Complaints

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:06/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  6/17/23: we had tickets for silver airways flight 3M 72. Our flight was supposed to take off at 1:25PM from *** to ***. Our reservation confirmation was ATICEL. It was delayed because of unknown reasons. We heard that it was because the plane didnt have enough fuel and that there wasnt enough crew available to fly the plane. The flight got delayed longer and longer until we finally boarded the plane at around 6:00PM. The plane sat on the runway for about 45min and then turned around and the airline cancelled the flight due to thunderstorms in the area that were not there when the flight was supposed to take off at 1:25PM. After the flight was cancelled, we purchased new tickets for a flight leaving Monday 6/19 at 7:30AM. We had to book two nights in a nearby hotel. We lost money at our destination for things we paid for that we werent able to use. I called silver airways on 6/18 to get a refund for the tickets I ordered that had been cancelled by the airline. Silver airways only refunded me $88 for two checked bags I paid for, and refused to refund the ticket fare. Silver airways then said that because I bought the tickets through a third party vendor that I had to get the refund through them. They refused to give me any more information. I asked for the waiver code that silver air promised was communicated to the vendor (travel one or cheapo air). I then called the vendor. The vendor insisted that I give a waiver code from silver air in order to process the refund. I told the vendor that silver air wouldnt give it to me. The vendor then called silver air and asked silver air for the waiver number. Representatives from silver air told the vendor that the flight wasnt cancelled and refused to give the vendor the waiver code When I arrived to fly out on silver airways on 6/19 the flight was delayed and it may be cancelled as well. As of this writing l, I am still at the airport waiting to find out the status of these second flight.

• Initial Complaint

  Date:06/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 was scheduled to leave ******************************** on 6/2/23 at 10:10 AM with Silver Airways. I arrived at the airport at 8:00 AM at which time I was told the flight was delayed until 4:00PM. At the time I inquired to see if any compensation would be given for lunch. I was told by the ticket representative that they do no issue vouchers and I would have to contact customer service. I was on hold for an hour and gave up. The ticket representative gave me the email address to contact customer service. I did so when I got home. The customer service rep wrote back stating the ticket rep should have given me a voucher. That is not what I was told. I am asking for $15 reimbursement for my lunch. Instead of arriving in ************ at 12:00 PM I arrived at 6:00 PM ruining my entire day. In addition, my return flight on 6/7/23 was cancelled entirely. I had to book with an entirely different airline.

• Initial Complaint

  Date:06/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Silver Airways located in *********** **, has no remorse when the flights are cancelled, which I found out is a typical thing for them to do. Even though they are partners with Jet Blue, there is no help to make the arrangements with other ailines, so that the rest of the connections are not lost. Their answer is you purchsed the ticket with Jet Blue and they will help. That is exactly what happened to me. If they would of done what they are suppose to do, I could of gone with American airlines and catch up with the rest of my connections. By the time I connected via phone with Jet Blue, they made the arragements to fly the next day with American. It was too late to get the American ailines flight. On an emergency, you can forget flying with them. They do not show any respect to the customers. Is like they enjoy giving the bad news. There were a rental car and an apartment reservations that needed to be reserved again.Sincerely, very hurt and dissapointed.***************************** ******

• Initial Complaint

  Date:06/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Basic info:I purchased 4 plane tickets for a June 2nd flight from ***** ******* to ******* *******. Each ticket cost $52.99 for a total of $211.96. The flight was supposed to take off at 12:15pm. Complaint #1: Our flight was initially delayed by 2 hours until 2:10pm. We waited the 2 hour delay, boarded the plane and were getting ready to take off when the pilot hit the brakes and made an announcement that there was something wrong with the plane and that maintenence needed to take a look at it. We pull back up to the gate, maintenence determined the plane was not safe to fly, and we were notified that the flight was canceled and that we would have to make our own accommodations as there were no other flights to ******* going out that day via Silver Airways. Complaint #2: I have still not been refunded for the canceled flight. I was told by the Silver Airways desk attendant that I could contact Silver Airways via phone to request a refund for the flight. I have been calling multiple times a day since June 2nd, 2023 and have not been able to reach anyone nor has anyone returned my calls. I have sent emails to Silver Airways Guest Relations via the email address listed on their website and have also not received a response or a refund.

• Initial Complaint

  Date:06/04/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Last year I opened 2 cases with Silver Airways regarding payment for items my wife and I needed to purchase at our hotel since they lost our luggage. I have still not received payment. I called and emailed them about 10 times and they keep giving me the runaround and saying they are working on it. I submitted my receipts and information multiple times. This has gone on for about a year. This is unacceptable and want the payment now. Working on a case for a year is ridiculous. I cannot fly on an airline that treats customers like this. The case numbers I opened are ****** and ******.

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Silver Airways canceled my flight on Thursday, February 23rd at 7:45 pm, 45 minutes after their customer service closed. I filled out an online form like the cancellation email informed me to do and I called at 8 am on the 24th. I did not get a customer service representative on the line until 5 pm. They told me there was no other flight that day, so I had to stay in ***** overnight. I saw on their terms and conditions that i am entitled to repayment of amenities if the flight is canceled and not rebooked in more than 4 hours and $100 towards a hotel if not rebooked in an hour. I paid $50 to change the flight to this time and i was informed the $50 fee would not be refunded, even though i paid for a service that was never granted. I have called everyday for the past few months with a hold time of 4 hours on average and the customer service keeps hanging up on me or not calling me back. One worker sent me an email to follow up on my email request for a refund and stated that they would refund my meals for Feb 24th and 25th. I had to rent a car and drive home from *****. I am requesting the $50 change fee be refunded and the $27.50 amenities of food be covered for the initial day. I filed a complaint with the *** and Silver Airways responded with lies saying that I refused service from them and only state that they refunded my flight. However, they refuse to acknowledge these *** laws and their own policy on reimbursed food for canceled flights and refunded fees for services that were not provided. I would like the fee and food refund of $77.50 total and I am filing this complaint to be acknowledged. I have attached the *** law for refunded services, my food receipt in 2 parts, Silver Airways correspondence on reimbursed food, and Silver Airways reimbursement policy on their website.

• Initial Complaint

  Date:05/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 must say this has been the worst flying experience of my life. Thanks to Silver Airways my Departing flight from *************** to ******** was delayed by one hour and 15 minutes on April 19th 2023 which means I missed my work event. I was able to let that slide but now, I am over $683.13 in expenses due to Silver Airways lack of structure. My return flight on April 23rd was originally scheduled for 9:40 PM, howvever at 2:25 PM I received an e-mail stating our flight was rescheduled to 1:40 AM the next day, putting my husband and I at risk for losing our jobs and on top of that I missed my medication. Silver Airways scheduled us for a 1:40 AM flight for the next day which was April 24th, due to this delay we had to spend and additonal ****** on a hotel. What amde matters worse was that when we leftthe hotel at 11 PM to go t catch the 1:40Am flight , TSA was closed. We were in disbelief , trying to understand why Silver Airways would schedule us for a flight that we would not be able to board due to TSA closure. To add insult to injury there was no customer service rep available to give answer at the airport nor could we call Silver Airways because their customer service line closes at 8PM. Which meant that we were stranded with no answers or way back home. We now had to take another Uber back to the hotel and wait until Monday the 24th for Silver Airways to open their phones. After waiting on hold for 2 hours finally a rep answered ,I explained the situation and even submitted documents to be reimbursed, I was told that I would be reimbursed however, no one has reimbursed, I only received compensation for the unused portion of the flight (******) but because Silver Airways was not able to get me on another flight in time I had to book with another airline, due to health concerns we needed to get back home =, that ****** us an additional $451.40, plus 3 LYft rides( *****, *****, and 30.99)Now Silver Airways ignore me.Surinach ************

• Initial Complaint

  Date:05/29/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 am filing this complaint due to a cancelled flight that I was NOT reimbursed for. I was in ****** ******* set to return to ************** ** on the 29th of January when I was notified my flight was cancelled. I had to find an alternative way home which ended up being a Ferry that got me back to ************** around 11:00 PM that night. I requested reimbursement for my expenses of my return flight and prepaid luggage or the alternative travel via emails to Silver ************************* 3 times over a 60 day period and other than receiving an automated e-mail with a case number have NEVER heard back form them or received any reimbursement.Important Information: 1) The 3 case Numbers assigned via automated email were: ******, ******, and ******. 2. Cancelled Flight Information: FLT-145 from ******, ******* on 29 Jan 2023 -- confirmation Number USPIEV. 3. Cost of return travel via Ferry and cab was $311.40 (Cab to Ferry $5.00, Ferry $215, Bag Check $30, Meal while waiting on Ferry $38.40, Cab Fare to *** Airport $23.00, =Total = $311.40). I am attaching airline ticking information, alternative travel expenses, and the emails with Silver Airlines -- I would like reimbursement for either my return airline ticket and baggage and fees but prefer the reimbursement of the cost of my alternative travel since I believe it was higher than the return portion of my airline ticket.

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After booking my flight months in advance my family of 6 shows up to the airport in ***********. We were in the middle of the line. By the time it was our turn the lady at the gate says silver downsize the plane and there was no more room! So they spent 2 hours trying to find a flight. It was approaching night time and something had to happen soon. We had a cruise to catch the next morning in ************. The flights they found were 20 hours with layovers. We could not do that because we would miss the cruise and I would be out $7000 dollars, So the lady said she can get us to ***** and we could rent a car and silver would reimburse us. Well silver wont answer calls nor return emails. Never the less we paid for a flight we didnt receive. I didnt not pay for a red eye flight to ***** so my family could rent a car at 1am to drive to ************ so we could make our cruise just hours later. Yes we arrived at 5am in ************. Now tell me is this, the kind of company that deserves your business? The people behind us where pretty passed too. *** spent a couple hundred extra on food gas and other expenses that I did not want plain to.

• Initial Complaint

  Date:05/20/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We had purchased three round trip tickets on silver airways to go to ***********. For our return flight to ************* for 13 April the flight was cancelled. We tried contacting the airline multiple times but could not get a hold of them we sent an email and got an automated response saying theyd received it and they gave ** a case #****** . We had to book with another airline to return home costing ** more money. On the same day of travel we also contacted our travel agency Expedia who sent a letter on our behalf. About two weeks later after receiving no word or refund we had an Expedia agent again attempt to contact silver airways and could not get through and sent another email request. As of ************************************************************************************ our own attempts to contact Silver airways about our refund request. Our silver airways confirmation number is TBQPFF. The cancelled flight was going from ****************** to *************** departing 1:55pm and arriving at 3:10pm. Flight 3m65.