Business Profile

Airlines

Flair Airlines

Headquarters

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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

Customer Complaints Summary

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

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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:21/02/2023
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 sent multiple emails and they assured me the credit has gone through.
I have no received a credit back on my visa.
I have never been so frustrated and confused.

All flights were booked by me, ***** ***** ************ for my 96 year old Mother, ********* *** **** (DOB: 06/15/1926)

Need credit for the following flight which was cancelled by FLAIR

December 21, 2022 ***** * ****** *** **** flight from Kitchener,ON to Winnipeg, MB
December 28, 2022 *** **** flight from Winnipeg, MB to Kitchener, ON

Very disappointing not having my 96 year old Mother for Christmas, however we re-booked for December 28th
She arrived safely and I have glowing reports to submit online about the wonderful service she received. I will wait to post until I hear back about my credits.
I have never been so frustrated and confused. I have tried to do this through the chat..... no success.

All flights were booked by me, ***** ***** ************ for my 96 year old Mother, ********* *** **** (DOB: 06/15/1926)

Need credit for the following flight which was cancelled by FLAIR

December 21, 2022 ***** * ****** *** **** flight from Kitchener,ON to Winnipeg, MB
December 28, 2022 *** **** flight from Winnipeg, MB to Kitchener, ON

Very disappointing not having my 96 year old Mother for Christmas, however we re-booked for December 28th
I clicked on Refund flights.

The flight below was the actual itinerary that was successful.

December 28, 2022 ***** ******* *** **** flight from Kitchener,ON to Winnipeg, MB
January 4, 2023 *** **** flight from Winnipeg, MB to Kitchener, ON
She arrived safely and I have glowing reports to submit online about the wonderful service she received. I will wait to post until I hear back about my credits.

HOWEVER, during her stay with me, I got a check in notification on New Years Eve.........?????????? It said that I should check in now for flight from Kitchener to Winnipeg??? It stated that I had a flight booked on January 1st??? I did not book this. It also had a reservation number the same as the original flight that was booked for her! ****** I tried to get through on the phone lines......but, everything was crazy bc it was New Year's Eve. So....I chose to cancel the flight online, because I was not going to be dinged for that whole flight that I did not book, and I wanted you to not expect her on that flight. I don't know what happened there, but I would like full credit for that please.

Please advise the progress on this asap.
Thank you,

***** *****,
************
Business Response
Date: 22/02/2023
Good day ***,
We have reviewed the passenger's complaint. Please find attached Flair's resolution

*******
regulatory relations
Flair Airlines
Initial Complaint
Date:21/02/2023
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.
Baggage was damaged. Was offered compensation once I sent a bill for the repairs. Was unable to find a place to repair this sort of bag. I told them that, but they never responded.
Business Response
Date: 21/02/2023
Good day ***,
We have reviewed the passenger's complaint . Please find attached Flair's resolution.
*******
Regulatory Relations
Flair Airlines
Initial Complaint
Date:20/02/2023
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.
We had a flight today from Halifax to Ottawa. We were in line in sufficient time. They had one employee(who was not very experienced) checking people in. It was extremely slow. Just as we were about to check in they stopped accepting people. There were 40 people’s still in line. They let an employee and their spouse through who were at least 20 people behind us.
We now have to pay $2000 to get home with *** ******.
Their issue is a huge logistics problem. All the staff was at the boarding area, when 2 people should have been at the check in. They are doing nothing about the issue except book us on another flight 4 days from now, at our cost.
It’s absolutely ludicrous. I have heard so many issues with Flair. Can the *** not do something about this incompetence???
They should not be in business
Business Response
Date: 21/02/2023
Good day ***,
We have reviewed the passenger's complaint. Please find attached Flair's resolution.
regards,
*******
Regulatory Relations
Flair Airlines
Customer Answer
Date: 21/02/2023

Complaint: 19434983

Without Prejudice

I am rejecting this response because:
1.You only had one person at the check-in that had to support two flights (one to Toronto/one to Ottawa) and we were all mixed together in the same line at basically the same time. How is a single person supposed to handle that capacity??? I believe both planes were large Boeing 737’s. Do the math
2.All other staff, we were told, were not available to assist when we asked the poor girl to get help. Nor was a manager available when asked for one.
3.This woman was not able to handle all the issues she was faced with, which took an exorbitant amount of time to put certain people through. If you had even added another staff, everyone would have been on their flights. It was a gong show! People were shocked at what had just happened.
4.People who were going to Toronto were let in front of us to make their flight, which left us even more behind in the line.
5.You allowed a Flair staff member and his wife to check-in in front of us after you stopped check-in. He was behind us in line....we would have been next to board. Note: he wasn’t working on this flight.
6.There were a number of people who were left behind….that’s a problem you need to address. Why/how did this happen?
7.You have taken no responsibility with this error in process/procedures. Have you even done a full assessment of what went wrong and where the error/s lie?
8.Given this Performa letter you have just provided to ***, perhaps you need to assess what happened the morning of February 20th in Halifax and do some due diligence. Then respond to my complaint properly. This response does not reflect on any events of that day. Has it even been looked into?
9.All these people who were left without a flight home (people who couldn’t afford to fly another airline at $1000 that day) …maybe you should reflect and reimburse them to some degree, as opposed to taking absolutely no fault.
10.I could go on, but I will leave it in hopes that FLAIR Management reviews this “specific” case, takes some responsibility and makes restitution.
Note: You should also be in line with other airlines “DOMESTIC” flights times. 2 hours before a domestic flight leaves should be sufficed. Especially when your flights are generally 2-3 behind scheduled departure times.

Sincerely,

**** *****
Business Response
Date: 23/02/2023
Good day ***,
We have reviewed the passenger's complaint. Please find attached Flair's position.
*******
Regulatory Relations
Flair Airlines
Customer Answer
Date: 27/02/2023

Complaint: 19434983

I am rejecting this response because:
Your responses are becoming very annoying and sound like a broken record. You have not addressed my questions or offered a refund.
Here's the synopsis of your errors and without prejudice:
You had 2 planes (737's) leaving simultaneously, with 1 staff (inexperienced) handling approximately 400 people at the check-in.
Through your errors, and with Flair not properly manning the check-in area, the customer paid the price in the the end. How is this not your problem??
You have had many issues in the recent past. A few that I know of from friends, flights were completely cancelled after check-in and waiting hours to board with International flights (one due to lack of crew availability) leaving people stranded at the airport. who does that, or is allowed to in this Country.
You should not be getting away with all these issues. I hope the Transportation Agency and Air travel complaints look into your incompetency's.
I would appreciate a manager reviewing my file and to respond.

Sincerely,

**** *****
Initial Complaint
Date:17/02/2023
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.
Flying out at 8am. Arrive at the airport at 6am per documentation request-15 minutes before we are suppose to lair Airlines--Jan 13, 2023 flight to Kelowna gets changed and then cancelled. I manage to rebook for Feb 17 fboard they tell us the flight is cancelled due to staffing issue. I called to rebook--flight at 6pm is full-manage to get 9:20am the next day ( Feb 18). I called Flair to ask about compensation for the trouble in the last month.
I received a voucher for a hotel stay(I live in the city) and a $60.00 meal voucher that has to be used before the 19th of February. I have to be at the airport 3 hours before my flight ( how do I get a meal in before that to use the coupon?) I asked for the $60 value to be refunded to my credit card(told no). Then I asked if I could pick my seat on the flight for Saturday morning and was told I would have to pay for it-they have no way of overriding it. This was all from a phone staff member and then from a supervisor(I asked to speak to a higher authority)
This is not good enough-if they want to keep business going they should be willing to do what they can for their customers--that may or may not stay with them now.
Business Response
Date: 20/02/2023
Good day ***,
Please find attached Flair's resolution

regards,
*******
regulatory relations
Flair Airlines
Initial Complaint
Date:14/02/2023
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.
I booked flights for myself and my family on Dec 27/22. The flights are for May 24-31/23.
I purchased the "big bundle":
"A Big Bundle includes 1 Personal Item, 1 Carry-on Bag, 1 Checked Bag, Priority Boarding and flexibility to change or cancel up to 3 hours before departure."
I now need to cancel these flights, I have called Flair and was told that I cannot cancel, but will only receive a credit, not a refund. I feel the wording of the Big Bundle was misleading, and that I should be provided with a full refund, not a credit.
Business Response
Date: 20/02/2023
Good Day ***,

We apologize for our delayed response. We have reviewed the passenger's complaint . Please find attached Flair's resolution.

Thank you.

Kind regards,
*******
Regulatory Relations
Customer Answer
Date: 23/02/2023

Complaint: 19402912

I am rejecting this response because:
It does not explicitly state anywhere on the booking page that cancellations can only be for credit. Attached is a screenshot of what I saw when booking.
This is misleading, and this information needs to be made apparent and clear when booking.

Sincerely,

****** ******
Business Response
Date: 24/02/2023
We have reviewed the passenger's complaint . Please find attached Flair's position.
Regards,
*******
Regulatory Relations
Flair Airlines
Customer Answer
Date: 28/02/2023

Complaint: 19402912

I am rejecting this response because:

I understand there is no cancellation fee, however nowhere does it state in the booking process that if you cancel, you cannot get a refund.

Sincerely,

****** ******
Initial Complaint
Date:12/02/2023
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.
Jan 25 th i took a flight from kitchener to fort Lauderdale , *********** ****** ****** , and when i arrived my luggage was badly damaged. . I tried to find someone at the Fort Lauderdale from Flair Airlines, and found no one. I then contacted there support chat, several times , and send in a report with pictures and an invoice. A few days later i got some responses, asking me abut certain details, i replied to about 5 of these emails, They said i needed a from to fill out, yet they would never send one . Then they said i should have taken the luggage to a repair shop to get it fixed. I do not have time when on holiday to looking around for a luggage repair place, or have time to wait until it is repaired. So i had to buy one. Th invoice for a new one $95.23 usd , as well i had to take **** to the ******* the **** fare to the nearest ******* was $13.99. usd to get there and $15.90 usd to return . This totals $125.12 usd. equivalent to $167.22 cad . I have been back and forth many tmes over this issue, and i am not getting anywhere. there is no phone number to talk to in the luggage department, and promises to reimbursee me has not happened. I also want reimbursement for the travel time and shopping time of 2 hours. This is $120 of my time . I want total compensation for all of this $287.22 . I offered my phone number but was told , no one calls anyone back , only by email . This is unfair , and i want swift resolution to this . * *** ** ******* ** *************
Business Response
Date: 20/02/2023
Good Day ***,

We apologize for our delayed response. We have reviewed the passenger's . Please find attached Flair's resolution.

Thank you.
Flair Airlines Regulatory Relations

Customer Answer
Date: 20/02/2023

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

I have reviewed the response made by the business in reference to complaint ID 19392785, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:09/02/2023
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.
*** ****
To:
*****************
Cc:
***** ****
,
***** ****

Sat, Jun 4, 2022 at 5:21 PM

This is a request for reimbursement of additional costs incurred by myself, my wife, and my daughter caused by your cancellation of flight 8334 on May 30, 2022.

My wife and daughter are both disabled and the change to your flight on May 31 resulted in hardship for all three of us as we were required to extend our stay at the Fairfield Airport Hotel.

Booking confirmation numbers were:
****** **** ******* ***** **** ******* *** ***** **** ******.

I am claiming compensation for all three passengers for a total of $1,830.41 consisting of:
Lodging $209.19 (1 night for all three passengers);
Suppers $106.22 (1 supper for each of 3 people);
One day of additional parking $15.00; and
Compensation for a delay in arrival at our destination in excess of 9 hours $1,500 (500 for each of three passengers).

Documentation is attached in support of this claim.

Please respond confirming receipt of this message and an estimate of reimbursement date.

*** ****
***** ******** **** ********* *** ******* ** ***** ***
The following agreement was made, but there has yet to be any reimbursement.

On Wed, Sep 28, 2022 at 7:33 PM ******************************************************** wrote:
?

Dear ***,

Thank you so much for confirming the 2 other bookings, please be advised that the total of your reimbursement comes to $1806.22 included food hotel $200 and compensation of $500 each for 3 passengers, unfortunately Flair is not able to covered the rest of expenses.
?

Yours sincerely,

*********
Flair Airlines
Compensation Team
Business Response
Date: 21/02/2023
We have reviewed the passenger's complaint . Please find attached Flair's resolution
Regards,
*******
regulatory relations
Flair Airlines
Customer Answer
Date: 22/02/2023

Complaint: 19374287

I am rejecting this response because:

Flair has made a similar response multiple times since Sept. 28 '22 and has not acted on any payment commitments to date. Two examples follow:

I would like to keep this file open until I can confirm receipt.

Sincerely,

*** ****
Business Response
Date: 23/02/2023
Good day ***,
We have reviewed the passenger's . Please find attached Flair's resolution.
*******
Regulatory Relations
Flair Airlines
Customer Answer
Date: 23/02/2023

Complaint: 19374287

First let me thank *** for their assistance in this matter. My last 3 attempts contacting Flair directly for an update were ignored.

I am rejecting this response because:

This second response (via ***) tells me nothing more than what I have been told on their first, and based on prior numerous assurances both in writing (see prior rejection) and by phone, I have no incentive or desire to close this file until I can confirm receipt of payment.

Sincerely,

*** ****
Initial Complaint
Date:31/01/2023
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.
Date of the transaction: December 21, 2022, 3:19pm
The amount of money you paid the business: $134.40 + $21.00 = $155.40
What the business committed to provide you: a flight from Vancouver to Las Vegas
What the nature of the dispute is: I paid a total of $155.40 during online check-in prior to the flight for baggage and seat selection fees. This was immediately charged to my credit card. But the flight was cancelled just about 5 hours prior to scheduled departure. When I asked for a refund for the $155.40, Flair Airlines committed to pay me the refund in an email dated January 17, 2023 after 1-2 weeks. But they have not refunded me my money.
After 2 weeks of not receiving the refund, I started emailing them. I have already sent about a dozen emails but they never responded.
Business Response
Date: 20/02/2023
Good day,
Re ****** ******** ******** ****** Complaint 18952346
We would like to begin by saying how sorry we are to read of your frustration with Flair Airlines. At Flair we strive to create experiences for our passengers, and we apologize that you did not feel that this was the case for you.
Having had an opportunity to review your complaint, we will be paying you back the fee that you were charged on your personal bag. However, the charges were made at the airport, we need the receipt to be able to complete the refund.
I trust this will help in resolving this issue. Please let us know if we can assist you further.
Sincere regards,
regulatory relations
Flair Airlines

Customer Answer
Date: 21/02/2023

Complaint: 18960560

I am rejecting this response because: the charges were not made at the airport. It was an online check-in and the charges were made and paid online through my credit card 9 hours before the scheduled flight. Therefore, we could not be at the airport at the time the charges were made.

Sincerely,

****** *******
Business Response
Date: 23/02/2023
Good day ***,
We have reviewed the passenger's complaint. Please find attached Flair's position.
*******
Regulatory Relations
Flair Airlines
Customer Answer
Date: 23/02/2023

Complaint: 18960560

I am rejecting this response because: the amount for compensation is short of $125.00. There are 2 passengers so it should be $125.00 @ 2 = $250.00. Then the refund is $155.40 so the total amount that I need to receive after 30 calendar days from February 10, 2023 is $405.40.

When the business messages me with the correct amount and the right date of when I will be receiving the payment, then I will accept their response. And you can close my case.

Thank you for your assistance/support.

Sincerely,

****** *******
Initial Complaint
Date:30/01/2023
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.
They will find a way to rip you off! My online check-in didn't work for the flight back home; I contacted their support and was advised they had an issue and would leave a note so I wouldn't be charged for checking in at the airport. I arrived there 3 hours before my flight, and when I went to the booth, they said my reservation didn't exist. After this pleasant surprise, they finally found my reservation and guess what.? They tried to charge me 50 USD for the two check-ins at the airport; luckily, I had a screenshot. Then, when I was almost ready to get into the security point, they charged my backpack as a carry-on, even though I had a flight from home on the same reservation, not paying. I tried to talk and solve, but no win, and I had to pay 59 USD for my BACKPACK! My backpack fit in all other airlines' personal item spots but didn't fit into theirs, which is highly suspect, right? They charged everyone with more than a wallet (it was the only thing that fit there). When I thought I was finally going back home, another surprise, I have a huge last name, so I ALWAYS had travel using my last name ********, which was never a problem, like, NEVER, even flighting from Vancouver to Las Vegas from FlairAirlines, they decided my name at the ticket (issued at the check-in booth) didn't match my FULL NAME WHICH DOES NOT FIT. I spend almost 15 minutes in front of the gate trying to get into the plane. I had never had so much trouble in an airline company. To be worse, I was charged for my backpack incorrectly and unfairly. I like to have my backpack charge returned to 59 USD.
Business Response
Date: 20/02/2023
Good day,
Re: ****** ******** ****** complaint 18952346
We would like to begin by saying how sorry we are to read of your frustration with flair Airlines. At Flair we strive to create great experiences for our passengers, and we apologize that this wa not the case for you.
Having had an opportunity to review your complaint, we will be paying the fee that you were charged on your personal bag. However, the charges were made at the airport, we need the receipt to be able to complete the refund.
We trust this will help in resolving the issue. Please let us know, however, if we can assist you further.
Sincere regard,
regulatory relations
Initial Complaint
Date:30/01/2023
Type:Billing 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 credit card was charged for an amount that I did not agree to. When I spoke to a customer service representative at Flair Airlines they were not able to explain the charge. I wrote a detailed letter to Flair Airlines requesting clairity on the charge. Two months later, I have had no response
Business Response
Date: 20/02/2023
Good Day ***,

We apologize for our delayed response. We have reviewed the passenger's complaint . Please find attached Flair's resolution.

Thank you.

Kind regards,
*******
Regulatory Relations
Flair Airlines
Customer Answer
Date: 21/02/2023

Complaint: 18950123

I am rejecting this response because:

There were a number of charges to my **** account by Flair airlines that have not been explained. I outlined these charges in my letter to Flair Airlines, but they have not been addressed. In their response to my complaint there is no reference to these charges. If there is a charge (by Flair Airlines) for "No Show" it is not mentioned anywhere (that I can see) on their website; now or when I purchased the ticket.

Sincerely,

**** ****
Business Response
Date: 21/02/2023
Good day ***,
We have reviewed the passenger's complaint . Please find attached Flair's position.

regards,
regulatory relations
Flair Airlines
Customer Answer
Date: 22/02/2023

Complaint: 18950123

I am rejecting this response because:

Flair Airlines has not responded to any of my questions about the charges to my **** account, but simply sent the same invoice with no explaination. Flair Airlines has acknowledged that I did not change my flight, yet it appears that they are still charging me $93.45 for a "ROUTING - MODIFICATION". There appears to also be a "no show charge" of $109.46, which, as I have point out, is not a fee that I was aware of, or recall agreeing to.

I have requested that Flair Airlines provide clarity as to these specific charges on my invoice. They have not provided any clairity, but simply provided the same documentation with no explaination.

Sincerely,

**** ****
Customer Answer
Date: 24/02/2023
From the CONSUMER:
Sent 2/22/2023 10:24:45 AM

Complaint: 18950123

I am rejecting this response because:

Flair Airlines has not responded to any of my questions about the charges to my **** account, but simply sent the same invoice with no explaination. Flair Airlines has acknowledged that I did not change my flight, yet it appears that they are still charging me $93.45 for a "ROUTING - MODIFICATION". There appears to also be a "no show charge" of $109.46, which, as I have point out, is not a fee that I was aware of, or recall agreeing to.

I have requested that Flair Airlines provide clarity as to these specific charges on my invoice. They have not provided any clairity, but simply provided the same documentation with no explaination.

Sincerely,

**** ****

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Flair Airlines is NOT a BBB Accredited Business.