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:04/04/2024

  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.

  We flew from *** to FLL on March 20th. I blame myself for not researching before buying tickets; even carry-on luggage incurs a fee. During check-in, there was a small device to measure dimensions. I was charged $77.97 for my gym bag, and my friend was charged $94.92 for a 25-inch checked bag. Our back flight from *** to *** on March 31st at 5:20 PM required online check-in, as stated in the airline's email. Otherwise, airport check-in would cost money. I tried to register online at 9:57 AM, but the website wouldn't allow it (see Image 2??). I took a screenshot, thinking it could serve as evidence to avoid the extra fee at the airport.At the airport, I encountered a rude staff member, a black girl. She bluntly said that since I hadn't checked in online, I had to pay. Additionally, the fee for my carry-on baggage increased from the online price of $59 to $69, and my friend's checked baggage fee increased from $74 to $89. Originally, we only needed to pay $133 (see Image 1), but now we had to pay $208 (see Image 2), an extra $75.I insisted on speaking to their manager because I had screenshots. However, the staff member told me to wait aside while she called the manager. I insisted that she call the manager before I left the counter, but she just made a few phone calls and said the manager was too busy to come. Seeing many people waiting in line behind me, I didn't want to waste their time, so I reluctantly paid and left.

• Initial Complaint

  Date:04/04/2024

  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 cancelled this flight within 48 hours prior to the flight but they say that it is against their policy to give a refund if the flight is cancelled within 48 hours prior to the flight. This is not acceptable. Before booking the flight they should give you this data not have you search their website for cancellation policy. They are not taking any responsibility even though we were told that a refund request would be submitted.Their website uses an AI which I found very frustrating because it wouldn't answer my questions nor direct me to the correct place. Also when I phoned I got an AI again very frustrating for the same reasons as above. I waited on the website for more than an hour to talk to a customer service representative.

• Initial Complaint

  Date:30/03/2024

  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 disappointment regarding my recent flight experience with Flair Airlines #1100 from Montreal (YUL) to Fort Lauderdale (FLL) on March 28th, 2024. The flight was delayed by over 3 hours (226 minutes to be precise) due to mechanical maintenance issues within the airline's control, as confirmed by the airline.
  
  While I understand the necessity of ensuring safety, I would like to bring to your attention that according to the Air Passenger Protection Regulations (APPR), passengers are entitled to a standard of treatment, including food and drinks in reasonable quantities, when a flight is delayed by more than 2 hours.
  
  During the extended delay, I incurred expenses amounting to $29.89 at the airport restaurant to meet my basic needs. Therefore, I kindly request reimbursement for this amount in accordance with the provisions outlined in the APPR.
  
  I appreciate your prompt attention to this matter and trust that you will process my reimbursement request accordingly.

• Initial Complaint

  Date:24/03/2024

  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.

  ******* ********* * ******* ****** ******* ****** Departure Date: 2024-03-22
  Departure Airport: LAS
  
  On March 22, 2024, we were supposed to be on a flight to Toronto at 11:55PM. We initially received a message that the flight was being delayed. However, we were already at the airport when the message was received. We arrived at the Harry Reid International Airport and went through TSA and was heading to our gate. We then received another message saying that the flight was cancelled. However, the monitors at the airport still showed that our flight was still leaving. Even at the gate, it stated that the flight was still on time to Toronto. It was very confusing as in the email it was saying that our flight was being rebooked at a later time which was at 1:30PM 03/23/2024. In the email, it said that if the rebooked flight did not work for us, we can cancel. We were unable to reach any flair airport agents or customer service representatives. Since the flight was at night, the customer service line provided on the website was closed. We have also tried to get in contact with someone at the check in counter but no luck there. NO ONE EVER CAME TO NOTIFY US OF WHAT WAS HAPPENING. A complete waste of time waiting for about 4 hours at the airport ! Note- that this cannot be considered a weather issue because there was another flight leaving to TORONTO AT MIDNIGHT (*** ******). not even attempt for an agent to come to the gate to notify those waiting. Upon leaving the airport, we went to see someone at the airport's information counter to see if we can talk to one of the Flair Agents to request for compensation. We were advised that the Flair Agents has already left! The fact that the flight was being rebooked for more than 12 hours later is ridiculous and to leave passengers on their own that are already at the gate waiting! We've been trying to reach out to customer service and no one ever answer and chats take too long! Noone to speak to in person OR via phone!

• Initial Complaint

  Date:13/03/2024

  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 May 1, 2023, I and my companions purchased flight tickets to Las Vegas through Magallones Travel and Tours with his e-mail address, ******************* a third party provider, which included Flair Airlines as the carrier for our trip. Our itinerary was confirmed and we made necessary arrangements based on the scheduled flight. However, to our dismay, upon arriving at the *** Airport on December 5, 2023, we were shocked to find out that Flair Airlines counter was closed. An employee of the *** Airport informed us that there was no scheduled flight of Flair Airlines to Las Vegas on that date. We were utterly surprised and disappointed as we had received no prior notification or communication from Flair Airlines regarding this cancellation. we inquired from our third party provider if he received any communications from Flair Airlines regarding the cancellation of the flight and he said that he did not receive any communication that the flight was cancelled. We had no other option in order to go to Las Vegas, but to purchased tickets from *** ****** because we had already hotel accommodations and in fact we wasted one night because of the cancelled flight. As customers, we believe that Flair Airlines has violated the duty of care and failed to uphold the basic standards of customer service. The lack of communication and failure to provide adequate assistance or compensation for the cancelled flight demonstrate blatant disregard for customer satisfaction and rights. ********** * ************ ******* **** *** ****** ******** ****** *********** **** ****** *** *********** ****** ******* ***** ******** ** ****** **** **** ******* **** ***** *** ******* ******* ******** **** ********* ** *** ******* Additionally, we seek compensation for the financial losses incurred as a result of the flight cancellation and the subsequent inconvenience caused to me and my companions. Thank you for your attention to this matter.

• Initial Complaint

  Date:12/03/2024

  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.

  Myself and my companion were delayed 4.5 hours going to Cancun on Jan 25, 2024. I have reached out to Flair on 8 separate occasions for the reimbursement and compensation as outlined in the ******** ********* *********** **t. I have filed out multiple forms and emailed. I have also called 4 times now and each time they tell me a representative will email me and I have not been emailed. Including checking in my spam, history etc. I am owed a total of $800 as outlined on the flair website and within the Airline Act for two people who had a delay 3+ hours. I have attached the email communication as well as the flight messages regarding the delay within the carriers control (maintenance). I am requesting FLAIR airlines pay me the $800 I am owed. Thank you

• Initial Complaint

  Date:03/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Jan 7 I had a flight from Las Vegas to Kitchener.
  We were on the flight and it was announced it was cancelled and we had to get off, at almost midnight. We were offered a hotel and a meal, which I accepted.
  I took a taxi to the hotel and then back in the morning for a total of 40$, which was not covered but rather both hotel and airline said the other would do it, and then finally I was told to request it be covered with receipts by airline.
  
  After returning, I have reached out to the airline just to get the taxi covered. I understand there is a 400$ compensation for having a flight cancelled. I do not require this 400$, although I do think it applies. I at least would like to have the two taxi trips covered.
  
  I have had multiple exchanges with the company; they have used multiple ridiculous reasons to say they couldn't help, like not the right email or my name not written the exact same way. I did get through those and then they said it was because the flight was not cancelled at first and then that it was cancelled for disqualifying reasons. Of course they offered me the hotel and meal, for which I am grateful, and it confirms that it was cancelled. Anyhoo, I would just like the taxi fees. If not, I would like to file a complaint about it. Unfortunately, there are good aspects to the whole situation as well as this questionnable issue.

  Customer Answer

  Date: 18/03/2024

   In regards to complaint #21379806. I wanted to let you know that soon after submitting my complaint to you I did get a response from flair airlines. It seemed so linked to making my complaint to you that I assumed you were aware of it, excuse me. It says that the payment will come by email through a system called "hyperwallet" within 30 business days. It has been a little over a week, so there is still time. I will close the complaint with *** once I receive it. 
  
  Thanks very much,
  **** * *****
  

  
  

• Initial Complaint

  Date:29/02/2024

  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. As you can see from the screen shot I booked for June 9th. The way this was presented on the website I had assumed we landed June 9th as no where in the process said otherwise. As soon as I received my itinerary I saw that this was not the case and immediately started to try to get ahold of someone. I tried first through the website but was on hold for so long that i had to leave. Then I tried calling. After waiting on hold for 30 minutes I finally talked to an agent who was less than helpful and treated me as if i were an idiot and that i should just know. I had to keep repeating the issue as it seemed she did not understand. There was no resolution made.

• Initial Complaint

  Date:22/02/2024

  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 four flights with a credit I had with Flair Airlines and paid the remainder last year, for 4 separate dates to and from these two locations. One being Halifax to Toronto and a return flight in August 2024, the other being Halifax to montreal and return flight in August 2024. I am unable to login to my account due to some error that Flair is claiming on their end that hasn't been resolved for 2 months. I spoke with chat on their website and they told me I had to email. They said they can't help with the login and that they only see the flight to Toronto and back. After emailing my requests to resolve either issue they were completely ignored as I get a new agent each time who ignores my request. They keep sending me the same itinerary for the one Toronto flight, are not answering my questions and won't fix the login. There has been an exchange of over 20 emails probably over this time period and not a single thing has been done to assist me. I am very frustrated. I can't even login to view all the details.

• Initial Complaint

  Date:20/02/2024

  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 have a flight credit with Flair Air from December 2022 which has a 2 year validity. Their website says that you must contact customer services to use the flight credit as they need to make the booking for you. However, I contacted customer services 3 SEPARATE TIMES and their agents were absolutely intent on me not allowing these credits to be used.
  
  I had my desired flight in my cart ready to go. I get onto the agent who quoted me a price of over QUADRUPLE the price of my booking and didn't even ask me if I wanted it nor did she show me the flight... she went ahead and BOOKED IT WITHOUT MY CONFIRMATION/CONSENT at this exaggerated price which not only STOLE my flight credits but also stuck me with a $330 bill for the remaining balance. The agent REFUSED to rectify this and when I finally connected to another agent, they disconnected the chat on me when I asked for assistance.
  
  I am now without a flight, without credits, and stuck with a $330 bill which could affect my credit. I have emailed Flair Air repeatedly and they have not replied. I demanded that a formal complaint be lodged to 3 separate customer service reps and this was blatantly ignored by all 3. This airline should be shut down. I WAS FRAUDED AND THEY SHOULD GIVE ME MY $389 FLIGHT CREDIT BACK BECAUSE I REFUSE TO FLY WITH THEM