Thank you, you as well! We emailed them, immediately after we got home. And, we were able to get through to customer service at the same time at 1am and they started the refund on the tickets themselves, but said we would need to call back for the luggage we paid for and to try to get reimbursement for any expenses. My wife or I have yet to reach them successfully since that night, despite a few hour+ stints waiting on hold. The man hours we are putting into having our money returned...and, the horrible waiting music.

My wife has been on the phone with them. The other comment about a 3rd party was referring to the day of the flight - the only people present at the airport to seek answers from were 3rd party contractors. My wife was a Saint, waiting on hold for hours with customer service, getting disconnected, waiting again and then relaying the info to everyone in the terminal. I'm hoping they will take care of it. It's frustrating waiting for hours and then having to give up because I don't have 2 hours to wait on hold...between the two of us calling, I'm hoping we get reimbursed. I'm going to ask them to compensate me for my disgusting $60 terminal pizza, too, lol. If they're going to cancel my trip to New Haven and hold me captive in an airport terminal for 14 hours with crappy pizza, it should be on their dollar.

It's how you handle the bad days that makes the difference. In my case, they dealt with it without any grace.

I still haven't gotten refunded for my $135 in checked bags, yet alone a voucher. And, the 3rd party contractors Avelo had working at the gate who couldn't answer any questions and treated us like criminals for wanting to know a flight status...the screaming you witnessed doesn't surprise me.

Yeah, I'm waiting for anything like this to come back from my canceled flight from PBI to New Haven. Their "normal customer service" is some 3rd party contractor at PBI that has no direct line to anyone from Avelo and if you ask a question they can't answer, they threaten to call TSA on you. It was insane. They wanted to call TSA on me and a bunch of grandma's that were trying to figure out what was going on. I was stuck in the airport for 14 hours with my children (one special needs) and no updates (until it was finally canceled).

For me, I get that stuff happens. I'm not going to go into extensive detail with my issues I'm currently facing at PBI with Avelo trying to get to New Haven, but I can tell you that I'm perplexed by their customer service. It's truly a whole different approach...it's like they're actively trying to poke the bear and agitate a terminal full of angry passengers, rather than do a single thing right. You're entitled to mess up, and I know it's not these employees faults...but, wow...this was a disaster and couldn't have been dealt with in a more chaotic manor. All the PBI people are apparently constantly furious with Avelo Operations on a 365 day basis...their responses were much more professional, but basically along the lines of, "good luck with those guys..."...the employees were not prepared or knowledgeable and put gasoline all over the flames. My flight was the canceled flight because they got the plane stuck in the mud at the tweed runway, lol

Finally, a girl for Avelo showed up at the terminal. She says she has no contact with Avelo and not getting any answers from them, but we are all sitting here. She can't get through to anyone from the company that employs her, but claims they will smush us onto the 6:30pm flight since it's not full, worst comes to worst...but our 3:30 has been delayed, indefinitely...

Ugh. Trying to bring my family and young children from PBI to New Haven currently with Avelo. My son is special needs so Avelo and TSA said to arrive 3 hours early, but we had to wait for Avelo employees to arrive at 10am for our 11:25am flight just get our bags checked and start going through security. Now, our flight has been delayed until 3:30pm, we are going to miss an entire day of our vacation, I'm stuck with a 5 and 7 year old, and there's not even Avelo employees in the terminal to speak with. There's a terminal full of irate people and no Avelo personnel to speak with. Flight xp346. Zero recourse....wife is on hold for an hour now, and their email just says, "We know this is not the smooth on-time experience you were expecting. Unfortunately, we fell short this time. We greatly appreciate your understanding and patience."

Thank you

I'd love to get to East Rock Park and tell the kiddos the story of the 3 Judges...and the glaciers that formed our valley between East and West Rock.

...the Hill Museum sounds like it is right up my Alley...gotta see if I can convince the wife and kids to go!

The Ralph Walker Ice Rink is greeaaat info to know, thank you! We wanted to take the kids skating at Rockefeller Plaza next to the Christmas Tree, but figure it might be a little over stimulating for my son (neuro divergent). This would be a bit more calm for him!

I love Edgerton! I'm hoping there's a bit of snow on the ground and I can take the kiddos sledding, too!

That sounds awesome! My wife is allergic to cats, but my kids loveee them (so do I...in addition to coffee, which it seems like they also have!). This, will likely be a unique stop on our vacation, and I'm excited about it! New Haven creates awesome stuff.

They are 5 and 7. The ropes course sounds awesome! 8 remembering the Norwalk Aquarium and loving it. I didn't realize it was on the train route, which makes it easily doable! Kiddos will love that, thank you!

That is true! I need to try and sell my wife on the idea that it's free. It would be nice to say the kids have stood next to a Miro or Picasso, even if it may not resonate with them, yet.

Thank you for the update! Yes!!! Peabody is AMAZING. I can't wait to show the kiddos. I used to stare at those exhibits for hours.

Yeah, we are so lucky with what we have in New Haven. My wife thinks it would be too much for them at their current ages, and we will probably save the art galleries for a trip in a few years when they are more appreciative. (I'm from New Haven and will definitely be bringing them back over time).

Definitely worth it! Thank you 😊

I would LOVE to get the family on board for a hike in East Rock. Just gotta see if they're up for it with the cold!

Those all sound awesome! I forgot about that ropes course! My buddies were telling me about it. That happened after I moved, but looks awesome for the kids (and myself haha!)

Is that the Peabody? Are they open again? I've always wanted to bring my kids there one day when I had them, and then covid happened and the renovations. My son is all about dinosaurs so we are doing the museum of natural history in The City, but man, I'd love to show them the Peabody if they're back open!