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Avelo Airlines complaints

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3262 Westheimer Road, #879
Houston, TX 77098 | Get Directions

(346) 616-9500

http://www.aveloair.com

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Total Amount in Dispute:
$1.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Avelo Airlines closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Avelo Airlines

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3/11/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $1.00 Amount Settled: $0.00

Customer Complaint

1/31/2024

Stopped on January 24, we traveled from San Juan Puerto Rico and arriving at the New Haven CT airport they decided to divert the flight due to poor visibility and took us to Baltimore with the promise of returning the next day to our destination, which did not happen, no being responsible for the hotel where we could spend the night and then return to the airport to get suitcases and be able to board the plane for our return and they left us stranded at another airport for each passenger to be able to resolve as they could and to make matters worse they returned the plane empty without passengers to the New Haven airport without the passengers, which is unprofessional on their part and not complying with their responsibility. We had to rent a car to return to our homes, spending money which we did not have and we had to invest to be able to return since the flight was incomplete. On the other hand, you had to pay for a hotel where you could spend the night, as I am a disabled person. Resolution Sought We need our money refund for both tickets and hotel and car rental money since their irresponsibility caused us extremes and emotional damage.

Company Response

2/28/2024

Company states; We are deeply sorry about the flight diversion to Baltimore following our departure from San Juan, which was the result of fog that would not have allowed us to land safely in New Haven. We sincerely apologize for the inconsistency of information that was available to you while our team worked on alternative travel solutions. We are eventually able to mobilize a flight the following day, but we recognize that many Customers sought alternative travel plans. Due to the broad-reaching impact that weather-related events can have on large volumes of Customers across the aviation sector, airlines are not required to compensate Customers for expenses resulting from delays or cancellations outside their control. This is a longstanding industry standard which Avelo also observes. However, we have refunded the value of the impacted flight leg to your original form of payment. Thank you for understanding, and we hope you will give us another chance to prove that these unusual circumstances were not representative of the convenient and reliable experience you should expect on Avelo. Sincerely, Avelo Airlines

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