If you miss a Surinam Airways flight, the airline’s policies, as outlined in their Conditions of Carriage and applicable regulations such as EU Regulation 261/2004 for flights departing from the EU, will apply. Surinam Airways, the flag carrier of Suriname based in Paramaribo, operates regional and long-haul flights with a hub at Johan Adolf Pengel International Airport. Below is an overview of what happens and your options when you miss a flight, based on available information.
No-Show Policy
If you miss your flight without notifying Surinam Airways at least two hours before departure, you are considered a "no-show." This may result in the forfeiture of the ticket value, and subsequent flights in your itinerary, such as return or onward flights, may be canceled, as the airline treats the itinerary as a single contract.
- Notification: To avoid no-show penalties, contact Surinam Airways at least two hours before departure via their Call Center, website, mobile app, or airport counter. Prompt notification may allow rebooking or preserve the validity of remaining flight segments.
- Fees: For non-refundable fares, a no-show typically results in the loss of the ticket value. Rebooking after a no-show may incur a fee, which varies by fare type and route, plus any fare difference. Flexible fares, such as Business Class or Flex tickets, may allow changes with a fee, subject to availability.
- Impact on Itinerary: Missing a flight may lead to the cancellation of the entire reservation, including connecting or return flights, as per the airline’s policy.
Rebooking Options
If you miss a flight due to reasons within your control, rebooking is possible but subject to availability and fare rules. You can manage changes through the Surinam Airways website under Manage Booking, mobile app, Call Center, or airport counter. Additional charges may include:
- Change Fee: A fee is charged for rebooking a missed flight, which varies by fare type and route. Non-refundable fares may require purchasing a new ticket, while flexible fares like Flex tickets may allow changes with a fee.
- Fare Difference: You must pay any difference between the original fare and the new flight’s fare. No refund is provided if the new fare is lower.
- Standby: If you arrive at the airport shortly after missing your flight, Surinam Airways may allow standby for the next available flight, subject to availability and fees, though this is not guaranteed.
If you miss a connecting flight due to a delay caused by Surinam Airways, and both flights are on the same booking, the airline will rebook you on the next available flight at no additional cost, as required by EU Regulation 261/2004 for flights departing from the EU. They may also provide meals, accommodation, or transport for significant delays within their control. For separate bookings, Surinam Airways is not responsible for missed connections, and you may need to purchase a new ticket.
Compensation and Refunds
Refunds or compensation for missed flights are limited due to Surinam Airways’ low-cost model:
- Non-Refundable Tickets: Most Economy Class fares are non-refundable if you miss the flight, resulting in the loss of the ticket value.
- Refundable Tickets: Flexible fares, such as Business Class or Flex tickets, may allow cancellations or changes before departure with a fee, subject to fare rules. Refunds are processed to the original payment method within a specified period.
- 24-Hour Cancellation Rule: For bookings to or from the U.S., you can cancel within twenty-four hours of purchase for a full refund, regardless of fare type, if booked at least seven days before departure. This does not apply to missed flights but can prevent no-show issues if you anticipate missing the flight.
- Airline-Caused Delays: If you miss a connecting flight due to a Surinam Airways delay within their control (e.g., technical issues) and arrive three or more hours late, you may be entitled to compensation under EU Regulation 261/2004 for flights departing from the EU, such as from Amsterdam, ranging from two hundred fifty euros to six hundred euros, depending on flight distance. You may also request a refund for the unused ticket portion or rebooking without fees. Submit claims via the airline’s Claims Department or website.
- Airport Taxes and Fees: If you miss a flight, you may request a refund for taxes and fees, subject to an administration fee, within a specified period.
- COVID-19 Waiver Policy: For tickets issued between specified dates, you could rebook without a change fee for travel completed by a certain date, with fare differences applying. This policy has expired but may apply to older bookings.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Contact Surinam Airways immediately via their Call Center, Manage Booking portal, mobile app, or airport counter to explore rebooking options or confirm travel on subsequent flights.
- Review your ticket’s fare rules on the Surinam Airways website under Manage Booking to understand applicable fees and refund eligibility.
- If the missed flight was due to an airline-caused delay, submit a compensation or refund request via the website’s Claim Application form or Claims Department, providing your booking reference and supporting documents like receipts or boarding passes.
- For tickets purchased through a travel agent, contact the agent directly for changes or refunds, as verification may be required.
- Check in online twenty-four hours to two hours before departure, as check-in counters close two hours before departure for passengers with baggage, and boarding gates close ninety minutes before departure.
Additional Information
For flights departing from the EU, such as from Amsterdam, if you miss a connecting flight due to an airline-caused delay and arrive three or more hours late, you may be entitled to compensation under EU Regulation 261/2004, provided the delay was within Surinam Airways’ control (e.g., technical issues or staffing). Compensation is not provided for extraordinary circumstances, such as weather or air traffic control issues. Customer reviews on platforms like Tripadvisor and SKYTRAX highlight frequent delays, rescheduling issues, and poor communication, with some passengers reporting missed connections due to unannounced schedule changes and inadequate assistance, such as lack of food vouchers or accommodation. Surinam Airways’ customer service has faced criticism for slow refund processing and unresponsiveness, which may affect missed flight resolutions.
