Complaints

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

close

Find a Location

Flair Airlines has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/11/2022

  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 Canadian Transportation Agency about Flair Airlines in August 2021. In June this year, they left a message on my phone about the airlines position. On Nov. 4th, another one from CTA called me saying that I filed for compensation for denial of boarding, but at that time the plane has more seats than passengers and our reason was not one of those listed in those for denial of boarding such as tickets oversold. It is refusal of service, and CTA didn't do anything about refusal of service, although I explained that refusal of service should have causes and the airlines didn't. Flair Airlines denied us boarding without reason, which is worse than denial of boarding defined by CTA. I was told by CTA that because I filed the complaint together with my mother, so my compensation request was also denied.
  
  In June 2021, Flair Airlines let passengers coming after us went through the gate but denied my mother boarding although my mother already agreed to abandon excessive luggage at that time. Their reason was they had said to her a few times about the luggage before those passengers came. For security reasons my mother should not abandon luggage at the gate; but the abandoned luggage had gone through security check and airport cleaning staff and security should handle it instead of the Airlines; as what happed the next time my mother boarded the airlines after stranded for about one week. They also didn't let me board the plane alone although they had no other reason than that I came with my mother. My mother is old and doesn't speak English, but she was very friendly to them. My mother was not so insane that she would rather be with the luggage than boarding the plane. My mother collapsed after she saw the plane left is a proof of this.

• Initial Complaint

  Date:31/10/2022

  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.

  Flight confirmation ******
  Booked from Florida to Kitchener Waterloo. We paid over a $150 for seat selection for 5 seats when we online checked and they gave us whatever seats they wanted to when we went to the airport they changed them to different seats that they wanted to. We didn't get the seats we paid for with the extra leg room I've chatted on flare chat bot 5 times I've emailed 10 times not once have they replied to me. I am owed my seat selection back for 5 seats for my return flight on July 16th 2022.

• Initial Complaint

  Date:27/10/2022

  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 baggage for sports equipment one week before my flight (separate from booking flights a few months prior). I did not receive an email after the purchase but did see the confirmation screen that confirmed the purchase went through. My visa statement also confirmed that the purchase from Flair was authorized then posted to the account two days later. When I showed up to the airport Flair said that they did not have a record of the baggage and I would need to pay again. I showed them the visa statement confirming the purchase. They said they need to see it in their system and that I need to pay again. I asked to speak to a manager, who eventually came and was resistant to helping. He reiterated that he had to go by the system. He then proceeded to tell me that the charges did not match online sports equipment prices. However, booking equipment at the time of purchase was around 60$ and increased to just over 70$ if you added baggage afterwards (which would match my statement). Frustrating to pay a total of $288 for a kids hockey bag and only left with a resolution to contact customer services who does not answer or return emails. The same scenario has happened to other teammates on other flights with Flair. I feel like it may happen more often than we think. If the charges by Flair were not for the baggage fees, please provide an explanation as to what these mystery charges (months after the flight was purchased) are for?

• Initial Complaint

  Date:27/10/2022

  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 had booked a flight for my son in April 2022 to fly from Halifax to Montreal. His flight was cancelled and I submitted a claim for compensation and they approved the compensation for 125$ (their email dated June 16, 2022, from ******** at Compensation Escalation Team). I tried to argue that it should be 500$ as per policy : (iii) $500, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by nine hours or more. However, I decided that I would accept the 125$ as I was quite tired of the poor customer service. On July 28, 2022, as per their request, I email a voided cheque so they could deposit the money in the account.
  Last night, I followed up again with them and now I am told that:
  
  I have been able to look in to your request and I would like to inform you that your request is in processing and was sent to the finances department, I am afraid I am unable to provide you with the time frame of when the payments are going to reflect on your account, however rest assured you will receive the compensation due to you soon kindly please allow us some time for processing.
  
  We appreciate your continued patience.
  
  Sincerely,
  Norma
  Flair Airlines Compensation Escalation Team
  
  The cancellation happened in May 2022, the voided cheque was sent in July 2022 and I was told 6-8 weeks for process. Now I am told this. It is unacceptable and I am requesting *** to step in and make Flair accountable. Thank you
  
  ***** **************

• Initial Complaint

  Date:25/10/2022

  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.

  On July 7, 2022, Flair Airlines informed me that my flight scheduled for July 11 (reservation FMC63E) was cancelled “due to late airplane delivery.” They offered to reimburse me up to $600 for a replacement flight within 30 days. I booked another flight and provided them my banking and replacement flight info on July 8. Despite MULTIPLE contact attempts since then, they have still not reimbursed my replacement fare. They refunded the cost of the ticket but still owe me $361.13. On August 16 this was reconfirmed but their agent and I resubmitted my banking details again. I am appalled that a payment promised in writing within 30 days by a regulated Canadian business due to their own service cancellation is now at 109 days and counting. Please *** help me recover my money before Christmas, it is a significant amount of money for me.

• Initial Complaint

  Date:24/10/2022

  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 had booked a flight with flair airlines in June 2022, my flight was delayed and I'm owed the maximum compensation which is 500.00.
  On my flight back my luggage was damaged so bad I cannot use it anymore. I was told by flair that I am owed the 500.00 and also 200.00 for my luggage. They just keep giving me the run around and keep saying they are escalating the issue. It is now towards the end of October and nothing has been done.

• Initial Complaint

  Date:22/10/2022

  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.

  intentional fraudulent business model designed to exploit and gaslight consumers

• Initial Complaint

  Date:22/10/2022

  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.

  -Oct 8 2022 my family and I flew westjet from Edmonton to Toronto
  -Oct 16 2022 we tried fryling home with flair but I was denied boarding due to "invalid I.D.
  -I had my vax pass and a temporary I.D.
  -the temporary I.d. was valid **** *** told me this because nowhere did it say on the paper that it could not be used as a valid form of identification
  - I'm looking for compensation for two days of missed work, the 800 dollar flight I had to buy to get home
  -the hotel my family had to get while they waited for me to get to edmonton so we could drive the rest of the way home together another 3 hours.
  -on the government of Canada website states the following:
  
  If you don’t have an identification document that includes your photo, full name and date of birth:
  
  Show two pieces of identification issued by a Canadian federal, provincial or territorial government that show your name.
  One of these documents must show your full name and date of birth.
  Valid identification documents issued by a Canadian government include:
  
  Travel documents
  passport
  NEXUS card
  Citizenship and immigration documents
  citizenship card
  permanent resident card
  record of landing form/confirmation of rermanent residence (IMM 5292)
  immigration documents issued to foreign nationals (e.g., work permit, study permit, visitor record, temporary resident permit, refugee approved status)
  Provincial or territorial documents
  birth certificate
  driver's licence
  health card
  identification card

• Initial Complaint

  Date:20/10/2022

  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.

  Date of original transaction: Oct 18th at 1:22 pm eastern standard time
  Date of cancellation: Oct 19th at 1:28pm eastern standard time
  Amount in question: $176.00
  We booked a flight via FlightHub for Flair Airlines from Kitchener-Waterloo to Calagary and back for May 17th returning on 22. Upon finding the dates were incorrect, we contacted FlightHub in order to reschedule/cancel the flight. We were notified by the partner that it would be better to cancel the flight via Flair website as no penalties would apply due to the 24 hour grace period. See below for cancellation policy on Flair website:
  
  24 hour refundability
  $0
  cancellation fee
  per passenger, per flight
  
  Passengers have 24 hours from the time of making a reservation to cancel the booking for a full refund provided the travel is more than 7 days from the time of booking. To cancel within 24 hours of booking.
  
  During cancellation, our intent was to attain full credit of $176 and book a different flights. However, we were only refunded $5 towards future travel credit and told that we were outside of the 24 hour window.
  
  Immediately, we called Flair customer service. Spoke to multiple representatives who bounced us around (in bad faith) and told us a manager would be calling us. That call never came on the 19th. On Oct 20th morning, at 11am I called Flair, set up a call back. Received a call back at 1:56pm. Representative told us that they were unable to help. At this time, I requested to speak to a manager (****** *) based out of Phillipines. ******, provided contradicting information and claimed that the original booking was made at 11am on Oct 18th and that cancellation was completed outside the 24 hour window.
  
  I'm looking to speak to someone in Flair Airlines Canada, who can help me understand how your system, partnership with third party and booking works. Also looking to be reimbursed for my time and flight.

• Initial Complaint

  Date:18/10/2022

  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 from Toronto to Abbotsford was delayed/canceled twice. I was supposed to depart on Saturday July 23rd however my flight was delayed until Sunday July 24th. The flight was delayed again without any warning or details provided as to what was going on.
  
  I was forced to get a hotel and stay in Toronto for a night and cover costs for food and travel.
  
  The Company issued and apology and told me they would be providing a refund of $500 provided I give them receipts of costs incurred which I did. I was told I would be refunded as the flight cancellation that impacted you was ( controllable operational)
  Therefore my reservation is eligible for $500 compensation as per the CTA guidelines. I sent a void cheque and still to this day October 18th, 2022 I have not received anything. No follow up emails no help from customer support. I was sent an email stating that they can no longer provide me with $500, they can only refund me $125. However, nothing was refunded and I still have not received any emails from the company.