Complaints

This profile includes complaints for Southern Airways Express, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southern Airways Express, LLC

  101 S. Ocean Blvd # 256 Palm Beach, FL 33480-5590

• 

  Southern Airways Express, LLC

  101 N Riverside Dr STE 211 Pompano Beach, FL 33062-5011

• 

  Southern Airways Express, LLC

  2875 S Ocean Blvd # 256 Palm Beach, FL 33480-5590

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SOUTHERN AIRWAYS EXPRESS failed to give me proof, i request for that they can not give me COMMON CARRIER STATEMENT OF DELAY and VERTIFACATION OF INCCIDENT reports to give to allianz global travel insurrance. because it was against their rules. they sais the insurrance company had to request it. i said ok give me something to give them so they would requset the reports. ***** said to call. chat took place 7-9-2023 at 7:48 am CENTRAL STANDARD TIME.

  Business Response

  Date: 07/10/2023

  Good morning ************,

  I was able to pull the chat that you had with the agent.  She did advise you correctly, since you did not book with Southern Airways Express you will need to contact AA for the refund.  They will contact us for a waiver code so you can be refunded.  Please understand that all airlines have set policies in place, please reach out to them for refund.  

  Customer Answer

  Date: 07/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First I was told to be there an hr early because I couldn't check in online so I got there @5 and was told they weren't ready. I got an email @4;48 with a different time. The email said nothing about a delay or anything. No one at the airport said a word. The flight was delayed 2 hrs and still no one said anything. The 2 female employees were extremely rude. I was told when I returned that the same rules followed that I couldn't get my boarding pass until an hr before my flight. I called the airline that morning of me going back which was the next day and they told me the flight was on time. I get to the airport and get to the service desk and see people standing in line but no operator was there. It was around 8:20ish. I continue to wait and still no operator and the people were still in front of me. I then saw a sign that said if they weren't there to call a number. I called the number and the lady told me I was late and needed to go to TSA to check in. I walked to TSA and they tell me I needed a boarding pass. I call the lady back and she says she will send it to my phone. I wait, and wait, and then she calls me back to say I will have to get another flight because she couldn't send the boarding pass. I was LIVID. I was late getting there and missed a meeting, and now I was gonna have to change flights. I call to get another flight and they tell me that this was my fault and I could get another flight, but I would have to pay the difference. Mind you the lady at the airport told me that the pilot couldn't wait for me, yet I had waited 2 hrs the day before. I opted to get a one way flight on Delta just so I would have guaranteed quality service! This airline needs to shutdown. They don't have enough employees so they have people pulling double duty with the expense of the customer paying for their inefficiencies! I will wait a few days and then I will post this to my social media on my accounts and my clients accounts with over ******* followers!

  Business Response

  Date: 07/10/2023

  Good morning **************,

  Thank you for allowing us to respond to your complaint.  I pulled the calls from July 7, 2023 and you called at 6:59 am to see if you flight was on time, we advised you that your flight was indeed on time.  You state you were at the ticket counter at 8:20 ish am, check in is 2 hrs before the flight, the ticket counter was closed when you called in at 8:54 am.  The agent that you spoke to gave you incorrect information for you to go to proceed to TSA with just your license, she is a new employee and will be retrained, however, the fact remains that the counter was closed and you missed the cut off time.  You were sent an email as a courtesy of the departure time the night before.  I am sorry you are upset but please know that all airlines have set hours in place so passengers can get to the airport on time to catch their flight

  Regarding the  flight on July 6, 2023 we did send you a notification that your flight was going to be delayed.  We sent you the notice on 7/5/23.  I pulled the notification and you did open so you were fully aware the night before of the new flight time.  This is something that we do for all our passengers that are affected by a flight delay or cancellation.

  I apologize for the 2 employees that were rude to you and did not provide you with great customer service, they have been pulled to be retrained, please accept our sincere apologies and know that we do strive to give all our passengers great service.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20288817
  
  I am rejecting this response because: how can you say that we are to be at the airport 2 hrs early when the ******* airport doesn't even open until 5am and my flight was scheduled to leave @6. When I got to the airport it was pitch black dark! My email was sent @4:48a am and I was already at the airport.  The email never said a delay or an apology it just had a time change, and we STILL didn't leave until another hour later. This airline takes no responsibility for it's actions. I have flown on every airline and if I was late someone was always at the counter to help me, but not the case here. Every counter had someone but this one. You can't print out your own boarding pass or nothing! Everything is my fault! I missed a meeting on Thursday morning because of a delayed flight, and another one on Friday. This airline is terrible and I will make sure that the world knows!! 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/10/2023

  I am sorry you feel this way, at ******* we only require you to be there 1 hour before your flight departs, however, in ******* you do need to be there 2 hours before your flight due to the long TSA lines.

  Thank you.

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight from ********** to ********* supposedly 7:20 flight I arrived at the airport shortly after 6:00 so I would have time to get through the airport and get a cup of coffee. I arrived at the ticket booth to be informed the printer was broke so there we stood 15 minutes waiting for the girl to try to figure it out telling me all the bosses were on vacation and no there's nobody to help her. So she was handwriting the tickets that go on luggage. As I now did not have as much time to get through the airport because I am handicapped and cannot walk that fast. I finally get to the boarding area the sign reads now 8:40 I say to the ticket girl what does that mean she says oh that don't mean nothing well I'm not stupid obviously that means the planes been delayed. Then I hear them talking about my luggage saying it was lost and then the girl told me it was found okay that's fine. The reason I took an earlier flight was because I had an appointment in the afternoon I needed to be too. Got on the flight get to Lancaster no luggage. Said to the gentleman where is my luggage oh well he doesn't know he has to load these two other planes first and then he can look into it are you freaking kidding me okay fine sit down fill out this form finally the gentleman's done he makes some phone calls says he's waiting to hear back from them he has no idea where my luggage is. Well now this is going on noon this is now 6 hours I have been dealing with this airline I finally said to him I need to leave will you call me when you know something he said yes he would. I go to my appointment I come home still haven't heard a word so I decided I am going to call ********** and find my luggage. Sure enough I call out there they have it I find it amazing that the man in Lancaster could not have done that they inform me that it would be on the last flight out which now means I have to drive almost an hour up and back to pick up my luggage so now we're talking 7 hours dealing with your airline which should have only been two. I call your complaint line oh well there's nothing we can do I have never had such crappy service and all my life I told the girl I feel I should be compensated for this trip oh well she can't do that unbelievable company

  Business Response

  Date: 06/13/2023

  Hello ****************,

  We at Southern Airways Express (SAE) take every customer experience seriously and we thank you for allowing us to have a chance to reply.  After reviewing your reservation and the events taken place, we at SAE would like to extend a credit voucher for a round trip ticket to use within the next year.   We will be emailing the credit voucher to your email on file today.  Please accept our apology for any inconvenience. 

  Best Regards,

  **************

   

  Customer Answer

  Date: 06/26/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a flight from ************* to ********* on 5/6/23 first the changed the flight to earlier and then at 2:00 am received a text it was cancelled and not rescheduled. I had a connecting flight in ********* so I had to find someone to drive me there. I would think your airlines would have some sort of compensation for the cost to travel 4 hours to continue my travels besides my original cost of my ticket

  Business Response

  Date: 05/16/2023

  Good afternoon *************,

  First, allow me to apologize for the inconvenience.  We operate like all airlines and notify our passengers as soon as there is going to be a disruption in service which our passengers do appreciate so if necessary they can make

  other arrangements if they need to.  It is in our contract of carriage that we are not responsible for other airline connections, we did refund you back for the flight that was canceled.

  In the future please book an interline ticket with **.  An Interline ticket would have allowed ** to move all your flights for you so that you would not have been worried about missing your flight.

  Again, I am sorry for the inconvenience and please know that we value you and all our passengers.

• Initial Complaint

  Date:05/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally booked a round trip flight on Southern Airways Express in December of 2022. One flight was canceled and the other postponed past the time of my connecting flight so I had to make other arrangements. Southern offered me a voucher.This weekend, I used the voucher for a round trip flight. The return flight was scheduled for 6:00 AM. They texted me at 3:00 AM to let me know it was canceled. I had to make quick and expensive arrangements to solve this problem.I requested a refund of the flight and remaining voucher because they have canceled or rendered unusable 75% of the flights Ive tried to schedule. This has caused me to incur additional expenses simply to make it home. I contacted them to ask for a refund but they will only offer a voucher. This is unacceptable as I cant keep booking flights only to have them canceled at the last minute. I feel its unreasonable to expect me to keep hoping that a flight will actually fly when 3 out of the last 4 have had problems.I would like a refund of my $49 fee as well as the 60 remaining on my voucher.

  Business Response

  Date: 05/15/2023

  Hello **************,

  Your original flight was canceled due to weather, we are a part 135 and do not fall under the same guidelines of the major airlines.  What this means is that we do not refund for weather, however, I have authorized to refund you

  back the $60.00 and the $49.  It will reflect on your form of payment within the next 5 buisness days.

  Customer Answer

  Date: 05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booking reference # **B1I8 3/13/23, flight from LNS (Lancaster)to *** (**********) was canceled due to weather. We can no longer use the ticket (for son *******************) bc he had to get back to college. ******************************* says that consumers are entitled to a refund if a flight is canceled, consumers are entitled to a refund if they choose not to fly. I requested a refund of $79 three times. They refuse ** it's not their policy. They refuse to follow the federal law.

  Business Response

  Date: 03/22/2023

  Good afternoon ****,

  I was approved by upper management to refund your son back the $79.00.  I was advised to let you know that due to the size of our aircraft we do not fall under the same regulations as other carriers, our policy states no refunds due to weather and all our tickets are non refundable unless we cancel for maintenance or operational issues.  I have notated on your son's account that he will not be using our services. You will see the refund in 14 business days.

  Customer Answer

  Date: 03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Your Southern Airways Express Flight 881 from *** to CDR will not be operating on Mar 11, 2023 due to weather conditions.My flight ****** to ******* was cancelled. I was treated w disrespect at the gate and also need to get a refund or rebook the flight. The customer service phone lines are inadequate.

  Business Response

  Date: 03/13/2023

  Good morning ****************, I am sorry that you did not receive great customer service on the day of your flight.  I have passed your email to the station manager to review your complaint with his staff and do retraining.
  As you were told when you called in that you are eligible for a refund, however, you booked this reservation with a third party so you will need to contact them for the refund.

  Again, I am very sorry you did not receive excellent customer service.

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket and had an illness. After sending 3 emails and making 3 calls, I have yet to receive a response from the company.

  Business Response

  Date: 02/24/2023

  Passenger was advised all fares are non-refundable.  Also, was notified that can transfer credit to someone else.  Southern Airways Express offer services in ******, ****, and Mainland. 

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19493681
  
  I am rejecting this response because: I do not have an airport close to me to fly with the airline. The manager agreed there are circumstances that should be allowed for a refund. I apologize I have a mental illness that I cannot control but I feel that is a reason. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/09/2023

  Good afternoon Ms. ***************************, you booked these flights on December 29, 2022, and you called to cancel your trip on February 16, 2023 four days before your scheduled flights.  You called and spoke to a supervisor that explained our policy and you were advised of the credit and the credit will remain for 1 year.  As you were advised you can give this credit to anyone and this can be used for our mainland flights as well.

• Initial Complaint

  Date:02/09/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our luggage was delayed getting to to our vacation destination due to the negligence of southern airways staff and we are asking for reimbursement of costs.We were told by ******************** staff that we would have to pickup our bag in ***************** and check it in with ****** airlines. When we arrived in ***************** we deplaned and asked one of the southern airways staff for our checked bag. He told us our bag was automatically being sent to ****** airlines and on to our final destination. We questioned this with the staff member and he assured us the bag would be transferred because of an agreement with southern airways and ****** Airlines. My wife, myself and the other southern airways passenger all heard this conversation and can confirm the information given. Please let me know if you need the other passengers phone number. My wife and I incurred the following costs with the erroneous information the southern airways employee provided with our luggage enroute to ************* and ultimate destination of ********** ******************:Request reimbursement for the following: Clothes 2/4/23: ***** Toiletries 2/4/23: 77.35 Clothes/ toiletries 2/5/23: ****** Can fare 2/5/23: 65 Total: ******.

  Business Response

  Date: 03/02/2023

  Good Morning,
  We at Southern Airways Express (SAE) take every customer experience seriously and we thank you for allowing us to have a chance to reply.    
  After following the trail of events, we do understand the frustration with your baggage.   For this reservation we do not have a baggage agreement with United Airlines.   You are required to check in and pick up the baggage yourself and take it to the other air carrier.   We did relay this information to you to obtain your baggage at the baggage carousel.  Then we understand that you tried to go on the baggage ramp to retrieve your bag, which is not allowed and dangerous.  Again, letting you know you must go to the baggage carousel to retrieve your baggage.  You did not do so.
  Southern Airways Express provides a $25.00 credit for necessary items such as toothpaste, tooth brush, and small personal hygiene items per our rules.   We have extended this credit to you and the credit voucher has been sent to your email.
  Thank you

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19373852
  
  I am rejecting this response because: again, the southern airways employee at the *** airport provided us the wrong information when we specifically asked where to retrieve our bags from. He insisted United and southern airways had an agreement and our bags would be automatically be sent to our United flight with no further action on our part. Had the employee simply told us where the baggage claim was when we asked this all could have been avoided. Please provide a full cash refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/08/2023

   **************, Thank  you for allowing us to respond again.  If you do not book both airlines reservations together on one reservation your bag with not flow through to the next connecting airline as we do not know who your connecting airline is or where to send the bags.  This was not an interline reservation and you were advised to pick up your bags at the baggage claim area and the bags would not continue on to your connecting flight.  You tried to go on to the airport ramp with is not allowed to retrieve them instead of the baggage area.   We will not be providing any additional compensation besides the $25.00 allowed for the necessities' as a courtesy.   Thank you.

  Customer Answer

  Date: 03/09/2023

   
  Complaint: 19373852
  
  I am rejecting this response because: We did not attempt to any restricted area. The southern airways employee gave us the wrong information when we asked about our luggage.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughters and I had a flight booked thru ****** airlines on southern airways express from *** to LNS on 1/20/23. We landed at *** and started getting text messages from southern airways that our flight was delayed. After a 6 hour wait and only text messages about delays with no explanation. No one at the counter knew anything and when we called the number provided we had to leave a voicemail. Southern airways sent out a text that our flight was cancelled. Southern airways offered no assistance with alternate travel options. The lady at their desk was of no assistance. I had to rent a car at midnight and drive the last leg of our trip. ****** Airlines is working on flight reimbursement but wont cover my car rental. I have contacted southern airways and they are refusing any kind of compensation for making us sit in the airport for. 6 hours after a full day of travel and for the car rental that because of their poor service I was forced to get and the drive for over 2 hours in the middle of the night to my final destination.

  Business Response

  Date: 02/20/2023

  Request for compensation has been denied.  Please see attachment