Flair Airlines says it’s putting its money where its “wings” are.
In a first for the low-cost Canadian carrier, Flair has launched an On-Time Guarantee, which promises passengers a $60 (all figures in CAD) e-voucher if their eligible Flair flights are cancelled within 72 hours of departure or delayed by more than 60 minutes.
Flair Airlines Launches On-Time Guarantee
If they don’t get you to where you’re going on time, they’ll compensate you. That is the new promise from Flair Airlines as it unveils an on-time guarantee for passengers.
The low-cost Canadian carrier says it is determined to earn the trust of its customers by offering peace of mind to passengers.
How the on-time guarantee works is fairly straightforward. Flair will give you a $60 e-voucher if any of the following happens:
- Delayed Flight: If the eligible flight is delayed by more than 60 minutes from the scheduled arrival time stated on your itinerary.
- Cancelled Flight: If the eligible flight is cancelled within 72 hours before the departure time as stated on your itinerary. The $60 e-voucher would be in addition to any compensation a passenger may be entitled to in accordance with the Air Passenger Protection Regulations (APPR) due to an affected flight.
Passengers don’t need to opt-in for the free on-time guarantee as they’ll be automatically enrolled if the flight is eligible.
One of the requirements to ensure your flight is eligible is that it must have been booked directly through flyflair.com. There are only a few other eligibility stipulations, all of which are listed on Flair’s “On-Time Guarantee” webpage.
The e-voucher is good for one-way or roundtrip flights and applies to the base fare only. It can’t be used for extras like baggage fees or seat selection, and only one e-voucher can be applied per booking.
Flair Interim CEO, Maciej Wilk, says, “Our commitment to passengers has never been stronger. With the OTG (on-time guarantee), we’re raising the bar in Canadian aviation. The guarantee is simple: if we don’t get you there on time, we’ll compensate you. No other airline in Canada offers this level of accountability. We’re confident in our operations, and we’re putting it all on the line for our passengers.”
Flair recently reported a 99.6% completion rate for the month of October, representing the percentage of its flights that arrived at their intended destination, regardless of whether they were on time or not. This figure represents the best completion rate for the month of October, in line with the completion rates seen from the other major Canadian airlines.
When it comes to on-time arrival, Flair reports that 82% of its flights arrived on time in October, which is slightly below the rate of Porter Airlines, which had an 83.3% on-time arrival rate, and WestJet with 83.32%. Flair did come out ahead of Canada’s largest airline, Air Canada, which had an on-time arrival rate of 80.45%.
While Flair is pleased with both its completion rate and on-time performance for the month of October, the airline says it’s still striving to do better.
There’s no word on if “doing better” will include additional efforts to improve customer satisfaction though.
Canada’s Transportation Agency (CTA), which keeps track of the number of passenger complaints made against airlines and releases those figures with an average of one or more complaints per 100 flights in Canada, shows recent data that there is room for improvement when it comes to how satisfied Flair’s passengers are.
According to the CTA, Flair Airlines had an average of 16 complaints per 100 flights between July and September 2024 – and while that’s an improvement over the number of complaints Flair received during the period of April to June 2024, it’s still the most out of any Canadian airline.
Hopefully the introduction of the On-Time Guarantee will help Flair improve those customer satisfaction numbers even further.
Conclusion
Canadian low-cost carrier Flair Airlines has launched a new On-Time Guarantee, which promises passengers a $60 e-voucher if their eligible Flair flights are cancelled within 72 hours of departure or delayed by more than 60 minutes.
There’s no sign-up or opting-in required, and if you’ve booked a flight through flyflair.com and it meets the few minor requirements, you’ll automatically be enrolled for the on-time guarantee, and the e-voucher should land in your inbox about 48 hours after an affected flight.
Kudos to Flair for saying to passengers, “we’ll get you there on time or we’ll pay you $60.” Given that you can often snag a one-way flight with Flair for as little as $87, the airline definitely seems to be focusing on getting passengers to their destinations on-time and providing an overall positive experience.
