ComplaintsforFlair Airlines

• Initial Complaint

  15/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I booked a flight with Flair Airlines. Our travel plans changed, and we had to rebook our flight. Flair Airlines has very limited service with *************, so we were forced to book our return with another airline. I requested a refund, but was told that I could only request a Flair Airlines credit. This did not help me since, as mentioned, there was no return flight from ************* due to limited scheduling. When I called to speak with an agent, I was told that I could only request a cash refund via the Flair Customer Support email. So I sent an email to request a refund on July 30th. This was three weeks prior to my flight. I was advised that I would hear back about my request within 24 hours. That was untrue. I followed up again on August 14th, still a week prior to my flight, and still did not receive a response. I just received an email today to notify me that I am ineligible for a refund since my flight was marked as a no-show. This communication came nearly two months after my flight. And the reason provided to decline my refund request was that my flight had already taken place. I contacted Flair with plenty of time, and am being penalized for their own lack of communication. That is unacceptable.

  Customer response

  17/10/2024

  I have not yet contacted the ******************************. I will do so now.

• Initial Complaint

  14/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have formally requested the company to reset my password or close my account as it has been compromised. The website is nonfunctional and doesnt allow me to change the password or close the account. I am receiving ****** spam mails with the password of my account (which I ignore), more troubling is that part of my passport details are also saved on my account.I have phoned them multiple times and wrote them to close my account on the **********. No action has been taken by them, except that they send my copy pasted emails stating that I wasnt satisfied with a flight. This wasnt the case, I just want them to delete my account in order to saveguard my ********* regards ***** ****

  Customer response

  16/10/2024

  I have not yet contacted them but will do so shortly

  Best regards

  ***** ****
  

• Initial Complaint

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Due to flight cancellation, booking# UNXV5K, Flair promised to issue compensation to the affected passengers.I emailed Flair **************** on August 4, 2024, requesting for compensation. On August 28, 2024, Flair **************** stated that my request for reimbursement has been approved, and I can expect the payment in 30 days. As of today, October 10, 2024, after multiple follow *** with the Flair ****************, I still have not yet received the promised payment, and the Flair **************** is unable to provide an exact date when the payment can be expected.

  Customer response

  10/10/2024

  Hello,

  i have not contacted the *** regarding this delayed compensation payment since current it could takes CTA over 18 months to review the case.

• Initial Complaint

  28/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Booking Reference Number: NAGDX6 Flight Details: Departure Flight: YVR to YEG (F8823). Return Flight: YEG to YVR (F8822). When booking online prior to my departure flight from *** to ***, I prepaid for: 1 x personal item, 1 x 10kg checked bag, and 1 x basic bundle (which includes: 1 x personal item, 1 x carry-on, and 1 x 23 kg checked bag). My carry-on is a hard suitcase and was over Flairs allowable length dimensions. On my departure flight, YVR Flair Airlines staff did not check the size of my carry-on or notify me that my baggage was oversized. They gave me a bag-tag and allowed me to carry it onto the plane without issue leading me to believe the bag was within acceptable dimensions.This is also an extremely concerning aircraft safety issue! Carry-on bags have a size limit to ensure passenger safety. In the event of heavy turbulence: the falling carry-on bags dimensions/weight will not injure the passengers sitting in the aisles below the baggage containers. By failing to check the size of my carry-on bag and allowing me to carry an oversized bag onto my departure flight: Flair Airlines endangered the lives of the two passengers sitting in my rows aisle seats!As a result of YVR Flair Airlines staff oversight of failing to check my bags size, I was not made aware of the size issue until my return flight, which prevented me from making other arrangements for my luggage with family in YEG and YVR without incurring additional fees.On the return flight, I was charged a surprise fee of $93.45 CAD to check my carry-on bag because it didnt meet the dimensions. This was not communicated to me, as the bag had been allowed as a carry-on on the previous leg of my journey without issue. This lead me to believe that my bag was deemed safe and admissible as a carry-on by YVR Flair Airlines staff. After repeatedly contacting Flair Airlines customer service, they refuse to refund me the double charge of $93.45 CAD.

  Customer response

  01/10/2024

  Thank you for your reply ****. To clarify, I have not yet contacted the *****************************. I have only emailed and called Flair Airlines themselves multiple times, but they repeatedly refuse to refund the fee Ive paid.

  Regards,

  - ******** ******

• Initial Complaint

  19/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  20/09/2024

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

  Thanks

• Initial Complaint

  18/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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 response

  23/09/2024

  Need an extension

• Initial Complaint

  16/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 response

  17/09/2024

  Hello ****,

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

  Thank You,

  ******* Crul 

• Initial Complaint

  11/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 response

  11/09/2024

  Hello, 

   

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

  thank you 

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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 response

  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 response

  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

  01/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  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 response

  03/09/2024

  I have not but will do so 

*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. ↩