We recently had a very disappointing experience at the airport and feel it is important to share.
We attempted to complete online check in multiple times before arriving at the airport but kept receiving system errors. We tried again on the way and experienced the same issue. Once at the airport, we attempted self check in at two separate kiosks and again received errors.
At the counter, we were asked to provide proof of the system error. We were unaware that screenshots were required as no such instruction appeared during our attempts. Even more concerning, only part of our group was able to check in under the same reservation, which created additional confusion and stress.
During baggage verification, we followed all instructions and placed our personal items into the sizer. Four fit without issue. One required adjustment, and we immediately agreed to remove items and pay for an additional carry on bag. Despite cooperating and agreeing to pay, we were repeatedly instructed to re place all bags into the sizer multiple times. A second attendant was called and the entire process was repeated again.
When we politely mentioned that the bags had already been checked several times, we were told the agent could make us redo the process as many times as he wanted and that boarding could also be refused. We were also told we could “go ahead and complain.” This felt unnecessarily intimidating, especially since we were fully cooperating and trying to resolve the matter calmly.
We ultimately paid for the additional bag. However, at the gate we observed other passengers placing bags into the sizer forcefully and being allowed to proceed without additional charges, which raised concerns about consistency.
We completely understand and respect airline baggage policies. Rules are rules. However, the repeated checks, dismissive communication, and tone used made the experience stressful and embarrassing for our family.
We hope the airline reviews both the system issues and the way this situation was handled. Clear communication and respectful treatment go a long way, especially when families are already dealing with travel stress.
If anyone else has experienced similar issues with check in system errors or inconsistent baggage enforcement, I would be interested to hear your experience.
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Flair Airlines is a privately held scheduled low cost/low fare airline based in Edmonton, Alberta.