Contact Us:1-800-555-5555

FAQs

I’m not sure my booking went through. What do I do?

If you have received an error message (or the price of your trip has gone up) at the end of your purchase payment:

  • This means that your booking has not gone through
  • You have to restart the process

If your payment has gone through and you receive a “Thank you” message, but not your itinerary:

  • Please contact us at support@flairair.ca with the subject line “ATTN: MISSING ITINERARY”
  • Please email us from the email address that you used to book your travel
  • Provide us your reservation number, first and last name

I have a group booking request. What do I do?

If you have a group booking request, please email us directly at support@flairair.ca with the following subject line: ATTN: GROUP BOOKING

Please provide the following information:

  • Departure and arrival cities
  • One way or return
  • Dates
  • Number of customers
  • If you would require seat selection
  • If you require carry-on bags or checked baggage
  • Any other special requests (infants or expecting moms, wheelchairs, children, etc.)

I don’t have a credit card. How do I make my purchase?

We accept  Visa, Mastercard, Visa Debit, Mastercard Debit and now Interac online for website purchases. Currently the only form of payment we accept is MasterCard or Visa through the call center, at the airport and for inflight purchases. 

Why do I have to arrive early for my flight?

Ourcheck-in counter closes 60 minutes prior to departure. Customers must arrive at the airport two hours in advance of their departure to avoid missing their flight. If you arrive at the Flair Airlines check-in counter after the 60-minute cut-off you risk not being able to board your flight, so it is imperative you arrive on time.

Please note: we do not control the lines at security and in the event you are longer than a 15-minute wait, you will need to anticipate the time it takes to go through security as well as board the airplane.

How do I check-in online?

24 hours prior to your flight you can check-in online.  To check-in in online please follow the below steps:

Step 1: www.flairairlines.com
Step 2: Click on “Check-in” tab
Step 3: Enter reservation number and customer last name, and first name
Step 4: Click continue
Step 5: Select your seats (if you have not done so previously)
Step 6: you have the option to download the boarding pass and print it at home
Step 7: Click check-in at the bottom of the page

Important: Step must be repeated for each customer on the reservation

I am unable to check-in online. What do I do?

Please email us at support@flairair.ca or 204-888-HELP (4357) if you are unable to check-in.

If you are unable to check-in online before your travel, arrive two hours before your flight and our gate agents can check you in.

 

My seat selection is not showing up on my itinerary. What do I do?

Due to high volumes of bookings, you sometimes may not be able to select a seat. Be assured that a seat will be assigned to you at the gate. If you have prepaid for a selected seat, and it does not show up on your booking, your seats have been assigned to you.

How do I print my boarding pass?

Step 1: www.flairairlines.com
Step 2: Click on the “My Trip” tab
Step 3: Enter your reservation number and name
Step 4: Click “search reservation.” On the next screen you will see your information.
Step 5: Click “continue.”

Once in this area, you can edit information, print your itinerary, boarding pass, etc.
 

I missed my flight. What do I do?

Flair Airlines does not offer any form of refunds for missed flights. If you have missed your flight, please call us at 204-888-HELP (4357). For a $125 fee and the price difference in fare you can book another trip. We do not fly multiple times a day from any one destination, therefore we cannot offer the option of getting you on the next flight out on the same day as your intended trip. 

Important: if you have missed your flight your return flight will also automatically cancel. 

Why is there a fee for carry-on luggage?

No matter how big or small it may be, carry-on baggage slows the boarding and deplaning process for our customers. A speedier turnaround time between flights means you’re on your way quicker, and at a lower cost.

 

I don’t like to check my bags; I’d rather carry them on.

Never fear, if you’re keen to keep your bags with you, you can… it’s just going to cost you a few extra bucks. If you’re worried about losing your bags, keep in mind that our many non-stop routes reduce the number of opportunities where your luggage can be lost.

Can I stow my personal items in the overhead bin?

When you pay the $30 fee for a carry on, it guarantees your space in the overhead bin. Your personal (free) bag can be placed in the overhead bin, providing there is space for it after the paid carry-ons have been stowed. If space runs out, you will be asked to put your personal item under the seat.

What would be considered a personal bag?

A personal bag is anything from a handbag, small backpack, laptop bag, briefcase, etc. We recommend measuring your personal bag to ensure it fits the requirements before you get to the airport. Here are the exact measurements: 15 cm x 33 cm x 43 cm (6 in x 13 in x 17 in) and 10 g (22 lb.).

Does Flair Airlines offer fare adjustments?

Flair Airlines does not offer any form of price adjustments on travel already purchased. We can appreciate how frustrating it may be to have a flight go on sale after you have purchased it. We’re a bit different from the other guys, because we offer sales more frequently. Most Canadians may not be used to last minute flight sales and we understand. We always recommend to stay tuned on social media and on our website for seat sales in the future.

Please note: we currently don’t offer military discounts. 

 

Why isn’t the low fare I saw on your ad available when I go to book?

We understand your frustration. You click an ad expecting to get a low fare, only to see that it’s not as staggeringly low as you were expecting. Here’s why that happens: Our advertised fares typically represent the first block of seats that are available on the aircraft. When these block of seats sell out, seats in the next fare are displayed. All major airlines operate in this manner, so it’s best to act fast when sales are posted.

Why did I not receive my refund?

If you have cancelled past your 24 hours, unfortunately you cannot receive a refund based on our policy [add link to terms and conditions]. If it is within 24 hours of booking, and you still haven’t received your refund please email support@flairair.ca with the subject line “ATTN: REFUND [your reservation number]”

Once we have processed the refund some banking institutions can take up to five business days. If you have not seen your refund after it has been processed, please contact your banking institution.

How is Flair Airlines capable of offering such low fares?

Flair Airlines works to minimize expenses by using cost-saving practices such as:

  • Using airports which have lower operating costs and more focused marketing support
  • Selling the vast majority of fares direct to customers via our website www.flairairlines.com, which reduces distribution costs
  • Employing super staff who pitch in to keep costs low
  • Scheduling flights so crews require fewer overnight hotel stays
  • Charging customers when they use our call centre
  • Minimizing turn-around times between flights which allows for more paid customer travel per day
  • Online check-in, which means fewer check-in desks, associated staff and fees at airports
  • Unbundling the services letting you pay only for what you use Carryon Bags, Check Bags, etc.
  • Non-refundable tickets
  • A route schedule with fewer connections and destinations, which allows for efficiencies

Why should I buy TravelFlex? How does it work?

Since you may not always know if your trip needs to be changed, we offer a service called TravelFLEX. For a fee of $20 (plus applicable GST/HST) per person per segment, paid at the time of your initial booking (website or call centre), you can avoid the change fee of $125 (online).

Please note:If you are going to change the date of your current booking, and have purchased TravelFLEX, the new flight date must be within 90 days of the original booking flight date. All payments are non-refundable. If you cannot use the original flight within the 90 days, the original payment will not be refunded or credited to future travel.

How do I add on baggage or any other extras?

To add a carry-on or checked luggage, please follow the below steps:

Step 1: www.flairairlines.com
Step 2: Click on “My Trip” tab
Step 3: Enter reservation number and customer’s last name
Step 4: Scroll down to bottom, click on “add-on services”
Step 5: Select desired add-on to appropriate leg of travel
Step 6: Click continue and enter payment information

Please note, that if you would like to add baggage via the call center there will be a $15 fee. 

If you log into your trip within 24 hours of booking you can add a TravelFlex

 

How do I change my booking after 24 hours?

If you would like to make a change to your itinerary 24 hours after booking such as changing the dates of your booking or changing the customer’s name, you will be subject to a $125 fee and the difference in air fare.  Please call 204-888-HELP (4357) to make these changes.

  • If you are going to change the date of your current booking, you will be subject to a $125 Change fee and difference in fare (unless you purchase TravelFLEX). The new flight date must be within 90 days of the original booking flight date. All payments are non-refundable. If you cannot use the original flight within the following 90 days, the original payment will not be refunded or credited to future travel.
  • You are also responsible for any fare price differences resulting from changing the original booking.
  • You can also change the name on your itinerary to someone else traveling instead of you -- and yes we do allow name changes. We give you the ability to change your reservation.

Please note, that the $15 fee will be waived when making these changes through our call centre.

 

What ID do I need to bring?

  • All guests over 18 must provide photo ID showing name, age and birthdate
  • Proof of age is required for those under 18, including infants
  • All customers (including infants) need either one piece of government issued photo ID or two government issued ID (see list of acceptable ID below)
  • It is the responsibility of the customer to provide the appropriate ID and documentation, and Flair Airlines will not be responsible for denied entry.
  • Please verify your IDs expiration date before flying. If your ID is expired, it will no longer be valid.
  • Valid identification must be issued by a recognized federal, provincial, or municipal government institution that has the required information from the following list of documents. Most would be sufficient on their own, while others may need to be supplemented with a second piece of valid government-issued identification:
    Passport
    Citizenship card
    Permanent-resident card
    Driver's license
    Provincial health card
    Provincial identity card
    Provincial or territorial government identification cards (GICs)
    Birth certificate
    Record of Landing Form/Confirmation of Permanent Residence (IMM 5292)
    Immigration documents issued to foreign nationals (e.g. Work Permit, Study Permit, Visitor Record, Temporary Resident Permit, Refugee Approved Status)
    Canadian military identification
    Federal police identification
    Federal, provincial or municipal government employee identification cards
    Old Age Security (OAS) identification card
    Certificate of Indian Status (Status Card) issued by Indian and Northern Affairs Canada (INAC)
    Canada Border Services Agency NEXUS card
    Firearms license

I’m an expecting mother. What should I expect?

If you are pregnant and 36 weeks or more into your pregnancy, we ask that you check with your medical professional prior travelling. Safety is our primary concern, and we want you to be as comfortable as possible during your trip.

Here are some tips to help you stay as comfortable as possible:

  • For a small fee you can purchase an aisle seat on one of our flights (this will allow for easier access to the lavatory and other amenities)
  • If you haven’t selected your seat online, you can always call us at 204.888.HELP (4357) to reserve your spot at a small fee
  • Keep in mind, if you do not purchase a seat one will assigned to you at your time of check-in
  • As safety is something we value at Flair Airlines, we do ask our customers keep their seatbelt fastened at all times when seated. We recommend that you keep the seatbelt fastened under your belly and low on the hips. If you require a seatbelt extender for comfort, just ask one of our partner’s flight attendants and they will be happy to provide one for you.

I’m a new mother. What should I expect?

If you have given birth within the last seven days, we ask that you check with your medical professional prior travelling.

If you have an infant under two years of age, you can bring the following:

  • Diaper bag free of charge (along with your free personal item)
  • Two of the following are free to check-in: stroller, playpen and carseat

Please note: ID (two non-photo identification) is required for your infant and we do not offer bags to store and cover your items (example: carseat). You are able to bring your own plastic bag (a regular garbage bag would suffice).

Can I bring a stroller or car seat for my child who is older than 2 years of age?

When travelling with a child (over or under 2) who require a stroller or car seat, both items will be allowed to check-in for free. Yes, even double strollers are accepted.

Please note: We do not offer bags to store and cover your items (example: carseat). You are able to bring your own plastic bag (a regular garbage bag would suffice).

How do unaccompanied minors travel with NewLeaf?

All children under 12 MUST travel with an adult 18 years or older.  At this time, Flair Airlines and their partners do not offer an unaccompanied-minor program for children under 12 travelling without a guardian. Children 12 and over and under 18 may travel alone. Children 12-18 may travel on all direct nonstop flights; however, children between 12 and 18 cannot travel on any one-stop or non-direct flights.

If I decide not to purchase a seat selection, will be my child be sat next to me?

When you check in online 24 hours before your flight, you will be able to see where you are sitting, the system will try to seat you together.  However, if there is a problem, the customer service agent at the airport will assist you to try to ensure all children are sitting with their guardian. We recommend purchasing seats in advance to avoid delays.

Can I bring my child’s booster seat?

As per Transport Canada, booster seats are not approved for use in an aircraft as they are not required.  To learn more about this, click here.

How can I tell if my flight is delayed?

To find out the status of your flight please follow the below steps:

Step 1: www.flairairlines.com
Step 2: Click on “Flight Status” tab
Step 3: Either enter in the date and flight OR the departure and arrival airports

My bag is lost. What do I do?

Please see the nearest available Flair Airlines customer service agent to assist you. Once you have completed the necessary steps with the Flair Airlines agent at the airport, please email us immediately at support@flairair.ca with the following info:

  • Your first and last name
  • Reservation number
  • Your flight information (arrival city and departure city)
  • Time of arrival at which airport

Can I cancel my flight after 24 hours of purchase?

Based on our policy, Flair Airlines does not provide refunds after 24 hours of purchase of your travel and Flair Airlines also does not provide price adjustments on existing purchases.

If you have cancelled your flight or have missed your flight, your return flight will automatically be cancelled.  For a $125 fee and the price difference in fare you can book another trip. We do not fly multiple times a day from any one destination, therefore we cannot offer the option of getting you on the next flight out on the same day as your intended trip. 

How do I cancel my booking within 24 hours?

To cancel your reservation within 24 hours, please contact the call center

*IMPORTANT: You will NOT receive a refund after 24 hours of booking

Do you offer snacks and beverages onboard?

Yes, we offer snacks and beverages onboard.  All onboard purchases must be made with credit card (Visa or MasterCard).

Please note, all items are based on availability at flight time.

I would like to call Flair Airlines to book my trip. What should I do?

If you’d like to call Flair Airlines to book your flight you can do so at: 204-888-BOOK (2665).

Please be advised there will be a $15 fee for booking through the call centre.

Our call centre hours are:

  • Monday to Friday 7:00 AM – 8:00PM CDT
  • Saturday 8:00 AM – 5:30PM CDT
  • Sunday 8:00 AM – 4:30 PM CDT

Because of high demand and volumes of calls, we recommend purchasing travel online.

I would like to call Flair Airlines to make a change to my trip. What should I do?

Please note: most changes to your itinerary can be made online.

If you’d like to call Flair Airlines to make a change to your itinerary, you can do so at: 204-888-HELP (4357).

Please be advised there will be a $15 fee for any changes made to your itinerary via our call centre.  

Our call centre hours are:

  • Monday to Friday 7:00 AM – 8:00PM CDT
  • Saturday 8:00 AM – 5:30PM CDT
  • Sunday 8:00 AM – 4:30 PM CDT
  • We are closed on stat holidays

Because of high demand and volumes of calls, we recommend making your changes online. 

Why is the schedule limited?

We currently serve only a few Canadian destinations with a limited schedule, because we’re just starting out and growing (they say Rome wasn’t built in a day!) 

Why are your routes not flying every day?

Our initial scheduling has been created with vacation travel in mind. If we find a given route is selling out on a regular basis, we will definitely look into expanding our schedule to ensure our customers have the best travel opportunities.

 

What’s the difference between “non-stop” vs. “direct”?

A direct flight in the aviation industry is any flight between two points by an airline with no change in flight numbers, which may include a stop at an intermediate point. The stop over may either be to get new customers (or allow some to disembark) or a mere technical stop over (i.e. for refueling).  A non-stop flight is a flight made without intermediate stops between source and destination. The departure and arrival times are local time.

Can pets fly in cabin?

Of course your furry friend can fly with you. Small dogs and cats that are secured in a suitable pet carrier can be housed in the cabin for a fee.

The pet carrier size must be, 41 cm long by 23 cm high, and 25 cm wide (16 inches long by 9 inches high, and 10 inched wide), and the max weight of the animal must be 22 pounds (including the soft carrier).

The pet carrier must be: soft sided, airline approved, leak-proof, and ventilated.

For additional information about our pet policy, please click here.

What do I do if my pet doesn’t fit under the seat?

We do not check pets (pets travelling as baggage) below the cabin.

What kind of plane will I be flying in?

Flair Airlines, currently operates the Boeing 737-400 which is among the world’s safest customer jets.  You can learn more about it, click here

Can I bring my epipen?

As per CATSA (Canadian Air Transport Security Authority), you can bring an epipen on board.  The website states, “Epipens must be for personal medical use, and the needle guard must be in place. Documentation to support your medical needs or condition is not required; however, if you feel that it would help ease your screening, it should be presented to the screening officer along with your medically necessary items.”

Can I bring my insulin?

As per CATSA (Canadian Air Transport Security Authority), “Diabetic supplies and equipment such as syringes, insulin auto-injectors, jet injectors, and pumps are permitted. Syringes must be for personal medical use, and the needle guard must be in place. The person must possess medication that is to be administered by means of the syringe or needle and biojectors. Liquid medications (i.e. insulin) are exempted from the liquid restrictions (including gel or ice packs to refrigerate the medication). Juice and gel for customers who indicate a need for such items to address a diabetic condition are also permitted.”

What do I do if I have allergies?

We will do our best to accommodate guests with allergies, but Flair’s aircraft is open to everyone, we cannot guarantee a completely allergy free environment.

Want to know what you can and cannot bring on board?

Click here

What is Premium Plaza Lounge

Premium Plaza  lounges provide guests a home away from home, a haven away from the hustle and bustle of the airport, by providing a space that offers first class service and facilities for travellers arriving, departing or transiting. Comfortable seating, recharging stations, food and beverages and high speed Wi-Fi . You can purchase Premium Plaza lounge passes can be purchased during your flight booking, or while checking in. To redeem simply present your itinerary at the desk when arriving at the lounge. We currently offer Premium Plaza Lounge services in Winnipeg's James Armstrong Richardson International Airport.

I did not receive my confirmation email after booking my ticket. What do I do?

If you did not receive your itinerary after you booked your ticket, please check your spam or junk folders.

If you wrote down your reservation number after you booked your travel, you can re-request an emailed itinerary by logging on to “My Trip”

Step 1: www.flairairlines.com
Step 2: Click on “My Trip” tab
Step 3: Enter reservation number and customer’s last name, and first name
Step 4: Click continue
Step 5: Scroll to the bottom and click “email itinerary”

If you did not receive a confirmation email, please contact us at support@flairair.ca with the subject line “ATTN: MISSING ITINERARY”

  • Please email us from the email address that you used to book your travel
  • Provide us your reservation number, first and last name