Complaints

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

close

Find a Location

Flair Airlines has 2 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Flair Airlines

  4032-1000 Airport Rd Edmonton, AB T9E 0V3

• 

  Flair Airlines

  128-2000 Wellington Avenue Winnipeg, MB R3H 1C1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2022

  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.

  On June 22nd I book a flight with Flair airline Reservation ******* they charged my credit card twice for this flight in the amount of $588.87. I called my credit card and had one of the charges reversed. That meant that I still paid $588.87 for my flight. I arrived at the airport August 7th to get on my flight only to find out Flair had canceled my flight and not notified me. After trying to speak to multiple Customer Service agents and even a Supervisor they said that when they refunded the one charge they cancelled my flight no other explanation. I had car bookings and hotel bookings for this trip booked. I am out all of that money and you still charged me!!! This is unacceptable and you absolutely ruined my vacation for myself and my children. I want an explanation for all of this and you took my $588 dollars!

  Business Response

  Date: 17/08/2022

  Hello *****,

  Without prejudice

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

  I would like to begin by saying how sorry I am to read of your
  frustration with, and disappointment in, Flair Airlines. I have, however, had
  an opportunity to investigate this matter in full. I am unclear why, but it
  appears that a glitch occurred when you booked your flights through your
  third-party travel agency, which caused a second payment to be taken. When this
  occurred, it created another reservation number, but not an actual reservation
  in our system. When we located the payment, the reservation number associated
  with it did not exist.

  When your bank requested a chargeback there were no details provided
  regarding why it was being requested. As there was only one booking for you in
  our system and, as per our standard operating practice, that reservation was cancelled
  due to the chargeback request. I will now arrange for the duplicate payment of
  $588.57 to be refunded to you.

  I can also see that you rebooked your flight for August 7, 2022, through
  Flair Airlines, but at a higher fare than you originally paid. I will now
  refund the difference in fare, $220 per person, to you. This refund, together with
  the refund of the duplicate payment, total of $1248.57, will be sent to you as
  an electronic payment. Please allow up to three weeks to receive an email with
  details on how to deposit the funds into your bank account.

  At Flair Airlines we strive to create remarkable travel experiences for
  all our passengers, and I am truly sorry that this was not the case for you,
  ****** and ****. As a one-time gesture of goodwill without prejudice I have
  added a $300 future travel credit (FTC) to your booking ******. This credit,
  which is non-refundable and non-transferrable (i.e. you may only use it for
  yourself and/or ****** and ****), will be available to you until August 18,
  2024. You only have to book by that date; you can travel later.
  I trust that you will be able to use this credit to rebook with Flair
  Airlines and provide us another opportunity to demonstrate our friendly and
  caring service. When you are ready to rebook, please call our Contact Centre
  and provide ****** as a reference. Our agent will then be able to apply the
  credit to your new reservation.

  I apologize for error that occurred and would like to say that we look
  forward to welcoming you on board again soon. In the meantime, please let me
  know if I can provide additional assistance 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 message 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 message and may monitor, retain and/or review it. Opinions expressed in this message are those of the author and may not
  represent the opinions of Flair Airlines and its affiliates.

  
  

  Customer Answer

  Date: 17/08/2022

  
  
  ********** ********
   
  
  I am rejecting this response because: When you cancelled my flight you also cancelled my flight home. I appreciate you paying the difference on my flight heading out, however this does not cover the extra $600 I had to pay to fly home. As the second flight I booked was only one way. I had to be in New Brunswick for Monday (no exceptions)  and therefore had to fly to Halifax, rent a car which cost me $1300, and drive to New Brunswick. I had to return the car to Halifax as they would not let me drop it off anywhere else. Along with extra two night hotels, meals ect when added up you 'glitch" cost me $4239.58 over my budget. This does not include the 20 emails and various phone calls I send within the past week to try and get a response. You cancelled my flight, without notifying me, ignored me and left me stranded at the airport with two children for 13 hours. I will at this time sign off on any further action for a refund of $4239.58. This does not even begin to account for the stress, anxiety and complete breakdown I had at the airport. The worst of it all was waiting anxiously while the attendants were on hold for over 1.5 hours trying to get an explanation from Flair Air, only to have them walk away from myself and my crying children telling me that I could not get on the flight. They would not help me re-book. This was a stressful and traumatic situation. When I tried to check-in on line the night before your automated system told me you were having technical difficulties, arrive at the airport 3 hours early (which I did) and my boarding passes would be printed and the fees waived. If at this time I had been notified that my reservation had been cancelled, the stress would have been so much less. I have a chronic anxiety disorder and suffer from Crohn's Disease, which have been exasperated by all of this. All I am asking is for my extra expenses in the amount of $4239.58 to be covered and this to be settled. I will send all receipts incurred from extra expenses if needed.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/08/2022

  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 booked a flight ticket from Vancouver to Toronto with 1 check in baggage on July 8, 2022 with a reservation number of ******. I paid $463.37
  Then I noticed that I will need 2 check in baggage and purchased one more baggage (adding up 2) by paying additional 69 CAD on July 25, 2022 during online check-in.
  Then I arrived at the airport to drop my baggages and I was told I did not pay for baggages at all and they charged me 199 CAD more. I tried to explain, showed documents below (informing I have two baggages) but the ground staff (actually the one who was helping the one who was processing the work) was extremely but extremely rude. She even did not listen to me with a highly grimacing face and gave me a paper informing some phone numbers and e-mail that I can contact. My one baggage weighed 23 and the other 32 kg. I was desperate and had to pay in order not to miss my flight. I called customer support and, despite waiting literally 20 minutes, no one answered.
  Later on, I received one of my luggages broken (attached photo) when I picked up in Toronto.
  This was my worst flight experience I have ever had.
  And for a one-way flight with two luggages I paid 463.37 + 69+ 199 =731.37 CAD + broken suitcase + not answering call.
  Afterwards, I tried to contact company through e-mail, live chat and phone call. Non of my attempts was successful. I want to be refunded and compensated for my baggage loss and hard time they gave me.
  Please see the attached and below documents.

  Business Response

  Date: 17/08/2022

  Hello Mr. ****,

  Without prejudice

  I refer to your recent complaint to the ****** ******** ****** regarding payment for your checked bags., as well as the damage to one of them.

  I will get back to you once I have had an opportunity to investigate the payment issue that you have identified. I have also asked our baggage team to follow up on the email that you sent to them on July 26, 2022. As they are currently very busy, please allow up to 10 business days to receive a response.

  In the meantime, please follow up with me directly at [email protected], if you have any further questions on this.

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

• Initial Complaint

  Date:04/08/2022

  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.

  I have two flights been canceled by Flair Airline. Airline cliamed that they have issued a refund on July 19th. By the time I file this complaint it is August 4th. Long after 7 business days period. And I still have not received any refunds.
  
  I called Flair customer services, offer no help but ask me to keep waiting.

• Initial Complaint

  Date:04/08/2022

  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.

  In Feb. 2022, I booked flights from Montreal to Calgary (and return flights) on Flair Airlines for my family of 6. The departure date was July 9 and the return date was July 16. On June 12, a Flair representative told me those original flights had been cancelled and I rebooked the flights for July 8 and July 17. Then, on July 7, less than 36 hrs before our scheduled departure, I received an email from Flair informing me that our departing flight had been cancelled and that we had automatically been rebooked on a flight departing 10 DAYS later, on July 17 (the same day as our return flight, which had not been cancelled or rebooked). The email said the reason for cancellation was that Flair Airlines had ordered a new plane but that plane had not yet been delivered by the manufacturer. The email also informed me that I had a few different options if the newly rebooked flight was "unsuitable"; one of these options was that I could book replacement tickets for my cancelled flight on an alternate airline and Flair would reimburse me up to $600/person on my reservation for these new tickets. I called customer service after receiving this email to confirm that this information about the $600/person reimbursement was accurate. A representative confirmed with their supervisor that this information was correct. I also asked on that call if I should cancel the tickets that had been automatically rebooked for me. They said I should NOT do this if I wanted to be eligible for the $600 reimbursement. On July 7, I bought replacement tickets on *** ****** and submitted my receipt to Flair, as instructed by the email and representatives. Since then, I have received emails from 5 different representatives: some confirming my eligibility for the $600/person compensation; others contradicting and obfuscating this info, saying I am only eligible for $125/person. Despite weeks of emails (they do accept call), they still have not confirmed that they are transferring the $3600 owed to me.

• Initial Complaint

  Date:04/08/2022

  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.

  Flight 841, flying from Cancun to Kitchener
  Saturday July 30th
  Reservation #: ******
  
  My husband and I were flying back from a trip in Cancun.
  *Flight was delayed 3 hours (shuttle could not be re-booked, so had to wait at airport from 3:30 - 10 PM)
  *Flight was late boarding... then had to wait outside of plane until staff finished cleaning
  *Finally started to taxi at least 40 minutes late
  *Plane turned and pulled back into gate. Pilot said it was due to "paper work needing to be done"
  *Waited approx 3 hours in plane. Found out the delay was because couple and their baby who just arrived in Mexico were being sent back to Kitchener because they did not have the correct paperwork. (Was told this when the couple boarded the plane and the husband was seated next to me).
  *THEN we were informed that there was a further delay because a tray table needed to be repaired and they had to call maintenance... more waiting
  *Finally arrived in Kitchener at 5:13 AM
  It is ridiculous that an entire plane of people had to wait on the tarmac for hours while paperwork was being sorted out.
  The communication from the flight crew was lacking, as was the service (or lack thereof).
  I have attempted to call Flair Customer Service several times. Once you select the option of who you want to speak with, you automatically get disconnected.
  We want to be reimbursed for this flight.

• Initial Complaint

  Date:03/08/2022

  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.

  We booked a flight from Toronto to Las Vegas for two people ******* ******* on Jun 8th. This cost a total of approximately $540 CAD after baggage. Flairs online check in system was down so we arrived at the airport even earlier than recommended, about three and a half hours before our flight. Upon arrival we were greeted with a massive lineup and an empty baggage counter since they didn't even have agents there until three hours before the flight. Eventually a single agent showed up and later on a second one showed up but kept leaving and coming back for some reason and wasn't really helping the queue move at all. At 1:15 PM, 15 minutes before our flight was scheduled to depart at 1:30 PM, we were the last people to be issued our boarding passes. At this point they closed the counter with more than half the flight still in the queue. The agent offered to rebook us on the next flight to Las Vegas five days later which was almost an insult considering we had to travel for business and that was quite useless. Instead of risking our baggage disappearing because it was basically impossible to make it through security in 15 minutes, we had to rebook with *** ****** at 8:00 PM for a total of $1700. Obviously considering Flairs reputation I had little to no expectations that they were going to cover the additional costs we incurred. The only thing I expected was to get a refund, but upon emailing them and waiting for 12 days for a response, they informed me that I'm not eligible for a refund because we were late. This was truly unbelievable to me and at this point makes this company seem like an outright ****. Think twice before trying to save a few dollars by booking Flair and go with a major carrier. These guys are grossly incompetent and will cost you thousands and waste your time.

• Initial Complaint

  Date:02/08/2022

  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.

  Good day,
  Reservation number: WCMPCY
  Airline: Flair- Kitchener-Calgary
  
  Our return flight was supposedly June 21 at 9:30 am however we were denied by security leading to us missing our flight because of staff airline error.
  1.I tried to check in on line but system is not allowing me so I do not have an email confirmation
  2. The airline check in staff did not give us boarding passes so we were not able to pass security
  3. We were at the airport 3 hours prior to our boarding time, we lined up but the line was too long, it was until the washroom, we were not seen not until past 9am
  
  As you can see, we did everything on our end to make sure that we get our flight on time and the circumstances surrounding our missed flight is on the airline’s side.
  
  We are a traveller of 6 (5 adults, 1 - 3 yrs old). As a result of our missed flight, we have to stay an extra night in Calgary causing us almost $200 for the hotel alone, we also have to arrange transportation going to Toronto airport to Kitchener airport as it is where we parked our vehicle when we flew to Calgary.
  
  This missed flight also, cause us to take extra 1 day off causing us to miss 1 day of work for each adult passenger. Not to mention the stress of the whole process (everyone was so stressed from this)
  
  While, we appreciate the airline rebooking our return for free (June 22, 2022) we are asking compensation on top of it to cover the extra cost arising from the situation
  
  Thank you

• Initial Complaint

  Date:01/08/2022

  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.

  Me and my son had a fly (Q2VUXP) at 6 am this morning from Edmonton to Abbotsford. We arrived at the airport 3 hours early like we were supposed to, we tried to check in online numerous times and it would not let us. I went to the desk at flair and tried to request help by one of your employees, they said they would look into it and then came back and told me i can not check in at the desks i have to do it online. I tried to explain numerous times it would not let me. And they told me i have to call in then. I tried to speak to a second person and they wouldnt help either. I spoke to a third person and they told me that my seats have been resold and the flight has already boarded and is about to depart, this was 2 hours before my flight departed. Then they said it actually already left, but I never received any notification or email stating any changes in my flight. I again tried to ask for help on what to do and no one would help me and my 4 year old son. I went to the website and spoke to someone on the chat, after almost an hour of going back and fourth, they advised the flight never changed but theres nothing they will do about it because the flight already left. I spoke to a second person on chat and got the same response, i asked numerous times to speak to a manager and they would not put me through to anyone or provide me any further assistance. I called in and spoke to someone on the phone and again was told theres nothing they are willing to do about the fact. I asked for a refund as this was tere errors not mine, there systems would not allow me to check in online and their employees refused to help me at the airport, and then lied to me about my flight time etc. We paid 190$ for the flight. I asked for a refund or for them to allow us to take another flight but they said no that we have to buy new tickets.

• Initial Complaint

  Date:31/07/2022

  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.

  On the day of the flight, I was at the airport and my bags were checked in by Flair Airlines, and then I was in the security line when I requested to allow to pass the line because my flight was departing soon, so security told me that if airlines staff tells them then they can allow me to pass the line. On requesting flair airline staff they did not help me to clear security, they didn't announce my name, or neither did they wait for me, so due to lack of support from airline staff, I missed my flight. I sent my friend to the airport to collect the bags but they have not reached the destination. So, I enquired at Toronto airport, but the bags were not there and neither it was reached their destination. I had to travel through another flight with the extra expense, and I didn't receive my bags till 10-12 days, so I have made claim for the reimbursement of the extra expenses and the bill for the essential items purchased to survive for those few days.
  
  I have been emailing flair customer service staff for the last 3 months, they have been telling me that my claim is under process and then they replied my claim is processed and I should have received the amount, now they are denying that I will not get any amount because it was no show. I am not receiving the proper response and my refund is still not issued, I have two separate claims one for extra reimbursement for missing the flight because of the airline staff and the second one is for the delayed bags. Kindly, help me process both the claim and issue a refund as soon as possible.

  Business Response

  Date: 17/08/2022

  Hello ******,

  Without prejudice

  I refer to your complaint to the ****** ******** ******. I will now investigate this complaint and reply as quickly as possible.

  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.
  

  Business Response

  Date: 19/08/2022

  I replied to advise the passenger that I would investigate his complaint. However, as the information he provided does not match any details in our system. I would be grateful if the passenger could provide the following:

   

  1. The Flair Airlines reservation number if it is different from ******
  2. The name of the passenger on the reservation
  3. The flight number and flight date

   

  I shall look forward to hearing from you.

   

  Sincerely,

   

  **** *******
  
  ********** ********* *******

  Ph: 1-780-905-4644

  Customer Answer

  Date: 24/08/2022

  ********** ********
  
  
  
  I am rejecting this response because: All the required details is in the email and also the complete conversation with the flair airlines. For quick reference I am attaching the ticket here as well as providing all the details as below:

  1. The Flair Airlines reservation number if it is different from ****** - Not it is ******
  2. The name of the passenger on the reservation - ********* ********* ********
  3. The flight number and flight date - Flair Airlines 295 on Fri, Apr 29, 2022

  Your finance team and baggage team already knows everything and they want to settle in 50% but I want full refund for the baggage charges, reimbursement of the essential purchase and the additional cost because of this situation. You can read full email conversation everything is there. And, I was present on the Airport it was not no show as my bags were checked in and I was not able to board the flight because of the lack of support from flair airlines staff.

  Almost 4 months passed now, please resolve this issue as soon as possible and process my both claims submitted.

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

• Initial Complaint

  Date:27/07/2022

  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.

  Emailed Flair June 2021. Partner and I purchased a flight to a wedding for Sept 2021. Knowing that it may be cancelled Covid, my email was to seek information onTravelflex so that we could buy it and cancel the flight for a credit as needed. The process very difficult because although I numbered my questions in my email, not all questions were answered. With that, I asked for an Agent to call me.
  
  June 6, 2021 I booked flights, both with Travelflex. ************ *** ****** * ******* The wedding was postponed. I called in August 27, 2021 and cancelled my flights for a credit to use again for 2022. While on the phone with an agent, I was advised both flights were cancelled and that I would have a credit of $428.27. I asked for a confirmation email but the agent said Flair does not send confirmations. I was told “trust the process, hold onto my reservation #s, and call with my #s when I was ready to use my credit.
  April 21, 2022, I called to use my credit. When it came time to apply the credit, I was told I only had half the credit. The agent told me that my husband’s flight was a no show and that the credit was lost. The Agent told me to send proof that I cancelled my flights by text. I did not have proof of the flight being directly cancelled as that was done by phone but I sent proof of my husband reaching out and other messages. The Agent advised she would be in touch. I never heard back and I ended up with a balance owing.
  April 23, 2022. I called asking to speak with a Manager. I was told someone would get back to me within an hour. No one did.
  April 25, 2022. I called. I was told that a Manager would listen to the conversation from August 2021. After listening to the phone conversation, a Manager would get back to me. I was not.
  April 26, 2022. Same results.
  July 27, 2022. I was transfered to a Manager but the call was disconnected.
  July 27, again. I was told a Manager would call me before end of day. I was not called.

  Business Response

  Date: 03/08/2022

  Hello *******,

  Without prejudice

  I refer to your complaint to the ****** ******** ****** regarding your reservations in 2021. 

  Having investigated this matter, I see that the credit from your reservation, ******, was applied to a new booking in April 2022. However, I am unable to locate any request to cancel reservation ******. To allow me to look into this more closely, I would be grateful if you could reply and provide your partner's name as it appears on his reservation, together with the proof you mention of your husband reaching out regarding cancelling his booking with us.

  Once I have that information, I will be able to look into this further.

  I shall look forward to hearing from you.

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

  Customer Answer

  Date: 04/08/2022

  
  
  ****** ******** ******:
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********. I have provided attachments. However I am hoping you can also take the time to respond to the reason why Managers have not reached out prior to my plea to the *** especially since it was mentioned in 3 plus calls. Also can you confirm whether you can listen to the phone conversation of when I initially cancelled the flights over the phone? 
  
  In the attached, my husband may have not communicated in the best way but his name is mentioned so I do hope that that should have been noted when he reached out. I mention this because I really hope it does not come down to a detail such as him not providing his last name or something. 
  

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