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:02/01/2023

  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.

  Case 1. Flair Air Line is encouraging to get the boarding pass on line. They are claiming charging extra $25 if not done check-in online. The online check-in system is not working most of the time giving really bad business experience. They should eliminate the extra $25 statement.
  
  Case 2. The return flight from Calgary to Vancouver was cancelled ****** ****** * ******* with no information or update to the client. There was no flighr cancellation notice or e mail information or any type of update provided to the passenger. The typical waiting time to call a Flair Air Line agent is 2 hours. My reference to the conversation with them is ******. I see this as a discrimination and disrespectfulness to the public
  
  Case 3. My departure flight was delayed ****** ****** * ******* from 19.55 tp next day 00.45AM. A meal voucher was emailed but the link to the Voucher was not working. I see this as cheating and disrespectfulness of the clients.

• Initial Complaint

  Date:01/01/2023

  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.

  On the morning of December 23, 2022, I received an email from Flair Airlines stating: "Flair flight F81889 from LAX - Los Angeles to YVR - Vancouver on 23Dec2022 has been CANCELLED due to a/an crew shortage within airline's control." My flight was rebooked for January 4, 2023, even though there were other Flair flights from LAX to YVR between those dates. According to Flair's passenger regulations *******************************************************, I believe I am entitled to $500.00 as a result of "(iii) $500, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by nine hours or more." I sent a request to Flair Airlines for confirmation a few days ago but haven't received a response.
  
  Thank you.

• Initial Complaint

  Date:30/12/2022

  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.

  Transaction: Flight DHUZ82 - Toronto to Abbotsford - Delayed from July 24th to July 25th due to controllable maintenance for safety.
  
  Flair Airlines has not compensated me the agreed up compensation since my flight. They continue to "re-escalate" the matter each time I email to ask for a status update and ask me to explain the issue each and every time.
  
  My 3:25pm flight was delayed by approx 28.5 hours. They made us disembark the plane and told us we would not be flying today and someone would reach out regarding accomodation, rebooking and meals. For the next 6/5 hours, we were provided with no instruction, no return flight, no meal vouchers, no accomodation. We eventually received accomodation via email at 10:10pm instructing us to find our own way to downtown Toronto to their hotel (40 minutes from the airport). Let alone this is ridiculously far from the airport... by this time, majority of the passengers left at the check in counters gave up and booked hotels near the airport to get rest, have dinner and figure a solution to get home (thinking we were going to receive any accomodation after waiting over 6.5 hours at the airport). They also sent an email saying we could submit a meal receipt for up to $60 to an email address provided.
  
  To this day, I have sent over 20 emails for hotel/meal reimubrsement and compensation. I was confirmed compensation of $700 for hotel and delay. I still have yet to receive reimbursement for the $60 meal receipt i submitted. However, they eventually sent me a notfication for compensation of $325 with no explanation for why the amount has subquentely changed. This doesnt even cover cost of my hotel. I have confirmation from other passenger in my same circumstance who have received the $700 as confirmed on the same flight and staying at the same hotel. They keep "escalating" this issue and will not respond with a resolution.
  
  Please help me out. this is long overdue and i would really appreciate if we can get this solved.

• Initial Complaint

  Date:29/12/2022

  Type:Product 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.

  I had taken a Flight with Flair Airlines from Kitchener/Waterloo to Calgary, March 19, 2022. Flight # F8813,
  Reservation # ******.
  The flight was delayed over 4 hours.
  I have been in contact with Flair, by letter, mailed March 23, 2022, requesting compensation for this flight delay, with no response, within the required 30 days.
  I then contacted Flair, by telephone, and email, several times, talking with customer support, the compensation team etc, advising me that the my request had been sent to the Finance Department and compensation would be coming with nothing received. When I asked to be put through to the Finance Department, they would/could not do so. I was advised that the Finance Department would contact me within 24 hrs. I have not received that call either.
  I am flying again with Flair in January 2023 and asked if I could use the compensation toward baggage costs, but this couldn't be done, by the customer representative either.
  
  Therefore, I am still waiting for compensation---coming upon a year!!!

  Customer Answer

  Date: 20/01/2023

  I received an email from Flair, similar to previous emails promising compensation on January 10, 2023.

   

  I will see if I am finally compensated…….

   

  ***

• Initial Complaint

  Date:28/12/2022

  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.

  Customer Service and their respective policies are horrible. We needed to update some passport information and respectivly called the airline because they wouldn't let us do this online. After receiving a callback (hours later) they refused to make any changes unless we emailed passport copies to a general customer service email. When we questioned the lack of security around this protocol they said "That's the policy - You should trust us". I asked for a call back from the supervisor and she said that is their policy and she wasn't concerned around the security of this process and we shouldn't be either. I validated all of our booking info and she still wouldn't make the change. I was told "Too Bad" and that "I should go to the airport". I said I would gladly anytime. They said only the day of otherwise they were not willing to help and thanked me for our money and that the bookings were "non-refundable".
  
  If a business cannot provide a secure portal to submit secure documents they should not ask for them. They have other means to verify information, but they simply don't care. This is a business that seems happy to take your money and provide little to no service as a result..

• Initial Complaint

  Date:28/12/2022

  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.

  Date of transaction: May 28th 2022?Issue: Airline Lost Bag, entitled to reimbursement ?Business Commitment: To transport me and my luggage OR provide adequate refund/reimbursement as per Canada Transportation Authority?Nature of Dispute is intentional Ignoring?Business has not tried to resolve the problem.?**********************************Explanation:??Flair airlines originally lost my bag on May 28th 2022 (7 months ago). According to their baggage terms, and the Canada transportation authority, any bag lost after 21 days is entitled to a reimbursement of $2300CAD. ??After initial contact on May 28th they said they were looking for my bag for the 21 days. ?After the 21 days (when I am entitled to a refund) I keep getting cycled back to the generic intro message for lost baggage that I got on the first day: “What does your bag look like? What was the route? How big is it? We are looking for your bag!” ?I have spoken to 6 Flair representatives over the last 7 months, each time having to explain the situation, explain it is well past the 21 days, and start the reimbursement process over again. ??Every single time it gets to the “send us a void cheque and we will send you the $2300”, and I think it’s resolved. I send a follow-up a month later after hearing and receiving nothing, and get cycled back to the generic lost bag intro Message, and am talking to a new person again. ??I am either getting cycled to a new customer service representative on purpose to avoid the money I am entitled to or the team responsible for issuing reimbursements is not doing their job. ?Either way, this violates the Canada Transportation Authority rules. I was entitled to a lost baggage reimbursement 21 days after my flight. It has been 7 months and I am no closer to a resolution than on day 1.??I am wanting my reimbursement, and for the *** to know this company clearly holds out in hopes people will give up so they will not have to pay legal compensation.??Thank you

• Initial Complaint

  Date:28/12/2022

  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.

  I’m seeking compensation for flight F82601 (outbound) and flight F8002 (inbound). My booking reference for this flight was RYQ7RQ.
  The outbound flight was scheduled to depart from YXX on June 25th, 2022 at 6:45PM and arrive in YYC at 9PM. The flight was delayed due to CONTROLLABLE Reactionary and Miscellaneous and CONTROLLABLE aircraft late arrival, and departed YXX at 2:12AM on June 26th, and did not arrive at YYC until 4:08AM on June 26th, meaning it arrived at its destination 7h and 18min late.
  The inbound flight was scheduled to depart from YYC on July 4th, 2022 at 9:15PM and arrive in YXX at 9:25PM. The flight was canceled due to CONTROLLABLE aircraft availability, and I was rebooked on flight F8602 on July 5th, 2022 at 10:20PM, more than 25h later, although an earlier flight at 1:40pm was available that day. After 3 hours of trying to reach your customer service, and two agents leaving the chat without helping, I was rebooked on flight F81602 which arrived in YXX at 2:05PM on July 5th. I arrived at my destination more than 16h late. I received an email offering complimentary hotel accommodation after my initial flight was cancelled, but no hotel rooms were available and there was no agent at the Flair Air desk, and I had to stay at the airport and wait for the next flight.
  I am seeking compensation of $250 for the outbound flight as it was delayed by more than 6 hours due to controllable reasons, and $500 for the inbound flight as it was delayed by more than 9 hours due to controllable reasons as well.
  In addition, I am seeking compensation of $250 for the loss of wages, as I missed a day of work on July 5th, 2022, and because no hotel room was available and/or shuttle to a hotel was offered, and I had to stay, sleep and eat at the airport for 16 hours.
  This delay was not caused by extraordinary circumstances and was within carrier control, as mentioned in the emails I received from Flair Airlines. I am therefore requesting a total of $1000 in compensation.

• Initial Complaint

  Date:26/12/2022

  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.

  Flair Air has failed the consumer again. A business transaction is not complete until the product or service is received in full in a reasonably prompt matter. My brother had paid for a flight for himself and his young son scheduled to depart early morning on Dec 26, 2022. It bears mentioning that the run way was clear and the weather was fair. The flight was delayed and then eventually cancelled due to a flight attendant phoning in sick. I have never worked, owned or ran a business that did not have adequate staff to cover an employee's illness. My brother has lost out on two days of his vacation as he will not be leaving until late Wednesday. This is completely unacceptable. I wish I could say it is an isolated incident but it is very much not. I give this company an F for failure. The reputation of Flair Air is already poor, but I hope enough consumers vote with their dollars so that Flair becomes nothing more than a flop of the past.

• Initial Complaint

  Date:26/12/2022

  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.

  Customer reference number: ************ Flair airlines made us aware when we arrived to the airport that our luggage would not be arriving. I would like to be compensated for luggage fees (checked bags and carry on) and anything we needed to purchase to make up for the massive inconvenience the day of travel.

• Initial Complaint

  Date:22/12/2022

  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.

  My flight on December 10 from Vancouver to Calgary got cancelled a few hours before the departure time. The reason for the cancellation is "due to a CONTROLLABLE FOR SAFETY AIRCRAFT MAINTENANCE", which is clearly stated in the flight change email Flair sent me on December 10.
  
  Flair provided vouchers and rebook. However the rebook flight was 2 days after the original date (December 12 late evening). In order to get back to Calgary for work, I had no choice but to purchase a one way ticket from another airline (*** ******), which costed me $160.97 US dollars.
  
  I did not accept the rebook and did not use the vouchers. I required a reimbursement and sent my ** booking reference and boarding pass to Flair. Lelo in the refund team (********************) rejected the request and told me Flair will only arrange a refund for the flight I did not take.
  
  I did not give up. After a few days, I talked to *********, an online ambassador, and he said I should ******* ***********************. So I did and *****, also from the refund team, rejected the reimbursement request. She stated
  
  "The cancellation that imp**ted your flight was due to a safety precautions. Therefore this reservation ********) is not eligible for any APPR compensation. We understand that you might have received the email as controllable and we sincerely do apologize for that and any confusion caused as our operations team forgot to put controllable for safety in those emails when communication with the passengers. The emails are not automated as they are generated by our teams and they made an error which is common for humans to make mistakes."
  
  Flair first **knowledged that the cancellation is due to CONTROLLABLE FOR SAFETY AIRCRAFT MAINTENANCE, and now Flair is saying it is due to a safety precautions.
  
  Flair already failed in the first place to provide service on time causing inconvenience for customers. It failed again to rectify its mistake. As a customer, I believe my request for compensation of the replacement ticket of another airline is totally legitimate and necessary.