Complaints

This profile includes complaints for Flair Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Flair Airlines has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:28/03/2023

  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.

  I checked my baggage for a flight on June 22nd from Toronto to Halifax (8RRK97), where my friend was waiting to pick me up. My checked bag was missing when I arrived, I had to find a Flair Agent - and my friend had to leave, so I had no transportation from the airport (I live near Bridgetown, 2 hours away). The agent took my information and said that when my bag was found it would be delivered to me. I bought a bus ticket to get to New Minas.
  The next day, I tried to reach someone by phone or chat support. Both processes were extremely frustrating - I'd be on hold for hours or get disconnected. Agents were rude, or gave me conflicting information. No one would connect me to a live person on the ground in the baggage claims area. I can share email threads as examples. Finally one representative told me my bag was at the airport, and said it would be delivered to me, but I had to PAY for delivery since I lived far from the airport. At this point, I was anxious to get my bag as soon as possible and after all the confusion, I didn't trust them at all. So I drove all the way back to the airport to get it - 4 hours in total of my time.
  I was told by email on June 28th, 2022 (8 months ago) that I'd be reimbursed for 1) My luggage check fee of 66.67. 2) My bus fare from the airport because I missed my ride (41.69). 3) My gas money to and from the airport ($83.00) for a total of 191.36. They requested receipts - I sent them multiple times.
  
  I've not received the refund. When I follow up, I either get a response saying apologizing and to wait a little longer. However, now I am no longer getting responses from them. The last email they sent was December 6th, and nothing since then, despite following up at least 3 times.
  
  This has been the most outrageous and frustrating experience I've ever had with a business. I'd now like to be refunded my entire ticket of 79.00 on top of the other amounts I haven't been reimbursed for, for a total of 270.36.

  Business Response

  Date: 29/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 29/03/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19863576.  I have a question to you before I accept their response. 

  The Flair representative said that I should expect 15 business days for my re-imbursement to process.  However, given the whole situation, my trust in them is obviously shaky.  I am not willing to accept the response until I see proof of the money in my account.  (In other words, I'm worried they're saying this to placate me, and if after 15 days the refund is not in my account, I'll be back to square 1 and the file with you will have already been closed.)  

  So could we please keep this file as OPEN and my acceptance as PENDING UNTIL RECEIPT OF FUNDS?  

  Thanks, 

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

• Initial Complaint

  Date:28/03/2023

  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 Flair Airlines flight from Cancun to Toronto thru Flight Hub 01/15/2023
  ******* * ******
  Travel date - 30/May/2023
  Checked status online - Flight showed as cancelled - 03/27/2023
  No intimation / email / call was received from Flair about cancellation
  Called Flight hub, was told to call Flair and no alternate flight was / solution was offered.
  Called Flair and was unable to get in touch with anyone / no alternate solution / travel was offered.

  Business Response

  Date: 29/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: 19862600
  
  
  
  I am rejecting this response because:

  1. Based on confirmed booking from Flair, Hotels were booked in Cancun for 3 nights (May 27/28/29) and return on May 30th by Flair for @ $1150.00

  2. Flair will be refunding the price of ticket $162.89 per person for the cancelled flight and is offering to reebok the flight.

  3. According to Flair website, the next flight out of Cancun to Toronto is on 02/June/2023 and this will incur additional @ $1150.00 in hotel stay. We are okay to stay longer in Cancun, if Flair is compensating $1150.00 or for additional stay.

  4. To get back our travel plans on track, we have rebooked on other airline for 30/May/2023, but have to pay additional fare for the same. The new fare is $265.40 per person. Booking attached.

  5. That comes out to be additional $205.02 for 2 passengers on this itinerary that we have to pay extra.

  6. Airlines should not be able to absolve from their obligations by putting passengers travel plans at risk, causing financial and emotional loss, cause stress and helplessness and frustrations by their un explained actions.

  7. I don't see any goodwill gesture as well extended by Flair.

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

  Business Response

  Date: 03/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:27/03/2023

  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 20th, my flight was delayed for more than 5 hours. I contacted customer support 5 times to receive compensation for this delay according to their policy and I have not received any response. *********** *******

  Business Response

  Date: 27/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 03/04/2023

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19858054, and find that this resolution is satisfactory to me. I will be waiting for the payment to process.
  
  
  
  Sincerely,
  
  ***** **
  

• Initial Complaint

  Date:25/03/2023

  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.

  I purchased two Flair Airline tickets for myself & wife from Toronto to Orlando (USA) between Jan 22 2023 & Jan 29 2023. I have been in multiple back & forth calls & emails with Flair. So far, Flair has only reimbursed me with $449.15 against a total of $1,578 that I had to spend out of pocket. Attaching all proof.
  
  1) Delayed Luggage:
  
  a) We flew from Toronto to Sanford Orlando and checked in one piece of baggage. At arrival, our checked baggage did not arrive with us. A Property Irregularity Form was completed for the lost luggage & then forwarded to Flair's baggage team.
  
  b) Despite reaching Flair by calls and email to inquire about luggage status and for compensation to cover essentials, Flair did not respond. So we contacted the Canadian Transportation Agency & were advised that the rule is to purchase necessary items until luggage is returned then ask Flair to compensate.
  
  c) On Jan 27th 2023, I got a call from airport staff that our luggage had arrived & it cannot be delivered since Flair does not have courier & to come pick it up asap since there are no guarantees we'll receive it before our return flight.
  
  e) During the 5 days, we spent $970.53 (receipt attached, amounts in USD).
  
  2) Cancelled return flight: Jan 29th 2023
  
  a) 8 hours before our inbound flight, we received email at noon about cancellation & rebooking to another Flair flight 4 days later, due to an issue within Flair's control due to parts shortage.
  
  b) I emailed Flair right after to request another earlier flight even if on another airline & another closeby airport.
  
  b) We waited until 7PM & did not hear back. We tried using Flair's hotel booking system times throughout the day in order to secure an accommodation for the night & the system was not working (screenshots attached)
  
  c) We had to book a hotel for the night & flight for the next day on **** ******** & emailed that to Flair at same time.
  
  d) This issue has us spend $608.40. We also missed a work day (Monday Jan 30th).

  Business Response

  Date: 27/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 31/03/2023

  
  
  Complaint: 19852748
  
  
  
  I am rejecting this response because:

  1) According the the Canadian Air Passenger Protection, my rights regarding delayed luggage states that "For travel on an international itinerary:The airline must compensate you up to approximately $2,350 for items you may need until your baggage is returned to you." Read here: **************************************************************. So your $250 refund is actually not following the regulations and rights set by the industry you operate in.

   

  2) I did not even receive a full refund for the return ticket which I requested for refund when it was delayed 4 days. It's been over two months since the event and I am still waiting.

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

  Business Response

  Date: 04/04/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 04/04/2023

  
  
  Complaint: 19852748
  
  
  
  I am rejecting this response because: even after I provided further information on air passenger rights and that Flair has not paid me the compensation they said they have yet, they just responded with the same copy-paste response that does not add any value... just further frustration. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:21/03/2023

  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.

  I purchased tickets for a flight on Feb 6th and my credit card was charged. I received no notification about my itinerary or booking confirmation but the charge was on my credit card. When I called in yesterday to inquire, they were able to find my reservation but then told me that the outbound and inbound flights were on the same day so I would need to pay the change fee and any additional fees for new flights. The system clearly had an issue at the time of booking, so they insisted that I pay for an issue on their website (extra $200) rather than making the change as a good will for their server issue. They manually sent me the booking confirmation and changed the flight at my expense and were not able to provide any assistance for an issue that their website had.

  Business Response

  Date: 21/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

   

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: 19628302
  
  
  
  I am using this option to respond to Flair's question because I am unsure how to respond. ** *********** *******

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

  Business Response

  Date: 29/03/2023

  Good day ***,

  We have reviewed this passengers complaint. The itenerary for the passengers is attached.

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:20/03/2023

  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.

  My son arrived at LAX yesterday at 6.45 am from Vancouver
  when he arrived, he was directed to collect his golf clubs at the oversize baggage reclaim in Terminal B
  
  He and around 20 others waited there at a locked door with no one to assist them for two hours. each person subsequently left without their luggage.
  he called Flair , I called Flair and he has had absolutely no one give him any response to tell him where his $1400 golf clubs are. We were advised (eventually) to contact the ***** ******************** , we have both emailed and there has been no response . My son is in Los Angeles, he has no clothes and no clubs, he had a golf trip planned and now is unable to enjoy this. Luggage goes missing i get it , but the lack of ability to talk to someone and be helped is absolutely ridiculous and Flair should be ashamed of its lack of customer service. I personally will never fly flair , i have heard too many horror stories.

  Business Response

  Date: 21/03/2023

  Good day ***,

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

  Regulatory Regulations

  Flair Airlines

• Initial Complaint

  Date:19/03/2023

  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.

  The flight is on March 19,2023 from toronto airport to montreal.
  Flight number is *****.
  I want to file a complaint with the airline for agressive and impolite staff the Supervisor who was throwing my ID on me and charge me for carrying on and was menassing to not board me because I asked her name.

  Business Response

  Date: 20/03/2023

  good day ***,

   

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

  Regulatory Relations

  Flair Airlines

  Customer Answer

  Date: 20/03/2023

  
  
  Complaint: 19620435
  
  
  
  I am rejecting this response because:

   

  Your apology is not enough. I want to get a full refund for my tickets because of  this aggressive and threating attitude of your workers. 

   

  1. The agent menassing and threating that she will not let me and my mother to the airplain

   

  2. She asked us to pay for carrying on baggage without any justified reason. The measuring picture clearly showed that my mother bag was eligible to be considered as carry on. Then regardless the employee forced us to pay for it.  ( please see attached the picture). 

   

  My mother is olderly age and because of this attitude received by your employee. She started to panicking and her blood pressure went high that she didnt feel well. 

   

  After mentioning all this points above, just an apology will nt be enough. I want am compensation for all this mess. 

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

• Initial Complaint

  Date:18/03/2023

  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 December 25th I flew from Montreal to Halifax with Flair Airlines, upon arrival in Halifax we we're advised that our luggage was still in Montreal/Lost.
  
  After multiple calls & emails with Flair they were finally able to locate the luggage 1 day before the end of our trip, and could not guarantee that our luggage would arrive before we depart to Montreal again, so we decided to just pick it up in Montreal.
  
  Since we spend the whole trip without our luggage we had to purchase a new suitcase, clothes, hygiene products, ect..
  
  We have been advised by flair that we would receive some sort of compensation for the money we spend, and have been communicating with their team, yet this is still not resolved.

  Business Response

  Date: 20/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:14/03/2023

  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 February 26, 2023, I made a reservation for a flight from Halifax to Montreal for the date of March 15, 2023 at 10:35 AM, and a return flight from Montreal to Halifax on March 22, 2023 at 12:10 PM.
  I was charged $910.90 CAD as per below.
  
  reservation number ******
  fare
  $133.38
  seat assignment
  $150.00
  add-ons
  $256.00
  air traveller security charge
  $42.72
  airport improvement fee
  $210.00
  taxes
  $118.80
  total
  $910.90 CAD
  
  The fare included the TravelFlex option in case of a need to change flight dates or times, with the provision that only fare difference between initial and new flight would be charged.
  
  On March 14, 2023, in anticipation of a storm and potential flight cancellations, I requested a flight change from Wednesday March 15 to Friday March 17, 2023. All details of the flight would remain the same, except the date change. Note that the ************ website would not allow me to enter My Bookings, and I had to request the flight change through the chat box.
  
  The fare for Friday March 17 at 10:35 is of $179.82 for two adults and one child. The Flair agent changed my flight, but adding a fare difference of $904.92. When I pointed out this discrepancy and requested correction, the agent replied that this can not be changed, and that fares are dynamic. Yet at the same time on a separate screen, I could see the fare as $179.82. No explanation whatsoever of the difference.
  
  My initial fare totaled $133.38, minus the seat, luggage airport improvements taxes and other fees. How does changing to a total fare of $178.82 result in $904.92 fare difference?

  Business Response

  Date: 20/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines

• Initial Complaint

  Date:13/03/2023

  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 took flight F8198 from YYZ to PSP ******** ********** *******. The flight was delayed for 7 hours, and we still have not received the $500 that is required per regulations ($250 for each passenger delayed on the flight in for 6 hours).
  
  The return flight F8199 from PSP to YYZ was cancelled ******** ********** *******. Through their official spokesperson, flights that were cancelled on that weekend could seek reimbursement for replacement flights. To get home in order to return to work, we made arrangements through *****, flying out of San Diego. As a result of the change, we had to take an **** to San Diego to get our flight.
  
  We are seeking reimbursement of the following:
  
  F8198
  Delay reimbursement ($500 CAD)
  
  F8199
  **** Ride: $196.01 USD
  ***** Flight Tickets: $790 USD
  ***** Flight Checked Baggage fee: $30

  Business Response

  Date: 14/03/2023

  Good day ***,

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

  Regards,

  Regulatory Relations

  Flair Airlines