Join me today on my first-ever flight with an ultra low-cost carrier. As one of the US's newest airlines, Avelo began operations in 2021 and as of 2023 flies to more than 40 destinations.
Some suggestions for Avelo:
- During the online booking experience, make it abundantly clear to passengers that "personal items" does not mean items that safely fit underneath the seat in front of you. Clarifying this may reduce drama at the gate and encourage a more pleasant experience for PAX.
- Revise the at-gate personal item vs. carry-on display. Frontier and Spirit both utilize an at-gate display that allows passengers to demonstrate a personal item or carry-on can fit within a certain volume of space. Your (Avelo's) display implies that personal items or carry-ons that overlap the size restriction cut-out, regardless of whether they can physically be enclosed in that space, are not recognized as personal items or carry-ons and pax must pay at the gate for a personal item or checked bag, respectively.
- Consider implementing a buy-on-board snack and drink menu.