Flair Airlines Employee Negligence and Fraud....Consumer Beware
I am hoping to get any advice on the best course of action while also providing a consumer warning to anyone considering booking with Flair Airlines. Simply put, I cannot stress enough how negligent and deceptive their customer service and reservations team members are...and if you place any trust in them you are putting yourself and your hard earned money at risk.
Our issue stemmed from a booking on Flair Airlines #81888 on October 10, 2025 where I made a booking for our family as we needed to urgently travel to the US for a family emergency. We have never flown with Flair, so I decided to phone into reservations to confirm the booking and to ensure that we had our small dog added as a pet-in-cabin (we have travelled 20+ times with our dog and we have always had to contact the airline directly to do this). The reservations team member pulled up the flight, provided a full quote, and even went so far as to DIRECTLY confirm with us that there was room for our dog to be added as a pet in cabin (although she let us know that we would need to call back into customer service after we made the booking to do this). We were also told that if there were any issues at all, there is a guaranteed refund window within 24 hours of reservation confirmation.
We made the booking and immediately phoned in to add the pet in cabin, but were told that pets cannot travel internationally and that there was no option whatsoever for us to travel with our family dog (other than their suggestion of "just leaving the dog at home for our trip"). I explained to the agent that we were told differently, but they said there was nothing that could be done and our only option would be to cancel and book with another airline. I obliged, to only then find out that we were lied to again and that because our flight was within 72 hours (this was a last minute booking for a family emergency) that we would receive $0 compensation/refund for cancelling the booking. I was transferred to 3 different customer service agents, all of whom told us that our $1000+ reservation was entirely useless. They recommended I cancel the flight and await a call from one of their supervisors, (which they said could take up to 3 days despite me pleading that our flight was only a fee days away), but I said to leave the booking open and waited for a callback...that never came.
Adding insult to injury, Flair cancelled the booking on their end (I received this receipt via email) and despite hours of additional time spent on the phone/hold trying to reach a supervisor, I never received any call back and received absolutely nothing in terms of a resolution to this problem.
To make matters worse, Flair committed fraudulent evidence and incorrect claims in their submitted evidence to Mastercard during a chargeback submission (this was the absolute last resort I wanted to take, but given the inability to speak to any domestic team member/supervisor/corporate employee, I really had no other avenue to pursue).
Long story short - Flair will lie and deceive you through their liaison channels and then hold you hostage to extort you of your money. We have been able to identify that Lawson Lundell may be Flair's corporate legal team and we have engaged a legal team to file suit (even if it can only make it to small claims court), but I hope this helps other consumers recognize the tactics of this company and the associated risk.