Business Profile

Airlines

Southern Airways Express, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Airlines.

Complaints

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

Customer Complaints Summary

35 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/02/2025
Type:Sales and Advertising 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 flew with Southern February 1 and checked a bag. I asked numerous times if I had to pick up my baggage as they worked with ***************** to complete my flight. I was told no. The bag is now lost, and no one can seem to find it. I am active duty military and my uniforms were in my bag, along with medications I need to take. Nearly every customer service agent has dismissed me and tried to pin the blame on *****************, who claims they never received my bag. The baggage slip says that my bags went from LAX 258 7 DFW 165 8 LAX 9X 801 Which doesnt make any sense as I flew AA 1658 LAX - DFW AA 2587 DFW - *** This is bad business and no one has any answer for me.
Business Response
Date: 02/17/2025
Southern Airways Express/***************** regrets to here about the delay you are experiencing in receiving your checked baggage. While all airlines have agreed that the passenger's final carrier will process baggage claims regardless of where the bag was initially checked or where the mishandling occurred. Southern Airways Express/Mokulele Airlines will work directly with your final carrier to help locate your baggage and return it to you. Most passengers are reunited with their delayed baggage within 24 hours.
Customer Answer
Date: 02/18/2025

Complaint: 22890749

I am rejecting this response because:
Its been two weeks with no updates. A claim needs to be filed. You lost my bag.

Sincerely,

****** **********
Initial Complaint
Date:10/29/2024
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.
I booked a flight via Travelocity from ********, ******** to ********, ******* which included flying on Southern Airways Express from ******** to ******* on Aug 15 (Flight 470) and then back from ******* to ******** on Aug 20 (Flight 479). My Southern confirmation number was 00KCU8.Yet Southern cancelled both flights on 24 hours notice for operational reasons unrelated to weather. On Aug 15 this was resolved by rerouting me on an ***************** flight from ************ to *******. I'm not seeking reimbursement for the additional 50 miles I traveled to ************ for this and I appreciate how well that was resolved.But on Aug 20 I was unable to reach ********************** customer service after learning that Flight 479 was canceled. So I was left stuck at ****** in ******* and had find another way to return to ********. I took **** to ********* the night of Aug 20; I then spent the night of Aug ***** at a ***************; and the morning of Aug 21, took another **** from the hotel to the *************************** ferry which returned me to ********. When I was in ***** waiting for my connection to ******* I spoke with an ***************** *** to find another way to fly to *********, but they couldn't find anything, thus **** was my only option when I got to *******. I therefore request that Southern please reimburse me for the two **** rides, my unplanned hotel stay in *********; and the Lake Express ferry trip. Receipts for those are enclosed: $160.02 for **** from ****** to *********, $207.91 for the ***************, $17.86 for the **** from the *************** to the ferry dock; and $128.50 for the *************************** ferry. Total reimbursement request: $514.29. Please send a check for this amount as follows:***** ******* ************************************ I hope we can resolve this for $514.29 especially as I'm not seeking reimbursement for the cost of my initial trip to ************ on August 15. Thanks for your attention to this matter.
Business Response
Date: 11/01/2024
Dear Mr. ********************* you for your patience and understanding as we address your recent concerns regarding your flight with Southern Airways Express (***) on September 24, 2024. We deeply value each customer's experience and sincerely apologize for any inconvenience you encountered.

After reviewing your case, we discovered that your reservation (00KCU8) was indeed canceled due to irregular operations affecting Flight 479 on August 20, 2024. We attempted to reach out to you to provide accommodations, but unfortunately, your voicemail was full.

Southern Airways Express operates around the clock, 24 hours a day, and we would have been more than happy to assist you had you contacted us about the canceled flight. It appears you never contacted us when the flight was canceled but went directly to ***************** to handle the cancellation from us. In addition, you did have a flight with ***************** to fly from ******* to ********* you made on August 19, 2024, but then canceled the flight and was provided a credit from ***************** for $264.48 for that route. We will send that documentation to your personal email to you. Regrettably, since we did not receive any communication from you to assist you at the time of the flight cancelation, we are unable to offer any further compensation besides the cost of the hotel stay we would have offered in *******, ***

At ***, our primary goal is to ensure an exceptional travel experience for each and every passenger. We value your feedback and appreciate the opportunity to address your concerns.
Initial Complaint
Date:09/24/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 flight from this airline, for a flight from *** to ***, with a stop in ********** at the airport for refuel. When enroute to destination, pilot had various issues with passengers, and created an unprofessional approach with utilizing verbal aggression to other people on board. When completing the flight, the pilot started throwing our luggage and belongings on to the ground. He then screamed at us all to get into line, and treated us like inmates. Myself, and various other passengers filed a corporate complaint. When the flight was scheduled to return back to **************, which I was heading back to help my ailing father. While at the ticket counter to board, the pilot screamed at me, if you have a fuc*ing problem with me, say it now, and your b**** a** wont fly. I didnt respond to the pilots aggression. I heard him speaking to *****, a ticket agent, saying, how can we get this f** kicked off the flight? At that time ***** informed it wasnt possible. He stated, I looked into the system, and saw that f** filed a corporate complaint. We continued to board the plane, there were no issues enroute to *******. When landing I was confronted by members of ******* **, and the swat team. They received an in air call from pilot, that I was refusing to exit aircraft prior to landing. I pulled out my phone, and have surveillance of the event. At this time I was informed by ****, sheriff, and staff at airport that I was getting kicked off of this flight, due to a customer complaint, and the pilot wont fly the aircraft, and he has the final say. The two remaining guests didnt feel safe to board the flight, and pilot called base, and I heard him speaking with them. He stayed, Ill just strong arm them, and let them know they wont be making it home if they dont leave now. They left me stranded in a racially tense city, discriminated by local law enforcement by racial slurs, and I had to rent a a vehicle, and drive five hours to see my father.
Business Response
Date: 10/15/2024
Good Morning:
We are in receipt of the complaint made with the BBB by ********************************** has engaged counsel and had earlier filed a complaint with the ****************************, the entity with oversight over the fair practices of commercial airlines in the *** May I ask for additional time to respond to his complaint with the BBB. We need to be sure we have our response filed with the DOT.
Please let me know if that is acceptable. Additionally, may I ask that you change the point of contact to me, ******* ******, my contact details are below.
Thank you in advance and kindest regards,
*******
******* A. ******
Head of Legal Operations | Surf Air Mobility
****************************************************
************** | **************************************************

Customer Answer
Date: 10/15/2024

Complaint: 22335842

I am rejecting this response because: the BBB has the ability to complete due diligence in this matter. If an extension in response is awarded by you the BBB, Im happy to comply. The matter would still be in a pending status. I am happy to give them more time on this matter.

Sincerely,

****** *********
Initial Complaint
Date:07/04/2024
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.
Business did not get back to me on my issue they have caused. They have damaged my suitcase wheel and have been ignoring our requests. It has been since the end of February until now, the first week of July. Roughly, 6 months and no response.We have made two reports at our local Southern Airways Express and have checked in multiple times during the past two months since we arrived back in the states but still no response. We have tried going in person, calling and emailing.Our local southern airways express airport had informed us they could only get word back from the office but no response from office to them. Our suitcase at the time costed around $350 and they have damaged our suitcase by taking off a wheel.
Business Response
Date: 08/07/2024
Hello,
Are there any receipts for necessities purchased while your bag was delayed, including the hotel receipt from that night?
If so, please send the receipts to *******************************************

Thank you.

Business Response
Date: 08/09/2024
Good morning Ms. **********,

I am writing to acknowledge your recent travel experience with us, which was impacted by damage to your suitcase and a missed airline connection. We apologize for the inconvenience and frustration this has caused.

Please know that we take baggage handling seriously and take every precaution to ensure our passengers' luggage is treated with care. However, our contract of carriage clearly outlines that we are not responsible for normal wear and tear on luggage, including damage to wheels.

Regarding your missed connection, we also want to acknowledge the disruption this has caused. As per our contract of carriage, we are not responsible for missed airline connections. We understand this may be disappointing, but we hope you can understand that these situations are beyond our control.

Thank you for your understanding.
Initial Complaint
Date:06/27/2024
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.
Tickets were initially bought on March 15, 2024 I paid through Expedia, and my flights were both Alaska Airlines for one-half of the flights and Southern Airways Express for the other half. In total, the roundtrip was $773.41 Upon arriving at my Muskegon destination, my luggage did not arrive with me. I filed a written report of my missing luggage at MKG, so they should have that on file. This luggage held my tent, sleeping gear, clothes, and everything else to backpack for the week, leaving me homeless for the night, having to bunk with someone I just met in dirty clothes. I was offered no sleep accommodations or assistance in any way. I had to come to pick up my own bag the next day and received no apologies for the inconvenience. They canceled my flight coming home and moved it to the next day. They again did not offer any sleep accommodations or food. I could not camp the extra day due to the massive thunderstorm with torrential rain flooding most campgrounds, forcing me to pay for a hotel for $146.29. They again canceled my flight the next day and moved it to 1:05 pm, then again to much later into the afternoon, near 7 pm. Out of fear of not making it home because this was the 3rd time they changed my flight with no real explanation or communication, I moved my whole reservation and booked with United at a larger airport in ************. I want to be reimbursed and compensated for this major inconveniencethe lost luggage, hotel, and lost timethat they never even attempted to help resolve.
Initial Complaint
Date:06/24/2024
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.
Date 06/24/2024 Confirmation # OQBNDL Company : Southern Airways LLC I was bumped off the flight upon showing off for check in to leave *********** due to overbooked flight/max weight capacity. They did NOT as for weight before purchasing and did NOT rebook me on another flight. They also refused to provide a cash compensation due to their mistake. This caused me $1600 extra dollars to get home. Original amount paid -$1358.80
Initial Complaint
Date:06/19/2024
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 got a ticket for a flight. I was booted from the flight because we were too heavy for the plane. I showed up before a lot of the passengers and checked in on time. I was singled out and picked to stay behind. There was no financial incentive to get off the flight and they did not provide adequate transportation. I am filing this formal complaint because not only was I kicked off but the pilots and staff of flight 9X471 with Southern Airway Express thought it was fun to make jokes at my expense. They said they didnt care if I was left behind and laughed at me about getting a second flight to ************. I paid a lot of money for this flight and in advance. I would hope that I could be treated with dignity and respect instead of being harassed and ridiculed by your staff. I will be leaving a 1 star review on every customer service survey and I want reimbursement for my 4-6hr delay to my destination. Not only that, but my luggage was lost and they constantly lied about having it or not having it. They were suppose to provide me with my luggage once they decided I wouldnt be on the plane. They forgot they loaded it and made me wait in ******* for 4hr to figure out where it is. To eventually find out I can leave the airport. The individuals from express airline deceived United airline staff and blamed them for the baggage problem. Never in my life have I paid money to be harassed, ridiculed and lied to for a flight. Not to mention being delayed more than 6hr from my destination.
Business Response
Date: 07/10/2024
Good morning Mr. ******* Thank you for your patience while I investigated your claim. I pulled the calls you made to the call center and I spoke to the supervisor in ******* that was there trying to assist you. You were the last to check in at the gate on June 19, 2024. The pilot was trying to to explain to you the reason you were being bumped and due to safety reasons we could not accommodate you. You got very upset with the pilot and told him to shut up and you needed to get to your destination, no one laughed or made fun of you Mr. ****** the pilot and the agent were trying to explain to you the reason that you would not be able to get on the flight but your level of frustration was high and you did not want to hear what they were trying to explain to you. The agent also asked you for your bag tag and you continued to talk to your friend and you ignored the agent. This is the reason that you did not receive your bag. Your bag was on the plane to ******** where you had to go and pick it up. Had you provided the bag tag information you would not have had to wait all those hours in ******* trying to locate your bag. Your traveling companion listed separately and he decided not to take the flight since you were bumped off and we did order you an uber for both of you. You also were told that we were going to offer you a credit 1 1/2 times the amount you paid for your segment from ORD-MKG and you told the agent on the phone that you did not what you wanted to do at that time.

Please understand Mr. ****** that we value all our passengers and we want them to have a great experience with us, unfortunately due to the circumstances you did not have a great experience with us and for that I am sorry. If you are interested in the credit that was offered to you please reach out to the call center and they will gladly create it and email it to you. The credit will be good for one year from June 19. If you choose not to fly you are welcome to give the credit to anyone that would be able to use it but understand that you will need to call in to make the arrangements.

Sincerely,
*******************
Call Center manager
Customer Answer
Date: 07/23/2024

Complaint: 21873767

I am rejecting this response because:

I believe you are referring to the other individual that you kicked me off with. (This individual is not my travel companion and I have no affiliation with the individual other than we were heading to the same destination). His frustration was high and he was the one to do that. I 100% calmly asked to be paid up to the max ****** for being removed from my flight ~1300$ (This upset your staff). I never told anybody to shut up and I am actually really upset as this is not true. I told them I don't agree with being removed as I checked in before everybody else. Please check your records, I checked in before a majority of the flight (This should be on file, can you provide the time stamp?). I even had enough time to get food while waiting after I already checked in. Maybe the other person checked in last but it was not me. I was asked to be reweighed at some point and then I was removed after they reweighed me. Then proceeded to be told "You showed up late and checked in at the end so you can't go on the flight". You are also misinformed about the Bag tag, I coordinated with SAE Staff and they told me to go pick up my bag from the ****** Baggage claim area. I was sitting with ****** Baggage claim and they were constantly in contact with the airline providing information about my bag (+ Bag tag ID) and your employees refused to answer their phone or would blame ****** Airlines for losing my bag. Your airline actually forgot they loaded my bag onto the plane. There was a whole back and forth between ****** and SAE about my bag .(If your lines are recorded you could also check that). You are right about me telling the Pilots I don't know what I want to do because there were no car rentals available and I wasn't getting my 1300$. The only offer was an uber and there was no clarification as to if it would actually work since it was ~5-6hr drive to the next destination. Due to your delay, I lost about ~1000$ in travel expenses for not reaching my destination on time. I actually asked the pilot to help me figure out what was going on. The pilots said they had to leave and that if I couldn't decide what I wanted to call a number they gave me and to figure it out. (I believe this also happened on a recorded line) I was literally sitting there bewildered and just trying to regain money for my lost time and expenses associated with my trip. I treated the pilots and staff with dignity and respect while requesting for financial reimbursement that they said was not possible.

Quotes from Pilots:
"It doesn't matter if you want to get there, we choose who goes on the plane"
"You can be upset all you want, you won't get on the plane"
"We do not offer financial reimbursement for being removed from flights"

I cannot recall the exact things your staff said, but they did laugh at the fact that I was not getting on the plane and made a comment similar to the pilot. "We decide who gets on the plane, giggling" Also the staff said they needed to get home, so they had priority on the flight over the passengers since the airline overbooked.

I understand I didn't have a great time with your airline that is why we are here. Although it is not my fault... I did everything I was supposed to do. I showed up early, I treated the staff with dignity and just requested financial compensation for being bumped. You are unfairly lumping me in with another passenger to make it seem as though I was rude to your staff. I even let your staff know I would be making a formal complaint with the BBB over the interaction. So, here we are.

Is there an option for financial reimbursement or not? My understanding is that if there is upto a 2-4hr delay in travel time, I can request upto 400% of the cost of my ticket for domestic travel. If you cannot provide that, then the BBB can meditate and tell me what to do next. If taking the travel voucher is the only thing possible then I will do that. Although not until I receive feedback from the BBB mediator.
Business Response
Date: 07/31/2024
Good afternoon Mr. *************** am responding back to your rejection, again I apologize for your inconvenience for being bumped. Our offer is $258.00 credit good for one year from June 19, 2024, we did provide you with ground transportation to ******** the same day. When you called your were given options and you chose the uber. I will be emailing you the credit voucher today in the amount of $258,00.

Thank you,

*******************
Initial Complaint
Date:06/06/2024
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.
On May 31st, at 8 am, my husband, *******************, was scheduled on flight 351 (reservation 00J8TL), to leave Show Low, AZ and fly to *******, **. He had a connecting flight at 10:30 am on May 31st to fly to ******, ********** on AA. His cousin was being inducted to the Wrestling Hall ** Fame. Many relatives were meeting there as a surprise to support him and celebrate this recognition.Imagine our angst at being informed at 4:55 pm on May 30th that his flight was cancelled. They so kindly' offered a shuttle, not that same evening at 7pm (which would have been somewhat helpful), but the following day, at 7pm, after his connecting flight would have been gone and the event he was going to, missed. I am unclear how they can operate this way and say that they care about their customers. "We fly to make your day!" is their motto. The explanation when I called? "No plane, no, I mean maintenance This is what we were told. I find this fishy and unacceptable. It was a beautiful day on May 30th and 31st. Sunny, no wind, no snow, rain, tornados or hurricanes. These are the only acceptable reasons for the cancellation of a flight. This is the 3rd time Southern has cancelled a flight less than 24 hours.My 70 year old husband got in truck and drove to ******* that night, 5/30, and got a hotel so he could fly to his cousins event the next day. Here are the receipts for the hotel/gasoline. Side note: while his truck was parked in the hotel parking lot, it got broken into. The lock was broken and fortunately, our insurance will cover this with no copay. Otherwise I would be sending the bill for that as well. Hotel bill: ****** Gasoline to ******* and back: + ***** Total: = ****** Minus ticket reimbursement ******* REIMBURSEMENT REQUESTED $101.70 This is our out of pocket expense for their cancellation less than 24 hours before our scheduled flight.
Business Response
Date: 06/10/2024
Good afternoon ***************, I have researched your complaint regarding your husband's flight on 5/31/24 flight number 351, booking reference 00J8TL.
Southern Airways Express did send a notification on May 30, 2024 advising him of the canceled flight and we were providing ground transportation to ******** The notification did advise him that he was placed on the shuttle for the 7 pm departure and the notification stated if the shuttle did not work for him to call for assistance. Please understand that we are not responsible for connecting flights, we did refund him back the full amount per his request on 5/30/24. It is in our contract of carriage that we will not provide any other form of compensation when we provide ground transportation. In the future please book an interline ticket. What this means, you could have booked his flight all the way from Show Low to ******, we work with United, Alaska Airlines, and American Airlines. If you would have booked with one of them in the same reservation with us we would have moved him at no expense on the next available flights. This is an agreement that we have with these 3 airlines so if one of their flights would have canceled or delayed they also would have moved your husband with no fees.

*************** I am sorry but no other compensation will be provided.
Thank you,
*******************
Call Center Manager
Customer Answer
Date: 06/11/2024

Complaint: 21814110

I am rejecting this response because:
Offering a shuttle 11 hours after a scheduled flight is ridiculous. The whole reason someone schedules a flight at 8am indicates that there is something going on that day that is important to them.
And saying that if I had booked it 'interline' indicates that there are some people you help but some you don't? Nowhere on your website where it says 'We fly to make your day" does it state I will receive help if I book interline vs making my own arrangements. Inferring that you could have helped me if I had booked interline is also ridiculous. Either way he would have missed his 8 am flight because you cancelled, so also his connecting flight with AA at 10:30 am, and his event that evening. How is this helpful to offer a shuttle at 7pm when the event is already over?
I am told that Show Low airport has been closed to work on the tarmac. Lots of flight cancellations. For something like this, planned maintenance, why do you sell tickets during this time? I have just spoken with our local Enterprise, they state that 30% of their one way business is from unhappy, disgruntled people who just had their Southern flight cancelled. They, of course, like me, want to get to get to ******* in a timely manner for whatever they have going on. This is what I was told when I called for assistance about my cancellation. 'Maintenance' she said.
I don't really expect money back for my out of pocket expenses because you broke your contract with me. People make plans based on Southern saying they can provide a flight. This is a sort of contract that people put their trust in to make their plans. Southern's goodwill in this community gone as they continually make the lame excuse of 'maintenance'. Maintenance is something planned, you don't wake up one day and say we're going to cancel all the flights today and change the oil in the airplanes. Why does Southern continue to sell tickets during maintenance? This community was so hopeful when Boutique left that Southern would be better and help this community, but sadly, that has not been the case.
Sincerely,

***********************;
Initial Complaint
Date:05/27/2024
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.
I am writing to address an issue with my recent travel experience. My flight (Flight 495) from ******* to ******* was canceled yesterday, and I was offered a flight to ******* with an Uber to ******* covered by Southern Airlines.Upon arriving in *******, I faced three separate Uber cancellations. When I finally got inside the fourth driver's car and they mapped out the directions, they canceled on me on the spot. The main problem is that after the fourth cancellation, Southern Airlines canceled the ************ altogether (IMG 9166), leaving me stranded. I tried to call customer service for about an hour but was not able to reach a representative. As a 21-year-old woman traveling alone in an unfamiliar state, my only option was to find an acquaintance to drive over an hour to pick me up.When I finally contacted a representative, I was told that because I found a ride on my own, there would be no compensation provided. When I asked to speak with a supervisor, I was told that they weren't available but that I could be offered a $50 flight voucher. Respectfully, after this experience and especially given the poor service, I have absolutely no desire to fly with them again, so the $50 voucher is of no use to me. I should at least be able to compensate my acquaintance $100 for making the drive, and to be honest, I should be personally compensated as well for the significant inconvenience and stress of being left at an airport with no assistance.There was an agreement to get me to *******, and Southern Airlines was unable to do that, whether or not I was able to figure out a solution for my own safety should have nothing to do with it. This request is reasonable considering the circumstances and the failure of Southern Airlines to provide the promised transportation.
Business Response
Date: 05/31/2024
Dear ****************

We are in receipt of your Complaint reference #******** filed with the Better Business Bureau. Thank you for your patience as we investigated your concerns.

I do apologize for the inconvenience of your flight # 9X495 ATL(*******) to MKL (**********) on May 26, 2024, being cancelled. I found that after contacting our call center our agent assisted you with a flight re-accommodation, at your request to be rerouted to *******, **. I further see transportation via Uber was arranged for you.

We are sorry to hear you experienced issues with your Uber transportation. Regrettably we have no control over 3rd party transportation providers. I do see you attempted to contact our call center 3 times,but no call back was requested, and the phone call was disconnected before any of our agents could assist you.

Regrettably, we were unaware of any issues you were having. Had you contacted us, we would have been able to assist you with another Uber or with alternate transportation.

For the reasons stated above, your request for reimbursement and/or compensation is denied.

Southern Airways Express strives to extend excellent customer service and in doing so I have issued the following credit voucher # ************* for $50.00 for future use. If you choose not to use the voucher, the voucher is transferable, and it can be gifted or donated if you choose.

Thank you,
*************************
Initial Complaint
Date:05/16/2024
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.
I had a flight booked through Southern Airways Express (SWE going forward) on Monday 5/13 at 1:30pm headed to ****** with flights booked through Delta via ****** set to take me home at 3:58pm. Less than 5 hours before scheduled takeoff, I received a text stating that my SWE flight was canceled due to maintenance. I did not pack enough medication for extra days away from home nor was I financially prepared to pay for a new flight home out of ******. After numerous calls to SWE they offered to reschedule my flight through them for 5/15 at 1:30pm as well as a voucher for a future ******* Because of these circumstances I was unable to get a refund for my connecting flight which was $296.60. So I had to book a whole new flight for 5/15 out of ******. This time I used Frontier due to the non-stop flight home and seemingly cheapest option based on such a late booking. It cost me another $352.98 that I really cant afford. On 5/15/24 I received text messages from SWE starting at 12:16am stating there was a delay to my flight, first of which saying it was pushed back to 2:20pm. That already made my connection in ****** a tight 19min but it was still possible. Then another text at 11:13am -delayed to 3:30pm. Now Im not making my new Denver ******* Another text at 12:04pm -delayed to 4pm Now Im at the airport which is unstaffed. Another text -delayed to 7pm. After waiting there for 2 hours, I get a text that my flight was canceled. I had to immediately run to the bathroom to throw up. I lost another $352.98 on another flight I had no control over missing. I cant get into all of the other effects this has had in 2000 words, but I dont want vouchers, I want to be compensated for all of the flights I missed plus the one my wife had to purchase to get me home the next day on 5/16. Otherwise I cant recover from this financially. I missed possible work because of this. Please help me!$109 SWE $296.60 ******/Delta $352.98 Frontier $449.40 United Total: $1207.98
Business Response
Date: 05/29/2024
Good morning ********,
First allow me to apologize for the delay in responding. I sent your complaint to upper management for review and they have agreed to pay your request. I am very sorry that our flights delayed and then canceled and causing you to miss your flight on those 2 different days.

Please send me the final receipts for the other airlines. You can send to ******************************************** I will need your legal name, home address, email, and your mobile number. I will send the receipts to Finance and a check will be mailed to you within 30 days.
Again, I am sorry, and I will wait for your final recipts.
Thank you,
*****
Call Center Manager
Customer Answer
Date: 05/30/2024

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,

*****************************
Customer Answer
Date: 06/06/2024

Complaint: 21719867

Good Morning *****,

Thank you for getting back to me. While I was satisfied with the solution Southern Airways Express sent over through the BBB, when I followed up as they requested, I did not receive any sort of response or confirmation that they would be moving forward with their resolution.
So I blind copied you on my second attempt to reach them.

I more or less wanted to make sure they follow through on what they said they would do before I lose your support. I was afraid they would email whatever they could to get the case closed and then I wouldnt hear from them again. I apologize if this was a weird way to loop you in but I wasnt sure of another option to reach you to explain.

Please let me know if you have any guidance on how I should move forward if I dont hear back from them.

Thank you for all of your help so far.

All the best,

****************************;
Sincerely,
Business Response
Date: 06/13/2024
Hello ********, I am not sure why you sent another response to *****, I spoke directly to you on the phone and I advised you that we are paying for the missed flights and we would not pay for the actual flight that you took on United. You understood that we would be mailing a check to you and it can take up to 30 days. I have called our finance department and they have your check and will be mailing it to you please be patient.
Thank you,
*****
Call Center manager
Business Response
Date: 06/13/2024
Hi *****, here is the information that was sent to finance.

Customer Answer
Date: 06/20/2024

Complaint: 21719867

Good afternoon ***** and *****,
I rejected the response because SAE went back on their initial statement they sent (which I attached) to the BBB where they stated they "agreed to pay" my request. Not some of my request. And yes, you did call, which I thought was an interesting way to get around the BBB seeing that you were going back on your original solution. It doesnt matter to me that I took the last flight, I had to get home. That was the most expensive of all of the flights, and do you know why that was the most expensive flight? Because I had to buy it less than 24 hours before takeoff because of my second cancellation. I dont think this is too much to ask. I was stranded in another state 21.5 hours away from home in the middle of nowhere because of cancelled flights by SAE. If it wasnt for the generosity of people around me, I wouldve racked up hotel stays and car rentals on top of the flights for 3 extra days because of this mess. Not to mention that the final flight that I did take was a 2 hour drive away! This was a logistical nightmare!
I did receive the check for the $738.58 and I cashed it because I had no choice, but I want the remaining $449.40. Again, the financial compensation is the least they can do for all that they put me through.

Sincerely,

*****************************
Business Response
Date: 06/25/2024
Good afternoon ********, as I spoke verbally with you we will not refund for a flight that you took.
This is closed on our side.
Thank you,
*****
Call center manager

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Complaint statuses

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Southern Airways Express, LLC is NOT a BBB Accredited Business.