US flight and service disruptions

We aim to do everything we can to make your travel experience a great one, however sometimes things don’t go according to plan. In accordance with the Enhanced Protections for Airline Passengers U.S. Department of Transportation (DOT) regulations (14 CFR Part 259), Flair has prepared a plan to help things get back on track. In the event you incur out-of-pocket expenses for a flight delay or cancellation that are within our control, you may submit a request to Flair for reimbursement.

United States contingency plan for lengthy tarmac delays and customer service plan

The following describes the customer service plan in the event of delays, cancellations and diversions for flights departing, arriving or diverted to the U.S. The following plan has been developed in accordance with the United States Department of Transportation Enhanced Protections for Airline Passengers regulations (14 CFR Part 259).

Delays at the airport

Flair Airlines will not permit an aircraft to remain on the tarmac at a U.S. airport for more than four (4) hours before allowing guests to deplane for arrival flights, or before the pilot requests permission to return to a suitable disembarkation point by a relevant authority directing the aircraft's operations on the tarmac for departure flights, unless:

• The pilot-in-command determines there is a safety-related or security-related reason (e.g., weather, a directive from an appropriate government agency, etc.) why the aircraft cannot leave its position on the tarmac to deplane guests; or
• Air Traffic Control advises the pilot-in-command that returning to the gate or another disembarkation point elsewhere to deplane guests would significantly disrupt airport operations.

For all flights covered by this plan, Flair Airlines shall do the following:

1. Provide adequate food and potable water no later than two (2) hours after the aircraft doors close (in case of a departure) or the aircraft touches down (in case of an arrival), unless the pilot-in-command determines that safety or security considerations preclude such service;
2. Ensure operable lavatory facilities, comfortable cabin temperatures, adequate medical attention if needed, as well as the ability to communicate with people outside of the plane free of charge (if feasible) while the aircraft remains on the tarmac;
3. Ensure that the guests on the delayed flight will receive notifications regarding the status of the delay no later than 30 minutes after the aircraft is delayed, including the reasons for the tarmac delay, if known;
4. Ensure that the guests on the delayed flight will be notified beginning 30 minutes after departure time (including any revised departure time that guests were notified about before boarding) that they have the opportunity to deplane from an aircraft that is at the gate or another disembarkation area with the door open each time the opportunity to deplane exists. Note: If you choose to disembark you should be aware that you are doing so at your own discretion and the flight could depart at any time without you;
5. Ensure that guests will be notified each time the opportunity to deplane occurs during the arrival process; and Access to medical attention (if or when necessary)

Special care and attention will be provided for persons with disabilities to ensure their needs are met throughout any irregular operations.

Flair Airlines’ customer service plan includes engagement with Airport authorities each airport served, as well as diversion airports, and will share facilities and make gates available at the airport in the event of an emergency.

Flight status changes on the day of your flight

(In effect for delays, cancellations or diversions)

We will inform you of changes to your flight's status within 30 minutes of the time we are notified of the change. This information will be available through our flight status page. We also provide updates at the boarding gate area, and continue to provide updates as appropriate. Also, if you provided your email address in your flight reservation you will be eligible to receive flight status notifications automatically via email.

On-board departure and arrival delays

During an extended delay on board the aircraft, we will provide you with, (unless the pilot-in-command deems that safety or security precludes such service or it is not possible for reasons related to situations outside the carrier’s control, such as safety and security, or air traffic or customs control):

• Access to operable lavatory facilities.
• Access to medical attention (if or when necessary).
• Proper ventilation and heating or cooling of the cabin.
• The means to communicate with people outside the aircraft, if feasible
• Adequate food and potable water in reasonable quantities, after the aircraft doors are closed (in the case of departure) or has landed (in the case of arrival). This is provided no later than two (2) hours after the aircraft doors are closed (for departures) or lands (for arrivals and diversions), unless the pilot-in-command deems that safety or security precludes such service. Depending on aircraft catering provisions adequate food may be a snack item.

Passengers will receive a notification regarding the status of the tarmac delay no later than 30 minutes after the aircraft has been delayed including the reason for the delay, if known. Additionally, you will be advised you have the opportunity to deplane providing the aircraft main cabin door is open and it remains safe to deplane the aircraft.

Denied boarding situations

Flair Airlines may occasionally overbook flights due to operational requirements. In such cases, you may not be accommodated on your booked flight even though you have a confirmed reservation. When this occurs, Flair Airlines will first ask for volunteers who are willing to give up their seats in exchange for compensation. If no volunteers are willing to give up their seats and you are involuntarily denied boarding, you may be entitled to certain standards of treatment and compensation.

The amount of compensation will vary depending on the applicable local law in your country of departure. Please see Flair Airlines’ applicable tariffs for more details.

Plan requirements

Flair Airlines’ contingency plan provides that guests will be given the opportunity to disembark a delayed flight within four (4) hours unless the pilot-in-command determines that a safety-related concern prevents the aircraft from returning to the gate or air traffic control advises that a return to the gate or disembarking at another location would significantly disrupt airport operations.

Flair Airlines’ customer service plan ensures that there are sufficient resources to meet the obligations set out in the United States Department of Transportation's (U.S. DOT) requirements for extended tarmac delays in the United States, including diversions. The plan includes coordination between airport authorities, U.S. Customs and Border Protection and the Transportation Security Administration at each U.S. airport served, including diversion airports.

Offering our lowest available fare

Fares offered through Flair Airlines’ website or through the call centre will be the lowest fare available at time of booking fares on a one-way basis including applicable taxes, fees and charges.

Allowing you to cancel within 24 hours of booking without a fee and providing a prompt refund

Within 24 hours of the original booking time, any changes will only be subject to any difference in fare. You have 24 hours from the time of making your booking to cancel and receive a full refund, as long as your trip is more than 7 days from your date of booking. Please see Flexibility Policies.

When a refund is due to a guest, Flair Airlines will make every effort to ensure a prompt refund. After receiving a complete refund request, Flair Airlines will refund a ticket purchased on the original credit card we received payment from within seven (7) days. This includes refunding any unused optional/ancillary services.

The refund will be processed based the fare level purchased. For details on how the refund will be processed, please see the applicable tariffs.

Disclosing your travel itinerary, other policies and information that may affect your travel

Flair will provide information on the policies and promises that affect your travel including:

• Tariffs
• Service fees
• Taxes and fees
• Our privacy policy

Our aircraft configuration

Information on our aircraft configuration is available through our agents at our airport locations, and on our website on Our Fleet page. We can provide details about the location of the lavatories onboard, the seat width and the amount of legroom provided at your seat on the aircraft.

Handling oversold flight situations

Flair Airlines does not intentionally oversell its flights. However, in the unlikely event that this happens due to operational reasons, and we can no longer accommodate you on a flight to/from or within the United States, Flair Airlines will put you on the next available flight or provide a refund of your fare including any pre-paid optional/ancillary services lost due to a cancellation or overbooking.

Notifying you of flight delays, cancellations and diversions and how we mitigate inconveniences that result from these flight interruptions

We know that any type of interruption to your schedule is inconvenient. We strive to keep you informed, provide you with information and minimize the inconvenience. Our website will disclose flight delays of 30 minutes or more, cancellations and diversions within 30 minutes of Flair Airlines becoming aware of the disruption.

Accommodating guests with special needs including tarmac delays

We're happy to provide additional service for our guests with special needs, including transportation to, from or between gates (by wheelchair). From assistance at the airport, on our aircraft, boarding and deplaning to assistance during delays, cancellations or diversions, we will ensure that your needs are properly accommodated. For more information, please visit Airline Passengers with Disabilities Bill of Rights.

Delivering your baggage on time

Flair will make every effort to return mishandled baggage within 24 hours. We will also provide compensation for reasonable expenses related to delayed delivery, and reimbursing passengers for any fee to transport a lost bag. Please see our delayed, damage and/or lost baggage page for more information.

Flair’s liability is limited with respect to destruction, loss, delay, or damage to baggage, to 1,288 Special Drawing Rights (which is approximately $2,400 CAD) per passenger. These limits apply to most international itineraries, as well as to domestic itineraries.

Giving us feedback

We appreciate hearing about your experience with us. If you would like to provide us with feedback, please chat with us via our chatbot. We will acknowledge any written complaint within 30 days and send a substantive response within 60 days.

U.S. Department of Transportation

For more information about your rights when travelling to, through or within the United States, please contact the U.S. Department of Transportation. 

Aviation Consumer Protection Division, C-75
U.S. Department of Transportation 
1200 New Jersey Ave, SE 
Washington, DC 20590