aveloair.com Avis 

We needed to amend our flight plans and called for assistance. A young woman name of May helped us through the process. She was understanding of our needs and was able to solve our issues in a speedy and pleasant manor. We wanted to give a special thanks to her and Avelo for great customer service.

Customer service is not responsive and they won't work with your requests.
I had to cancel a flight for my entire family (4 tickets) about $400 value. They gave me travel funds which was expected. The issue is each of those funds are in the name of the traveler and I have no plans to use them in the next 12 months before they expire. I asked if they can change the name of the funds to another family member who can use the funds, they said email support and they can help. When I emailed support I received a response a day later stating that they cannot transfer the funds in a different name. I called again and got the same story, email support and they can help. After following up on my email asking to help I still have not received a response going on 4 days later.
For a new airline company I would think they would have their customer service together to compete with other airlines. I had a similar situation with United Airlines a year ago as they have a similar policy. Although when I asked if I can use them for another family member they approved my request with no issues. I would not recommend Avelo. Stick with a more established airline until they can figure out their services.

My grandmother passed away over the weekend and I booked a flight for my mother to fly down from EUG-BUR to grieve with the rest of her family. I gave her confirmation code, she checked in 12 hours before the flight, all was fine. But then she gets to the airport, enters her confirmation code into the kiosk, and it says "YOUR BOOKING INFORMATION COULD NOT BE FOUND. PLEASE SEE A CHECK-IN AGENT"

And there IS NO CHECK-IN AGENT to help her nor the two other people with the same problem! She had taken a screenshot of the boarding pass but it was too blurry to get scanned by security. Nobody at the small airport knew how to help her, and she had no other way of getting another boarding pass to get through security.

So now she has to miss an important part of her grieving process, this is irreplaceable time that she will never get back with her family. It was too late to try to get her on another flight the same day (because it was evening already).

I called Avelo immediately to try to get a refund for this ticket (by the way, the phone service is a nightmare) and they said that they marked her as a "no-show" and can't refund the ticket. This is ENTIRELY Avelo Airline's fault, and they won't refund it? This is a ROUNDTRIP flight.

tl;dr DO NOT BOOK WITH AVELO unless you are willing to take the risk that you will lose your money on the flight. Personally, when it comes to travel, it should never be a gamble as to whether you can get on your flight. Better go with an established airline that doesn't have to overbook flights just to stay profitable.

Oh btw the flight in question was 33 minutes late. Flight XP 118 on 14-MAR-2022.

** this is an edited version with many expletives removed

Edited March 26, 2022: I contacted the support team finally, "the best they could do is give me a voucher" and I told them, "ok so I just had the worst airline experience of my life, and I never want to fly with this company again, and you want me to try to fly with this airline again? Are you serious?" To be fair, the person I spoke to on the phone was super nice, it was his second day on the job, the "higher up" support team is the one who won't give me a refund back to the card.

Let me recount the ways this experience has impacted people's time. My mom had to use her vacation days to take time off work. She had to drive an hour down to Eugene, bother my sister to stay at her place and coordinate driving her to the airport. During the whole fiasco, I have to get roped into this during an expensive birthday dinner. Then my mom has to get picked up, and then drive back home. Then we have to call off coordinating her pick up down in the destination (and they had to reserve time from THEIR night).