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:12/22/2023

  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.

  Purchased a ticket to fly from ********** ** to ********* ** on 10/27/23 with a return date of 1030/2023. Airline cancelled my flight on 10/24/23 no longer offering flights out of GSO. I have tried to call but they don't have anyone you can talk to. You have to communicate by email. i began emailling them on 10/24/23 asking for a full refund. After 5 more emails I received on back from them on 11/23 saying that they would refund my credit card the full amount of $185.96 and that it would take 7/10 business days. I have not reveived any funds back as of 12/22/23 and have emailed them 4 more times with no response. Seeking help to get my funds back and hold them accountable for not providing good customer service and refunding clients back in a timely manner.

• Initial Complaint

  Date:12/12/2023

  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 did the most underhanded thing and takes zero responsibility. I booked with Silver and Expedia by accident. Never received the Silver confirmation so I thought it did not go through and booked through Expedia. I checked in for the flight with my Expedia confirmation as it was the only one I had or knew existed. When we got to the airport the Silver front desk person kept us there for so long I really had no idea why until now. She was just supposed to be checking in our luggage but after about 20 minutes she issued us new boarding passes and ripped up the ones we gave her. Originally she said the gate changed but then when she gave us the new passes so no actually it is the same. Now I know what she was really doing is she switched our booking from the Expedia flight to their flight never telling us we even had 2 bookings. The very nice lady in *********** for Silver is the one that told us there was a second flight booking that we would need to contact Silver to get refunded. You can't get a person on the phone so this is only through email they said you will need to get your refund from Expedia as that is the flight you did not take. That is when I realized what the original Silver airways employee was doing as she kept us there so long. The Silver flight was more expensive too. Silver was of course also paid by Expedia but they refused to help at all with any resolution. Refused to refund us for the second booking or even the difference in the flight. The absolute most dishonest company and worst customer service ever. Not to mention the plane was fabric seats that were absolutely disgusting. If they were the last airline on the planet I would not ever fly with them again.

• Initial Complaint

  Date:12/11/2023

  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 purchased tickets thru ****** Airlines for my husband and I. A flight in our trip was thru Silver Airways. Our flight was for leaving ************** 8am arriving in ******* and 9:15am The night before my trip was to start I received a call from Silver Airways that my flight was cancelled/changed. The flight changed departing ************* at 12:25pm arriving ******* at 1:45pm. I had purchased events that required me to arrive at 9:15am to *******. ****** Airlines or SilverAirways could not accomodate me. I had to rent a car and drive all the way to *******. Assuming the cost of a one way car rental, gas, tolls and wasting my vacation time in order to arrive at 9:15 am. I want to be reimbursed. I do not want a travel voucher to Silver Airways. I will not waste my time booking. another flight with them. Silver Airways will not assume responsibility and are telling me to contact ****** Airlines. ****** AIrlines tells me to contact SIlver Airways. I want to be reimbused.

• Initial Complaint

  Date:12/11/2023

  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.

  On 12/13/2023, my luggage did not arrive for a business trip from *********, ** to *****, **. Because of this, I had to purchase clothes, toiletries, shoes, undergarments, etc. When my luggage arrived at the airport, I was in the meetings I had traveled for and was unable to pick it up until I checked in for my return flight. Additionally, the luggage delivery option would have delivered my luggage after my meetings and after I had checked out of my hotel. I purchased a little over $500 in items because I had nothing but my makeup and the clothes on my back and had important client meetings. I have provided Silver Airways all documentation on January 4, 2024. I did not receive a response until March 21, 2024 where ****, the representative stated there was a high volume of reimbursement cases and they were being reviewed in the order in which they were received. **** also requested additional documentation, which I provided the same day. I followed up again on 3/31/23, 4/9, 5/23, 5/24, 7/9, 8/26, 11/30, and 12/11. I have yet to receive a resolution. The only response I have received stated that a partial reimbursement would be issued. Their ************************************ email has also blocked me from sending messages. I have made multiple attempts to call the customer service line which is either busy or sends me to hold for hours at a time. I have also exited the phone queue when prompted to have a call back when they reach my place in line, but I never receive a call back. I have even asked gate and reservation attendants at the airport for help, and their only suggestion is to call customer service. I have been persistent and tried to get this resolved and at this point am frustrated and feel taken advantage of. I just want the full reimbursement of the costs I incurred I can move on. Please help!

  Customer Answer

  Date: 12/11/2023

  Once I emailed and contacted customer service with a copy of my ******************** complaint, they responded returned my call and email. They shared that they would only be reimbursing me for approximately 1/2 of my out of pocket expenses associated with my delayed baggage.

  The manager I spoke with, ***************************, stated that "we will never reimburse the full 100%" when requested that my call be escalated to a manager. He shared that they prorated my reimbursement amount from the time the bag arrived at the airport. I stated that I had no way to get to the airport due to the fact that I was traveling on business and that the bag delivery from Silver couldn't be guaranteed to arrive prior to my departure.

  I was informed that I could dispute my claim but was given no instructions on how to do that. 

  There were no stipulations provided when I reported my delayed baggage to customer service or to the ********************** onsite attendant that assisted me at the time of the incident. 

  I am just now learning of this policy not to refund the full amount, which as ****** stated is the norm, and it is 2 days shy of a year after the incident. In my most recent email (and on the phone), I was informed that it "can normally take between ***** weeks for the check to be mailed to the address provided."

  This company is hiding poor, understaffed customer service behind higher than usual call and claims volume as an excuse and causing such significant delays in addressing disputes and claims that the average consumer would just give up. 
  

  Not only is this deceitful, it is also unethical. 

• Initial Complaint

  Date:11/22/2023

  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.

  Claim # dom3m10509, Silver Airways confirmation JKOEYR. My baggage was delayed on 30sep2023 from *** to DOM. Upon receiving it many items were missing which I listed in a claim forms and submitted to silver airways. I have been following up but nobody is responding to me on the status of my claim.

• Initial Complaint

  Date:11/15/2023

  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 booked a flight on Silver Airways from ********** (***) to ******* (***). Silver Airways delayed the flight multiple, multiple times to the point where I no longer felt safe flying on their plane. I instead booked a flight with a reputable airline (Delta) and was required to stay in a hotel. I am seeking to have my flight refunded and to be reimbursed for my hotel stay.

• Initial Complaint

  Date:11/08/2023

  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.

  Silver Airways cancelled my family and Is flight (4 people) on July 26, 2023. On July 28, I followed their protocol to seek reimbursement for hotel and food expenses incurred as a result of the cancellation. I received a response via email to provide documentation, which I promptly did and was told I would be reimbursed for my expenses ($484.77) However, as of 8/16/23, my subsequent emails, calls, and even contacts via social media have gone unanswered. I have sent several follow-up emails inquiring about the status with no response. I am seeking the reimbursement that I was promised by the airline due to their cancellation of my flight. Additionally, the way the cancellation was handled (we were out of the country on a very small island), was very irresponsible. I had to spend several hours calling hotels to find a place for myself and my 2 young kids to sleep with no direction/assistance from the airline. The island largely operates on cash, which we were out of and I was unable to feed my children lunch on the day we were finally able to leave.

• Initial Complaint

  Date:11/07/2023

  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 sold a flight on Silver Airways. They cancelled it and wont return emails or phone calls. This started on Oct 20th and still no reply. You call and cant get a hold of anyone and they dont reply to emails. Very unprofessional. No new flights have been scheduled and no communication about a refund. Crooks!

• Initial Complaint

  Date:11/03/2023

  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 booked a flight for my mother-in-law (GYMDLX) and they canceled the flight due to no longer flying to ***. However they won't answer their phone to get the refund (I've called 3 times and am still waiting to have them answer while on for over an hour currently). I booked her a new flight and before I found out it was because of no longer flying to GSO, I booked her return flight (NKOISQ) using the same airline. They haven't canceled this one and I can't without incurring a fee even though Silver will not be flying there. Due to these cancelations so close to Thanksgiving (which is around her scheduled round-trip flight) prices have gone up significantly.

• Initial Complaint

  Date:10/23/2023

  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 purchased flights for myself and my fiance through a third party for a Silver Airway flight UA3143 *** to *** on 10/19 and 10/22, roundtrip. I called on 10/18 after I was unable to check in online. I spoke with a woman with the first name, first letter A. She checked myself and my fiance in over the phone. When we got to the airport the male and female at the check in counter said he was not checked in and therefore "you're not getting on this flight man." They were extremely rude, unprofessional, unwilling to help and at one point were laughing at my fiance after I had to go ahead and get on the flight in order for us both not to miss it. On our return flight, the male at the check in counter in Greenville said that he was not on my reservation and because I purchased the tickets via a third party, "there must have been a computer error" and "sometimes our systems don't communicate." We called Silver Airway who told us to call United, who was showing my fiance on the reservation, but "you have to call Silver Airway." We had to purchase my fiancee another flight to *********, from *****, in order to make the wedding we were attending. I had pay to rent a vehicle to get him from *********. We then had to purchase ANOTHER Silver Airway flight to get him home. I have filed complaints with both United and Silver and want a refund for the additional tickets and the original ticket that I was forced to purchase.