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:10/04/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ******* to ******* F8 ****************************************************************************************** flight lead flight attendant denied us in receiving an incident ********* booking Reservation Number VD9YU7 displays I paid round trip fare with seat selection for me and an infant in a seat, and 1 paid checked bag. The bag drop off agent requested my personal items to "fit" in the sizer, which they did, but she refused me a tag because I chose to compile 2 bags into one for ease of me holding my child, our personal items, and the baby bag. Her claim was that it no longer "fit" although I clearly explained that it was only this way temporarily until we get through security and board; and all bags would be placed back in their original forms when boarded on the plane and tucked under the seat,The gate agent (******* / ****) demanded the same, upon my advisory as to why I did not receive the tags. She too saw that it fit, but decided to create even more stress to me and my now crying infant to further request that the heavy coats I had in my hand (to "cover us with" on the colder air conditioned plane and wear upon arrival in *******) also "fit" in the personal item or I must make my child wear it in front of her and not take it off until she sees us on the bridge. I attempted to explain to this gate agent that I was "allowed" these 3 bags since I had two paid seats and my infant is allowed a baby bag. She did not care to listen and kept demanding our compliance or we cannot board.I left and returned upon boarding time when a white man reviewed my reservation and corrected his colleague.The flight was also delayed 1 hour, so now our schedule is messed up, my infant required food, and I purchased a cup of chicken soup. My child vomited on 2 separate occasions.Due to the undue stress caused by your agents and the delayed flight, I am requesting a full refund to compensate for laundry fees, extra food purchase, and mental health assistance visit fees

  Customer Answer

  Date: 10/04/2025

  No, I did not contact ****************************** as a refund from Flair is required.

• Initial Complaint

  Date:09/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Made a booking online with fly ************************** during the process I noticed my date was changed as the credit card processed my payment. I immediately call flair to notify them. They informed me that I would require $*** change fee; I told him I like to speak to a manager. Ive made several attempts to have my matter escalated, which I was repeatedly told that I cannot have a managercall me or contact me. On the seventh wrap call I was informed that my flight had been canceled. I responded with the request of the refund. I was informed that they would refund me if I book a new ticket which I found to be odd. I told them that the date which I wanted to travel they told me it was $*** more than on the webpage, which did not sit comfortably with me. I have no recourse on how to get my matter escalated within the organization I already have an existing credit which is less than the amount of my ticket purchase in which I requested escalation and no one hasnt gotten backto me on that matter either Flare has charged me over $**** for flights and which Ive never taken. I took a voice recording of our conversation which I could share upon your request.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  * Flight landed at 20:21 May 30th at *** * I was in seat 24-C, I left my wallet in the back of seat 23-C * I opened a "lost report" as suggested, file # *******. No updates or replies. * I went back into the airport at 21:30 to as them to check the seat and they advised me the plane had already left. * Returned to the airport May 31st at 16:30 and spoke with an associate who checked the lost and found, no wallet. I asked to speak with a manager and was advised there was none on duty.* Returned to the airport April 1st at 16:30 and spoke with a manager, ***** *********, who assured me he would physically check the plane in the seat I described and call me. * Three days later, no phone call or reply to texts I have sent him asking for an update. * The worst part is that nobody with Flair Air cares enough to physically check the seat. * None of my three credit cards or two debit cards have been used which is a clear indication that the wallet is still there. * I just need someone, preferably myself at this point, to check the plane and seat. I am happy to go through security, etc.

• Initial Complaint

  Date:01/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Flair airlines offer a on time guarantee for specific flights whereby if its delayed by 60 minutes they provide a $60 voucher. I meet all the criteria and flair continues to delay and not provide my voucher and its been since February 19th when I flight arrived to ******* ******* ****** after a 2 and half hour delay. After several attempts at contacting and emailing they keep saying they are still investigating when it should be provided within 48 hours

  Customer Answer

  Date: 01/04/2025

  No I have not contacted any other department nor group outside of Flair customer service 

• Initial Complaint

  Date:31/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  March 28th 12:57pm Extremely Disappointed Never Flying with Flair Again The customer service experience my sister and I had was beyond terrible. We arrived at the airport well before the one-hour cutoff, yet we were denied boarding. My sister had her boarding pass as she checked in early due to her checked bag (which, by the way, cost nearly as much as the flight itself). I didnt have a boarding pass because I didnt have a checked ***** were sharing one bag to save on the absurd costs, but I was unable to check in online because they insisted on checking whether I had a bag.Despite arriving at the airport in plenty of time, the representatives refused to check me in or check our bag. The airport we were flying out of (YFK) is incredibly small, with only six gates, yet the staff refused to assist us. One representative even laughed at my sister when she was in tears, begging them to help us. The check in counter closed early despite stating it closed 1 hour before depart After being left stranded, we had no choice but to book another flight and drive from ****************************** to *******, which ended up costing us even more money due to the last-minute booking.We contacted Flairs customer service by phone to explain the situation, but the representative dismissed our concerns and insisted we hadnt arrived in timeeven though we had. When we requested to speak with a supervisor, we were told it wasnt possible, and the representative promised a call back in 15 minutes. We did receive a call, but it was 30 minutes later, and there was no apology or resolution. The whole experience was incredibly frustrating and disheartening.I will never, under any circumstances, fly with Flair Airlines again, and I strongly advise others to reconsider as well.

  Customer Answer

  Date: 31/03/2025

  Hi, 

   

  we reached out to flair and they were very rude and disrespectful was not listening to our complaint and was essentially arguing with us. At the airport, when speaking with the site attendant, they behaved in the same manner 

• Initial Complaint

  Date:21/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 flights for me and my two children for April 15 from ********** to *******. Flair changed my flight without my consent to April 17 and is not providing rebooking details. I have called 6 times, submitted 4 online requests and reached out on social media. In the email they said they would rebook me with a different airline. I received a text today to rebook with a link to rebook and the link doesnt work.

  Customer Answer

  Date: 21/03/2025

  I have not contacted them and did not know that was an option. Should I call them ?

• Initial Complaint

  Date:17/03/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 January 2024 that was scheduled for August. The day before the flight I was informed that it was canceled, however the alternate flight wasnt for almost a week online you were still able to purchase tickets for the cancelled flight as well as multiple flights before the offered one. I called and they werent willing to help. I had to fly at another airline. When I arrived the initial flight was still marked co,in gin on time at the airport. Flair has refused to refund the money, stating that the system cant process, today recommended disputing the charges with my bank. **** has stated it has been to long and recommended filing a complaint through you.

  Customer Answer

  Date: 18/03/2025

  No, I have been in contact with Flair and the bank. How do I file a complaint with the other agency? I just want a refund for the flight that was cancelled. I do not want a credit as I will not be using them again 

• Initial Complaint

  Date:11/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 purchased a ticket with Flair Airlines and was unable to use it. Instead of refunding my money they gave me a credit to use by a certain date however I am not going to be able to fly by that date so I asked for a refund. They told me they could not give me a refund because they put it as a credit. This is absolutely absurd of course they can refund my money they just don't want to and I will not be bullied by an airline. I want my money back not a credit as I would never fly an airline that treated its passengers this way..

  Customer Answer

  Date: 12/03/2025

  No I did not contact the transportation agency. 

  Customer Answer

  Date: 12/03/2025

  No I did not contact the transportation agency. 

• Initial Complaint

  Date:11/03/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  My partner and I flew to ****** on Sunday, February **, 2**5, returning on Sunday, March *, 2**5, or so we thought. Flights ****** and ******.While we were sleeping on March ** ****, at *****pm I received an email from Flair Airlines that my travel for flight ****** ** Mar 2**5 PVR ***** - *** ***** had been changed to: ****** 09 March **** *** ***** * *** *****. Reservation ****** In that email along with follow up emails, Flair provided no alternate accommodations, transportation or meal vouchers. When we arrived at the airport to speak to a Flair representative, nobody would speak to us. We were literally stuck in a foreign country! We could only get assistance online chat with a Flair representative. I was advised, and have proof of the conversation, to rebook with another airline to get home and submit receipts to our compensation department, which I did immediately to receive compensation from the amount of money we were charged by ******* to return home on our original travel day of March 2, 2**5. The compensation department at Flair apologised, however maintains that because it was a safety issue with the plane, they owe us nothing. The audacity to keep us in a foreign country with no other alternatives provided we had no choice but to take the advice of the Flair representative to rebook the flight with another airline, Westjet Flight March ** **** * ****** ** **** * ** *** Cost $******* We are seeking a reimbursement for having to rebook on another airline. Thankyou. Kind Regards, ******-**** ********

  Customer Answer

  Date: 03/04/2025

  Flair Airlines has not contacted me to resolve this issue. 

• Initial Complaint

  Date:24/02/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Re: Poor customer service and poor communication - flight cancellation with no notification.We booked a flight with Flair on Sept 18, 2024 for an all-inclusive Mexico vacation in Feb 12, 2025 and received confirmation for our flights.We received many marketing emails from Flair since booking, but none mentioned anything about cancellation.On Feb.10, 2025 we received an email to assign seats for this booking (again no mention of any cancellation). When we tried to check-in on Feb.11th, we were told to check-in at the airport in person.On Feb 12, 2025 we arrived at the airport to find there was no flight that day. We called Flair and were told the flight was cancelled on Oct.8th and that they had emailed me to advise. We confirmed we received no such email and when asked to resend the notification, they were unable to provide any evidence (as none exists).Flair was able to book us on a flight 24 hours later, however we lost a full day of our Mexico trip ($550) plus travel costs to/from the airport ($230) plus meals which would otherwise have been included ($100).We asked Flair for compensation, however despite their lack of communication, they were only able to rebook the flight. This is not acceptable given the lack of communication and the impact on our vacation.

  Customer Answer

  Date: 24/02/2025

  I was not aware I should contact the *** first, please kindly keep this complaint open while I complete that requirement so that I don't need to start all over again.