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:29/11/2022

  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 am writing because I arrived at the Vancouver airport today and was advised I canceled my flight when I called in on Friday, which is incorrect. I never canceled my flight. I was then made to pay for a new ticket to make sure I get home back to Winnipeg.
  
  I want compensation for this terrible experience. Either the full amount or a par***l amount of the 324 I had to spend today to get home refunded flight ******. I am already talking to a legal advisor as this has caused a substan***l amount of stress for me.
  
  This was an error on your app when I opened the app on Friday it said my flight was canceled, i panicked and called your service line. I was advised its a glitch and was sent my itinerary.
  
  I called flair and talked to either a *** or *** and she was confused and could barely answer my questions. It made me nervous so I hoped online and talked to ******** who reassured me all was right and the flights weren't canceled. He then sent me my itinerary.
  
  I emailed requesting a refund because of the app saying my flight was canceled, not to cancel my flight. I am now requesting compensation, credit or a full refund for this trouble the airline has caused me.
  
  I now had to pay much more than my original flight that was booked because of Flairs technical error.
  
  This is not customer service.

• Initial Complaint

  Date:28/11/2022

  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 October 22nd I bought a ticket with Flair airlines to take me from the Calgary airport to the Victoria airport on Vancouver Island. I brought 2 suit cases with me and checked them both by paying $45 each, When I arrived to the Victoria airport and went to gather my luggage off the loading ramp I only retrieved 1 suit case as the customer service for baggage said their were no more bags on the flight. Flairs baggage team had me fill out a report regarding my suit case and all my contact details. Flair mentioned they would be in touch with me whether they found it or not, it is now November 28th and I have not heard back from anyone. I have continued to email the support team or speak to someone over the phone but have had no success. I was finally able to speak with someone who “ told me sorry, we cannot find your luggage” I said why. The lady responded with “the airline had only tagged one bag by accident and cannot locate it without it.
  
  The items in my suit case are not worth any sort of claim as the items were family heirlooms from my 91yr old grandma i had just visited since over 10 years.

• Initial Complaint

  Date:28/11/2022

  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've traveled with Flair for 4 times. For all theses 4 flights I always brought the same backpack, which was always within 7kg, as my personal item. For the past 3 times everything went smoothly with the bag and I was never asked to pay a carry-on fee. Yet the forth time the staff in the check-in counter insisted that I needed to pay 59cad + taxes for the backpack.
  
  I explained to the staff that I always travelled with Flair with this bag as a personal item, and that the last flight was just within 10 days. I asked why the standards had suddenly changed, and I also asked if he needed to measure the bag. He said there's no need, because IT IS a carry-on. So I had no choice but to pay the fee to get my boarding pass as I did not have much time left.
  
  If I was able to bring this backpack as a personal item for all the previous flights it should worked for ****** too. I am truly confused about Flair's standards.I contacted their customer service about this experience but they told me that they could not refund me as their staff always weighed the bag before charging. I told them I am 100% the bag was not weighed and they could check surveillance cameras to confirm that, but they simply stopped responding. I'd like to request full refund for the carry-on fee I paid as what happened simply made no sense.
  
  Also, this flight was rescheduled to a very early time which caused me great inconvenience and made this experience even more unpleasant.
  
  Flight#: ***** Reservation#: ****** Date: Nov 15, 2022

• Initial Complaint

  Date:26/11/2022

  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 purchased a flight ticket online and paid for the extra ‘Big Bundle’ so that the ticket was fully cancellable. This was clearly written- The Big Bundle package (additional purchase) included full cancellation until the day of the flight. The language is as follow: “Modify or cancel your flight; Change or cancellation fees waived”
  I purchased the ticket in October 2022 for a flight on Dec 20, 2022. I tried to cancel the ticket yesterday (Nov 25, 2022), due to a change in plans. I had known I may need to cancel the flight when I purchased the ticket and paid the extra fee for full cancellation option. Despite this, I was unable to obtain a refund, and was told the ticket is not refundable, only that I can obtain a credit note. That is not what cancellable means. Any item that is booked (ie a hotel) that it “cancellable until xx date” means you can get a refund until that date. I am highly frustrated at the deceptive language used on the website when I purchased. I feel Flair Airlines should be forced to honour the full refund (with no cancellation fee, as was outlined) and should also be forced to change their language so that other Canadians are not deceived in the same way. Clear communication in sales is a must.

• Initial Complaint

  Date:16/11/2022

  Type:Order 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 date: 03/September/2022. Amount: $490.09
  Paid to: *******/flair airlines
  Actually on 03 sept an unrecognized transaction happened on my credit card for airline tickets which was not done by me. Either it’s done by my relatives kids who lives with me Or someone used my personal and credit card info and did fraud transaction. I contacted ****** **** asap and they refunded my money at first place and blocked my credit card and issued new one. I was secured and didn’t contact any further to anyone. But on 18,October,2022 same amount got deducted again from my credit card and when i check with my bank and they mentioned that flair airlines proved that all information is correct and we cannot refund money. It’s possible that info is matching to my info because might the kids were playing on phone and by mistake they opened the browser and booked tickets and info got automatically filled becuase i have had my all information saved in my phone.
  But dispite all of that i have never been on any flight on Or around 13 October,2022. So I need refund for the services which i have paid for and didn’t use them at all. I have attached my bank screenshots and my driver logbook around date 13,October,2022. Please check and feel free to contact me for any query but I need my money back even atleast 70-80% of the ticket amount $490.09 because I have used 0% services from flair airlines on 13, October 2022.

• Initial Complaint

  Date:12/11/2022

  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 July 29, 2022 I had a ticket for a flight direct from Windsor to Halifax. The flight was diverted due to fog and we landed in Ottawa. After 2+ hours of waiting at the airport with no information, we were told we’d have to stay overnight in Ottawa and be put on a flight the next day. A flair representative at the airport told us verbally that Flair could not find us lodging for the night out of any of the hotels they affiliate with. They were all full due to it being a long weekend. The Flair representative told us that if we can find our own lodging, to keep our receipts and Flair will reimburse us for lodging, transport, and food costs resulting from our stay in Ottawa. On August 2, I emailed my receipts to Flair requesting the compensation I was promised. After some exchange of information (my personal information to process the refund), and some delays on their end, I was told on September 10, 2022 that I would be reimbursed $500 as a result of this incident. I sent my void cheque information as requested. I have since been told multiple separate times that my refund is in progress. On November 3 and November 9, I received emails that specifically included my reservation number, stating that my refund was in progress. As well, I have received several additional emails saying my request is being processed/escalated/reviewed. I still have not been paid. As of November 10, I was told they apologize for the miscommunication, but they do not compensate for diverted flights. As of November 11, I was told they could only refund me $32.06 for the transport I took (this is only approximately half of my transport cost in Ottawa). This is contrary to what I’ve been told for the past 3 months by various Flair representatives. It seems that every time I reached out, I heard from a different person, and oftentimes it seemed that that person knew absolutely nothing about my case or the flight in question. I just want the refund I was promised.

• Initial Complaint

  Date:11/11/2022

  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 7, 2022 I booked a return trip from Toronto to Vancouver and purchased TravelFLEX coverage. *** ** *** ***** Friday 25 November 2022
  *** ** *** ***** Sunday 4 December 2022
  On November 10, 2022 I visited Flair's website to see how much it would be to move my departure day by one day. The website was not functioning properly with flights not displaying ** ******** ** **** ***** ** ******** *********************************************************** I continued to check back throughout the day. There were other recurring issues with the site, including being unable to continue through the booking process when flight details were displayed. I called Flair and was provided with a quote that was more than the cost of a new flight. Flair was having a 20% off base fare sale that I couldn't take advantage of with an itinerary change. I was informed that I could instead cancel my flight and use that credit towards a new booking.
  A few hours later I returned to the website to cancel my booking and this time not only would flight details often not load, but my reservation number would bring up an error message. When it did load, it did not recognize my TravelFLEX. The rep on the phone assured me that I would not be charged for the flight cancellation/change and that they could waive their assistance fee. Since the rep referred to notes taken from the earlier call we did not discuss the details of the flight I was hoping to cancel and rebook. After much back-and-forth, I was put on hold and the rep returned to inform me that my entire trip had been cancelled. They were unable to rebook me onto the same return flight at the same cost so while I made a decision about what to do, I asked that they stay on the line. They said they would send instructions on how to use the rebate and could call me back within the hour. When I went to the website to redeem my rebate I found that it could not be used on the sale, and I never received my call back.

• Initial Complaint

  Date:09/11/2022

  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 filed a complaint with Flair Airlines. I took a flight from Toronto to Fort Lauderdale on the 7th of October 2022 and upon landing, I found that my bag was broken with a tear in the hard shell of the baggage.
  
  I filed a complaint against them and they said that they would re-imburse me if I could buy a bag. They took the receipt of the new bag I bought and the airlines reservation to them and they said that there finance department would reach out to me. It has been over 3 weeks and no resolution.
  
  Please I need to escalate.

• Initial Complaint

  Date:09/11/2022

  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.

  Hello,
  
  I would like to make a complaint in regards to a Flair airlines flight cancellation for a flight from Kelowna to Victoria at 7:30 am on October 10th for four passengers (including an infant on lap).
  
  When trying to check-in the night before I was informed for the first time that my flight on October 10th from Kelowna to Victoria was canceled. Confirmation number ******.
  
  I was told that their was no alternative flight for myself, partner and two kids as the airline had completely and permanently cancelled the route. The airline refused to rebook us on another airline and we were forced to pay an additional $1,016 of our own money to book on another airline (******* *******) the two days after thanksgiving and our desired departure date. As we found out on thanksgiving weekend we were forced to pay extremely high prices to rebook on another airline as well as for accommodations. A refund has still not been issued.
  
  Thank you,
  
  *****

• Initial Complaint

  Date:06/11/2022

  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.

  Reservation number: ******
  
  Hello!
  
  I would like to file a formal complaint for the service I received at Pearson Airport today from your checkin agent. The experience felt like extortion!
  
  I tried checkin in online to no avail. I get error messages saying that I can’t checkin online and I must checkin in person at the airport (see picture attached)
  
  At the airport I was asked to pay $66CAD for the carryon luggage meanwhile online it’s around $44. I asked the agent to honor the website fee but she said there’s nothing she can do!
  
  She handed me the terminal to pay, I asked her I wanted to pay with ******** ******* card, the agent told me the only cards allowed are ****, ********** and Debit.
  
  I advised the agent that this is my return flight with your airline (previous reservation ******) on the first trip I paid for my carryon with **** but she insisted that you don’t accept it.
  
  I asked to speak to a supervisor (*******), I had to wait 45 minutes for her to arrive. The supervisor didn’t seem sorry or understanding of my issue at all, giving me fake excuses and saying that they should’ve honored the website’s price and pay with ****, but there’s an extra step the agent must do for that! But now the charge cannot be reversed or refund me the difference, I would need to call customer service for that!
  
  Your airline can be very successful but extorting customers this way and lying to them is not a recipe for success. I need the charge on my debit card reversed and corrected please, this was an extortion charge.