- General. Avelo’s liability, if any, for loss of, damage to, or delay in the delivery of Checked Bags and/or its contents, except for wheelchairs, mobility aids, and assistive devices used by a Qualified Individual with a Disability, is limited to the proven amount of damage or loss, but in no event shall be greater than $3,800 per Customer for all domestic flights, or 1,288 Special Drawing Rights (approximately $1,700.00 US) per Customer for all international flights pursuant to the Montreal Convention.
- Avelo will compensate the Customer for reasonable, documented damages incurred as a direct or consequential result of the loss of, damage to, or delayed delivery of such Baggage up to the limit of liability, provided the Customer has exercised reasonable efforts and good judgment to minimize the amount of damage. The actual value for reimbursement of lost or damaged property shall be determined by the documented original purchase price less depreciation for prior usage.
- Avelo is not liable for claims of missing or damaged articles if a Customer’s Checked Bag is not damaged, delayed or lost.
- Baggage Delivery. Avelo will pay the delivery charges to return a delayed Checked Bag to a Customer only so long as such Checked Bag(s) was tendered to Avelo by the Customer at least 40 minutes prior to the domestic flight’s scheduled departure time, or at least 60 minutes prior to the international flight’s scheduled departure time. If a Customer’s Checked Bag(s) is tendered to Avelo less than 40 minutes prior to the domestic flight’s scheduled departure time, or less than 60 minutes prior to the international flight’s scheduled departure time, Avelo will make reasonable efforts, but cannot guarantee, to transport such Checked Bag on the Customer’s flight. Avelo will not assume responsibility for delivery charges if such Checked Bag arrives at the Customer’s destination on a subsequent flight or for non-revenue Customers.
- Personal Property Carried On Board Aircraft. Avelo assumes no responsibility and is not liable for loss of or damage to personal property carried on board an aircraft.
- High-Value Items Unsuitable for Checked Baggage. Avelo assumes no responsibility for and will is not liable for money; cosmetics; jewelry; watches; photographic, video, and optical equipment (including glasses, contacts and/or sunglasses); computers and other electronic equipment; computer software; silverware and china; fragile or perishable items (perishable items may include, without limitation, fruit, vegetables, meats, fish, poultry, bakery products and other forms of food); flowers and floral displays and plants and similar articles requiring maintenance at specific temperatures (all of which must meet applicable agricultural guidelines); liquids; medicines; precious gems and metals; negotiable instruments; securities; business or personal documents; samples; items intended for sale; paintings, artifacts, and other works of art; antiques; collectors’ items; unique or irreplaceable items such as dental and orthodontic devices or equipment; keys; electronic cigarettes, vaping devices, or spare lithium batteries; heirlooms; research, experimental, and scholastic items and documents; manuscripts; furs; irreplaceable books or publications; and similar valuables contained in Personal Items, Carry-on Bags or Checked Bags. For the Customer’s protection, these items should not be transported in Checked Bags.
- Normal Wear and Defects. Avelo is not liable for loss or damage arising from normal wear and tear, such as cuts, scratches, scuffs, stains, dents, punctures, marks and dirt on Checked Bags. Furthermore, Avelo is not liable for defects in Baggage manufacture.
- Previously Damaged Items. Avelo is not liable for further damage to previously damaged items. Avelo may, but is not obligated to, accept previously damaged items subject to a limited release of liability.
- Claims. In the case of loss of, damage or substantial delay in delivery of Checked Bag(s), a claim will not be entertained by Avelo unless the following steps are completed by Customer:
- In all cases, Customer must notify Avelo of the claim and receive a Baggage report in accordance within the applicable timeframe below:
- Domestic Flights: Not later than four (4) hours after either: (1) arrival of the flight on which the loss, damage or delay is alleged to have occurred or (2) receipt of the Baggage, whichever is applicable;
- International Flights: Not later than seven (7) days from receipt of the Checked Bag(s) in the case of damage to the Checked Bag(s) and not later than twenty-one (21) days from the date on which the Check Bag(s) should have been placed at Customer’s disposal in the case of delayed or lost Checked Bag(s); and
- Customers must subsequently complete an Avelo Baggage Claim Form, available at https://www.aveloair.com/help/baggage-claim-form and submit electronically.
Avelo will document the Customer’s Reservation and attempt to locate and return the bag as soon as possible. If the item has not been located after five (5) days for domestic flights or after 21 days for international flights, Avelo will begin reimbursement processes.
- In all cases, Customer must notify Avelo of the claim and receive a Baggage report in accordance within the applicable timeframe below:
- Notice of Claim. With respect to any claim for compensation of any nature, Customer must submit their claim directly to Carrier within the applicable timeframes as outlined in Section 7(a) above, and allow 28 days for domestic flights or 60 days for international flights, or any shorter time as prescribed by law, for Carrier to respond. Carrier will not accept or process any claims submitted by a third party on behalf of any customer unless this period has elapsed without a response to customer. Notwithstanding this limitation, Carrier will permit a customer to make a claim on behalf of other customers on the same reservation, customers lacking capacity to submit their own claims, and claims on behalf of minor customers. Carrier may require and evaluate proof that any party other than customer is authorized to submit a claim on their behalf.
- Fraud/Completeness. Avelo will deny any claim that is determined to be a fraudulent claim, or if the claim is not returned by the date stated on the claim form, or if the claim is not completed in its entirety and correctly and adhering to all disclosed instructions (e.g., receipts submitted, itemization).