Flair Airlines Promises to Offer Better Customer Service

Flair Airlines, one of Canada’s ultra-low-cost carriers, has been in the headlines recently, but for all the wrong reasons. Recently, data from the Canadian Transportation Agency (CTA) show that Flair has the highest number of complaints per 100 flights of all Canadian carriers.

In the wake of this, Flair Airlines released a statement promising to serve its customers better.

Flair Airlines Promises to Do Better

One of the measures Flair is taking to improve its customer service is debuting a customer service team based in Montreal. The specialized team is reported to be tasked primarily with the following:

• Quickly addressing complex customer concerns, especially with irregular operations
• Handling complaints and inquiries lodged with the Canadian Transportation Agency (CTA) and the US Department of Transportation (DOT)
• Addressing feedback submitted to the Better Business Bureau (BBB)
• Actively gathering feedback from customers to improve service quality

The press release also states that the Montreal-based team has been working since January 2023. Therefore, it could be surmised that the announcement was made in response to the negative press Flair has been receiving as of late.

Just last week, data from the Canadian Transportation Agency revealed that Flair was the subject of the most passenger complaints amongst Canadian carriers. In the first quarter of 2023, Flair received 20.9 complaints for every 100 flights, compared to 10.7 for WestJet and 5.8 for Air Canada. 

In the same time period, Flair’s average number of complaints per 100 flights was well above Lynx Air, which had just 5.2 complaints per 100 flights, and slightly above Swoop, which had 16 complaints per 100 flights.

It remains to be seen if the implementation of a customer service team will reduce the number of complaints filed with the CTA or improve the customer experience. The CTA has a soaring backlog of complaints to get through, which can take up to 18 months or more to resolve.

Not a Great Track Record

Flair’s promise to quickly address customer concerns in the event of irregular operations is something that it should have been doing anyway.

When a passenger’s itinerary is changed through no fault of their own, the very least an airline can do is move them to the next available flight, or better yet, invest in self-serve technology to reduce the need for tracking down a human in the first place.

It can…