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:28/04/2023

  Type:Service or Repair 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.

  March 6th I flew from Toronto to Edmonton, direct flight with Flair Air. MAWHMC, PIR 27806, filed when landed and did not receive my luggage that day. Filed with the airport attendant. I have provided the PRI number above. I have the original documentation that they have asked for a copy of 4 times and have received 4 times. I have the entire email history from Flair telling me to wait, to wait for a response. No response comes, so I follow up and its the same thing all over again.
  they have provided me in writing over email from their baggage team that they will reimburse the price of my baggage at 2100$ CAN. that wont cover my tools, but its something at least.
  all communication is via email and on hand, yet nothing gets resolved and they avoid direct answers.
  
  In writing, under the passenger protection act, the agreed to pay the amount owed of lost luggage, however made no effort to reimburse the cost as I waited the 21 days for PIR like they asked, then another 30 days, and nothing still as I wait, emails left blank in silence from their financial department over a trivial matter.

  Business Response

  Date: 01/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 01/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19996259, and find that this resolution is satisfactory to me, Under the circumstance that Flair Airlines keep their Work and may the payment on the arranged Date. 

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

  Customer Answer

  Date: 09/05/2023

  Hello, I filed earlier last month with *** about flair airline not delivering on funds they were suppose to reimburse for lost luggage on March the 6th. Since then it has went through and I have received an email from flair on this site saying that it could take up to "30" days for payment. It has been that month and no one has contacted myself, just flair looking to make it look like they will do thier job but still ignoring customers they have wronged. In writing on the complaint befor this one they wrote a dollar value that they have "been processing for my reimbursment" but its an empty promise. Total disrespect for people who use thier services. I have attached again for the 3rd time the picture of the original PIR form.

• Initial Complaint

  Date:28/04/2023

  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.

  Airlines canceled my flights and told me i would get a refund due to them canceling. Was told they would refund my credit card and never did. When i call they said they would look in to it and then sent me an email claiming there was a glitch with their accounting and the refund would happen with in the week. That never happened and i still have not received my refund.

  Business Response

  Date: 28/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:27/04/2023

  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.

  I have been waiting on a refund that I was told I would receive 58 days ago. I phoned customer service after 41 days of no refund, & was told I had not yet been refunded due to the credit card on file having expired. However, I was previously told in an email from a customer service rep that I would be receiving my refund via online payment, not credit card- & was asked to provide my email associated with my bank account, as well as my whole first & last name associated with the bank account so the refund could be processed.
  When I called & asked why I had not yet received my refund they said it was because my credit card was expired, & refunds can only been made to the original payment method. While trying to resolve this issue, they ended the call. I called back, & due to extended wait times was put in line to receive a call back. This was 2.5 weeks ago, I still had not received a call. I try calling the customer service line every day, & get hung up on as an automated message says I’m still in line for a call back.
  
  Today, I got through to their phone line. They are going against everything I’ve been told via email & say they can’t process my refund because they don’t do refunds, only flight credits. Although I have photo proof of them specifically saying I will be refunded $683.16, via online payment. They will not even provide me with the above said flight credit because this must be used within 3 years of the original booking date, which has now passed. I contacted them before the expiry to resolve this issue, which is when they originally told me I would receive the full refund.
  
  I’ve had a very difficult time dealing their phone & email customer service reps, who have been very unhelpful. I wait days for a response & spend hours on the phone trying to talk to someone who can help me. Currently waiting for a call back from a supervisor.
  
  I would just like them to be true to their word & provide me with the refund that they told me I would be getting.

  Business Response

  Date: 28/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 28/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19991861, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  Date:27/04/2023

  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.

  My complaint is with Flair Air and they are not giving me my refund for a flight that was cancelled
  March 12, 2023 I canceled my flight from Edmonton to Vancouver return due to the fact that Flair cancelled my flight and did not notify me. I requested the refund March 12, 2023 Total $318.30 I understand that they do not do the refund immediately and I needed to wait 30 days. They say the refund was processed on April 14/23. On April 19 I received a letter saying they are having issues and the refund will be process within the week. After numerous calls to the only number that seems to work I still am not able to talk to anyone in the finance. How do I get to be able to contact someone at Flair in the Finance department.

  Business Response

  Date: 28/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: 19990240
  
  
  
  I am rejecting this response because: Flair Air has not deposited the money back on to my credit card.   When I contact the finance department their response is that the money could take up to another 30 days before I receive the fund.   I have requested many times to talk to someone in the finance depart and am told they do not take phone calls.  I have been hung up on on two different occasion and was also told that I had to contact my own bank to get the money from my bank as they are holding the funds.  Each time I call I get a different response.   The money was to be refunded March 14/23 and as of today it is still not in my account.  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 02/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 02/05/2023

  
  
  Complaint: 19990240
  
  
  
  I am rejecting this response because: thank you for your response but you still have not told me when the money will be refunded to me.  When I made to payment via my credit card the payment was taken immediately and now for a refund I have to wait 50+ days.   Are you going to pay me interest for the use of my money?  My credit card charges 19% !   I will be expecting some type of compensation for this delay.  Part of what makes me so angry is that I have not been able to speak to anyone directly about this matter.  The group of operators answering your phone calls have not been helpful and after many hours on hold to be hung up on numerous times is very frustrating. 
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:27/04/2023

  Type:Service or Repair 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.

  Flair airlines did not provide a refund for a cancelled flight. **** ** *********** ****** ****** *** ******* ***********  They issued the refund on paper on March 27, 2023 (as attached) but never actually wired the money.
  The original credit card payment was done by ******** ***********. The refund should have been made to her credit card.
  On chat @ Flair website, first they said that wire was done & then that there was a mistake & wire was not done. This is Flair Airlines' obligation to return money for a cancelled flight & they never did it. It obviously was not a mistake but their intentional policy. Please help us with this.

  Business Response

  Date: 28/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: 19989846
  
  
  
  I am rejecting this response because:

  Refund from Flair Airlines to the original method of payment has not been received by ******** ***********.

  Please see printscreen of her bank statement attached.

  KIndly check if wire transfer was actually made.  I see only that a decision to made a refund was made.

  Please provide proof of wire tranfer from a bank.  The attached letter is not proof of an actual refund made through a bank.

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

  Business Response

  Date: 02/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: 19989846
  
  
  
  I am rejecting this response because of the following:

  You company canceled the
  flight and now refuses to return the money. 
  You e-mail shows that refund
  document was issued with no intent for payment.
  This is a fraudulent activity.
  
  I am submitting an air travel
  complaint to CTA.
  Hope my application will be
  one of the steps to help revoke your company’s license to operate in Canada.
  I am also preparing documents
  for small court application & looking for class action options against
  Flair Airline.

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

• Initial Complaint

  Date:27/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My flight with Flair Airlines was cancelled by the airline on March 31, and they put me on another flight with different travel dates that I could not accommodate. I cancelled the flight on April 2, and was told a credit of $324.82 had been refunded to my credit card. I have yet to see this amount, and they first told me for a couple weeks that it was a problem on my end with my bank, and then they said they had a "technical glitch" and the money would be refunded within a week. That still has not happened, and it's been more than a week. I do not trust their promises.

  Business Response

  Date: 27/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 27/04/2023

  
  
  Complaint: 19988770
  
  
  
  I am rejecting this response because: Flair emailed me on April 19th to say that the refund had NOT been processed due to a "technical glitch" on their end. And they assured me it would be back in my account by yesterday, and it is not.
  
  
  
  Sincerely,
  
  ****** ********* ********
  

  Business Response

  Date: 02/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

   

  Customer Answer

  Date: 02/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19988770, and find that this resolution is satisfactory to me.

  The refund was finally credited to my account on Friday, April 28, the day after I filed the complaint with you.
  
  
  
  Sincerely,
  
  ****** ********* ********
  
  

• Initial Complaint

  Date:26/04/2023

  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 purchased a ticket yesterday and due to auto fill had the wrong last name (my maiden not married). I immediately tried to change it online and for some reason cancelled my flight. I was charged for this so contacted the company to ask if they could help me re book my flight and provide credits of the money I just lost towards my new purchase. The person I spoke to who reluctantly shared his name **** **** who said there was nothing he could do and then started cutting me off speaking over me when I asked if someone could help. He was so rude to me I asked to speak to his supervisor and he refused and said “In his head” it didn’t make sense why I needed to speak to his supervisor. That he and his supervisor have the same training and I wouldn’t get a different answer. He repeatedly spoke over me and repeated himself in a robotic manner. I was very dissatisfied with this service for a simple mistake. I would have re booked with them immediately and was hoping for a better resolution.
  
  This occurred yesterday April 25th in the evening after waiting on hold for 1.5 hours

  Business Response

  Date: 27/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:25/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked Flights on Jan 25, 23; **** was charged same day. $647.44. *********** ******** Flair notified us on Apr 4, 23 that the route was cancelled and to send an email for a full refund, which I did on the same day. Apr 8, 23 Flair notified that a credit was issued for $647.44 and to allow 7-10 business days. On Apr 19, 23 Flair emailed stating that they had a glitch in their system and that the credit would be applied to the credit card "within the week". Apr 25, 23 I called C.S. ************ spoke to **** who spoke to their Finance Dept and now it will take 30 business days (May 19) before it is put back on my ****. It has been reported in the news that Flair is having financial problems and I am concerned that they are using this as a tactic not to reimburse customers. We even purchased their TravelFLEX insurance! Please let me know if you need any further information.

  Business Response

  Date: 27/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 27/04/2023

  
  
  Complaint: 19980855
  
  
  
  I am rejecting this response because:  Yes, Flair said they processed a credit for $647.44 for the flight they canceled, HOWEVER they have not sent the credit to our ****.  As previously mentioned, they first said it would be 7-10 days, then it was to be done "within the week" and on Apr 25th Customer Service Rep stated he was told by his Finance Dept that the credit will not be processed for 30 business days (May 19th).

  I want the credit applied to my **** now.

  ***, Thank you for all your support in helping us resolve this matter.
  
  
  
  Sincerely,
  
  
  
  ****** *******

  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

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19980855, and can see that the credit has been applied on my **** card, therefore I find that this resolution is satisfactory to me.

  Greatly appreciate your support!
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:24/04/2023

  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.

  Booked flights on Feb 27, reservation number 462CVF, 7/10 (f8678)depart, 7/17 (f8679return,
  Booked stays, applied vacation and approved by my boss, moved all the appointment out of that time frame.
  
  Got notice on Apr 16 that my flights cancelled and booked me to the flights on 7/11 depart and 7/18 return without even ask me.
  Connected to their support on Apr 18th and asked if they can keep the original dates of the flights as I had booked everything and will cost me extra if I reschedule them, they said no other options, either refund or get another rebook free. I asked for compensation for any extra cost may occur for the change, they suggested me to email *************************.
  I tried that but got bounced as there is no such email address. connected back again and got another address ************************, got their so called IROPs but they said it is resolved with no other suggestion.
  
  No where to submit my claim.

  Business Response

  Date: 27/04/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines

  Customer Answer

  Date: 27/04/2023

  
  
  Complaint: 19973678
  
  
  
  I am rejecting this response because: it is not me that changed my booking or requested the change, it is you that did that under your own control. airlines changed customer booking is the side to provide compensation.

  Also, about rebooking or cancellation, you are telling a totally different story to the one when I chatted with your ambassador as screenshot I took attached.

   

  
  
  
  Sincerely,
  
  
  
  *** **

  Business Response

  Date: 01/05/2023

  Good day ***,

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

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 02/05/2023

  
  
  Complaint: 19973678
  
  
  
  I am rejecting this response because:

  I was seeking compensation because the airline changed my flight schedule and caused me inconvenience and extra cost on my side to reschedule my trip while all the response came back from the airline were either not consistent or nothing tackle my request. 
  
  
  
  Sincerely,
  
  
  
  *** **

• Initial Complaint

  Date:23/04/2023

  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.

  Hello,
  
  May I please request my money back for an unfair personal item charge on the April 21st , 2023, flight from Toronto to Calgary at 12: 35 pm Toronto Time ?
  
  I flew with my personal item for free from Calgary on April 13th and no charge.
  
  When I flew back from Toronto, I was charged by ******** 77.97 CAD.
  
  This is absolutely unacceptable and against the policies and rules of the trip.
  
  Please, let me know how you can help!
  
  Thank you for your attention !
  ****** ***** ************

  Business Response

  Date: 27/04/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines

  Customer Answer

  Date: 27/04/2023

  
  
  Complaint: 19973122
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****