Independent profile — not affiliated with Avelo Airlines
Avelo Airlines
Avelo Airlines, Inc. flies from Houston-headquartered Avelo Airlines to East Coast, Florida and Texas destinations. Below are its published refund, Avelo Cash, Avelo Plus and complaint rules, DOT refund rights, and the DOT, BBB and Trustpilot figures as displayed on October 11, 2026, kept separate.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Contacts
- Official website (aveloair.com): https://www.aveloair.com/
- Avelo Contact Us page: https://www.aveloair.com/contact-us
- Support email (flight status, baggage, changes, refunds, Avelo Plus): [email protected]
- Customer Solutions Center: (346) 616-9500
- Fraud reports (not for refunds or flight changes): [email protected]
- Avelo Customer Service Commitment: https://www.aveloair.com/customer-service-commitment
- DOT: file an air travel consumer complaint: https://www.transportation.gov/airconsumer/file-consumer-complaint
Locations
| Type | Address |
|---|---|
| Headquarters | 12 Greenway Plaza, Suite 400 Houston TX 77046 |
Avelo Airlines refunds, Avelo Cash, cancellations and how to complain: what Avelo's pages and DOT's rules say (checked October 11, 2026)
Avelo's own pages, DOT's refund and complaint pages, the BBB and Trustpilot profiles and DOT's September 2026 Air Travel Consumer Report were opened on October 11, 2026. This site's complaint archive has no approved posts about Avelo Airlines (see the complaint-record section), so the steps below come from Avelo's and DOT's published rules.
Cancel or change. Avelo's refunds page lists fees by booking date. Reservations booked on or after 3/6/25 with AveloFlex have no change or cancel fees (one-time change or cancel up to 15 minutes before departure). Without AveloFlex, the fee is a percentage of the reservation value that depends on when the booking was made and how far ahead you cancel: for example, bookings made between 1/30/26 and 5/5/26 show 10 percent more than 60 days out, 50 percent from 8 to 60 days, 75 percent from 24 hours to 7 days and 90 percent from 15 minutes to 24 hours; bookings made on or after 5/6/26 use a different table. Check the table that matches your booking date on the page itself.
Avelo Cash versus a refund. Avelo says canceled reservations receive Avelo Cash that can be redeemed toward a future Avelo flight, and that Avelo Cash 'has no cash or refund value'. Avelo's Contract of Carriage (effective January 21, 2026) says Avelo Cash 'is non-transferable and may only be used by the Customer(s) to whom it was issued' and must be used within a validity period 'not to exceed' 'one (1) year from the booking date' for customer-initiated changes or cancellations, or 'five (5) years from date of issuance' for significantly delayed or changed flights and cancellations by Avelo; unused Avelo Cash is forfeited after that period. It also says reservations canceled within 24 hours of purchase and at least 7 days (168 hours) before departure are refunded to the original form of payment through Manage Trips, and that a $25 charge per seated traveler applies to reservations canceled through the Customer Solutions Center.
DOT rules. DOT's refunds page says a consumer is entitled to a refund of the ticket price if the airline cancelled a flight, regardless of the reason, or significantly delayed or changed it, and the consumer chooses not to travel or accept credits or other compensation. DOT's page says a consumer who bought directly from the airline is 'entitled to an automatic refund' when the airline cancels or significantly delays or changes the flight and the consumer does not accept the changed flight, a rebooked flight, a credit or voucher or other compensation; it is due within 7 business days for credit card purchases and 20 business days for cash purchases after the airline becomes aware that the consumer does not accept the alternative. DOT advises paying close attention to emails, text messages or app notifications when a flight schedule changes. DOT also says a checked-bag fee is refundable if the bag is lost or significantly delayed (not delivered within 12 hours on a domestic flight) and a mishandled-baggage report was filed.
Contacting Avelo. Email [email protected], call (346) 616-9500, or write to Avelo Airlines, Customer Care, 12 Greenway Plaza, Suite 400, Houston, TX 77046. Avelo's Customer Service Commitment says it will acknowledge written complaints within 30 days and give a substantive written response within 60 days (30 days for disability matters), and that the fastest way to submit a refund request is by calling (346) 616-9500.
Avelo Plus. Avelo's Avelo PLUS page says memberships 'automatically renew unless cancelled'. Avelo PLUS Terms and Conditions (updated September 17, 2026) say: 'Each Membership Fee is for a one (1)-year period from the date of enrollment (or renewal, as applicable). MEMBERSHIP FEE IS NON-REFUNDABLE AND MEMBERSHIPS ARE NON-TRANSFERABLE.' The same terms say that to avoid the renewal charge 'you must cancel your membership prior to 11:59p.m. Eastern Time on the day prior to the end of your then-current Program membership term' by logging in to your account on AveloAir.com, selecting 'Avelo PLUS membership' under 'My Account' and clicking the 'Avelo PLUS auto-renewal' toggle. For disputes, the terms ask the member to submit a complaint through the feedback form at aveloair.com/contact-us and to 'allow Avelo a period of sixty (60) days to provide a substantive response', after which unresolved disputes go 'to binding arbitration in Harris County, Texas'. The first-year introductory rate applies only once.
If Avelo does not resolve it. DOT says to give the airline a chance first, then file a complaint with DOT's Office of Aviation Consumer Protection. DOT's complaint page says that, except for civil rights complaints, DOT 'does not investigate every air travel service complaint received' and instead conducts 'targeted or sample reviews', and that it directs the airline to respond directly to the consumer. A card dispute with your issuer is a separate route that depends on your card terms.
Avelo Airlines: who operates it and recent company announcements
Who operates it. Avelo's Contract of Carriage (effective January 21, 2026) defines Avelo as Avelo Airlines, Inc. Its Customer Care mailing address and BBB listing are 12 Greenway Plaza, Suite 400, Houston, TX 77046, and Avelo's About page names Andrew Levy as founder, chairman and CEO. Avelo's news releases describe the airline's debut in April 2021.
Recent company announcements (Avelo's newsroom). On January 6, 2026 Avelo said it 'has been recapitalized', would streamline its network around four current bases with a fifth planned in Dallas / McKinney, would close its bases in Mesa, Raleigh-Durham and Wilmington, and would remove six Boeing 737-700 aircraft, with 'near-term schedule changes that will impact many Customer itineraries'. If a schedule change affected your trip, the DOT refund rules summarised above apply.
Immigration-enforcement flights. An Avelo joint statement dated April 15, 2026 says that 'in light of Avelo's decision to stop flying contract flights in connection with the United States Department of Homeland Security's immigration enforcement efforts', Avelo and Miller/Proton agreed to a confidential settlement of their dispute. That statement is the only primary source this page relies on for the topic; this page does not describe the underlying events beyond it.
Avelo Airlines complaint record: DOT, BBB and Trustpilot as displayed on October 11, 2026
Our archive. No approved post in this site's complaint archive names Avelo Airlines as the business complained about. Posts that mention 'Avelo' in this archive concern Avelo Mortgage, a different business, and are not linked here.
DOT. The September 2026 Air Travel Consumer Report (July 2026 data), table of consumer complaint cases against U.S. airlines, lists 61 complaint cases for Avelo Airlines in July 2026: refunds 27, reservations/ticketing/boarding 8, baggage 8, flight problems 4, customer service 4, fares 3, other 3, oversales 2, disability 1 and advertising 1. These are counts of complaints DOT received; this table shows counts only, so they should not be compared with other airlines' counts without adjusting for size.
BBB. As displayed on October 11, 2026, the BBB profile for Avelo Airlines (Houston) shows rating F, not BBB Accredited, 291 complaints in the last 3 years (103 in the last 12 months), the reasons 'Failure to respond to 286 complaint(s) filed against business' and '291 complaint(s) filed against business', one BBB alert about complaints and customer reviews averaging 1.13 out of 5 from 96 reviews. BBB's raw data shows the file opened on 2022-02-28.
Trustpilot. As displayed on October 11, 2026, an unclaimed Trustpilot profile for aveloair.com shows 1.3 stars from 60 reviews (1-star 90 percent), with Trustpilot's note that the company has not invited reviews so they may not be representative.
These sources are separate and are not added together. Complaints on these platforms are allegations by the people who filed them.
Is Avelo Airlines Legitimate?
Avelo Airlines, Inc. is a U.S. passenger airline whose Contract of Carriage, Customer Service Commitment, refund rules and complaint channels are published on aveloair.com (opened October 11, 2026). Its profile on BBB is rated F with the complaint counts above, and DOT's report lists 61 consumer complaint cases against it for July 2026. This site does not assign a rating or verdict. Searches of CourtListener for the case name 'Avelo Airlines' on October 11, 2026 returned 9 federal cases; their claims were not reviewed for this page and none is listed here. No regulator enforcement order against Avelo was identified in the sources checked on October 11, 2026, which did not include a search of every state agency.
Frequently Asked Questions
How do I get a refund from Avelo Airlines?
Avelo's refunds page says reservations canceled within 24 hours of purchase and at least 7 days (168 hours) before departure are refunded to the original form of payment through Manage Trips; other cancellations receive Avelo Cash, which Avelo says 'has no cash or refund value'. Avelo's Customer Service Commitment says refunds that are due are provided within 7 business days for card purchases after a completed request, and that calling (346) 616-9500 is the fastest way to submit one. DOT's refunds page separately says a refund is owed if the airline cancelled or significantly changed the flight and you decline the alternatives.
What is Avelo Cash and can it be turned into money?
Avelo's refunds page says canceled reservations receive Avelo Cash that can be redeemed toward a future Avelo flight; and, per the Contract of Carriage, Avelo Cash 'is non-transferable and may only be used by the Customer(s) to whom it was issued' and has a validity period 'not to exceed' one year from the booking date (customer-initiated changes or cancellations) or five years from the date of issuance (significantly delayed or changed flights and cancellations); the page says it 'has no cash or refund value'. DOT's refunds page says that when a refund is required by DOT rules (for example a cancelled flight), an airline may offer credits in lieu of a refund only if it also tells you that you are entitled to a refund, and credits must be valid for at least five years.
How do I cancel an Avelo Plus membership?
Avelo's Avelo PLUS page says memberships 'automatically renew unless cancelled'. Avelo's Avelo PLUS Terms and Conditions (updated September 17, 2026) say that to avoid the renewal charge 'you must cancel your membership prior to 11:59p.m. Eastern Time on the day prior to the end of your then-current Program membership term': log in to your account on AveloAir.com, select 'Avelo PLUS membership' under 'My Account' and click the 'Avelo PLUS auto-renewal' toggle. The same terms state: 'MEMBERSHIP FEE IS NON-REFUNDABLE AND MEMBERSHIPS ARE NON-TRANSFERABLE.' The Avelo PLUS page also says the first-year introductory rate applies only once and later renewals are charged at the then-current standard rate. Email [email protected] if the toggle does not work.
What fees apply if I change or cancel an Avelo flight?
Avelo's refunds page shows different rules by booking date. Bookings made on or after 3/6/25 with AveloFlex have no change or cancel fees (one-time change or cancel up to 15 minutes before departure). Bookings without AveloFlex carry a percentage fee of the reservation value that depends on the booking date and time before departure; the page lists separate tables for 3/6/25 to 1/29/26, 1/30/26 to 5/5/26 and on or after 5/6/26. Cancellations made through the Customer Solutions Center carry a $25 charge per seated traveler.
What can I do if Avelo cancels or significantly changes my flight?
Avelo's Customer Service Commitment says it will rebook you on the next available Avelo flight at no additional cost, or issue a refund or Avelo Travel Funds for the unused portion on request, and that it cannot rebook on other airlines. DOT's refunds page says a consumer is entitled to a refund if the airline cancelled the flight or made a significant change and the consumer chooses not to travel or accept credits or other compensation, and that airlines must notify you of that right.
What if Avelo delays or loses my checked bag?
Avelo's Customer Service Commitment says that if your checked bag does not arrive on your flight you should report it to a crewmember, that Avelo will make every reasonable effort to return it within 24 hours, and that it will reimburse reasonable expenses and the checked bag fee if the bag is delayed. DOT's refunds page says a checked-bag fee is refundable if the bag is lost or significantly delayed and a mishandled-baggage report was filed.
How do I file a complaint about Avelo Airlines?
Avelo's Customer Service Commitment lists email ([email protected]), phone ((346) 616-9500) and mail (Avelo Airlines, Customer Care, 12 Greenway Plaza, Suite 400, Houston, TX 77046), and says written complaints are acknowledged within 30 days and answered substantively within 60 days. DOT says to give the airline a chance to resolve the problem first and then file a complaint with its Office of Aviation Consumer Protection through the 'File a Consumer Complaint' page.
How many DOT complaints were recorded against Avelo?
DOT's September 2026 Air Travel Consumer Report (July 2026 data) lists 61 consumer complaint cases against Avelo Airlines for July 2026, of which 27 were about refunds. The table shows counts only, so it cannot by itself be compared with other airlines of different size.