Flair Airlines Ltd. has the highest number of complaints per 100 flights of all the major airlines in Canada, according to the Canadian Transportation Agency, as airlines have had a rocky recovery year with delayed and cancelled flights.
Between April 1, 2022 and March 31, 2023, Flair saw an average of 15.3 complaints per 100 flights according to the report published in late April.
John Gradek, a lecturer at McGill University’s aviation management program, theorized that the debacle for Flair was a symptom of cash flow issues at the airline. He said Flair had overcommitted itself and passengers were complaining about issues related to compensation. The airline's investments in contact centre staff include a dedicated team in Montreal specifically focused on handling CTA complaints, said Jones, and cases are now being resolved within a week, when in 2022 they would take three months.
As demand for air travel has soared in the wake of the COVID-19 pandemic, airlines have at times struggled to keep up and the past year has seen headlines about cancellations, delays and chaotic airports. Flair peaked at 20.9 between in the January to March 2023 period when it saw its planes seized, while WestJet also peaked at 10.7 during the same period. Swoop and Air Canada both peaked between July and September last year, at 18.5 and 6.3, respectively.
Gradek said there’s stiff competition between Canada’s discount carriers, but there may not be room in the market for all of them.
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