Tyler Enns recounted to Global News the frustration of being repeatedly informed of hour-by-hour delays on Sunday without any clear explanation. The travelers, anticipating their return on the budget airline, were left waiting well past their scheduled departure, with initial messages citing unforeseen maintenance issues related to oxygen tanks.
Mirela Balan shared that passengers received minimal information about the oxygen tank problem, which persisted into the next day. Eventually, they were instructed to exit the airport and were accommodated in nearby hotels, receiving modest provisions such as chips and sandwiches.
Monday brought further delays and a heightened security presence, described by Enns as akin to the National Guard, yet still no answers were provided. Riaz Ebrahim, traveling with his family, relied on his wife’s Spanish skills to navigate the situation.
Joy Mackay expressed her dissatisfaction with the lack of communication, stating that definitive solutions only came the following morning. Exhausted from the prolonged wait, Balan voiced her emotional relief upon finally arriving in Calgary, while many passengers doubted they would choose Flair Airlines for future travel.
Flair Airlines issued an apology for the delay, explaining that a critical safety system had failed in Cancun. Matt Kunz, Vice President of Flight Operations, detailed the extensive efforts to source and deliver the necessary part for repairs. He assured that the airline maintained regular communication, provided accommodations, meals, and airport amenities, and addressed any incurred costs for the passengers. Kunz noted the absence of digital vouchers in Mexico, which are typically offered in the United States, stating that manual distribution or third-party services were utilized instead.
“We recognize the importance of communication during such events and have strived to keep our passengers updated. We sent out numerous messages via text and email to provide updates and assistance. We realize that some passengers may not have received these messages, and we are currently enhancing our communication systems for the future.”
A Canadian aviation expert has expressed concerns about potential challenges for Flair in the coming months. John Gradek, a lecturer in aviation management at McGill University, informed Global News that the budget airline has been grappling with financial difficulties, which seem to be escalating. He pointed out the recent wave of cancellations as a worrying sign, especially as the peak travel season approaches.
Gradek observed that Flair’s flight schedule shows a significant reduction in flights for the spring months, with over a hundred cancellations already announced. He advised passengers to approach their travel plans with caution, suggesting the purchase of insurance as a prudent measure against potential disruptions.
Amidst these developments, Eric Tanner, Flair’s Vice-President of Revenue Management and Network Planning, acknowledged the reduced flight offerings but highlighted a four percent increase in the airline’s available seat miles. This comes after an incident last year where the airline faced the seizure of four aircraft by a leasing company and a substantial unpaid tax bill to the Canadian government, leading to legal action. Flair’s financial and operational challenges continue to unfold, with passengers and creditors closely watching the situation.
Source: Global News
