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:07/08/2024

  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.

  29 juillet 2024 , 4 personnes ont a pris le vol a ******* F8111 . Nous avons faite le check in on line . En arrivant a l'aroport ils nous ont fait payer 3 bagages personnels malgr que les mesures et le poids taient correctes car nous partions que 3 jours. Si nous ne le payions pas aucun document de voyage aurait t donn! . Le total de 3 bagages 255.24$ . J'ai inclus les montant chargs sur la carte et les photos des bagages. A cot il y avait un passagre avec une bagage plus grosse et Flair Airlines a mis l'tiquette de ''personnel'' donc pour quelle raison nous avons pay des frais exorbitantes si les bagages taient d'accord avec les mesures indiqus sur la page: 15 cm x 33 cm x 43 cm (6 in x 13 in x 17 in) 7 kg (15.5 lb). Les ntres ne dpassent ni la grandeur ni le volumen ni le poids.

• Initial Complaint

  Date:07/08/2024

  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.

  Hi! Our return flight was scheduled for August 4 at 3:15 pm. The total payment is $1,641.65 (see the attached files). We were travelling back home from ******* to *******: me, my husband, my 3 y.o. son and 6 y.o. daughter. The flight was delayed for 5,5 h, which was very stressful for our family with small kids, and the Flair employee at the registration desk said we would get some refund. After filing a request, Flair has refused (see their email attached).

• Initial Complaint

  Date:06/08/2024

  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.

  Good morning,I placed an order for a flight ticket on fly flair airline website. During the order and once my payment information was intered I was shown a total price for the ticket. Once the submit button was pressed and after a short period of wait time the page was refreshed and a total charged was three times the initial price at a time of submition. I made screen shots of a final payment and screen shot of the total payment just prior to submition to show what happened. I submitted my screen shots with an explanation to flair airline services, but they didnt even pay attention to what was sent to them, and simply looked for an excuse in dinamic changes in pricing. There are multiple irrelevan charges to my order, but Flair airlines representative either ignored it or didn't look at it. I requested a price adjustment to the original one shown prior to the payment, but they ignored it again.What should be my next step before I sue the company?

• Initial Complaint

  Date:06/08/2024

  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 booked the flights. They changed the dates of the flights. I called to get a refund because the dates they gave us do not work. Waited on the phone for 30 minurtes then spoke to a *** of the company.He could not process a refund due to a "technical error" and told me to email the company for a refund. I did using the email he told me and documenting the issue. The email bounced.

• Initial Complaint

  Date:31/07/2024

  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.

  On May 12, 2024, Flair Airlines approved a claim for compensation after my luggage was destroyed while in their case. They have assured me that I would be paid compensation within 30 business days. When that did not happen I reached out again on June 24, 2024 and explained I had received nothing - I received a response that same day asking that I wait another 2-3 weeks. It has been 55 business days and I have still received nothing and I have reached out three more times and have received zero response. This is ridiculous - Flair is in blatant violation of its legal obligations.

• Initial Complaint

  Date:31/07/2024

  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.

  Flight from YYZ to *** on October 5, 2023 was delayed by greater than 6 hours for reasons within the airlines control. As a result $250 in compensation per passenger was payable in addition to other reimbursements that were ordered by the ****************************** (***) case decision issued May 27, 2024. Flair agreed in writing to the *** on May 3, 2024 that it would issue the $250 payments within ***** business days. The payment should therefore have been received on or before June 17, 2024. The 2 passengers in our party are still owed $500 total as of today, despite numerous follow **** Flair issued payment for the other reimbursable items, but still has not issued the $500 ($250x2) in compensation payable.

• Initial Complaint

  Date:31/07/2024

  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 Saturday June 29, my partner and myself were flying home with Flair Airlines on flight F82631 from **********, ****************** going to *******, ******. Our original departure time was 19:05 (7:05) and we would land at 23:50 (11:50pm). On the day of our return flight we were notified via email that our flight was delayed due to a reason within the airlines control and our new scheduled departure time was 20:45 (8:45pm). We left the resort around 3:45pm to go to the airport and it was only once we got to the airport that we received another email stating that our flight was now delayed till 21:35 (9:35pm). We were frustrated as again, the email stated this was a reason within the airlines control. We waited. Another hour goes by and we receive another email update stating the flight is delayed again until 22:10 (10:10pm) meaning we would now be getting back into ******* at 2:55am. Unfortunately, the only compensation flair offered us at the time was a $7 voucher to use at a few food places in the airport lobby which could not buy much. We did not end up boarding the place until closer to 23:00 (11:00pm) and once we boarded there was an issue on the plane. Flair had overbooked the flight causing a delay to sort the issue out and a volunteer was needed to stay behind so we could take off. This took almost a half an hour of sitting on the plane to be sorted out and so we did not arrive back in ******* until almost 4am. After doing some research on the air passenger protection website regarding major delays that are within the airlines control, we are aware that we are entitled to a $400 compensation as our flight was delayed over 3 hours but less than 6, since Flair is listed as a LARGE airline company. The day after we returned, July 30, we submitted this claim to flair which they had 30 days to respond and I have not received any updates from them. I am asking for the BBB help to get the compensation I deserve for a terrible flight home.

• Initial Complaint

  Date:29/07/2024

  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 made a flight reservation and didn't notice the date change from the website till I got confirmation email today (July 29 2024). Flair agents refused to provide flight change free of charge.Below are the detail.10:41 - searched flights (September 2, ******* to *******) and registered for flair account. Not successfully to make payment with message "something went wrong. Please try again later". With my **************** credit card. There was no indication it's not accepted.12:27 - tried again with my wife's amex card still not successful. The page refreshed and I had to enter my info again. Changed to my debit mastercard and went through. 12:41 - received confirmation with flight on September 20th booked. Started to contact flair agent.13:03 - called number **********. Agent suggested to use chat / another phone number to solve the problem ***********). Also assuring that this is within 24 hours other agents should be able to provide full refund. Tried to ask for a reference number, agent said there's not.13:10 / 13:24 - made two calls to ********* and long wait not able to connect.13:22 - after long wait agent **** said change of flight date will be considered voluntary and they need to follow policy. I told her about the issue and she said sorry, but still there's nothing can be done.14:50 - tried to inquire again on refund. Agent ******** disconnected quickly with 3 mins wait, after I waited for 40 mins.Given the experience I would appreciate consideration of a full refund. I assumed ***************************************** ****** and didn't recall it was indicated that this flair does not have it during the booking. I even vaguely remember flair airline had the 24 hour free cancellation before. I also didn't not voluntarily change the date - if only I were able to proceed with my payment first time. Also, I was not aware that selection of flight date might change in a new session.

• Initial Complaint

  Date:28/07/2024

  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 flight for June 24, 2024 with Basic AND Big Bundle. I called at 8:25 AM on July 24, 2024 with a phone call duration of 54 minutes and 14 seconds. I requested to cancel my flight and receive a refund. I was told I could only receive a flight credit. I accepted the flight credit. I did not receive a confirmation email for cancelling the flight or confirming the flight credit. I did receive an email later that day saying the flight had been delayed to 21:00.On July 23, 2024, I used the airline chat system to chat with an Agent who informed me that I didn't purchase big bundle, and emailed me an itinerary that did not include the Big Bundle. I then provided proof of purchase of Big Bundle which they accepted. Noted is this sentence from the Agent: "The reason your flight is in no-show status is because you did not consent to the cancellation, even after the phone agent told you about the travel credit." As mentioned, I did not no-show. I called to cancel and request my refund. The agent then advised me to call customer support. I called customer support immediately following. They informed me that I was no-show, and did not purchase Big Bundle. Again I had to advise them to check their records that I did ****** purchase it. They then informed me that I had to cancel 3 hrs before departure. I called at 825 AM and the flight was delayed to 2100hr, more than 3 hours. They told me to call customer support again. I have sent an email daily. I used FB messenger chat again today(Jul 28) with no resolution.The agent I spoke with on June 24 via phone to cancel my flight did not accurately document that I would receive a flight credit. I am entitled to a credit but would prefer a refund if Flair continues fraudulent behaviour. As noted in July 28 communication, the agents blame interdepartmental challenges and system limitations for the issue and as a passenger, this is not my concern nor a legitimate reason to with hold the credit.

• Initial Complaint

  Date:22/07/2024

  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.

  We were overcharged for baggage on a flight from ******* to ******* on June 14, 2024. When using the Flair app on our phone it showed we had 0 bags purchased so we added 2 bags. Shortly after (15 min) we sign on again and it showed 4 bags purchased. The system had a glitch. We immediately called Flair to alert them to the error and have them adjust our bags to show 2 and refund the difference prior to flight. We were on the phone 6/13/2024 for over one hour trying to get it resolved. The customer service *** said he could not help and directed on to email flair directly for a credit. We the reached out to Flair with 4 emails and were told baggage is not refundable no matter what the reason. They are unable to help. I have emails if needed.