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:08/07/2024

  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.

  I purchased 3 flair airline tickets from ******** to ******* May 2024. The total cost was ******. The scheduled flight was from September 21 to Sept 24. Accompanying me was my two minor children, aged 4 and 6. On July 5th, I received an email from flair that they have rebooked my 6 year olds flight ticket to the following day, Sept 22, and set to return on Sept 26. When choosing seats for a flair flight, they request children must be seated beside their accompanying adult, and you cannot proceed until the seat selection is accurate. Im furious that they would rebook only one seat. I do not see any reason or explanation as to why they did so. I tried calling their customer support line, I did not reach anyone. I tried using their chat bot, that was disabled. I finally went and cancelled the whole trip, as my kid will not be flying solo. In fact, I bet flair would not even let my child on the plane without an adult, even though they are the ones that rebooked his seat! So careless! Because I did not buy cancellation insurance, I only received a partial refund of ******. This is an error on their end, and I believe I am entitled to a full refund. Also, not sure of the relevance, but out of curiosity I went through their system to book a seat just to see if the flight was sold out, or what a reason could be for the rebooking. The price for that seat was 444$, compared to the 142$ I paid.

• Initial Complaint

  Date:03/05/2024

  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 express my dissatisfaction with the recent communication regarding compensation for the significant delay of my flight with Flair Airlines on Feb 22,2024.
  
  I had two previous phone conversations with Flair Airlines on [Mar 25 at 11:01 am] and [April 5 at 9:47 am], and their representatives confirmed my eligibility for compensation due to the 3.5-hour delay, which was clearly within carrier control and not related to safety concerns specific to MY flight. They told me that I will receive an email with a link to get my eligible $400 refund per ticket.
  
  I followed up via email and got a response saying that the delay was due to the late arrival of an aircraft caused by a security delay at a previous station. While I acknowledge this incident, it is crucial to emphasize that my flight's delay was not directly linked to safety concerns on my aircraft and was already told I'm eligible. Therefore, I fail to understand why I am now being denied compensation after being assured of its eligibility on two separate occasions. ************ ******* ********* ******* **** ********* ***** ******** *** *** **** * ********** ********* ****** ****** *** ** ********* **** ******** *** ********* ******* ****

• Initial Complaint

  Date:27/04/2024

  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 February 9, 2024 I purchased a flight Abbotsford ,BC to Edmonton, Alberta February 16, 2024 at 12 am the day I am leaving I get a email saying that my flight cancelled due to maintenance of the airplane.
  
  I cancelled my entire package through ******* and the customer service representative gave me the number to the airline and said please contact them to make sure it’s cancelled and check status on the refund policy.
  
  On February 20, 2024 I called to make sure things were cancelled and was told by the customer service agent that it could take up to 30 days to get your refund and sent me by email reservation cancelled confirmation I attached
  
  March 20, 2024 comes around I call about a update on the refund cause there is no money yet in my account so the customer service agent tells me to wait till 21 of March due processing so I did and nothing in my account so I called again and got asked to email proof that it was not in my account so I gave them proof of the February 9, 2024 money coming out and February 20,2024 showing no refund and also March 20, 2024 and the March 21, 2024 showing no refund.
  
  I have called since that date once to twice a week and it’s been month and I have been told to contact my bank which I did twice and both times they have stated that only transaction is from February 9, 2024 purchasing the flight.
  
  Then I told the it was ******* had to refund my money since I booked through them not directly through the airline, so I did that twice as well and both times they have stated nope you can see on you transaction history there is withdrawal from airline and one from the hotel. So called to relay this information to customer service agent not once but twice.
  
  I have been hung up by customer service agent and supervisor. When I speak to customer service agent they can’t give me answer it’s the refund/financial department will get a hold of you we can only speak to them through email. Will it’s been a month haven’t had no communication.

• Initial Complaint

  Date:19/04/2024

  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 am owed and was promised reimbursement from Flair as per the government regulations in Canada for delayed flight compensation. I have been promised payment over and over but still delaying payment for 3 months now.

• Initial Complaint

  Date:19/04/2024

  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 ticket for flair airlines from Edmonton to Toronto a couple of months ago. Apparently the ticket got booked as *** not ******** which is my full name. I got through airport security and check in just fine but when I went to the gates to get the tags for my carry on the clerk would not give me them because my boarding pass did not match my passport. I had other identification to prove who I was and everything matched including my middle name last name and my birthday. She stated she could add four letters in my name but had to contact flaire in order to add the fifth letter. When she contacted flaire they stated that they could change this for $100. I was upset and told them that this was a bribe of $100 for one extra letter 'r' in my first name in order to board the flight. They would not budge and I had to pay the $100 in order to get to Toronto where my final destination was Dominican. I reached out to support and I have not contacted me or returned any of my emails and I have reached out multiple times. I would like this resolved and have a refund or an appropriate fee to adding letters to my name which was unnecessary in the first place. I can provide a receipt and on the receipt it states excess baggage because there is no such thing on a receipt for a ridiculous fee of $100 to add letters to my name. This was a legal requirement they would have needed me to prove who I was not just pay to add letters to a name

• Initial Complaint

  Date:18/04/2024

  Type:Order 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.

  First flight - April 4th - SFO to Vancouver
  Return flight - April 9th
  
  Prior to booking our flight, we checked our carry on baggage dimensions and our personal item against the website.
  We paid for our carry on and we flew from SFO to Vancouver on April 4th without issue. With the same exact baggage, the attendant in Vancouver forced us to pay to check in what should have been a carry on, and also pay for a personal item, claiming they were both too big.
  It seems the size requirements change based on country, but I don't know. We had no choice but to pay to get to our home destination.
  
  While trying to book, we kept getting an error message and would be forced to restart our search and the price would be about $15-25 dollars more each time we tried to book. At the third attempt, we were finally able to book.
  This, along with their predatory baggage policies, shows they are acting in bad faith and forced customers to pay extra in fees for no other reason other than to profit.
  Once we boarded, we saw people with the same exact brand luggage as us fit their carry ons with no problem, just as we'd done a few days before.

• Initial Complaint

  Date:18/04/2024

  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.

  Never fly Flair please, and save yourself the frustration and extra costs. I'm writing via *** because Flair refuses to help us with a refund for surprise carry-on and check in fees, that I had to pay for us to leave PUJ for YYZ in March. Their website wouldn't let us check in online, and the check in desk said that if we don't check in online, we have to pay check in fees. I showed them the error messages on their site, and still they wouldn't budge. They charged me check in fees. They didn't even weigh or size our carry on luggage, which are standard and have worked with many other airlines. They just charged us for the luggage. 1 piece each, or else they wouldn't give us our tickets that we'd bought a long time ahead. The staff were extremely rude and dismissive to us, and many other passengers around us. The flight was delayed by over 2 hours and the gate changes weren't announced on the screens. I got an email saying they'd give us food vouchers, and they never did. My partner asked for a cup of water on the flight, and was told Flair doesn't provide free water, and that we must buy the $3 bottle or no water. Even the pilot was rude on the PA system. He told passengers who had switched their seats, to switch back. Then a minute later he started saying we were to blame for delaying the flight, because some passengers were taking too long to get to their original seats. (We had nothing to do with this but he was so condescending, especially after waiting over 2 hours and paying an extra $153 to board). The seats don't recline at all, and not a crumb of a cracker was offered to us for the whole flight. It was my first and last flight with Flair. The 1 star rating I suppose is for getting us back to Toronto.

• Initial Complaint

  Date:12/04/2024

  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 to ****** and selected a seat in row 11 XL (extra legroom for a $34.99 up charge) via the web. When I checked in to the flight, my seat was still row 11, only now the seat is a regular seat. I thought I was purchasing an XL seat but apparently the flight legend while booking the flight was incorrect, so instead, when I purchased what I thought was an XL seat, they were up charging me for seat assignment. When I contacted customer support I was told I didnt buy an XL seat and the upsell was just for a regular seat assignment. I was sent a different legend showing me a different airplane layout where row 11, where I was booked, was not an XL seat exit row as it shows when booking, but its a regular seat.Every time I tried to explain to the agent that I did in fact choose an XL seat, and that their legend for checking in and booking was different, I was told I was wrong. This company charged me for seat selection, something I would have not purchased as Im am traveling alone, but I thought it would be nice to have the extra legroom so I bought the row 11 exit row XL seat. They refuse to acknowledge the error and refuse to refund my money as you can see by the chat.I have also uploaded a screen shot of the airplane legend for when you are booking your seats, which clearly shows I selected row 11 which is an XL exit seat row, but when compared to the legend sent by the **** you see that the exit row is two rows further back.

• Initial Complaint

  Date:11/04/2024

  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.

  Hi, I did book a flight with Flair Airlines.The booking reference is ******. This flight was for my parents.I was talking with one of the representatives as the plans changed and they were unable to fly on the dates we had booked. So the representative mentioned that I will get credit for $71.84 if I decide to cancel or I have to travel on the dates we had booked as there is no other option. I had booked the flights for $119.86 originally. I was its okay to take some credit back for future use rather than loosing the flights or entire money. But when the representative cancelled he mentioned that I dont have any credits left. I was like you just mentioned about $71.84, he said it was a technical issue and you can contact at this email ******************************************* I did email and got only one response that there are no credits and they apologize. I asked the next representative if they can get my flights back if they cannot issue me a credit, I havent heard any response from them since 2 weeks. Thats why I am reaching you guys for help. I am attaching the original chat that I had as well as other emails we exchanged.

• Initial Complaint

  Date:06/04/2024

  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 had booked a flight from Halifax to Toronto with Flair Airlines. 15 minutes before the flight was due to start boarding (9:05pm) we received emails saying that our flight was postponed until 4:20am. It took Flair almost an hour to send someone to talk with people. They brought police with them. All of the passengers are stuck in the airport and no compensation is being paid. People have been trying to reach customer service but are unsuccessful. My daughter has been waiting for 45 minutes on hold. There are people here with disabilities and some with small children. I understand that delays happen but there has to be some accountability. I'm sure that the airline has more planes. They also delayed the emails until the flights to our destination left already.