If you’re booked on Flair Airlines this weekend from Fort Lauderdale, Orlando, Burbank, Palm Springs, or Phoenix and you’ve tried to call the airline with and issue or seeking customer service.. you’re out of luck. The airline has suspended it’s phone lines starting Thursday evening at 8pm through Monday morning, July 19, 2021 at 7 a.m. Mountain time.
The low-cost Canadian carrier, which just began service to five U.S. destinations, said they decided to take this abnormal approach in order to focus on its backlog of customer inquiries that have come in via email while at the same time working on boosting its customer service staff numbers.
For anyone who dials the airline you’ll receive a message which says:
“Thank you for calling Flair Airlines, we’re currently closed.” “You can make all of your changes to your reservation online by visiting mytrip.flyflair.com.”
Listen for yourself here:
However, as the carrier directs passengers to visit their website for issues or changes, it also notes on the voice message that email support “is only available 8am to 7pm mountain time on Saturday, Sundays and holidays.”
In a statement posted to Twitter Garath Lund, Chief Commercial Officer said they were taking this time to train “new team members to tripe the size of our customer care team and we’re also working to provide more digital self-serve options. Through these efforts, we will be able to open our phones again on Monday.”
Many customers have taken to twitter, replying to the posted statement, with various issues they’re encountering using the website to check-in or make changes and are seeking help since there’s no one to call.
@MegM15667205: My flight is tomorrow. Website says you can cancel within 24 hours of booking which obviously has not been possible as phones are closed, and email response is, according to others who have actually heard back, a week+. Will refunds be issued after the fact because of this lapse?
@uniquefemale: Does that mean you’ll finally respond to my email from June 22nd?! I am never flying with you after this last experience. I have NEVER had such poor customer experience.
If you’re in need of assistance it appears the airline is responding to questions (and complaints) via it’s social media platforms. The airline has been replying to some requests for assistance on Twitter stating that their customer service teams are aware of the posted issue and are working to connect with passengers.