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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.
    • 81 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:26/07/2023

      Type:Product Issues
      Status:
      Resolved
      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 December 21st me and my Girl friend has a Flight which was delayed for 5 hours then cancelled, We then went to stay at a hotel across the street, this was around midnight. after paying for the hotel i got a message 2 hours later that we had a hotel voucher. mildly infuriating since we just paid 250 dollars for that hotel. We then had it rebooked for 11 days later... with no where to stay so we said we want a refund. we spent over 300 dollars with a carry on and Flair said they can only compensate 125$ per person. Alright but then after 7 emails back and forth saying i want to get paid they kept saying we are working on it, clearly never worked on it cause now its been months and i still havent recieved any money from them. my name is **** **********, and want compensation.

      We sincerely apologize for the inconvenience the cancellation of Flight ***** has caused you and your family. I will however be more than happy to assist you with your request.

      The flight cancellation that impacted you was due to controllable reasons.

      Please be advised that you are only eligible for APPR compensation of an amount $125.00 per person on the reservation #5MDECW as you you took a refund for the flight ***** instead of the alternate travel arrangements . The total amount $250.00 will be sent to you via Online payment

      little bit rediculas that it has to come to this for anything to come of it but here we are.

      Business Response

      Date: 01/08/2023

       

      Good day ***, 

      We have reviewed this passenger's complaint.

      Please see attached flairs position.

      regards,

      ******  
      regulatory relations
      Flair Airline

      Customer Answer

      Date: 08/08/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20379817, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:26/07/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Worst airlines I have ever experienced so far. I travelled from Calgary to Vancouver with no issues. I did not pay for my carry-on, when I was returning back to Calgary from Vancouver I got asked to pay an additional $77.70 for my carry-on for no apparent reason. I had work the next day and needed to return home so I was forced to pay. I’ve travelled several times to Vancouver with the same exact bags and have not come across any issues. This time around was so complicated for no reason and caused me to become very frustrated and will never use this airline again nor recommend to anyone I know. I’d like to receive a refund or get a feedback from a representative as I feel this is not fair to a customer.

      Business Response

      Date: 26/07/2023

       

      Good day ***,

      We have reviewed this passenger's complaint. 

      Please see attached flairs position.

      regards,

      ******  
      regulatory relations
      Flair Airline

    • Initial Complaint

      Date:25/07/2023

      Type:Product Issues
      Status:
      Answered
      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.
      This airline delayed flights 5x and then canceled in the end. Promised passengers to eat and they will reimburse the expenses. But after sending the expenses, they denied because the employee said it was due to weather. But when we were at the airport, their staff said it was canceled due to shortage of staff and that we get reimbursed for waiting 10 hours at the airport. This airline has no credibility and very unethical. Regardless of the reason, they should feel bad for customers who waited 10 hours at the airport instead of trying to dispute reimbursing the customers for food. Is that even acceptable by federal law?

      Business Response

      Date: 25/07/2023

      Good day ***,    

      We have reviewed this passenger's complaint.  

      Please
      see attached flairs position.

      regards,

      regulatory
      relations

      Flair Airline

    • Initial Complaint

      Date:20/07/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flair airlines delayed my flight and I was owed compensation of $125 per passenger (two were travelling) as well as a full refund for the flight. They have admitted this via written email. have received the refund for the cancelled flight but have not received the $250 compensation. I have contacted them multiple times regarding this issue as they said I would receive the funds within 30 days. It’s now been over 60 days and I have resubmitted the claim multiple times with no return contact from flair. They continue to say my claim will be processed within 10 days but I have resubmitted 4 ties now with it being over double the amount of days they have previously told me. Communication with flair airlines has been difficult and they have been so far uncooperative with paying me the funds that are owed to me.

      Business Response

      Date: 21/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 21/07/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20351441, and find that this resolution is satisfactory to me.




      Sincerely,

      ***** ******

    • Initial Complaint

      Date:19/07/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 to Las Vegas with Flair. 1 week later, changed plans and decided to go elsewhere. Acknowledge the fee to change our reservation ($29 per person per flight = approximately $120 for 2 people roundtrip). This is perfectly fine.
      Found flights to Cancun, Mexico for a reasonable price (approximately $300 total round trip), so we proceeded through the website to change our trip from Las Vegas, to Mexico instead. However, the flight suddenly jumped in price to $300 per person ONE WAY. After calling customer service, we were told the base fare had jumped.
      When we search for this exact flight on Flair's website, the same price of $300 roundtrip is still there, however, when we search for this exact flight through our booking to change, the price is excessively more.
      Paying a fee to change a trip is fair, and we accept that. However, the problem is with the dishonest pricing for the exact same flight. A trip for 2 to Mexico, round trip which we originally believed would be approximately $600, is now going to cost an additional $400 to what we had previously paid because of this dishonest pricing tactic.

      Business Response

      Date: 20/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:18/07/2023

      Type:Product Issues
      Status:
      Resolved
      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.
      Filed a complaint on Flair about our delayed and canceled flight. As disruption claim however they responded and declined my request for compensation.
      Our booking number is ******. We supposed to fly on July 12, 2023 with flight no. ***** on 14:15 from YYZ to YXX but delayed twice 17:25 then 23:30 then finally cancellation. They give us hotel accommodations for one day then a new schedule July 14, 2023, unfortunately same situation happen again. They canceled the flight with no available flights the next day.(July 15, 2023.) Thats means we will be stuck for 3 days. So we decided to rebook to other airport YVR to desperately catch a flight home for our missed work and activities. At this time no hotel accomodation given despite requesting from the customer agent I spoke with. So we stayed in the airport for 16 hours. Our schedule flight is at 5:35 ( *****) again it is delayed to 6:45 then again delayed to 7:05 finally we boarded and return to YVR. So, we are delayed for 1 day and 17 hours from our original scheduled. Unfortunately they decline our request for compensation for the inconvenience, anxiety and disruption we suffer.

      Business Response

      Date: 18/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 18/07/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20336695, and find that this resolution is satisfactory to me.




      Sincerely,

      **** *****

    • Initial Complaint

      Date:17/07/2023

      Type:Order Issues
      Status:
      Answered
      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.
      Date of transaction - 17th of July 2023
      Refused to measure the personal item/bag and when it did fit in the designated measurements, forced me and some other customers (singled out) to pay an extra fee while threatening to not let us board otherwise.
      Promised that we would be speaking with a representative “after” making the charges, such a representative never arrived, counter agents said “we do not owe you and explanation, just pay or don’t board”

      Business Response

      Date: 17/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

    • Initial Complaint

      Date:14/07/2023

      Type:Product Issues
      Status:
      Answered
      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 Airline cancelled last minute of my flight that I reserved months ahead.
      The main issue is their compensation.
      They haven't given me the rest of my compensation and it has been over a year.
      Every time I emailed them to follow up, they always gave an excuse of high volume and wait for 1-2 weeks of processing time.
      I can't call their phone number because no one would pick up. I would not recommend Flair Airlines to anyone. From A to Z, everything with them is frustrating.
      In conclusion, I would like to receive the compensation that they legally have to pay for cancelling my flight. *** ******

      Business Response

      Date: 14/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:10/07/2023

      Type:Service or Repair 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.
      I flew with Flair Airlines on June 26th from Vancouver to Toronto. During this flight I checked in my child’s car seat. The agent at the check-in desk did not put a tag on the car seat and therefore, it did not arrive at our destination in Toronto. We filed a PIR right away, but since then Flair has just bounced us around and giving false information. At the airport, they gave us a phone number to call back after 24 hours, and the number is not assigned. When I follow up on the phone, they say they will call back, or email back, but nobody does. I have called back so many times requesting a reimbursement as my car seat was $800 plus tax. And till date this has not been resolved. They respond back with misinformation, such as damaged stroller, etc. and as a customer I find that highly unprofessional. Requested to speak with supervisor on Friday, and was told she will call me back after 30-60minutes. I waited till Monday, and no call back. I’m getting frustrated. I just need to be be reimbursed for my lost car seat.

      Business Response

      Date: 11/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 11/07/2023



      Complaint: 20299079



      I am rejecting this response because: the response does not provide any resolution, rather is seeking more information.

      My reservation number is ******. The PIR has been sent to the baggage team. You can access it there. 



      Sincerely,



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

      Business Response

      Date: 12/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 12/07/2023



      Complaint: 20299079



      I am rejecting this response because: no timeline provided. You cannot expect a client to wait indefinitely. Especially since the car seat is lost due to negligence by Flair Airlines representative who did not tag the car seat. 



      Sincerely,



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

    • Initial Complaint

      Date:09/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 airline lost my luggage and I have been reaching out via email and phone since November 2022 and months later I finally got in contact and am waiting to get compensation for my lost luggage. They are arguing that I missed my flight and I have the original flight booking and my arrival time from my filled out luggage form. Every time I try to talk to someone they say I need to email baggage and that I can’t contact finance department. I have over 60 emails to them and numerous phone calls with them saying someone will call me back and have only ever receive 2 call backs saying that they will have to let finance department contact me. They finally did to tell me that I missed this flight that I was on. I need the remainder of the compensation for the missing luggage. I am sick of reaching out multiple times a week with no response.

      Business Response

      Date: 10/07/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

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