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Business Profile

Airlines

Flair Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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Flair Airlines has 2 locations, listed below.

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    Customer Complaints Summary

    • 576 total complaints in the last 3 years.
    • 84 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/03/2023

      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.
      On March 12th, 2023, I arrived over an hour and a half early at the airport for my flight to Toronto. It cost $34 to get to the airport in my ****. Security was backed up and an agent from a different airline kept calling out flights and moving those people to the front of the line, in front of me. When I asked about my flight and told him I wouldn’t make it if he kept letting people in front of me, his response was that he worked for westjet and couldn’t help me. It took a whole hour and a half just to get down a corridor and into a room where the line continued. When I realized that I was going to miss my flight I tried calling Flair Air, it took well over three hours for a call back. I had flight insurance but neither customer service agent seemed to care and said that it’s policy not to give a refund or new flight if you’re not three hours early, which is a suggestion from the airline but it’s not stated that being 3 hours early is mandatory. I would have made it on my flight had it not been for the lack of representation from flair and the poor organization and ignorance of airport staff and security. The cab home cost $50. I had to book another last minute flight costing $510, including seat and bags.

      Business Response

      Date: 14/03/2023

      Good day ***,

      We have reviewed the passenger's  complaint. Please find attached Flair's resolution.

      Regulatory Regulations

      Flair Airlines

    • Initial Complaint

      Date:12/03/2023

      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.
      ******* ****** ******* Date of transaction March5,2023
      I did all the check in online, paid all 2 checked bags and 4 carry-on online.
      When I wanted to drop off my checked bags, the agent said that my reservation did not exist!!!???
      Then she finally said it was because I had not paid one bag, and forcefully requested me to give her my credit card or she would not take my checked bags.
      I handed it to her then she charged an extra 27$. I told her I had all my check-in, boarding passes, and HAD ALREADY paid for all the bags.
      She said to contact Flair for a refund after the flight and that was all she could do.
      I am seeking a refund of 27$ as a resolution.

      Business Response

      Date: 14/03/2023

      Good day ***,

      We have reviewed this passenger's complaint. see attached Flair's position

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 24/03/2023



      Complaint: 19586872



      I am rejecting this response because:

      The delay to process the refund is too long, thus extending beyond the 10 day limit to respond to the business. Many past customers have waited over 30 days without refund by the business. As of this morning, the refund I am requesting has not been processed.



      Sincerely,



      ***** ******

      Business Response

      Date: 24/03/2023

      Good day ***,

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

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:10/03/2023

      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.
      Flair airlines delayed our flight on two occasions, departure and return, for myself, two kids, and wife. The delay was over 3 hours each time. And according to Air Passenger Protection laws, they owe compensation of $125 per person per delay.

      This happened in Dec 2022, and again in Jan 2023. I've emailed and called them multiple times and still haven't received any refund or cheque.

      Business Response

      Date: 14/03/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's resolution

      Regards,

       

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 14/03/2023



      Complaint: 19580577



      I am rejecting this response because: 

       

      Hello, my reservation *******

       

      Both departure and arrival flights were delayed longer than 3 hours, less than 6 hours.

       

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



      Sincerely,

      **** ****

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

      Business Response

      Date: 23/03/2023

      Good day ***,

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

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:10/03/2023

      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.
      I booked a flight with this airline .The night before my flight , I noticed an error on my itinerary. I tried to call customer service and no one answered . I was speaking to 2 agents to Change my flight AT SAME TIME. Both agents quoted 2 different prices . One quoted 630 and the other quoted 380 AT SAME time. I told the agent that quoted 630 to not proceed , she responded with “too late, I already changed it .” I told her the other agent quoted 380 at same time , she said “you should have gone with them then”. I specifically said please don’t change it, she repeats I already did . I have pictures of this. At the same time, I am checking online and it’s 240 flight difference . She then proceeds to tell me that it’s already changed and I owe 630 . She then sends me an itinerary. I get to the airport and the check in does not have me on the flight. She calls customer service who says it’s 600 dollars to change my flight and they can’t find my flight . At this time, have no option but to pay it or I can’t travel. I ask to speak to customer service, she refuses. I explain the situation and show her my itinerary and the 600 dollars I paid the night before, she responds that she can’t do anything and customer service refuses to speak to me . The agent (supervisor) at the counter refused to look at my itinerary, refused to look at my conversation with the agent from the night before. She says “you either pay 600 dollars or you can’t travel “. I asked her if I would get a refund or travel credit, if I refused to pay another 600 dollars. She responded she doesn’t know and I am delaying the flight boarding . At this point I have no choice but to pay again, so i agreed , she passes me the visa machine and it’s now 640. I asked why since she already quoted me 600, she responds “I don’t know , ma’am , you are delaying the flight” . I paid 1400 dollars for a flight that was advertised at 430. Please attached photos of conversations with the 2 agents , audio of agent at airport.

      Business Response

      Date: 14/03/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's resolution

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 14/03/2023



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



      I have reviewed the response made by the business in reference to complaint ID 19579194, and find that this resolution is s

       

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

      ******* **** ** *** ***** ******* *****
      ******* **** **
      ***** ***********
      ********** ***** ******
      *************** **
      ******** ******
      Departure Airport: Fll
      Arrival Airport: Ykf
      Flight Reason: flight delay
      Flight Reason outcome: i was rebooked
      Departure Date: 12/03/2023
      ***** ****** ******* *****
      *********** ******* ******



      Sincerely,



      ***** *****

      Business Response

      Date: 20/03/2023

      Good day ***,

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

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 21/03/2023



      Complaint: 19579194



      I am rejecting this response because:



      Sincerely,



      ***** *****

      Please note that I have received multiple text messages and emails from the airline stating that the flight was cancelled due to not having enough crew and the crew not being able to board in time . This happened 3 times . This is not a safety issue rather poor, planning on the airlines part.

      Please note that I was not only delayed once, my flight was delayed three times and I had to pay for extra hotels.

      Please see the attached response from the airline.

      Please note that the airline was delayed three times costing me about 48 hours of work. Flair’s CEO said that their airplane was seized at the airport in Waterloo on the weekend I was travelling. He also noted that passengers who have been affected by those will be compensated.

      Flair’s also states there above nine hours delay passengers are allowed to compensation of about 250. 

      Please see the attached email, that I received from the airline.

      By law, this long of a delay should be compensated, at least partially, if not fully.

      Business Response

      Date: 22/03/2023

      Good day ***,

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

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 22/03/2023



      Complaint: 19579194



      I am rejecting this response because:



      Sincerely,



      ***** *****

      The message I received clearly says repeatedly that this is due to a crew delay .
      It doesn’t make sense that I would get a message and others would get something different .
      Furthermore , the flight was delayed 3 times , not once . So if it was a maintenance issue with one aircraft , your response would make sense .

      However , the email that I received three times delaying me 3 times says it was a “ Our aircraft has been delayed in Fort Lauderdale (FLL) due to late arrival of the crew on the previous flight within airline's control”.

       

       

      This cost me multiple trips to the airport and extra hotel 

      Please see attached email that I received from flair . 

       

      As per your website and airline regulations, I am entitled to entitled to compensation for this 48 hr delay . 

       

      Let’s be honest this is due to your flights being seized and your ceo public statement states that people will be compensated 

      Please read what you emailed me above . It’s insufficient to respond to me based on what you allegedly emailed others 

       

    • Initial Complaint

      Date:02/03/2023

      Type:Billing 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 my Flair reservation ******, I am seeking a refund of $16.95 ($15 plus tax) and a confirmation that I have already paid the $30 balance.

      I paid the balance of $46.95 at the airport prior to boarding on Feb 27, 2023. The Flair agent at the airport confirmed that the payment was for the balance on the reservation since I changed my flight. I dispute the charge of $16.95 for the call centre fee since I was already previously told (on Flair's chat) that Flair would remove the charge because their website was not working to change the flight. The agent did not understand, so I paid it anyways.

      Now, Flair is saying they waived the $16.95 fee but I still owe $30. They said that the payment I made at the airport was an airport check-in fee. They sent me a receipt I have never seen. I believe they categorized the payment of $46.95 as an airport check-in fee in error. First, even if I had to pay an airport check-in fee, the fee is $25 according to Flair's website. Second, I checked in at the airport because the webpage for that was also not working. I called to check-in but they told me to do it at the airport at no charge. Third, as I previously mentioned, the Flair agent at the airport also told me the $46.95 was the balance on the reservation. He never said anything about a check-in fee.

      Business Response

      Date: 03/03/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's resolution.

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 03/03/2023



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



      I have reviewed the response made by the business in reference to complaint ID 19528452, and find that this resolution is satisfactory to me.




      Sincerely,

      ****** **
    • Initial Complaint

      Date:02/03/2023

      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.
      Hi,
      *** I have flight with flair airlines on the 23rd February from San fransisco to Edmonton and they cancel my flight when I reached airport and know about this and next flight they don’t have available till 26th or 2nd march and I have to attend a wedding on 25th so I came with another carrier and today again I have flight with flair airlines on 2nd march from Edmonton to San fransisco and I went to do all the security checkin and then all of sudden told by security person that flight for today have been canceled so please help me get my full refund and reimbursement from flair airlines as it’s so much waste of my time and money I have spend more than $700 with another carrier if you want I can provide you receipts for my trip with another carrier. I want my full refund from flair airlines and I want reimbursement for my travel expenses.
      hopefully will hear back from you anything else you want to know from me I am glad to answer and provide more information thank you in advance

      Business Response

      Date: 03/03/2023

      Good day ***,

      We have reviewed the passenger's complaint. Please find attached Flair's resolution

      Regulatory Relations

      Flair Airlaines

      Customer Answer

      Date: 04/03/2023



      Complaint: 19526731



      I am rejecting this response because:

      I need my compensation for travel expenses it’s more than which I paid you as I book ticket with you only because it’s direct flight from sfo to Yeg I can other airline ticket for only $50 more but it’s going to Edmonton I have lay over and for return it’s direct but now I spend more than $700 I provide receipts if you want anything els I will give it to you I don’t need apology I need my compensation thank you

       

       

       

       

      Sincerely,

       

       

       

       





      **** ******

      Business Response

      Date: 07/03/2023

      Good day ***,

       

      We have reviewed this passenger's complaint. For Flairs position see attached.

       

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 08/03/2023



      Complaint: 19526731



      I am rejecting this response because:

      I want my compensation for travel expenses I bought tickets with them 2months advance they get just say sorry and leave they have to pay me back 



      Sincerely,



      **** ******

    • Initial Complaint

      Date:28/02/2023

      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 received notification on February 22, 2023 that an authorization without my credit card present was made by Flair Airlines for $486.70.
      I spoke to an agent via text & made a complaint as it was not made by myself.
      They were unable to find a reservation or information with my name or email & didn't resolve my inquiry. Within 24h of making the complaint that this charge was unauthorized, it mysteriously was refunded. Both by Flair Air Kelowna.
      I followed up by text, phone & email for an explanation. All I got was we are happy it was refunded.
      How does a business refunded a transaction if they claim they cannot see a transaction or information with the person's name or email. Further, I never provided any info containing my cc info.
      I've reached out numerous times requesting information on what occurred etc with no response anymore and no explanation as to how it happened, or more so how it was refunded (only after a complaint) without a reservation nor any information showing on their end. They claim no information can be provided because their records show no reservations with my name or email within their system. How does one initiate a refund if no reservation has been found or any info on their system with my name or email?
      The purchase initially showed as Flair Direct but once it posted both the purchase and refund show on my cc as Flair Air Kelowa.

      I've given them 24h to provide a reply, sent by text and email and failing to receive one this matter is being reported to the fraud department of the Ontario Provincial Police.
      My credit card company has canceled my card and already started an investigation.

      Business Response

      Date: 02/03/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's resolution

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 02/03/2023



      Complaint: 19513052



      I am rejecting this response because:

      This was not the initial reply they gave me in both the texting, phone call and email correspondence made with the company and I believe is only being suggested because they have been reported to the ***.  Flair Airlines reply does not address how the transaction occurred in the first place, which I understand could have been done outside their organization but once they were made aware of the situation, the transaction was reversed but they claim to have no reservations under my name and email provided.  Further, how do they reverse a transaction without me ever having provided my credit card information and in addition to that, if they have no reservation or any details on file with regards to my name and or email address it would have been impossible for them to find me in the system and provide a refund for the funds taken out without my authorization.

      Their response to me in our correspondence does not make any sense with regards to the situation or the transactions.  They are not being forthcoming as to what has transpired on their end, furthermore, I have tried to contact them via text and email and they are no longer responding.  Their only reply to me is 'we cannot find you in our system but we are happy to hear you have been refunded'.  That is not an explanation to the situation.

       

      I am at work, but if you require the correspondence with their lack of replies/explanations I can print, scan and attach.

       

      Seeing as they are not willing to provide the explanation as to what has occurred, I do plan to report them as I initially told them I would.  I firmly believe this is internal and they are covering it up.




      Sincerely,



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

      Business Response

      Date: 02/03/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's resolution.

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:27/02/2023

      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 have reached out to Flair Airlines via email and online chat over 6 times with a continual run around asking for the same data,
      Reservation Number:
      Phone #:
      Email Address:
      Date of Birth:
      to reimburse for a seat charge after the airline cancelled the flight.

      At the same time, I continue to ask for a receipt for a separate seat charge of which "they have no record of the charge" after I shared with them a copy of my credit card statement showing the charges, to no avail.

      Both of my experiences occurred within two weeks of one another in January 2023 so I didn't have enough time to learn from the challenges of the first experience to book through another airline for the second flight event.

      The incompetence of either staff, electronic auto-responses, or what have you, have me wanting to go public with the airlines inability to operate respectfully with paying passengers. Please advise people to not use this airline!

      Business Response

      Date: 28/02/2023

      We have reviewed the passenger's complaint . Please find attached Flair's resolution

       

      Regards,

      *******

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 01/03/2023



      Complaint: 19505594



      I am rejecting this response because, although your apology is appreciated and its good if you are taking this information in hand to avoid the frustration of other customers. BUT I am still without a receipt for my seat purchase and the refund for the airline cancelling my flight. Please deliver on those two aspects of my complaint please. 



      Sincerely,



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

      Business Response

      Date: 02/03/2023

      Good day ***,

       

      We have reviewed the passenger's complaint. Please find attached Flair's resolution.

       

      Regards,

      Regulatory Relations

      Flair Airlines

      Customer Answer

      Date: 08/03/2023



      Complaint: 19505594



      I am rejecting this response because: Please see attached for the full refund expected as per my credit card charge/statement AND am I to take the statement as attached to the previous email with no identifying criteria that this charge was incurred by Flair Airlines as an official receipt for tax purposes? 



      Sincerely,



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

      Business Response

      Date: 09/03/2023

      Good day ***,

      We have reviewed this passenger's complaint. See attached Flairs position.

      Regards,

      Regulatory Relations

      Flair Airlines

      *******

      Customer Answer

      Date: 13/03/2023

      Date Sent: 3/10/2023 12:29:06 PM

      Complaint: 19505594

      The $59.00 that you have refunded was from a mistaken charge by Flair as seen by this bank statement. I AM TRYING AGAIN WITH A DIFFERENT SCREEN SHOT WHERE I SEARCH FOR ALL TRANSACTIONS WITH FLAIR AND THIS IS WHAT MY BANK ACCOUNT SHOWS!! I AM ASKING FOR A REFUND FOR JANUARY 27TH!! This Flight ********** * ******* was cancelled by the airline after I purchased my seat at the time of checking in and the seat charges have NOT BEEN REFUNDED. Please end this issue, recognize your error and refund my credit card! Thank you. 


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

      Business Response

      Date: 14/03/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's resolution

      Regulatory Relations

      Flair Airlines

       

    • Initial Complaint

      Date:23/02/2023

      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.
      - In May 2022 I cancelled my flight with Flair Airlines and had a remaining $1400 flight credit.
      - I could only see the total and apply the credit was through logging in on their website with their original reservation number
      -on Feb 23/23 I tried to use my credit to purchase 4 new return tickets for the same passengers
      - I attempted to “add a journey” to the reservation however it was only letting me book one way and was not letting me update our personal info (we needed to passport info now). I called Flair and the agent told me that to apply the credit that I should actually book a new booking, call back and he would apply the credit to a new booking once I got to the “payment options”.
      - I did this new booking and at the payment page, called back to the agent. The 2nd agent now informed me I only had ~$800 credit, and after some confusing explanation she informed me the earlier one-way booking had been charged despite missing the info. It seemed I was charged for “changing” my May 2022 reservation (for which the credit was from). I tried to explain and the agent told me I had agreed/submitted this new flight change already. She then told me to make a new booking for my return flight on their website. When I attempted this, it appeared that I had now instead “changed” this new flight to only my return flight and was again charged for changing my flight. When contacting the agent it was clear my intentions were to book a return flight, however she insisted that these were now changes and had no way of correcting the error nor would she provide me with anyone else to attempt to rectify this error.
      I went from trying to book a return flight for my family with my ~$1400 travel credit, to having only a one-way flight home from Orlando and owing them ~$100. I was charged a $960 non-refundable fee, $470 cancellation fee, and $116 modification fee.
      - this was a technical error from their website, compounded by horrible directions by their customer service agent.

      Business Response

      Date: 24/02/2023

      Good day ***,

      We have reviewed the passenger's complaint . Please find attached Flair's position.

      Regards,

      *******

      Regulatory Relations

      Flair Airlines

    • Initial Complaint

      Date:22/02/2023

      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.
      There are 2 issues here. We had purchased a return ticket to fly from Kitchener/Waterloo to FT.
      Lauderdale. This reservation ****** had three travelers on it. Here is what happened.

      Issue #1
      Flair Flight Delay due to crew issues not safety issue at all. Flight F8522 was scheduled to depart
      Kitchener-Waterloo airport at 8:20am but did not depart until 2:20pm making it 6hrs delayed.
      ************************************************This info can be traced on any 3rd party flight
      tracking website as Flair website does not reflect the correct info. There was a airline crew issue
      that had caused this delay that was confirmed over PA system by the Pilot himself and also the
      airline staff at the airport. However, airline customer service denied our request to compensate us
      for a delay citing that it was a safety issue but it was clearly false. This delay information can be
      confirmed by Flair crew and Management rather then the customer service staff who were told to
      give this info to all customers to avoid paying compensation that each passenger is entitled
      to.

      Issue # 2 Flair Cancelling the return reservations leaving passengers stranded and had to
      purchase a new one way ticket.1. Passenger1 (He wasn't able to fly due to
      issues with US Border Services on the airline system and was asked to leave the airport which he
      did and promised a full refund)2. Passenger 2 (Took the flight to FLL)3. Passenger 3
      (Took the flight to FLL)Flair airline in error then cancelled the complete reservation which was
      only supposed to be done for Mr. ****** only and not for the other two passengers. We were told
      it was done in error but we had to purchase separate one way tickets on the same scheduled flight
      for $302.08 each. Now Flair is also refusing to refund this and not accepting this as an error made
      by them. We are requesting a full refund for our new one way ticket purchase as well as compensation for a flight delay according to CTA guidelines.

      Business Response

      Date: 23/02/2023

      We have reviewed the passenger's complaint. Please find attached Flair's position.

      regards,

      *******

      regulatory relations

      Flair Airlines

      Customer Answer

      Date: 23/02/2023



      Complaint: 19452936



      I am rejecting this response because: This is a wrong reason there was no safety concern as it was cleary announced by the airline staff at the airport and inside the plane that it was due to lack of staff shortage. Also Airline replied that they have no control over other airlines, the one way ticket I had to purchase was for the exact same flight that Flair had cancelled our reservation for not for any other airline. Since Flair had cancelled our return flight from FT. Lauderdale which wasn't supposed to be cancelled for Mr. ****** ***** and Mr. ***** **** we purchased a one way ticket for the exact same return flight F8523 back to Kitchener. I am not sure how to provide proof of the delay but I am sure officials at Kitchener airport can provide much more clear answer. However, for the wrong cancellation of our one way flight the money we had to spend on a new one way ticket $302.08 for each passenger should be refunded as it was done in error by Flair and never initiated by passenger. Only one passenger reservation was supposed to be cancelled but in error Flair cancelled all three reservations, they should have known that myself and Mr. **** had already taken the flight to Ft. Lauderdale and will be coming back on the return flight. I am requesting that Flair provide us with $302.08 refund immediately for each of the two passengers. I've also attached my booking for the one way flight from FT. Lauderdale to Kitchener. Hope this helps. 



      Sincerely,



      ****** *****

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