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:19/09/2024

  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 purchased a return flight from *** to ***. For the second leg of the trip I reserved 3 seats, with a cost of $135.00 plus ****** return flight was cancelled a few hours prior and rescheduled for the next day. When I checked in for the flight, I did not have seats assigned, so I had to choose them and pay for them again ($160.08 was charged to my credit card).I tried calling customer support, emailing, sending messages on ************ but its impossible to get a hold of anyone.

  Customer Answer

  Date: 20/09/2024

  No, I have not contacted them yet. Will do so

  Thanks

• Initial Complaint

  Date:18/09/2024

  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 my flight with flair airlines on 29th September reservation number UUWRAE the flight got cancelled due to safety reasons and I was rescheduled for a flight on 30th September from ****************************** which was almost 100km away from my actual departure due to which I had to pay cab fees, restaurant bills as well. I raised a compensation request with the compensation department but there is resolution or no response from them, whenever I contact customer service they just raise a ticket and ask me to wait for ***** hours and the compensation team will reply within that time so I wait and no one contacts me so I contact customer service again and the whole process repeats again and again but no one contacts or no one provides any resolution. I Am attaching all my bills which I want compensation for and for which there is no response from the team

  Customer Answer

  Date: 23/09/2024

  Need an extension

• Initial Complaint

  Date:16/09/2024

  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.

  Hello,I purchased tickets with Flair Airlines on March6/23 with my debit card for 2 round trip tickets and 1 round trip check bag from ******, ** to *******,AB for $1033.60. 1st leg of travel on July28/23 we had no issues and arrived in *******. We were set to board in 30minutes on Aug3 11:25pm, we were waiting at our gate and noticed our flight was removed with no word and then got an email saying our flight was cancelled. Compensated a hotel for the night but rescheduled for Aug13/23. Booked last min flight with another airline Aug. 4/23 that cost $656.50.Aug5/23 called Flair to cancel rescheduled flight and get refund for return flight tickets and 1 checked bag($632.45). Flair claimed it was going to be processed and give them a few weeks Emailed Sept. 24/23 no response Called multiple other times and was told it was being processed and to give it a few weeks Called Dec.28/23 said it was being processed, couldn't give ref # Called Feb.2/24 called they said it was processed Aug. 5/23 couldn't provide ref #Feb. 4/24 called again, said the same as Feb.2 March 10/24 called and told the same thing but given an email address this time as well. I emailed their refund team. Sent multiple emails to multiple different email addresses they kept giving on the phone, either no response or told it was being processed and they couldn't help. May 6/2024- called and told was processed Aug.5/23 but they would forward to refund team and could take 24hours to get response. told it was processed. Response was it was processed.Called ********* Sept6/24 said can't do anything since it's been over 90days.Called Flair, said it was processed and ask bank to get a charge back *********** with different # and told no because its been over 120 days Called Flair said they can't help but directed to a different email for refund team. no response. ***********, trying to help dispute but its been to long, bank confirmed we have not received the $632.45

  Customer Answer

  Date: 17/09/2024

  Hello ****,

  No we have not contacted the ****************************** as we were not aware of this option. 

  Thank You,

  ******* Crul 

• Initial Complaint

  Date:11/09/2024

  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.

  Hello, I flew with Flair Airlines on July 1 2024 from ******* to *******. unfortunately my flight was delayed for a total of 4 hours and 5 minutes. As stated in their policy - A 3-6 length of disruption , I am entitled to a cash amount of $400 and travel voucher amount of $500. my scheduled arrive was 12:50 pm - I did not arrive until 5:13 pm. *** filed a compensation claim with Flair on July 9th 2024 and received an email from them stating I am eligible for $400 and they will be sending me a follow up email within 30 days to have a payment arranged. It is now September 11th 2024. I have not received that follow up email. I called their customer service line 3 times stating my concern and they continue to tell me to wait on the follow up email- which again I have not received. Since theyve approved my compensation of $400 through email on July 15th, its been almost 60 days. Im concerned because I have reached out to them many times and they continue to tell me the same thing I will receive an email . I have emails and proof of my flight delay that I can attach.

  Customer Answer

  Date: 11/09/2024

  Hello, 

   

  No I have not contacted the ******************************* 
  I will contact them asap. 
  

  thank you 

• Initial Complaint

  Date:09/09/2024

  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 have two tickets on their internal zendesk issue tracking system for the problem I am going to describe here.I had 4 seats on each leg of a flight from ******* to ********* and back. For these tickets, I already paid to upgrade to seats with more leg room.Upon trying to check in within seconds of the check-in opening, the seats I had already paid for in my original booking were not available to me and required purchase. I called them and waited for a long time, but since I had to go to a work meeting and the seats were becoming unavailable fast, I paid an extra 339 for the same seats I had already paid before, hoping to get reimbursed afterwards.Upon talking to an agent at the airport, I was told that I should not have paid extra and this was my mistake! Then I was encouraged to call and find a solution.Once I managed to finally talk to an agent, they told me to log an issue ticket on their website. There is one grievance ticket in their system for this issue.On the way back, the same problem occurred. And this time I did not pay extra! However, to prevent having regular seats, and since exit row seats were available at no cost, I booked row 15 but hoped to exchange them with my original seats at the desk.When I got to the airport desk, I learned that others have purchased those seats during their check-in process. And to add to the problem, I had two elderly people in my group who did not speak fluent English and were not allowed to sit in the exit row, resulting in my group to sit in 3 different ******* has been months and I keep checking in with them, but there seems to be no interest from this business to make their wrong-doing right. I have spent hours on this and am fed-up with their attitude and approach towards running a business. While initially I was happy with a refund, now I need that and some additional reimbursement for my time and energy on this matter, as well as an explanation from their CEO.Your help on this is very much appreciated.

  Customer Answer

  Date: 09/09/2024

  Thanks for getting back to me on this matter.
  
  I have not yet received a refund, as it is stated in my complaint to BBB. I have checked in with Flair many times but they keep lingering with no clear outcome. The evidence for this claim is in the form of all email communications that I have already submitted.
  
  And no I have not contacted CTA; I will do so too but wish to continue with this complaint as well in parallel please. 

  Customer Answer

  Date: 09/09/2024

  Thanks for getting back to me on this matter.
  
  I have not yet received a refund, as it is stated in my complaint to BBB. I have checked in with Flair many times but they keep lingering with no clear outcome. The evidence for this claim is in the form of all email communications that I have already submitted.
  
  And no I have not contacted CTA; I will do so too but wish to continue with this complaint as well in parallel please. 

• Initial Complaint

  Date:01/09/2024

  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.

  I planned to return to work after maternity leave and my grandparents agreed to fly to help me with childcare while I wait for their first day of daycare. As a result, I offered to book the flights for my elderly grandparents given their discomfort with technology. When trying to book their travel on Flair Airlines website, their site glitched endlessly and it took between 5-6 times of starting from the beginning before I was finally successful in booking their travel. A month later after booking it was 8 days before their departure and my grandparents called to confirm the time they needed to arrive to the airport. It was then that I noticed that my first and last name had auto-filled without my noticing and BOTH passenger names were mine, not theirs. Their birthdates were correct. I had typed their names so many times when Flairs website was glitching that I hadnt noticed the auto-fill the last time. I called Flair to change the names and was informed it could not be done and that I had to cancel and rebook. I spoke to a second ***** that confirmed the same. I explained that two passengers with the exact same name was obviously a mistake, and that the birthdates were correct. When I went to cancel, the cancellation fee was nearly $400 and the measly $70 credit that was offered would be issued to a non-existent passenger with my name but my grandparents birthdate. I called again asking that the cancellation fee be waved so I could rebook their flights with the correct names. Again, they refused and insisted nothing could be done. This seems like a deliberate abuse of customers with a website that makes it almost impossible not to make errors that cause you to forfeit your flight cost. $400 lost and on a service I cant even have completed. I can understand a service fee for the name change, but it seems entirely unreasonable to have had to lose almost the entire cost of the reservation.

  Customer Answer

  Date: 03/09/2024

  I have not but will do so 

• Initial Complaint

  Date:28/08/2024

  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 had booked tickets for me, my wife and my infant daughter from ******* YYZ to *********** YQB for August 21 (RK8VJY) on August 2, utilizing $285 of my travel credit (5GV6ES) and paying an additional $4 with my VISA.On August 20, after checking in for flight, I received an email from Flair notifying me that our flight, originally scheduled for 10:10, had been rescheduled to 14:50. When I contacted the support team at approximately 6:47 PM EST to inquire about the 4.5-hour delay, I sought information on my options for a refund or travel credit should I choose to cancel. During this call, the agent, Cherry C, canceled my flight without my consent. Despite my repeated requests to retain the original booking, she proceeded with the cancellation. The comments highlighted by Cherry C and her senior, ******* S were:1. A refund is initiated, but the flight is not canceled.2. The refund is processed to my card. The $285 travel credit listed in the itinerary has still not received.3. Reissuing the flight ticket was not possible, despite my insistence on traveling, and no assistance was provided.4. On the call, they said that the flight was canceled on August 2 itself, the same day the booking was made.There was no valid explanation provided for the ticket cancellation. The handling of this matter was highly unprofessional, and my concerns were not adequately addressed.I had to rebook my tickets with ********** for a much higher price on the last day. I paid CA$100.48 + ****** points for my Air Canada ticket for travel at 4 15 PM on Aug 21. The ticket was worth $789.78 in dollars and my entire evening on Aug 20 and the morning on Aug 21 was spoilt. If this issue is not resolved promptly, I will have to make alternative arrangements and may consider legal action against Flair Airlines. Please review the call recording and provide a swift resolution. Additionally, I request that you share the recording with me to understand the grounds for the ticket cancellation.

  Customer Answer

  Date: 30/08/2024

  Hi ****,

  Trust you are doing well. Raising a complaint through *** was the first thing on my mind but when I checked the eligibility criteria, it said "For your complaint to be eligible, it must meet the following criteria:
  Your complaint has to involve a flight incident that the *** can address, such as a flight delay. For example, the *** cannot address airport security screening or airline customer service". I am not sure if *** will address my complaint considering it was a mess up by the customer service. 

  If you think that I should still contact ***, please keep my complaint on hold and I will contact you after I have heard from ***. Please do not cancel my complaint request.

  Regards,

  Bharat

  Customer Answer

  Date: 24/10/2024

  Hi ****,

  I have sent you the email exchange with Flair through email. Please check it out. 
  

  Warm regards,

  Bharat

• Initial Complaint

  Date:28/08/2024

  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.

  On July 15, 2024 we received an email from Flair Airlines stating our flight from ***************** to ************* would be approximately 3 hrs late and therefore Flair Airlines would pay for a snack/meal for upto $7/passenger. Based on the email we spent the $14 and submitting the receipt to Flair customer support for reimbursement. The only reason we spent the $14 was because of their email The refused the claim stating not legally required to pay for a snack. If that was the case why send an email promising to reimburse.

  Customer Answer

  Date: 29/08/2024

  Yes.  Transportation has a > 1 year backlog of complaints. They advise it could take years to clear the backlog given the airlines have so many claims filed and rejected by the airlines and then requiring transport review. 

• Initial Complaint

  Date:09/08/2024

  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.

  I am writing to formally lodge a complaint against Flair Airlines regarding an incident that occurred today, August 9, 2024, at 6:00 PM Atlantic Time. The issue pertains to the actions of an airline employee during my experience at the airport.Upon arriving at the airport ahead of my scheduled flight, I approached the Flair Airlines desk to obtain my boarding pass. The employee at the desk requested my identification, which I provided in the form of my provincial drivers license. After reviewing my ID, the employee issued my boarding pass, and I proceeded through the gate, assuming everything was in order.However, as I was preparing to board the flight, the staff conducted another ID check and discovered that my drivers license had expired. As a result, I was denied boarding. Due to this, I had to purchase a new ticket, costing $600, to attend my fathers funeral. It is important to note that my home is only six minutes away from the airport, and I had sufficient time to retrieve my passport. If the employee had properly identified the issue with my ID during the initial check, I could have resolved the situation and boarded my original flight without incurring additional costs.This experience has caused me significant emotional distress, including anxiety and stress, leaving me in tears at the airport. Despite my efforts to resolve the matter through customer service, I have received no assistance. Repeated attempts to contact customer service have been met with disconnections, and the employee involved did not offer an apology or any support.I request immediate attention to this matter and a resolution that addresses the inconvenience and financial burden caused by this incident. The lack of responsiveness from customer service has only compounded my frustration and disappointment.I look forward to your prompt response.

  Customer Answer

  Date: 16/08/2024

  Hi there, 

  Following your response I have opened a complaint case against the Flair Airline and I am waiting for a response. 
  

  Thanks,

  Romina

• Initial Complaint

  Date:08/08/2024

  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 was told at that time because this was a domestic flight that I should arrive at the airport 1.5 hours prior. I arrived two hours prior The ****** helped me to their check-in desk, where I waited for approximately 45 minutes. I was told that the pet and cabin fee was not paid and as well, that as I had a carry-on bag, there was a fee. I said that I had no problem paying both fees and their app was down. He told me he would not let me on the flight and I was advised I had to call customer service directly which I did. **************** said that I could pay them the fees for both. they would not let me on the plane. I told the supervisor and she told me to go away and that I belonged in the corner. she called me a *****. She tried to move my wheelchair to the corner. When I asked her to please not touch my wheelchair, she then tried to move my dog. I advised her to please not touch my dog because she was a rescue and nervous of other people even though she was safe in a carrier. She called me a ***** again multiple times and continued to talk down to me and be disrespectful while I was on hold attempting to get through to customer service. She advised she would not reimburse me for the flight and I was to go away. I could not get a hold of customer service so instead I called a ****** with the airline to come and take me and my belongings safely to a different airline. I was taken to ******* and had to book a flight through them which cost me $716 but it wouldnt be until the next day. I then had to take a taxi home and then back again to the airport which cost me $450, and was able to arrive at ************************************ 10 hours after I should have arrived.I have been trying since June to get a hold of someone with the airline to get reimbursement for that flight and coverage for the difference that I had to pay and they refuse to respond. Their behaviour is disgusting!