Are they primarily business professionals or are there any people who sign up purely for leisure?
If I had to guess, I'd say about 40% of the folks are business professionals whose company has purchased a corporate membership and they are flying one of the passes for the trip. The firms range from construction, to techies, to folks in the financial industries.
40% or so are commuters, like myself, whose job is in a different part of the state than what they live. Maybe this shouldn't surprise me, but there as just about as many folks who live in SoCal and work in the Bay Area / SV Valley commuting north as there are folks who live in the the Bay Area and commute south to SoCal (the Valley, LA, OC and San Diego).
The remaining 20% are the rest. Some members have a family plan where so it's not to uncommon to see a family board the flight. I've been on a plane with college aged students flying home to their parents for the weekend. I'd say on the Vegas flights it's all leisure (adult beverages included in that one) and the weekend flights to Napa, Monterey and Palm Springs are more weighted towards the leisure crowd.
What is the customer service like?
That is one thing that SurfAir is pretty phenomenal at. You'll get to know the team of concierges by first name at your home airport. It's not uncommon for most members to strike up a conservation with them as they arrive. Usually a quick email or phone call to them is all it take. The're very quick to respond. Usually for me its a request to take care of ground transportation needs or assist me with something.
There's a back-end member care specialist that will be assigned to you as well, but my interactions have just been limited to billing and suggestions for improvement. They too are always quick to respond.
In case of weather or mechanical delays will they ever accommodate you on an airline?
I've encountered a few IROPs: weather (fog delays on take off or landing), a bird strike that grounded the aircraft until it could be inspected and an airport closure. I haven't had the need to fly commercial to get home but I've heard that they reimbursed the flight cost for some other members that needed to. I'm sure it would depend on the specific circumstances. The few times my plane was diverted to SJC or SAN because of visibility weather (apparently those airports and the aircraft are equipment with better ILS / automated landing systems), Surf Air has arranged for a Uber XL to drive us up the road back to destination airport. In each case it was about an hour more to get there.
In other instance that I can recall they moved me and some other members to a half full flight that made the first regular scheduled stop (in HHR / LA Area) and then continued on to a our destination for the diverted San Diego members.
The planes fly a circuit back and forth thorough out the day so if there there is delay early on it will propagate to the later flights. You'll get text messages about those when they do happen.
Generally speaking they know that getting to the destination is important. So if there is a delay they are really good about communicating what the delay is and what options they are working on for the members. It would be interesting to see what they on-time record is but I'm thinking its pretty good.