Flair Airlines is apologizing and promising refunds after long lines at Victoria International Airport left 50 to 100 passengers stranded on Aug. 26.
Victoria resident Nicole Kemp was scheduled to fly from Victoria to Toronto that day, but when she arrived at the airport a little over two hours before her flight in order to drop off her checked baggage with the airline, she was faced with a line running through much of the check-in area as dozens of passengers on three Flair flights tried to do the same.
香蕉视频直播淎ll of a sudden, we could hear passengers at the front starting to get agitated, then a man in line turned around and said 香蕉视频直播榥one of you are getting on your flight and the staff are closing the counters,香蕉视频直播櫹憬妒悠抵辈 said Kemp. 香蕉视频直播淭here was this panic of 香蕉视频直播榳hat香蕉视频直播檚 going on.香蕉视频直播� We were trying to get closer to the counter to hear what was going on, and all we could really hear was staff saying 香蕉视频直播榮orry, there is nothing we can really do about it, you香蕉视频直播檒l have to contact Flair on Monday (Aug. 28), the counter is closed and the plane is departing.香蕉视频直播�
The situation forced Kemp and her travel partner to purchase new tickets with Air Canada for $600 apiece, and she said some affected passengers had rushed to try and catch a ferry to Vancouver in hopes of finding new flights there.
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Kemp said as of Thursday (Aug. 31) when she spoke to Black Press Media, all attempts to contact Flair customer support had been met with responses placing the blame on passengers for not arriving at the airport earlier, despite the airline香蕉视频直播檚 own website recommending passengers arrive 香蕉视频直播渁t least two hours香蕉视频直播� ahead of scheduled departure, and that airport check-in and bag counters open three hours before departure.
In a statement Friday, Flair shifted its response to an apology, taking 香蕉视频直播渇ull responsibility香蕉视频直播� for the situation.
香蕉视频直播淭he vast majority of Flair Airlines customers have an excellent experience with the airline. That was not the case here, and we香蕉视频直播檙e sorry for it,香蕉视频直播� wrote a spokesperson for the airline.
香蕉视频直播淔lair Airlines takes full responsibility for this situation, and we regret the impact it had on our customers香蕉视频直播� travel plans. We are diligently investigating the issues to identify their underlying causes and address them promptly. Our unwavering commitment remains to provide safe and dependable air travel at the most affordable prices, and we are devoted to preventing similar incidents from occurring in the future. For passengers who have been affected, we will be reaching out via email in the coming days to arrange full refunds.香蕉视频直播�
Kemp said Flair ultimately needs to compensate impacted passengers since the situation boils down to the airline香蕉视频直播檚 inability to process all of the passengers they sold tickets to, but more importantly, it shows passenger rights and airline accountability still needs to be strengthened in Canada.
香蕉视频直播淚香蕉视频直播檓 really hoping the (Canadian Transportation Authority) really takes notice of the lack of support. Just having somewhere to go to get information, get directions would be a help,香蕉视频直播� she said. 香蕉视频直播淭his particular situation isn香蕉视频直播檛 really covered right now 香蕉视频直播� we are claiming this as a denial of boarding, but we don香蕉视频直播檛 really know if that is right at this point.香蕉视频直播�
In situations when flights are delayed or cancelled for reasons within an airline香蕉视频直播檚 control, the airlines to provide clear communication of the situation to passengers, arrange and offer alternative travel options or a refund for the affected flight, and pay compensation for the inconvenience. In situations where flights are impacted for reasons outside an airline香蕉视频直播檚 control or within their control but for safety reasons, communication requirements and assistance with alternate travel options must still be met, though no compensation or refund is required.
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