Flair Airlines
Edmonton, AB

Dear CEO, COO, Customer Service Manager and HR manager,

I would like to report the following incident with your airline.

Incident Report: Uprofessional and ill mannered flight attendants
Date: August 21,2024
Time of Incident: Approximately 1 hour before arrival
Flight #: F8631
Departure: YYZ ETD: 10:15 PM
Arrival: YEG ETA: 12:20 AM
Purser: Mercedes
Passenger Seats: Rows 31 and 32

Details:
Approximately 1 hour before arrival, while most passengers seated on rows 31 and 32 were asleep, a continous loud, raucous and boisterous laughters woke us up. It lasted for a while. Flight attendants were huddled in the rear part of the plane near the lavatories. They spoke in loud tones and were rambunctious. One of the passengers later commented that they were swearing while exchanging inappropriate information of their personal lives. Passengers on rows 31 and 32 were getting impatient with their unprofessional and disturbing behavior, that I decided to press the attendant button. A long haired, pony tailed, female, caucasian, flight attendant with eyeglasses approached me. I told her "I am trying to be patient here" before I even my ended my statement she profusely apologized. One of the passengers in row 31 was trying to express his frustration to the attendant as well. A few minutes later their loud conversation continued. I pressed the attendant button again. This time a blonde, approximately 5'6" female caucasian flight attendant with a distinct maple leaf tatoo on her right wrist (she was the same flight attendant that performed the safety demonstration earlier) approached me. Without even asking what the matter was, she proceeded to say "would you like to change seats?" I told her "you have no regard for your passengers, I am not the only one complaining here" while pointing to the passenger on row 31. The passenger then vented his frustration. The attendant walked away in the middle of the conversation and remarked sarcastically "we will not speak in the next 45 minutes".
The plane finally arrived arrived in Edmonton. I was disembarking on the rear of the plane when I noticed the same female caucasian maple leaf tatooed flight attendant with another female caucasian flight attendant that is shorter than her, leaning against the wall of the aircraft. I avoided eye contact so as not to engage. As I was heading to the stairs, one of them hollered in a taunting manner "Sweet Dreams". I replied " Thank you for being sarcastic."

I've flown on budget airlines in North America, Europe and Asia and I have never experienced this kind of ill mannered, impolite, unprofessional, rude and unciviled behavior. I have flown with Flair before and I had a pleasant flight experience very opposite than this one. This is such a disappointment considering that Canadians are known around the world as polite people.

May this report be addressed in a fair and responsible manner.

Kind regards,
Erik Acorda

I have flown with flair a few times and because of the affordability, even though there have been some issues in the last I end up flying with them. However, after this experience I will never be flying with flair again. I have booked a flight, filled in my information for the reservation and as always double checked. My reservation was good to go and I had no issues making the reservation online. Luckily, about two weeks before my flight I checked the confirmation email and realized my last name was written twice. I am a healthy twenty two year old female with no cognitive issues, I have never once written my last name twice in any reservation and I always double check before making any kind of reservation. I understand it sounds highly unlikely that their system could make this mistake, the reason I believe it is their systems fault is because I have had issues with my name on reservations before. They were not issues like this one, just that their system is weird with spaces in my first name so I am never able to check in online before hand because the information that I put in is "inaccurate" in their system. So every time I try to check in with flair online, I will try first the way I wrote it out on the reservation, then try removing the space, only using the first part of the name before the space, I will try like 3-4 different ways. And after all that, at the airport they will tell me I only attempted to check in once (because I only tried once with the name that is correct on their system which I still do not know which one is correct) and try to charge me a fee. Although the computer says I attempted once, I tried several times and each time it would say my information is not correct. Because of this, I have to check in at the airport, explain my situation and complain that i should not be charged a fee for in person check in. Worst of all, because I couldn't check in online like everyone else, I sit in the very back row middle seat. This has happened twice to me now.
Flair's policy is if you need to change your name you need to pay $99, I remember very clearly when I was booking this and as always I double checked the entire reservation. My last name was not written twice. If I do not pay the $99 fee, they will not let me on the flight as the name does not match my identification (since it has my last name written twice). I called customer service to get this fixed, and they said they could not help me and that I have to pay for fee, so I asked to speak to their supervisor and they were very keen on not putting me on with their supervisor. I called again, spoke to another representative who did not even argue just put me on with their supervisor. Although the supervisor could not help me with my issue because they just can't make the change without charging me, they tried to help me which is the difference between the supervisor and the first representative I spoke to who did nothing to try to help.
With the extra cost of the name change, I might as well have booked with Air Canada. The cancellation fee is higher than changing my name, and honestly if I had the money I'd cancel the flight just because of how ridiculous this entire situation is.

I want to start this out by saying that I normally do my best to leave good reviews everywhere I can, or no review at all. I respect that things don't always go as planned, and understand that Flair is a new company. That being said, I do feel the need to share this nightmare of an experience with others. I have a friend who has a family member that works with Flair. Many of the reviews have been quite negative for this company, but my friend convinced me that going from Abbotsford to Mexico is such a routine flight, that it would be a piece of cake. On our way to our family vacation, we had a bit of a hiccup. We booked through Expedia and Flair did not take our full names for the tickets. After spending 3 hours on hold before requesting a call back, and getting through with the live agent chat after those 3 hours (we waited with both simultaneously) they were able to update our full names on their systems. This did not reflect on our tickets, or anything we could see for that matter. But they said to trust them, and it did turn out alright in the end. We made it down to Mexico with relative ease - nothing a 3+ hour hold the day before couldn't fix. On our way home though was when the nightmare began. We started out as leaving Puerto Vallarta at 6:30pm local time, which would have us arrive at 11:30pm in Abbotsford. The morning of our flights, that changed a number of times. After the 4th update, we were bumped to leaving at 11:30pm. After waiting for hours at the airport, that then changed once more to a departure at 1:30am. Keep in mind, the restaurants had all now closed at the airport earlier than scheduled, and we were left with little (and expensive) options by way of food and water. As a compensation, Flair offered us each one small snack (mini bag of chips, M&Ms) and one 330mL water for the now 7 hour delay. Little communication was done during that time other than the email updates saying our flight was now delayed yet again. To our surprise, the time to board finally did come, and the plane was filled to the brim. No water or anything was offered on the plane other than for purchase. 30 mins before we arrived to our return destination in Abbotsford (it is now almost 5am) we get an announcement saying that customs could not stay open for our incoming flight, so we were rerouted to Vancouver. This came as a shock to all, as no one had been informed of this decision, and most of us had either a vehicle parked at Abbotsford or a person waiting to pick us up there. All that was offered by means of compensation was a Lyft voucher to get a ride to Abbotsford Airport, but alas, there were no Lyft vehicles to get us there, and no one was able to book anything. No communication was provided further. Any questions asked were simply answered with "we are unsure". We ended up booking an Uber from YVR to YXX and were hoping to get some compensation for the extra expenses. Alas, we were passed back and forth between the email team and the phone team every day for a week with everyone saying it was not their department, and they would not be handling anything with us, and to reach back out to a different team. The final result, after at the airport being promised the compensation for the ride between airports, was we will not be compensating anything. I love to save a penny, and Flair offered to save a big penny, but it came at the cost of a bigger one. This has been the worst, most frustrating experience ever. And many of us had to work the next morning. Save yourself the headache and the hassle. Just don't fly with them.

After Flair Airlines lost a Nanaimo hockey fan's gifted NHL hockey stick from Bo Horvat in January, the same thing appears to have happened to a 12-year-old from Ucluelet.

An invite to Las Vegas for a friend's birthday on April 11 was an experience Mason Midlane of Ucluelet won't forget anytime soon.

One of his favourite teams, the Seattle Kraken, was playing the Las Vegas Golden Knights, and in a warm-up before the game, Mason used a sign to try to entice one of his favourite players Daniel Sprong to give him a hockey stick.

"It said, 'Sprong #91 we flew over 2000 km to see this game — rock, paper, scissors for your stick?'" Midlane told CHEK News.

And to his amazement, the sign worked.

"At the end of warm-ups, it looked like he was going to go off the ice, and he went onto the bench and grabbed one of his sticks and started skating over to us, and we were both just in shock — we never thought that would happen," added Midlane.

"Thank you. No way," he and his friend can be heard saying on a video recording of the exchange.

The stick was a Bauer AG5NT with Sprong's name on it, and Mason held it close to him for the duration of the game and the following four days.

But when it was time to leave Las Vegas, he was told the stick could not go through security, so for $75, they checked it in as their only checked baggage and boarded the direct Flair Airlines flight to Vancouver.

"And then we got to Vancouver, and the stick just wasn't there," he said.

They waited for hours but were told the plane was empty and the stick was gone.

"I don't want to think someone took it, but it hasn't turned up. It's two weeks later, so I don't know where else it could be," said Carrie Midlane, Mason's mother.

Dear the captain of flair. I hope you see the comment to understand my anger right now. Thos comment's about the LOST LUGGAGE problem. The flair airline had destroyed our vacation. The cold weather of Canada on 27th January the vancouver weather was -5C. My sister's only 6 years old and she doesn't have warm clothes to wear. We bought a tickets and they said the flight got delay from 3pm to 7:30pm. We arrived at the airport at 12:30pm and noticed that we lost an important luggage. We waited until 1:30am then we tried to find a helper. What disappointing was that the flair's helper was very careless. While we were losing our luggage we were very confusing and mad the helper said she didn't have time to talk with us and we need togo away and wait she will update for us through email tomorrow. We waited for 3 days and still no update so we decided to sent them serverals om emails and tried to contact them but no one replied. Then the day after that we tried calling them and thus time they answered and surprisingly they said the dudnt know about the problem and then asked for our information again.
Then tomorrow still no one contacted us we had to drive for 1hour to get back to the airport to ask them again. Likttle dud we know the lady we talked to say they didn't know about out problem then ask for our information AGAIN. Then she said tomorrow there will be a flight from Toroto(the place we lost the luggage) abd she will put our luggage on the flight uf she found them. Then tomorrow was our last day at Canada and we have to return home soon so we called them again and still same old answer they asked for our information AGAIN. We were very disappointe. And they promised the will send us update and now we're home. Ot've been 9 days and we got bo reply or update.
THE PROBLEM US WE BOUGHT A 99 DOLLARS PLUS LUGGAGE AND NOW WE LOST THE BAGGAGE. WE PAID 99 DOLLARS FOR A LOST LUGGAGE? The people we talked with were very disrespectful and irresponsible and unprofessional. We've travelled alot around the world and thus is the first time we flew with "the worst airline". With all the things above I think y'all shouldn't fly with flair.

NEVER ON TIME, CUSTOMER SERVICE IN PHILLIPINNE, UNABLE TO GET ANSWERS WHY ALWAYS DELAY,

PLEASE DON"T WASTE YOU MONEY, THIS COMPANY SHOULD BE CLOSE

Worst airline ever. We came to Florida from Toronto yesterday. As all carryon's were charged we decided to get one checked bag between us ( 3 family members) and paid some 88-90 dollars for it ( that's just one and first check bag) sure enough the bag did not come to Florida, ever since I made several attempts to contact Flair not no luck. Finally I selected an option from their tele prompted menu and pressed 5 for lost, delayed baggage a lady comes over the phone and says that not our problem and suggested I contact baggage department only by email. I said to her that I selected option 5 which was specifically to deal with baggage problems and she says that's not her problem and said I contact baggage department by email only they don't have a phone line. I asked to speak to her manager and she put me on hold for like an hour and then the phone got cut off. I am so stressed out, out medications, footwear, valuable clothing, swimming supplies, every single thing in that bag. Our vacation is ruined. We are frequent travelers and on the occasion when something like this has happened they just deliver the bag to our hotel right next morning. Why Flair cant do that.Here is other part of the story, my wife and sent flair baggage emails stating the color of the bag, make, also wrote that a Flair staff member put a name tag with our name on it himself at Toronto airport. We received a reply asking for us to provide them with exact contents of the bag item by item! This was in such an interrogative manner.Next update, someone named Sujog who identified himself as supervisor called and was quite rude to me. He said at his end he des not see any email received from either me or my wife. I literally died of heart attack hearing this. My wife send an email to which the baggage department replied. Then we both sent another email to them and after all of that someone over the phone says they have not received any emails from us?Lastly I would like to says this. We are frequent travelers and we travel all over the world all the time. Even in third world countries like india, Vietnaam when something like this happens and we fill a form at the airport before leaving the airport we get our bags next day delivered to us where even we are. No phone calls, no emails nothing is needed. Flair has really screwed up our vacation and I will be trying to write an email to every single senior official I can get email address of hoping someone will be willing and capable of helping us out.What an disappointment.

Worst experience ever. First, the departure time was changed without us knowing, the day before the departure. Then, the day of our flight, the departure time was changed 4 times (going from 9h25 to 17h00), to finally being completely cancelled. Poor communication all along. We've tried to get a refund - for the tickets, as well as for the luggage fees that were charged for a flight that NEVER TOOK OFF. We talked to the customer service staff that said it was the airport staff that would proceed to the refund. The airport staff assured us it would be the airline itself that should refund us. They all represent the same airline but cannot share the same information, cannot hold any responsability and refuse to help and refund customers. Even more, PER LAW, we are supposed to be eligible to a compensation because of the 5h56 wait. They refused that as well.

So here is my experience:
1) Multiple delays and flight cancelled
2) Really poor communication, customer service non existant
3) Company refuse to refund us and give us our compensation, going against the RPPA law
4) Nothing was done in order to help and get us back home. No one was guiding us toward our luggages, no one was trying to help us with the situation. Everyone, though, was declining any responsability in this
5) 28h30 hours later, and a few hundreds $ lost, we managed to board a flight in a real, respectable airline company, that got us safely home.

I cannot comment on the airplane/staff members/comfort/entertainment on board because we never reached that point. But, from what I've experienced, and from what I've heard and read about this company, it is for the best. I will never, ever, come close from this airline ever again. Even if it means that I have to pay double the price for my flights in the future.

On July 31st I had taken my parents & siblings to Pearson Airport (YYZ), for the 6:55 A.M. flight to Nashville TN, However they were unable to board. I want to preface this by saying that my parents first language is not English but they know enough to get around, so as I dropped them off they proceeded to an incredibly long line to check in manually because your mobile check in services did not work, I tried on six different occasions to manually check my parents in to avoid the chaos, three times the night prior and three times the morning of the flight, and I'm sure you can check your records to find that we did indeed try that many times, even with the mobile app. However that did not work either. So as they are waiting in line, they ask an employee if they are in the right line to get checked in, this happened after about 20 minutes of waiting and someone told them they were in the wrong line, so they moved to the other Flair-Air line. Being cautious they asked again and now someone told them no it was the other line, which they were initially in I mind you, and they hurried back and however it was an extremely long line at this point that grew. By the time they made it to check in they were not allowed to go because the gate was closed. Had they not gotten misinformation from a representative this could have been avoided and they would have made their flight. My parents were panicking and requested that they be allowed to board another flight or one that possibly has a connection to Nashville however they management there had no intentions of helping. Customer service told my parents all we can do is page management and wait 20 minutes before we can page them again. They did this twice. There was not an empathetic bone in that persons body, and just shrugged it off like it meant nothing to her. My family was not the only ones affected by this because there were 2 additional ladies who missed the same flight. Im sorry and I hate complaining but Customer service at the Pearson Airport has really got to show more empathy and compassion for people along with providing the correct information to their customers.

Long story short, my parents needed to get back to Nashville due to appointments and work commitments the following day, and couldn't afford a 1200$ per person fair for 3 people, so I had to drive them 14 hours from Pearson airport to Nashville TN. We were really really really frustrated and I tried my best to not be rude and contact you guys once I had cooled off a week later. We were promised a full refund for Reservation#, and I would like a full refund please. My family and I have never been treated this way at an airport or on any other airlines ever before and we've been flying on about 2-3 roundtrip fares per year.

I would really appreciate your assistance in this matter and would love to get contacted regarding my experience.

Their reply!
Thank you for reaching out to Flair, I hope this finds you well and I will be more than happy to assist you.

I wish your parents could have boarded the flight after all the frustration, I can only imagine how difficult it must have been having to drive 14 hours so your family could make it back home. Once the flight is closed, we cannot check you in for your flight. Unfortunately, as per our policy, if a customer misses their flight, the fare is automatically forfeited; your return portion, however, will remain confirmed. This policy is part of the terms and conditions that you agreed to upon booking your trip, and it is policies such as this allow us to offer our customers ultra-low fares.

I advise that in the future you arrive to the airport 3 hours before your flight departure to avoid the lines at the airport, we cannot process your request for a full refund unfortunately.

Regards
Flair Customer Support Team

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 "James," 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 James tells me that no-one who boards their planes are allowed to have any alcohol. I point out to James 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 James. James reported my brother must have been drunk! I asked James 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.