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:21/10/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 denied boarding and as per canadian laws should have offered to rebook or refund - I was offered neither and it resulted in me booking another flight 4 times more expensive

  Business Response

  Date: 23/10/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:13/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 a flight for my friend, they would not let him on the plane due to a baggage size dispute over a personal item (my friend asked them to show the size that was allowed, they wouldn't). Regardless, in the flight tariffs if your refused boarding your owed a refund. Flair marked this as a missed flight to try to get out of paying a refund when my freind was refused at the airport. They asked for a form from the gate agent, the gate agent provided no form.

  Business Response

  Date: 16/10/2023

  Good day ***,

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

  Regards,

  Regulatory Relations 

  Flair Airlines

  Customer Answer

  Date: 16/10/2023

  
  
  Complaint: 20733501
  
  
  
  I am rejecting this response because:

   

  The passenger did follow the guidelines

  present valid travel documents at the airport   Check in at the terminal.   Register and drop off your baggage. (There was no checked luggage only the personal item, so nothing needed to be registered or dropped off)   Pass through the security screening checkpoints.   Arrive at the boarding gate before the airline cut-off time.

  Furthermore, it was a breach of contract to not fly the passenger.  Negligence in refusing to assist him in any way, and under Flairs tariff rules the passenger is entitled up to the value of the unused portion of the ticket (the entire thing) for refused boarding.

   

  
  
  
  
  Sincerely,
  
  ******* ******
  
  

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 one of the passengers on Flair's cancelled flight, F8239, which was scheduled from Burbank to Vancouver on June 19 '22 that was ultimately cancelled. I was in contact with **** and ********** from the Flair Airlines Compensation Escalation Team via email since Nov '22, but neither have resolved my issue.
  
  Due to my cancelled flight from "CONTROLLABLE crewing requirements", Flair confirmed on Nov 25, '22 that I will be reimbursed $120 for meals, $50 for transportation, and $200 per night for hotel accommodations, making a total of $570 for compensation (I stayed 2 nights at the hotel). I provided all receipts via email, which were confirmed by the team. I even received communication stating that "[Flair] assures you will receive your compensation payment as promised."
  
  Flair's email on Nov 25 '22 stated 2 weeks were required for payment processing. Since then, I have followed up 10+ times on the same email thread inquiring the compensation status. It is now 11 months later in Oct '23, and I have not received my compensation nor any communication.
  
  Please rectify immediately by giving me my $570.
  
  I read Flair's Passenger Protection Regulations and information from CTA. Flair has obligations for necessities free of charge during the cancellation before the next available flight:
  
  "Within the carrier’s control: If a flight delay, cancellation or denied boarding event occurs is within the control of the Carrier, and occurs less than 12 hours before the departure time on the additional ticket, the Carrier will provide passengers with the following treatment free of charge: food and drink in reasonable quantities. If the Carrier expects that the passenger will be required to wait overnight for a flight reserved as part of alternate travel arrangements, the Carrier must offer, free of charge, hotel or other comparable accommodation, as well as transportation to the hotel or other accommodation and back to the airport or transportation to and from their residence."

  Business Response

  Date: 04/10/2023

  Good day ***,

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

  Regards,

  Regulatory relations

  Flair Airlines

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: 20690301
  
  
  
  I am rejecting this response because:

  Flair's response back was the standard message that has been sent to me several times: to call their support team or to chat to their agent online. I have done both actions multiple times over the past several months with no resolution of having my compensation be paid out. The response from their end is always an "escalation and notice to their finance team", and I have never gotten a response back from this team after contacting support.

  Since Flair requested for my reservation number, I am providing it here and asking you to send out my payment immediately. *********** ******* ******

  
  
  
  Sincerely,
  
  
  
  ********** *****

  Business Response

  Date: 04/10/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: 20690301
  
  
  
  I am rejecting this response because:

  While I appreciate your review of my complaint, the $500 payout on October 17th, 2022 that you mentioned is the INCORRECT payout of this complaint subject. As a reminder from Flair's Passenger Protections Regulations webpage which summarizes the Air Passenger Protection Regulation developed by the Canada Transportation Act, all governed airlines, including Flair, are required to follow the obligations set out in the regulations and may be subject to administrative monetary penalties for non-compliance.

  The following information is summarized and almost taken verbatim from your webpage. Because my flight disruption was within the Carrier's control and occurred less than 12 hours before the departure time, the Carrier will provide passengers with the following treatment free of charge:

  food and drink in reasonable quantities, taking into account the length of the wait, the time of day and the location of the passenger; and

  Because I was required to wait 2 overnights for a flight reserved as part of alternate travel arrangements, the Carrier must offer, free of charge, hotel or other comparable accommodation that is reasonable in relation to the location of the passenger, as well as transportation to the hotel or other accommodation and back to the airport or transportation to and from their residence.

  The above obligations are SEPARATE from the minimum compensation of $500 that you brought my attention to, which has already been paid out. To clarify, the arrival of my flight at the destination indicated on my original ticket was delayed by nine hours or more and the delay was within Carrier control, and not for reasons of safety, and I was informed 14 days or less before the original departure time of the flight.

  Furthermore, your colleagues **** and ********** from the Flair Airlines
  Compensation Escalation Team, as shown in a PDF of my email communication thread document in my original complaint, has "presumably" processed the compensation owed to make up for my food and drink ($120), hotel ($200 per night x 2 nights = $400), and transportation to the airport ($50), totalling to $570. Again, my complaint is for THIS amount that has not been paid out, which I have reiterated several times at this point.

  Again, I am requesting you to pay out this $570 immediately.

  
  Sincerely,
  
  
  
  ********** *****

• Initial Complaint

  Date:28/09/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Sept 20 YKF to YVR
  I was told at the airport that my personal item/backpack was too big even though it was considered a personal item by Flair on my last flight (fit under the seat easily). This backpack was less than 7 kg and approximately met the dimensions of a personal item. Anyway, I tried paying the carry-on fee online but the Flair website did not allow the transaction. The representative at the counter saw my failed attempts to pay online and said I would have to pay at the counter, but he also very clearly said that if I called Flair, they would see the same attempts and issue a refund for the extra charge for paying at the counter.
  
  Flair has said: "There are not remarks from our airport team to provide you the refund. We don't have visibility of the airport as to why you were charged with a personal bag."

  Business Response

  Date: 29/09/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 01/10/2023

  
  
  Complaint: 20669493
  
  
  
  I am rejecting this response because: Flair asked for reservation number - ******
  
  
  
  Sincerely,
  
  
  
  ******* *****

  Business Response

  Date: 04/10/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: 20669493
  
  
  
  I am rejecting this response because: it did not acknowledge the fact that Flair staff at airport promised adjustment of baggage fees for paying at the counter. This response talks about unnecessary information such as extra fees during peak period when the flight was not during peak periods. Therefore, the response doesn't even make sense. What I am requesting is fair because the website issues are no fault of my own and Flair staff CLEARLY told me I would be compensated for the extra charges.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:24/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  August 10th had flight cancelled by Flair due to their inability to have a flight crew. Seeking compensation under the regulation for the cost incurred for ground transportation to and from the hotel and to return to our original destination since they were unable to return us to our destination in our needed timeline. Seeking compensation under regulation 19(1)(b) as they agreed to provide originally, but only for $125 as per section (i). Our flight was cancelled and re-booked to arrive 18 hours after our original itinerary we therefor according to the regulation are owed $500 per passenger, as per section (iii). Flair is now saying that we are due to receive compensation under regulation 19 (2)(b), however that applies to those who received a refunded ticket, we did not receive a refund as the itineraries indicated clearly.

  Business Response

  Date: 29/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 29/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20516446, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:23/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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 originally booked a round trip ticket from London (Ontario) to Vancouver, departing August 25th and returning October 5th. Flair cancelled the return portion of the trip from Vancouver to London for October 5th, 2023. I spoke to a supervisor, who initiated a refund of $253.51 on July 22nd, 2023. I called again and received an email confirmation that a refund was forthcoming, which was to be refunded on the original form of payment. It is now past 30 days, and I still do not have a refund back on my credit card. I called on August 22nd, 2023 and received further confirmation that a refund was processed on July 22n, 2023 and it was sent to the Flair Finance department for payment. I received another email dated August 23rd, 2023 from ******************** that states "We acknowledge the receipt of your email that was sent to the Executive Care Team. Please note that we will investigate the concerns you raised and will provide you with a substantive response as soon as possible." I was told, verbally, that the team would escalate my case to the highest level with the finance department. It has been over 30 days since Flair stated that they initiated a refund, with no explanation of why the Finance department has taken over 30 days to process the refund. I was told that maybe there was a problem with my bank, to which I replied that I have not seen the refund processed to my credit card.

  Business Response

  Date: 24/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:22/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Dear Team,
  
  Hope this note finds you well.
  
  We traveled with Flair airlines from Winnipeg to Toronto and on our return journey (02 May 2023) my kid's baggage was damaged. We immediately sent a email to Flair Airlines, they acknowledged their mistake and promised to reimburse us with $238.79 on 17 May 2023. (after getting the invoice of new bag).
  
  Till date, there has been more than 50 email exchanges but we haven't got the money. Every conversation is documented.
  
  Please help us in resolving this issue at the earliest.
  
  Thanks,
  ****** *****

  Business Response

  Date: 23/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations 

  Flair Airlines

  Customer Answer

  Date: 23/08/2023

  
  
  Complaint: 20507222
  
  
  
  I am rejecting this response because I have been getting the same message that is shared in the response from last 3.5 months.

  Nothing new is said in response from Flair.

  i would really urge to resolve this matter ASAP and also impose an interest penalty on Flair Airlines for not resolving the issue for over 3.5 months.

  
  Sincerely,
  
  
  
  ****** ***** *****

• Initial Complaint

  Date:22/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Problem:
  - Flair Airlines approved a refund on Jul 6, 2023 as per their cancellation policy (see attachments). NOTE: We paid extra for this option when we booked our flights on Mar 10th, 2023
  - They claim to have processed the refund but have not
  - They continue to ask me to check with my Bank but refuse to provide me with the last 4 digits of the credit card that they used
  - Their documents (attached) don't have the credit card number either
  - Their online system continues to show a credit on my account (not a refund)
  
  Complaint Details:
  - Mar 10th (2023): Booking # ****** $384.92, # ****** $509 and ****** $635.32 (Total $1529.24)
  - Jun 5th: Medical emergency requires us to cancel trip along with family co-travels (reference *** Complaint Id: ******** for context and more details)
  - Jul 6th: Refund granted by Flair "on paper" and documents were received (see attached)
  - Aug 11th: 1st e-mail from me asking why payment has not been made
  - Aug 11th: 1st response from Flair saying that refund was made, asking to me to check with my Bank
  - Aug 11th: 2nd e-mail from me indicating that no refund was made. I also asked for credit card number that they used to process the refund and the transaction date when the refund was processed
  - Aug 16th: 2nd response from Flair once again saying that they processed the refund but no credit card number and no transaction date was provided by them as I requested
  - Aug 16th: 3rd e-mail sent confirming no refund was received asking them to refund immediately
  (Flair has not responded since)
  
  NOTE: Flair also used the same response when my Sister ****** (one of my co-travellers on this planned trip) made her claim. She filed a *** complaint (Id ********) and received her refund one day later. My Brother *** (also a co-travel on the same trip) has yet to receive a refund as well

  Business Response

  Date: 22/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 22/08/2023

  
  
  Complaint: 20505619
  
  
  
  I am rejecting this response because:

  - While Flair Airlines states that they have filled out a refund claim on my behalf they have not provided me with sufficient detail to follow-up including:

  1) No reference number or ticket number was provided for the Refund Claim that was "apparently" submitted internally

  2) No specific contact information was provided for the Financial Team that is to resolve this claim. Instead I'm told that the Team will contact me but was not told when this would happen.

  3) No time frame was provided (i.e. no commitment was made) as to when this claim would be completed yet they expect me to check my financial institution. When exactly am I supposed to be checking? Today? Tomorrow? Next week? 

   

  - This comes across as a nothing more than a response to satisfy the ***. They need to stop the red tape delays, be specific in their communication to me as their customer and most importantly, pay the refund (as they promised they would do) IMMEDIATELY.

  
  Sincerely,
  
  ***** ********
  
  

• Initial Complaint

  Date:22/08/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 purchased 2 return airflight tickets directly from the Flair Airlines website, for myself ****** **** and my husband ******* **** on Aug 8, 2023. The outgoing flight was supposed to leave Feb 17, 2024 ****** from Toronto to Cancun at 2:05pm return Feb 27, 2024 at 12;25pm ******. $1368.56 has been paid. Flight cancelled without reason on Aug 21, 2023. 2 options proposed via email 1) Book via online service link, when I entered my booking confirmation ******, there was an error that the booking was cancelled and could not be accessed 2) communicate via online chat; tried to rebook via chat and same error message that my booking was not available because it was cancelled and there were no options to select a change in flight, despite there being an earlier flight available for new bookings; I attempted to cancel the flight but have not received a cancellation confirmation. I have no idea what the status of my booking is. There is no direct customer service contact for resolution other than the chat. When I checked on duplicating the reservation on Aug 22, 2023, flying on the earlier flight Feb 17, 2024 there was a higher cost to the trip $1755.42.
  Flair Airlines has my money and I have no service since my booking confirmation is not accessible to me on the website. I would like a full refund or to be booked on the earlier flight with no upcharge on the cost of the original tickets. I had prepaid for seat assignments and luggage as well.
  Breakdown of charges for reservation ******
  fare
  $501.30
  seat assignment
  $140.00
  basic bundle
  $332.00
  air traveller security charge - international
  $51.82
  cun - int'l departure fee
  $73.92
  hst tax: basic bundle
  $43.16
  hst tax: seat assignment
  $18.20
  hst tax: yyz arpt improve fee
  $9.10
  tax: duties for immigration services
  $26.56
  tax: tourism tax (non immigrant law)
  $102.50
  total discount of all pax - null
  $-35.06
  yyz arpt improve fee
  $70.00
  total
  $1,368.56
  ****** ****
  **** ****** Paid on 2023-08-08
  Flair Airlines *** ****************

  Business Response

  Date: 22/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 22/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20505105, and find that this resolution is satisfactory to me. I was able to speak to *** at the phone number Flair provided after waiting 59 minutes. He was able to rebook my cancelled flight on another earlier time. His responsiveness and customer service was very good. If not for the *** directly contacting Flair, so promptly, I believe this would have dragged on for a long time. I will rescind my negative review of Flair based on the outcome, thanks to the *** support.
  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:20/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On May 8 Flair cancelled my flights. The email asked us to contact them if we wanted to rebook or get a refund. I responded with a refund please. Flair then sent me an email stating I have been refunded and should see the refund with in 7-10 days. That didn’t happen. I called them in June (I believe the 14th) and asked why I didn’t have my refund. The person I spoke to said they had made an error and it was never refunded. Then proceeded to tell me that it would take an additional 30 days for the refund. I asked to speak to a manager and requested she put the refund through. I was told a manager would call me……….that never happened. I waited the 30 days still no refund. When we returned from our summer holidays I called again this week as there has still been no refund. Again I was told it was never processed and the last person put notes in that I requested it be kept as a credit. I’m not sure if it was a language issue or what but I most definitely did not ask for a credit! After more than an hour on the phone this week and me again requesting to speak to a manager………I was told a manager has put the refund through. I asked for a new email confirmation that the refund happened and have received nothing. I’m not sure what else to do as they canceled the flight and asked if I wanted a refund and I responded by email and have a confirmation saying they refunded the airfare.

  Business Response

  Date: 21/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations 

  Flair Airlines