We know flight delays and cancellations can be frustrating and disrupt your travel plans, but your safety is always our top priority. Rest assured, we’re doing everything we can to minimize disruptions and stay on schedule. If things don’t go as planned, we’ll do our best to assist you and get you on your way. Please include your mobile phone and email in your reservation so we can notify you of any changes, and we recommend downloading our mobile app for the latest updates.
Flight disruptions
Our commitment during schedule changes
Day of week change (new flight operating on a different calendar date)
We’ll switch you to the next available flight at no additional charge.
If the new flight is no longer a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide an Avelo Travel Fund (credit towards future travel on Avelo) for the value of the unflown flight(s) plus an additional $25 Avelo Travel Fund per Customer on your reservation OR
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment
Schedule change resulting in a time difference of 2 or more hours
If the new flight is no longer a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide an Avelo Travel Fund (credit towards future travel on Avelo) for the value of the unflown flight(s) plus an additional $25 Avelo Travel Fund per Customer on your reservation OR
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment
Schedule change resulting in a time difference less than 2 hours
Due to the close proximity of the original departure time, no additional changes or compensation will be offered.
Our commitment during delays and cancellations
Controllable events (domestic flights & Puerto Rico)
Delays, cancellations, diversions or other service delivery failures due to causes within Avelo’s control (such as mechanical or Crewmember availability).
Delay 2 hours or less:
No compensation
Delay between 2 and 3 hours:
$25 Avelo Travel Fund per Customer on your reservation
Delay between 3 and 5 hours:
- $25 Avelo Travel Fund per Customer on your reservation +
- Eligible to switch to next available flight at no additional cost OR
- Eligible to cancel and receive refund to either Avelo Travel Fund or your original form of payment
Delay greater than 5 hours:
- $50 Avelo Travel Fund per Customer on your reservation +
- Eligible to switch to next available flight at no additional cost OR
- Eligible to cancel and receive refund to either Avelo Travel Fund or your original form of payment
Cancellation:
- $100 Avelo Travel Fund per Customer on your reservation +
- Switch to next available flight waiving any difference in fare
- Hotel accommodations to non-local Customers
- If Avelo cancels or delays a flight overnight due to a controllable event, non-local Customers will be eligible for hotel accommodations up to $150 per flight reservation per qualified night
- If the next available flight time is not a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide an Avelo Travel Fund (credit towards future travel on Avelo) for the value of the unflown flight(s)
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment
Controllable events (international flights excluding those originating in Mexico)
Delays, cancellations, diversions or other service delivery failures due to causes within Avelo’s control (such as mechanical or Crewmember availability).
Delay 2 hours or less:
No compensation
Delay between 2 and 3 hours:
$25 Avelo Travel Fund per Customer on your reservation
Delay between 3 and 6 hours:
- $25 Avelo Travel Fund per Customer on your reservation +
- Eligible to switch to next available flight at no additional cost
Delay greater than 6 hours:
- $50 Avelo Travel Fund per Customer on your reservation +
- Eligible to switch to next available flight at no additional cost OR
- Eligible to cancel and receive refund to either Avelo Travel Fund or your original form of payment
Cancellation:
- $100 Avelo Travel Fund per Customer on your reservation +
- Switch to next available flight waiving any difference in fare
- Hotel accommodations to non-local Customers
- If Avelo cancels or delays a flight overnight due to a controllable event, non-local Customers will be eligible for hotel accommodation up to $150 per flight reservation per qualified night
- If the next available flight time is not a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide an Avelo Travel Fund (credit towards future travel on Avelo) for the value of the unflown flight(s) OR
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment
Controllable events (international flights originating from Mexico)
Delays, cancellations, diversions or other service delivery failures due to causes within Avelo’s control (such as mechanical or Crewmember availability).
Delay up to :59 minutes:
No compensation
Delay between 1 hour and 1:59:
- $25 Avelo Travel Fund per Customer on your reservation
- Meal accommodation
Delay between 2 hours and 3:59:
- $50 Avelo Travel Fund per Customer on your reservation +
- Meal accommodation
Delay greater than 4 hours:
- $50 Avelo Travel Fund per Customer on your reservation +
- Meal accommodation
- Eligible to switch to next available flight at no additional cost OR
- Eligible to cancel and receive refund to either Avelo Travel Fund or your original form of payment
Overnight delay or cancellation:
- $100 Avelo Travel Fund per Customer on your reservation +
- Meal accommodation
- Eligible to switch to next available flight waiving any difference in fare
- Hotel accommodations to non-local Customers
- If Avelo cancels or delays a flight overnight due to a controllable event, non-local Customers will be eligible for hotel accommodations up to $150 per flight reservation per qualified night
- If the next available flight time is not a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide an Avelo Travel Fund (credit towards future travel on Avelo) for the value of the unflown flight(s)
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment
Uncontrollable events
Delays, cancellations, diversions or other service delivery failures due to causes outside Avelo’s control (such as weather and air traffic control restrictions).
Uncontrollable delays regardless of duration:
No compensation or accommodations are required by law or provided
Uncontrollable cancellation:
- Switch to next available flight waiving any difference in fare
- If the next available flight time is not a viable option for you:
- We’ll offer to move you 7 days before or after your scheduled departure date (same origin and destination) waiving any difference in fare OR
- Cancel your reservation on the impacted flight and provide an Avelo Travel Fund (credit towards future travel on Avelo) for the value of the unflown flight(s)
- Cancel your reservation on the impacted flight and refund your purchase to your original form of payment