Customer Service Promise


This Customer Service Plan is applicable to Silver Airways’ scheduled flights and has been adopted in accordance with the U.S. Code of Federal Regulations (14 CFR § 259.5).


Allowing Certain Reservations to be Cancelled Without Penalty for 24 Hours

When you make a reservation through our website, our Ticket Counters, or our Telephone Reservation Center, we will allow you to cancel and receive a full refund, provided you cancel the reservation within 24 hours of purchase and your first flight’s departure is more than one week away. You may cancel with no penalty on our website or by calling 801-401-9100.


When Silver cancels your flights as a result of a controllable irregularity, our team will do it's best to rebook you. If a rebooking isn't possible or the rebooking doesn't fit your travel plans, you are entitled to receive a refund to your original form of payment.


When Silver delays or makes any changes to your upcoming flight itinerary we will be sure to advise you in a timely manner using the contact information you provided to us when you made your reservation. If we sent you an email regarding a schedule change for your upcoming flight:
-  If we reschedule your flight in advance and you choose to reschedule, we will do our best to put you on the next best flight.
- If we delay a flight 90 minutes post your original departure time, you are entitled to full refund.
Please note Silver is only responsible for reaching you to your final destination on your itinerary. We can not reschedule or book you to new destinations from other connecting flights.


Prompt Ticket Refunds

We will provide prompt refunds for eligible tickets once we receive your request accompanied by any required documentation. When refunds are allowed we will provide prompt refunds, less any applicable service fees, to the original form of payment.
In the event of a flight cancellation or over sale situation, we will refund fees charged to you for services for which you paid but were unable to use. If you used a credit card to make your purchase, we will submit the request for a refund to the credit card issuer within 7 business days of receiving your completed request for a refund. The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.
For purchases made with cash, check or other forms of payment, we will issue your refund within 20 business days of receipt of your completed request for a refund. For refund assistance, please contact 801-401-9100.



Silver Airways will do its best to contact you in advance regarding a flight cancellation, using the contact information in your reservation. In the event of a cancellation or misconnection, we will confirm you on the next flight we operate that has seats available in the same class of service, when rebooking is necessary. Additionally, our airport staff and Customer Care Center representatives will make available information about your rebooking.
If you have encountered a travel disruption due to a cancellation or delay, here at Silver Airways we strive to accommodate you to our best abilities:
- If our flight changes cause the need for an overnight hotel stay we will reimburse you $100 per night at a domestic location and $150 per night at an international location.
- If your delay is over 4 hours, you will receive a meal vouchers or reasonable reimbursements of up to a certain amount.
We do not reimburse rental cars, other airlines tickets, or any previously booked hotel rooms. If you fail to show up before departure time and miss your flight, you are no longer entitled to a refund. 


Responsiveness to Customer Complaints

Silver Airways will acknowledge, in writing, each written consumer complaint within 30 days of receipt and send a substantive written response to each such complainant within 60 days of receipt. Written consumer complaints may be submitted by regular mail, email or fax – see our Contact Us page for addresses and phone numbers.