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Business Profile

Airlines

Flair Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 574 total complaints in the last 3 years.
    • 82 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:19/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 had a flight from waterloo to vancouver on 18 dec but that flight delayed 9 hrs then i booked again which options given by them now i got flight from toronto to vancouver which is at 7:50 but now delayed to 10:15 when i came here i have 1-10 kg bag 1-23 kg and last one 7 kg i already bought bundle of baggage which cost me 107 dollar than i came to airport they said you have to pay 55 dollar for 10 kg bag i said i already paid they said no i paid extra for seat but they gave me normal seat i explained them i have proof that i have this xl seat they said call customer service

    • Initial Complaint

      Date:17/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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 ***,

      Really glad to have the channel for help on a stressful and disrespectful situation.

      We flew Flair Airline from Fort Lauderdale to Toronto on ****** ******. Within the trip, we have my husbands, two kids and myself, who are holding Canadian passport, and my parents who are Canadian PR but Chinese citizen. We have completed Flair’s online check-in and got to the page of their confirmation of the web check-in completed (I have the snapshot saved). At the check-in counter, the lady charged us 25 dollars each for the two Chinese passport holders as check-in fee. The first reason she gave us was because of “the color of passport”. After I pointed it was a terribly discrimination, she changed her reason to that we did not check-in online. I told her we did for all six of us under the same reservation. She just kept saying I did not. After we landed back to Toronto, I have been chatting with Flair. They first said I did not check-in, so I sent them the snapshot, then they said the documents did not match, but could not tell me what exactly did not match. After I asked for evidence, the final reason they gave me is that I should show the snapshot at the airport, without doing that, there is nothing they can do to give me the refund.

      As a country of immigrants, the truly felt distasteful of the statement of “color or passports” and the company’s lies about the reasons. And still no refund.

      Please I sincerely seeking for support on this issue and would prefer refund and apologies.

      Thank you a lot.
      **** and family

    • Initial Complaint

      Date:15/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      My name is ****** ****** and I was a passenger today Dec. 14/2023 on Flair flight airline 1512 from Calgary AB to Las Vegas NV.
      The flight was supposed to take off at 07:10 and it flew at approximately 11:00 almost 4 hours of no weather related delay.
      The worst thing was that the airline woke me up at 1:52 AM and 3:16 by texting the unfounded issues that it was not related to me and my flight's delay, but omitted to inform me of the 4 hours delay, so I could get to the airport in the proper time and not 4 hours early. Copy of both texts are included.
      This was one of the worst flights I ever had and I need to have compensation or credit to be used in the future travels, for not being informed of the delay and missing a very important job interviews in Las Vegas.
      Please respond to my issue at your earliest convenience.
      Thank you
      ****** ******

    • Initial Complaint

      Date:13/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Ticket for a direct flight from Halifax to Toronto on March 12th 2024 was purchased on December 8th 2023 under my account & card, and occurred on my personal computer in which both my bank information & account information are saved on.

      I called Flair customer support after reading their refund/cancellation policy, and explained that I did not want to buy their plane ticket; they informed me that the ticket was non-refundable and that I could not get my money back even if I had not willingly bought it.
      I asked to speak to a supervisor and they did not forward me to one after several attempts, stating that if the supervisor had reason to speak to me they'd call me back.

    • Initial Complaint

      Date:17/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 having issues with flair airlines on November 17 at around 4 pm mst, I then waited until the end to get onto the flight because I wanted to discuss the issue before take off. I had given my id to the boarding counter lady by placing it on the counter. I then went towards my flight because I was worried about missing it. I then noticed I didn't have my ID. I let the flight attendants know that my ID was at the check in counter. They ignored me and continued to deal with the take off. I kept yelling the flight attendants that my ID was at the counter while the gate was still connected to the airplane. They repeatedly ignored me and we left.

      On the flight I explained to a flight attendant about the situation and she rolled her eyes claiming there would not be a way the other workers would forget to give me my ID. She claimed I was not acting by her standards and continued to demean me.

      I was having a very difficult experince and they caused me a mental breakdown on the plane as I hyperventilated.

    • Initial Complaint

      Date:09/11/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 told a backpack would not fit under a seat and was charged $77 to bring it on board as a “carry on” but then the stewards insisted I put it under my seat anyway meaning I laid $77 for a personal item

      November 9th 2023

    • Initial Complaint

      Date:06/11/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      On November 5th I checked into a flight from Las Vegas to Toronto and paid for a carry on bag for $64. On November 6th I got to the airport and the flair airlines counter told me I had to check the bag because there was no room for it to be a carry on. I told them I already paid $64 but they said I had to pay another $79 for the same bag. I told them I already paid and they said I’ll have to reach out to Flair for a refund. I was charged twice for one bag.

    • Initial Complaint

      Date:27/10/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 charged me $82 dollars Canadian for my only carry on bag that has two pants and shaving stuff. After paying another $80 dollars Canadian for my first bag that I checked in on the same day. This is criminal behaviour should never be allowed to operate in Canada and no one should be forced to pay for small carry on bags.

    • Initial Complaint

      Date:25/10/2023

      Type:Billing Issues
      Status:
      Unresolved
      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.
      On August 14th 2 return tickets were purchased from YYZ to FLL. Booking numbers ****** *** ****** for myself and my husband. Tickets were paid in full at time of booking $313.97 and $482.24 . Each booking was processed as 2 separate charges ticketing ($458.24 and $289.97) and ****** *** ($24 and $24). The issue is that when I access both of these bookings, they both show a balance of $24 and is requesting payment be made even though payment was already made as seen on the credit card statement uploaded showing the payment as well as noted in the email receipts from flair however on the current booking in both the app and online the $24 ****** payment is not showing making the system report a balance owing.

      Business Response

      Date: 26/10/2023

      Good day ***,

      We have reviewed this passengers complaint. See attached Flairs position.

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 26/10/2023



      Complaint: 20783427



      I am rejecting this response because: Thank you for replying and sating that the booking is paid in full however from the consumer end it is still showing a balance owing. I attached the booking summary for both files where it states there is a $24 balance owing and is requesting payment be made. I am concerned that if this is not resolved my ticket will be cancelled or I will be unable to check-in properly as the system incorrectly thinks the booking is not fully paid. 



      Sincerely,

      ****** ****

    • Initial Complaint

      Date:24/10/2023

      Type:Product Issues
      Status:
      Unresolved
      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 Team,

      I booked a flight from Toronto Pearson airport to Halifax. Before few days of my travel, I got sick. When I checked with my family doctor, he advised me not to travel because my cough and cold are serve and to avoid spreading infections of Covid. I informed my airlines immediately about my situation and waited for their response. Upon multiple follow ups with medical fly flair team no one responded. My flight travel date also crossed, after I received a response to cancel my flight and cancellation charges applies they told me. My departure itself over no use of cancellation as I don't get back any money. And as per their website information for deadly illness they will refund the amount spend is written. Covid is not deadly? They refusing to refund saying unexpectedly reasons. I want my refund at any cost. Please help

      Business Response

      Date: 25/10/2023

      Good day ***,

      We have reviewed this passengers complaint. See attached Flairs position.

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 25/10/2023



      Complaint: 20775069



      I am rejecting this response because:

      30 times I emailed to customer care of flyflair and chat support. I am  fed up . 

      *** Team please advise them to process the refund and get the mail communication for the refund assurance I  fed up please support me and help me in this issue to get the refund please 




      Sincerely,

      ***** *****************

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