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:25/07/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased tickets under booking reference ****** for the following flights of Flair Airlines (“Flair”):
  
  Flight *****, departing YVR on 14 July 2022 at 12:45 pm and arriving at BUR at 4:00 pm; and
  Flight *****, departing BUR on 17 July 2022 at 4:30 pm and arriving at YVR at 7:20 pm.
  On 16 July 2022, I learned that Flair had chosen to cancel Flight ***** on which I purchased confirmed seat.
  
  Flair has failed to offer me alternative transportation to my destinations, I had to purchase last minute air ticket with *********. GRAND TOTAL (US dollars) $338.
  I need my expenses reimbursed by FLAIR.

• Initial Complaint

  Date:22/07/2022

  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.

  I had a round trip ticket with Flair from Vancouver/YVR (June 9, 2022) to Burbank, California/BUR (June 19, 2022). The departing flight was delayed a couple hours (not a big deal), but the return flight was cancelled and the next flight out was 2 days later on June 21, 2022 and that flight was delayed an additional hour. The flight was "CANCELLED due to a CONTROLLABLE Crewing Requirements."
  
  According to their website and confirmed with communication with Flair both over the phone and via email, I believe I am owed a minimum of $500 under the APPR guidelines and possibly more under the Montreal/Warsaw Convention since this was an international flight and the rescheduled flight was not for 49 hours after the original flight was scheduled.
  
  The email sent when the flight was cancelled had links to both book a hotel on their dime and to submit a claim for expenses, but neither of those worked so I was on my own for accommodation, meals, and transportation for the 2 additional days, and I also had to take 2 extra days off work. In addition to the dead links, there were major issues with their website/app and I could not check in for my rescheduled flight or reach anyone for several hours during this time and I tried via phone, chat, and email - a total lack of adequate communication.
  
  I had communication with Flair about my claim via email and it sounded like they were going to offer something acceptable (just accommodations and meals - no transportation), but they have now left me hanging for over 2 weeks and have not responded at all to 3 emails. I am in touch with other passengers from my flights and they too are being given the run around or totally ignored. We also were all told different things - some people were told there was a flat $60/day for meals, etc.
  
  I told them to make me an offer in flight credits, but I no longer will accept that - I want cash reimbursement. All my claim communication with Flair and the receipts I sent them are attached.

• Initial Complaint

  Date:21/07/2022

  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 June 23, 2022, I purchased a round trip ticket from Edmonton to Vancouver and back. Departure date was July 15th, returning on July 18th on a 7:50pm flight. I paid $178 for the return ticket. *********** **** *** *******  The evidence of this purchase in supporting Doc 1, the purchase confirmation showing the return ticket.
  
  On July 18th a couple hours before the flight, at the airport I was told the flight ******** was cancelled. I did not receive any notification of this prior. The evidence of this cancellation is in Doc 2, which is a printout of my itinerary. I requested this using the Flair online booking system while I was on my way to airport on July 18, when I was unable to check in for the flight and was looking for ways to see what was going on, as I could not reach a support agent. The itinerary simply did not show my return trip. At the airport, the gate agent told me to purchase a new ticket, and that I would get the purchase refunded.
  
  I went ahead and purchased a ticket for a flight the following day, which cost $299, one way. The evidence of this in Doc 3, the return ticket purchase confirmation. *** *********** **** *** *******  The flight ******** was scheduled to leave on Tuesday, July 19th at 3:05pm. After I landed in Edmonton, I contacted Flair customer support to get my refund and was refused.
  
  I would like the $299 refunded. I would also like compensation for my travel expenses to and from the airport ($100), and store credit equivalent to a hotel voucher in exchange for the extra night I had to stay in Vancouver ($250). Airlines normally give hotel vouchers, and I saw the gate agent offer a hotel voucher to one passenger, but not to me.
  
  Supporting documents attached:
  Doc 1 - 1st ticket purchase for 178 showing return flight on July 18
  Doc 2 - July 18 return flight no longer appearing on 1st ticket itinerary
  Doc 3 - 2nd ticket purchase for 299 for July 19 return to replace cancelled return

• Initial Complaint

  Date:21/07/2022

  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 name is ***** *****, I should be your customer on 30 June 2022. Flight number ** *** (to Winnipeg), However, your last-minute cancellation. it made my family ruin our holiday plan and let us feel so sad these days.
  
  I have contacted your staff over the phone, since he could not arrange another airline and flight to help us until 4th July 2022, I have to require a refund of my ticket purchase.
  He has promised to make it. I am still waiting for the refund. My reservation number is ******.
  
  Also, I ask to a refund for my luggage payment. Before I went to the airport, I made the check-in online and paid another payment for our two luggage bags. I was told this part of the refund should be emailed to you with the attachment. I have attached my boarding pass with luggage tickets and my credit card payment information. Please check it. because the flight is not flying, I should get this refund.
  
  My third request is our compensation,
  I contacted the related department and some media and based on related law, I should have compensation for this bad experience.
  Our family is 6 people, 3 generations ( 2 old, 2 kids, and my wife and I), we planned this trip two months ago and booked all the trip car and hotels and contact our friends, we accumulated enough time for this holiday, but everything is ruined. Especially, your company-issued boarding passes for us and accepted our luggage to picking and transfer, last minute we were told the flight had been canceled, that moment was so sad for us. My kids were crying at the airport, As parents, we feel so sorry for them. The hit thing was that we continued serval hours to search our returned luggage bags without any help in the airport.
  
  That is why I strongly request our compensation. the flair airline should apologize to us.

• Initial Complaint

  Date:21/07/2022

  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.

  Dear ***,
  
  I am filing a formal complain to Flair, after communicated to their chat agent on 27 Jun and 1 Jul, and emailed them on 2 Jul and 4 Jul yet in vain. 
  
  My booking was ******, flight to Calgary on 27th July. After boarding we placed our carry on baggage on the overhead compartment. Without notif**** any passengers and without any consent from me, their flight attendant, 3x-4x, female, brown, took my backpack away from the compartment. She accidentally drop it on the floor, causing my MacBook Pro in the backpack dent. She said she is just “balancing” the baggage, which is not a legit reason to remove a baggage without notif**** the owner first. She said she is moving my bag to rear compartment, but it is her responsibility to handle with care. 
  
  There was also an operational delay, that all passengers were on board on time and they keep on doing unnecessary operations like checking numbers for 7-8 times, having all passengers wait on the plane for more than one hour before departure. Our car rental was from 9:00AM 27 Jun till 11:30AM 1 Jul. We paid for 1 more day in order to get the car as early as 9AM but their flight delayed. We lost the extra 1 day fee of C$115 because of their delay. 
  
  In addition, the seat was not able to lean down.
  
  Due to the damage on the MacBook and the loss of service, I am writing to demand a compensation for the lost service fee and the repair cost.
  
  Regards,
  
  Mr ****

• Initial Complaint

  Date:21/07/2022

  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 return ticket to Vancouver in April and few days before I got ill.
  Called the airlines and told them about change of plans.
  They said it will cost me $48 for the changes.
  When I tried to call them to rebook my seat, I was not able to get any answer from them.
  Drove to Edmonton International to talk the Flair Airlines and I was completely shut down.

  Business Response

  Date: 17/08/2022

  To allow me to investigate this matter, I would be grateful if you could provide the following information:

   

  • The passenger’s Flair Airlines reservation number
  • The flight numbers and dates of flights

   

  Once I have that information, I will be able to provide a full response.

   

  Sincere regards,

   

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

• Initial Complaint

  Date:20/07/2022

  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.

  To whom it may concern,
  
  I am reaching out to request refund help from my Flair Flight from Halifax to Vancouver (Booking number - *** *** ***).
  
  Both flights ***** & ***** were delayed, but especially ***** was delayed by more than 3 hours. The delay was caused within the Carrier Control or Staffing Issues?, which was also announced by the Flair operator at the airport. As per the Passenger Protection Regulations on Flair Website and after going through the Canada Transportation Act, I am entitled to compensation due to this delay.
  
  Flight no: *****-> Halifax YHZ ? Waterloo YKF (Carrier reservation number (PNR) ******)
  Flight no: *****-> Waterloo YKF ? Vancouver YVR ( Carrier reservation number (PNR) ******)
  
  I have contacted more than at least 6-7 times via live chat. email & call center, but they have been unresponsive regarding this, I have been declined to connect to a manager, I have been chat dropped on me, I have also had had wrong information provided on email by gent on three different occasions which I came to find out after one month of waiting, I have sent refund requests but its been over 2 months & I am here still without a resolution.
  
  I would appreciate any help regarding this.
  
  Sincerely,
  ***** ******

• Initial Complaint

  Date:19/07/2022

  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.

  Took a flight with flair airlines on July 9 and paid for seat selection at 22 per person plus tax for 5 people plus $50 for an in flight seat adjustment for one in our party for a total of 160+HST. Despite paying we were not seated in the promised seats. Contacted flair 4+ times and each time they acknowledged the issue and promised me a refund but then did not issue it. I have invested about 6 hours in contacting flair to resolve this and have gotten no where.

  Business Response

  Date: 03/08/2022

  Hello *******,

  Without prejudice

  I refer to your recent complaint to the ****** ******** ****** and am disappointed to read of your frustration with Flair Airlines.

  To allow me to investigate this matter further, I would be grateful if you could reply and provide the following information:

  1. Flair Airlines reservation number

  2. The airports you were travelling to and from, together with the flight number

  Once I hear back from you, I will be able to look into this in more detail.

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

• Initial Complaint

  Date:15/07/2022

  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 was due to fly home from Las Vegas to Vancouver on May 3, 2022. Myself and my friends had checked in the night before and arrived 2 hours before our flight scheduled to fly out at 9.25 am. There was an issue with their system and many of us were unable to get on the flight. Unfortunately I was the only one in my group that could not board the plane so was left by myself in the airport while my group got to fly home. The rest of the passengers denied boarding were left sitting in the airport for hours while the airline staff tried to figure out what they could do with us. Eventually they said the next available flight they could get us on was two days later which was a major inconvenience as I had to miss two days' work unpaid and also had deadlines which I missed because of it. My job were less than impressed and I had to get a note off the woman at the check in desk explaining the situation.
  
  To make matters worse when I arrived at the airport two days later (I arrived 3 hours early to be safe) they had not rebooked me onto the flight and I had to stand at the check in desk for hours stressed and extremely anxious while they tried to get me on the flight. Eventually they were able to get me on the flight but I had to sprint through the airport to make it and nearly missed the plane causing even more stress. I have submitted a reimbursement form together with receipts as I deserve compensation for the flight, two days unpaid from work and extra expenses incurred due to being in Vegas an extra two nights. I have also been emailing them constantly and have received nothing but automated messages, emails bouncing back saying their inbox was full or if I do manage to get a response they just said they are sorry for the inconvenience and will escalate the matter and then I hear nothing back it has been going on for over two months now and I am no closer to getting the resolved.

  Business Response

  Date: 03/08/2022

  Hello ******,

  Without prejudice

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

  I would like to begin by saying how very sorry I am to learn of your disappointment in and frustration with us due to you having been unable to board flight ***** on May 3, 2022, from Las Vegas to Vancouver. Having investigated this matter, there appears to have been an error that occurred with the US Advance Passenger Information System (APIS), which inhibited our ability to scan you onto our flight. As this is a third-party system, this incident is deemed to be outside Flair Airlines' control. I understand that you were provided with a "Denied Boarding" form. Please be aware, however, that this matter is not classified as denied boarding. Under both the US Department of Transportation (DOT) regulations and the Canadian Transportation Agency (CTA) Air Passenger Protection Regulations (APPR), denied boarding only occurs where there are more passengers who are checked in and at the boarding gate than there are seats available on the aircraft. Our aircraft had a capacity of 189 passengers and flew with 63 seats filled. I apologize for any confusion that this created for you.

  Under the terms of our tariffs and the APPR, you were refused transport due to reasons outside carrier control. Our obligations to you were to move you to the next available Flair Airlines' flight, which we did. There is no obligation, however, in this case to provide reimbursement for any out-of-pocket expenses. If you have not already done so, I would encourage you to contact your travel insurance provider to discuss any coverage that may be available to you.

  At Flair Airlines we strive to create a remarkable travel experience for all our passengers and I apologize that this was not the case for you. I trust that this assists in explaining our position in this matter and hope that you may choose Flair Airlines again in the future for your travel needs.

  Sincere regards,

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

   

   

• Initial Complaint

  Date:12/07/2022

  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 canceled my flight and I cannot get ahold of anyone to get my refund. I waited on hold for two hours last night and then online for 3 hours, and no one answered.