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:07/11/2024

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Flair Airlines regarding a recent experience that has left me feeling disappointed and frustrated.I purchased a ticket for a flight from ********* to ******* for my birthday trip. Unfortunately, I had to cancel my plans due to a death in the family. When I spoke to an agent about my situation, I was advised that I could write an email to request a refund due to these extenuating circumstances. Following this guidance, I sent an email detailing my request.However, I was later informed that Flair Airlines does not issue refunds under any circumstances. This discrepancy between what I was told by the agent and the subsequent response is quite disheartening, especially given the sensitive nature of my situation.I believe that customers should be treated fairly, and in this case, I feel misled and unsupported during a difficult time. I respectfully ask for your assistance in addressing this matter.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,Pooja

  Customer Answer

  Date: 07/11/2024

  Hi,

  I have not contacted the ******************************. Please let me know if I need to contact them.

  Thank you

  Customer Answer

  Date: 07/11/2024

  I have not contacted the ******************************. Please let me know if I need to contact them.

  
  

• Initial Complaint

  Date:05/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a Flair airlines flight alone, flights 1100 and 1101 for a trip from nov 1-nov 4. I booked a round trip flight on September 3rd from ******** to ***************. I booked a checked suitcase on sept 5th for 1 checked suitcase and paid $79 going to ************** and $69 returning to ********. When I arrived at the *********************** I presented a written receipt showing that I paid for a suitcase. The desk agent could care less that I had written proof and called customer service and they said they had no record of my payment despite my written proof. They made me pay twice for the same suitcase. They made me pay $94 for the suitcase otherwise I wouldn't be allowed to board the plane. I want the $94 cad back please. They scammed me and made me pay twice for the same suitcase. They're probably pulling the same scam on other people.

  Customer Answer

  Date: 05/11/2024

  I haven't contacted the ******************************. I came to you firstly. I'll contact them also.

   

• Initial Complaint

  Date:04/11/2024

  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.

  Hello,I'm filing this on behalf of my father who booked a flight with Flair on November 2nd, 2024 for flying between ******** and *********. He had to make changes to this reservation and misunderstood the rules about canceling less than 24 hours after booking. Regardless, he paid about $100 for the tickets and proceeded to cancel these hoping for refund. He has not refunded anything and was charged an additional $80 for canceling. I feel this additional charge is punitive with no services rendered. I called Flair and emailed them and they stated that they understood my position but because of the online system they couldn't make any adjustments. I'm happy to submit all documents and the communication emails if needed. Thank you!Mostafa

  Customer Answer

  Date: 04/11/2024

  Hi,

  Thank you for the very prompt response. I have not yet contacted the *********************. Should I start with them? 

   

  Thank you again,

  Mostafa 

• Initial Complaint

  Date:23/10/2024

  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 23rd 2024, I took a flight from YYZ to YYG with Flair airlines. I checked my child's car seat at oversized baggage at the YYZ airport. When I arrived at YYG, the car seat was lost. I was advised by the Flair staff member at YYG that I should buy a new car seat and submit my receipts for reimbursement of the full amount.
  
  When I received the instructions to access the online portal managed by Flair's 'Central Baggage Team', I completed it promptly. I had my receipts uploaded and the appropriate forms completed on August 25th. However, when I got to the final page of the form to submit my claim, it was unclear if my form had been properly submitted. There were no error messages; it simply appeared that the 'submit' button would not work, no matter how many times I attempted. Twice I used the 'communication' function of the portal to ask if they had received my documents, with no reply. I also attempted to call the Flair customer support number, and I emailed the support email, but I was advised that my concerns could only be addressed by the 'Central Baggage Team' and that the 'Central Baggage Team' could only be reached via the online portal.
  
  On September 17th, I received a generic letter stating that I would be reimbursed $75 (see letter attached). I have advised them that the portal was not working properly and it did not (and still will not) let me submit the claim. I have received multiple generic responses and my concerns have not been addressed. I have since submitted my receipts via the communication feature, but they have not been accepted.
  
  I completed my due diligence to submit my receipts in a timely manner. It is the fault of the online portal that my claim and receipts were not received. I have asked that my claim be escalated to management, and I once again received a generic "denial" letter (see attached). I am seeking reimbursement for the full amount of the car seat ($344.93) and reimbursement for my child's meal at the airport ($20.11).

  Customer Answer

  Date: 23/10/2024

  I have not contacted Transport Canada. BBB is my first external communication outside of Flair, after having tried to communicate with Flair since August to resolve this issue. The communication through the Flair Central Baggage Team portal is extremely slow and generic.

• Initial Complaint

  Date:22/10/2024

  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.

  "There was a problem with the online check in (4SCEAQ), and I have to head to the airport counter to check in.Unfortunately, the counter agent said the booking was in a certain state, and I have to pay $25 for each person to get it going even thought it was not my fault to being with. And she issued the receipts and said I can call the customer service to get a refund.I called the customer service *************) this morning Oct 07, I explained the situation to the agent (***** M). She said Flair can issue the refund to me, but I have to contact the refund team by email.Therefore, I am sending you this email to request a fund of $50 for 2 persons to my **** card. The receipts are attached."I sent the above email to Flair, but they refused to refund the fees with the following excuse:"Unfortunately, as you have already paid the fees at the airport, the standard fees will apply, as discretion at the airport is final."

  Customer Answer

  Date: 23/10/2024

  I did not contact ******************************

• Initial Complaint

  Date:16/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to request for action on my missing luggage compensation. On April 18, 2024 I took a flight to from *******, ON to ********, ******* on Flair airlines. I used a special suitcase gifted to me from my company which has a charging system attached to it (not cheap). My trip was from April 18th to April 21st, 2024. I submitted my claim for lost luggage the same day I reached the **************** on April 18th through the Flair lines ********. On April 23rd I received another email with a link to fill out a form. On April 26th received an email advising that my PIR was received and a profile has been created. I submitted my receipts approximately in June or July 2024. I received the claim settlement letter on 08/06th (attached) advising me that i will be contacted to provide details for deposit. I have written them via their portal with no communication. I am seeking a resolution as they obviously do not care to expedite resolution.

  Customer Answer

  Date: 17/10/2024

  Yes I sent an email to them as per attached.

  Customer Answer

  Date: 19/10/2024

  Hello, I received a link from Flair Airlines today to accept the refund of $590.30. This amount as per my email is less than what I am owed (excluding the suitcase) the total would be $638.80.

  I should also be compensated for the suitcase. I have not accepted this amount as I want my full compensation.

  I have not accepted this amount and wrote them. I have attached a copy from their portal.

  Thank you!

   

   

• Initial Complaint

  Date:15/10/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with Flair Airlines. Our travel plans changed, and we had to rebook our flight. Flair Airlines has very limited service with *************, so we were forced to book our return with another airline. I requested a refund, but was told that I could only request a Flair Airlines credit. This did not help me since, as mentioned, there was no return flight from ************* due to limited scheduling. When I called to speak with an agent, I was told that I could only request a cash refund via the Flair Customer Support email. So I sent an email to request a refund on July 30th. This was three weeks prior to my flight. I was advised that I would hear back about my request within 24 hours. That was untrue. I followed up again on August 14th, still a week prior to my flight, and still did not receive a response. I just received an email today to notify me that I am ineligible for a refund since my flight was marked as a no-show. This communication came nearly two months after my flight. And the reason provided to decline my refund request was that my flight had already taken place. I contacted Flair with plenty of time, and am being penalized for their own lack of communication. That is unacceptable.

  Customer Answer

  Date: 17/10/2024

  I have not yet contacted the ******************************. I will do so now.

• Initial Complaint

  Date:14/10/2024

  Type:Billing 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 formally requested the company to reset my password or close my account as it has been compromised. The website is nonfunctional and doesnt allow me to change the password or close the account. I am receiving ****** spam mails with the password of my account (which I ignore), more troubling is that part of my passport details are also saved on my account.I have phoned them multiple times and wrote them to close my account on the **********. No action has been taken by them, except that they send my copy pasted emails stating that I wasnt satisfied with a flight. This wasnt the case, I just want them to delete my account in order to saveguard my ********* regards ***** ****

  Customer Answer

  Date: 16/10/2024

  I have not yet contacted them but will do so shortly

  Best regards

  ***** ****
  

• Initial Complaint

  Date:10/10/2024

  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.

  Due to flight cancellation, booking# UNXV5K, Flair promised to issue compensation to the affected passengers.I emailed Flair **************** on August 4, 2024, requesting for compensation. On August 28, 2024, Flair **************** stated that my request for reimbursement has been approved, and I can expect the payment in 30 days. As of today, October 10, 2024, after multiple follow *** with the Flair ****************, I still have not yet received the promised payment, and the Flair **************** is unable to provide an exact date when the payment can be expected.

  Customer Answer

  Date: 10/10/2024

  Hello,

  i have not contacted the *** regarding this delayed compensation payment since current it could takes CTA over 18 months to review the case.

• Initial Complaint

  Date:28/09/2024

  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.

  Booking Reference Number: NAGDX6 Flight Details: Departure Flight: YVR to YEG (F8823). Return Flight: YEG to YVR (F8822). When booking online prior to my departure flight from *** to ***, I prepaid for: 1 x personal item, 1 x 10kg checked bag, and 1 x basic bundle (which includes: 1 x personal item, 1 x carry-on, and 1 x 23 kg checked bag). My carry-on is a hard suitcase and was over Flairs allowable length dimensions. On my departure flight, YVR Flair Airlines staff did not check the size of my carry-on or notify me that my baggage was oversized. They gave me a bag-tag and allowed me to carry it onto the plane without issue leading me to believe the bag was within acceptable dimensions.This is also an extremely concerning aircraft safety issue! Carry-on bags have a size limit to ensure passenger safety. In the event of heavy turbulence: the falling carry-on bags dimensions/weight will not injure the passengers sitting in the aisles below the baggage containers. By failing to check the size of my carry-on bag and allowing me to carry an oversized bag onto my departure flight: Flair Airlines endangered the lives of the two passengers sitting in my rows aisle seats!As a result of YVR Flair Airlines staff oversight of failing to check my bags size, I was not made aware of the size issue until my return flight, which prevented me from making other arrangements for my luggage with family in YEG and YVR without incurring additional fees.On the return flight, I was charged a surprise fee of $93.45 CAD to check my carry-on bag because it didnt meet the dimensions. This was not communicated to me, as the bag had been allowed as a carry-on on the previous leg of my journey without issue. This lead me to believe that my bag was deemed safe and admissible as a carry-on by YVR Flair Airlines staff. After repeatedly contacting Flair Airlines customer service, they refuse to refund me the double charge of $93.45 CAD.

  Customer Answer

  Date: 01/10/2024

  Thank you for your reply ****. To clarify, I have not yet contacted the *****************************. I have only emailed and called Flair Airlines themselves multiple times, but they repeatedly refuse to refund the fee Ive paid.

  Regards,

  - ******** ******