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:04/08/2023

  Type:Service or Repair 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 used flair airlines to fly from Montreal to Alberta Canada round trip and originally the first flight was delayed by 2 days. This already caused a financial disturbance but after I spent my week in Alberta my returning flight was canceled without notifying me and I had to use a different airline to get home for work. I spoke with flair multiple times for a refund and they told me I would receive it in 7-10 days but possibly 30 depending on my bank. I’ve reached out multiple times since then and have contacted my bank with no refund. I just reached out yesterday and they said that the refund was sent and the refund was issued on June 17th. This has been a huge financial disturbance and I told them I want a full refund for how this was handled and they said their financial team would be reaching out and I haven’t never heard anything.

  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: 10/08/2023

  
  
  Complaint: 20421915
  
  
  
  I am rejecting this response because:

  so In the response it states that they refunded a ****** ****, I didn’t use a ****** **** to purchase the flights I used a **** card. So I am not sure who they refunded but it wasn’t me. I attached a photo from my partners refund from a purchase of his checked bag and that was a ****** ****. This refund was given immediately but the this refund is still non existent to the **** card.  

  
  
  
  Sincerely,
  
  
  
  **** ****

  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: 20421915
  
  
  
  I am rejecting this response because:

  I don’t really see any attachments from Flair saying that it was resolved on their end? Every time I have contacted anyone at Flair they always say the same thing and then nothing gets resolved, I feel like I’m being *******. The last time I spoke with them, which is in the previous attached documents, they said they had an issues with refunds and they were trying to resolve it but I don’t think that is true. how much longer it is going to take to give me my refund back? This is going on about for 2 months no refund should take that long ever.

  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 16/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: 20421915
  
  
  
  I am rejecting this response because:
  

  the attachment that was sent was empty, I just want to express that the files they sent previous are only ones that were used to pay for the checked bags and we only got one refund from that (which i sent a image of previously). The card to purchase the flights was a **** card not a **********. I’m not sure why they are sending documents that I paid with a ********** for the flights. I have a M&T bank debit card through **** that i used to purchase the flights. I’m not sure how many more times I need to express this. If you want to refund the ***** ******* card that was used to purchase the bags  for the flights refund you can do that if it will end this nightmare. 

  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:04/08/2023

  Type:Billing 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 dealt with Flair Airlines back in April of 2023 which resulted in an outright battle to get what I paid for. Although this was eventually settled through *********, the madness continues.
  
  I was just recently charged $21.02 by Flair for some kind of digital online service on my credit card. The big thing about this complaint is that, when I was dealing with ********* and Flair Airlines, I wasn't using this credit card !!
  
  These people have been nothing but trouble, and I urge everyone to stay away from them ... completely !!

  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

• Initial Complaint

  Date:03/08/2023

  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.

  Ill keep this short as possible. I booked a flight threw ****** *** and it was cancelled by my back as they thought is was fraud. By the time my bank had flagged it and cancelled the payment, FLAIR airlines had processed my luggage fee. When I awoke this morning to find out that everything had been cancelled, I checked to see my account was all square and it was not. There was a charge of 198$ for luggage. When I called the Customer support, they told me it was because I had cancelled the trip (which I had not), and blamed ****** ***. So I called those guys... And they told me that it has everything to do with FLAIR. So I called my bank to clarify the sequence of events. They alerted me that FLAIR had processed the payment at 9:03 pm. The tickets were flagged and cancelled at 9:20 Pm. So I called FLAIR customer service back and asked to speak with a manager to try and resolve the issue. I explained to them what was going on and they were un willing to help. SHE( who ever the clerk was) exclaimed that its policy and that there are no managers available. I said I would wait until they were so she hung up on me. I then went online and talked to online agent who was also unable to help me and used the same lines as the other useless clerk. I did get them to call me back and I spoke with a manager who was also unwilling to help me out and exclaimed that its was my fault and said there is nothing they can do.
  If it happens to me, it must happen to other people.
  The Gentleman's name that was given to me as the Manager was ****(not his real name as I know he was Phillipino due to his accent.)
  I have flagged everything with my bank and I am getting my money back from them, and not FLAIR.

  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

• Initial Complaint

  Date:31/07/2023

  Type:Billing 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 booked return ticket from saskatoon to Toronto for 4 passengers. While booking I entered all required payment details, still booking was not confirmed and payment was not taken by flair, now the booking is canceled, if I have to book again it has gone up.pls note it's not my fault that payment was not taken by you, and booking was expired, booking was on July 24th. Pl confirm the same reservation and send payment link

  Business Response

  Date: 03/08/2023

  Good day ***,   

  We have reviewed this passenger's complaint.  

  Please see attached flairs position.

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

• Initial Complaint

  Date:31/07/2023

  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.

  I was sexually harassed by another passenger on a overnight flight. I had fallen asleep and woke up to man next to me rubbing my leg, another woman passenger next to me witnessed this and I have her contact information as well. I told 2 attendants on the flight they just replied " oh okay " did not offer resolution nor take me to file complaint or give any assistance on where to go with this issue. I then went on the airlines site and chatted with an agent and was told" sorry for the inconvenience this caused me" and to contact the airport for support. I am still awaiting for support from the calgary airport however I am appalled by the lack of support from Flair airlines on this matter, They did not take my complaint seriously nor my safety.

  Business Response

  Date: 03/08/2023

   

  Good day ***,   

  We have reviewed this passenger's complaint. 

  Please see attached flairs position.

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

  Customer Answer

  Date: 03/08/2023

  
  
  Complaint: 20401353
  
  
  
  I am rejecting this response because:
  
  I feel I should be offered more than an apology about what happened at very least refund considering my safety was not taken seriously and still isn’t. 
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  Date:31/07/2023

  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.

  Said I smelled bad and came from Goa. Said I'm a bad man and took government money! PGT and Pwd were involved and the money from ****** *** was stolen by me! Said I was a crook. Backed up by ***** ****** and ***** ******. Flight Attendants! Not a happy camper . Was with YVR airside Escort Program. Securiguard and Concord Security Waterfront. Said I had no teeth! Defecting to Australia and India and Uganda! Pilots mentioned my name!

  Business Response

  Date: 04/08/2023

   

  Good
  day ***, 

  We have reviewed this passenger's complaint. 

  Please
  see attached flairs position.

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

• Initial Complaint

  Date:31/07/2023

  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 have bought a flight ticket for the dates of 26 and 27 of July 2023, from Edmonton to Saint John, with the connection in Toronto. My initial flight from Edmonton to Toronto was delayed because of maintenance, so I missed my connection because of that. Normally, with any other flight company they are taking the full responsibility, and will help you to get to your final destination. Flair on the other hand apparently did not go with a proper procedure, and they did not notify anyone about the delay, so it looked like their flight was on time, even though that flight arrived at the airport 2 hours later, and they had to delay the flight back for 2 hours. So I tried to seek help from them, because it was their fault. But the only thing I received is accusations that I am a liar, and they do not see that my flight was delayed, so it was my fault I could not make that flight. I have tried contacting everyone in that company, but they just trying to blame me. One of the replies was that I have to be in the airport two hours before flight, so they are not even trying to listen to what is going on really. I do not live in Toronto, but I got stranded there without any help. Even more, they tried to convince me that it was my fault which is ridiculous.
  
  I am hoping that you can help me somehow. If there is any way I can do anything legally I would like to know. Thank you so much for reading this. Hopefully you can help

  Business Response

  Date: 02/08/2023

   

  Good day ***,

  We have reviewed this passenger's complaint.  

  Please see attached flairs position.

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

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: 20399126
  
  
  
  I am rejecting this response because:

  Here you go, screenshots of your flights, one that I took, and one that had to depart after our arrival back. Because the arrival was not at that time even, it was at 7:15, we were standing near the gate for a long time waiting for the ground team. You are liars and you making me feel stupid? I am more than aware on the difference of the timeline, that is ignorant to assume that a person is not aware of that. I feel incredibly offended by what you are saying. Wow. If I am from Ukraine that is making me automatically a dumb person? I am feeling like this is starting to get to a lawsuit against your company, just for that assumption. Not to say you are accusing me of lying. Please see attached screenshots, and stop doing what you are doing. I am not a liar. Sort it out. I will be contacting a lawyer about this definitely now.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 07/08/2023

   

  Good
  day ***, 

  We have reviewed this passenger's complaint.  

  Please
  see attached flairs position.

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

   

• Initial Complaint

  Date:30/07/2023

  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.

  We got to Pearson airport 2 hours before our scheduled flight to Halifax. We can overhear the agents saying there’s not enough people at the counter. We’ve asked numerous times if they can help us out because we received notification that our flight is boarding and yet we’re still waiting in line. Sure enough, they called all passengers to Halifax 10 mins before departure time. After he checked us in, he told us our flight is departing and our luggage won’t make it. When I complained, I was simply told there’s nothing he can do. I waited at the airport and I can see the agents and Supervisor happily chatting while myself and my family who are paying customers were not being assisted. After numerous attempts and my daughter calling customer service directly did we finally get to be revoked. The whole experience is very upsetting. No customer service at all. No apologies from the agents or Supervisor and instead we were given attitude.

  Business Response

  Date: 02/08/2023

   

  Good day ***,

  We have reviewed this passenger's complaint. 

  Please see attached flairs position

  regards,
  
  Adeola  
  regulatory relations
  Flair Airline
  

• Initial Complaint

  Date:30/07/2023

  Type:Service or Repair 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.

  The following is a summary email I sent to flair:
  
  I am emailing you regarding a flight that I was forced to miss due to extreme slow speeds and understaffing of the bag check in desk.
  
  I arrived at the airport at 4:22am , 2.5 hours earlier than my scheduled 6:55 flight. According to your website, arriving 2 hours before a domestic flight should be more than sufficient to get on the plane on time. I waited in line to drop off my checked luggage until 6:38, when they took my bag but my friend who was directly after me in line was denied dropping his bag. There were over 20 people in line trying to get to Halifax but as we waited, your staff kept calling other flights to cut in front of us in line. If that has not been the case, I believe we could have sprinted and made it to the plane on time. After speaking to both the agent at the gate and at the counter outside of security, I was told that they couldn’t do anything and it was up to me to find my way to Halifax. After reading my air passenger rights , I realized that it was Flairs responsibility to book me on the next flight (“ The airline must rebook the passenger on the next available flight operated by them or an airline with which they have a commercial agreement.” ) Since no one from the airline at the counter would rebook me AND there was no answer when I called the contact Center, I took it upon myself to book the ticket as it is the same ticket Flair would have had to book me on anyway. This flight however, was almost $500 per person, 5x the price of my original one way flight. I am expecting a refund for my new flight booked, as flair would have discounted that flight to $0, due to an airline-caused delay.
  
  Names:
  ******** ******
  ****** ******
  ******** ****** ******** * ****** ******
   
  Replacement flight booking:
  ******
  
  The replacement flight I paid for was $918.14 - I am fine paying for my original flight but the addition $918 should be refunded
  
  Flair admitted it was their fault and offered $140

  Business Response

  Date: 03/08/2023

   

  Good day ***,   

  We have reviewed this passenger's complaint.

  Please see attached flairs position.

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

  Customer Answer

  Date: 16/08/2023

  Hello, I wanted to say thanks so much for helping me get my refund for Complaint ID: 20396499. I've now received the $176.97 and $575.50 but have not yet received the $165.67 on reservation ******. I have waited the 7 business days but nothing has shown up on my credit card. I am not sure how to contact flair to figure out the refund so I am hoping you can help. Thanks! **** ******

  Business Response

  Date: 16/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 17/08/2023

  
  
  Complaint: 20396499
  
  
  
  I am rejecting this response because: I am unable to open the PDF File attached in the last response and have still not received my credit card refund
  
  
  
  Sincerely,
  
  
  
  ******** ******

  Business Response

  Date: 30/08/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 01/09/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20396499, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:27/07/2023

  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 booked my husband and I on a flair flight to Vancouver 2021 and then realized we wanted to fly directly to Vancouver island. When I realized it flair only offered a credit for 2 years. This November my credit remaining of $264 expires and my money is gone. I know I will not have the opportunity to use the credit during this time so called and requested an extension. I was told no. When I asked to speak to a supervisor I was told no as the answer is the same. Why is it they can take my money and I get no service in return. I just booked my husband on a flair flight today. We still use the airlines however I travel less than my husband and it was covid so have been unable to use the credit.

  Business Response

  Date: 31/07/2023

   

  Good day ***,

  We have reviewed this passenger's complaint.  

  Please see attached flairs position.

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

  Customer Answer

  Date: 01/08/2023

  
  
  Complaint: 20387285
  
  
  
  I am rejecting this response because it is criminal that a company, policy or not, takes money from a consumer without providing a service.
  
  Sincerely,
  
  *** *****
  

  Business Response

  Date: 04/08/2023

   

  Good day ***, 

  We have reviewed this passenger's complaint.

  Please see attached flairs position.

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