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:30/08/2022

  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 May 17th I booked two round trips from Toronto to Nashville (Aug 25-Aug 28) with Flair Airlines @ $596.00
  On Aug 24th I picked and paid for three seats on the plane (two for the way to Nashville and one for the way home), I paid $48.90
  On Aug 25th my husband and I show up to Pearson Airport three hours early to check in. We are told my husband is "crossed off" but Flair won't tell us why, or what that means. We wait 10 minutes. The Flair employee says the issue has been resolved and gives us each a boarding pass. We spend two hours going through customs and security, the border patrol agent scans my husbands boarding pass and says he's "not on Flair's manifest" and sends us to a different part of the airport. The flair employee here scans his boarding pass and says he will not be flying today and can take the next flight in three days, and won't tell us why. She gives us a number to call ************ but no one answers, as Flair isn't opened yet. She tells us she can't help us and sends us back to the check-in counter at the beginning. They tell us they can't help us either.
  On Aug 28th I email [email protected] requesting a refund and provide the details. They reply saying they will not issue a refund as the denied boarding was "due to US customs and other airport matters that are not within their control" which is not the case as we took a flight with another airline an hour later and had no issue with boarding or customs.
  On Aug 28th I then call Flair and request a refund. They tell me I owe $15 for picking my seat (this is the first I've been told this), and I have already paid for my seats so this is not accurate. They will not explain further. They offer me a partial credit, which I deny. I have called flair 5 times now in the last 48 hours and they refuse to let me speak to a supervisor. They have told me a supervisor will call me within "one hour", "1-2 hours" "the day", but no one calls.

• Initial Complaint

  Date:29/08/2022

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Booked flight FLE239/F8239 departing from BUR to YVR at 16:35pm with Flair for Aug 7th 22
  Aug 6 @ 23:36pm: notified by email of delay until 21.35 for Controllable Internal Operational Requirement.
  Aug 7 through the day: I was in contact with Flight Airlines phone support.
  I was offered a refund, to wait, or to rebook my own flight.
  
  On Aug 7th: when I asked for some vouchers, they told me to contact [email protected] which I did. I received an automated message as my reply. When I called Flair again, I was told that may email would be marked urgent & to expect vouchers in the next 2 to 3 hours. After 4 hours, I called back & was told again to wait another 2 hours for the promised vouchers & again, they did not arrive. I spoke again with Flair & explained that I am a front line healthcare worker scheduled to work the next morning & I would not be able to work if i were not well enough, that I had nowhere to go, and that I was still in the lobby of my hotel waiting for vouchers.
  
  The flight was delayed another 2 hours to 23:25pm for another reason (this one said safety) just as I was leaving for the 21:35 flight. I called support back in exasperation. I reiterated my job requirements and asked again for a food voucher & a place to sleep. Phone support told me to go to BUR Flair counter for vouchers and a place to sleep, but when I got to the airport, the agents said they could not help- that all vouchers come through email. Exhausted and starving, I ended up buying my own meal at BUR because I wasn’t given direction to go elsewhere. Flair call center was closed.
  
  Our flight was still on the ground at 00:30 on Aug 8th & not moving. I did not get home until 03:53am. I was not able to work my 10 hour shift. On aug 9th I emailed my credit card statements for transport to the airport and food, the cost for my lost wages, & a request for $250 compensation as per CTA.. Their final offer was $10. Flair executives have not responded to my emails.

  Business Response

  Date: 14/09/2022

  Hello ******,

  Without prejudice

  I refer to your complaint to
  the ****** ******** ****** regarding your recent flight with Flair Airlines. I
  would like to begin by saying how very sorry I am to read of your frustration
  with and disappointment in Flair Airlines. As we strive to create a remarkable
  travel experience for all our passengers, I apologize that this was not the
  case for you.

  I have now had an opportunity
  to fully review the details of the delay that occurred on flight F8239 on
  August 7, 2022, with service from Burbank to Vancouver and am able to confirm
  that the most significant cause of this delay was due to crew having timed out
  their duty hours on an earlier flight, F8201 on August 6, 2022. This, in turn,
  which caused a knock-on effect on flight F8238, as well as your flight. The
  second notification that you received, which indicated a delay due to reasons
  within Flair Airlines’ control but required for safety purposes, referred to
  unscheduled maintenance that occurred during the delay in Vancouver. I
  apologize for any confusion in our messaging. Please know, however, that Flair
  Airlines took all reasonable measures to minimize the delay.

  In considering our
  obligations to our passengers during this delay, Flair Airlines is bound by the
  Canadian Air Passenger Protection Regulations (APPR) SOR/2019-150 and the US
  Department of Transportation (DOT) Regulations in effect at the time of travel,
  as well as Flair Airlines’ Transborder and International Tariff that was in
  effect at the time you booked your flight. Under all regulations, Flair
  Airlines is considered to be a small airline and has no commercial agreements
  with other air carriers.

  As the most significant cause
  of this delay was within carrier control, section 12 of the APPR governs in
  this case. Under this section, an airline’s obligation is defined as:

  Delay
  (2) In the case of a
  delay, the carrier must

  (a) provide
  passengers with the information set out in section 13;

  (b) if a passenger
  is informed of the delay less than 12 hours before the departure time that is
  indicated on their original ticket, provide them with the standard of treatment
  set out in section 14;

  (c) if the delay is
  a delay of three hours or more, provide alternate travel arrangements or a
  refund, in the manner set out in section 17, to a passenger who desires such
  arrangements; and

  (d) if a passenger
  is informed 14 days or less before the departure time on their original ticket
  that the arrival of their flight at the destination that is indicated on that
  original ticket will be delayed, provide the minimum compensation for
  inconvenience in the manner set out in section 19

  Delay notifications were sent
  to you in accordance with section 13. You were also entitled to a standard of treatment
  as per section 14. I sincerely apologize that vouchers were not provided to you
  and have provided your feedback to our Customer Service team for review.
  However, in these situations, passengers are always welcome to purchase their
  own food and drink and submit a full itemized receipt for review and
  reimbursement. As you were scheduled to depart at 4:30 p.m. PST and finally
  enplaned at 12:04 a.m. PST, you would be entitled to dinner expenses in the
  amount of $20. In your case, I am happy to make a one-time exception without
  prejudice to cover the full amount. However, to allow me to provide a cash
  reimbursement, I will require a copy of your fully itemized receipt. Please
  note, however, that we cover neither alcohol nor gratuities. If you no longer
  have the receipt, I can offer a future travel credit in the amount of CA$49.77,
  valid for a period of two years.

  As the delay was more than
  three hours, passengers were offered the option to rebook to the next available
  Flair Airlines’ flight from Burbank to Vancouver. This is in accordance with
  section 17(1)(b) of the APPR:

  (b) in the case of a
  small carrier, a confirmed reservation for the next available flight that is
  operated by the original carrier, or a carrier with which the original carrier
  has a commercial agreement, and is travelling on any reasonable air route from
  the airport at which the passenger is located to the destination that is
  indicated on the passenger’s original ticket.

  If the options provided, i.e. to remain on the flight or to
  rebook to the next available flight, did not meet our passengers’ needs, they
  were offered the option to cancel and receive a full refund to the original
  form of payment as per section 17(2)(b) of the APPR.
  As you chose to remain on the flight and were notified less
  than 14 days prior to departure of the delay of seven hour and 30 minutes, you
  are entitled to the minimum compensation of $250, as specified in section
  19(1)(b)(ii) of the APPR. I acknowledge that we have received your banking
  details and, once I have a copy of your meal receipt, I shall arrange a wire
  transfer to your bank account.

  These obligations are also defined under Rule 91 of Flair
  Airlines’ Transborder and International Tariff. Under the DOT regulations,
  obligations placed on carrier in the case of a significant delay are limited to
  offering a refund. There is, however, no obligation to offer compensation.

  It should also be noted that there is also no obligation placed
  on Flair Airlines either by the APPR, DOT Regulations or its Tariffs to
  reimburse out-of-pocket expenses, such as lost wages. If you have not already
  done so, I would encourage you to reach out to your travel insurance provider
  to explore any coverage that may be available to you. Even if you did not purchase travel insurance, some credit cards offer travel benefits.

  I trust that this helps to explain Flair Airlines’
  obligations to you in this case. I shall look forward to receiving your meal
  receipt at your earliest convenience and would be grateful if you could copy [email protected] on your
  reply.

  Again, please accept my apologies for your negative customer
  experience with Flair Airlines. We, however, value all feedback from our
  passengers, as this is what assists us in reviewing and improving the service
  we provide. We do hope that you will choose to rebook with us in the future and
  allow us another opportunity to demonstrate our friendly and caring service.

  Sincere regards,

  **** *******
  ********** ********* *******
  Flair Airlines

  This message and any attachments may contain confidential or privileged information. Please do not copy or forward this message or its contents without permission. If you are not an intended recipient, do not re-send, copy or use this e-mail. Please contact the sender immediately and delete this e-mail in its entirety. Privilege is not waived by reason of mistaken delivery to you. Flair Airlines Ltd. (FAL) and its affiliates accept no liability whatsoever for loss or damage in relation to this e-mail and may monitor, retain and/or review email. Opinions expressed in this e-mail are those of the author and may not represent the opinions of Flair Airlines and its affiliates.

  Customer Answer

  Date: 26/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:I request compensation limit as per CTA regulations for delayed flight & for damages & expenses under the rules of the Montreal Convention. The Montreal Convention applies to this incident. The Montreal Convention supersedes CTA regulations as per past CTA decisions. In the event that compensation does not apply under CTA regulations, same compensation applies as per the Montreal Convention. https://otc-cta.gc.ca/node/570660 Flight F8239 one way from BUR to YVR to depart Aug 7th 22 at 16:35pm. Notice of flight delay was provided August 6th at 23:26pm, Flight rescheduled for 21:35pm August 7th. Reason for delay was provided as “Controllable Internal Operational Requirement”. Flight was delayed again on August 7th from 21:35pm to 23:35pm. Flight was still on tarmac at 00:30am August 8th. The total flight delay was about 8 hours. As per CTA regulations, flight delays in excess of 6 hours require small airlines to provide $250 in compensation. This amount is separate from other listed compensation with regard to food, beverage, & accommodation. https://otc-cta.gc.ca/eng/publication/flight-delays-and-cancellations-a-guide As indicated, under the Obligations section, Flair was required to provide reasonable amounts of food & drink. Additionally, the CTA regulations require that airlines provide accommodation for flights leaving early the following day. Despite repeated requests from & eventual promises by Flair for vouchers, none of these were provided to myself. Flair phone agents also misdirected me to the airport for food & drink vouchers and assistance with accommodation from desk agents. Because of Flair’s delays, I was required to take a sick day August 8th. I did not arrive home nearly 4am. Reimbursement for expenses and the lost sick day applies here: https://laws-lois.justice.gc.ca/eng/acts/c-26/page-7.html
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:28/08/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 return trip flight from Flair Airlines for the date of September 15th (Saint John, NB to Toronto, ON) to September 19th (Kitchener, ON to Saint John, NB). The Kitchener flight was cancelled and I was offered alternative flight arrangements or a refund for the Kitchener to Saint John portion only. The alternative flight options did not work for me as my trip concluded in the Kitchener area and not Toronto. I decided to cancel my trip and wait for flying to be less chaotic.
  
  Flair refunded the cancelled flight without issue but refused to refund my departing flight. They will allow me to fly into Ontario without an appropriate method of returning home. I would simply like to have the departing flight refunded in the amount of 49.99 + any applicable taxes and fees. I have screen shots of the conversation I had with the customer service representative that I will attach to this complaint for review.
  
  Thank you.

  Business Response

  Date: 14/09/2022

  Hello
  ******,

  Without prejudice

  I
  refer to your complaint to the ****** ******** ****** regarding your reservation
  ****** with Flair Airlines.

  Having
  reviewed the details of your complaint, I regret to inform you that reservation
  ****** is not eligible for a refund to your original form of payment. As it was
  booked separately from reservation ******, where ****** ***** on September
  19, 2022, was cancelled due to a schedule change, there is no connection
  between the flights and no obligation under our tariffs or the Air Passenger
  Protection Regulations (APPR) to refund it. As per the APPR, you were offered
  the option to rebook to the next available Flair Airlines flight from Kitchener/Waterloo
  to Saint John, which would have been on September 21, 2022. As you selected to
  cancel and received a full refund, our obligations have been met.

  However,
  as a one-time exception without prejudice, I can offer to waive the
  cancellation fee and refund your flight on September 15, 2022, as a future
  travel credit, valid for a period of 24 months. You only have to book by the
  expiry date; you can travel later. Please note that credits are non-refundable
  and non-transferrable.

  I
  trust that this helps to explain why your reservation ****** is not eligible
  for a refund to the original form of payment. I shall look forward to hearing
  from as to whether or not you would like to accept the offer of a future travel
  credit. As the flight is tomorrow, September 15, 2022, I would be grateful if
  you could reply at your earliest convenience and copy [email protected] on your
  response.

  Thank
  you for choosing Flair Airlines for your travel needs.

  Sincere
  regards,

  **** *******
  ********** ********* *******
  Flair
  Airlines
  
  This
  message and any attachments may contain confidential or privileged information.
  Please do not copy or forward this message or its contents without permission.
  If you are not an intended recipient, do not re-send, copy or use this e-mail.
  Please contact the sender immediately and delete this e-mail in its entirety.
  Privilege is not waived by reason of mistaken delivery to you. Flair Airlines
  Ltd. (FAL) and its affiliates accept no liability whatsoever for loss or damage
  in relation to this e-mail and may monitor, retain and/or review email.
  Opinions expressed in this e-mail are those of the author and may not represent
  the opinions of Flair Airlines and its affiliates.Tell us why here...

• Initial Complaint

  Date:26/08/2022

  Type:Product Issues
  Status:

  AnsweredMore 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 roundtrip flight on Flair Airlines from Los Angeles to Vancouver, Canada. Flair *********** *******. The return flight was scheduled for Saturday, July 10, 2022.
  
  
  Three days before my return flight, Flair Airlines informed me via email that they canceled the flight, rescheduling me on a return flight 5 days later, the following Thursday.
  
  In their cancelation email, they offered to reimburse me up to $600 for any replacement flight on any airline. I’ve included an attachment of that email and offer, with Google Gmail timestamp. Their exact offer was:
  
  “You may book with another airline, and we will reimburse you up to $600 per person. Please send in your receipt to [email protected]”
  
  I purchased a replacement flight and submitted my reimbursement request per Flair Airlines’ reimbursement guidelines.
  ****** ******** **** ******* ***** ****** **** *** ***** ****** ****** ******** ************ ***** ****** ******** ******** ************ ***** ****** Cost: $445.23
  
  
  After multiple followup communications with various customer support teams at Flair Airlines, they refuse to even discuss my claim to a reimbursement per their canceled flight email reimbursement terms. Flair Airlines has simply come up with new terms they’ve offered, which are far more favorable to themselves. Despite a replacement flight cost of $445.23, they offered refund of only $181.80, and told me I have to track down the refund with a 3rd party site that they already reimbursed to a credit card I don’t own.
  
  It’s notable that no time in any of their 10+ ‘customer service’ emails to me did they ever state a case number for this.
  
  I feel Flair Airlines needs to be responsible for the offer they made me in the flight cancelation email, and I expect a refund of $445.23. I’m not even factoring in the hours and hours I’ve spent dealing with this issue and the hoops they’ve sent me through with their circular customer support emails.
  
  Communication details are attached.

  Business Response

  Date: 04/09/2022

  Hello
  *******,
  
  Without
  prejudice
  
  I refer to
  your recent complaint to the ****** ******** ****** regarding the cancellation
  of flight F8238 on July 10, 2022, with service from Vancouver to Burbank.
  
  I have
  reviewed the details of this cancellation and am able to confirm that the
  cancellation was due to reasons within Flair Airlines’ control. The
  cancellation notification did include an offer to either be rebooked to the next available Flair Airlines flight from Vancouver to Burbank, or to cancel for a refund to the original form of payment or
  to accept up to $600 towards the purchase of a ticket with another airline. It
  appears that our agents misunderstood your request to refund your flight with ******* ********, as this offer was an
  exception to our obligations under the Canadian Air Passengers Protection
  Regulations (APPR), where Flair Airlines’ only requirement was to offer to
  rebook you to the next available Flair Airlines flight from Vancouver to
  Burbank or to allow you to cancel for a full refund to the original form of
  payment and provide the required $125 in APPR compensation.
  
  As we
  processed a refund of the amount you paid to the original form of payment, $181.80
  will be deducted from the amount you paid to purchase a new ticket on another
  carrier. This amount was refunded to a ********** ****** ** ********. If this
  is not the card you used to make the reservation, please follow up directly
  with your Travel Agent. I shall, however, go ahead and request that a payment
  in the amount of US$263.43 to be sent to you using the details you sent to our
  agents. As we did process a refund, you may keep the CA$125 that has been sent
  to you for compensation under the APPR.
  
  Again, I am very sorry for the confusion that occurred with your request. At Flare Airlines, we strive to create a remarkable travel experience for all our passengers and I am truly sorry this was not the case for you. I trust
  this helps to resolve this issue. Please let me know, however, if you require
  any further information.
  
  Sincere regards,
  
  **** *******
  ********** ********* *******
  Flair
  Airline

  Business Response

  Date: 15/09/2022

  Hello Mr. **********,

  Without prejudice

  Please find attached further details, which I trust will assist in clarifying the amounts quoted in my original response.

  Sincere regards,

  **** *******

  ********** ********* *******
  Flair Airlines
  
  This message and any attachments may contain confidential or privileged information. Please do not copy or forward this message or its contents without permission. If you are not an intended recipient, do not re-send, copy or use this e-mail. Please contact the sender immediately and delete this e-mail in its entirety. Privilege is not waived by reason of mistaken delivery to you. Flair Airlines Ltd. (FAL) and its affiliates accept no liability whatsoever for loss or damage in relation to this e-mail and may monitor, retain and/or review email. Opinions expressed in this e-mail are those of the author and may not represent the opinions of Flair Airlines and its affiliates.
  
  

   

  Customer Answer

  Date: 20/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

  
  

  At this point, I've received no reimbursement funds from Flair Airlines whatsoever, and based on my past experience with the company, I have no faith in them doing what they say they will.

  
  

  Please provide the following as proof for what you say about the 3 forms of payment you say I will receive.

  The name of the payment issuing organization

  The contact email for someone who can address the issue

  The amount that was authorized to be paid

  The date that amount was approved for payment

  Status on where that payment is and when I should expect to receive it. .

  
  
  
  Sincerely,
  
  
  
  ******* **********

  Customer Answer

  Date: 21/09/2022

  
  ********** ********
  
  I am rejecting this response because:

  
  

  At this point, I've received no reimbursement funds from Flair Airlines whatsoever, and based on my past experience with the company, I have no faith in them doing what they say they will.

  
  

  Please provide the following as proof for what you say about the 3 forms of payment you say I will receive.

  The name of the payment issuing organization

  The contact email for someone who can address the issue

  The amount that was authorized to be paid

  The date that amount was approved for payment

  Status on where that payment is and when I should expect to receive it. .

  
  Sincerely,
  
  ******* **********

  
  
  
  
  

• Initial Complaint

  Date:26/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 through ******* for a Las Vegas trip that did not work out and it was stated to be refundable. I was able to cancel the hotel but it said to call flair to cancel. They never pick up and I filed a refund report In January and never heard back. Reservation number is ****** and I just wanna see if I can get some help. The amount was 402.12 cents. Thank you

  Business Response

  Date: 04/09/2022

  Hello ****,

  Without prejudice

  I refer to your complaint to the ****** ******** ****** regarding your refund request from Flair Airlines.

  I apologize if you were provided misleading information. However, as per Rule 125(A) of the Flair Airlines International and Transborder Tariff, all bookings made through a Travel Agent must be refunded in the same manner. Please reach back out to *******, and request that they process this for you. I also apologize if you have not heard from Flair Airlines prior to this. However, I am unable to locate any correspondence from email address *******************.

  I trust this will help resolve this matter for you.

  Sincere regards,
  
  **** *******
  ********** ********* *******
  Flair Airlines

• Initial Complaint

  Date:22/08/2022

  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 Toronto to Abbotsford July 28th
  
  On July 26th:
  Received a notice that the flight was delayed.
  Eventually it was cancelled and I was automatically booked on a flight the second week of August.
  
  I contacted Flair and they managed to get me on a different flight, from Toronto to Vancouver for July 31st.
  
  July 31st
  I arrived in Toronto and the Flair flight was delayed and then eventually cancelled.
  I was automatically booked on a flight for Aug 9th.
  
  I contacted Flair via chat and spoke with ****** (360). She found me an earlier flight for Aug 6th.
  I advised her that I was stranded in Toronto and she advised me that I would receive hotel and food vouchers via email within 2-3 hours.
  
  I waited until after 11pm and phoned, spoke with ***** - he told me that he sees the request, he spoke to his *******, put a priority on it, and I should receive my vouchers in 2-3 more hours. He advised me that I could stay in a hotel and keep the hotel and food receipts and I would be reimbursed. At some point I was also advised that I had to call in every day to request vouchers!
  I stayed at a hotel at the airport waiting for vouchers.
  
  Aug 1st
  Sill no vouchers, ***** advised me via chat that the vouchers come the next day, not in 2-3 hours. I would get yesterday’s voucher today (within 2-3 hours) and today’s voucher tomorrow etc.. She put in the request till Aug 6th - I wouldn’t have to call every day.
  
  I tried several times to get more information and limits on the vouchers. Nobody knew the hotel info but food was $60.00
  
  Aug 2nd
  Looking at their site again, I found flight for this day, called and got it booked, finally got home.
  
  After emailing back and forth and providing receipts, trying to get reimbursed, I received a reply advising me that I was entitled to $125.00 for a different flight! (it was for my outgoing flight from Abbotsford/Vancouer to Toronto) The flight was delayed and cancelled, but this was not my current issue.
  
  Reimburse for food and hotel

• Initial Complaint

  Date:22/08/2022

  Type:Sales and Advertising 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.

  Part 1/2
  Hello,
  My name is ****** *********.
  I am requesting help to obtain a refund for my airlines tickets & possible compensation for the alternate plans I had to make as well as the trauma and immense emotional stress that Flair Airlines imposed.
  
  I was suppose to be a passenger on Flair Airlines on July 30th 2021.
  My flight was suppose to be from Las Vegas, Nevada to Toronto, Canada via flight ***** *********** ******* ****** I paid $663.52 for 2 tickets and baggage.
  
  All day I had been attempting to check in to the app with severe difficulty.
  At noon on July 30th (4:20 hours before our flight) we were sent an email stating our flight had been changed from 4:20pm to 5:30pm
  We arrived at the airport at approx 2:30 like asked (3 hours prior)
  Upon arrival to the airport we attempted to locate a Flair Airlines kiosk desk to complete the steps check in. We had found the Flair kiosk completely empty. We stood there for a few minutes waiting for someone to arrive. No one did.
  After approx. 10 minutes of standing there waiting, another airline representative came over to us to see if there was anything they could assist us with.
  We had mentioned that we were flying with Flair & needed some help at the kiosk.
  That person had mentioned that the flight time for Flair was 4:20pm but that they had several other people who had asked them about it and too received emails that the flight time was changed to 5:30pm. We showed them the email and they stated that was an official email stating a flight time change.
  They suggested we use the phone to call to ask for a Flair Airlines Rep.
  They also stated to ask for
  “Any available Flair Airlines Attendant to attend to their kiosks to aid their passengers” multiple times over the intercom at the airport. Atleast 10 times.
  We stood there for 45 minutes trying to actively get ahold of Flair Airlines.
  
  Please see part 2/2 of story in uploaded documents

• Initial Complaint

  Date:22/08/2022

  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 and I flew August 14, 2022 to Charlottetown PEI from Toronto, ON. We returned August 19. We purchased extra leg room both ways for $30 each. We did not have extra legroom on our flight down. We did on our way back. After hours of trying to contact Flair airlines. They said there were no refunds for add ons. We did not receive the service we paid for so I expect a refund for the payment of extra seats for both of us on our August 14 flight. $30. each plus tax. ************ ****** *******

• Initial Complaint

  Date:21/08/2022

  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 August 19th I was scheduled to fly out of YYZ in Toronto to Fort Lauderdale for 6:35 departure. The flight was delayed until 9:50 making it a 3 hour and 16 minute delay. According to their policy:"If a delay is within Carrier control, and not for reasons of safety, and the passenger is informed 14 days or less before the original departure time of the flight, the following minimum compensation may apply:
  - (i) $125, if the arrival of the passenger’s flight at the destination that is indicated on the original ticket is delayed by three hours or more, but less than six hours" They are trying to convince me it was 2h55m which is incorrect and I have proof from the airport and on the original time which I received via email the boarding pass doesn't even list the departure time but I have proof from that too stating that boarding time was at 5:50am. My goals moving forward are for flair airlines to take accountability for their mistake, to inform and warn people that they might be put in this situation like myself and for me to get the compensation I'm owed as per their policy. If they're going to set a policy they need to uphold it and this lack of accountability is unacceptable.

• Initial Complaint

  Date:18/08/2022

  Type:Product Issues
  Status:

  AnsweredMore 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.

  The nature of this dispute is to receive a full refund on our Flair tickets and additional expenses. Our Flair reservation number was: ******. On April 17th, we purchased a Flair round-trip ticket ($358.00 CAD) through ******* for a vacation to Florida. We also purchased additional baggage ( $79.10) On April 23rd, we checked in online that morning and arrived at the airport 3 hours prior to our flight time. Upon arrival at our gate, we were informed that our flight had been cancelled. We received zero notification prior to getting to the airport. To ensure that we could still make it to our accommodations, we purchased two direct flight tickets through *** ****** ($989.52). Flair's cancellation email stated that customers could “file a claim for additional financial compensation due to the nature of the delay” and process the refund within 7 - 10 days business days. However, this did not happen. We did not receive any follow-up until we tried calling and using their online live-chat service. We spoke to a customer service representative three times and no one was able to give us information about our refund request. On May 20th, we finally received a follow-up email from Flair only to inform us of a refund amount ($217.60) that did not reflect or add up to our expenses. We received no explanation for this refund amount. We also did not receive the money through my bank. I contacted my bank as per their advise and they could not resolve the issue. My bank redirected me back to Flair. In addition, due to the cancellation we ended up getting to our destination 4 and a half hours behind schedule. Because of this, we ended up losing out on our original car rental and we had to book a more expensive vehicle ($51.19). On June 17th, we followed up with Flair again emphasizing our concerns for the above mentioned reasons only to receive another email stating that our case has been escalated. Still waiting, it has now been over 2 months since our last email to Flair.

  Business Response

  Date: 04/09/2022

  Hello
  ********,
  
  Without
  prejudice
  
  I refer to
  your recent complaint about Flair Airlines. I apologize for any confusion of
  frustration that was caused by the cancellation of flight ***** on April 23,
  2022. At Flair Airlines we strive to create a remarkable travel experience for
  all our passengers, and I am truly sorry this was not the case for you and your
  travel companion.
  
  Having
  reviewed the details of the cancellation, I am able to confirm that it was due
  to reasons within Flair Airlines’ control. In the cancellation email that was
  sent to you at 2:04 p.m. EST on April 23, 2022. You were offered the option to
  rebook with Flair Airlines, or to cancel and receive a full refund. Our records
  show that you contacted our Contact Centre at 8:05 p.m. EST on the day of the
  cancellation to request a refund and you received confirmation at 9:49 p.m. EST
  that this had been processed.  The
  following amounts were refunded:

  $358.00 (fares) to **** ******** * ******** ****** 
  $79.10 (seat assignment x 2)) to **** ******** * ******* *******
  $66.67 (first checked bag) to **** ******** * ******* *******
  $44.07 (carry-on bag) to **** ******** * ******* *******

  If you have
  still not received your refunded amounts, please follow up directly with your
  travel agent if the credit card ******** does not match yours. If both cards do
  belong to you and *******, please follow up with your financial institution(s),
  as these funds no longer sit with Flair Airlines.
  
  As the flight
  cancellation was due to reasons within our control, you are both eligible for compensation
  in the event of cancellation, as per section 19(2)(b) of the Air Passengers
  Protection Regulations (APPR).
  
  As we
  provide wire transfer payments for passengers with Canadian bank accounts and
  cheques for those who do not, I would now be grateful if you and ******* ******* could send your banking details in the form of a void cheque to
  [email protected] and mark the subject line(s) as:
  
  *** **** ********* ******* *******
  
  Once I
  receive your banking details, please allow up to eight weeks for the funds to
  be deposited into your bank account(s).
  
  With
  regards to your request for the reimbursement of your flights with *** ******
  and your car rental, there is no obligation placed on Flair Airlines either by the APPR or its Domestic Tariff to
  reimburse out-of-pocket expenses where a passenger chooses to rebook with
  another airline. I, therefore, respectfully decline your request for this. As
  Flair Airlines is a small airline with no commercial partnerships, its
  obligations under section 17(1)(b) of the APPR would have been to rebook you to
  the next available Flair Airlines flight from Toronto (YYZ) to Orlando Sanford
  (SFB), which would have been on August 26, 2022, or to allow you cancel and provide a full refund.

  If you have
  not already done so, I would encourage you to reach out to your travel
  insurance provider to explore any coverage that may be available to you.

  I trust
  that this helps to resolve this issue and I look forward to receiving your
  banking details.
  
  Sincere
  regards,
  
  **** *******
  ********** ********* *******
  Flair
  Airlines

  Customer Answer

  Date: 12/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: I do not believe that this is a reasonable response to the additional expenses we decided to purchase in order to make it to our rental car and accommodations.  You outline that we had the option to be rebooked to the next flight which would have been on August 26, 2022 - this is nearly 4 months later than our planned Spring vacation time. When we were at the airport, a Flair representative told us that the next flight would be on April 26t, 2022 - which still would not have worked for us because we would have lost the money used to pay for our hotel and car rental!
  
  I believe this is a big error on your end and reemphasizes the poor customer service we have received from the moment our flight was cancelled. You also failed to acknowledge the refund amount of $217.60, which we never received. I have also copied my partner, ******* ********* ******* to this email. 
  
  It is not reasonable to not reimburse your passengers that have accommodations in Florida booked from April 23-April 28, with a flight scheduled 2 days or 4 months later. It is unacceptable that you are asking your customers to lose out on a vacation that they had already paid for because of your cancellation that was out of our control. 
  
  We do not accept your response and I have attached the emails I have referenced above.
  
  We are requesting to be reimbursed for our additional expenses immediately. Please refer back to our attachments in our initial complaint submission for additional context. 
   
  
  Sincerely,
  
  
  
  ******** ******