My complaint:
I experienced a complete nIghtmare with Flair Airline that also impacted me financially as the flight home was not honoured with the FLEXfare we paid for on our original two way flight to WInnipeg. Long story, but so messed up.
Leaving on May 30 from YVR to Winnipeg flight TTDFHA on May 30th 2022 ( paid for the flex option in case something went wrong, carry on, two dogs and handbag.)
I was escorting my ex husband who has early onset Altzheimers to visit our daughter in Winnipeg. We are both Canadian Citizens. The plane was delayed. We don’t live together so I did not check his ID. We get to the gate after security and they notice his ID is expired. I told them he has Altzheimers so this would be a natural result of his disease. The manager waved him through, so I just assumed, not having flown in YEARS that exceptions were going to be OK. Then the plane was grounded for 3 hours as there was no pilot to fly the plane and we had to wait for one to be found. Travelling with 2 small dogs as well, it was very uncomfortable. We were issued 25$ each vouchers for our long wait, but mine did not go through email so regardless of being on that flight and waiting I was not allowed to have a drink or snack. Vouchers ONLY. And they expired that day, not to be cashed in later. This is my first complaint, it gets worse. On the return flight home, my ex was denied entry on the plane. The manager would not allow him to board no matter how I explained that Flair had let him fly here to Winnipeg and they were held responsible for his passage here and should honour the way back. The manager this time informed me that it was a Transport Canada law and no one could supercede it. Everyone had to fly with proper picture ID. Anything less would be a breach of safety and security and even tho she wanted to let us fly, she would not as it would be breaking the law. I proceeded to explain that Flair had already broken that law and that by doing so was making a man with a mental health issue stranded away from home and his supports and medications. Regardless, she would not help us or take responsibility, even tho she did try and call someone in the airport to help her with the issue. Safety and security makes sense, but now we were stranded and should never have been allowed to board in Vancouver. Instead we were stuck. I called all his doctors and produced letters to prove to the manager he was in fact suffering from a mental illness. Our daughter arrived with proof of Power of Attorney. We were sent back. There was NO way of knowing where to start to find a way to get home. We went to service canada, border control, called all offices we could find to get him the proper ID updated, but he is so ill, and does not have a drivers licence or regular things, he does not hold a birth certificate as was born in France and its in a church somewhere in a bible or something. I wrote many emails, and found 4 different departments of Transport Canada to write to and many said, sorry can’t help, but one agent sent my concern out to a higher up and an office in Calgary. It was three days of back and forth with an agent who really went above and beyond. I was producing more documents and all the contents of his wallet and taking pictures proving he was not a security risk. Also more letters from neurologists that he in fact was not able to drive or be confined in a car for any length of time. This agent sent it all up the line of command and it was sent to Ottawa to be reviewed to overturn the law and give him a temporary passage to get home for medical reasons. We were waiting by the phone for ation on tender hooks. He was also out of medications and that was another whole complication that cost us 65$ and a host of organizing. We also rented a car so we could run around to offices and fix this. (my daughter uses a car share and does not own a car) The agent called to say she was waiting for ation but we MAY get on the next days 1pm flight Friday June 10th at 1pm back to Vancouver. She had contacted Flair to hold us a booking. I knew Flair would not be so honourable so I got up at 4am and called the flight center to ensure there was indeed a booking for us. There was. But with no pets, no carry on and no handbag!! Not like what we originally paid for! NOt like our original flight manifesto and what we paid FLEX for! Regardless I made a booking to hold which cost 1300$ but did not pay as we waited for ation from Transport Canada. We waited at the airport just in case the ation came through and It did come through at 11 30am. I quickly paid for the booking I made previously, and checked in, but at full cost and they would not honour the Flex option we originally paid for and said I had to go deal with that issue with the manager at the airport! LIke as if I could! I was trying to get home! This was all Flairs mess up from beginning to start. Flair broke the federal law with ID and should not have allowed us to board in Vancouver. If I had been denied boarding in Vancouver I would have just stayed home, changed my flight while securing proper ID and not been put out 3000 dollars in expenses to fix their mistake. 3 days of running around! I wrote Flair and their mailbox is full, and when I try to get a hold of them I just get a BOT. Any suggestions, or a direct address for Flair?
Suggested solution:
Compensate me in full for the cost of my return flight
