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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

    • 573 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:07/06/2023

      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.
      I flew from Victoria to Calgary on June 1st. I purchased a carry on bag that says $60. When I clicked checkout an e mail confirmation came to me confirming a charge of $102.90 (picture attached) and when I e mailed Flair they tell me they can not process the reimbursement.
      At the airport I made sure I stated I did not carry any bags with me to make sure I wasn't going to be charged and eligible for reimbursement and the lady at the front desk said she was going to save a note. Now, after several calls, Flair has asked me to e mail proof of the charges and proof of the e mail but they always find an answer not to reimburse the total amount. $102.90

      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:06/06/2023

      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.
      I have been scammed on multiple levels, by Flair Airlines. First, I was lied into booking a flight ticket: I was told by a Flair employee over live chat, that I could change the location from Calgary to Montreal and I could change it for a fee, after I confirmed the booking. Great. After I booked and needed to change to Montreal, I was told this is not possible and I would have to cancel (also on live chat). And of course pay a cancellation fee to do so, the rest would be refunded. I then cancelled the flight and got the notification that I would get credit. After contacting I was advised I will not get any refund (also on live chat). When I found this information on live chat and I tried to call the number, I was not able to get through even though this was between the ''opening hours''.
      I have asked multiple times for a manager/supervisor and I literally get told no. I emailed multiple times to dispute the cancellation fee and this got ignored as well.
      I don't need an apology, I just want my refund. And I want to rate them -5 stars. Horrible horrible horrible!
      I will be moving to Montreal soon so the phone number will be inactive not knowing when or what the new number is, so please contact via email instead.

      Business Response

      Date: 14/06/2023

      Good day ***,

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

      Regards,
      Regulatory Relations
      Flair Airlines

      Customer Answer

      Date: 15/06/2023



      Complaint: 20153835



      I am rejecting this response because: 

      I did not voluntairy cancel the flights.
      I was lied into purchasing services that are not offered: flights between Montreal and Toronto. 
      I was then misinformed by multiple employees which caused me to lose more money. 

      I received an email (see attached) that they did not read my actual complaint. None of the facts described in this email are accurate.

      This email also says they don't offer a credit or travel voucher at this point so I am unable to book on the website - I cannot transfer these tickets to someone else so I can get my money back. This was of course never mentioned by the same person who said I would only pay a cancellation refund and get the rest refunded in original form of payment.

      I want a full refund. Lying that a route is offered to make someone purchase tickets is illegal. 

      I will not let this go until I get a full refund. 
      The airline needs to take responsibility for their mistakes.



      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: 20/06/2023



      Complaint: 20153835



      I am rejecting this response because:

      They do not read my complaint. They copy paste the same every time.

      I was lied to buying a ticket saying it could be changed to Montreal (they did not offer this route but that is not what they told me).

      Then a second person told me I could change for a fee.

      Then a third person told me it cannot be changed but it can be cancelled and I will get a full refund minus the cancellation fee.

      I will not rest until I get my full refund.




      Sincerely,

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

    • Initial Complaint

      Date:05/06/2023

      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.
      My luggage and wife’s luggage was lost by flair airlines last January or 5 months ago I bought insurance to cover lost luggage I was told by mto they owe you 2300 for each bag lost we had three after hundreds of email they said they refund 1100 no explanation which is not even close to what they owe us they also lost my cpap machine and truck keys and we had to rent a vechicle to get home and rent a cpap machine I have sent hundreds of email s from December until now I also wrote them a letter which mto recommended I sent all paperwork to flair including flight and insurance everything my partner *** ******* was on flight with me I have all the files for paperwork in er mails so couldn’t upload to you but they owe us 6900 and that’s without the truck rental and lost 1200 dollar machine so offering 1100 is a slap in the face can you please help me get our full refund we really need it back now

      Business Response

      Date: 14/06/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 19/06/2023



      Complaint: 20148267



      I am rejecting this response because:

      You have already recieved the bag tag information or would not of sent 1100 so let’s not waste more of my time it’s 5 months and *** is contacting you as well so please stop stalling I had full insurance and still have all paperwork

      Also why would I have bag tags when you lost our luggage I sent the actual flight info which has all the info on it and that’s why you sent 1100 that’s refund for half a bag you actually owe us 6900 that’s 2300 a bag so you still owe us 5800 and that does not even count my lost medical cpap device and our 450.00 key fob for our truck 800 for truck rental so please send the balance asap please it’s beenn5 months I want my refund asap 

      Would you be sending the balance owing this week as we need to our money back you started earlier with 1100 which is refund for half a bag we had 3 bags fully insured you have all paperwork *** is in contact with you please send the balance owing as 5 months is too long





      Sincerely,

      *** *******

    • Initial Complaint

      Date:02/06/2023

      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.
      My complaint is related to baggage . As I travelled by flair airlines on 21st march-to Calgary and then to halifax by other flight. I checked in my baggage from YVR airport by flair airlines. But haven’t received it till today. I am an international student suffering with out her stuff and documents as they all were in that bag . But flairs are not responding.

      Business Response

      Date: 05/06/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:02/06/2023

      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.
      Hello,

      I had originally booked a flight with Flair Airlines for for my partner and I June 29th- July 4th from Ottawa to Calgary. The total amount I spent was $882. Due to an emergency, me and my partner have to be in Calgary a week before our original flight. We had called Flair in order to get this situation solved, however we were on the phone with Flair support for hours but their support team was extremely unhelpful, as they kept promising us credit, giving us random numbers, promising us a certain amount of credit, then proceeding to give less. When I had tried to cancel the flight on the website myself, it had said it was giving me a $500 credit, however when I called, they had promised me $700-720 in flight credit, however it was only $640. I had asked to speak to a supervisor about the situation and they had apologized and told me they will give me $700 flight credit. However when I called back a couple days later, they had told me there is nothing we can do about it, it will remain $640. I feel ******* and they had thought I was naive and feel extremely disrespected. They had promised me a certain amount only to get me off the phone and now they are not holding up to their promise. I would like a refund. I understand there are cancellation fees, and I accept responsibility as that is my emergency. However this company has put me a at a big loss and I would rather take my business else where. In the midst of trying to solve this issue the Flair, they are not refusing to let me speak to a manager. I will be attaching my proof of purchase, my cancelled flight itinerary.

      Business Response

      Date: 05/06/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 05/06/2023



      Complaint: 20136986



      I am rejecting this response because: In Flair's response, all they have done is restate their cancellation policy and an apology. What does that do for me? Your employees falsely promised me travel credit that I did not receive and did not let me speak to a manager when I wanted and were completely unresponsive.  


      Sincerely,



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

      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:01/06/2023

      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.
      I booked a return trip for this summer to Fort Lauderdale on Feb 5th, 2023 with reservation *******. Without any notification from Flair, I discovered on March 25th, 2023 that my entire trip was cancelled and that Flair had cancelled all flights between Ottawa and Fort Lauderdale for July and August. I requested a full refund on the same day and was promised that a refund will appear on my credit cards within 14 days. That did not happen and after multiple inquiries, Flair notified me on May 4th, 2023 that there was a system communication error with some of their refunds and that their finance team was trying to rectify the problem. It is now June 1st, 2023 and Flair has still not provided me with my full refund and they also were not able to provide me with a timeline of when the issue with their finance department will be fixed.

      Business Response

      Date: 02/06/2023

      Good day ***,

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

      Regards,

      Regulatory Relations 

      Flair Airlines

    • Initial Complaint

      Date:26/05/2023

      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.
      My filght was going to depart Abbotsford on Aug 23 / 21 but flair airlines canceled put me on a filght that depart on Aug 25/21. In late Summit a Compensation request. In June of 2022 they Knowledge they own me 500 dollers under federal regulations for filght. They did not pay me yet. I also Summit a complaint with Canadian Transportation Agency.

      Business Response

      Date: 26/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 26/05/2023



      Complaint: 20107626



      I am rejecting this response because: Flair Airlines had stated in reply that it will take 30 day to receive the payment. Flair have said that before I did not receive it. I would like to reject or accept after the 30 days 



      Sincerely,



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

      Business Response

      Date: 29/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 29/05/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20107626, and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:25/05/2023

      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.
      I was scheduled to depart from LAX to YVR on F81889, which experienced a significant delay of more than 24 hours and ultimately led to cancellation.
      The airline claims to have notified me of the delay through an email sent 14 days prior to the scheduled flight. However, I would like to emphasize that despite regularly receiving marketing emails from the airline, I did not receive any notification regarding the flight delay. Additionally, I did not receive any text messages or other forms of communication informing me about the delay.
      As a result of the unforeseen delay, I had to make the decision to rebook another flight to ensure that I could attend an important event on the scheduled day.

      Business Response

      Date: 26/05/2023

      Good day ***,

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

      Regards,
      Regulatory Relations
      Flair Airlines

    • Initial Complaint

      Date:23/05/2023

      Type:Product 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.
      Paid 422.30 to flair airlines for a 3:15pm flight (Reservation: MMWE34) on May 23, 2023. Bought this flight on my account. They would not accept my mom for travel as her photo ID expired yesterday. Was told at the desk that there are no refunds and to not try.
      Ended up getting her a ticket on ******* for the same day which she was able to get a boarding ticket for.
      Called flair customer service and was told that I could not get a refund as my mother had to call, but she is old and not good with phones and still at the airport awaiting her flight. I got no help at all with my situation by flair and definitely not left with a good feeling and impression of this company at all.

      Business Response

      Date: 24/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 24/05/2023



      Complaint: 20097398



      I am rejecting this response because:

      Even though her photo ID was one day expired, She did have her government issued medical card and birth certificate on hand. Those 2 items should have been enough but it was not. both are government issued and VALID pieces of ID. She was still able to fly on *******. The receptionist was extremely rude saying don't even try and get a refund and that Flair airlines makes up their own rules!

      This experience with Flair airlines has been very disappointing.




      Sincerely,



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

      Business Response

      Date: 29/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

       

      Customer Answer

      Date: 29/05/2023



      Complaint: 20097398



      I am rejecting this response because:

      Thank you for that but it misses the mark on my issue. Looking at your webpage and required documents, My elderly mother DID IN FACT have the necessary documents to travel on your airline!!  Birth Certificate and Valid Medical Card from Manitoba!

      She was given a difficult time and denied flight as her photo ID just expired. What I am getting at is I was told by Flair that she forfeited her flight and payment for such. She had the documents and was denied still!!!

      I would like confirmation that my fare payment will be returned please. This is totally unacceptable and uncalled for as she was not allowed a boarding pass when she has the required documents to fly! She was still able to leave YVR that day on another airline.




      Sincerely,



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

    • Initial Complaint

      Date:22/05/2023

      Type:Product 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.
      1. Flight FlairAir F81223 YYZ - YVR, flying Dec. 25, 2022 cancelled due to crew cover issues. Paid $250.30 File: MM6TYM

      2. 1st flight offered by Flair was 7 days from the date of the cancellation was Jan. 02 2023

      3. Dec. 26, I went on line, found FlairAir had a seat available Dec. 29th.
      Unable to get through to FlairAir via telephone to book me on this flight instead of Jan. 02 offered by Flair. Made this booking - paid $615.67. This flight was delayed.

      4. Flair Airlines compensation submitted January 12, 2023
      Requested to be reimbursed for the difference in flights. Was told that I would receive $125 inconvenience compensation
      $615.67 + $125.00 - $250.30 = $465.37 owing to me.
      $615.67 second flight +$125 inconvenience compensation - $250.30 cost of original flight returned to my credit card = $465.37
      .
      5. Sat, Mar 18, 2023 wrote
      "we are having a new payment process in which the crediting of the amount will take 30 days, and the same process with the follow-up. I will be sending a follow-up update on this please wait for a response from them on or before April 17, 2023. "
      I have receive neither.

      6. Contacted Flair again May 19, 2023 wrote:

      "We truly appreciate your patience in making a follow-up with your claim.
      ...
      Please know that due to the high volume of requests received by our team as well as the backlog with processing the payment, our new processing time is 30 days or longer than anticipated.
      ....

      Thank you for choosing Flair Airlines for your travel needs. We look forward to welcoming you on board again soon."

      7. I have to fly within the next month and am prepared to use Flair and have them debit their outstanding. However when I contacted their agent, I was transfered back to refund automated.





      Business Response

      Date: 24/05/2023

      Good day ***,

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

      Regards,
      Regulatory Relations
      Flair Airlines

      Customer Answer

      Date: 12/06/2023

       

      On May 24th Flair Airlines responded:  " Looking at our records, it shows you were charged a no-show fee since you rebooked on your own another flight and never went on board for the flight of 05JAN2023. "  First of all the flight was Jan. 2 and not Jan. 5...I presume a typo error on your part. 

       

       

      Please see the below correspondence that I have had with Flair.  I attempted several times to contact Flair both by email and by phone to cancel the Jan. 02 flight offered to me. It was not possible to get through to Flair by phone.  I then  contacted Flair by email to let you know that I have found a better flight and want to cancel.  See my email dated Dec. 28th.

       

      Also please note that Flair is responsible for accommodation and meals from Dec.  25 to Jan. 02.  I saved Flair considerable money by not putting in this request. 

       

      Please note that in my Dec. 28th letter I wrote the following:  My original fare for the cancelled flight was 348.76. This is an error on my part as I took it from a previous Flair flight. In your letter dated May you stated correctly that my Dec.25th fare was $305.67 .In attempting to organize my affairs, I made a further calculation error.   $615.67 should have been re-imbursed as well as the $125 compensation.

       

      I also attempted to switch tickets with my daughter, ****** *******, which would have allowed me to fly on Dec. 26th and she was prepared to take my Jan. 02 flight.  ******* contacted your office by phone and email.  (see the below copy of emails sent to Flair)

       

      Also note that the original Dec. 25th 2022 flight was cancelled and both the Dec. 29th and Jan 02nd flights were delayed

       

      I tried in various ways to work through the issue with Flair.  

       

      I have waited since my original compensation email in January.  Almost 6 months later, you are still asking me to wait a further 15 to 30 days.

       

      I find this unacceptable.

       

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

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