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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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    Customer Complaints Summary

    • 575 total complaints in the last 3 years.
    • 83 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:09/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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 Dec 12th, I had a flight back home to Calgary from Montreal. Flair emailed me the day before the flight saying the flight had been cancelled from Dec 12th and rescheduled to Dec 28th, 2022 - 16 days after the original flight date. Their reason was "CONTROLLABLE LACK OF AIRCRAFT". They did not provide any compensation or reimbursement for new accommodations or anything. I saw the email in the evening before bed, so customer service had closed. I rushed to the airport the next morning to try to speak to a representative but Flair's desk had not open. We contacted their customer service line while at the airport and I was told there were no flights back to Calgary that day or the next day. My option was to fly to Vancouver at 11pm that night and then find my own way home to Calgary because Flair "does not accommodate connecting flights". As I thought about this on the phone with the agent, the Vancouver flight "suddenly" sold out and I had to find my own way home.

      As I needed to get home to my job the next day, I had to find the best flight I could that would get me home that same day for over $600 with another airline. Upon getting back to Calgary, I wrote Flair an email requesting compensation for my flight ticket as the flight cancellation was their fault. They took several weeks to get back to me before an agent responded with a $125 reimbursement for a delay of "3 or more hours" to which I responded and said, it was a 16 day flight reschedule. She apologized and said they would reimburse "$500". Disappointing as that doesn't cover my entire flight, I wrote back and asked what information they would need for payment. They then respond a few days later to say that the "CONTROLLABLE LACK OF AIRCRAFT" they originally stated was actually a mechanical error due to safety. They conveniently changed the reason after the fact so they didn't have to reimburse me which is unethical. I'm supposed to take their word for it. This is an airline taking advantage of me.

    • Initial Complaint

      Date:09/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Complaint regarding the return flight on Flair airline. I was with my wife and two kids, including 15 month old infant. Below are my family members on the same booking. Flight was originally scheduled from Burbank CA airport to Vancouver BC on Tuesday June 28th 2022 at 4:30pm and the flight was continuously being delayed each passing hour and at 12am it was announced that the flight cannot go, by that time we had already spent more than 11 hrs at the airport and we were given hotel 80km away from the airport which took more than an hr to reach. Next we were told that the flight will now leave at 2pm next day June 29th 2022, I
      called the customer service to confirm and we were told it is confirmed and we can go to the airport, we reached airport at 11am and we were told that the plane is not ready to fly as they were waiting for a replacement part which they could tell earlier when we called to confirm and we could stay at the hotel, they again kept us waiting at the airport until 3am June 30th 2022 (16 hrs spent on the airport again) and then told again that flight cannot go and we need to go back to the hotel again. We asked the staff to rebook us in another flight which they refused to book it for us and asked us to call customer service by ourselves and figure out. It was so frustrating and horrible experience with Flair. We called customer service and waited two hrs to get hold of an agent who helped us rebook on Thursday flight which was also got delayed by 3 hrs. I was with my family including a 15 months old infant, we had a worst travel experience of our life and suffered a lot. We spent about 40 hrs at the airport which is unacceptable. More than 48 hrs
      flight delay, in addition to the mental and physical torture, we also suffered financially as I had
      to take two more days off and my wife works on hourly bases, she was not paid for two full
      days , they didnt even provide the meals.

      Fl # :F8239
      Fl Dt:2022-06-28
      Dep:US-Burbank-(BUR)
      Des:CA-Vancouver-(YVR)

    • Initial Complaint

      Date:07/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      Flight from Vancouver to ottawa on January 5 2023 delayed until and or canceled until at least January 7 2023 as in what the heck

    • Initial Complaint

      Date:06/01/2023

      Type:Product Issues
      Status:
      Answered
      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 & his buddy used Flair Airlines to go snowboarding in Canada. When they arrived at baggage claim their bag was not there. My son emailed the following email to the company (no agents were at the airlines to help):

      Hello, my name is **** **** and my friend and I just flew on flair air from LAX to YEG and our bag was lost. Our flight reservation number was ******* We were on flight ******. The email we used to book the flight is *************************** and a good phone to reach us at is **********. This has caused us great trouble and I am looking for the best way to contact you about this.


      Further information about our situation:

      We waited in the airport for 2 hours for our bag to arrive. We then spoke to the flair air service agent she said she would go find someone who had answers to where our bag might be. The Service agent never returned. 1 hour later we talked to the airport security where they called Flair Airlines and they said they would send another Service Agent. After 1 more hour no one showed up and Flair Airlines would no longer answer the calls from the airport. After being stuck at baggage claim for upwards of 5 hours, the airport releases us and we were sent outside into 15 degree weather with not a single article of warm clothing. All we had were the clothes on our backs from the plane ride. Now that we were outside with none of our belongings we sprinted to the nearest hotel simply in order to stay warm where we will spend the night. On top of this, we flew here for a 5 day snowboarding trip and our snowboards were in the bag that was lost along with all of our snow gear. This is thousands of dollars missing and all of our plans fell threw without the contents of this bag. We are now stuck in Canada unsure if flair airlines has any intention of returning our lost items or reimbursing us significantly. Please contact me ASAP with answers. Thank you

      We are struggling to hear back and we need my sons items. He paid extra to check bag.

      Customer Answer

      Date: 17/01/2023



      Complaint: 18694339



      I am rejecting this response because:

      Flair airlines did return our bag 14 days after they lost it. They were super hard to get a hold of. They have not yet refunded us for arriving to Canada on our trip without our bag. We had to buy jackets, gloves, snowboard rentals. One night at a hotel so that we could be close to the airport since they thought our bag would arrive the next day. Among other expenses like toiletries etc…

      *** ****

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      WORST AIRLINE! Contacted through the chat box to have an autistic child moved so she could be beside family and they would not help. Called the number provided and the man on the phone consistently repeated the same questions (perhaps due to the language barrier) and then would not pass me to a manager to resolve the issue. HORRIBLE! This is to help a minor with a disability.

    • Initial Complaint

      Date:05/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 flights from YVR to Los Cabo for December 20/22. Checked into flights online 24 hours before and paid for seating selection. Paid for baggage in person, flights were cancelled due to weather. Flair Air rescheduled flights for Dec 24/22 and refused to pay for a hotel for my family. We paid out of pocket for hotel for family of 5 and waited 4 days. Checked in for flights online for Dec.24/22 flight from Abbotsford International and arrived for flights. Flights were delayed all day and finally cancelled “due to weather.” I do not believe the weather was the problem as flights were arriving and departing. Flights were cancelled in the late afternoon on Dec.24/22 and the next flight would not be until Dec 30/22 we cancelled the flights and asked for full refund. Flair Air refunded the flights but will not refund the 1 x charge of baggage or the 2x charges of seating selection. We lost all our money on the 2 week air BB rental due to not flying and we had to pay over $800.00 in hotels with no reimbursement. We have called and emailed several times to be compensated for the seating selection on both flights as well as the baggage charge and Flair Air will not respond.

    • Initial Complaint

      Date:04/01/2023

      Type:Order Issues
      Status:
      Unanswered
      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.
      Can I send the email between me and flair?

    • Initial Complaint

      Date:03/01/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Flair Airlines cancelled my flight 1799 scheduled to depart at 1:25 PM from Edmonton to Vancouver on the afternoon of December 10, 2022, due to mechanical problems. CONTRARY to the CTA Air Passenger Protection Regulations, NO communication existed between Flair and all passengers as to the specific reason that the aircraft - which was parked directly outside the gate/boarding area- was unable to fly. Flair then initially re-booked my flight for a 6:30 PM departure that same day, but that flight was also cancelled as it would have been the same aircraft, which they said could not be repaired by 6:30 PM, with no other information being provided as to the nature of the mechanical problem.
      I immediately called the Flair customer service number ************ to get my flight re-booked for Sunday Dec. 12, but was on hold for more than a half hour so I pulled out my laptop and booked a new flight for Sunday Dec 12, but had to pay $ 129.50, whereas my initial fare for flight 1799 was only $ 59.50.
      The CTA regulations require airlines to provide a passenger affected by a cancellation of a lengthy delay due to a situation outside the airlines control with a confirmed reservation, to be re-booked on the NEXT AVAILABLE FLIGHT that is operated by them leaving within 48 HOURS of the departure time indicated on the passengers original ticket.
      FORTUNATELY as I have stated, I personally booked a ticket on the NEXT available flight for $ 129.50, which was very lucky, because after a lengthy telephone hold, when a Flair customer service agent came on the line, she advised me that all of the seats for the flight departing Sunday Dec. 11 had been taken and she could not re-book my flight until MONDAY Dec. 12, for flight 8799, departing at 6:30 PM, which is well beyond 48 hours from the date and time of my original flight, for Saturday December 10, at 1:25 PM. I am seeking a REFUND of $70. which is the fare difference I had to pay for a seat on the next available flight.

    • Initial Complaint

      Date:03/01/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 by Flair back in June 2022 for 5 passengers. We received this correspondence on July 27/22- "You are eligible/qualify for compensation of $125.00 per passenger as per APPR guidelines. Your request for compensation has been sent in for processing. Processing time is 3-6 weeks".

      It is been over 5 months and the compensation has not been provided. We have tried contacting flair on numerous occasions by many different means- phoning, emailing and online chat. They never let us speak to compensation team and do not provide us any other way of escalating our issue. Last November/ 2022- the customer representative assured me that someone is working on it and will be processed in few days. Its still not processed.

    • Initial Complaint

      Date:02/01/2023

      Type:Product Issues
      Status:
      Unanswered
      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 booked a ticket on Flair Airlines on December 21st to fly frommLas Vegas to Halifax on December 22nd. The return ticket was booked for December 30th…Halifax to Toronto, Toronto to Las Vegas.

      Due to “mechanical” issues, when we arrived in Toronto for the return trip, we couldn’t get off the plane over an hour after landing. I therefore missed my connecting flight in Toronto to Las Vegas.

      At the ti key counter, the lady said there were no flights out to the U.S. until Tuesday January 3rd but she would make a note on my reservation that it was beyond my control.

      I called Flair to speak to a representative for a refund. The person I spoke with asked me to verify some information for security purposes, which I did. She said the email I gave her was not on file. This is completely untrue as I have an email confirmation of the ticket from them with the email address attached.

      I tried to ask for a manager repeatedly but she said no…then only way to speak with a manager is to confirm my email and since I couldn’t do that she wouldn’t transfer me.

      We argued and she finally said she would put a call back in, however that did not happen and no one has reached out.

      I have emailed numerous people at the company with no response…so they have taken my money for the original ticket even though I couldn’t make that flight because of their issue.

      They are dishonest and completely incompetent.

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