Alberta-based low-cost carrier Flair Airlines announced on Wednesday that it's launching a new On-Time Guarantee (OTG) program to ensure passengers are compensated for delays.

"With the OTG, we're raising the bar in Canadian aviation," said Maciej Wilk, interim CEO of Flair Airlines. "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."

 

 

 

 

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Juliana Ramirez, VP of ancillary and digital innovation at Flair Airlines, added, "we are determined to earn our customers' trust."

Flair has faced challenges with flight delays over the years.

In August, one passenger launched an online petition demanding that Flair compensate passengers for the inconvenience caused by delays.

"It is high time airlines put the rights and convenience of passengers first," reads the petition, which currently has 6,397 signatures.

The new OTG program means that passengers who book through flyflair.com will receive a $60 voucher if their flight is delayed by over an hour or cancelled within 72 days of departure. According to Flair, the OTG is not just about punctuality but a promise that the airline "values passengers’ time and trust."

So how does Flair Airlines OTG work?

According to Flair, the OTG travel voucher will be emailed to you within 48 hours of delays or cancellations. You can then redeem your e-voucher on your next flight. The voucher only applies to the base fare, and only one e-voucher can be used when booking a one-way or roundtrip flight. It can't be used for extras like baggage fees or seat selection.

The voucher also has a short expiration date: the $60 e-voucher is only valid for 60 days. In addition, e-vouchers are non-transferable, and passengers under the age of 18 aren't eligible.

What about Flair Airlines' APPR obligations?

In an email, a Flair representative confirmed that the $60 voucher is completely separate from the airline's Air Passenger Protection Regulations (APPR) obligations.

"This in no way aims to replace APPR; passengers' rights are in no way impacted," they stated. "This is a Flair-run project, a faith-building gesture."

As per APPR rules, Flair must pay passengers $125 for three- to six-hour delays, $250 for six- to nine-hour delays, and $500 for delays of nine hours or more. Passengers who opt for a refund instead of having their flights rebooked are also entitled to $125.

"A somewhat desperate move"

Gábor Lukács, APPR's president, founder, and coordinator, states that Flair has "correctly recognized that it needs to address its reliability-of-service issues."

"Their attempt to do so, however, is meagre and leaves a lot to be desired," he said. For example, he stated that "it makes no sense” that the compensation program doesn't cover children.

As for the 60-day validity, Lukács said, "It seems like it is a trick to make passengers spend even more money on Flair after their travel has been disrupted." Regarding the $60 compensation, he added that passengers might be misled to believe that that's all they're eligible for.

"If the airline cancels your flight that close to your departure date, they owe you way more than $60," explained Lukács. "Until such time as Flair is agreeing to provide $60 in cash, I would not take Flair's offer very seriously. It comes across as a somewhat desperate move."