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:19/08/2023

  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.

  On January 1st, 2023 my flight F8305 from Ottawa to Halifax was cancelled at boarding time. ** ********** ****** *** *******  
  We were given a voucher for a hotel, but we have not yet been compensated for the other costs incurred.
  I began the claims process via email on January 9th and provided receipts up front. I was told that under the CTA I am entitled to $250 CAD per person (I am also seeking compensation for my son ******* ****).
  It is now August 19 and I have remained in constant contact for follow up, have called customer service and had to resubmit my claim as it had mysteriously disappeared. I have all the emails to show for this. From the date I filed my claim until now I have been repeatedly told that my compensation is pending and to please give them time (no timeline could be provided). When I have asked to speak to some one who could provide me more answers they advise there is no one.
  
  On August 1st I followed up yet again and received this reply:
  "I’m so sorry that you are dissatisfied with the experience. Your input is greatly appreciated and will not go unnoticed. We continuously strive to improve our processes, policies, and procedures so that our passengers have the best possible flying experience. As we have resubmitted the claim request previously, the Hyperwallet shows that the request is no records. However, we have resubmitted the request again, since the high volume of the queue, and please be informed that the processing time for this resubmission is estimated to be 30 days. I'm really sorry for the delay in compensation. I request you to wait these 30 days to process this request."
  
  This is truly astounding and unbelievably disrespectful to the customers who flew with you, who were delayed repeatedly and cancelled upon.
  
  I have been more than patient and respectful to the Flair team, and in my opinion this has not been reciprocated. In this economic climate, most people cannot afford to be taken at a disadvantage in this way.

  Business Response

  Date: 21/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:17/08/2023

  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.

  On February 22nd I purchased flights from Edmonton to Vancouver for the amount of $885.60 to depart on July 13th. On the evening of July 12th I successfully checked in for my flight leaving to Vancouver. Upon arrival to the airport around 10:30am on July 13th I was told the flight was delayed over 10 hours from the original departing time without any written notice. Flair Airlines did not offer any compensation, hotel or meal vouchers. Due to the fact that I had commitments in Vancouver I could not wait for such a long time and opted to purchase another flight through another carrier. Flair offered to refund me for the departing tickets in the amount of $422.80 on July 13th. After waiting the 10 business days and not recieving any refund I called Flair to follow up about the refund to which I was told to wait 15-20 days. After waiting 20 days I followed up again and was told to wait 30 days and to contact my bank for further concerns as Flair Airlines could not be of any further help. I contacted my bank (*** ****) after 30 days of waiting and they confirmed no refund was recieved on their end. Because **** cannot dispute a charge over 150 days they recommended filing a complaint through *** since Flair Airlines will not comply in retuning $422.80 to me. I have a receipt from them as proof and can provide all bank statements showing no refund has been processed.

  Business Response

  Date: 21/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 22/08/2023

  
  
  Complaint: 20483171
  
  
  
  I am rejecting this response because:

  The money, in the amount of $422.80 has not been returned to me and has not been refunded to my credit card. I have confirmed with my financial institution that no money or refunds are pending.

  I have waited the required amount of days and one full billing cycle as told by Flair Airlines staff and the money has not been returned. Sending the same statement over and over is not proof of a refund as there is no receipt of the transaction from my financial institution.

  If the money in the amount of $422.80 is not returned to me, in full, and applied to my credit card or mailed to me in the form of a cheque by August 31st I will be having my lawyer involved and pursuing legal action to the fullest extent of the law against Flair Airlines.

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

• Initial Complaint

  Date:16/08/2023

  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.

  On March 10, 2023 myself and 5 family members (3 couples) booked travel for August 1 to 10 & paid for the bundle that would provide the most flexibility including a refund. The trip for all 6 was cancelled online on June 5 due to a medical emergency with 1 member & all received a credit, not a refund as stipulated in the cancellation policy & as part of our bundle. On July 6 , 3 members called to request a refund. The agent said that one would be received in its original form of payment within 30 days, it was not received. On August 10, I sent a follow up email regarding the refund with no response. On August 11, a second email was sent by a 2nd member who received a templated response that the refund was issued & to check with the financial institution. A response to that email confirming that no refund was received did not result in a response from Flair. On August 14, I resent an email and on August 16 received the same templated response that it was a financial institution error. I replied to that email stating that the bank confirmed that no refund was received; Flair replied that a follow up to the Finance department was made.
  
  As of August 16 the Flair website cancellation policy states a credit for cancelled flights. On June 5 when we cancelled the trip it was a refund, the Flair agent on the call on July 6 also stated that we were entitled to a refund. Refund notices were received by email.
  
  We are requesting a refund as follows in our original form of payment:
  ****** ********* ******** ******** * ****** ******* * * ****** **** * ****** ******** *** ********* ******** ******** * ****** ******* * * ****** **** * ****** ******** ***** ********* ******** ******** * ****** ******* * * ****** **** * ****** ********
   Supporting documents were received for each of the 9 bookings indicating that a **** credit was issued on July 6 for each of the above individuals for each booking, however no credit was received. I have attached 3, 1 booking for each member.

  Business Response

  Date: 18/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: 20482333
  
  
  
  I am rejecting this response at this time as I wait for the refund for myself and family members.  Once received, it will be resolved.
  
  
  
  Sincerely,
  
  
  
  ****** ********

  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: 20482333
  
  
  
  I am rejecting this response as the first attempt made was calling the number you provided for a refund, followed by a series of emails with delayed response then no resolution and thus the complaint filed with ***.  This is clearly a stall tactic. More so the letter is signed by a department and not an individual taking any accountability.  Upon sending persistent emails, and some stroke of a miracle,  I was the only one to finally receive a refund.  My brothers also on this claim did not.  The response in the email (if we ever get a response) continues to be to check with our financial institution.  Once again, I reiterate and reinforce, that someone takes accountability by corresponding with your own finance department.  Incidentally, your first response to me is that you are checking with your finance team, your second response to me is to call the 1800 #. I did in fact call, on July 6 and August 10 and still no action.   I guess it is the luck of the draw of who responds and actually does their job.  One of my brothers (****** has since filled another complaint today #20505619 requesting the money he is owed, while our other brother is focused on his health and medical emergency.  They are owed the following amounts immediately!

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

  Take action and refund them both the amount they are owed and promised based on the package we all purchased.  This is complete nonsense that your approach continues to be to visit your website, (that incidentally has privacy and confidentiality issues as I was able to see my brothers personal information when logged in and using their booking numbers), call you or check with our own banks.  Time to take initiative and focus on your customer service.  I'm sure you would not want additional media attention on confidentiality issues or lack of customer service.  Something we are prepared to do if my brothers do not receive the money they are owed.

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

• Initial Complaint

  Date:16/08/2023

  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.

  I recently booked a flight to Toronto and attempted to cancel it within hours of booking. I tried phoning 3 times and was given the message of “too high of call volumes” and then they hang up each time. I wasn’t sent a confirmation number until I finally got ahold of someone, I asked to cancel my flight yet again as I have been doing since 3 hours after my flight. They are charging $84 plus tax for each way as well as only issuing travel credit. I have never seen such poor service from an airline. Most airlines have the policy or 24 hour cancellation. I’m the states this is in fact illegal but they try and make money from Canadians in any way they can. I am not willing to fly on an airline that does not even have the staff to reply to an email or phone call. I would feel unsafe. The fact that flake airlines is unwilling to work with customers on an issue like this considering it was hours after booking is ridiculous. When I asked to speak to management I was ignored and then only when I mentioned taking this further, did a member contact me- however, only email is provided as they won’t do the phone. I would like to be reimbursed for my cancelled flight as they purposely hide their policy for domestic flights and it is highly unfair to the consumer. The company is based on deception and lack of communication. I would like a full refund to my original payment. They are also saying that the “travel credit” is only good for 24 months- something paid in cash cannot have an expiry either.

  Business Response

  Date: 21/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 21/08/2023

  
  
  Complaint: 20477791
  
  
  
  I am rejecting this response because flair airlines has still not offered a refund and still only allows travel credit. I will NEVER travel with flair airlines and therefor DO NOT want a travel credit. This is the only airline that does not offer refunds within 24 hours of booking. I am not accepting this. I should not be forced into habit. A travel credit with I attempted to cancel within a few hours and have had nothing but terrible service from flair airlines. I would not feel safe travelling on this airline. 
  
  
  
  Sincerely,
  
  ******** ***
  

• Initial Complaint

  Date:15/08/2023

  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 Aug. 14, 2023, I attempted to board a Flair flight with my mother that was departing at 10:15 am from Toronto to Vancouver. As noted in the attached files, we paid $736.34 for the two one-way flights and obtained boarding passes to board the plane. We had no checked baggage and we only had carry on luggage.
  
  Even though we went through airport security and arrived at the boarding gate B3 at Pearson Airport at 10 am, the Flair employee denied us entry onto the plane, even though we clearly had 15 minutes left to board the plane. She said that the flight had left already even though the plane still clearly had not taken off and was still connected to the gate. She advised us that we should have arrived 20 minutes earlier.
  
  There was no one else waiting to board the plane, and even when the employee denied us entry, there was still easily ten minutes left. All we had to do was go through the gate and board the plane that was still connected.
  
  Flair did not give us the option for a full refund, such that we had to incur an additional cost to fly out the next day as well as arrange a hotel to stay overnight at the hotel because the new flight is departing so early.
  
  I am not looking to be compensated for the hotel, but I would like a full reimbursement of $736.34 for the two one-way tickets.

  Business Response

  Date: 15/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

   

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: 20468785
  
  
  
  I am rejecting this response because you misunderstand what happened

  I didn’t arrive 15 minutes before the flight at the initial check in desk with Flair. 
  

  I went through that desk and got my boarding pass two hours before my flight and immediately went through airport security. We arrived at our boarding gate B3 with fifteen minutes to spare and were denied access based on the excuse that the plane had already departed even though it was still connected to the gate.
  

  I hope this clarifies your understanding of the situation.

  
  Sincerely,
  
  
  
  **** ***

  Business Response

  Date: 16/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:13/08/2023

  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.

  There was an unknown booking in my cancelled flights section, there was no mention of the flight that I was booked for in my bookings. I attempted to contact customer support, it was closed. I was directed to chat, which proved to be useless. My flight was listed as canceled. I did not attend the airport, I was on able to reach anybody to get further advice. I spent seven hours on hold and stayed awake all night only to be blamed for the situation which occurred I spent the day in tears, completely distraught, and all customer service did was blame me for the situation even though I provided a very understandable explanation, and rather than just try to get me on another flight the customer service representative hung up in my face and cancelled my returning flight, leaving me with no reservation whatsoever. I was then tag teamed by a second manager, he treated me disparagingly he basically offer to credit me the cancellation fee, but I will never fly with the flare again. It was the most horrible experience I ever had in this business does not deserve to be in

  Business Response

  Date: 15/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: 20464508
  

  The flight number was *****  and please be sure to listen to the calls.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 22/08/2023

  Good day ***,

  We have reviewed this passenger complaint. See attached Flairs position,

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 24/08/2023

  
  
  Complaint: 20464508
  
  
  
  I am rejecting this response because:
  

  My vacation was completely called off and ruined.  I spent nine hours on the phone in the hopes of booking another flight and my explanation was completely ignored and my ticket was forfeited despite my explanation of there being a cancelled booking in my booking which I did not book at the same time etc.

  I was unable to reach anybody by phone at that hour and the chat bot was useless.  When I did speak to someone it was 9 am and they advised I missed my flight, made no attempt to get me on the correct flight.  The person advised my return flight was cancelled and they would waive the cancellation fee.  The flight booking was not cancelled.

  I would not a credit for both tickets for the full amount along with a voucher for the 12 hours of time I've wasted dealing with this issue

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

  Customer Answer

  Date: 25/08/2023

  Complaint: 20464508
  
  I am rejecting this response because:
  

  My vacation was completely called off and ruined.  I spent nine hours on the phone in the hopes of booking another flight and my explanation was completely ignored and my ticket was forfeited despite my explanation of there being a cancelled booking in my booking which I did not book at the same time etc.

  I was unable to reach anybody by phone at that hour and the chat bot was useless.  When I did speak to someone it was 9 am and they advised I missed my flight, made no attempt to get me on the correct flight.  The person advised my return flight was cancelled and they would waive the cancellation fee.  The flight booking was not cancelled.

  I would not a credit for both tickets for the full amount along with a voucher for the 12 hours of time I've wasted dealing with this issue

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

• Initial Complaint

  Date:12/08/2023

  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.

  My short flight returning home with Flair Airline on Aug 1st from YVR to YYC got canceled twice, 2 days in a row and accommodation was needed accordingly. However, on the second night, I was advised by the supervisor at the Flair airline customer services to book and pay for the hotel on my own expenses based on the fact that I will be reimbursed for it. After the receipt was sent to the compensation department for a total amount of C$296.72 CAD, my request was denied.
  
  
  For details: The accommodation and meal were provided for the first day Aug 1st. The second day, Aug 2nd I checked out from the hotel that the airline provided and headed to the airport as early as I could, hoping to be home according to the new schedule and had arranged for a family member to pick me up.
  Upon my arrival at the airline counter at YVR that early morning, I had learned that my re-scheduled flight for Aug 2nd was canceled AGAIN; and there were no more flights from YVR to YYC that day. Hence, my flight was then rebooked for the next day, Aug the 3rd. I was told by the agent at the airline counter to get in touch with customer services right away which I did. I was constantly on the phone with customer service, since 8 am. They were very helpful and tried hard to get me the voucher for the hotel for the second night stay but were unable to. After 7 hours of waiting in vain at YVR, I requested to talk to the supervisor at customer service, her name is *******, she was very caring and extremely helpful. I was instructed by her to go to the airline website myself, find and book the room from there and the airline will reimburse me for it !!! And that is exactly what I did! And now my request has been declined.

  Business Response

  Date: 14/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

   

  Customer Answer

  Date: 15/08/2023

  
  
  Complaint: 20460700
  
  
  
  I am rejecting this response because:

  
  In response to your email via *** complaint 20460700; below are the info as per your request: 
  ** ************* ******
  ********* ******* ************
  Inquiry/issue: To be reimbursed for the second night hotel at YVR in the total amount of C$296.72 CAD
  
  Sincerely, 
  ****** *****
  

  
  

   

  Business Response

  Date: 15/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: 20460700
  
  
  
  I am rejecting this response because:

  Dear Flair Airlines Regulatory Relations,

  
  In response to your email August 15th, via ***
  
  Attached please find a receipt for the hotel as per your request.
  
  Also, the information below was sent it to the support team yesterday 
  
  ** ************* ******
  ********* ******* ************
  Inquiry/issue. To be reimbursed for the second night hotel at YVR in the total amount of C$296.72 CAD
  
  
  Sincerely,
  ****** *****
  

  
  

   

  Customer Answer

  Date: 16/08/2023

  
  
  ate Sent: 8/16/2023 8:40:10 AM
  

  
  Complaint: 20460700
  
  I am rejecting this response because:

  Dear Flair Airlines Regulatory Relations,

  
  In response to your email August 15th, via ***
  
  Attached please find a receipt for the hotel as per your request.
  
  Also, the information below was sent it to the support team yesterday 
  
  ** ************* ******
  ********* ******* ************
  Inquiry/issue. To be reimbursed for the second night hotel at YVR in the total amount of C$296.72 CAD
  
  
  Sincerely,
  ****** *****

  Business Response

  Date: 18/08/2023

  Good day ***,

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

  Regards, 

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 21/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20460700, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:07/08/2023

  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 flew Flair on Dec 4, 2022. My YVR to LAX flight was delayed for over 4 hours and the airline was going to compensate me $125. They also gave me meal vouchers but it did not work at the concessionaires so I had to spend CAD$17.09 of my own money for a meal which they confirmed will also be reimbursed back to me.
  
  It has been 8 months and I have not gotten my compensation. I have been constantly emailing and calling and they said they will process the refund but nothing yet. I am very very angry at this point. Please help.
  
  ******** ******

  Business Response

  Date: 10/08/2023

   

  Good
  day ***, 

  We have reviewed this passenger's complaint. 

  Please
  see attached flairs position.

  regards,
  
  ******  
  regulatory
  relations
  Flair
  Airline
  

  Customer Answer

  Date: 10/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20434291, and find that this resolution is satisfactory to me.
  

  I have attached my meal receipt for reimbursement.

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

  Customer Answer

  Date: 16/08/2023

  Complaint ID: 20434291 Good morning! I wanted to say thank you for helping me with my complaint with Flair airlines. They sent me the compensation of $125 but they have not reimbursed me yet for my meal expense and I want to make sure that this does not get lost. I sent my receipt in my last reply and I wanted to make sure this was forwarded to Flair

  Business Response

  Date: 17/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 21/08/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20434291, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/08/2023

  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 am writing to express my extreme dissatisfaction and frustration regarding the handling of my refund request for reservation number ******. It has now been three months since my refund was supposed to be processed in May, and I am appalled by the lack of progress and communication from Flair Airlines.
  
  I have diligently followed the steps outlined by Flair's customer service representatives and contacted your company multiple times to address this issue. However, every time I reach out, I am provided with the same excuse of a "technical issue" that is allegedly preventing the refund from being processed. This excuse has been offered consistently over the past three months, and it is becoming increasingly clear that this situation is not being handled with the urgency and professionalism it deserves.
  
  I have also taken the initiative to verify the status of the refund with my bank, and they have confirmed that no refund has been received from Flair Airlines. This is a deeply concerning revelation, as it contradicts the information provided by your representatives, suggesting that the issue lies solely on Flair's end.
  
  I find it completely unacceptable that I have been waiting for three months to receive a refund that was promised to me in May. The lack of transparency, accountability, and timely resolution is beyond disappointing. Furthermore, I am increasingly skeptical about Flair's commitment to resolving this matter in a satisfactory manner.
  
  I want to make it clear that my patience is wearing thin, and I am prepared to escalate this issue further if necessary. If I do not receive a clear and actionable response within a reasonable timeframe, I will have no choice but to escalate this matter to the Canada Transportation Agency. It is regrettable that it has come to this point, but I feel I have been left with no other option given the lack of progress and accountability thus far.

  Business Response

  Date: 09/08/2023

   

  Good
  day ***, 

  We have reviewed this passenger's complaint.  

  Please
  see attached flairs position.

  regards,
  
  ******  
  regulatory
  relations
  Flair
  Airline
  

  Customer Answer

  Date: 09/08/2023

  
  
  Complaint: 20431238
  
  
  
  I am rejecting this response because:

  I just called *** again on Aug 9th 3.17pm. They confirmed there is no refund from flair since March to Aug. so there is no possibility that this refund back end to march. *** wants me to state this to Flair again and see their response. 
  

  thanks

  
  
  
  Sincerely,
  
  
  
  ****** **

  Business Response

  Date: 15/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:04/08/2023

  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.

  Details:
  1)On February 3, 2023, I booked a Toronto-Vancouver round-trip ticket on flair's official website,
  Reservation number: ******.
  2)Received an email from FLAIR on March 16, flight ******(Vancouver to Toronto) was cancelled,On March 17, I replied to the email for a full refund.
  Received a refund confirmation email on March 18, confirming that the refund amount is: $990.13.
  3)I can only book a flight with *** ****** and stay at a hotel near the airport for one night.
  4)Afterwards, I did not receive a refund, and then sent an email to FLAIR to inquire. FLAIR replied that the refund has been refunded on March 18, and asked me to confirm with the bank.
  5)After confirming with the bank, I sent the statement of the credit card used to book the flight, but there is no record of this refund.
  6)Flair's reply on May 2: on our end, the refund has already been processed.Please advise that there is a system communication error with some of our refunds in our payment system. Our finance team is trying to rectify the issue with the bank. The bank will refund everyone affected by that error.
  7)Flair‘s reply on June 5:Upon review, we found a technical glitch with our payment system and were able to fix the issue. As a result, our team is working to process refunds. The refund for your cancelled flight will be processed within the week.
  Now, I still haven't received my refund...

  Business Response

  Date: 08/08/2023

   

  Good
  day ***, 

  We have reviewed this passenger's complaint.  

  Please
  see attached flairs position.

  regards,
  
  ******  
  regulatory
  relations
  Flair
  Airline
  

  Customer Answer

  Date: 10/08/2023

  
  
  Complaint: 20425519
  
  
  
  I am rejecting this response because:
  

  1)Regarding the refund time: At least 5 times before, Flair sent emails to tell me that the refund was made on March 18.(Attached supporting documents:flair reply refound on March 18),But this reply changed the refund time to April 26,Why?

  2)I did not receive a refund.(Attached supporting documents:**** ************** *************** ************** *************** ************** ***********

  3)Flair misrepresents reasons for flight cancellations.The departure date of my canceled flight was March 17th not March 20th,March 17 was cloudy(Can query historical weather confirmation), and I stayed at Vancouver Airport for half a day, and other airlines took off and landed normally.  Flair's plane was impounded in March due to a commercial dispute, here is the news link:*****************************************************************************************************************

  4)   My appeal is not just a refund, but also the interest of the compensation funds, the accommodation fee and the air ticket difference caused by the cancellation of the flight.

  FLAIR should examine whether its business behavior complies with business norms!
  

  
  Sincerely,
  
  
  
  ** ****

  Business Response

  Date: 11/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 14/08/2023

  
  
  Complaint: 20425519
  
  
  
  I am rejecting this response because:

  I found this chargeback from my credit card statement of May, not March 18 as FLAIR said.

  FLAIR misrepresented the reason for the flight cancellation, they should:

  1)apologize for the unethical business practices;

  2)pay the accommodation fee due to the flight cancellation;

  3)pay the airfare difference caused by my rebooking the flight.

  I have already submitted the supporting documents.

  
  Sincerely,
  
  
  
  ** ****

  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: 20425519
  
  
  
  I am rejecting this response because:

  From the time I received the flight cancellation email until now, FLAIR has not truthfully stated the reason for the flight cancellation.
  I have given my Specific requirements, and I will not accept any vague promises until FLAIR gives a specific answer to my appeal.
  
  
  
  Sincerely,
  
  
  
  ** ****