✅ Trip Verified
| Toronto to Vancouver. February 9, 2019. Flight out of Toronto was scheduled to depart for 7am, with boarding at 06h15. At 7am we still had not boarded and had not received any announcements fro the gate crew. A few minutes after 7am, the gate crew announced “unscheduled maintenance of the plane, we will update you every 15 minutes”. Two and a half hours later they were still repeating the same message and they still provided no information regarding the nature of the problem, any approximate time when we could expect the flight to be leaving, whether the flight would be cancelled, if we should make other arrangements, nothing. The gate crew knew nothing, they didn’t know what the issue on the plane was. They could not provide any number to call for updates or any help. I called the customer service number from the website and they told me according to their systems the plane was still showing as scheduled to depart at 7am, this was at 10am! Through customer service I had my flight cancelled, and rebooked with Westjet at a large extra cost with their next available flight at 4pm. On the phone again with Flair customer service, the agent said their policy is to not provide money for flights rebooked with other airlines. She said they have a new plane arriving and leaving at 12 noon (this is 5 hours past the scheduled departure time). As we waited for our Westjet flight, we watched the flight information board to see if the Flair flight would in fact leave at 12 noon. At almost 1230pm the flight board updates to say the Flair flight is now delayed till 2pm (7 hours past scheduled departure). A few minutes after 2pm, the flight info board showed that the flight had been cancelled. On the phone with Customer Service with Flair, I was told by customer service they don’t have a complaints department and she had no idea if or when anyone from the company would respond to my complaint. In fact the woman was quite antagonistic, there was no feeling of them trying to help me at all. A couple days later, I called back to Flair customer service to see if they could provide some refund for the extra 800$ we had to spend to leave the airport that day and they said they will not provide a refund. The only option they provide is to book the next flight with Flair Air. In this case, that flight was leaving at 07h00 the next day, but we didnt have anywhere to stay and didnt want to take the chance of another 7 hour delay and cancellation with this airline. Horrible experience.