Flair Airlines

✅ Trip Verified | Flair has been ignoring their responsibility and obligation for cancelling our flight. Our Flair flight was canceled July 31 and they re-booked us 6 days (150 hours) longer than our initial departure. This change of itinerary was not acceptable. I am writing this letter to bring to the attention of the public the complete lack of assistance and co-operation from Flair representatives: 1st representative on July 31st by phone and 2nd representative by email correspondence from the Compensation Escalation Team. After several correspondences back and forth, it was clear that your representatives were not responding in good faith and was trying to avoid your responsibility and obligation to air passengers.

✅ Trip Verified | My flight was canceled (canceled 07 July22, Flight originally for 12 July22). Flair Airlines' cancelation email included a ticket for a departure (2-days later) and an option for reimbursement for alternative travel arrangements (up to $600). I rebooked with United to leave on my original date. This ticket cost $300 more than the Flair flight. I sent a reimbursement request immediately via email (07July22). After six follow up emails and a month and three days (which goes beyond the 30-day response time set by the Canadian Transportation Agency), Flair provided me only with a ticket refund and $125 small airline compensation rate. I asked multiple times via email why I won't get reimbursed. They ignore the question, simply restating that the compensation rate is $125 and that they'll need either a canceled cheque or a "direct deposit slip" (a direct deposit slip is typically what you would provide your employer so they directly deposit your salary into your bank account. I provided a "Deposit Ticket" from my checkbook. They then said that they need a Voided cheque. I provided this and restated my question: why was I promised reimbursement for the alt. travel arrangements in the initial cancelation email and why am I being denied that reimbursement now? Again, ignored the question and said they don't have to give me anything and that this is the final communication. It's beyond frustrating to rely on someone's promise only to be lied to. Flair consistently communicated poorly throughout and violated their own Tariff Agreement and CTA regulations, albeit minor ones controlling communication. I know this isn't a situation where I was stranded on a tarmac for days but it is nevertheless frustrating. I will avoid Flair in the future and I hope you do, too.

Not Verified | My brother was supposed to fly from Calgary to Abbotsford BC and he was removed from the plane because of his walking. He was actually sitting in his assigned seat and he was kicked off the plane. My brother is a stage 4 alcoholic who is in the process of dying due to liver and kidney issues but there was no threat that he would die on the plane as he still has several more months of suffering before that happens. His walking is impacted by severe arthritis in his spine that he is not being treated for and, among other complications, he has shortness of breath as a complication of alcoholism. He had a few drinks before boarding the plane because he is a severe alcoholic and without those drinks he would be at risk of dying on the plane. He flew in the exact same condition 2 weeks prior with Flair Air from BC to Calgary - and he required a wheelchair to board and disembark. He did not cause any problems during any interactions with any Flair Air staff when he was asked to leave the plane or at any time while waiting to get on the plane. He is a calm, docile man who would have happily sat in his seat, followed all rules and instructions and disembarked without any problems except the use of a wheelchair. Instead, he is denied his flight home, taken off the plane in a wheelchair and wheeled directly to 2 police officers who he once again had to explain his health to. They promptly wished him a good day. I feel that my brother was discriminated against because he is simply an end-stage alcoholic. The flight attendants said "you smell like alcohol, have you been drinking?" He explained his health conditions to them three times, but this did not matter as he had to leave the plane. He was at no time disruptive, out of line or inappropriate - he was even wearing his mask. As a consumer and frequent flyer I am fully aware that people who have been drinking are still allowed to fly. As a matter of fact, airports and airlines serve liquor/booze to people knowing they are going to fly and while in the air flying. I have also had the opportunity to observe disabled people, who could not walk at all, board and fly without difficulties. So, what's up? In speaking with a man from Flair Air's customer service, I found out the following. First, there are no notes explaining why he was kicked off the plane. Their notes report that he was a "no-show" when they actually had him boarded and sitting in his seat. Then the agent tells me that no-one who boards their planes are allowed to have any alcohol. I point out that airports have lounges in departure areas that serve travelers alcohol and airline flight attendants push carts down the aisles of planes selling passengers alcohol. No response from the agent. The agent reported my brother must have been drunk! I asked him if anyone bothered to test him to see if he was drunk as he has numerous health issues. Nope, just the assumption that the quiet man, who smells of alcohol is drunk. They are refusing to reimburse his ticket cost, but really, that's the least of it as my brother was supposed to be at the hospital in BC today for more medical tests but instead he is still in Alberta without a way home.

Not Verified | We had our flight cancelled after a 2.5 hour delay due to lack of staff. The flight was full and the confusion that followed when it was cancelled was atrocious. The Flair staff had no idea what to do nor where to send the passengers. We were offered a refund or to spend the next 72 hours in a hotel in Vancouver to fly with Flair on their next flight out ... wonder if it actually flew out? We were supposed to be at work the next day and a lot of other passengers had child care issues and work commitments also. We were not offered help to get on other flights, which the majority ended up doing as people needed to get home. We have since been trying to get compensation (10 months now!) for Flair's controllable issue of staffing but to no avail. The brutally poor customer service and run-around by this company is unacceptable.

✅ Trip Verified | From start to finish the incompetence and disregard for customer service & experience from Flair has been infuriating. They first moved out 10:50 am flight to 10:50 pm, a 12 hour delay with two weeks notice. As the only airline that flies direct to our specific destination, we could not reschedule our flight because this red-eye was consequentially the only time they were offering for the entire week once we were notified of the change. We lost a whole day of our trip because of this change. Their app does not work. It took 2-3 days to even list our flight and then would never display the details of the booking. Check-in was even worse. It showed that check-in was available, but then when I clicked "check in" it said that it wasn't available and send me on this repeating cycle of reminders and roadblocks. What normally takes 10 minutes with other airlines took an hour and a combination of their website check-in platform with chat support before we could actually get checked in. While at the airport the text message notifications sent us to the wrong gate multiple times. It kept saying that D26 was our gate when it was actually D27 and the gates were far enough a part that no one would have known unless they thought to look at the airport board. The old man who sat next to us on the flight nearly missed it because of this false information continuously being given by Flair. He also shared our frustrations with check-in, having spent 3 hours over the phone with Flair before finally getting checked-in. After the trip I tried to contact flair to complain or receive compensation for this 12 hour delay, and they did not reply within 30 days. I then had to follow up with them via email AND chat before getting a response. At which point the customer service was incompetent and clearly did not actually read a single one of my emails. Despite repeating myself on four different emails (it was even in the subject line) that my complaint was referring to the 12 hour delay, not one person addressed my complaint and instead continued to reiterate that the 1 hour additional delayed that happened on the day of travel doesn't qualify for compensation because it's less than 3 hours. The only thing that did not go wrong was the aircraft itself, although having to take a red-eye flight on an aircraft where the seats can't recline at all is awful. It is also hard to comment on the cain crew because other than the safety announcement and collecting garbage they didn't do anything. If you're flying for any amount of time over an hour, maybe two, never use this airline. If you do, be prepared for poor communication, changing times, cancellations, discomfort, and a lack of any competent assistance. With the extra charges required for baggage and seat selection, the amount saved by using flair was negligible and certainly did not make it worth it.

Not Verified | They cancelled the flight 24 hours before the scheduled time and said we can either wait another day to get a new flight or can book flight of our own and we will be reimbursed up to 600/passenger. We confirmed this over phone and ended up taking an Air Canada flight for 700+ dollars. We forwarded the Air Canada ticket to them requesting for reimbursement. I had to send a follow up again after 10 days to get a response from them saying that they are giving me 125$ reimbursement per ticket and mentioned some absurd rules. I mentioned that no such conditions was mentioned in the initial email and for which they didn't respond anything. The customer service chat/ phone cannot help you with reimbursement. The wait for phone support is more than 2 hours and you get either a cold or condescending employee who don't care much about service and would just mutter printed answers. If you find it cheap you can book it but don't book hotels and other tickets trusting them, cancelling and denying reimbursement what you might have to face. Also never book them for any time specific, or important meetings. Never Again Flair.

✅ Trip Verified | Having flown with them once and it being ok I decided to give it another go as it is the only airline that does direct to Vancouver from Burbank. When they actually provide the service they aren't bad. Flight Out from Burbank to Vancouver was delayed but the airport staff were very nice. The return flight was a joke. I was due to fly out Thursday 7th July. They Cancelled this Flight Wednesday the 9th and scheduled me for the 10th of July. I spoke to customer service and they guaranteed that this flight would go ahead 100%. So I trusted them. On Thursday the 7th Flight was cancelled again and rescheduled for Thursday 14th of July. I had to get back for work and my only option was to rebook with another airline which might I add with no assistance from Flair. The flights were astronomical in price due to last minute. Flair Offered with the second cancellation via email to reimburse up to $600 CAD id you choose this. No flights on my original route were in this price range and even having to fly to LAX it was just under $600. I also had to figure how to get home from there. Flair refunded what I paid for original ticket with them. They told me I had to submit a claim for reimbursement of the alternative ticket and delay compensation for original flight cancellation - two separate cancellations. Well they will lump it into one claim. Subtract the refund they provided you off the alternative ticket (which I do understand). However you either get the reimbursed for the ticket or the low compensation for the original cancellation. Its so messed up. I thankfully had free accommodation but if I had been paying for a hotel and included this in my claim I would not have been reimbursed as "I choose to fly with an alternative airline" after the second cancellation. All within their control! I will be making a formal complaint against them. I missed work due to the original cancellation and due to the short notice leaves the customer with very few options. Not to mention have to chase them for reimbursement.

✅ Trip Verified | Toronto to Vancouver. This has got to be the worst airline and i've heard some pretty horrible stories. There is absolutely no benefit to flying with Flair. Even if you're the cheapest human on this Planet just trying to save a buck, do yourself a favour and pick any other airline. It's NOT worth the stress over the couple extra bucks they claim to save you. Starting with the fact that they charge you to bring every single thing on board with you. I'm not sure what the point in claiming to have cheaper fares is, only to charge people for every piece of baggage, sock, and item you bring on. You end up paying the save as any other flight, and at least they don't charge you for a carry on in most cases. So that already leaving a bad taste in my mouth, they charge you for your carry on + a checked bag should you choose to check one. When your on board there is no complimentary beverages. Not even water, you are expected to pay. There is no wifi on flight. They do have an app which you can watch movies & tv shows. However, if they can provide such then they should be able to provide Wifi. It's 2022. No drinks & no wifi on board makes for a fantastic flight! If that sounds like your idea to your start or end of a trip than Flair is the airline for you. I really wish I had known that prior to boarding. My flight was delayed for two hours which would have been nice to know prior to boarding. They gave us no email or even an announcement at the airport. You only knew it was delayed when you got to your gate or if you happened to skim a Schedule list. Where things got really fun was on my return trip from Toronto to Vancouver. I received an email the night before my flight this time, letting me know my flight was delayed. What I didn't realise was they delayed me until August 10th, with their excuse being a "Controllable late arrival from previous station caused by an operational delay" as stated in my email from them. Upon speaking with their live chat I'm told "They moved my flight to August 10th" No further explanation. What I don't understand is how they're unable to have more frequent flights to two of the countries most popular destinations, and they're boasting providing service to all of Canada. Wondering how many other people got cancelled today, or any other day for the week. I was provided a 'bunk' email from my live chat rep from Flair, and when I emailed the address I received an automatic email saying my message was "blocked". Dealing with Flair has been the most stressful flying experience I've ever had, but I will never make that mistake again.

✅ Trip Verified | Tried to fly from Windsor to Halifax. Flight was delayed 3 times before departure. That was just the tip of the iceberg. We were turned around mid flight and landed in Ottawa. We were told to wait for an email for further information. This email was never sent. The entire flight of 100+ passengers were stranded at Ottawa airport. Flair had 3 hours to get a customer service Rep to their "base" in Ottawa. Upon reaching customer service on the phone, no one working at Flair was aware we turned around to Ottawa. This was after 3 and a half hours of us being stranded in the Ottawa airport. I would not recommend this airline to my worst enemy.

✅ Trip Verified | Flair Airlines is not worth the discount for an incompetent experience. I cannot get a boarding pass for check-in with this company's disastrous online checkin system. When I do, it's never electronic. They've been having the same error for two weeks. They won't offer compensation or anything other than "sorry, we're experiencing errors with our computer booking system. I will never fly with them again.