Complaints

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

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  Flair Airlines

  4032-1000 Airport Rd Edmonton, AB T9E 0V3

• 

  Flair Airlines

  128-2000 Wellington Avenue Winnipeg, MB R3H 1C1

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

• Initial Complaint

  Date:10/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Under the Air Passenger Protection Regulation (************), I m entitled to compensation as the cause of the interruption was within control and not required for safety. They have taken a look into the details of my trip interruption, and Flair has confirmed the following: Flight Number: F81101 Departure Date: 2024-12-20 Departure Airport: FLL Arrival Airport: YUL Total Delay (in minutes): 03:20 Number of Passengers on the Booking: 1 As the root cause of my delay was considered to be within the carriers control, this is eligible for compensation and determined my compensation to be at $400 They promised payment in 30 days via hyperwallet. 30 days came and went. I contacted them asking what's up. They responded they are delayed with processing payments and then gave me the cookie cutter line yet again of "if you don't receive payment in 30 days, feel free to contact us."

  Customer Answer

  Date: 10/02/2025

  No I did not contact them as there is no need to as Flair agreed to a resolution to pay me $400. But they are dragging their feet executing payment

• Initial Complaint

  Date:03/02/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was told I would receive compensation for my delayed and then cancelled flight for food purchases. I submitted the recipes right away and never received my money. I followed up with them twice via email and twice on the phone. Dates are on the screenshots for the emails.

  Customer Answer

  Date: 03/02/2025

  Hello, I did not contact them

• Initial Complaint

  Date:20/01/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 January 13th, I flew from ******* to *********. I had my ******** Switch with me, but since I was also flying with my cat on that trip, I didnt want to carry anything too heavy in my carry-on. So, I casually placed my Switch in my checked baggage.However, when I arrived in *********, I found out that my baggage didnt arrive with me. Two days later, the airport called me and said my baggage had arrived. When I opened it, I realized my ******** Switch was missing, and there was a notice inside informing me that my baggage had been opened for inspection.I contacted Flair and was told that I had to go to the security department at *** to retrieve the items removed from my baggage. Today, my mom went to pick them up, but my ******** Switch was not among them. The items removed from my baggage also included a car battery charger. My car had died in *********, so my parents packed the charger for me to ****** this point, I am certain that my ******** Switch was stolen by someone from CATSA. There are two reasons for this conclusion:1.There was also a Bluetooth speaker in my baggage. If my Switch was removed due to battery concerns, why was my Bluetooth speaker left untouched?2.The stand for my Switchs controllers was also missing, but it was not inside the Switchs carrying case. And it should not be taken away due to the battery concern because it is just a piece of plastic! I had placed it separately in my clothes. Only someone who fully opened my suitcase and deliberately searched through it would have found and taken it with my Switch as ******* baggage was not opened at the airport security checkpointit was only opened and searched after being checked in.

  Customer Answer

  Date: 20/01/2025

  Hello, please find the attachment of the response that I received from **********************************. According to Flair Airlines service desk at both ********* and ******* airports, both of them were asking me to contact the ****** However, according to the response from CATSA, I feel like flair should be responsible for this loss.

  Customer Answer

  Date: 28/01/2025

  Hello, I decide to push this complaint more since I have not heard from Flair for all the time after I submitted a compensation claim on their website and contacted their customer service. I have provided my personal information, reservation code and compensation request ID. But all I received from their customer service is the link to submit the compensation request and insisting that they have a baggage team to handle the baggage cases. But it has been 15 days after this incidence and I received nothing from anyone called Flair baggage team. So I wish if you could help me to follow up on this case with the additional information that I provided. And there is another thing that I want to bring up, the dispute amount that I provided was the amount that I paid for this trip. What I lost is more than what I said. There are game cartridges in my ******** Switch protective case, which worth over $300(I have attached partial receipts. Some receipts cannot be found). And the ******** Switch itself worthes $400 and it has a lot of digital game that I purchased in the past years. I require Flair to pay for my loss with at least $1000.

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  From: ******** (KIN)To: ******* (YYZ)Date: December 27, 2024 Reservation Number: YDRKRC Issue: Ticket Cancellation by Airline On December 20, I received an email from the airline advising that the flight for December 27 was cancelled but they wished to assure me that they have rebooked for another date, December 24. I had the option of either accepting the new flight or a full refund without penalty.I opted for the refund since leaving family just before Christmas was not ideal. The online confirmation I received stated 3-5 business days to receive my refund.On the 5th business day (Dec 27th), I received an email from the airline stating that "there was no delay or cancellation on their end and therefore my cancellation is subject to a $129+tax fee." No refund, only a travel credit after the fee is paid. I called the airline immediately and the agent said he did not see any cancellation in their system. I read the cancellation email to the agent and he could not explain what happened. He said he submitted a request on my behalf to their internal support and advised 3-5 business days from my refund. I emailed the airline immediately and included a copy of the cancellation notice.5 business days later I received same response as before. I phoned and emailed again with the supporting documentation. Today (Jan 5), I received the same response. I phoned and asked the customer service agent to please check for the screenshots etc that I sent. She acknowledged receipt of it, did not change her response. She told me that I should simply disregard the email. I explained how that solves nothing almost 2 weeks after the flight was scheduled. They insist they have nothing in there system despite the proof.They simply flagged the booking as a "no show". If we accepted the new booking for December 24, there would have been no flight to board as this was 'just a mistake'. The agent hung up when I said I was going to file a complaint.

  Customer Answer

  Date: 06/01/2025

  Thank you for your prompt response. Yes, I did. I'm awaiting a response from them.

• Initial Complaint

  Date:19/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought two tickets for Christmas ********* to *******. Purchased travel flex, which allows to change the flight up to three hours before departure.Due to family emergency had to cancel one of the tickets called a week in advance to change the flight as I paid extra for the ability to change the flight-and they refused .was told me to call the day of the flight which turned out to be a disaster because I couldnt get a hold of them and online it wont let me change the flight, even though travel flex state that you can. *** on the phone was completely useless

• Initial Complaint

  Date:12/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 baggage check in service was chaotic, disorganized (it took 2 hours to check in), and unscrupulous (employees are financially incentivized to convert carry on to paid, checked baggage). They lost one of my bags. They managed to find it and deliver to my house, but an item (US$160 value) was stolen from it at some point in the process. The customer service is an endless loop of incompetence, obfuscation, and abject abdication of duty. Their customer service portal is unmonitored (or ignored), and they refuse to reimburse me for the item that was stolen out of my delayed/lost bag.

  Customer Answer

  Date: 12/12/2024

  Did you contact ******************************? 
  

  No, I have not contacted the ****************************** regarding this complaint. 

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing regarding a delay on our flight from ********, **, to ******* on Sep 3rd,2024 , which exceeded nine hours and resulted in us arriving home the following day. This disruption caused me to miss an important meeting with a new client, while my children lost a day of school.We were traveling alongside another family on the same flight. They successfully claimed compensation of $4,000, as the delay was attributed to factors within your control and not related to safety. However, when I submitted my claim, I was informed that the delay was due to weather-related issues. This conflicting explanation raises serious concerns about consistency and fairness in how delays for the same flight are being assessed and reported.I would like to understand how two different reasons can be provided for the same delay and request that my claim be reconsidered. As per the Air Passenger Protection Regulations, I am seeking compensation consistent with what the other family received.I have attached all relevant documentation, including proof of the other familys compensation, for your review.Flight Number: F8668 Date: September 3, 2024 Departure Airport: YYJ Arrival Airport: YYZ Scheduled Time of Arrival: 23:30 Actual Time of Arrival: 08:40 Total Delay to Destination (in minutes): 9 hours, 10 minutes Thanks

  Customer Answer

  Date: 09/12/2024

  I've sent couple of emails with proof that other passenger received the compensation , but I continued to receive an answer from Flair with apologies and I'm not  entitled to get reimbursement . without any explanation how it is possible that the other passengers did get reimbursement of 4000$. 

• Initial Complaint

  Date:09/12/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  Basically, I paid a ticket and the service Travel Flex: "If you purchased ********** or a Big Bundle, the first flight change is included. However, you will be responsible for any difference in fares. Changes can be made up to 3 hours before scheduled departure." Please see ****************************************************************************** original flight was on January 8, 2025, and I paid CAD 435 (2). I changed my flight to December 30, 2024. The price on their webpage for this ticket is $277 CAD + Bags = $388, which is still cheaper than my original ticket.However, on their booking modification website, the price of the flight appears as $322 CAD (3). When I did the change their website asked me to paid 26$ CAD (1), the **** said that my original ticket price was 377$ CAD and the new ticket was 403$ CAD(5).It makes no sense, and there is no answer from them.Image 1: charge of 26 dollars to change my ticket image 2: the original **** for my flight image 3: the price of the ticket on their webpage image 4: price of the same ticket as image 3 but in the booking modification site image 5: Bill that states that my original ticket was 377.36$ CAD and the new ticket price is 403$ CAD

  Customer Answer

  Date: 09/12/2024

  Hello **** *.

  Regarding your question, I sent an email to customer service sharing exactly the same information that I sent you. However, I did not get an answer. 

  Through the website I talked with the online customer service and the answer was that: "I would like to inform you that the baggage/bundle prices varies from time to time". Thing that does not make any sense to me because through their website I did a simulation of reservation  and the final price that I got with my baggage and ******************* was 390.91$ CAD, that is much less than my original reservation that I paid 435$ CAD. The customer service said: "I would also like to inform you that the slots available for rebooking is a little expensive than compared with a fresh booking". This also is incredibly tricky for me, because they basically saying that rebooking is more expensive than a fresh booking and the reason is because they decided that. In the Travel Flex web page information does not mention anything about this and as a client was not aware at all about it. I asked customer service where is this kind of extra fare stated and he shared my this website: "You can learn more about Travel Flex at ****************************************************.". In this website there is no information about difference in baggage price or increases of price when rebooking.

  I asked my refund and the customer service told me to send another email to ******************************************************************. I sent it but I have not receive an answer yet.

  I attached your my conversation con customer support and a bill with my bundle and travel flex fresh booking.

  Thanks so much for your service.

   

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

  Customer Answer

  Date: 11/12/2024

  UPDATE:

  I had an answer from Flair airline refund team. 

  Actually two different answers;

  Customer services told me that:  I apologize; if you are changing the flight, you need to pay the fare difference. The system will automatically select a higher fare than the base fare, which you have paid. 

  I ask them that if even if the fare of my new flight is cheaper the system will make a more expensive fare and they answered yes.

  Refund team told me two different reasons

  1.- "To clarify, the $26.25 you paid during your rebooking process was not a fare difference or change fee. This amount was the *** Airport Improvement Fee, which is a mandatory tax applied for departures from *********."

  So they claim that is a *** fee, however I paid that fee in my original ticket. So doesnt make sense to me pay it again, and in the Travel Flex information does not say anything about it.

  I answered asking information about this fee and they answered back saying

  2.- "After reviewing your booking, Id like to confirm that the amount you paid, $26.25, was for taxes and not for a fare difference or a change fee. I have sent you an updated itinerary to your email, which includes the details of the charges for your new confirmation. Please take a moment to review it at your convenience."

  So the reason why I got charged are very inconsistent, seem that their system make them charge that fee and even the employees are not aware why are charging that fee.

  I am wonder, should I report these somewhere else. These seems like false advertising because the product that this company is selling is not what they are offering in their webpage.

  Let me know if you need the conversations with customer service and emails sent between refund team and me.

   

   

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 paid extra money upon booking my plane tickets to receive XL seats on my trip to *******, ** in August 2024 . Between the time of my booking and my flight the plane layout had changed and I was not given the seats I paid for. I am seeking a refund for the EXTRA cost paid only because I did not receive the seat that I paid for. I contacted support and waited until October 2024 for the first response which suggested my initial complaint was not read, I replied with clarification and received another response in December 2024 stating I would not receive a refund because of policy. I believe not refunding a service or accommodation because of any arbitrary policy is unethical and should be reviewed. We entered into an agreement, I exchange currency for an extra required comfort and Flair should either provide the accommodation or issue a refund if they are unable. I am able to provide additional documentation however the limitations of this web service are limiting based on size and resizing would make it illegible.

  Customer Answer

  Date: 06/12/2024

  Hello, 

   

  No I did not contact the ******************************, I wasn't aware that existed until this message and I googled it. Lol :) Thank you, that's very helpful!

• Initial Complaint

  Date:14/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 plane ticket to go to ******* from ******* online with Flair airlines and I am charged a credit card fee. Since when is that allowed? This is theft. How do I pay online without a credit card? This is extortion. No other online web site does that. Please clear this up. This is theft.

  Customer Answer

  Date: 15/11/2024

  I only contacted the Better Business Bureau because I dont know who else would deal with this matter. Thank you for responding to my concern.