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:23/04/2023

  Type:Order 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.

  Flair Airlines cancelled my flight home from Toronto, ON on 21-mar-2023. They provided a link for a refund which I requested. I was advised my refund was processed on 21-mar-2023. They claim it can take up to 30 calendar days to received the refund. It's now 23-apr-2023 and i still don't have my money. I've contacted my bank and they show no record of a refund. I've contacted Flair by email about 10 times. The response is always the same;
  
  "Upon review, the refund was already processed last March 21, 2023, or the amount of $193.65.
  
  Please be advised that the refund process will take 30 calendar days.
  Please be advised, some financial institutions will backdate the refund to your purchase date. Please follow up with your financial institution if you haven’t received your refund within the timeframe provided above. If you’ve booked with a third party, please contact them as well to complete the refund on their end."
  
  I've used the Chat on their website a couple times with the same scripted response. I've tried calling but can't get through.

  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: 28/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19972776, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:22/04/2023

  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.

  Complainant's Info: ****** ****** **** ***** ***** ********* ******** *** **** ********************* Business Info: Flair Airlines, ************************** Date of Transaction: August 3rd, 2022
  I need ****** ******** ******'s assistance.
  I flew with Flair Airlines from Ottawa to Calgary on August 3rd, 2022. ** ****** *********** ****** *** ******* I booked the flight because it would land in Calgary early enough to permit driving home over a stretch of highway that closes at 10pm. Our flight leaving Ottawa was delayed multiple times. I realized I would not make it to Calgary before the highway closed and I would not be able to drive home. I called Flair Airlines before departing Ottawa to discuss accommodation expenses I would incur in Calgary. I was told I would receive a hotel and meal voucher to my email within 30 minutes. I never received it. When I called back, the Flair Airlines Compensation department had closed. Therefore, I had to pay for a hotel. I called Flair once they re-opened to inquire about the voucher and my compensation. I was instructed to contact the Compensation Team via email so they can process my payment. The correspondents that ensued was, and still is, an ongoing attempt to deflect the compensation by constantly telling me to extend my patience as the processing team has a backlog of requests. Multiple times I have been given different timelines including, "it will be received in a week", "please check back in 10 business days for an update", "it will be processed in 30 business days". This has continued for almost 9 months as can be seen in the attached email chain. It is clear that Flair are hoping that I will stop trying to collect my compensation if they continue to delay and provide no resolution. Seems like fraudulent activity may be occurring. The compensation should include all expenses I incurred plus accumulating credit card interest at 19.99% pa, plus adjustment for inflation from date of transaction to date of settlement.

  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

  
  
  Complaint: 19970453
  
  
  
  I am rejecting this response because: this is the exact same repetitive response I have been given for the last 9 months. They are clearly trying to deflect the issue long enough in hopes that it will just go away. I would like confirmation of the original amount being compensated plus the additional cumulative fees to date at the rate specified in the original complaint, and a date I will receive the compensation. Lastly, I would like confirmation that In the event that the Flair Airlines fails to pay the agreed sum of money to me by the specified date, Flair Airlines shall be liable to pay a penalty rate of 5% compounded daily of the outstanding balance for each day that the payment remains outstanding, starting from the due date until the date that the payment is received by myself. The penalty rate shall be calculated based on the outstanding balance as of the due date and shall accrue daily until full payment is received by myself. 

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

• Initial Complaint

  Date:21/04/2023

  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 was booked on flight #F8230 from Vancouver to Mexico on Dec 20, 2023. The flight was canceled due to lack of staffing. I had to pay $187.60 to check my bag and I have yet to be refunded for the amount. I have been emailing with Flair since December and they are refusing to refund me.

  Business Response

  Date: 25/04/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: 19966466
  
  
  
  I am rejecting this response because:

  The refund in question is $186 for bags that I had to pay to bring on the flight. The flight never happened and the bags have not been refunded. I have attached a screenshot of my credit cards that shows two out of three refunds have been processed. I am still waiting for the third. 
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/05/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines

  Customer Answer

  Date: 02/05/2023

  
  
  Complaint: 19966466
  
  
  
  I am rejecting this response because: I have been told this will be the outcome since Dec 2022.

  Once I have the money in my account I will close the file. 

  
  I do not trust this company to follow through with what they say. 

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

• Initial Complaint

  Date:21/04/2023

  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.

  We bought our ticket from Vancouver to Calgary in February and when time comes to online check-in now in April we discovered the flight was changed, from 7:55pm to 3:20pm, Yes it was nearly 5hrs EARLIER! Our travel plan just got screwed over. Worst of all the airline never contacted us for the change, and I had to be the one following up to chase them to find out. NEVER will use them again.

  Business Response

  Date: 24/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: 19965223
  
  
  
  I am rejecting this response because:

  Just want to notify the company so they can properly improve on their customer service communication.

  I didn’t receive any prior notification email.  3 of my friends also on the same flight encountered same situation, that they too only found out when online check-in within 24hr prior.  All of us ended up paying much higher ticket price for last minute flight with another company.

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

  Business Response

  Date: 02/05/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:20/04/2023

  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 am trying to make a same-day cancellation. My grandma has been in the hospital and doctors are advising to pull the plug. First I spent over an hour talking to GoToGate and they said only Flair can resolve my issue. I talked to the bot and bot assured me that since I am trying to do a same day cancellation, I can just go ahead and cancel on their website. Not only have I lost money by cancelling, it was added as credit to my "account." I don't even have an account with flair so now my money is just gone. I have now been on call with Flair customer support and no one has even touched the phone. The chat bot seems to think that the talk time for an ambassador is "more than 1 minute" but ive been waiting on that for over 2 hours. I paid ca$568.86 and was credited ca$450.86 on a SAME DAY cancellation. The bot assured me that I was eligible for a full refund and I have not have the pleasure of talking to a human at all. ** ****** ******* ***** ****** *** ********* 

  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

  
  
  Complaint: 19963303
  
  
  
  I am rejecting this response because:

  The flight was basically canceled within 3 hours. My grandma is dying in the hospital and yall took half my money for literally 0 reason. I want all my money back. As both a college student and someone with a grandparents dying in the hospital, Financials is a very tough balancing act and yall are just adding onto it. 

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

• Initial Complaint

  Date:19/04/2023

  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.

  There were 2 travelers on this trip and I’m looking for a refund of
  which I had to pay to rebook my flight on the same day flight F8276 was cancelled, because Flair
  Airline would not rebook or provide any assistance at the time of the flight cancellation. This was
  a business trip which I urgently needed to be at my destination on time. I had to rebook my flight
  on the same day myself, or I would miss the entire work day, with *** ****** at a price of
  $2157.44 for two of us. I would like Flair Airline to reimburse my air tickets with *** ******,
  because they did not help to accommodate their F8276 cancelled flight. I lost 5 hours and the
  inconvenience of having to rebook myself onto another flight. I would have lost more than 9 hours if I waited for Flair to rebook another flight the next day.

  Business Response

  Date: 19/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:19/04/2023

  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.

  My luggage was broken in the flight

  Business Response

  Date: 19/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:18/04/2023

  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,
  
  I bought tickets on Flair airline on Feb 15 and 16th with seat purchase on the 23rd. Total was 1721.22$. On March 15th I happen to check my account with flair and noticed my flights were cancelled. No notice was given to me in regards to this. I then proceed to request a full refund as the cancellation was done and there was no new itinerary that worked for my vacation dates.
  
  ON March 15th I received the email you will see attached stating my refund was processed and i would receive in 7-10 business days. I waited, after this time, I called flair to ask about the refund, was told 30 days. After 30 days I've called back, I was told my refund is proceed, no one can tell me where my money is, my bank does not have the refund. I happen to log into my account a noticed a credit instead of a refund. See attached as proof.
  
  I request the credit to be returned into a credit on my credit card and I'm told it will be another 7-10 business days.
  
  As per the canadian transportation agency and the passenger rights, it is illegal to not provide the refund to the passenger when it's been requested. Therefore I requested it as per my rights. I'm expecting a full refund on my credit card as soon as possible.

  Business Response

  Date: 19/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: 19953655
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** ***** ********
  

• Initial Complaint

  Date:18/04/2023

  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.

  For detailed information please see attachment.
  Date of Transaction: Feb 8, 2023
  Amount of money I paid to Flair: $232.35+$252.03= $484.38
  What the business committed to provide you: Flights between Calgary and Vancouver
  Nature of dispute: Flight canceled by airline without refund.
  Whether or not the business tried to resolve the problem: ** ****** ******* ************ * ****** ******** ********** *************** ****** ******** ********** *************** 

  Business Response

  Date: 19/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: 19953259
  
  
  
  I am rejecting this response because:

  Flair cancelled our flight less than 3 hours before departure time.. NOT us ******** * *******. They re-booked our flight for the next day.. Our entire vacation HINGED on us showing up on the 15th, so we called Flair and told them the following day wouldn't work. They agreed to give us a FULL refund. So charging a cancellation fee on a flight cancelled by Flair and giving us credit for an unreliable airline that I never wish to use again is unacceptable.

  On top of that, I think i should note that the reason these flights were disrupted was because Flair did not pay their bills and 4 plans were seized. Therefore, even if we liked this airline, we have no confidence in recouping our money as credit before they go bankrupt. 

  This disruption, as per my claim described, left us with NO CHOICE other than to drive our truck to Vancouver. We are not going to leave our truck in Vancouver in order to take a totally unnecessary flight. On top of that, both of my parents are having mobility issues, my Mom just had a left knee replacement surgery and my Dad had a stroke. None of them were capable to jump on the plane without our help. I was unable to send them on the plane just by themselves ******** * *******.  On top of that, If they flew, they would be stranded
  in Calgary, with nowhere to go, and be without any help at all,
  and would have to sleep in one of the airports for 12 hours, while we drove
  home to meet them because Flair cancelled our booking ******. Therefore, obviously my parents would drive back with us in our truck. If I could book both flights as one booking i would, but it was not possible. ALL of our inconvenience and cancellation was totally cased by Flair's cancellation on my flight F8289 on March 15th. Please have Flair to re-read my claim. By reading Flair's response, we feel Flair does not care or not putting any effort into understand the situation and trying to solve the issue with consumers. Please review. 

  
  
  
  Sincerely,
  
  *** *****
  
  

  Business Response

  Date: 24/04/2023

  Good day ***,

  We have reviewed this passenger complaint. See attached flairs position and proof of refunds.

  Best regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 24/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19953259, and find that this resolution is satisfactory to me.

  I will watch my credit card statement and make sure the refund hit my account. 

  I appreciate your help in this case. 

  
  
  
  Sincerely,
  
  *** *****
  
  

• Initial Complaint

  Date:18/04/2023

  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 a round trip for three from YYZ - YVR, April 5 - April 9. Flight was cancelled on the day of travel, rebooked to April 9 - April 13 which was unacceptable, we would miss our hotel booking and will not be able to travel on weekdays. We requested to cancel on April 5 through email as instructed, Flair responded that they fully refunded and should be back to my account within 10 days.
  2 weeks has passed and I still haven't received the full refund, I called their support, waited for hours and was told that the refund hasn't been issued, they asked me to wait a month!?
  
  Flair ruined our long weekend family trip and can't even refund in a timely manner. This is totally unacceptable.

  Business Response

  Date: 19/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: 19951528
  
  
  
  I am rejecting this response because:

  The email is requesting my reservation number which is listed in the attachment. I've re-attached the email thread including reservation number******** and the chain of communication. Please provide full refund and proof of refund.
  

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

  Business Response

  Date: 19/04/2023

  Good day ***,

  We have reviewed this passengers complaint. See attached Flairs position and proof of refund as requested.

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 29/04/2023

  
  
  ****** ******** *******
  
  
  The refund showed up on my credit card.
  I have reviewed the response made by the business in reference to complaint ID 19951528, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ******* ***