several more times that morning, not to mention the hour delay on the tarmac. So with being aware there was an issue with fog we took off and were not only unable to land at Tweed New Haven, we were diverted to...Hartford, Providence, Albany, and finally we set down in Syracuse, NY. Upon arrival it was clear there was no plan of what the crew need to do or say, and no information was given. After entering the Syracuse airport there were no rentals, buses or hotels available at that time/area. An Uber would have been over $600 so I was forced to make several calls to find someone willing to drive almost 5 hours (each way) to pick us up and them financially reimburse them for their time and gas. Not to mention still having to arrange for my car to be picked up that was still at Tweed airport. I understand that weather can and will be a factor in travel but Avelo's handling of this situation was horrible to none existent at best. Considering this problem has happened before and can be found with a quick google search, so they should have had some sort of plan in place. Trying to reach their customer service is an absolute joke. I've emailed and called several times, spending hours on hold. The response that I did receive was reimbursement for a hotel room (that was not available) and was just a mass email with total disregard to the issues at hand. I'm at this point only looking to be made whole on the service not rendered, ie our 2 airfares plus bag check fee and for the money I'm out for travel to get us home.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Flight Avelo, ******* From New Haven Ct, to MDW midway. left New Haven't Airport around 5:342EST and arrived MDW around 6:55pm CST. Lost Black Checked bag. large size had a orange ribbon on the handle has name and address big writing on the front of bag. Avelo complaint ***** * ****** for lost baggage. . Baggage ***** ******* * ************* provided from New Haven airport. There was close to $1000 worth of clothes and gifts. we are trying to locate this baggage. not sure why it was lost and where it went. This was carousel #1 at Midway and after long wait nothing came . How did this get lost? we would like to at least get reimbursed for value of items in baggage. Please assist.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  12/7/2023 Flight delay for 37+ hours with no reasonable refund of expenses due to "maintenance issues" on aircraft. Contacted Avelo requesting refund of expenses due to this extreme delay plus compensation for 1.5 days missed work and additional accommodations of dog watching for 2 days. Avelo Airlines has been very unresponsive. They indicated they would reimburse for $150 for the hotel stay and $30 per person for food. This has been a tremendously stressful situation. Up until now, a reimbursement has not been obtained nor has their been timely communication from their company. I attached receipts sent to them and the email sent to them in early December. Again, no resolution has been made.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my deep disappointment and frustration regarding the recent experience my family and I had with Avelo Airlines during our flight from ******* ** *********** *** on December 20th. Our flight was delayed by more than 4 hours due to a mechanical issue. According to Avelo's Customer Service Commitment, in such cases, passengers are entitled to change their tickets for the next available flight at no charge. However, when I called to make this change due to the safety and care of my young children with disabilities, the next available flight was on Friday, December 22nd, forcing us to extend our stay in Orlando. Despite Avelo's commitment to providing accommodations in such situations, there was no communication from the airline regarding compensation. My daughter became ill just before checking in for our flight on December 22nd, and although I informed Avelo's staff of the situation, no assistance was offered. Eventually, when she threw up again upon boarding, the pilot decided to remove our family from the plane, even though my daughter was asleep by the time they made that decision and there was no evidence of a communicable disease. The mishandling of our baggage by Avelo's employees further exacerbated the situation. Our son's essential medication was in the missing bags, putting his life at risk. In summary, Avelo Airlines failed to adhere to its Customer Service Commitment and the Contract of Carriage: 1. Neglecting to provide assistance or proactive communication during the boarding process. 2. Failing to compensate passengers affected by significant delays for accommodations and meals, as outlined in the Customer Service Commitment. 3. Removing us from the plane without valid cause, violating the Contract of Carriage. 4. Providing false information about available flights. 5. Mishandling our baggage and jeopardizing our son's health. 6. Unprofessional and unapologetic behavior from baggage crew members.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted Avelo Airlines today 12/19/23 to get a refund on my cancelled flight as I am no longer able to go because I have a legal obligation to be home to sign paperwork on a house I have purchased and the flight is a month away. They were very rude on the phone stating I only had 24 hours to get a refund back on my original form of payment and it had to be within 7 days of the flight. If anything I’m giving more time for them to find a new passenger. I would like my original form of payment refunded as I will definitely not fly with Avelo. Their website is not functional and neither is their app. It’s very customer unfriendly. They have now put a burden on me at a very stressful time and were not even remotely considerate or of any help with resolving my request.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 25 2023 me and my family of 9 booked flight with Avelo airline flying to Orlando Florida. Upon our arrival everyone bags come out but mine was the last to come. We make it to our ****** and go to unpack I notice a lot of my items were missing. I examined the bag and realized it look like it had been cut along the zipper. I immediately filed a claim which the company has been unresponsive. They had me send in pictures of my damaged luggage and said they were sending $50 to replace it because I didn’t have the receipt for it which I have yet to receive. They also had me send in picture and receipts of all items that were missing serval times because every few weeks they would assign my claim to someone new. The last representative said they would review for reimbursement. A month or so later they emailed me and said they denied the entire claim without giving me a proper explanation as to why. I work to hard and paid too much money for my items for them to just let their employees steal them with no consequences. They said they don’t reimburse for money that was taking out the luggage but that has nothing to do with my shoes clothes and etc.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On December 3rd, 2023, I traveled with Avelo Airlines from Orlando to New Haven. During the flight my luggage was destroyed, it was damaged in four distinct locations on the suitcase. I called the airline, and they informed me that I would need to use their online portal to submit a claim within 4 hours! So, I tried to use their portal twice before calling them back to let them know that their portal does not work. At which time they then gave me a direct email address to submit my claim. I sent the email and to my surprise received a response email right back stating they would respond back within 24 hours. After 48 hours with no new email response, I landed up calling the airline to see what was going on and to see if I could speak to someone in baggage because I never received an email response. They informed me that there is no active phone line in the entire company for baggage and that it is all through email. The rep on the phone then proceeded to contact the baggage manager through teams. Her name was Courtney. Once again it seemed like that did the trick because I received a new email from Avelo asking to start the reimbursement process. Everything finally seemed like it was going to be taken care of. That was until they offered me $50 for my suitcase! I know that amount may seem fair but the suitcase they damaged was an expensive suitcase that cost at the time $250. I do understand depreciation happens with anything you buy so I asked if I could at the very least get $100 for my compensation, and I would provide online proof with comparable listings of the suitcase’s value. They refused my request and said it was the $50 or nothing. Obviously, I requested the $50 via email. I then received an email back with a PDF form that I was told I had to fill out within 24 hours or there would be no reimbursement! So, I quickly filled out the form and sent it back. I then received an email stating that the reimbursement would take between 6 to 8 weeks! So here I am with a destroyed bag and no compensation. While this was all going on Avelo also canceled a flight I was supposed to be on in February to Melbourne FL and I had to then pivot and buy another flight ticket which cost me another $200. I tried calling again to speak to someone in upper management about their horrible customer service policy and was treated with hostility and rude comments. No one seemed to be able to help or care. I do not normally go as far as to file formal complaints because it tends to be a waste of time. But Avelo seriously needs to work on their customer service before they go out of business, and I want reimbursement for my luggage.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My wife and I were scheduled to fly from New Haven to Sarasota (Flight XP 305) and when we arrived at the airport, we were informed that the plane was changed to a smaller plane and we were involuntarily bumped from the flight. This is absolutely unacceptable and we did not receive any sort of notification that this was happening. It is also a violation of Avelo's customer service agreement. Additionally, the Department of Transportation requires that when there is an involuntary bumping that a written statement is to be supplied describing our rights which was not done. This is also ensured on Avelo's website. We were able to get our flight changed to Flight XP 345 which was the next day to West Palm Beach. Because of this, we needed rental car and drove over 3 hours to get to Sarasota. According to the DOT, we are entitled 400% our single way fare pIus other coverage of additional expenses needed to get to our final destination, which in this case would be the rental car (receipt attached). I called Avelo's customer service about this and waited on hold for over 3 hours only to be told that I'd have to email them. I emailed them a week ago and have not yet heard a response. I contacted the DOT as well, but am hoping BBB can help facilitate a solution before I escalate this further. My confirmation number for this flight is NMT5M3. On the way home, the flight was delayed 4 hours, but they provided notifications ahead of time which shows they are capable of sending the notifications, but did not in this case.

  Business response

  01/30/2023

  Greetings Mr. ********,

   

  Thank you for your patience while we reviewed your correspondence in regard to your recent experience with Avelo Airlines. 

   

  After reviewing your email, we will be honoring your request for your car rental and the bumping reimbursement. I've asked one of our supervisors to reach out to you via email to obtain your banking details, so we can assist you with this reimbursement. 

   

  Please be on the lookout for an email from one of our supervisors. 

   

  Thank you again for your patience.

   

  Kind Regards,

  Avelo Airlines 

  Customer response

  02/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩