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:22/05/2023

  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.

  A flight I had booked was changed by Flair so I was offered a free cancellation option. I chose to cancel and was told I would receive a refund. Flair has kept running around saying they issued a refund, then they discovered a technical glitch, then an accounting glitch and after 60 days I still have not received the refund.

  Business Response

  Date: 23/05/2023

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

• Initial Complaint

  Date:20/05/2023

  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 Monday May 15th, 2023 I booked a flight for my wife, child, and myself through Flair Airlines. During the booking process they advertise a "big bundle" option which includes baggage, priority boarding and free changes or cancellation of flight. Nothing is mentioned in the booking process about only being able to obtain travel credit for cancelling the flight. I cancelled my flight today, May 20th, 2023, and was advised that I would only be able to obtain travel credit as the flight was not cancelled within 24 hours of the original booking. This is false advertising and intentionally misleading to the customer who is making a purchase of flight cancellation insurance. I paid $372.00 EXTRA for this option only to find out after the fact that it was not real cancellation insurance. I contacted customer service with my concern and was sent the same "copy and paste" response and further, refused to provide manager contact information when requested.

  Business Response

  Date: 23/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 23/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20084256, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:17/05/2023

  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 round trip flights from SFO to Vancouver for $845.67. Original flight was cancelled and the schedule was adjusted automatically to a time that was unacceptable. Through initially contacting the airline, I was told that I would be refunded (April 4, 2023) in two payment ($411.72 and $433.95). After reaching out numerous times due to not yet receiving the refund, I finally received $411.72 back to my credit card on April 27, 2023. I have contacted the refund department numerous times since and am repeatedly told that the other portion was also refunded and to check to make sure the credit wasn't backdated, etc. It is now May 17 and the $433.95 portion has still not been received. They gave me the attached receipt showing they had refunded the payment but since I've read many other similar complaints here it's pretty clear this is a common fraudulent practice on this airline's part.

  Business Response

  Date: 18/05/2023

  Good day ***,

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

  Regards, 

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:17/05/2023

  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.

  The complaint is in context to fraudulent and unethical conduct by the airline. We believed in the brand and booked our return flight from Flair Airlines for our upcoming travel to Cancun. The Airline without any notice to us unilaterally changed the date of flight from May 30, 2023 to June 3, 2023. This 5 days of delay has fully disrupted our vacation plan and I had to book an alternate flight by paying almost $3621 which was close to $2627 extra than what flair is going to refund me. The irony is that they have not sent me details of this change yet and I found out about this by myself. The airline is not taking any responsibility towards the financial loss I have incurred due to their unilateral decision to change the flight dates. We all know airlines work on dynamic pricing and as they have done this less than 14days prior to my flight. I was forced to either cancel my whole booking which would have costed me a lot of money or I had to stay in cancun for 5 more days which would have costed me again $5000+. I was left at mercy of no one and they are not willing to support in any way in a situation where they have put me at no fault at my end. I have not only incur financial loss but a lot of mental stress.

  Business Response

  Date: 18/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: 20070947
  
  
  
  I am rejecting this response because: I have not received any prior notification from the Airlines regarding the cancellation of flight. If they have sent me a communication, I demand a copy of the same so that I can validate their claim. Considering there was no notification from the airline, they are obligated to pay me the difference of fare which was incurred by me due to a mistake from their end. 
  
  
  
  Sincerely,
  
  
  
  ********* **** *******

  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:17/05/2023

  Type:Sales and Advertising 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 encountered unreasonable charges during the booking and change of tickets. I later contacted Flair for a refund but was refused. I started by booking 2 round-trip tickets from Saskatoon to Vancouver from April 8 to 15 April. *** ******* ****** ** ******* Later, one of them returned early on the 12th, so I changed the ticket on the evening of the 11th. At the time of the first payment, a pop-up window on Flair's website said that the payment was unsuccessful. So, I paid again, but still the pop-up said the payment was unsuccessful. I thought it might be a credit card problem, so I changed to another credit card and continued to pay. Then the same thing continued to happen, I paid 2 times and the website 2 times the pop-up said the payment was unsuccessful. At this point I stopped and checked my bank account and found that 4 payments had already been processed. I then checked my booking on the Flair website. It was found that the booking could not be checked at this time, only check-in. In the check-in page, I found out that both tickets were changed to return from Vancouver on the 12th, although only one girl returned early. That is when I started calling Flair's customer service number, but I kept waiting. In order not to delay my daughter's trip, I had to do the check in. The next day, April 12, Flair's customer service called back, but the matter was not resolved. Later, in order not to delay the other girl's trip, I booked her a 15 April return ticket from Vancouver, again from Flair, the booking number was ******. I contacted Flair many times by phone and email, but they refused to admit the overcharge and refused to refund it. Not only that, but later I looked at the ****** bookings and found that they had also modified the fees for changing tickets so that they added up exactly to the sum of my 4 payments.

  Business Response

  Date: 18/05/2023

  Good day ***,    
  
  We have reviewed this passengers complaint.  

  see attached flairs position.  

  regards,  
  regulatory relations Flair Airlines

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: 20068727
  
  
  
  I am rejecting this response because:

  First of all, what Flair has promised to refund is not the full extent of my losses. As I mentioned before, I had to buy another ticket on April 12 for another girl to return to Saskatoon from Vancouver on the 15th. If the payment failure window had not popped up when I changed the ticket on April 11, I would not have paid again and the second ticket would not have been changed. So my total loss is 560.7+375.7=$935.4 CAD.

  Secondly, the communication with Flair afterwards really made it a difficult time for me. I was shocked every time I received a reply email from Flair. As well as the fact that the change fee in the booking on Flair's website was changed to the same amount as the sum of the 4 payments, it proves that what happened was not a mistake, but fraud. So I think Flair should be disciplined for this, not just refunded the overcharge. Flair should review the entire process of the incident, find out what went wrong and develop corrective measures, and should actively compensate the customer for the emotional and time loss.

  
  
  
  
  Sincerely,
  
  
  
  ****** **

  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: 01/06/2023

  
  
  Complaint: 20068727
  
  
  
  I am rejecting this response because: I am outraged by your answer.

  Could you please answer me a few questions? First, Why the bill was changed to meet the four payments? Who did it? When I contacted your customer service by email, I paid 4 times for such a change fee that was far from your change. Why did they insist on not overpaying? Why does your booking system keep popping up the payment failure window after paying 4 times? Why did you change my ticket after the payment failed? Can I change the same ticket 4 times to the same time?

  Connecting it all, from the beginning, you are deliberately overcharging passengers and trying to possess it. **** ** * *****
  
  
  
  Sincerely,
  
  
  
  ****** **

• Initial Complaint

  Date:16/05/2023

  Type:Sales and Advertising 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.

  Amongst some shady cancellations chalked up to weather (verified in both landing and take off locations whether was clear) the flair team had my bag for less than an hour before I had to collect it only to find it destroyed and unusable. I went through the proper channels to have it refunded which they agreed to so long as I purchased a bag that meets their replacement criteria. I bought said bag for $170 (more but that’s all they’ll recoup) and now 6 MONTH LATER are still stringing me along and not reimbursing me. It’s absurd.

  Business Response

  Date: 17/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 17/05/2023

  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20065882, and find that this resolution is satisfactory to me so long as they follow through with their solution to reimburse me. I will be expecting confirmation when the payment is made within the 30 days. 
  
  ****** *********
  

• Initial Complaint

  Date:16/05/2023

  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 took flair airlines direct flight from Vancouver to Meza AZ on April 15th this year. The flight itself was fine, and I was excited to land as I was starting a new job.
  
  Unfortunately as soon as I landed I discovered that disaster had stuck: my bag didn’t arrive.
  
  I waited around an hour just incase, then proceeded to call the customer support line, waited on hold for another hour, and no answer. What happened next was 2 weeks of back and forth emails with their support team, and empty promised about them looking.
  
  Finally on May 2nd I received an email from their team saying my bag had been found, and on May 4th saying my bag would be on the May 6th flight to AZ. At last, progress. After emailing, calling and texting them over a dozen times I’ve still not received my bag or a reply from the team that found it almost 2 weeks later.
  
  I have 3 suits in the bag with a value of approximately $2300, 5 dress shirts value of $800, 8 ties with a value of $1000, a few books and other clothing.
  
  What I want as a resolution is
  A) Immediate Return of my bag + applicable costs I’ve had since I’ve had to rebuy a lot of clothes since arriving.
  
  Or
  
  4) $4000 to cover replacement of bag + lost business attire.
  *** **** *** ** ***********

  Business Response

  Date: 16/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: 20063461
  
  
  
  I am rejecting this response because I had texted the number, called and emailed multiple times with no response.

  I'm also no longer physically located in Vancouver. I'm in Scottsdale Arizona. The team never responded to my replies and it was not delivered.
  
  
  
  Sincerely,
  
  ****** *****
  
  

  Business Response

  Date: 25/05/2023

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

• Initial Complaint

  Date:15/05/2023

  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 flew to Toronto from Thunder Bay on May8,2023. I was allowed to board using a passport ID. On my scheduled flight back May 13, 2023, I was not allowed to board the plane. I was stuck in Toronto with no way home , 900 miles away. If the Flair employee had better training, I wouldn’t have been stuck so far away from home. I was traveling with two other people and one of them got off the plane so I wouldn’t be alone. After three hours of figuring out how to get home , we took the cheapest route we could and took a bus back . We rode for over 20 hrs and I spent $383. I feel I should be reimbursed for my bus trip back.

  Business Response

  Date: 17/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 17/05/2023

  
  
  Complaint: 20058978
  
  
  
  I am rejecting this response because:

   It was Flair’s employee that allowed me to get on the plane with incorrect documentation.Because their employee made that mistake, I of course thought I had proper documentation. It is extremely poor customer service to throw the rules at me when their employee didn’t follow the rules.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 25/05/2023

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

• Initial Complaint

  Date:15/05/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 1st 2023, our flight was cancelled at the last second (boarding time), due to a non-availability of crew. It was rescheduled for 3 days later.
  
  In accordance with section 19(2)(b) of the APPR, all passengers should have been eligible for a full refund and receive an additional $125 compensation per passenger for the delay.
  
  After arguing the case for over a month and dozens of emails (most receiving canned replies), on Feb 21st, they finally agreed that we were eligible for compensation and that we would send electronic payment email within 30 days.
  
  I never received the email, and when I emailed for a status update, they reverted to canned responses stating that the flight was not eligible for compensation. It is now 5 months later, and I receive only the same canned response to every email I send, not matter the contents.

  Business Response

  Date: 18/05/2023

  Good day ***,    
  
  We have reviewed this passengers complaint.  

  Please see attached flairs position.  

  regards,  
  regulatory relations Flair Airlines

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: 20058784
  

  I appreciate you reviewing my case. The response is partly to my liking, but I am currently rejecting this response because the reservation numbers I referred to includes 4 passengers. Regulations state that we are owed a minimum $125 compensation per-pasenger (total $600).
  

  If you agree to this, then I will accept this resolution once I receive the payment emails you mentioned.
  

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

  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: 25/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20058784, and find that this resolution is satisfactory to me.
  
  

  Note that the resolution claims that I will recieve compensation in the next 15-30 business days. If this doesn't arrive, I will opt to re-open this complaint (or a new one if required).
  

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

• Initial Complaint

  Date:13/05/2023

  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.

  -delayed and cancelled various flights and did not notify us
  -we drove 4 hours to the airport and after that found out that we got delayed until the next day
  -we had to spend money on dinner and hotel reservations
  -called them 13 times for their errors and clarifications
  -representatives told us that the all the flights were canceled because of safety issues regarding the aircraft
  -representatives hung up on us multiple times
  -missed our ****** reservation because of this error and missed out on our money
  -had to cancel the whole trip because of all these delays and cancelations and felt unsafe to fly after they told us that they have safety issues with all their aircrafts
  -we need compensation for the hotel, dinner, and ****** since we were never informed of the trips being delayed or cancelled through email or text, we had to call them and clarify in order for them to inform us of these changes.

  Business Response

  Date: 15/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 15/05/2023

  
  
  Complaint: 20056067
  
  
  
  I am rejecting this response because:

  This is unacceptable. They told us on the phone that our 10:45 pm flight was still running and that it was now fully booked because of their mistake so they transferred us to the 6:55am flight the next day. Not that it was a safety issue. They told us after 6 calls that there is a safety issue. They also needed to notify us through email or text BEFORE HAND because we already had driven 4 hours to get to Toronto to go to the airport. If they notified us earlier then we could've stayed home and gone later so we did not have to purchase a hotel because we were stranded. The only reason we found out that they changed our flight without notifying us is because I got a text early morning to go to the gate when our flight was not for another 12 hours. Then we frantically called them and they made a mistake on their end where when they changed our seats, they also changed our whole flight. We need to be compensated for THEIR mistake. If they had notified us of a safety issue BEFORE HAND then we wouldn't have travelled all that way. Also, this is opposite from what the first few representatives told us, that the flight was now full, the 10:45 PM one, not that there was a safety issue. We also went to the airport the same day our flight was originally supposed to be and there was not a Flair staff in sight. There were multiple customers standing around who we talked too, and they had the same issue of not being notified that any change was made the itinerary. There needs to be compensation for making us pay for a hotel, or else we would be stranded, and missing our ****** check in. 
  
  
  
  Sincerely,
  
  
  
  *** ********

  Business Response

  Date: 25/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines