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:17/08/2022

  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.

  On June 12, 2022 my Flair Airlines flight was delayed for more than 9 hours due to "controllable crew restrictions". On June 23rd, 2022, I was approved for a $500 reimbursement, sent a copy of my void cheque as requested, and have since reached out many times over email to follow up on this with no response. I have called the airline twice over the past two weeks, and each time they have told me that someone from the refunds department will be reaching out within 48-72 hours, and still no response. This evening I was hung up on by the representative.
  I understand that every sector is significantly backlogged right now, but if customers are being told "7-10 business days for the funds to reflect in your account", then 2 months is not an acceptable time frame.

  Business Response

  Date: 04/09/2022

  Hello ****,

  Without prejudice

  I refer to your recent complaint about Flair Airlines.

  Having had an opportunity to review the details of the delay on flight ***** on June 12, 2022, I am able to confirm that it was caused by reasons within Flair Airlines' control. As per section 19(1)(b)(iii) of the Air Passenger Protection Regulations, you are eligible for delay compensation in the amount of $500. Our records indicate that a payment request was sent to our Finance Department on or around June 26, 2022. As this is a compensation request and not a refund, it can take up to eight weeks to be processed. Please note that the timeframe of seven to 10 business days to which you refer is only for refunds. I am very sorry that you were not advised of the timeframe for compensation requests and I have passed on your comments to our Customer Service Experience Team for follow-up and feedback.

  I would be grateful if you could now confirm if you have received the funds.

  I shall look forward to hearing from you.

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

• Initial Complaint

  Date:17/08/2022

  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.

  My dad had a stroke so I need to fly to NS. I looked for weeks online before settling with flair. As I booked from their website I saw prices were cheap at $89 so I decided to buy 4 and bring my kids. I selected my dates from the 24th to the 31st of August. Reviewed my choice, added carryon and luggage then paid. The next morning I work up and saw 2 confirmation emails for my flight to NS but not returning to Montreal. Yesterday I tried calling and spent 1 hr 45 mins on hold. I was also simultaneously on their online chat waiting. No one answered I gave up and tried several more times. Then today the 17th I once again tried both methods then left my number for a call back. The rep told me I only had tickets to go to NS. I can cancel but the fee is $59 dollars per ticket or buy returning tickets for 570. This was all they could do. Their site has been down on and off since the morning of the 16th I explained this but still was told they can’t help it’s past 24 hrs. I’m flying with a autistic child. I even explained. I’m also attaching screenshots today of the 2 options you pick when confirming going and returning which I got both of these when I booked. Also the glitch on the site currently.

  Business Response

  Date: 04/09/2022

  Hello
  *****,

  Without
  prejudice
  
  I refer to your complaint to the ****** ******** ****** regarding Flair
  Airlines. I am sorry to read of your frustration with our booking system,
  especially as you were travelling to see a sick family member.
  I
  have now had an opportunity to review your reservation and can confirm that you
  only selected and paid for four passengers on flight ***** with service from
  Montreal to Halifax on August 24, 2022. As passengers progress through the
  booking flow on our app or on our website, they are asked to review the booking
  prior to purchase. This review shows the flight(s) selected, as well as any
  add-ons. The screenshot that you have provided of your payment summary reflects
  what would have been shown to you at the review stage. This shows that only one
  flight had been selected.

  I
  am very sorry if you missed the fact there was only one flight when you
  reviewed your selections. However, the review is provided to ensure that
  passengers are clear as to the choices they have made before they submit
  payment. It is the passenger’s responsibility to ensure that the details are
  correct.

  I
  would also like to apologize for the time it took for you to get through to
  Flair Airlines. However, our records show that you first contacted us through
  our website chatbot at 5:28 p.m. EST on August 16, 2022. You immediately asked for
  customer support and were advised that it would be approximately 39 minutes for
  a live agent to be available. Our agent then replied to you 23 minutes later at
  5:51 p.m. EST, and at 5:53 p.m. EST she asked how she might assist you. You did
  not reply at that point. Had you done so, you would have still been within your
  24-hour grace period after booking and would have had the option to cancel for
  a full refund to the original form of payment. You did not contact us again
  until after the 24-grace period on August 17, 2022. It was on August 17, 2022,
  that you emailed and called Flair Airlines.

  I apologize
  that I am unable to assist you with your request for a refund, as you flew on flight ***** on August 24, 2022. Nor am I able to provide
  any replacement flight. I trust, however, that this will help to further
  explain what happened when you booked your flights.

  Sincere
  regards,

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

• Initial Complaint

  Date:16/08/2022

  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.

  I was on flight F8290 with Flair Airlines from YXE (Saskatoon) to YVR (Vancouver). The original flight was supposed to leave on August 3rd at 9:50 PM (YXE time) and arrive at YVR at 11:00 PM (YVR time). I got an e-mail when I was on my way to the airport at around 5:30 PM of that day saying my flight was delayed due to a “Controllable for Safety Late Arrival of Aircraft caused by Unscheduled Maintenance At Previous Station”. Around an hour later, got another e-mail then saying my flight would actually leave at 3:45 AM (YXE) time due to “A Controllable Late Arrival caused by Late Boarding at the Previous Station”. I tried calling Flair or talking to agents at the check in location at the airport, but did not get any answers and there were no Flair agents working at the airport.
  My flight ended up leaving at around 4:15 AM (YXE time) August 4th and I arrived at YVR at 5:28 AM (YVR time). I emailed the compensation team several times with proof (attached) that my flight landed 6.5 hours late and for that I am entitled to a $250 compensation as per Flair Airlines guidelines on their website, and all the agents insist that “on their system” it shows the flight landed at 4:55 AM and they will ignore my proof or any questions I have. I also wasn’t provided with any money/vouchers for food or accommodations even thought it was an overnight wait.

  Business Response

  Date: 04/09/2022

  Hello
  *****,

  
  Without
  prejudice
  
  I refer to your complaint to the ****** ******** ****** regarding your recent
  flight delay on F8290 on August 3, 2022. I am very sorry to read of your
  frustration with and disappointment in Flair Airlines. Please know that we
  strive to provide a remarkable travel experience for all our passengers, and I
  am truly sorry that this was not the case for you.

  
  Having
  now had an opportunity to investigate this matter, I am able to confirm that
  the flight did arrive in Vancouver at 5:30 a.m. on August 4, 2022. This was a
  delay of six hours and 30 minutes. However, when considering if a flight
  qualifies for compensation under the Canadian Air Passengers Protection
  regulations (APPR), it is important to consider the most significant cause of
  the delay. As you mentioned in your complaint, you received two delay
  notifications; one which informed you that the cause was unscheduled
  maintenance, while the other provided the reason of late boarding. The portion
  of the overall delay caused by unscheduled maintenance was four hours and five
  minutes, while the remaining two hours and 25 minutes was due to late boarding.
  As can be seen, the larger portion of the delay was due to unscheduled
  maintenance, which is categorized as being within carrier control but required
  for safety purposes.

  
  Section
  11 of the APPR allows for a standard of treatment once passengers have waited
  two hours or more after the scheduled time of departure. Both notifications
  invited passengers to contact our agents either at the check-in counter or the
  gate for a drink and snack. If you did not receive this and have fully itemized
  receipts for meals purchased between 1 a.m. on August 4, 2022 and the actual
  departure time of 4:26 a.m., please forward them to [email protected] for
  my review. We cover up to a maximum of $20 for this delay but reimburse neither
  alcohol nor gratuities.

  
  Where
  section 11 of the APPR is the governing section in a delay or cancellation,
  however, section 19 does not apply, and you are ineligible for compensation. I
  see, however, that you were offered $125 in APPR compensation. While this was
  offered incorrectly, I will honour that amount.

  
  While
  I appreciate that you will be disappointed with my response, I hope that this
  will help you to better understand what occurred during the delay on flight
  F8290 on August 3, 2022. These links may also help:

  
  https://laws-lois.justice.gc.ca/eng/regulations/SOR-2019-150/FullText.html
  https://otc-cta.gc.ca/eng/publication/types-and-categories-flight-disruption-a-guide

  
  We
  also look forward to welcoming you on board a future Flair Airlines flight.

  
  Sincere
  regards,

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

  Customer Answer

  Date: 06/09/2022

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:15/08/2022

  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.

  We were to travel in June 2018 to Calgary. However flights were changed due to covid. Flair promised me a refund for my tickets. I have email confirmation of this. Because my **** changed I had to send them my banking information. I have sent it 4 times. Everytime I call they confirm they see all my information and how many times I call. They then say a manager will respond in 48 hours. I am still waiting. I call Flair airlines weekly and wait on the phone for hours. then I review everything, have the same conversation and then I am told I am going to ensure you get a call back, nothing. I have wasted countless hours trying to contact Flair. I have wasted countless hours on the virtual assistant .

  Business Response

  Date: 04/09/2022

  Hello ********,

  Without prejudice
  
  I refer to your complaint to the ****** ******** ****** regarding your reservation with Flair Airlines. To allow me to investigate this matter, I would be grateful if you could provide the following information:
  
  1. Your Flair Airlines reservation number
  
  2. Your flight number(s), flight date(s), together with the cities of departure and arrival
  
  I shall look forward to hearing from you.
  
  Sincere regards,
  
  **** *******
  ********** ********* *******
  Flair Airlines

  Customer Answer

  Date: 07/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because: the response that came from Flair Airlines is the same response that I have received over ten times in the past six months. 

  Every time I call I get the same answer, please give us your information and someone will call you back. One of my calls I demanded to speak to a manager and once again I was told to stay by phone and email, someone would get back to me. I have an email from Flair stating I would receive a refund and that Flair received my required banking information to complete the transaction. (it will take 6 - 8 weeks) I am still waiting with no refund.   
  

  After one of my call, they said a manager would get back to me, two days later I received a call at 11.30 pm , and was told they are looking into it. 

  This is the information the Flair requested in their response, that I have provided over 10 times. 

  ******** ******* 

  **** ******* 

  Toronto to Calgary - June 2020

  Flight Number - ****** 

  Birthday is March 02 1970 - Flair had wrong month (April) Every time I phone we discuss this 

  **** ******* Birthday - June 24 2002 

  Originally flight was paid with A ******* ****, the card was changed, they asked for VOID cheque. I have sent it 3 times and received confirmation they received it.  

  Email on file - ********************* * *************************** 

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

• Initial Complaint

  Date:11/08/2022

  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.

  Flair Airlines, through email, agreed to provide compensation of $500 based on APPR. As much as I feel I am entitled to more, the initial service provided and the speed at which we came to an agreement was satisfactory. Compensation was promised within 3-6 weeks. It is now 6+ weeks with no compensation. I have called Flair customer service 2 times this past week and both times the representative stated they have no ability to contact the Compensation Escalation team. I do not want to go to small claims court over an administrative matter that almost every other organization I have dealt with, resolves the matter much faster than 6 weeks. My reservation number is ******.

• Initial Complaint

  Date:10/08/2022

  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.

  Recently booked a flight from Toronto to Winnipeg - reservation ******* - ****** *****. My flight was meant to leave at 6:10 AM on Monday, July 18. It was delayed 4 times over the course of the day - resulting in 19 hours of total delay. We flew out on Tuesday, July 19th at 12:10 AM. Each delay was due to an "CONTROLLABLE OPERATIONAL CONTROL."
  
  Under the rules set by the CTA in the Air Passenger Protection Regulations, for flight delays on large airlines (of which Flair qualifies as) of more than 9 hours, I am entitled to 1000.00 compensation. I have tried to communicate with them, but they've told me they would reimburse 125.00 because I did not reschedule my flight (although the only option for rescheduling was for 24 hours later, which was still longer than my entire delay).
  
  Very tired of hearing this exact story from so many others whose travel plans have been messed up because of logistical issues with this airline.

• Initial Complaint

  Date:09/08/2022

  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.

  Flair Airlines' reps lacked assistance & co-operation: 1st representative on July 31st by phone and 2nd representative by email correspondence *** from the Compensation Escalation Team. After several correspondences back and forth, it was clear that Flair reps were not responding in good faith & was trying to avoid your responsibility & obligation to air passengers.
  
  1. Our flight was to depart on July 31. Flair canceled our flight and re-booked us out of Vancouver on August 6 - the date was not acceptable. This is a change of itinerary for 6 days (150 hours).
  
  2.We immediately called Flair but was put on hold for 75 mins, The Flair rep. was unable to re-book us for a direct flight or an itinerary with connecting flights back to Toronto by Aug 1 or 2.
  
  3. We had no option but to cancel the flight & requested a full refund for the return flight portion & looked for an alternate carrier after exploring dates & routes with the Flair rep.
  
  4. Rep. ***, Flair Compensation Escalation Team kept insisting that we’re still available to fly on Flair re-booked flight out of Vancouver on August 6th, when we clearly insisted on a refund and cancellation 3 days prior.
  
  After 9 days, there has been no refund issued & our flight was never canceled. We can only conclude that the Flair rep either lied or provided weak excuses. *** claimed that CTA guidelines makes us only eligible for $125/pp and that was her sole remedy. A flight disruption & delay of 150 hours is beyond the standard definition of a flight delay. This proposed compensation after 3 emails from Flair to try to resolve this matter, is clearly unacceptable.
  
  We insist Flair reimburse: Total expenses for Patricia, EE incurred due to flight cancellation: $1,242.35, Total expenses for Siew Kuan, WONG incurred due to flight cancellation: $1,042.79. Additionally, we seek a compensation in amount of $5,000 per person which we deemed to be reasonable, less any previous airline refunds and reimbursables.

• Initial Complaint

  Date:08/08/2022

  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 booked a flight from Las Vegas to Vancouver (my reservation #******) to travel on June 30, 2022 and return from Vancouver to Las Vegas on July 10, 2022. On June 30, 2022 we received a Notice of Cancellation that outlined the reason for the cancellation which was "controllable for safety equipment" and options as far as compensation. We were also automatically rebooked on a flight 2 days later. The airline attached a food and hotel vouchers. We did not use the hotel voucher and booked a flight on another airline instead and absorbed the cost of our new tickets. We had an important engagement in Vancouver and had to arrive on June 30, 2022. However, we did try to use the food voucher, only to find out that it was not accepted anywhere at Las Vegas airport.
  My return flight on Flair was booked for July 10, 2022 and to my surprise I have received yet another Notice of Cancellation. This time, Flair cancelled for a different reason. The reason given by the airline was "late aircraft delivery from the manufacturer" and due to this reason I was given different options as far as rebooking / reimbursement. Flair rebooked me on the next available Flair flight, which was two days later than my original flight. I was also given an option to
  book with another airline, and receive a reimbursement of up to $600 per person. I booked a flight on ***** and as instructed by Flair, emailed the receipt ($594.71 CAD) to [email protected].
  On July 28, 2022 I received an email from Flair indicating that I do not qualify for reimbursement because the flight was cancelled due to "controllable for safety equipment", which is an absolute lie. Flair's Notice of Cancellation clearly indicated the reason being "late aircraft delivery from the manufacturer". I sent an email to Flair on July 28, 2022 explaining the difference just to receive the same response from the airline.
  Flair Airline is trying to defraud their customers and should be reprimanded!

• Initial Complaint

  Date:08/08/2022

  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.

  Flair Airlines said they would issue a credit owed to me of $339.50. It is in reference to booking numbers ****** *** ******.
  
  In April 2022, I booked two flights to Halifax (******) that I had to cancel as I contracted Covid-19 and could not travel. I received a credit for these flights.
  
  On June 30, 2022, I booked a flight to Vancouver (******) using my credit. There was a remaining balance of $339.50 from the original credit that the customer service representative said would be credited to my Mastercard and I should receive it in approximately ten business days.
  
  On July 7th I called Flair Airlines to follow-up on my credit as I had not received it. I was assured that the credit was in progress and it should appear on my credit card statement soon.
  
  On Aug 5th, 2022 I called Flair Airlines to follow-up on my credit as I had not received it. The customer service representative said it had been applied. I said I had not received it. She said that it was between my credit card company and me.
  
  On July 8, 2022 I called Mastercard to explain the above situation and they confirmed that I have not received my credit from Flair Airlines. They advised me to write to Flair Airlines to prompt a written confirmation that I am due a credit and then they can act. Please see supporting documents.
  
  I am not hopeful that I will receive this credit. Each call to Flair can take 1-2 hours of waiting time as they always high a high volume of calls.
  
  My goal is to get my credit of $339.50.
  
  Thank you,
  ***** *******

  Business Response

  Date: 18/08/2022

  Hello *****,

  Without prejudice

  I refer to your recent complaint to the ****** ******** ****** regarding the refund of your flight.

  Having reviewed the details of your complaint, I am able to confirm that a refund was processed on June 30, 2022, for the amount of $339.50. This was refunded to your ********** ****** ** ********, which is the card you used to make both bookings ****** and ******. If you have not received these funds, please follow up directly with your financial institution, as these funds sit with it at this point.

  I trust this helps to resolve this issue. Please let me know, however, if I can assist further in this matter.

  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: 20/08/2022

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

   

  1. I did not receive the credit of $339.50 as confirmed by my financial institution.

  2. On August 11, 2022, I asked Flair Airlines, via email, for confirmation of the credit by providing me documentation or a reference number so I can follow-up with my financial institution, the reply I received was that my query has been escalated to their management for further assistance. I have not heard from Flair Airlines since.  I can provide the email thread should you wish to see it.

  3. My financial institution has opened a dispute transaction inquiry as they have been able to confirm that I did not receive the credit even though Flair Airlines says I have.

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

• Initial Complaint

  Date:07/08/2022

  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.

  My wife and I Flew with Flair Airlines on June 12 with reservation number ******
  Our flight was delayed over 12 hours and we are looking for reimbursement for both meals and Hotel that we paid for due to the delay.
  The flair employees told us we would be reimbursed for the meals and hotel. During the event of the delay Flair failed to communicate with us as outlined in their Domestic Tariff " Communication of status updates to Passengers every 30 minutes until a
  new departure time for the flight is set or alternate travel arrangements
  have been made for the affected Passenger, or any new information as
  soon as feasible. This information referred to above will be provided by
  means of audible announcements and, upon request, by means of visible
  announcements."
  It took over an hour to hear what was happening and was not communicated. We boarded at 9:30Am and deplaned at 12:45Pm we were not offered any food or water during this delay. We waited another hour until at 1:45Pm we were told our flight time had been delayed until 1Am on Monday June 13th.
  As stated by employees and outlined in the Domestic Tariff Flair must
  "(ii) If a Passenger is informed of the delay less than 12 hours before the departure
  time that is indicated on their original ticket and the Passenger has waited
  2 hours after the departure time that is indicated on their original ticket, the
  Carrier will provide the Passenger with the following treatment free of charge:
  (a) food and drink in reasonable quantities, taking into account the length of
  the wait, the time of day and the location of the Passenger; and
  (c) If the Carrier expects that the Passenger will be required to wait overnight
  for their original flight or for a flight reserved as part of alternate travel
  arrangements, the Carrier will offer, free of charge, hotel or other
  comparable accommodation that is reasonable in relation to the location of
  the Passenger, as well as transportation to the hotel"
  We look forward to resolving our issue

  Business Response

  Date: 17/08/2022

  Hello ****,

  Without prejudice

  I refer to your complaint to the ****** ******** ****** regarding your recent flight experience with Flair Airlines.

  I would like to begin by saying how sorry I am that the delay on your flight caused a disruption to your travel plans. I am, however, able to confirm that the delay was caused by unscheduled maintenance, which is categorized as being within carrier control, but required for safety reasons. As you are eligible for a standard of treatment under the Air Passenger Protection Regulations, I have now authorized reimbursement of your meal and accommodation expenses as part of the complaint that was submitted by the other passenger on this reservation.

  I trust that this now helps to resolve this matter. Please let me know, however, if I can provide further assistance.

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

  Customer Answer

  Date: 17/08/2022

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** ******