Avelo launches Disruption Assistance with Hopper’s HTS technology

Real-time self-serve rebooking and refunds

Avelo Airlines has rolled out Disruption Assistance, a new option available at checkout on AveloAir.com and in the airline’s mobile app. The product is designed to step in during a disruption, typically a same-day delay of at least two hours or a cancellation. In those situations, customers receive a proactive notification and can access tools to rebook themselves onto another flight. Alternatives can be on Avelo or another airline through to the final destination. If none of the options works, a full refund of the trip cost is offered while keeping the original Avelo itinerary in place.

The solution is powered by HTS — Hopper Technology Solutions — the B2B division of Hopper. Avelo is using a data-rich, AI-driven platform to handle disruptions in real time. The approach emphasises automation and self-service: rather than sending travellers to a contact centre, the service triggers an alert, opens rerouting options and lets users choose quickly between a new itinerary or a refund. The logic, the airline says, reflects passengers’ desire for greater visibility when plans unravel suddenly.

Strengthening Avelo’s differentiation

The carrier is introducing the offer ahead of the peak summer season, when traffic volumes rise and disruptions have an outsized impact on the customer experience. Avelo says the move will bolster its reputation for reliability and convenience while adding a layer of flexibility to its product. “Offering this new ‘peace of mind’ benefit advances our mission to deliver greater convenience and choice for our Customers,” said Scott DeAngelo, CMO at Avelo Airlines. “Avelo is known for its industry-leading reliability and exceptional customer satisfaction, but we also know things do happen that can impact travel. By introducing Disruption Assistance, we are giving travelers fast, simple solutions when disruptions occur – helping them to reach their destinations more quickly and efficiently.”

“Disruption Assistance delivers a new standard of convenience by providing real-time reach options when customers need them most,” said Ella Alkalay Schriber, SVP & GM of Fintech at Hopper. “Avelo’s commitment to Customer experience and innovation makes them exceptionally well-positioned to offer these solutions and further differentiate their travel experience.” The launch illustrates Hopper’s expansion of its fintech and AI capabilities in aviation beyond traditional comparison or sales use cases, into servicing and end-to-end journey continuity.

Avelo Airlines currently serves more than 30 destinations across the United States, with four bases at Tweed–New Haven, Wilmington, Lakeland and Concord–Padgett. The company has also announced a fifth base at McKinney National Airport, north of Dallas, by late 2026. For its part, HTS brings its B2B travel‑commerce infrastructure, described as data‑rich and driven by artificial intelligence.