My complaint:
I booked a flight for 2 on June 22, 2022 (Ottawa-Calgary, return), for the amount of $1586.09. In July, I had to cancel the trip and Flair credited me the travel points (amount of 1416.00). However, on July 9, 2022, an additional $813.02 was charged to my Visa card, and Flair sent me an email stating that they had reimbursed me the travel points related to that second charge (amount of 664.90). As the reservations were initially made to travel on the dates of the Calgary Stampede, i was expecting higher costs, so I did not think twice about the second charge, although, i should have!
Anyhow, I made another booking with Flair in November 2022, wanting to use the credit points. I discovered that my records (including bank statements, Visa statement, and emails received from Flair), did not match what they had in their system. Nowhere in their system did the second charge of $813.02 appear, and neither did they have the related travel points for that amount (664.90). I was advised to send this information (including scanned copies of my bank and visa statements, and the emails from Flair) to their Refunds department as well as to their customer services department. I did so on November 6 and again on November 14. More than 30 days have passed since then, and I have received no response whatsoever, It is absolutely impossible to reach anybody in the refunds and customer service department by phone.
I hope you can get more information on this for me, as it is quite frustrating, and it involves quite a bit of money!
Thank you.
Suggested solution:
I would like them to communicate with me and explain why the extra fees were charged, why they sent me an email with additional credit points related to this amount, and how it simply disappeared from their system. I would like to be reimbursed the additional charges of $813.02!!
