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:15/09/2022

  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.

  My husband’s flair flight home was cancelled approximately 2 days before departure. We received an email stating we can reschedule with flair or rebook with another airline and get reimbursed up to $600 for the rebook. Because the next flair flight available was 2 days after originally planned, we could not wait, as we could not financially handle my husband missing any more work. So we rebooked with westjet. Because We were forced to book so last minute flight costs were extremely expensive. We had to pay approx $725 for a flight home versus the $249 originally payed to flair. Prior to booking with ******* I called flair customer service and had a lengthy conversation to ensure that I was going to be reimbursed for my rebook with ******* + refunded the original $249 I had payed for the cancelled flair flight, and be granted the $125 compensation for the last minute delay as per their guidelines. I was told by the flair personnel that yes I would be returned all these amounts, a total of $974, and was promised this was all to be documented to avoid any issues when sending my claim to their compensation team. I was even put on hold so that this could be confirmed with the manager and was given “approval”. After this I then booked the ******* flight with confidence I would be rightfully reimbursed. This was in early July. After sending my documents to the compensation team email as advised over the phone, I was told I was misinformed over the phone and denied reimbursement. I have a lengthy email
  Chain dating from July to present with my case being passed on to different flair personnel, conflicting responses stating I am approved than not approved for certain amounts. I have been asked to email the same documents (banking info, receipts, etc) over and over again. A lack of consistency of staff reviewing my case has resulted in me having to reiterate my case over and over again. I have asked to speak to someone over the phone and they claim email is the only way.

• Initial Complaint

  Date:14/09/2022

  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.

  Recently had a poor experience where my flight with flair airlines was delayed for about 8 hours, with NO communication, and then cancelled. Following day it was delayed again. For a total of almost 36-40 hours. I was in touch with their resolution team and was told I would be reimbursed for mess and hotel since I did not opt for a flight refund. I sent in all information including a void check only to hear back from a different rep saying they would no longer reimburse me. (Keep being told different things by different employees). I have multiple emails claiming I would be compensated but I have still received nothing.

• Initial Complaint

  Date:06/09/2022

  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.

  When calling Flair Airlines to request a free change of a ticket due to unforeseen emergency circumstances, the agent refused to proceed with the change. I explained that in the past such a change was enacted by another agent for free; at this point the agent became belligerent: she stated that the agent who enacted the change should have been fired for causing Flair a loss of revenue. I requested to speak to a *******. She stated I’d need to give the reservation number of the flight which was changed for free so that the agent who made the change could be fired. I stated that I have the right to speak to a *******. She stated that a ******* requested I give this information immediately after which they would speak to me. I felt as if I was in Nazi Germany or the USSR: interrogated and demanded to give up information so that Flair could use the information procured from my person to fire an agent who was kind and considerate to Flair’s own customer base. Finally, since I would not reveal the reservation number so they could use it to fire the agent, the Flair representative stated that I was being disconnected from the call. It is a shame that the tactics employed by Nazi Germany and the Soviet Union are occurring in the Canada of 2022!

• Initial Complaint

  Date:06/09/2022

  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.

  I booked return tickets in March 2022. Flair cancelled my flights 3 days before I was scheduled to depart with no explanation given as to why. I was forced to make a new booking at the last minute on a different airline. Because of this the cost of my ticket was higher than the original.
  
  I have not been refunded and they do not respond to any emails. I have called and they keep sending me to different departments to get zero answers or just disconnect the phone call all together. I don’t understand how they can legally get away with this.
  
  They cancelled my flights; disrupted my travel and now are refusing to take responsibility for their actions. I would like my money refunded please and to be compensated for my out of pocket expenses they caused. It has been over three months since they cancelled both of my flights without explanation.

• Initial Complaint

  Date:06/09/2022

  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 booked a flight from Abbotsford to Edmonton for Sept. 24th, back in August 4th to attend a wedding, made other booking for my family members and had another bookings for for the same date to Toronto so I wanted to change that one to make it to Edmonton instead because that is where they decided to the wedding at the end by mistake I attended to change the booking and paid change fees, however, entered the wrong reservation number, this was not intended to be the one I am changing. I directly contacted customer service to revert that change since it was done by mistake. however, I was received by the poorest customer service and all I got was we can't do refund or credit the change fees since this is a voluntary change. I did not say it wasn't voluntary but i admitted it was an honest mistake. especially that I contacted them directly few minutes after I realized I have done a mistake. there is no loss for the airlines whatsoever since I am keeping the reservation as it is I just want a refund or credit for the changing fees I paid so I can go ahead and change the correct reservation. it does not make sense and I consider it a complete attempt of stealing, since this was a mistake and it was not intended and I contacted them directly to revert it. there should be some room for mistakes and a better quality customer service that understands mistakes happen and they should be able to help and provide a solution and not only know the policy by heart not caring about their customers.

• Initial Complaint

  Date:05/09/2022

  Type:Customer Service 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 flew with flair airline on may 8th 2022 to Fort Lauderdale. My flight was suppose to be at 6am it got delayed to 9am and it got delayed to 10am and again it got delayed to 11am. After 11 am we finally boarded and I went to front counter to ask for compensation they asked me to call customer service. I had contacted customer service after my trip in may. They asked me to go on their website and fill out a form. Which I did and never heard back. I tried calling from they don’t answer. No replies nothing. I said ok they must be busy and might get back to me but nothing. Now it’s September 4 months later. Asking you guys to help me out. There’s suppose to be 120 or more Compensation per person. I am seeking it for myself, my husband and my daughter since our flight was delayed for more than 3 hours. Can someone please help me

• Initial Complaint

  Date:04/09/2022

  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 am having complaint against Flair Airlines regarding not allowing me to board the flight when I was travelling from Vancouver to Toronto on August 1st, 2022 with my husband and daughter. At the check in counter a boarding pass was issued to me based on my Health Card as identity document. At the time of boarding the flight, airline staff denied boarding by mentioning that my Health Card is expired. I came to know regarding expiry of Health Card at that instance of time and requested airline staff to allow me boarding as the airline checkin staff has accepted Health Card as identity document and issued me a boarding pass.
  However, airline staff at the boarding gate did not agree and did not allowed me to board. Because of this I faced a lot of emotional and financial stress and I had to spend 1014 CAD to rebook another flight 2 days later from Vancouver to Toronto and around 100 CAD for taxi.
  In addition to this, our checked in luggage was not offloaded in Vancouver as they denied boarding. Flair airlines sent luggage to Toronto on 1st Aug. When re received Toronto on 4th Aug morning, our baggage was misplaced by Flair Airline. I wrote email regarding missing luggage multiple times but they didn't responded. I had to visit Toronto airport flair airlines desk multiple times to find my bag myself in the baggage area and there was no help provided by airline in locating and delivering my baggage. Even after my request airline didn't file PIR report for missing luggage, just provided a temporary form without any File Reference Number. Airline couldn't locate my luggage for 3 weeks, and I have to show up myself at airport couple of times. Airline asked me to search my bag myself in their storage room, which I found there, Airline staff never did effort to find my bag and send to me.
  For all this experience and emotional and financial stress caused to me by the flair airline, I want a compensation from flair airline. I request *** assistance in resolving the dispute.

• Initial Complaint

  Date:01/09/2022

  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 3 tickets from Comox BC to Edmonton AB on June 25,2022, for a flight on July 24,2022. Flair cancelled the flight - RES 97PNWV - on July 11,2022 (13 days before our return flights). We had to scramble to get new return flights through Westjet as Flair said they cancelled the route altogether now - for an additional 600 dollars to the 300 they cost. We had no choice now because the flight there was booked with another airline taking Flair's cost into account. I am looking for my original payment refunded (still have received nothing to date) as well as the difference in cost (additional 600). Flair will not respond to me via email, they do not answer their phones -and when you are on hold for three hours they just disconnect. There is no way to have any constructive dialogue with any results. I have been trying since the cancellation. Any support would help.

• Initial Complaint

  Date:01/09/2022

  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 had purchased a flight on October 15,2021 from YYZ to YUL. After 2 delays the flight was canceled due to unplanned maintenance for safety. I was entitled to a refund and some sort of compensation. They did not offer rebooking only a refund which I was told I will be able to call to receive my refund. They advised i were to receive within 15 business days. After 15 business days I called 5 times and was told this situation was being escalated and to reach out to my bank in regards to the refund. Till this day i have not received a refund for my flight nor any sort of compensation or apology.

• Initial Complaint

  Date:30/08/2022

  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.

  Purchased two tickets with Flair for $59 each on 07/05/2022. Flights were for YLW to YYJ on 08/01/2022 at 7:40 am and YYJ to YLW on 08/05/2022 at 9:30 am. My flight to YYJ was fine. I am inquiring about my flight home from YYJ.
  
  On 08/04/2022 at 11:52 pm I received an email saying my flight was cancelled(due to flight not being full enough). I did not see it because it was sent when I was asleep. I only saw the email after I had arrived at the airport the next morning and was looking for my gate.
  
  I tried to seek customer service at the airport to see what I should do. There was no one. I went online and only could find a virtual assistant that had premade answers that were not helpful. I finally found a flair customer service number after some difficulty. I was told I was rebooked on the next flight which was a week from the original date(08/11/2022). I needed to be home asap. There were no flights they could put me on that day, or the next day. I found ******* was offering a flight the next day. Before I booked with *******, I read through the passenger rights website. I then called Flair customer support once again to make sure they would pay for my rebooked flight and the representative assured me they would and to send any receipts to them.
  
  I booked with ******* for 08/06/2022 at 10:25 am. It cost $502.03. When I sent Flair my receipt all seemed well. Then I was told I could only receive $125 dollars. I was lied to by customer service, they had never told me about $125, I expected to be compensated fully. I am a college student so this is a lot of money to me. I still have not received any refund for the original receipt nor the compensation. I would like to be fully reimbursed since I was told I could. Flair customer service has been extremely slow, and manipulative. Overall experience with their team seemed okay at first but I feel like I’ve been coaxed into making decisions that would benefit them.