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Business Profile

Airlines

Flair Airlines

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Flair Airlines's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 607 total complaints in the last 3 years.
    • 99 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:18/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 delayed and then cancelled flight from Abbotsford to calgary, complete disregard for appr regulations, and abysmal customer service. Arrived at destination over 24 hours late, flair accepted responsibility for the delay and cancelation, refuses pay compensation in accordance with appr regulations.

    • Initial Complaint

      Date:15/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 2 tickets from flair air on Feb. 07 2024 at 12 pm and cancelled them at 2 pm the same day. Flair air cancelation policy says if a reservation cancelled within 24 hours of booking they will issue a full refund. 0 cancellation fee. But they don’t refund my money and want to give me credit for future flight. I tried to contact them but no one answers the phone. I have been on hold for hours. They have chat box which is totally useless.

    • Initial Complaint

      Date:30/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Two flights in December 2022 were cancelled and claims for compensation were filed in January 2023. Despite many subsequent email communications to the airline, Flair did not make a clear reply to the claims until Dec 2023. This is why the complaint to *** is made after the one year period of the occurrence. One of the two flights' compensation of $125 was paid on Dec 5, 2023. For the second flight on Dec 7, 2022, flight *****, YHZ to YUL, reservation# ******, Flair has refused to pay any compensation. Flair's explanation ... "As the root cause of your delay was , this is considered to be within the carrier’s control but required for safety, therefore, it is not eligible for compensation ... If you wish to dispute our decision, please contact the Canadian Transportation Agency directly." A complaint has accordingly been filed with CTA. I don't believe Flair's explanation. Flair makes far too many flight disruptions claiming "for safety" that are unreasonable. It is clear they use this explanation as a way to avoid paying compensation to clients who suffer from their flight delays and cancellations. Flair should commit staff and time or outsource external maintenance crews to have any "safety" issues rectified before flights or make alternate arrangements with another carrier. Additionally Flair's correspondence subsequent to compensation claims was very convoluted and Flair failed to address the issues within the time frames indicated in their email replies. It seems the airline is trying to derail the customer in hopes they will just give up. I believe if Flair is not held to account, the misery will continue. I expect Flair to pay the compensation of $125 and reimburse the $626.08 cost to book alternate flight arrangements.

    • Initial Complaint

      Date:19/01/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      In March of 2023, Flair cancelled our return flight from Florida to Ottawa. Flight number was ******. They reimbursed us $125 per person for the inconvenience of the flight cancellation (which is a separate issue since $125/person did not cover the $2500 flight I had to book through *** ****** to get us home). The problem I'm writing about here though is that Flair still owes us $870 for the price of the return ticket. I have been emailing them about this since last March. Their last email to me, in September, said that they were processing the refund. I have emailed back since then, multiple times, to ask what is happening because I still don't have the reimbursement. They have ignored every email since March. I attached an email chain with them. I have dozens of other email chains as well. We had 7 people on the trip and 4 are adults that have also tried getting the money back from Flair.

    • Initial Complaint

      Date:21/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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.
      The Flair Merry-Go-Round I flew with flare airlines in July of 2023 and on my return trip from Montreal to Vancouver, upon arriving at the airport, waited for my bag to appear on the carousel. It did not. A flare agent happened to be walking by and I let this person know about my missing bag. This individual then had me fill out a lost package form and told me to also contact flare in an email. Even though i did so and followed all of the requirements to report lost baggage it has now been six months and many emails and phone calls have occurred since originally losing my bag and still nothing has been resolved. Flair has been taking me for the longest merry-go-round ride i have ever experienced. They originally seemed to be helpful and had asked me for all my flight information which I provided. I fortunately had pictures of everything, including records and receipts and provided all of this documentation for them as requested. After waiting for them to respond, i emailed them again as nobody would answer their customer service number. I was then told that i needed to provide the information and documentation again to them from the email i booked the flight with ( i have two emails- one personal and one for business). I did this but then they stated that i did not inform them of my lost baggage soon enough ( although i had done this within the first day) and that they were denying my claim. After i again sent them documentation proving i did indeed inform them within the 21 day timeframe. After waiting for a response, i finally ( after several weeks) emailed them again requesting that they respond. They then emailed back and stated that they could find no record that i did indeed have a bag and refused to continue with my case. After I proved I had a bag from my ticket information they then tried to say I did not file a lost baggage claim within the 21 days . These types of emails and phone calls have been going on with no end insight. I have now filed a complaint with the air passenger protection agency and was told that i am case number *****. There are ***** customer complaints ahead of me. This shows how bad this has become. I am still trying to resolve this issue ( i just want my bag returned) and will continue as far as i can go. Small claims court is now a consideration. Needless to say i have been absolutely amazed at the sheer amount of terrible treatment and total lack of care that i have found that others have also experienced with this airline. A simple online search has revealed literally hundreds of upset and frustrated former flair customers who have had similar experiences and also far worse ones. I have now unfortunately been forced to join the ranks… Date of experience: July /2023

    • Initial Complaint

      Date:20/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 Tuesday December 19th I was flying to Orlando Sanford to Kitchener-Waterloo airport. During the safety demonstration, the flight attendant dropped the metal buckle on my 4 year olds forehead. She began screaming, and nothing was done by the crew to help her. The flight attendant quietly said sorry, continued her safety demonstration and thereafter walked away. Didn’t ask how my daughter was or if we needed anything. I requested ice immediately once I saw the bruising appear, and a different attendant who I asked made us wait in until the plane took off before they brought it to her, which was over 10 minutes. There has to be better training for crew and something must be done so serious injury doesn’t occurs. A couple inches over and it would been her eye. The image is 2.5 days after the incident.

    • Initial Complaint

      Date:20/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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 credits with this airline that I wanted to use towards another flight. The site does not say how you are supposed to apply the credits to the flight. The chatbot they use says the credits are available when you go to pay for the flights during the checkout process, however my credits were not available at any point during this process. At the time of the reservation, support was not available and I could only chat with the bot. I went ahead and continued to book and pay for the reservation. After calling support within business hours they tell me they are not able to apply the credits anymore and that it should have been done prior to paying for the flight. They say that I should have called support prior to payment and have them apply the credits. Nowhere on the site does it say this is the process. The only process for redeeming credits is from what the chatbot said. I have now contacted their refunds department in order to get a full refund on the flight but say that there will be a cancellation fee totaling to more than half the cost of the flight. This is completely unacceptable as their self-serve redeeming of credits is obfuscated leading people like me getting ******* out of their money.

    • Initial Complaint

      Date:20/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Date of Transaction : Dec 19, 2023 Book this one-way flight online directly with Flair, $157.57 USD Flair committed to departure time of 3:15PM Nevada time Flair committed to provide me an XL seat on row 15 window Flair committed that I could check in online at no additional cost Dispute: - Flair FRAUDULENTLY sold me a seat they had already sold to another passenger prior. - Flair flight staff callously, IRRESPONSIBLY, and arrogantly arrived the gate for boarding at about 3:00PM Nevada time causing huge delays - Flair cabin crew(2 of 4) & 3 of the flair-contracted airport staff came on-board caused further delays of departure my making Multiple people counts they seemed unable to reconcile with each other. ****** *** ****** ***** cabin crew did at least 5 counts. In total all of them made no fewer s than 13 counts, using the clicker, reading people’s names from a list and pointing. All of this while we stayed delayed - Flight departed at about 4:54PM Nevada time - Flight crew, in particular ******, viciously, aggressively, vehemently refused to provide water to travellers except by purchase. - I told ****** I had medication I needed the water to take and he had the temerity to ask me to show him them medication. ****** said that his request for proof of the medication, a person medical information, was because some travellers were using medical condition as an excuse to get free water. - I refused to provide him the medication initially but when my chest pain intensity increased, I showed him the medication and ****** still refused to provide me water. Insisting that I must buy the water because they have it for sale. Meanwhile, ****** enjoyed & served the bald, bearded captain coffee, & water. ******, had a lunch of rice in a rectangular glass container with water to wash it down. - ****** of Flair airlines told me & other passengers that they are not required to give us water. - US DOT & Transport Canada prohibits this water refusal based on the Delay

    • Initial Complaint

      Date:20/12/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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 4 I was trying to book flights out to my grandmothers funeral which was taking place in Saskatoon. I booked a flight that didn’t work with our connecting flight, I spoke to the lady on the phone she said I needed to provide proof of death. So I provided them with a death certificate along with information regarding the funeral. Once she received it, she said that since my grandmothers date of death was 2 months before the funeral date she didn’t believe we were going to a funeral and wouldn’t be able to cancel my flight. I had to purchase another flight so that we could attend the funeral.

    • Initial Complaint

      Date:19/12/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 flight from waterloo to vancouver on 18 dec but that flight delayed 9 hrs then i booked again which options given by them now i got flight from toronto to vancouver which is at 7:50 but now delayed to 10:15 when i came here i have 1-10 kg bag 1-23 kg and last one 7 kg i already bought bundle of baggage which cost me 107 dollar than i came to airport they said you have to pay 55 dollar for 10 kg bag i said i already paid they said no i paid extra for seat but they gave me normal seat i explained them i have proof that i have this xl seat they said call customer service

    Flair Airlines is NOT a BBB Accredited Business.

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