Airline cancelled the WRONG flight, I'm on the hook for hundreds!

  • Last Updated:
  • Mar 22nd, 2020 2:28 pm
[OP]
Newbie
Nov 20, 2017
23 posts
6 upvotes

Airline cancelled the WRONG flight, I'm on the hook for hundreds!

Hi folks,

I'm wondering if anyone would be able to provide some advice to help me get a refund from Flair Airlines, who cancelled the wrong flight of mine without my consent.

Back in December, I booked two flights with Flair Airlines: one on January 30th, and one on March 12th. I had full intention of cancelling one within 24 hours, because I wasn't sure which date would work best at the time of booking but wanted to take advantage of the Boxing Day deal.

Within a couple hours of booking, I submited an online request to cancel the January 30th flight. A few hours later, I get an email from Flair telling me for whatever reason, my flight wasn't eligible for a refund. I asked the customer service agent to double check that and sent him the details of the flight I wanted to cancel on January 30th. While I was waiting for a response, I also called into Flair's customer service department and made the same request, explicitly noting to make sure that the March 12th flight is left intact and not cancelled. The customer service agent then responded to me by apologizing and noting that he had made a mistake and was able to refund the flight after all. He confirmed the flight had been refunded. Problem solved!

Fast forward to yesterday, March 11th, and I went to check into my flight for the 12th. I realized it had been cancelled! I called Flair's customer service line, and the agent told me I had requested that flight on the 12th to be cancelled. I told him I certainly had not, and I had the email record to prove it. However he said the only thing I could do, as he didn't have the authority to rebook flights, would be to book a new fare for the next day at full cost and submit a request for a refund to Flair's "head office". He then issued a refund for the January 30th flight that I'd initially requested to cancel many months ago. So, I followed his advice – booking a $460 next day flight and submitting a refund request for approximately $330, the difference between the cost of the new flight and the old flight.

Now, I've been waiting for a response from Flair, but they've stopped responding to my 66顺彩票地址 messages, aren't answering me via email, and have pretty much fallen off the face of the earth. I feel like I'm owed my $330 since the cancellation was an error on Flair's part, but they're not issuing me the refund.

I need some advice – should I be reporting this to the CTA and hoping they can help resolve the issue? Should I be taking this directly to small claims court, and if I do, is there any chance I'd win or at least have Flair settle and pay me back? This mistake was their fault and I have the full paper trail to back it up.

TL;DR: Flair cancelled the wrong flight of mine after I explicitly told them to cancel the other one I had booked. I have a paper trail to back up the fact that this was their mistake. But they've stopped responding to my messages and email, and aren't compensating me for the much more expensive last-minute fare I was forced to book with them instead. What should I do?
Last edited by EvanKrosney on Mar 21st, 2020 7:52 pm, edited 4 times in total.
20 replies
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Oct 13, 2007
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EvanKrosney wrote: Hi folks,

I'm wondering if anyone would be able to provide some advice to help me get a refund from Flair Airlines, who cancelled the wrong flight of mine without my consent.

Back in December, I booked two flights with Flair Airlines: one on January 30th, and one on March 12th. I had full intention of cancelling one within 24 hours, because I wasn't sure which date would work best at the time of booking but wanted to take advantage of the Boxing Day deal.

Within a couple hours of booking, I submited an online request to cancel the January 30th flight. A few hours later, I get an email from Flair telling me for whatever reason, my flight wasn't eligible for a refund. I asked the customer service agent to double check that and sent him the details of the flight I wanted to cancel on January 30th. While I was waiting for a response, I also called into Flair's customer service department and made the same request, explicitly noting to make sure that the March 12th flight is left intact and not cancelled. The customer service agent then responded to me by apologizing and noting that he had made a mistake and was able to refund the flight after all. He confirmed the flight had been refunded. Problem solved!

Fast forward to yesterday, March 11th, and I went to check into my flight for the 12th. I realized it had been cancelled! I called Flair's customer service line, and the agent told me I had requested that flight on the 12th to be cancelled. I told him I certainly had not, and I had the email record to prove it. However he said the only thing I could do, as he didn't have the authority to rebook flights, would be to book a new fare for the next day at full cost and submit a request for a refund to Flair's "head office". He then issued a refund for the January 30th flight that I'd initially requested to cancel many months ago. So, I followed his advice – booking a $460 next day flight and submitting a refund request for approximately $330, the difference between the cost of the new flight and the old flight.

Now, I've been waiting for a response from Flair, but they've stopped responding to my 66顺彩票地址 messages, aren't answering me via email, and have pretty much fallen off the face of the earth. I feel like I'm owed my $330 since the cancellation was an error on Flair's part, but they're not issuing me the refund.

I need some advice – should I be reporting this to the CTA and hoping they can help resolve the issue? Should I be taking this directly to small claims court, and if I do, is there any chance I'd win or at least have Flair settle and pay me back? This mistake was their fault and I have the full paper trail to back it up.

TL;DR: Flair cancelled the wrong flight of mine after I explicitly told them to cancel the other one I had booked. I have a paper trail to back up the fact that this was their mistake. But they've stopped responding to my messages and email, and aren't compensating me for the much more expensive last-minute fare I was forced to book with them instead. What should I do?
So you booked 2 flights in December. One flight was refunded as per your request a few hours after booking. Apparently, the second flight was cancelled as well (unbeknownst to you) sometime between December and March 11th but presumably as a result of your call to them. I don't have any personal experience with Flair but whenever I make a change, cancellation, etc., the airline always sends a confirming e-mail. Did you not get e-mail confirmations?

The second point is that if they cancelled the second flight, would you not have already seen that refund on your card prior to March 11th?

It seems that following a cancellation and an e-mail confirmation and/or refund to your card, you would have had some inkling that your flight was gone.
Last edited by starchoice on Mar 12th, 2020 6:57 pm, edited 1 time in total.
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Oct 17, 2005
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Today is March 12th.
[OP]
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Nov 20, 2017
23 posts
6 upvotes
starchoice wrote: So you booked 2 flights in December. One flight was refunded as per your request a few hours after booking. Apparently, the second flight was cancelled as well (unbeknownst to you) sometime between December and March 11th but presumably as a result of your call to them. I don't have any personal experience with Flair but whenever I make a change, cancellation, etc., the airline always sends a confirming e-mail. Did you not get e-mail confirmations?

The second point is that if they cancelled the second flight, would you not have already sen that refund on your card prior to March 11th?

It seems that following a cancellation and an e-mail confirmation and/or refund to your card, you would have had some inkling that your flight was gone.
No. What had happened is I requested for the January 30th flight to be cancelled, the agent emailed me and told me he did it, but they cancelled the March 12th flight instead. The January 30th flight was never cancelled and was only refunded yesterday when I complained to Flair, so I only saw one refund on my credit card.

The agent emailed me confirming he had put the refund through. On my end, it looked like they did what I requested, but on Flair's end they did the opposite and assumed I no-showed the January 30th flight.
[OP]
Newbie
Nov 20, 2017
23 posts
6 upvotes
Spiderpal93 wrote: Today is March 12th.
Yes. I ended up having to book a last-minute flight for today because I only realized they'd cancelled the flight yesterday. The original fare was $130 (which they only refunded yesterday), the new fare was $460, so I'm requesting a $330 refund.
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EvanKrosney wrote: No. What had happened is I requested for the January 30th flight to be cancelled, the agent emailed me and told me he did it, but they cancelled the March 12th flight instead. The January 30th flight was never cancelled and was only refunded yesterday when I complained to Flair, so I only saw one refund on my credit card.

The agent emailed me confirming he had put the refund through. On my end, it looked like they did what I requested, but on Flair's end they did the opposite and assumed I no-showed the January 30th flight.
Okay, making sense now. Th following article is a little dated but I guess the problems continue:



If you have submitted a formal refund request, give it some time. They need time to process it. I'm sure there are other requests. It's only been a day. You've followed the rep's instructions so it seems that you are pre-maturely worrying. If they come back with a no, you can then proceed to the next step.
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Since Flair's head office is in Edmonton, I can walk over there and rap some knuckles if thy don't get back to you soon making good on this.
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Jan 31, 2006
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EvanKrosney wrote: Yes. I ended up having to book a last-minute flight for today because I only realized they'd cancelled the flight yesterday. The original fare was $130 (which they only refunded yesterday), the new fare was $460, so I'm requesting a $330 refund.
From December until March 10, you did not notice the mistake?

They cancelled the flight on the wrong date, Yesterday, you paid a new fare of $460 and requesting a $330 refund because the original fare is $130. Who fault is that? Is it both you and the airline staff?
[OP]
Newbie
Nov 20, 2017
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cgtlky wrote: From December until March 10, you did not notice the mistake?
I don't know about you, but generally when I book a flight, I pay for it, check the confirmation email, and then don't think about it again until check-in time, unless I get a notice from the airline that something's awry.

It's hardly the consumer's obligation to be proactively checking their flight status on the daily between the date of booking and the date of travel to make sure the airline didn't accident cancel it.
[OP]
Newbie
Nov 20, 2017
23 posts
6 upvotes
starchoice wrote: If you have submitted a formal refund request, give it some time. They need time to process it. I'm sure there are other requests. It's only been a day. You've followed the rep's instructions so it seems that you are pre-maturely worrying. If they come back with a no, you can then proceed to the next step.
Thanks for the heads up. Maybe I'm just getting prematurely worried. I just feel that Flair is going to find some BS reason to deny me a refund despite this being their error. I've heard horror stories of their customer service!
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Feb 4, 2010
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EvanKrosney wrote: Hi folks,

I'm wondering if anyone would be able to provide some advice to help me get a refund from Flair Airlines, who cancelled the wrong flight of mine without my consent.

Back in December, I booked two flights with Flair Airlines: one on January 30th, and one on March 12th. I had full intention of cancelling one within 24 hours, because I wasn't sure which date would work best at the time of booking but wanted to take advantage of the Boxing Day deal.

Within a couple hours of booking, I submited an online request to cancel the January 30th flight. A few hours later, I get an email from Flair telling me for whatever reason, my flight wasn't eligible for a refund. I asked the customer service agent to double check that and sent him the details of the flight I wanted to cancel on January 30th. While I was waiting for a response, I also called into Flair's customer service department and made the same request, explicitly noting to make sure that the March 12th flight is left intact and not cancelled. The customer service agent then responded to me by apologizing and noting that he had made a mistake and was able to refund the flight after all. He confirmed the flight had been refunded. Problem solved!

Fast forward to yesterday, March 11th, and I went to check into my flight for the 12th. I realized it had been cancelled! I called Flair's customer service line, and the agent told me I had requested that flight on the 12th to be cancelled. I told him I certainly had not, and I had the email record to prove it. However he said the only thing I could do, as he didn't have the authority to rebook flights, would be to book a new fare for the next day at full cost and submit a request for a refund to Flair's "head office". He then issued a refund for the January 30th flight that I'd initially requested to cancel many months ago. So, I followed his advice – booking a $460 next day flight and submitting a refund request for approximately $330, the difference between the cost of the new flight and the old flight.

Now, I've been waiting for a response from Flair, but they've stopped responding to my 66顺彩票地址 messages, aren't answering me via email, and have pretty much fallen off the face of the earth. I feel like I'm owed my $330 since the cancellation was an error on Flair's part, but they're not issuing me the refund.

I need some advice – should I be reporting this to the CTA and hoping they can help resolve the issue? Should I be taking this directly to small claims court, and if I do, is there any chance I'd win or at least have Flair settle and pay me back? This mistake was their fault and I have the full paper trail to back it up.

TL;DR: Flair cancelled the wrong flight of mine after I explicitly told them to cancel the other one I had booked. I have a paper trail to back up the fact that this was their mistake. But they've stopped responding to my messages and email, and aren't compensating me for the much more expensive last-minute fare I was forced to book with them instead. What should I do?
No offense but your post and thread title are over-the-top, like it's the worst injustice ever. "On the hook for hundreds"?? It's $300, which in the whole grand scheme things is peanuts (especially when so many people are out thousands of $$ after having to cancel vacations they've been saving up for all year long and can't any refund/insurance). I get it they screwed up but it's also your choice about getting worked up about it or staying calm and trying to find a resolution ...you haven't even given them a chance to rectify it.
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Jun 11, 2005
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EvanKrosney wrote: Hi folks,

I'm wondering if anyone would be able to provide some advice to help me get a refund from Flair Airlines, who cancelled the wrong flight of mine without my consent.

Back in December, I booked two flights with Flair Airlines: one on January 30th, and one on March 12th. I had full intention of cancelling one within 24 hours, because I wasn't sure which date would work best at the time of booking but wanted to take advantage of the Boxing Day deal.

Within a couple hours of booking, I submited an online request to cancel the January 30th flight. A few hours later, I get an email from Flair telling me for whatever reason, my flight wasn't eligible for a refund. I asked the customer service agent to double check that and sent him the details of the flight I wanted to cancel on January 30th. While I was waiting for a response, I also called into Flair's customer service department and made the same request, explicitly noting to make sure that the March 12th flight is left intact and not cancelled. The customer service agent then responded to me by apologizing and noting that he had made a mistake and was able to refund the flight after all. He confirmed the flight had been refunded. Problem solved!

Fast forward to yesterday, March 11th, and I went to check into my flight for the 12th. I realized it had been cancelled! I called Flair's customer service line, and the agent told me I had requested that flight on the 12th to be cancelled. I told him I certainly had not, and I had the email record to prove it. However he said the only thing I could do, as he didn't have the authority to rebook flights, would be to book a new fare for the next day at full cost and submit a request for a refund to Flair's "head office". He then issued a refund for the January 30th flight that I'd initially requested to cancel many months ago. So, I followed his advice – booking a $460 next day flight and submitting a refund request for approximately $330, the difference between the cost of the new flight and the old flight.

Now, I've been waiting for a response from Flair, but they've stopped responding to my 66顺彩票地址 messages, aren't answering me via email, and have pretty much fallen off the face of the earth. I feel like I'm owed my $330 since the cancellation was an error on Flair's part, but they're not issuing me the refund.

I need some advice – should I be reporting this to the CTA and hoping they can help resolve the issue? Should I be taking this directly to small claims court, and if I do, is there any chance I'd win or at least have Flair settle and pay me back? This mistake was their fault and I have the full paper trail to back it up.

TL;DR: Flair cancelled the wrong flight of mine after I explicitly told them to cancel the other one I had booked. I have a paper trail to back up the fact that this was their mistake. But they've stopped responding to my messages and email, and aren't compensating me for the much more expensive last-minute fare I was forced to book with them instead. What should I do?
Just bite the bullet. I think you caused your own problems by booking 2 flights in the first place, by emailing to cancel and then calling in also.

As hierophant stated its only $300.00 and many have lost a lot more.
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antigua1999 wrote: Just bite the bullet. I think you caused your own problems by booking 2 flights in the first place, by emailing to cancel and then calling in also.

As hierophant stated its only $300.00 and many have lost a lot more.
Give OP a break. You don’t know the situation. $300 is not the same to everyone. In the scheme of things, it was the airline’s fault. They don’t have a good track record.
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Jul 5, 2004
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I would wait to hear back from the airline before doing anything else. If you have written proof though, then I would think small claims court would be your best bet. There's no guarantee in that situation though.
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EvanKrosney wrote: I don't know about you, but generally when I book a flight, I pay for it, check the confirmation email, and then don't think about it again until check-in time, unless I get a notice from the airline that something's awry.

It's hardly the consumer's obligation to be proactively checking their flight status on the daily between the date of booking and the date of travel to make sure the airline didn't accident cancel it.
I never flew flair airlines, but most of the time after i brought an air ticket and received the confirmation details. I always go to the airline website and key-in my ticket # or reference #, just to make sure I receives the correct flight details before I put it aside.

The mistake you did is, you should just say “I want to cancel Jan 30 flight and reference# is this...” Even if you mention DO NOT cancel march 12, “you are confusing the person on the other end of the line”.

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