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:12/12/2022

  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.

  On Sept 27, 2022 I made a reservation with Flair Airlines for 2 people, flying from Waterloo to Halifax on December 8, returning December 11. ******* ****** *********** ********* I had booked 4 days off work for a long-anticipated and personally very important visit to Halifax. On the evening of December 7, with all arrangements in Halifax long since made, I received an email from Flair informing me that our outgoing flight had been cancelled and that they could rebook us onto a flight on the evening of December 10, but still returning on the afternoon of December 11! Not helpful. I contacted Flair and refused their new outbound booking and cancelled the return flight as well, since I knew I would have to book on another airline and it would not be out of Waterloo. I was then obliged to make arrangements with another airline (*** ******) for a flight from London to Halifax the next morning and return on the 11th. These flights cost $1800 more than the Flair flights. Flair says that I will receive a refund ($658) for the flights booked with them, but that remains to be seen. Flair advised me in another email that I am not entitled to compensation due to "controllable for safety unplanned maintenance delays". It's obvious that the 'for safety' thrown in there is the loophole they use to avoid paying compensation. My point is this: Flair took my $658 two and a half months ago. As a consumer, I feel that at that point there was a tacit understanding that they would provide a service to me. That service was withdrawn with only 24 hours notice. Regardless of the reason, this is a callous and cynical betrayal of the idea of customer service and consumer rights, and I firmly believe I am entitled to some compensation toward the extra $1800 Flair's inability to run a reliable business has cost me.

• Initial Complaint

  Date:12/12/2022

  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 travelled using Flair Airlines on August 12, 2022.
  
  Other than website issues while checking in, that they were fully aware of, we encountered no issues with the flight.
  
  However, upon later checking my ********** statement, I saw an illegitimate charge from Flair Air for $177.00. This is the same amount that was displaying on their website when I was attempting to check-in and pay for luggage; but that would not work. I had to pay for luggage over the phone instead. The cost quoted over the phone was $201.60 and I paid it.
  
  The charge of 177.00 should NOT be there as I also paid $201.60 over the phone for the same luggage fee. The $177.00 charge was an I.T. glitch/error from their website.
  
  I contacted them Aug 23 requesting a refund of the $177.00.
  
  However, obtaining a refund for the wrongful charge has been the worst experience I’ve had with a vendor.
  
  I sent many follow up emails and provided the required information. A screenshot of my ** being charged the $177.00 (as they had no record of it). The Flair charge Authorization Code provided by my ** (which I was told is all they needed to be able to lookup the charge). The dates of my email follow-ups: Aug 26, Aug 27, Sep 21, Oct 12, Oct 19, Nov 16.
  
  The only responses I have received, when I receive a response, is stating that the matter has been sent to the finance team.
  
  The error was brought to their attention August 23 and they have still not refunded as of December 12.
  
  Since I have never had to resort to making a “dispute” with a credit card, I didn’t realize you had to file a claim in a certain timeframe. I attempted to file too late, and therefore a charge-back could not be completed.
  
  Flair Air is still holding my money.
  
  I am happy to forward the string of emails. Attached is Flair Air itinerary detailing the two legitimate charges (no charge for $177.00!).
  
  Details -
  *** ********** ending in 5247
  Date charged: August 11, 2022
  Flair charge ************* ***** ****** *********** *** ******

• Initial Complaint

  Date:10/12/2022

  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.

  I booked 4 airline tickets from Flair departing Vancouver to Las Vegas on Dec. 10th at 7am with flight# *****(Reservation# ******* But I was notified the flight was canceled the night before. Which left me not much time to choose because we have to fly next day so I found and booked the flight departs from Seattle the next day with $152.00 US higher in price. Since our tickets from YVR to Las Vegas we’re canceled so now we have to cancel the return tickets(Reservation #******) too because we need to fly to Seattle to pick up our car! We have contacted Flair on the phone for 40 minutes and the offer was a credit of the value of 4 tickets of 15th which was $80 each but the fee they are going to charge will be $39.00 US each ticket plus tax! Which means we will be ended up getting less than half of what we have paid. Because of the cancelling of the tickets to Las Vegas at last minute by Flair has caused us the lost from paying higher price of $152.00 plus more than $120.00 US parking at Seattle airport also the cost of gas drive from Vancouver to Seattle! Also because of the late arrival at the car rental at Las Vegas we had to pay higher fee too! This is an unacceptable! We are asking for a full refund and compensation of our lost this has caused us!

• Initial Complaint

  Date:10/12/2022

  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.

  Flair airlines first moved my flight from 2pm to 630pm on December 11 2022. Then, the day before, (dec 10 2022) they canceled the flight and moved me onto a flight 5 days away. Offering no compensation or accommodations for this. They also tried to charge me 100$ for canceling my flight.

• Initial Complaint

  Date:07/12/2022

  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.

  Complete Negligence***
  
  Booked a flight with them in over 6 months ago for a flight to Florida that was supposed to be on the 30th of Nov.2022. My wife, 18month old baby and I arrived at the airport at 4am that morning. 3 hours early as directed by flairs app and email. We waited for an agent for 2.5 hours until finding out our flight was cancelled with no notice ever sent to us.
  
  We had prepaid all of our international accommodation and can not get refunded or change our itinerary day of. This is completely unacceptable.
  
  Flair does not offer any other flight options to our destination. Not only have they not refunded us our tickets that we purchased over 6 months ago for $788.62, they have yet to respond to any emails I've sent them now for over a week. The customer service client we spoke to over the phone mentioned for any compensation to email [email protected] and nothing. The lack of service is atrocious and appalling. We were forced to book with Air Canada the following day to not completely miss out on our vacation and couldn't even find a flight to the original airport that was being offered by Flair. The cost was more than double $2,039.56 to book new flights and should be taken care of by Flair. This trip has costed our family an extra $4,000+ thanks to Flair's incompetence and negligence.

• Initial Complaint

  Date:06/12/2022

  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.

  My parents and I reserved a ticket from Waterloo to Fort Lauderdale.
  
  We arrived at the airport early. My parents provided their vaccine certificates (* ***** ******* *** * **** ********* **** ****). However, the counter didn't let them go. They didn't approve their vaccine certificates. I showed them the USA vaccine requirement ******************************************************************************************** . Their vaccines are on the list. They still didn't let us go. They let us call 8337112333. The representative on the phone still didn't allow us to go. China doesn't have Pfizer or other US vaccines. Many Chinese travelled to US with ******* ** ********* **** ****. These vaccines are on the USA vaccine list and totally fine! There's no fault on us. It's their fault! We already bought the plane tickets and didn't get the service. We lost our hotels, activities, gas, time, and everything related to the trip. It's very unacceptable! We need them to reimburse our whole trip and time! Thank you very much!

• Initial Complaint

  Date:06/12/2022

  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.

  Hello, 
  I would like to report an issue with Flair Airlines. 
  On June 2nd I had a flight booked to Halifax from Waterloo. I had paid for my flight and a $46 premium to have a preferred seat selection. My flight ended up cancelled on June 2nd and I was able to get rebooked for June 3. On the June 3 flight I was not given the premium seat selection I paid for. I sat separately from the person I travelled with.
  On July 26 Flair Airlines approved that I would receive the $46 refund and I have yet to receive this refund with multiple follow ups. 
  I know it is not a lot of money but it is the principal I paid for a service that I did not receive. 
  Thank you for your assistance in this matter, 

• Initial Complaint

  Date:04/12/2022

  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 booked a round-trip ticket with Flair airlines, including a return trip from Halifax to Ottawa on Saturday December 3 2022. Reservation number is ******.
  
  As part of this, I paid extra for TravelFlex (the option to rebook my flight) as well as an upgraded seat costing just over 35$. On December 2, I was notified that my return flight on Dec 3 was cancelled and that I was rebooked for the next available flight, 23:55 on Sunday Dec 4. This meant I needed to spend an additional overnight and one partial night in Halifax, not my choice. On the evening of Dec 2 I called Flair to request an earlier rebooking (i.e. to leave on my original departure day, December 3) and was told that while there was a flight at 15:35, it would cost me extra -- I was quoted over 100$ CDN. The agent said my only option without fee was to travel Sunday Dec 4 near midnight. THAT SAME NIGHT, Dec 2, I received an email notice of a 2nd cancellation: my midnight December 4 flight was now pushed to Monday December 5! I ultimately had to pay 130$ for a flight on December 3 and even another 35$ for a premium seat, even though I had already paid for this in my cancelled flight and was not refunded for it. When I boarded that Dec 3 flight, the aircraft was half empty. I believe Flair was dishonest with customers in an effort to upsell us. They failed to reroute me on my original departure day at their expense even though they are the ones that cancelled the original flight. To make matters even worse, the arrival time on my final return ticket / Flair website was incorrect -- Flair put Halifax vs Ottawa local time,showing a 2.5
  hour flight vs the actual 1.5 hours. This caused scheduling issues and I had to pay for a 60$ ***. Finally, baggage was delayed by over 1 hour at YOW. At a bare minimum for this deception and abysmal service, I wish to be reimbursed the full cost of my expenses for the return ticket, *** and premium seat. I kept all email and credit card records should they be required.

• Initial Complaint

  Date:01/12/2022

  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.

  Flair Airlines promised to pay compensation in the amount of $250 and never did. It has been over 30 days and they fail to provide any clear timeline about when the compensation will be issued.
  
  On Oct 29, 2022 we (my spouse and I) were flying on Kelowna-Waterloo flight *****, reservation ******.
  
  Our flight has been delayed by more than 3 hours due to a controllable factor, which Flair Airlines have admitted. On Oct 31 they promised that I will receive a compensation for the delay ($125/passenger x 2 passengers = $250). They noted that it can take up to 30 days for reimbursement.
  
  30 days after they failed to provide my compensation.
  
  I followed up with them multiple times and they did not provide a timeline for when I will be receiving my compensation. They are obviously trying to do everything they can to avoid paying what I have been entitled to.
  
  I have filed complaint to Canadian Transportation Agency, but also want to escalate to BBB -- as this is not a proper way to do business.

• Initial Complaint

  Date:01/12/2022

  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.

  I had a flight with Fl*** from Vancouver to San Francisco (******) at 6am on December 01. They delayed the flight 3 times (7h30, 9h, 9h30) to then cancel the flight. They booked me on a new flight on December 06!! But my return flight is on December 03. Yes, unbelievable.
  I had to be in San Francisco on December 01 in the morning. Unfortunately the only other flight available for the day was with *** ****** at 7pm. I booked this flight with *** ******.
  I am now asking Fl*** to refund both flights (the one they cancelled and the one with *** ******).
  I paid $436, expensive flight because it was a last minute purchase. The only reason I had to do it is because they cancelled a flight for "not having enough crew members".
  I've been at the airport since 4am and my flight is now at 7pm. I missed an important job interview in San Francisco. The only thing Fl*** offered me was a $10 meal voucher. It's a joke, right?
  If I had booked *** ****** from day 1, the fare would not have been $435. Fl*** must be accountable for their owns mistakes and problems with their operations. I can not be penalized.