My complaint:
Tried to check in online 5 times through the Flair app within 48 hours prior to departure in Los Cabos. Every time I received a screen notice saying due to an error it was impossible to check in, and to please check in at the airport. (see first attached screenshot)
Arrived at SJD 80 minutes prior to departure to find the Flair check in desk abandoned.
Please note that at this time (7.15pm) the airport was virtually empty and upon check-in I could have been at the departure gate within 5 minutes, well before boarding even started.
Tried to check in again online and received second error message (please see attached second screenshot)
Please also note the irony: We are working to provide you with the best experience possible
Not so!
Meanwhile airport staff including security staff tried FIVE times to contact flair staff, who already had moved to the departure gate. All calls were ignored, even though it was ed the the staff knew there were myself and another passenger waiting to be checked in.
Consequently, the flight departed while two passengers were not checked in, due to the fault of a flair software glitch AND the unwillingness of Flair staff to assist.
I had re-booked this flight to an earlier date due to a medical emergency in my family. The callousness and disregard of Flair staff at the airport forced me to
– rebook a flight the following day on a different carrier
– spend money on a hotel room to spend the night
– miss my connecting flight from YVR to Vancouver Island booked for the following morning.
Failing Flair providing me with adequate compensation for this unheard of display of callousness and incompetence, I will file a complaint under the Canadian passenger bill of rights, as well publish an accurate account including supporting proof of this outrage to the media.
This will certainly make the news, especially in light of the fact that the fellow passenger who was also simply abandoned, is planning the same action.
I have praised Flair in previous reviews as we have used them for several domestic flights, and have always been happy.
I also know mistakes happen.
It is now time for Flair to step up and offer adequate compensation for their mistake. Failing to do so will not only result in a lot of negative publicity but also the permanent loss of customers, as my wife and I would never again even contemplate using Flair again.
Suggested solution:
Refund of flight and hotel stay
