Flair Debuts ‘On-Time Guarantee’ Program

The airline will automatically compensate passengers for delayed flights.

A Falir Boeing 737 MAX (Photo: Flair Airlines)

[ News ]November 15, 2024 11:45 am ET

By John Flett

This week, Canadian low-cost carrier Flair Airlines announced an ‘On-Time Guarantee (OTG)’ initiative to compensate passengers for delayed and canceled flights. The CAD$60 (US$42.64) e-vouchers will be issued to travelers over the age of 18 when an ‘eligible flight is delayed by more than 60 minutes from the arrival time’ or ‘is canceled within 72 hours before the departure time’ as stated on the passenger itinerary.

Maciej Wilk, Interim CEO of Flair Airlines stated: “Our commitment to passengers has never been stronger. With the OTG, 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.”

The e-vouchers are issued automatically to customers on ‘eligible flights’ and valid for 60 days toward the base fare of a future booking on a Flair Airlines service. “The OTG is our pledge to deliver the service passengers deserve. We are determined to earn our customers’ trust,” added Juliana Ramirez, VP of Ancillary & Digital Innovation.

The OTG initiative does not replace the Air Passenger Protection Rights (APPR) detailed by the Canadian Transportation Agency (CTA). The APPR states that ‘airlines must provide compensation for the inconvenience of flight cancellations and flight delays of three hours or more and if the disruption is within their control and not related to safety, and if the airline notified you of the disruption 14 days or less in advance.’

Under the terms of the APPR, Flair is deemed a ‘large airline’ and has specific obligations concerning passenger compensation. If applicable, large airlines must pay the following amounts (in Canadian dollars): ‘$400 if the passenger arrives three or more hours late, but less than six hours; $700 if the passenger arrives six or more hours late, but less than nine hours; $1,000 if the passenger arrives nine or more hours late.’

In Flair’s most recent operational report for October 2024, the carrier announced a 99.6% completion rate declaring the airline ‘Canada’s most reliable.’ With regard to on-time performance, Flair ranked behind Porter Airlines (83.3 percent) and WestJet (82.9 percent) with 82 percent of flights arriving on schedule.

Flair’s Vice President of Flight Operations, Captain Matt Kunz, said “October brought some operational challenges, including a bird strike on October 24 during a departure from Toronto. The aircraft encountered a 5.4-kilogram crane on takeoff. A bird struck the top of the Captain’s windshield, sending some glass into the flight deck. Despite difficult conditions, the crew expertly managed the situation, returning safely to Toronto without injury.”

Captain Kunz added: “This is where the hundreds of hours each pilot spends in training truly pay off. At Flair, we’re proud of our industry-leading pilot training program, supported by our Toronto-based simulator.”

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John Flett

John has always had a passion for aviation and through a career with Air New Zealand has gained a strong understanding of aviation operations and the strategic nature of the industry.

During his career with the airline, John held multiple leadership roles and was involved in projects such as the introduction of both the 777-200 and -300 type aircraft and the development of the IFE for the 777-300. He was also part of a small team that created and published the internal communications magazines for Air New Zealand’s pilots, cabin crew and ground staff, balancing a mix of corporate and social content.

John is educated to postgraduate level achieving a Masters degree with Distinction in Airline and Airport Management. He has been the course director of an undergraduate commercial pilot training programme at a leading London university and a member of Heathrow Community Trust’s ‘Communities for Tomorrow’ panel.

John is currently living in Canada and is contracted as an external instructor for aviation-related organizations.

Author

John Flett

John has always had a passion for aviation and through a career with Air New Zealand has gained a strong understanding of aviation operations and the strategic nature of the industry. During his career with the airline, John held multiple leadership roles and was involved in projects such as the introduction of both the 777-200 and -300 type aircraft and the development of the IFE for the 777-300. He was also part of a small team who created and published the internal communications magazines for Air New Zealand’s pilots, cabin crew and ground staff balancing a mix of corporate and social content. John is educated to postgraduate level achieving a masters degree with Distinction in Airline and Airport Management. John has held the positions of course director of an undergraduate commercial pilot training programme at a leading London university. In addition he is contracted as an external instructor for IATA (International Air Transport Association) and has been a member of the Heathrow Community Fund’s ‘Communities for Tomorrow’ panel.
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