What Avelo Airlines has committed to in writing when your flight is delayed or cancelled, summarized from its customer service plan, contract of carriage and tarmac delay plan. Most of these commitments apply only when the cause is within Avelo's control.
The short version
- Avelo Cash for controllable disruptions: $25 for a 3 to 5 hour delay, $50 over 5 hours, $100 for a cancellation.
- A hotel for controllable overnight disruptions, up to $150 a night after a controllable cancellation.
- No committed meals, and no rebooking on other airlines.
Avelo at a glance
For delays and cancellations within Avelo's control.
| Rebooking on Avelo | Yes, at no cost |
|---|---|
| Rebooking on another airline | No |
| Meals | No commitment |
| Hotel for an overnight delay | Yes, with conditions |
| Transport to the hotel | No commitment |
| Credits, points or vouchers | Avelo Cash, $25 to $100 |
| Cash compensation | No |
When the delay or cancellation is Avelo's fault
These commitments apply when the cause is within the airline's control, such as maintenance, crew or its own systems. See controllable vs. uncontrollable delays.
Rebooking on Avelo
Rebooked on the next available Avelo flight to your destination at no additional cost.
You may also rebook within 7 days before or after your scheduled departure date. Customer service commitment last modified January 14, 2026.
Rebooking on another airline Not committed
Avelo states it is not able to rebook on other airlines or compensate for any fare difference.
Meals Not committed
Avelo does not commit to meals or meal vouchers for delays or cancellations.
Food and water are only committed during lengthy tarmac delays.
Hotel
Nearby hotel accommodations, to the best of Avelo's ability, if a Controllable Situation causes you to require overnight accommodation away from your home. For controllable cancellations, non-local customers are covered up to $150 per flight reservation per qualified night.
Controllable situations only (e.g. mechanical or crewmember issues). Not provided for weather or air traffic control.
Transport to and from the hotel Not committed
Avelo does not commit to ground transportation to or from a hotel.
Credits, points or vouchers
Avelo Cash per customer on the reservation for controllable events: $25 for delays of 3 to 5 hours, $50 for delays over 5 hours, $100 for cancellations.
Controllable events only. No compensation or accommodations for uncontrollable delays.
| Situation | What you get |
|---|---|
| Controllable delay of 3 to 5 hours. | $25 Avelo Cash per customer |
| Controllable delay of more than 5 hours. | $50 Avelo Cash per customer |
| Controllable cancellation. | $100 Avelo Cash per customer |
Cash compensation Not committed
No cash compensation. If Avelo cancels, significantly delays or changes a flight and you choose not to fly, you are entitled to a refund, or Avelo Travel Funds on request.
Contract of carriage effective January 21, 2026.
When the cause is weather or air traffic control
For disruptions outside Avelo's control, expect rebooking on Avelo's own flights and little else: the meal, hotel and compensation commitments above generally do not apply. Ask anyway about discounted hotel rates, and check whether your own trip delay cover pays. If you are not sure the cause really is weather, see how to check.
Refunds
Whatever the cause, if Avelo cancels your flight, or delays or changes it significantly (three hours or more domestic, six or more international), and you choose not to travel, you are entitled to a refund to your original form of payment under US rules. You do not have to accept a credit instead. See the DOT refund rule.
Tarmac delays
- Passengers get the opportunity to deplane before a tarmac delay at a US airport exceeds 3 hours (domestic flights). Exceptions: the pilot-in-command determines deplaning would jeopardize safety or security, or air traffic control advises that returning would significantly disrupt airport operations. Plan effective January 24, 2025.
- Passengers get the opportunity to deplane before a tarmac delay at a US airport exceeds 4 hours (international flights).
- Adequate food and drinking water no later than 2 hours after the start of the tarmac delay. Unless the pilot-in-command determines that safety or security considerations preclude such service.
- Operable lavatory facilities, a comfortable cabin air temperature and adequate medical attention if needed. Status notification, including the reasons if known, when the delay exceeds 30 minutes. Plan coordinated with airport authorities, TSA and CBP at each US regular and diversion airport.
- Avelo's tarmac delay plan does not provide any passenger compensation for tarmac delays.
These match the federal rules. See tarmac delay rules.
How to use this at the airport
- Ask the gate agent what is causing the delay, and note the answer.
- Ask for what Avelo commits to, by name. Many commitments are only provided on request. Here is what to say.
- If you pay for something yourself that Avelo commits to cover, keep the receipts and claim afterwards. If it refuses, see how to file a complaint with the DOT.
Sources
Summarized from Avelo's published documents, last checked October 2, 2026. Airlines update these documents, so check the current version before you rely on a specific detail.
- aveloair.com/customer-service-commitment
- aveloair.com/help/flight-disruptions
- aveloair.com/contract-of-carriage
- aveloair.com/tarmac-delay-plan
Compare with other airlines
See how Avelo compares with other US airlines on the airline policies page.
This guide is general information for US travelers, not legal advice. Rules and airline commitments change; check with your airline or the US Department of Transportation for your specific situation.