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:19/06/2023

  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 with Flair Airlines on January 14 2023 from Winnipeg to Toronto. The gate agent put the wrong person's tag on one of our suitcases. Upon arriving in Toronto we realized the mistake and immediately went to the desk and filled out a PIR. Since then, Flair has been extremely unresponsive. They tell us they are working on our file but it has been over 6 months now and they will not tell us the status of our request for reimbursement. They have told us most recently they are overwhelmed with large volumes of requests, however they have also cited "system glitches" and lost emails for why they have not yet reimbursed us. They never responded that they received any of the information that we have sent them regarding our lost bag and at one point they sent an email saying we hadn't filled out a PIR (which we had, and have repeatedly emailed them copies of) so we could forfeit our right to reimbursement.
  
  It has been over 6 months since we flew with Flair. The bag was lost due to a careless mistake and they are being uncommunicative and refuse to share information or updates with us. The bag, it should be noted, was filled among other things with Christmas gifts from our Canadian family to our 5 year old son. There were numerous items of sentimental value. I am seeking the full reimbursement amount AND a refund of baggage fees. I also note Flair refuses to acknowledge the amount we have requested in reimbursement, nor have they asked for any actual information on our bag beyond what we initially sent them.
  
  The reservation number is ******. The flight was booked by my husband (***** *****) and we travelled with our young son.

  Business Response

  Date: 20/06/2023

  Good day ***,

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

  Regards,

  Flair Airlines

  Customer Answer

  Date: 21/06/2023

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20204418. I accept the response in that it finally provides confirmation that we are entitled to the full reimbursement, however the timeline in the reply is vague. 15-30 days from the time of the message? Please take into account that I have heard this same timeline numerous times over the months I have been dealing with Flair.
  
  
  
  Sincerely,
  
  ********* **********
  

• Initial Complaint

  Date:17/06/2023

  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.

  We purchased flight tickets from Toronto to New York in August.
  We had to cancel it due to my health issue, which will not let me use a plane. Therefore, we will have to travel by car.
  Cancelation went through with a charge, which we don’t have any issues with. But, they did not refund it to original method of payment rather then issues a credit which will be available until 2025.
  I ask only to refund the funds back to original method of payment, as we will need the money regardless.

  Business Response

  Date: 19/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: 20200149
  
  
  
  I am rejecting this response because: I need any available funds to be credited back to original method of payment. I know that an exception can be made to satisfaction & customer retention. 
  
  
  
  Sincerely,
  
  ********* ***********
  

• Initial Complaint

  Date:14/06/2023

  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 June 12, 2023 I booked a flight for a friend to come visit. The ticket cost $158. After I hit submit I realized the first name was spelt incorrectly and I immediately tried to use their "bot" chat system to correct it. To make the name change the charge was $207. I called the company to ask if I could change it and they told me the only way was to pay the fee. I said what about if I cancel and rebook and they told me I would not be refunded for the flight. I had to cancel the flight because it was cheaper which after their cancelation fees left a $34 credit. I then could not use the credit because it required me to book using the same name that was initially wrong. So I got refunded zero dollar all of this happening within an hour of booking the flight I lost all my money.

  Business Response

  Date: 15/06/2023

  Good day ***,
  
  We have reviewed this passengers complaint. See attached Flairs position.
  
  Regards,
  Regulatory Relations
  Flair Airlines

• Initial Complaint

  Date:14/06/2023

  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 booked a flight in February 2023 for my parents. March 24, 2023 Flair cancelled the flight and sent us an email on April 3, 2023 to advise of the cancelled flight. I requested a refund as there were no other options to fly this same route in the time frame we wanted. They have told us NUMEROUS times that the refund is being requested. On May 10, 2023 they ASSURED us we would have the funds within 7-10 days, and even sent a "receipt" showing they refunded the money to **********. WE HAVE NOT RECEIVED THE MONEY ! I have spent HOURS on emails and phone calls only to get NOWHERE. Again for the last 2 days I have spent time requesting escalation manager call backs only to be told that there is nothing they can do except "follow up" again with their finance dept - who you aren't able to talk to. At this point, they are illegally holding our funds ! They owe us $580 and have owed it since March 24, 2023 when FLAIR cancelled the flight. I want our refund back AND at this point, there should be compensation due to me for all of this fighting to get MY money back. This is ridiculous. Besides suing them privately in court, what options do we have to be compensated for this stressful attempt to get refunded for a service that the airline didn't provide !

  Business Response

  Date: 14/06/2023

  Good day ***,
  
  We have reviewed this passengers complaint. See attached Flairs position.
  
  Regards,
  Regulatory Relations
  Flair Airlines

• Initial Complaint

  Date:12/06/2023

  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 had booked a return flight from Vancouver to Toronto in May 2023 to attend an important family event. The onward flight was delayed by a day over 15 hours and I could not attend the event. I went ahead and canceled the both the flight and asked for refund. They cancelled the flight and issued refund and I received the refund for onward portion of flight within reasonable amount of time but remaining return portion of flight had not been received yet, whenever I contact them they just send a boilerplate response that it has been issued and will take 30 calendar days, I had written to them, filed online request numerous times and called couple of times, same responses. It has been over 65 calendar days and I have not yet received the reminder of my refund. The customer service seems to be located overseas and they just send the same response all the time and it seems it is very difficult to reach their supervisor. It has been a really frustrating experience and I will never book a flight with them, period and urge all to avoid this airline all together!

  Business Response

  Date: 13/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 18/06/2023

  
  
  Complaint: 20177875
  
  
  
  I am rejecting this response because: the refund has not been received as of today, despite of repeated requests.
  
  
  
  Sincerely,
  
  ***** ********
  

  Business Response

  Date: 19/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 19/06/2023

  
  
  Complaint: 20177875
  
  
  
  I am rejecting this response because: they are sending the same boiler plate response repeatedly but no refund yet. It has been over 70 days not only 30 days. 
  
  
  
  Sincerely,
  
  ***** ********
  

• Initial Complaint

  Date:11/06/2023

  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.

  We booked a flight on june 7th 2023 that flight was an hour and half late leaving that wasnt awful but the return flight we booked 4 months ago , Because we are Seniors (70 years old) we booked a 3:45pm return flight.Flair changed it to 11:45 in the evening , in Vancouver we will have issues getting home.We will never take flair again , it is to unorganized ,
  I did e mail flair a month ago to voice my displeasure , I was told there was no other flights , I asked them to change the day and I never heard from them again. ******* ****** ****** ***** ***** ******* *** ******* **** *** *** 

  Business Response

  Date: 12/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:10/06/2023

  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.

  We were not able to check in online, because their website was telling us the reservation number does not exist, and we have to check in at the counter! When we arrived at the airport, they refused to check us in, apparently we HAD to check in online, even if we were willing to pay the crazy fee for printing the boarding pass! And when I contacted their customer support, they said that we had to call them! And we should just know that! Nothing on their website or their error message was telling anything about contacting them! They didn't offered a replacement ticket, any credit or any other solution to the problem caused by the issue on their website! We had to book another flight with another airline just because flair website was not working.

  Business Response

  Date: 12/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: 20170241
  
  
  
  I am rejecting this response because:

  There is no solution in the response. The requested booking number is: ******
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 15/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:10/06/2023

  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 booked the ticket online through a 3rd party from Vancouver to Calgary. Per my booking I booked my return on May 31st via flight ** *** which was scheduled for departure at 8.25PM (see image 1). ************ ****** ******* After booking I had confirmed with Flair and it was showing correct times that I had booked i.e. return on May 31st at 8:25PM.
  
  When I logged into the site to checkin around 11:30 AM on May 31st I noticed that system showed that my flight was ** *** departing at 1:45PM (see image 2). I started to chat with a Flair agent and tried to explain the whole situation and kept on requesting them to fix the error and check me in for the 8.25PM flight. They kept on telling me to go to the airport and I kept on saying I could not be there as I was far away. I called that number and explained the whole thing. The agent told me if I must go on the 8:25PM flight then I must pay the change fee and fare difference. Even after that they did not list, and I had to pay CAD$355.XX to get my flight changed for no fault of mine.
  
  I spoke with the agent at the counter. I spoke with **** (*** *****) and ****** ****** ** * *********. I explained to them the whole situation and asked if they could fix and refund it. They said I should talk to customer service who will understand the situation and help me with the refund. While doing this I noted that the screen you had on the counter showing flight number and time had an error. My flight # per the revised ticket ** *** at 6:25PM while your screen showed ** *** at 6:25PM but the boarding pass showed me an incorrect flight number, it showed me ** *** (see image 4). This does prove that there was an error on your system which moved my flight from 8:25 PM which I originally booked to 1:45PM flight which I never picked.
  
  I have been following up with but no one is helping. I want them to process my refund (USD$263.18). The latest email was on 08JUNE2023 and the first email was on 02JUNE2023.

  Business Response

  Date: 16/06/2023

  Good day ***,
  
  We have reviewed this passengers complaint. See attached Flairs position.
  
  Regards,
  Regulatory Relations
  Flair Airlines

  Customer Answer

  Date: 16/06/2023

  
  
  Complaint: 20169867
  
  
  
  I am rejecting this response because:

  As i had mentioned in my original complaint that i booked the right flight. I even shared the confirmation showing the flight number and the time. The flight i booked was at 08:25PM. Flair changed the time to 01:25 without my knowledge. I had to fly out at 08:25pm time hence they made me pay tp change the time which was their mistake. I even submitted proof that it was their mistake. I shared their screen at the airport showing the error. See the file again, i have attached it here as well. it has all pictures. Flairs response is that they charge for change fee I understand that but they are not taking any responsibility of their error. If they would have taken the complaint seriously they would have read the message i sent with all pictures and talked to the 2 flair agents i spoke at Calgary airport. Even they understood and agreed that it was an error on flair side and they assured me that flair is very good and they will definitely look into it for refund.

  I would like to talk to you that might make it easy to explain vs emails. ** ****** ** ************* If you call and i don't answer then try calling again as sometime i may be away from the phone briefly. I hope you will review and take necessary action to get me my refund.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 21/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

   

  Customer Answer

  Date: 28/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20169867, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/06/2023

  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.

  Hello,
  
  This occurrence happened on June 2, 2023 flight F8123 from Montreal to Edmonton. I arrived approximately 2 hours prior to departure as recommended by the airline, then waited nearly an hour and a half in line to check in. Once checked in I immediately proceeded to the oversized drop-off as my bag had tools inside and this is the proper procedure. Then boarded the plane around 23:30 (a 40min delay).
  On arrival in Edmonton, it appeared that my bag had not arrived. I filed a property irregularity report #***** and continued on to work waiting for news.
  On Monday the 5th, I boarded a flight to return to Montreal (*******) and approached the Flair desk to inquire about my bag. An agent there informed me that it was being held in Montreal and that I could go pick it up on my arrival.
  On arrival in Montreal, I waited an hour for the Flair agents to be at the check-in counter and asked about my bag. The agent did not know about the bag and informed me he would check in with the baggage department after the flight he was working boarded.
  I never received a response and on reaching out I was told they were working on it. I have sent several e-mails to ******************** Monday, Tuesday, and Wednesday and never hear a response as to where my bag was located. I have called the customer service number several times and they have informed me each time that they are working on it. The customer service department has also refused to have me speak with a supervisor and the baggage department is e-mail-only contact.
  I find it very stressful, upsetting, and unprofessional that my baggage would not be delivered at the destination with no follow-up from the airline.
  This bag has a set of clothing (approx 1000$) Tools (approx 2000$) plus the bag, a cribbage board, and some personal effects.
  I would like immediate action from the company or for them to pay for my property losses, time loss, and emotional expenditures.

  Business Response

  Date: 13/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 18/06/2023

  
  
  Complaint: 20161495
  
  
  
  I am rejecting this response because: The tools required to carry out my profession are in the luggage, there has been no detailed follow up on what is being done to locate my luggage and no response has been received in regards to the clothing receipts submitted to replace my clothing while I wait for the return of my luggage.
  
  
  
  Sincerely,
  
  ***** *******
  

• Initial Complaint

  Date:07/06/2023

  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.

  On April 4, 2023, I was sent an email from Flair airlines notifying me that my flight from YEG to LAS was cancelled. In the email, it stated that they could process a full refund for the affected flight. On April 14, 2023, I reached out to Flair airlines as a refund was not yet processed or back in my bank account. Since that date, I have been communicating tirelessly with different individuals from Flair airlines who claim that a refund of $436.02 was processed. Please refer to emails for this communication. I have examined my bank statements and no refunds have been located from Flair. With each email, I was presented with different timelines as to when I should expect my refund. Two months have since elapsed and the situation remains the same. No refund has been issued back into my account. I have also called Flair's customer service line twice during this period with no effect. My aunt, who booked two tickets for the same flight, is experiencing the same issue as I am. No refund of compensation whatsoever. To sum it all up, I am looking to receive the compensation that I am entitled to as the flight was cancelled by the airline and not on my own accord.

  Business Response

  Date: 08/06/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 09/06/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20158560, and find that this resolution is satisfactory to me, however, when exactly will I receive this refund? I require a specific date. Their response is far too vague. 
  
  
  
  Sincerely,
  
  
  ***