Overview
Air Choice One ceased operations in July 2022, and its services have been integrated into Southern Airways Express. As such, no current missed flight policy exists for Air Choice One. The information below reflects the policies that were in place during its operation, based on available data, and may no longer be applicable. If you need assistance with a past Air Choice One booking, contact Southern Airways Express.
Historical Missed Flight Policy (Before July 2022)
Air Choice One was a regional U.S. airline operating under the Essential Air Service (EAS) program, serving smaller communities with flights to hubs like St. Louis (STL) and Chicago (ORD). Its missed flight policies were less rigid compared to major carriers due to its small-scale operations and focus on customer service. Below are details based on historical information:
- No-Show Policy: Air Choice One did not have a strict no-show policy that automatically canceled entire itineraries. However, missing a flight without prior notification could result in the loss of the ticket value for non-refunded fares, especially for promotional or discounted tickets. Passengers were encouraged to contact the airline to avoid complications.
- Non-Refundable Tickets: For non-refundable tickets, missing a flight typically meant forfeiting the ticket value. Refunds for unused airport taxes and fees could be requested, but processing fees might have applied. Refunds needed to be requested within the ticket’s validity period (one year from issuance).
- Flexible Rebooking: Air Choice One’s small size and customer-centric approach allowed some flexibility. If passengers missed a flight, they could contact the airline to rebook on the next available flight, subject to seat availability. Rebooking fees were not explicitly documented but were generally minimal or waived, especially for EAS-subsidized routes. Passengers reported being able to rebook by calling ahead, though availability was limited due to small aircraft (e.g., Cessna 208B with 8–9 seats).
- Check-In Requirements: Passengers were required to be at the gate 30 minutes before departure. Online check-in was available until one hour before the flight, and passengers could call ahead to check in. Missing the check-in deadline could result in losing the reservation, but Air Choice One’s informal approach often allowed passengers to resolve issues by contacting customer service.
Options if You Missed a Flight
- Rebooking: Passengers who missed a flight could contact Air Choice One’s customer service to rebook on the next available flight, typically without significant penalties. Rebooking was subject to availability, given the airline’s small fleet and limited daily flights (e.g., 52 monthly flights between Chicago ORD and Burlington, IA). Contact was typically made via the customer service line or at the airport counter.
- Tax Refund: For non-refundable tickets, passengers could request a refund of unused airport taxes and fees, such as the Air Passenger Duty (APD) for applicable flights. This required contacting the airline or the booking agency (e.g., Choice Travel Agency). Processing fees could reduce the refund amount.
- Travel Insurance: If passengers had travel insurance, they could check coverage for missed flights due to unforeseen circumstances (e.g., medical emergencies, traffic delays). Documentation, such as boarding passes or receipts, was required for claims.
- Airport Assistance: At airports like St. Louis (STL) or Chicago (ORD), passengers could visit Air Choice One’s check-in counter for assistance. Due to the airline’s small scale, staff were often able to assist directly, though rebooking options were limited by flight frequency and aircraft size. Some passengers reported inconsistent customer service experiences, such as rude staff or weight checks at check-in.
Missed Connecting Flights
Air Choice One operated under the EAS program, connecting smaller airports to major hubs like St. Louis (STL) and Chicago (ORD). Information on missed connections includes:
- Same Booking (Through-Ticket): If a missed connection was due to an Air Choice One delay, the airline would rebook passengers on the next available flight at no additional cost. Due to the small size of their aircraft (e.g., Cessna 208B with 8–9 seats), rebooking options were limited, and passengers might have faced delays until the next scheduled flight.
- Separate Tickets: If flights were booked separately (e.g., connecting to a major carrier like United or Delta), Air Choice One was not obligated to assist, and passengers might have needed to purchase a new ticket. Passengers were advised to allow at least 2–3 hours for connections at hubs like Chicago (ORD) due to security and terminal transfers.
- Compensation: Air Choice One was not subject to EU/UK Regulation 261/2004, as it operated solely within the U.S. No formal compensation policy for missed connections was documented, but passengers could request assistance at the airport counter. For delays caused by the airline, limited support (e.g., rerouting) was provided, but no monetary compensation was guaranteed.
How to Avoid No-Show Consequences
- Contact in Advance: Passengers were encouraged to call Air Choice One before departure if they anticipated missing a flight. This allowed rebooking or seat release without penalties. The customer service number was available for pre-flight check-in or cancellations.
- Arrive Early: Air Choice One required passengers to be at the gate 30 minutes before departure. Check-in counters closed 30 minutes before domestic flights, and missing this deadline could result in losing the reservation. Arriving early was critical due to the airline’s small aircraft and limited flight schedules.
- Online Check-In: Online check-in was available via the Air Choice One website, closing one hour before departure. In early 2020, the airline introduced mobile compatibility for check-in, making it easier to secure boarding passes and avoid missing deadlines.
- Monitor Flight Status: Passengers could check flight status via the Air Choice One website or by calling customer service. Due to the small scale of operations, delays were less frequent, but passengers were advised to confirm flight times, especially at smaller airports like Burlington (BRL) or Jonesboro (JBR).
Compensation and Regulations
As a U.S.-based regional carrier, Air Choice One was subject to U.S. Department of Transportation (DOT) regulations but not to EU/UK Regulation 261/2004. Key points include:
- DOT Regulations: If a missed flight was due to an airline-controlled issue (e.g., mechanical delay), Air Choice One would rebook passengers on the next available flight at no cost. No formal compensation (e.g., monetary payments) was required under DOT rules for domestic flights, but passengers could request assistance at the airport.
- Tax Refunds: Passengers could request refunds for unused airport taxes and fees for non-refundable tickets, even if they missed a flight. This required contacting Air Choice One or the booking agency within the ticket’s validity period.
- Limited Compensation: Unlike major carriers, Air Choice One did not have a documented policy for monetary compensation for missed flights or delays. Assistance was typically limited to rebooking or refunds for taxes/fees. Passengers could explore third-party services for advice, though applicability was limited for U.S. domestic flights.
