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: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,
  
  
  
  ******* ***

• Initial Complaint

  Date:17/04/2023

  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.

  A flight was booked March 8, 2023 and paid for by credit card
  March 15, 2023 Flair Airlines cancelled the flight an hour before departure
  A refund was requested, The Airlines did provide a meal voucher, and a room for the night. As we live near the Kitchener-Waterloo airport the room was not needed.
  Flair said in an email that they refunded the flight amount, which has not been placed back to my credit card.
  Flair Airlines when called place you in a queue to return the call, no call back for a week now. When sending requests Flair refuses to answer where this credit is as it is not on my account. The person I was travelling with has received their credit back onto their credit card. The refund policy is over 30 days now with no results.

  Business Response

  Date: 18/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 18/04/2023

  
  
  Complaint: 19947040
  
  
  
  I am rejecting this response because: I have been in contact with my credit card company and to date a refund has not been made to my account for 446.90  The person I was travelling with has already received their refund 3 weeks ago.  I have asked Flair where this refund was sent to and no response.  ********** has confirmed that NO  REFUND has been issued to myself.  The refund process is over 30 days old.
  
  
  
  Sincerely,
  
  ***** ********
  

  Business Response

  Date: 24/04/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines

• Initial Complaint

  Date:16/04/2023

  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.

  We were suppose to fly out of Ft Lauderdale April 12, but due to the extreme flooding the flight was canceled. Flair booked us on a flight for April 24 (12 days later, even though they had a flight on April 14). We have a 2 year old and were stuck there as no hotels were available. The airline did nothing to help us get on another flight. In fact they have still not contacted us after we have left many messages. We were forced to find another way home on ******* 2 days later and we feel Flair should be held responsible for our flight charges as they abandoned our family there. This airline should have some accountability for their inactions and poor customer service. They left a family in a location during a emergency situation, with no support and expected us to flip the bill for an almost 2 week extension as we wait for April 24.

  Business Response

  Date: 17/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:15/04/2023

  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.

  Our flight was cancelled on March 11, 2023 from Sanford Orlando to Kitchener Waterloo. We were notified just as we were getting to the airport. We were offered another flight home on Tuesday, or we could book our own flight home sooner. It was necessary for me to get home to get to work on Monday. I quickly booked a flight that was leaving later that day, but had to fly into Toronto, so I had to also get from Toronto to K-W where my vehicle was. On March 12, 2023, I sent in my receipt for the alternative flight and received notification that I would receive re-imbursement within 30 days. On March 20, 2023 I received an email asking for my receipts for the flight which I responded that they had already been submitted on March 12, 2023. On March 20, 2023 I was told to "kindly wait 7 business days as my request had been sent to the Finance Department". After emailing again on March 29, 2023 I was told that I would receive 2 emails within 7 - 10 days to give me instructions on how to receive my re-imbursement. I emailed again on April 10, 2023 and again was told that I would receive 2 emails within 7-10 business days to give me instructions on how to receive my re-imbursement. After emailing again, today April 15th I was told that they had re-submitted another request to the Finance Department and I would receive 2 emails in the next 30 days to give me instructions on how to receive my re-imbursement. We have phoned customer support twice and have been put on hold for hours at a time and just being told to email "compensation" again. I have asked for our flight $655.24 +$80 mileage (total $ 735.24) for our son to pick us up as he had to drive from Goderich, Ontario to Toronto. It is really hard to believe that I will ever receive any compensation!

  Business Response

  Date: 17/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:15/04/2023

  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 scheduled a round trip and upgraded my seat for my return flight ************ ****** ******* scheduled April 7th 2023.
  
  I have a receipt providing proof of the upgrade from a middle seat to window seat and purchase.
  Funds in the amount of 20.99 were pulled from my account.
  
  Upon checking in, I was informed that the seat purchase had not gone through. I countered with proof of the receipt (5F - see attachment). The agent contacted flair in which they informed that seat 5F was already occupied. The agent advised I needed to call Flair directly to receive a refund.
  I’ve tried countless times and ways to connect with someone.
  
  I’d like the refund I am entitled to immediately.

  Business Response

  Date: 17/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 17/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19939800, and find that this resolution is satisfactory to me should I receive the refunded amount by May 17, 2023
  
  
  
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:14/04/2023

  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.

  Cancellation of flight. Interferes with my life. Causing me more stress which is the opposite of what a vacation is suppose to be.

  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: 19937431
  
  
  
  I am rejecting this response because:

  Here is my last flight details that were sent me.

   

   

  I had appointments and meetings for Saturday April 15 @ 11:30 am. I was offered no other option to get home. I had to hire someone to drive me to Edmonton from Kelowna. A 11 hour drive as a rental car would have been over $600 plus gas. There were no other flight leaving that day. I arrived in Edmonton at 2:30 am. Had to drive home to Valleyview still. Then with no sleep had to go to my District meeting in Maclennon. 
  

  I have a son with special needs I had to make arrangements for. I disrupted several friends life a with the changes for pick up times. I have been in line for a call back since 2:30 pm on a Friday April 14 on the phone.  I just called again this morning April 19. And it tells me I am still in line for a call back. That has been 4 days!!!
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 24/04/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: 19937431
  
  
  
  I am rejecting this response because:

  If I could talk to someone on the phone it would have been better and I could have cancelled the flight for the next day  I am still on hold for a call back since that Friday April 14, 2023 at 2:25 pm  I call the number and it still tells me as of today April 25, 2023 that I am still in line for a call back  

  I still want reimbursement for the flight  

  I understand about the weather  but I have obligations as well  

  rather than just rebooking they should have called me  because you can never get anyone on the phone  for my travel down it took 18 hours to get a call back  

  this time has been 11days so far!!!  I want my flight reimbursed  

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

  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: 19937431
  
  
  
  I am rejecting this response because:
  
  So are you saying I am or am not getting my flight reimbursed? Or am I just getting a credit for it?  I tried to go online to cancel as well as I did try to print my boarding pass and it wasn’t working. I am still in line for a Call back. It is now 14 days for a return call. 
   
  
  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: 02/05/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19937431, and find that this resolution is satisfactory to me.
  
  

  Thank you. Can you please remove me from the queue for waiting for a call back. As I will not be able to call at all until this is done. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:14/04/2023

  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.

  Hello,
  I cancelled a flight with Flair Airlines within the 24 hour policy window. A full refund was supposedly issued to me on March 13th, 2023. I was told by the Airline that the refund would be processed within a MAXIMUM of 30 calendar days. Following the 30 day mark, I have not yet received my refund and my bank has confirmed there is no trace of a refund from Flair. They find this highly suspicious and have opened an investigation to dispute the charge.
  
  I have attempted to reach out to Flair via their chatbot service, and several times with their Refunds department via email. Each time my concern is not addressed and I am told the same generic message that my refund was issued (it has not been, as confirmed by my bank).
  
  There is a lack of accountability and responsibility. I have never experienced this lack of customer service from a merchant.
  
  I am owed $290.96 from the airline and I hope my bank will resolve the issue because I have no trust that the airline will.

  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: 19935714
  
  
  
  I am rejecting this response because:

  My bank has confirmed with 100% certainty that a refund has never been issued to the alleged credit card. It has now been 37 days my refund was allegedly issue and the bank has no trace of any refund at any point from Flair. They have opened their own investigation to dispute the charge and lack of refund. 

  Given Flair's lack of transparency and the multitude of unresolved refund requests, it is clear that Flair cannot manage their refund process. 

  I do not accept your response and I sincerely hope my bank can resolve this issue as I have no trust in Flair and their governance at this point. 

  37 days later I am still waiting for my refund. Please escalate this request and release the refund to the bank.

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

  Business Response

  Date: 24/04/2023

  Good day ***,

  We have attached proof of refund for this passenger.

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 24/04/2023

  
  
  Complaint: 19935714
  
  
  
  I am rejecting this response because of the emails I received below from Flair customer experience:

   

  Dear Valued Customer,
  This email is related to a recent refund you requested for a cancelled Flair Airlines booking.
  Upon review, we found a technical glitch with our payment system and were able to fix the issue. 

  Please be advised that there is a system communication error with some of our refunds in our payment system. Our finance team is trying to rectify the issue with the bank. The bank will refund everyone affected by that error. The refund has been processed by Finance.

   

  It took 15+ emails to Flair, several attempts with the online chat, an investigation with my bank, plus a report to the ****** ******** ****** to receive a response that reveals it was a mistake on Flair's end. I have not yet received my refund and I will continue to follow-up and investigate Flair until the refund has been received. It has now been 42 days since the alleged refund.

  
  
  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:14/04/2023

  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.

  On March 13, 2023, I flew on a Flair Airlines aircraft from Winnipeg to Toronto.
  The flight was delayed from Winnipeg to Toronto.
  Upon arrival at the Toronto airport, I received my suitcase in a large plastic bag. I arrived at night, very tired.
  My suitcase was searched without informing me.
  I will not argue, if there are such rules, then I do not mind.
  But they returned the suitcase to me with a broken lock and a broken zipper. This means I need to either repair the suitcase or buy a new one.
  Moreover, one of my shoes was missing from the suitcase.
  The boots are not new, but I have worn them and have not yet planned to throw them away.
  I wrote a complaint to the company. They told me that I can buy a suitcase and they will pay me up to $ 170.
  I ordered a suitcase, sent a receipt, but one month has passed and I have not received anything from this company!!!
  Three weeks ago I received a letter regarding my boot, where it was said that the boots were not declared, so the company is not responsible for the things in the suitcase.
  I have been flying all my life with different companies, but I have never heard that I have to declare things such as boots, shorts and socks that are in my suitcase.
  Maybe you can help me.

  Business Response

  Date: 18/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

   

• Initial Complaint

  Date:13/04/2023

  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 booked my round trip flight with Flair March 1, 2022 from Edmonton AB October 20, to Vancouver BC, return October 22. I received an email from Flair on April 06, changing my flight time on my return flight from Vancouver to 8:55 a.m. from 12:30 p.m. I contacted Flair and stated that time they changed to does not work for me, I requested a later fly out time (13:55 p.m. which was posted on their flight page). I received an "updated" itinerary, but they changed my fly out time from Edmonton on the 20th to 13:55 p.m. not Vancouver! I contacted them again and stated they made the incorrect change and explained AGAIN, I wanted them to change the time they changed on me! I received another email saying they reviewed my requested changes, they are completed, this is being marked as resolved. I responded again, with no this has not been resolved and again repeated my very simple request.. received the same email. Today, April 13, I cancelled my tickets as they never fixed my flight times! Then I was charged over $39 per flight (total $78) for cancelling 6 months in advance because of their stupidity. I am attaching proof of email they sent, changing my flight, "updated" itinerary after I requested it be fixed (showing they changed edmonton not Vancouver), credit card charge for cancellation, emails between Flair and I are also available. Horrible, horrible experience.

  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: 24/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19931644, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ***** *****
  

• Initial Complaint

  Date:12/04/2023

  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 writing to express my extreme disappointment and frustration with the services provided by Flair Airlines. I recently booked a flight with your airline and was looking to cancel it four days (flight was on April 9th and I was looking to cancel on April 6th) prior to my scheduled departure. However, I was unable to access my booking through your website despite entering my reservation code and last name correctly. I kept receiving an error message that there was no flight eligible for my reservation, even though I clearly had one.
  
  After several failed attempts, I tried contacting your customer service department through the chatbox on your website. However, I did not receive any response for days. I also tried calling your customer service hotline multiple times, but no representative ever got back to me. Additionally, I emailed your customer service team but received no response either.
  
  I purchased insurance with the expectation that it would cover any cancellations, but unfortunately, due to the errors on your website, I was unable to cancel my flight. I even attempted to use the option to cancel by typing "confirmed," but it repeatedly gave me an error message.
  
  To add insult to injury, I now have another reservation with your airline and the same issue is occurring. I have screenshots and proof that your website is not working correctly, and I have been unable to change the date on my flight. This is not a fault on my end but a clear sign of unprofessionalism and lies from your company.
  
  I demand a full refund for my canceled flight, as well as a resolution to my current booking issue. If this matter is not resolved satisfactorily, I will have no other option but to take legal action against your company. I hope that we can resolve this issue amicably and promptly.
  
  My past reservation code was: ****** under the last name **.
  
  My current reservation code is : ****** under the last name **.
  
  Sincerely,
  ***** **
   

  Business Response

  Date: 12/04/2023

  Good day ***,

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

  Regards,

  Regulatory Regulations

  Flair Airlines