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:17/10/2022

  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.

  Good Evening,
  I hope this email finds you well. I used ******* to book my 5 night stay in Alberta. I arrived in Calgary via ******* October 4th 2022. I was to fly out using Flair October 9th 2022 at 11:45am. I went to check in for my flight and kept receiving a “No journey” feedback. I thought maybe an error on the website. When I arrived at the airport I went directly to flair where they told me there was no flight to Ottawa and it was cancelled - I received no email regarding this being cancelled. I contacted flair and they said they sent out a generated email saying it was cancelled - I never received one. They said they were going to look as to why I never received an email and get back to me this was Wednesday October 12th and yet I’ve still not heard from them. At the airport, instead of Flair trying to help, they pointed me in the direction of another company where I then had to purchase two tickets of $1,584.00 in total in order to get back to Ottawa. This is absolutely obscured. Who has an extra $1,500 to pay for a flight when they thought their flight was booked.
  Flair did not even try and help me. They told me they do not fly until Tuesday and it was Sunday and I had to get back to work. I’m hoping I can get compensation for my **** *** return flight as this has really set me back.
  Thank you

• Initial Complaint

  Date:16/10/2022

  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 would like to notify you that I was in preparation of my flight home tomorrow (October 17, 2022) from Halifax to Ottawa. Flight booked on September 7, 2022, please see attached for original itinerary. I had to scramble to book another flight tonight for 3 times the price. I express the importance of notice and the lack of communication.

• Initial Complaint

  Date:11/10/2022

  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 paid for 2 airline tickets for the amount of $427.84 on June 25th, 2021. The flight was subsequently cancelled on Sept 5th, after several delays. I have tried to resolve this several times with Flair and they stated that submitted a refund but the money was never put back on my Visa. I have tried to take this up with *** but after being placed on hold for hours at a time, I could not get through within the 120 days stated after the fact.

• Initial Complaint

  Date:10/10/2022

  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.

  I was stuck in Orlando Florida during hurricane Ian and was unable to make a connecting flight from Toronto to Calgary. I informed Flair that I was unable to make the flight during to the hurricane. Flair charged me $100.00 cancellation fee and kept the remainder as a credit. I called the customer service line four times to ask for a refund. Each time they have hung up on me.

• Initial Complaint

  Date:08/10/2022

  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 bought a round ticket on Oct 1st for the flight to montreal on Oct 7th 11:25am ******* ******* * ******* and paid around $440. on the day of travelling, they kept all the passengers at the airport delaying the departure time 1 hour by 1 hour and then at the end, cancelled the flight. I received a msg from **** in Flair Airlines Compensation Team that "I AM QUALIFY FOR A REFUND," but the refund department send different msg that i copied and pasted below. I wasted all my day at the airport because of sudden cancellation on the day of the travelling, and Now they're saying that I am not getting a refund, even though I got the email told me that I am qualify for a refund. I wasted not only the flight ticket but also other travel plans and hotel that I paid for the day, and most importantly my time. No need to mention the Ridiculously expensive ticket I had to buy on the spot at the airport too due to your sudden cancellation.
  
  I definitely need to get compensation and a refund. They as a airline should have checked the safety ahead, which is not the passengers' fault who paid and waited. This week is long weekend and we all planned this trip ahead and now they cancel the flight suddenly and no refund? Please help me to get compensated.
  
  *Msg from refunds flyflair below*
  
  From: "refunds"
  To: ;
  Sent: 2022-10-07 17:51:24 (GMT-07:00)
  Subject: Re: RE: NOTICE: FLIGHT CHANGE from FlairAir for passenger ***** **** - RESERVATION ******
  
  Hello *****,
  
  I would like to apologize for the flight interruption sadly if you have already booked a new ticket with another airline Flair Airlines wont be able to give you a refund and a reason is we are not obligated to refund you since the flight is cancelled due to a uncontrollable safety reason. According to the air passenger protection rights (APPR) it is a airlines responsibility to ensure they delay or cancel the flight if there is situation exposing passengers at risk.
  
  Etc...

• Initial Complaint

  Date:25/09/2022

  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 a trip including accommodation and flight through ******* **************** on May 6th for 4 days between June 1-6th for 2 passengers namely - ********** *** & ******* ****** from Vancouver to Toronto round trip. While the accommodation was excellent the Flight was not. Flair Airlines cancelled our returning flight back to Vancouver on June 6th. **** ** *** ***** ******* ****** ************ ****** ******. The Return flight on the 6th was set up for 7:10 EST but it was cancelled 4 hours before the flight! The next flight was set up for June 7th at 7:45 pm & by that time, ******* and I had already missed exams and classes. Now according to Flair Airlines Staff, Flair’s website & Canada Transport Agency, “Airlines should give passengers as much notice that their flight will be delayed or cancelled.  If an airline has been cancelled 14 days or less before the original departure time, they will have to compensate the passengers for the compensation” https://otc-cta.gc.ca/eng/publication/flight-delays-and-cancellations-a-guide
  
  It’s also on their website here https://flyflair.com/passenger-protection-regulations
  
  We are entitled to a compensation of $1000 and Flair had 30 days to respond which they have failed to abide by. After several weeks of back and forth, blocking their numbers so customers can’t call them (but they can freely call customers), they finally agreed to send the $1000 for both passengers by direct deposit. They asked me for my direct deposit form which I sent on these respectful dates - July 26th, August 16th & September 8th. On September 22nd, An agent from Flair Airlines confirmed that they will “proceed with making the transactions via an online payment system, we have introduced this system for the purposes of reducing the overall wait time for the compensation or reimbursement”. The agent is still saying it will take 3-4 weeks and can’t “guarantee “ a set time because of bulk payment requests. It's almost been 4 months. Please help

• Initial Complaint

  Date:21/09/2022

  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 ticket from Flair on Sept 21 at 9 am, i did cancel my flight online at 12:00pm on Sept 22 for family reasons. When I cancelled online I was told will get a refund for each leg minus the cancellation fees. But to my surprise flair only issues a credit for future use, which I am not sure if I am going to use within 24 months. I called them and their support person was very rude and he will not connect me to a supervisor, he just said it is my fault. so i am not loosing the cancellation fees but the whole price. I appealed to their refund department and they just emailed me the policy and said I am not eligible for compensation. They need to make exceptions for this kind of delay in few hours of cancellation.
  I demand that they refund me my credit, ** *********** ** ******* They need to show better business practices.

• Initial Complaint

  Date:21/09/2022

  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 a return flight booked with flair on July 10th. While I was in the air arriving to my destination I received an email stating that my flight was cancelled for July 10th due to insufficient resources on their end. The flight was moved to the Thursday and the email they sent us said QUOTE: "2. You may book with another airline, and we will reimburse you up to $600 per person. Please send in your receipt to [email protected]", since that was said, it is exactly what I did. I have now been reaching out since July and they have not resolved my issue. They have now come back to me stating QUOTE: "Also we apologize for the miscommunication you received about getting $600 for booking with another airline. However we as Flair Airline do not reimburse for booking with another airline." This is going against their word - all I am asking for is a deserved refund for something that is their fault... not mine. To add, they refunded $84 to the original person who booked this flight, when I did NOT ask for that... the representative did this on their own, when I have not mentioned this at all.

• Initial Complaint

  Date:20/09/2022

  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.

  On August 15 I took the Flair Flight ************ ****** ****** ****** ****** ** *** to Miami Florida, I paid for my suitcase 70 dollars , a suitcase never came whit me, i have sent many emails , phone calls and nobody gives me an answer. They respond to emails but they are automatic. I am desperate and very frustrated, it has been my worst vacation ever my life .

• Initial Complaint

  Date:19/09/2022

  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.

  Contacted Flair Airlines and ******* ******* prior to booking a flight ticket for a friend whose only ID was an expired Ontario health card, which according to current Ontario legislation is not expired until end of September 2022, and it was confirmed he would be able to board. Day of flight we arrive and Flair Airlines is unwilling to board him. We contacted both Transit Canada and ******* ******* who told staff over phone he should be allowed to board, still Airline refused him. Called several Flair Airline support lines for two hours and still no help, not even allowing me to take his bags onto my reservation. We walked over to *** ****** who was willing to fly him, Halifax to Toronto, without hesitation about ID. He then had to train from Toronto to Windsor, spending 800 dollars on getting home after spending 198 dollars on Flair Airlines that refused him. Now Flair is unwilling to budge on any refund on money after we did everything possible to convince them he was eligible with ID to fly. Do not fly with them, there is no communication between departments and an extreme lack of training on how to handle ID discrepancies. I reassured several employees that I was not upset with them which is true, it is the company itself that needs to do better for both passengers and employees. The phone representative specifically sounded defeated at not knowing how she could help, and the people in airport were only baggage and flight attendants that were untrained in customer disputes. It is worth it to spend money on a more reliable airline even if traveling a small trip.