Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avelo Airlines change my flight 4 times causing it to be moved into a different day and ultimately the flight never showed up. I called they told me I would be reimbursed for a hotel as I awaited my flight. The representative stated they did not know if and when the flight would arrive. She instructed me that it would be best to rebook and they would refund the flight, baggage fees and reimburse for the hotel. It cost my family hundreds of dollars for new tickets that far exceeded those purchased with Avelo. Their business practices state 3-5 days for reimbursement requests to be complete. After 5 days I called and Avelo requested 14 days. On day 14 I called and never received a call back. I got an email where conversation went back and fourth with my consistent request for response and follow up. I received today, almost 30 days later, a detail to reimburse for the hotel. This is the second flight which they've cost my family money and so much time. They are scam artists. They should be allowed to conduct business this way. Leaving people stranded in airports and causing them hundreds of dollars consistently.

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a credit on my Avelo account in the amount of $631.94. I went to book a flight and found that they suddenly no longer fly out of ***** and are doing deportation flights instead. I contacted them on 4/24/25 requesting a refund. On 5/24/25 I received this email...Avelo Customer Support commented:Thank you for the information.I have submitted your reimbursement request in the amount of $631.94 to Venmo; please allow up to 4 weeks to see this reflected on your account.We hope to have the opportunity to welcome you aboard an Avelo flight in the future.Sincerely,Customer Support ******************** ************** **************************************** To add any additional comments, you can reply to this email.On 6/24/25 I replied to this email stating that I have not received the refund as promised. They responded that same day stating that they refunded my venmo on 5/29/25. I did not receive the refund and confirmed that I had given them the correct venmo address and phone number. There was an error in the phone number but not in the last 4 digits so that should not be a reason for not receiving the venmo. I replied that same day letting them know it has not been received and have not heard back.Trying to call but the wait time is several hours and says there are 56 people ahead of ***** Avelo account currently shows $0.

• Initial Complaint

  Date:06/28/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Avelo Flight #*** from ******* to *** was scheduled to fly out at 9:36 AM to land at *** 11:26 AM.We received a first email (06/27/25 @5:24 AM) stating that the flight was delayed to fly out at 11:05 AM and land at 12:58 PM We then received a second email (06/27/25 @ 7:17AM) stating the flight was once again delayed and will fly out at 12:05 pm and land at 1:55 pm We then received a 3rd email (06/27/25 @ 8:44AM) stating that the flight was rescheduled for SAT 06/28/25 from MED to BUR Flying out 10:35 AM to land at 12:21PM No further notifications were received from AVELO Those travelling are my 68 yr old mother and my 2 minor children (ages 12 and 5) On Saturday 06/28/25 they arrive to the airport only to find out that the flight was cancelled. Absolutely NO notification from AVELO was given. Worst yet was that there were no AVELO representatives there to help with any customer service. I tried to get some information online to see if I can change my families flight to whatever other flight is available. The website does not give me ANY option to change/refund their flight. I called their customer service and there's a 165 MINUTE wait time. Shame on AVELO for letting their customers show up to the airport with no notification that the flight was cancelled. No option for refund or to change their ********** children are now stuck in a different state with no return flight. All I'm asking is for my mother and children to be placed on the next available flight at the same price we originally paid. They need to come home. I have yet to hear from the airline.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a $200 credit with Avelo airlines. This credit has been on my account for approximately a year and a half. I booked the flight for tomorrow and immediately after booking it had to cancel the flight because I picked the wrong day. Avelo Airlines kept 75% of my credit balance. When I called to question why They said the policy changed in March that now they will penalize the 75%. I was not properly notified in advance that this policy had changed. They should not be able to penalize me without properly notify me in advance or at least having a warning pop-up on the website that a 75%penalty will be applied if I cancel. Please let me know if you can help.

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this complaint against Avelo Airlines due to their refusal to issue a refund or honor travel funds after I was forced to cancel a flight because of a death in the family.I canceled my Avelo flight in May 2024 after a close family member passed away. I contacted Avelo at the time and, although they did not issue a refund, I was told that the value of the flight could be used as credit toward future travel.When I attempted to use that credit before the expiration date, I discovered that no funds were available. I reached out to Avelo multiple times via email requesting assistance and clarification, but received no resolution. Despite explaining the circumstances and my timely attempt to use the credit, Avelo has refused to refund the ticket or restore the ******** part of this complaint, I am including:A copy of the death certificate to verify the reason for the flight cancellation My email correspondence with Avelo Airlines showing repeated attempts to resolve the matter Avelos handling of this situation has been deeply disappointing, especially in the context of a family tragedy. I am submitting this complaint to formally document the issue and bring attention to their lack of responsiveness and compassion.

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an extremely disappointing experience with Avelo Airlines. I booked a flight and had to cancel it within 10 minutes due to an urgent change in plans. I immediately contacted Avelo to request a full refund, assuming they would honor the standard 24-hour cancellation policy that virtually every other airline offers. The directed me to send an email, which I had done.Over two weeks later, I finally received a response denying my request for a full refund. Keep in mind - every other airline offers a 24-hour full cancellation policy.When I called to follow up, the phone *** told me they couldnt help and ***eated that I had to email customer service. So, I was given the runaround just to be told no after weeks of waiting. The dollar amount wasnt even significantits the principle and the complete disregard for customer care that makes this experience so frustrating. Additinally, I was promised half refund, and haven't even gotten that. This airline clearly does not value its customers or abide by common practices in the industry. I will never book with Avelo again, and I highly recommend others avoid them as well. If they cant handle a basic refund request professionally, imagine how they'd treat a real issue.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an airline ticket on June 9th, 8:46 pm for a flight on June 15th. Upon purchasing, I immediately realized I used the incorrect payment method. I subsequently cancelled the purchase at 8:50 pm, and immediately repurchased a new ticket for the same time and date. I have an active ticket on the airline. I am not trying to avoid the ticket; it was an error, and I immediately cancelled it. I was issued a credit of less than $90. I am looking for the airline to do the right thing, as I made a simple clerical error, and I'm not trying to get out of the trip.

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just some history... I live in the ************ area and moved from ********** ********** and travel between the two cities frequently using Avelo Airlines. On January 24, 2025 I had to cancel my flight from ************ to ************** because Avelo Airlines flight was 24 hours delayed. I was given one days notice of this delay. I ended up driving 9 hours to my destination in ************** because of this 24 hour delay. I was given a Avelo credit of $68 to use in the future. I have one year to use the credit. Beginning June 9, 2025 Avelo Airlines removed all flights to and from ************** and the only flight from ************ is to ***********. I have no need to go to *********** so I called Avelo and simply asked them to move that Avelo flight credit to my credit card since I can no longer use the flight credit of $68 towards any flights to/from **************. My only option to use the flight credit is only if I wanted to fly to ***********. I find this completely unacceptable. It was not my fault that (1) I had to cancel my flight because of an Avelo flight delay of 24 hours & (2) It is not my fault that Avelo Airlines decided to remove all air flights to and from **********************. I believe they chose a government contact to fly illegal immigrants from ******* out of of the ***. So because of this choice the airline made I am to suffer and loose my $68 flight credit unless of course I want to fly to ************I hope you can see how unfair this is to me as a consumer.

• Initial Complaint

  Date:05/28/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife, our daughter, and I traveled via Avelo Airline between ******* and *********, ** May 16 and 19. On the return flight to ******* our daughter and I received our bags, but my wife did not receive hers. Both my wife and I were in wheelchairs and our daughter had left the baggage claim area to get our vehicle. A staff person who seemed to be related to baggage claim took our reservation number, personal information, and address and offered to fill out a claim form for us. When we heard nothing back by the following day I called Avelo Customer Support and spoke with ******. ****** said that she saw no claim form in the system and that she filed one for us. She said that Baggage Support was a totally distinct department with Avelo and that she had no way to communicate with that department. But she said that we would hear from Baggage Support via email within 72 hours. I sent an email message direct to ******************************************** and heard nothing back. I received a survey from Avelo Airline, completed that expressing my frustration, and requested a phone call. I received no response. So on this past Sunday, May 25, I called Customer Support and spoke with Akeemia. Akeemia told me that she could not see any claim form in the system and that she would complete one for me. She told me that I would receive an email from Baggage Support within 72 hours and that she also was unable to communicate with that department. I have become very frustrated with Avelo and my inability to get a response from them. Our reservation number was 3ES86P. My wifes bag tag number is ******. Previous claim form numbers given to us are: BAGS-***** and BAGS-*****. My wife and I are not concerned about the bag or any of the contents except a $495 hearing aid charger. We would like compensation for that because she is going to have to purchase a new charger.

• Initial Complaint

  Date:05/23/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a roundtrip flight from Avelo Airlines from *******, ** to ******, ** on May 7, 2025 at aprox 12:45 PM Confirmation #**S87B. The flight was departing 7AM May 10'th. Avelo Airlines took my money no indication or statement that there would be issues without a REAL ID. The Next morning on May 8'th they sent a text notification, (I assume to all travelers) that without a REAL ID there was a large likelihood of not being able to board. I followed the link in the text to Avelo and promptly went through the steps to cancel my flight.Important to note I had my Drivers License, Copy of Birth Certificate, and SS Card all ready and was looking forward to Mothers day with my 93 year old mother in **************. Avelo's notification after the fact led me to cancel my flight which it turns out was not necessary because I would have been fine with my CA DL, BC, and SS Card. I canceled the flight well within 24 hours of the purchase, (2 days before the flight) promptly sent an email to Support@aveloair. Two weeks later I received a crude reply that they cannot refund my money.Extremely poor ***************** and outright theft from their customers.