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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

    • 575 total complaints in the last 3 years.
    • 83 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:12/05/2023

      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 paid the business $400 for flights to Calgary to Vancouver.

      Their online system was down for the third time. Each time I was unable to check in online or by phone which is absurd. What kind of airline doesn’t let you check in online when their system is down.

      The airline is a hazard and scamming people by having a faulty website which is imperative for an airline to function.

      Pathetic.

      Business Response

      Date: 15/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:09/05/2023

      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.
      Flair Airlines Flight F81849
      Departure
      San Francisco International Airport (SFO)
      08 May 18:15
      Arrival
      Vancouver International Airport (YVR)
      08 May 20:50
      *** ******** ******** *** ******** ********

      Business Response

      Date: 11/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 11/05/2023



      Complaint: 20040322



      I am rejecting this response because: I want you to consider my monetary losses compensation.

      Sincerely,



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

      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



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



      I have reviewed the response made by the business in reference to complaint ID 20040322, and did not find this resolution as satisfactory to me. However, I don't have time and will to fight for the lost money. Instead of it I concentrate on earning new one and focus on the future. Let it be the way you offer. 



      Sincerely,



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

    • Initial Complaint

      Date:08/05/2023

      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.
      We paid for seats with more leg room and together on the flight leaving Toronto going to Abbotsford on April 6, 2023. Our seats were reserved as of the date we paid which was Feb. 15, 2023. We were charged 130.00 for these seats. We were seats 2 rows apart instead and my seat was occupied by a cat in a carrier?
      We contacted Flair airlines when we got home and were advised they made a mistake and would refund our money to the card it was paid on. That was a month ago and still no refund

      Business Response

      Date: 09/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:07/05/2023

      Type:Customer Service 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.
      I tried to change my password, but clicking "Change Password" takes me to a page that says "Something Went Wrong". I tried to use the "Reset Password" option to change my password that way, but that also just leads to a broken "Something Went Wrong" page.

      I reported the issue through their support, but they indicated that they had no way to inform anyone about the issue and that I should simply wait and hope it self-resolves.

      I asked to delete my account, as a broken password reset with no way to report the bug is a massive security flaw, but they have no way to delete that.

      I do not trust Flair with my personal private information based on this, and would like my account deleted and all private information purged.

      Business Response

      Date: 09/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 10/05/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20029188, and find that this resolution is satisfactory to me.




      Sincerely,

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

    • Initial Complaint

      Date:07/05/2023

      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.
      On Feb 26, 2023 I purchased two airline tickets from Ottawa to Fort Lauderdale (return) for $1,020. Flights were scheduled for May 25-30, 2023. *** *********** ************ ****** ** ******* 

      On March 30, 2023 we received notice that the flight we had booked would be cancelled since the plane being used for that leg was broken. I then contacted the airline and tried to rebook a flight through Orlando that turned out to be cheaper (roughly $400 less). Flair would not rebook me unless I paid the full $1,020. My only recourse was to take a refund and book another flight. Flair confirmed I would receive a refund within 10 business days.

      It is now May 7, 2023, and I have yet to receive my refund. I have been in frequent contact with Flair and have been told a myriad of stories. I’ve been told there was a technical glitch in the refund system; that they had refunded me and to check my statement back to April 1 (I did that and no refund); there’s an issue with my bank and to call them (I did and nothing has been received); and finally that it in fact takes 30 business days for the refund and not 10.

      I’d like to report this fraud of a company.

      Business Response

      Date: 09/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 09/05/2023



      Complaint: 20028996



      I am rejecting this response because:

      They have been saying this since roughly mid April. And I am being generous with that timeline. Their reasons for not being able to pay have varied from a technical issue, to a problem with our bank (**** etc. It seems amazing that they are having an issue on their ability to refund for almost a month now yet they are not able to fix it. If indeed the case, they could cut a cheque but in my discussions, they are not willing to do that. At every moment I have dealt with them, it is clear they are reading from a script. I would suggest this is part of the script.



      Sincerely,



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

    • Initial Complaint

      Date:06/05/2023

      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.
      The luggage sizers that this airline uses for personal items are ridiculous

      They're way smaller than the space available under a seat, but if your bag doesn't fit you'll be charged $70+ to put the bag in the overhead bins

      Business Response

      Date: 09/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:04/05/2023

      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.
      Hi,

      I originally had a flight with Flair at 8PM on Thursday May 4 from Kelowna to Vancouver but I was notified on Wednesday evening that that the flight was changed to Friday May 5 at 11:40AM. This would mean that I’d be missing my connecting flight at 10:55PM on Thursday May 4 from Vancouver to Toronto.

      As this didn’t meet my travel needs, I was given a refund for my Flair flight. However, I had to book another flight with another airline at 3:20PM from Kelowna to Vancouver on Thursday May 4 to catch my next plane.

      Since I am no longer at my point of origin, as per the Air Passengers Protection Regulations, I believe that Flair should compensate me for the new booking I made to get to Vancouver on time. The cost of my new ticket is $275.45.

      Thank you.

      Business Response

      Date: 05/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:02/05/2023

      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.
      Date of transaction: Delayed / Missing Baggage on April 10th -2023 at YVR - Vancouver International Airport arrived around 12.50PM - Travelled from SFO San Fransisco -
      Two people: **** ******* **********
      And Mrs. ***** ******* **********
      PNR / RESERVATION NUMBER: ******
      Fight Number: F 1849
      Check in baggage done at SFO - one Heys Suitcase in RED colour - paid $79 at the airport. ******* *** **** F8 449845 attached here
      Cost of Items lost: Approx $4000 - for two people -

      1. No one at the Airport to help us
      2. People at other airlines paged Flair Representative - finally Airport Staff told us that they are never available
      3. Everyone advised us to go to Domestic Airport - maybe someone can help you there
      4. At Domestic Airport - big lineup and no manager or supervisor available to talk to us.
      5. One nice employee ****** - he gave us Property Irregularity Report - Form No. 73007 & we filled it up and gave him by hand.
      6. As per him - someone will contact us within a day or two
      7. No one ever contacted us - we keep escalating it by emails and phone calls
      8, We were received sorry replies only in reply to our emails and one one ever said how to file a claim
      9. Online links to file any claims completely don’t work - not available at all.
      10. In reply to our email they send us again Property Irregularity Report to file which we did and we did it again
      11. Finally last week April 24th they accepted that they are working on Property Irregularity Report and on one ever contacted after that.
      11. Over the phone it takes hours to talk to them and they never give any positive reply
      12. We can provide names of different people who replied us or live chatted with us - every time different names but on one ever called us back
      13. Lots of emails / phone calls made - we are totally frustrated - on one likes to take responsibility - and - it looks like it is very normal for the airlines.
      Thanks
      **** ******* *** *** **** * ***** ******* *** *** ****

      Business Response

      Date: 03/05/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 08/05/2023



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



      I have reviewed the response made by the business in reference to complaint ID 20008193, and find that this resolution is satisfactory to me.




      Sincerely,

      **** *******

    • Initial Complaint

      Date:01/05/2023

      Type:Service or Repair Issues
      Status:
      Unresolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have emailed and contacted Flair immediately after I received an email on April 17 to notify me my flight has been cancelled. My 2 reservation codes booked under my credit card were AXYV5G for $1499.01 CAD as well as 2BPZ89 for $338.01 CAD. They cancelled my flight without any notice and without any alternative flights to book. I requested a refund on April 17 and was notified I will receive a refund 7-10 business days. I have yet to receive my refund and have contacted my bank and they said they do not hold any refunds as Flair suggested they might. I am worried that I will not receive my refund in time to pay my credit card in which I now had to purchase new flight tickets for my trip as Flair was unable to provide an alternative.

      Business Response

      Date: 02/05/2023

      Good day ***,

      We have reviewed this passengers complaint.

      Please see attached flairs position.  

      regards,  
      regulatory relations Flair Airlines

      Customer Answer

      Date: 03/05/2023



      Complaint: 20006086



      I am rejecting this response because: the business has said they have fixed the problem and yet I still have yet to receive my refund for both reservations. I have contacted my bank and they have said they do not hold funds to be released for refunds, and as soon as the company has sent over the refund they will give it to me with no wait times, so it leads me to believe that the business STILL has not processed my refund.

      I will need a date of when this will be processed ASAP as I need to pay my credit card bill and do not want to incur interest fees for missing payments because Flair is holding my money



      Sincerely,



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

    • Initial Complaint

      Date:30/04/2023

      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.
      Excessive flight delay from Abbotsford to Toronto. (YXX-Abbotsford Intl.)Toronto, ON, Canada (YYZ-Pearson Intl.)
      Confirmation: ******
      This airline should not be in business. Sadly our federal government chooses to ignore the operational failures at Flair. Consumers like myself are inconvenienced without adequate compensation. A $10 voucher for a meal is pathetic. A sandwich is $12 at the airport.
      We have children at home & tomorrow May 1st is a work day. Flair management just doesn’t care !!!

      Business Response

      Date: 01/05/2023

      Good day ***,

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

      Regards,

      Regulatory Regulations

      Flair Airlines

    Flair Airlines is NOT a BBB Accredited Business.

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