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:07/26/2025

  Type:Product Issues
  Status:

  UnpursuableMore 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 directly through Silver Airways and was notified on June 11 that all flights were canceled due to the company ceasing operations. I contacted Guest Relations multiple times (June 11, June 17, July 8) and only received automated responses. I was unable to dispute with my credit card because the transaction was more than 60 days old. No refund has been issued despite DOT policy requiring refunds when airlines cancel flights.

• Initial Complaint

  Date:05/16/2025

  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.

  After waiting almost 6 hours at the *************, our flight was finally canceled at 8 pm. I contacted them on 3/3 and they stated I was too late and they wouldn't do anything. No reimbursement whatsoever! The tickets alone were $813 for 2, and that doesn't include money lost for the original hotel I booked in ********, or the added expense of another hotel room and car rental. Are airlines allowed to keep passenger's $$ and not reimburse them for damages when THEY cancel a flight? They refuse to do anything. I am attaching my correspondence with Silver Airways via email, as well as my flight, hotel and car rental details. Total Reimbursements: $1,819.64, One Travel #******** - $813.60, One Travel #******** - $136.23, Mileage: 425 miles @ $0.70/mile: $297.50, ********* #**************: $373.89 (Prorated from $1495.59, lost time from original hotel), ********* #**************: $202.39 - after cancellation. Thank you. Kind regards. Dr. ******* L. *****

• Initial Complaint

  Date:05/04/2025

  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.

  Date of transaction: February 5, 2025 for $500.40 Confirmation code: CFZWSS What did the business committed to provide: Silver Airways committed to fly 2 passengers one-way from *************** (***), ** on Flight 3M 85, Saturday, April 5, 2025 at 1530 to *****, and from ***** on Flight 3M 80, Saturday, April 5, 2025 at 1730 to ********* (PNS), ***What is the nature of the dispute: When we arrived at ***************'s Cruise Terminal @0700, Saturday, April 5, 2025 I re-inserted my US states-side ******* SIM chip in my cell phone. I received a text message from Silver Airways that Flight 85 is cancelled leaving us stranded. I replied by text asking what are our options. Silver Airways did not reply. I researched flights from *** > PNS. I booked us a returned flight on *****************. On Saturday, April 5 @ 2035, I responded to Silver Airways' email sent on Saturday, April 5 @ 1702 informing us we are rescheduled on flight 80 on April 5, @ 2108. I informed Silver Silver Airways we already departed FLL on another airline carrier. I asked Silver Airways to refund my original payment of $500.40 to my original form of payment. Per Silver Airways' email dated April 8 they informed me, "Your refund is currently being processed by our ********************** Please allow 7-10 business days for it to reflect in your bank account." On Thursday, May 1 @1014 I sent Silver Airways an email stating we have not received our refund. Silver Airways responded, "at this moment we are still waiting for the **********************" Whether or not the business has tried to resolve the problem: Yes and No. Silver Airways ************* Team is saying they are still waiting for the ********************** There internal inefficiencies are not my concern. It appears they are delaying my refund. Please assist.

• Initial Complaint

  Date:04/21/2025

  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.

  Silver Airways lost my luggage on 1/24/25 flying from ************, *********** to *******. I need assistance obtaining reimbursement for expenses. They have not responded to me.Details:* On 1/24/25, Flew from ****** to ************ on Jet Blue. * Then hopped on connector from ************ to ******* via Silver Airways.* Baggage checked in at ************ with Silver Airways.* Traveled with five other people. All received their luggage, except for me.* Of note, four other passengers not from our group also lost their luggage on this flight.* Airport had me fill out claim form. Told me luggage would be there next day.* I was heading out from ******* on a sailing trip the next day (1/25/25). * I traveled back to airport before my sail departure to meet next incoming flight as they advised it would be there. It was not.* All of my belongings were in my checked luggage.* It was necessary for me to shop in downtown ******* before heading out to sail for new clothing and necessities. * Luggage was not delivered until 1/31/25, the day our our return from sailing.* There were no phone numbers available to contact anyone during this time at Silver Airways or the airport. They attempted to contact me while at sea but never left a voicemail or call back number. Tried to call back the number they called from multiple times but it lead to voice prompts with no ability to speak with anyone or leave messages.* On 2/21/25, I submitted numerous receipts and a detailed claim form to recover funds for "Interim Expenses." These were only a portion of the funds that I spent, but the only receipts I could account for.* I have not heard back after multiple emails. * Again, there is no contact phone number for Silver Airways other than ticketing.* I would like assistance in being reimbursed for necessary expenses. * Worst customer service I have ever experienced, with the inability to communicate with anyone and having to rely on someone returning an email.

• Initial Complaint

  Date:03/30/2025

  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.

  My flight on Silver airways was delayed by over 12 hours to the point where we had to drive to our destination. The personal that works for this company offered no help and refused to answer any questions about the flight.

• Initial Complaint

  Date:03/19/2025

  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.

  We purchased six flight tickets and had an additional baby lap ticket on Feb 12, 2025. Four adults, two children, and one baby lap. Our tickets were for March 19, 2025 at 8:05am from **************, we would have a layover in ***** Fl where we would land at 9:15am. We were then leave ***** at 10:55am and land in ******** 12:00pm. On March 17, 2025, I received a text and email from silver air ways stating that my flight from *************** (not *****) to ******** had been canceled. I called and spoke with a lady named **** on the phone, she said the best she could do was cancel my flight and refund me or put me on another flight where we fly out from *********** then fly to *************** then fly back to ***** then fly to ********. I would love to rebook with another company; however, it being two days prior to our trip, flights are approximately $600-$1000 per ticket. My family vacation has turned in to a nightmare trying to get together new tickets or my flight rearranged for THREE different flights to get to key west from *********** with children. This has been nothing short of chaos. When speaking with Silver Airlines the staff was discourteous. From my perspective, she was speaking to me as though it was my fault that the airline changed our flights, not once, but TWICE, and let me know about the change less than 48 hours from our flight with my family. I have since called back and still not receiving help. One of my concerns is how is this business able to back out of a contract with no notice or reason other than the flight has been canceled. This has cost my family more money because of their lack of notification in a timely manner or without providing reasonable solutions to the problems that they have caused. The second time we spoke to the airline we were told that it was not their responsibility to refund us our money. It was not their responsibility to help us find another flight. This seems like a scam but with an actual business.

• Initial Complaint

  Date:03/09/2025

  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.

  Purchased airline ticket for a family member to visit from *** to TLH from Silver Airways. Purchased on 01/13/2025 in amount of $138.59. Trip was supposed to be for 3/15-3/23. They emailed a cancellation on 3/9 but did not refund the ticket or provide alternate travel plans.

• Initial Complaint

  Date:03/05/2025

  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.

  On a business trip from ********* to ********, then up to *******. Checked in bag at the counter in ******** to arrive at destination in *******, ** 2/9/25. Agent at counter tagged bag incorrectly. Arrived in ******* and waited at baggage claim immediately after landing. Bag did not come. Found agent from Silver Airways and she confirmed bag was tagged incorrectly but could not find. Spoke to ******* from Silver Airways on 2/10/25 he stated bag was lost and could not be found. I can't get anyone from the airline to return calls or emails. I have completed all of the documentation that they say they require to start reimbursement. TImeline says everything must be **** within 30-days. This has been sent several times, calling everyday, and no contact. I want to be reimbursed for my bag and the contents in my bag that were lost.

• Initial Complaint

  Date:03/04/2025

  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 had a flight booked through you guys to leave out of *************** on March 2, 2025. I received no notification that the flight was canceled. Ireceived no notification that you guys are no longer coming out of *******. I showed up to the airport with four kids at 5:30 AM in the morning And had to be told by security managers at the airport that you guys just decided the day before to no longer fly out of ******* there was no warning there was no refund. There was no email sent explaining this situation. I demand my money back. I called several times. Ive been hung up on twice when I speak to you is from a different country, they dont know any information and they said that theyre not issuing me a refund. Such a bad business

• Initial Complaint

  Date:03/02/2025

  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.

  For a Pensacola to Orlando flight, *************** uses Silver Airways. I am a MileagePlus credit card holder and should not be charged for checked bags for myself and one companion. At the Silver Airways check-in counter at *********, I was not allowed to get free checked bags. The only way to go to ******* with our bags on that day was to pay an $80 fee. I was advised by the counter person to contact Silver Airways requesting reimbursement and to include a copy of the $80 receipt. For the return flight, ******* to *********, a Silver Airways counter person said the bags for MileagePlus members should be checked for free and showed me a sheet stating no fee for MileagePlus. Later when we checked in at the ****************************** counter there was no charge for our bags. I sent a reimbursement request with copy of the receipt by email to Silver Airways. The response was that they do no reimburse bag fees.