Booking & Reservations

  • What is Surf Air's flight disruption policy?

    Effective December 2023

    Operational Promise

    For Surf Air Members:

    All-You-Can-Fly Member Compensation:

    • Flight Cancellations or delays greater than 90 minutes – Member may choose from one of the following:
      • Complimentary Guest Flight (one-way), valid for 90 days 
      • Complimentary parking for 3 days (can save for future use)
      • Flight Cancellation Penalty reversal
      • Same-day or next-day commercial flight, up to $400

    Pay-As-You-Fly Member (or guest) Compensation:

    • Flight Cancellations or delays greater than 90 minutes – Member may choose from one of the following:
      • Complimentary Guest Flight (one-way), valid for 90 days 
      • Complimentary parking for 3 days  (can save for future use)
      • Flight Cancellation Penalty reversal
      • Same-day or next-day commercial flight, up to $400

    _______________________________________________________________________

    Operational Promise

    For Marketplace Passengers (Non-Members):

    Flight Delays:

    • Delay of 1:30hrs – 3.59hrs: We’ll rebook you on an alternate Surf Air flight + receive up to $50 in Surf Air credit
    • Delay of 4hrs – 5.59 hrs: We’ll rebook you on an alternate Surf Air flight + receive up to $100 in Surf Air credit
    • Delay of 6 or more hours: We’ll rebook you on an alternate Surf Air flight + receive up to $150 Surf Air credit. Alternatively, we will issue a full refund to your original form of payment + up to $150 in Surf Air credit

    Flight Cancellations:

    • For flights cancelled within 72 hours of departure: We’ll rebook you on an alternate Surf Air flight + receive up to $150 in Surf Air credit. Alternatively, we will issue a full refund to your original form of payment + up to $150 in Surf Air credit.
    • For flights cancelled outside of 72 hours of departure: We’ll rebook you on an alternate Surf Air flight + receive up to $50 credit. Alternatively, we will issue a full refund to your original form of payment + up to $50 in Surf Air credit.

    Misc terms:

    • The above compensation applies to flights disrupted that Surf Air assumes responsibility for. Compensation excludes flight disruptions outside of our control due to weather, force majeure, or Temporary Flight Restrictions. 
    • Surf Air is not responsible for covering alternative travel for events outside of our control, but we can assist with re-accommodating on another Surf Air flight. Whether the disruption is within or outside of our control, passengers may save their Surf Air credit for future use OR waive any fare difference if needing another similar flight.
    • If your flight is disrupted, passengers may always rebook complimentary on similar Surf Air flights despite any cost increase.
    • If you are required to stay overnight due to no comparable flight options, Surf Air may cover up to $400 in hotel stay + meals + ground transportation, if provided with corresponding receipts. Meal reimbursement must not exceed $100 and lodging must not exceed $400, with a $400 reimbursement total available.
    • Passengers will not be eligible for an overnight hotel stay if the cancelled flight was scheduled to depart from an airport within thirty (30) miles of the Member’s residence.
    • When possible, the Surf Air team will rebook the alternative travel versus reimburse.
    • If you’re flying complimentary & your flight is impacted, Surf Air will rebook you on an alternate Surf Air flight, but will not cover flights on an alternate airline or any additional costs incurred.
    • Surf Air credit is valid for 12 months from the issue date.
    • Surf Air guest vouchers are valid for 90 days from the issue date, unless otherwise stated.
  • What is Surf Air’s cancellation policy?

    Scheduled flights

    • The cancellation policy will depend on the type of ticket purchased. This is visible during the booking process as well as in each confirmation email.

    On Demand charter flights

    • Members: Flights cancelled at least 48 hours prior to the departure time are eligible for a 100% refund in Surf Air Credit.

    Non-Members:

    • Flights cancelled at least 72 hours prior to the departure time are eligible for a 100% refund in Surf Air Credit.
  • When should I arrive before my flight departs?

    Scheduled flights: Check-in ends 15 minutes prior to departure, so we recommend 20 minutes prior to departure. Unlike commercial travel, passengers will not wait in long security lines or board their flight 40 minutes prior to departure.

    On Demand charter flights: Generally speaking we recommend 30 minutes prior to departure for domestic flights, our team will let you know the details post booking as every airport is different.

  • How many flights may I reserve?

    For our unlimited flying memberships, you can keep two, four, or six reservations in advance at any given time (based on your membership plan). As soon as you fly, your reservation list is instantly refreshed, allowing you to book your next flight. (Just FYI: Connecting flights require the use of two flight passes.) For our pay-as-you-fly options, you may buy and book as many seats as far in advance as you’d like.

  • How do I cancel a reservation if I'm not going to make it?

    Scheduled flights:

    If you’re a Surf Air Member, simply log in to the Surf Air mobile app, select the flight, and tap Cancel.

    If you’re a non-member, please email Member Services at memberservices@surfair.com, or call at (888) 704-2582. Please review our cancellation policies in advance.

When should I arrive before my flight departs?

Scheduled flights: Check-in ends 15 minutes prior to departure, so we recommend 20 minutes prior to departure. Unlike commercial travel, passengers will not wait in long security lines or board their flight 40 minutes prior to departure.

On Demand charter flights: Generally speaking we recommend 30 minutes prior to departure for domestic flights, our team will let you know the details post booking as every airport is different.

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