Frequently Asked Questions

Southern Airways

Frequently Asked Questions

Flights numbered 3000-3999

For flights numbered 3000-3999, please see the Surf Air FAQ, which includes baggage and fare rules by clicking here. Passengers on these flights may bring multiple pieces of baggage so long as the total weight does not exceed 30 pounds and the total outside measurements do not exceed 44 linear inches.

Flights within Hawaii

For flights within Hawaii, please see the Mokulele Airlines FAQ, which includes baggage and fare rules by clicking here.

How can I avoid a middle seat?

Our comfortable aircraft mean no more worries about that middle seat.

Southern Airways Express has an open seating policy and every seat has a great view.

How early do I need to check in? And where?

East Region

(Check in at main terminal)

Washington-Dulles, VA – IAD: Check in begins 90 minutes / no less than 45 minutes prior to scheduled departure time. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. Southern Airways Express is located at Terminal #3, Kiosk 3, near the District ChopHouse Restaurant. Flights depart from Gate H17. Bradford, PA – BFD: Check in begins 45 minutes / no less than 30 minutes prior to scheduled departure. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. Dubois, PA – DUJ: Check in begins 45 minutes / no less than 30 minutes prior to scheduled departure. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. Lancaster, PA – LNS: Check in begins 45 minutes / no less than 30 minutes prior to scheduled departure. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. Morgantown, WV – MGW: Check in begins 45 minutes / no less than 30 minutes prior to scheduled departure. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. Pittsburgh, PA – PIT: Check in begins 90 minutes / no less than 45 minutes prior to scheduled departure time. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. MINIMUM CONNECT TIME TO ANOTHER AIRLINE IS 75 MINUTES. BAGS NEED TO BE COLLECTED FROM AIRLINE BAGGAGE CLAIM AND THEN RE-CHECKED TO NEXT AIRLINE AT THEIR TICKET COUNTER. PASSENGER WILL NEED TO GO BACK THROUGH AIRPORT SECURITY.

Central Region

Atlanta / Hartsfield-Jackson Atlanta International Airport – ATL: Check in at the main terminal,; the Southern counter is located next to Frontier Airlines on the north domestic side of the airport. Enter in door N3. All flights operate out of Gate E37. Memphis, TN – MEM: Signature Flight Support: no less than 30 minutes prior to scheduled departure. If a ticketed passenger arrives at a ticket counter and no agent is available, the passenger should call Carrier’s Customer Service Center at 800-329-0485 for assistance. Nashville, TN – BNA: Atlantic Aviation: Southern Airways flights do not depart from the main terminal at Nashville International Airport. Instead, they operate from Atlantic Aviation, 635 Hangar Ln, Nashville, TN 37217. Parking is free at the terminal. There is no check-in counter at this private terminal. Please make yourself comfortable in the lobby and wait for one of Southern’s crew members to greet you approximately 15 minutes prior to departure. Southern’s pilots can be easily identified by their powder blue neckties and white hats. If you have any questions, feel free to call the Southern Customer Service Center at 800-329-0485.

How many bags am I allowed to check?

Checked baggage allowance on each flight may depend on weight and balance capacity. Refer to the fare class on the booked ticket for specific details.

Guests are permitted to bring up to two personal items (such as a purse or backpack). Each item cannot weigh more than 15 lbs. Due to cabin space limitations, some personal items may need to be placed in our baggage compartment, but at no cost to you. Checked bag allowance is subject to space and weight limitations in the cargo compartment of the aircraft.

Your first checked bag is FREE; the 2nd item is $30, the 3rd item is $50, and sports equipment is $35. An oversized or overweight bag adds $35 to that bag’s standard fee. See the restrictions based on your fare class for specific personal item and checked bag permissions and rates. Rates are incurred per checked bag, per trip, within standard size and weight limits.

What are the weight and size restrictions for baggage?

Checked bags (suitcase, bags, boxes, folded wheelchairs, etc.) will be accepted for transportation if the maximum outside linear dimensions do not exceed 14.5″ tall x 30″ wide x 45″ long, and are no more than 70 lbs. Baggage that is greater than 50 lbs. will be assessed a $35 heavy bag fee in addition to the normal baggage fee.

Personal items are subject to a maximum outside linear dimension of 36.5 inches (normal sizing is 12″ tall x 14.5″ wide and 10″ long) and a maximum weight of 15 lbs.

What is Southern Airways’ liability when transporting baggage?

We have the right to refuse to accept baggage.

Guests must also sign a liability release for anything deemed non-standard luggage (including boxes, coolers, containers, etc.) or if an item shows any signs of damage. Normal wear-and-tear will not be subject to any claim for damage. We will also not transport any item that we feel may contain illegal substances, and reserve the right to inspect and have law enforcement present to confiscate any illegal substances.

For interline connection flights to the mainland or international destinations, you will need to claim your luggage at the destination airport, then recheck your luggage with the respective airline due to TSA screening requirements.

How do I report a baggage claim?

If your checked baggage is missing, delayed, damaged, or stolen, notify a Mokulele Airline station agent within 1 hour of your flight’s arrival. This allows our team to begin locating your bag immediately.

To submit a baggage report online, please complete our Lost or Damaged Luggage Report Form.

Lost luggage: https://admin.surfair.com/lost-luggage

Damaged luggage: https://admin.surfair.com/damaged-luggage

What accessibility accommodations are available on Southern Airways Express and Mokulele Airlines flights?

We are committed to assisting guests with disabilities with care, respect, and transparency throughout their travel experience.

Because many of our flights operate on small aircraft and from regional airports or private terminals, the boarding experience may differ from larger commercial airlines. Some locations require guests to board using aircraft stairs, and certain mobility accommodations may vary by airport.

To help us provide the safest and most comfortable experience possible, we encourage guests requiring wheelchair or mobility assistance to contact us in advance of travel so we can review the specific accommodations available at their departure and arrival locations.

Important things to know:

Hawaii locations may offer ramp-assisted boarding at select airports
Mainland locations generally require guests to be able to navigate aircraft stairs with or without assistance from a travel companion
Our team may assist by offering a steady arm or shoulder for support, but team members cannot physically lift guests into or within the aircraft
Wheelchairs carried onboard may be subject to size and space limitations
We will always work to explore available accommodations while prioritizing guest safety

For assistance prior to travel, please contact our Guest Services team so we can best support your journey.