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:10/29/2022

  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.

  Oct 2, 2022 I had a flight from ****** to ************ for **** in the evening. Throughout the day, Southern repeatedly increase the delay for a total of 5 times I believe. After the first delay I went to the ticket counter to inquire about the delay and was told it was a pilot sleep issue and that there was no mechanical problem with the aircraft and that i was unlikely to be cancelled. I did ask about how many passengers were on the flight because I am taller and when there is a full flight I tend to get stuck in the middle seats with shorter leg room. I was informed that the flight was not close to full. Anyhow, ******* waited until **** and then cancelled the flight all together. Now this would not have been a show stopper if they had done this earlier in the day because I could have made other arrangements, but now at ************************************************* order to be on time to do surgery the next day. That night I called customer service and voiced my complaints and was told that I could be reimbursed up to $125 dollars for a rental car but to turn everything in, which I did and was only refunded the cost of the flight which was nominal compared to the $400 it cost for a weeks car in addition to the gas, risk, and cost of my time. I also find it perplexing the partially full flights get cancelled at a higher rate than the full ones. And lastly I wonder why this flight so far over the last month has a >50 delay rate. I would like to be reimbursed something partially comparable to what either they poor planning or deception cost me.

  Business Response

  Date: 10/31/2022

  Thank you ************, for allowing me to respond back to your complaint.  I have thoroughly investigated your complaint and I want to say I am sorry that the station agent gave you misleading pilot information.  Your flight was canceled for operational reasons, this is the information that the flight following department releases to stations and call center agents. I was able to pull all your calls and unfortunately we did not receive a phone call from you that night so we could book you a car for the inconvenience of the last flight of the day cancellation.  I do see that we refunded you for that segment and we are also paying $200.00 for your car rental.  In the future if your flight is canceled and there are no other flights for that day please reach out to the call center immediately so we can make arrangements for you.  Again I am sorry the frustration you incurred and please know that we do value you and want to be your airline of choice.

• Initial Complaint

  Date:10/19/2022

  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.

  My flight reservation (007R7I) for 9/8/22 was cancelled on 9/7/22. I spoke with the company on 9/7/22 and was told a refund would be issued in **** business days. Over 10 business days later I called back and was told that something went wrong with the refund and that a check would have to be issued. On 10/1/2022 I spoke with ***** who confirmed my address and told me that a refund check would be issued immediately. As of 10/19/2022, a refund check still has not even begun to be processed and has not been mailed.

  Business Response

  Date: 11/03/2022

  Good morning ******, I am sorry that you reached out to the BBB, when you called and spoke to ***** you were advised that the check was being mailed.  I checked with our accounting department and the check cleared on 10/21/22 from the bank.

  This case is closed.
  

  Customer Answer

  Date: 11/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution is sufficient because the money was returned but the complete lack of prompt refund was ridiculous. And there was no excuse for my case getting lost at Southern Airways Express for weeks. You should do better. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/16/2022

  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.

  Date of Flight: 10/06/2022. Flight #*** **************** was horrible. As a frequent traveler I know that baggage policies vary between different airlines. So prior to our flight, I thoroughly read through the policy to make sure wed be in compliance with our luggage. The policy states, Carry-On Baggage Allowance. ******************************* Airways will accept one piece of Carry-On Baggage at no cost. Carry-On Baggage is subject to maximum outside dimension of 22W x 14?H x 9?L and a maximum weight of 15 lbs. All of our carry-on luggage was smaller than these dimensions and under the 15 lbs limit. However when we checked into the flight we were told that our bags wouldnt fit under the seat and they would have to put them in the luggage compartment. I was then told Id have to pay for each bag to be checked at $20 each (we had 4 bags). Since we had met the policy requirements for size and weight, I said I was fine with wherever they wanted to put my bags but didnt think I should be charged for a checking a bag as per their own policy entitled me to a free carry-on. In the end the manager gave me an ultimatum, pay $80 to check the bags or not get on the flight. After our vacation I called customer service to discuss the issue. The representative agreed that if I followed the size and weight requirements I shouldnt have been charged but said they couldnt refund me the $80 because the manager at the gate made a judgement call to charge me and they stick with his decision. Ive asked for something in writing (rule / policy) that would show why I was charged for bags that were under size and weight. They cannot produce anything but still refuse to refund my fees.

  Business Response

  Date: 10/17/2022

  Good afternoon and thank you for allowing me to respond back to your complaint.  I checked with the station and the pilots and they were all in agreement you had hard case roller bags that did not meet our specifications. We take safety very seriously and there was no way your bags were going to fit inside our cabin at your feet.   *******'s Southern Airways Reserves THE RIGHT IN ITS SOLE DISCRETION TO DETERMINE THE SUITABILITY AND PLACEMENT OF STORAGE OF ANY ITMES TO BE CARRIED IN THE ***** OF THE Aircraft it was  advised to you at station by not only the agent but  the pilots, therefore your request has been denied.
  
  Thank you for understanding and knowing that we value the safety of our passengers, crew and our aircraft.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18230271
  
  I am rejecting this response because:

  You say I was advised by the pilots. This is a complete lie, I never once spoke with the pilots.

  I have read the policy that you quoted in your response and even agree with the statement, "MARIANAS SOUTHERN RESERVES THE RIGHT IN ITS SOLE DISCRETION TO DETERMINE THE SUITABILITY AND PLACEMENT OF STORAGE OF ANY ITMES TO BE CARRIED IN THE ***** OF THE AIRCRAFT." I am fine with wherever you want to place my bag however, there is no language in the policy that states, should you move my COMPLIANT bag I, the customer, will be charged for it. As I stated before, I met your policy in regards to carry-on luggage in both size and weight. 

  In your response, you also state that my bags didn't meet your specifications. Please elaborate as to HOW they did not meet your specifications. I 100% met the specifications that were available to me via your written policy. You have yet been able to produce any written policy that shows how I didn't meet your specifications. 

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

  Business Response

  Date: 10/18/2022

  Good afternoon, I never said the pilots spoke to you, I said I reached out to the station and the pilots that were working.  We do not accept hard case roller bags inside the aircraft, again this is a safety issue.

  I do apologize for the inconvenience, please understand that safety is our number one priority.

   

   

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18230271
  
  I am rejecting this response because:

  Please provide written documentation from your baggage policy that shows hard cases are not allowed in the cabin. And even if you have said rule in your policy, which you don't, where does it say that the customer is responsible to pay if their bag is determined to be a better fit in luggage compartment? You're also failing to address the fact that I met all the written policy guidelines for size and weight. The only explanation I will accept is proof via your policy that shows why I should be charged for bags that are both under your size and weight requirements. 

  I feel like I'm a broken record. My complaint is that I met the posted policy guidelines for a free carry-on bag, but was forced to pay or not fly. The explanations you've attempted to give as reason are all just non-sense and don't have any backing via your policy. All all hear from your explanations, thus far, is "even though you met all the policy guidelines for the free carry-on, it wouldn't be convenient to actually have the bags in the cabin so we are going to force charge you to put them in the back of the plane." That is essentially your argument.

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

• Initial Complaint

  Date:08/25/2022

  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 have credit with southern airways/mokulele that expires soon, but I have a broken foot and cannot travel. they said they would extend it a year and then when orbitz called them, they would do it. Please process year extension from 9/8/22 to 9/8/23. itinerary #**************

  Business Response

  Date: 08/30/2022

  Good morning **************,  I have thoroughly investigated your claim, and I am extending the credit until 12/31/22.  We are being very generous since credits are only good for one year.  This means you will need to fly by 12/31/22, if you are not able to use your credit you may give it to anyone, however, if you do not use it the credit will be forfeited.

  Thank you,

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

  Customer Service Manger
  

   

   

  Customer Answer

  Date: 08/30/2022

   
  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.  **Please have southern airways email me the reissue/extension via email to ********************** 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17775881

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  **Please have southern airways email me the reissue/extension via email to ********************** 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/12/2022

  Hello I responded August 30, 2022 to this same email.  Please my original response.  This is closed.

   

  Thank you