Complaints

This profile includes complaints for Flair Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flair Airlines

  4032-1000 Airport Rd Edmonton, AB T9E 0V3

• 

  Flair Airlines

  128-2000 Wellington Avenue Winnipeg, MB R3H 1C1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/06/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Flair airlines delayed our flight 6 times the canceled it. Told us get a hotel room and keep receipts for it and food and we would be reimbursed. Next day flight cancelled again. Told do the same get hotel and keep receipts for it and food and we would be reimbursed. Submitted claim and was denied. Submitted again and was told it was approved and would receive funds within 30 days. It's been 2 months, they said claim vanished, showed it was approved in emails. Oh ok should receive it in 30 days if not email us back. WHAT! already waited 2 months to get approved. Then waited 2 more months and they for some reason deleted my claim. Now at least another 30 days. Absolutely ridiculous. I am a disabled Canadian Armed Forces Veteran, Flair should be ashamed.

  Customer Answer

  Date: 12/06/2025

  Hi, no I have not contacted the cta , as flair has agreed it owes the funds. They are just giving me the run around to actually pay me

• Initial Complaint

  Date:04/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation for me and 5 others (6 total) to ********* from may 1st to may 4th. Flair canceled the route, since we booked with multiple airlines, the departure flight could not be canceled, this left us without a return flight on may 4th.The prices went up on may 4th with other airlines, it was not affordable, so we booked a new return flight a day early with west jet. This shortened our trip which sucked.But the major complaint is the airline said they could either give me a credit, or a refund. I opted for the refund, I do not travel lots.They have constantly given me the run around. First they will not refund the "credit card fee" which is not on the invoice. Then they had me jump through some hoops before telling me they will send the refund with hyper wallet, the asked for 30 days, it has now gone past 30 days. There is no hyperwallet emails in my junk folder or inbox.Interest is building on the balance on my credit card. They have not reached ****** this point I would like the full refund plus interest.The initial request for refund was made April 28th.

  Customer Answer

  Date: 04/06/2025

  No, I have not contacted the Canadian transport agency. I dont know what I should do really. I was research them. Thanks.

• Initial Complaint

  Date:27/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a one-way ticket that was scheduled to depart from ******* (*********************************) to ******* on December 20, 2024, at 3:30 pm. The Flight Number is F82651. The airline communicated by the hour to state that the flight will be delayed due to maintenance until the following day which is December 21, 2024 after 1pm that the flight is still delayed until it the flight was cancelled. I have filed a compensation request from the December 21, 2024. The tracking number is HT2S2Q and still no compensation as yet, as Flair keeps communicating that we are very sorry to hear that you have not yet received the payment that was promised to you. When issuing payments, there is a 30-day turnaround time from the date of approval. I am writing to express my extreme dissatisfaction regarding the unacceptable delay of over 10 hours. As a loyal customer of your airline who has consistently chosen your service, I am deeply disappointed by the handling of this situation. Despite the clear guidelines set out for compensation in such cases, I have now been waiting over five months to receive the compensation that was promised. This delay in response and resolution is both unprofessional and unacceptable. Given the excessive inconvenience, emotional stress, and disruption to my schedule caused by this prolonged delay, as well as the unreasonable wait for compensation, I am demanding a compensation package that exceeds the minimum stipulated amount. This should include additional compensation for the extraordinary delay in processing my claim, lack of communication, and overall poor customer service.

  Customer Answer

  Date: 27/05/2025

  I have not contacted the Canadian Travel Authority.

  Customer Answer

  Date: 27/05/2025

  .Please see the attached messages that were communicated between Flair and I re the delayed compensation.

• Initial Complaint

  Date:21/05/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked domestic flight tickets via ********** on 15Dec2024 and chose Flair Airlines for being slightly cheaper for * tickets for June 2025 ******* to *******. There was no mention of any instructions or warnings like nonrefundable, and now on **May2025 when I canceled reservation due to some unavoidable reasons, I received confirmation that CAD ****** has been deducted on account of cancellation, and CAD ******* cannot be refunded and appear as balance due. When I called them I found out that this credit must be used within a period of two years or it will be lapsed. They should have clearly mentioned all that at the time of making the reservation. Had I known this, I would have never purchased it, never!

• Initial Complaint

  Date:21/05/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,We recently flew with Flair on December 26th 2025 to ******. Flair offers a baggage bundle- to pay extra for a large carry on bag + 1 checked luggage. My husband and I knew the struggles of Flair ahead of time, and decided to each purchase one baggage bundle each, allowing us 2 checked bags and 2 carry on bags. That was not the issue.. We were responsible and planned ahead, and prepurchased the bundle, RATHER than paying at airport to save money, and avoid the extra fees they charge for paying at the airport.When we showed up- Flair claims we had paid for the bundle for the FLIGHT BACK rather than the flight TO *******1) Firstly- WHY would we purchase baggage for the way home when we need to clearly purchase baggage for the way to ******- that seems like a system glitch and flaw- and completely not our fault 2) They proceeded to charge us FULL PRICE for the baggage bundle- the full price and charge extra for paying at airport- when we clearly had receipts that our intention was to prepay to avoid extra fees. It was clear and evident- and had full receipts that we prepaid. I have no idea why they decided that it was OUR fault we booked the baggage bundle for the way home. They could have easily fixed it to reflect baggage fees for the way there. Instead we waited probably 45 min. Spoke to multiple supervisors at airport. No one could explain WHY we were charged for return flight bundle. Yet still proceeded to not give us the discount for prepaid for the bundle for the trip to *******Flair needs to be stopped with all of their nonsense. I have tried to take this up with Flair directly many times- they refuse to listen.I am not asking for a full refund- just the delta of prepaid bundle vs paying at the airport

  Customer Answer

  Date: 23/05/2025

  No I have not contacted them

• Initial Complaint

  Date:09/05/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I booked, I selected and paid for the optional carry-on baggage (approx. $123 CAD). Upon arrival at the gate, Flair Airlines staff informed me that my personal laptop bag would be reclassified as my carry-on item. I was told to check my actual carry-on suitcase into cargo and pay a second additional baggage fee or be denied boarding without any refund. This was presented to me as the only option, despite the fact that I offered to check the smaller item to avoid a second charge.I have completed over 200 flights in past 4 years, several with Flair Airlines, and my laptop bag has always qualified as a personal item. On this day, Flair personnel insisted my personal bag exceeded permitted dimensions based on a sizing box measuring approximately 17" x 13" x 6", despite the known dimensions of the space under the seat on the ****** 737 MAX 8 (15" x 13" x 10") contradicting Flairs stance that it was non-compliant. I furnished evidence of my personal item under the seat complying with sizing expectations. Yet, I was coerced into paying an additional fee under threat of being removed from the flight. Multiple passengers on the same flight had similar treatment. At least five individuals corroborated having been subjected to the same reclassification of personal and carry-on items and were also required to pay additional baggage fees under threat of denied boarding. Each individual indicated an intention to file a formal complaint. This suggests a broader pattern of practice that may constitute misrepresentation and deceptive conduct under Canadian consumer protection laws.There are also allegations circulating that Flair Airlines may be receiving financial incentives for coercive tactics to reclassify baggage by enforcing and generating additional revenue with unnecessary fees. If true, this constitutes a clear unlawful conflict of interest and deliberate and deceptive revenue-generating scheme that violates fair business practice, amounting to consumer fraud.

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Flair Airlines Location: ********, ******* Complaint Type: Billing/Collection Issue Booking Reference: ****** Date of Incident: April ****, 2025 Complaint:I am requesting a refund due to being charged twice for the same **** bag on my recent flight with Flair Airlines. I followed all baggage policies regarding weight and dimensions and was given conflicting information at the check-in desk. Despite presenting my case to customer service, I was provided with a generic response citing baggage policies without addressing the actual issue a duplicate charge, not a policy violation.Flair has refused to issue a refund, even though the charge was applied in error. I am seeking a full refund for the second baggage fee that was incorrectly charged. If necessary, I am prepared to take further action to resolve this matter.Desired Resolution:A full refund for the second (duplicate) baggage fee charged both to and from flight location

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We flew w/ flair airlines March 19.***************- ******* . The flight was delayed 6 hrs so the airlines emailed us telling us we would be reimbursed for snacks once at the airport. I was part of a family of 5, but only spend $$33 usd on snacks . I submitted my receipt March 22 and was refunded March 26, but on March 27 flair took the money BACK OUT of my bank account. Ive called & emailed 5 or more times , they wont resend the $33usd back to me.Also my baggage was completely destroyed and filled the online report for baggage claim on March 22 , I got a ticket # but they wont refund for the baggage damage either. The suitcase was $80 2 article of clothes were damaged, jacket-$160.00, swimsuit-$70.

  Customer Answer

  Date: 08/05/2025

  No I did not contact the ******************************

• Initial Complaint

  Date:23/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an airline ticket online from flair airlines and it included a personal item that weight 7kg. When I got to the airport they told me that my bag didn't fir in a box they has a tool for measure but it did! They didn't even try the weight it! And charged me a 90 Canadian dollars!!! Even though if that is the case there site clearly says 30 dollars

  Customer Answer

  Date: 25/04/2025

  Hello, do I need to contact the ******************************? If so, how?

   

  Thanks 

• Initial Complaint

  Date:16/04/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was diagnosed with pneumonia earlier last week after a nasty Covid-19 infection.I contacted the Flair to get a credit so I could rebook in the future (for $*** so really not much). Ive been told theres no option for a credit and theres nothing they can do and I should either fly or I loose the ******** Flair wants me to put other passengers health and safety at risk vs granting someone a $*** credit so they dont have to fly. It is insane to me that a company like this would knowingly put people in a plane with pneumonia....