Travel Nightmare: How One Passenger Fought Back Against an Airline and Won

Imagine this scenario: you’ve meticulously planned a trip, bought your tickets, and done everything right. You show up at the airport, excited for your journey, only to be told – out of the blue – that you can’t board your flight. Not because you’re late, not because of an issue with your ID, but due to some mysterious “glitch” or an alleged overbooking the airline can't quite prove. Sounds like a travel nightmare, doesn't it?

For Karen McCrea, a Vancouver-based traveler, this wasn't a hypothetical; it became a frustrating, costly reality with Flair Airlines. Back in December 2022, Karen had everything set for her flight from Vancouver to Kitchener-Waterloo. Being a sensible traveler, she tried to check in online a full 24 hours ahead of time, just as recommended. But that’s where the first hiccup appeared – a pesky "computer glitch," as she described it, stubbornly prevented her from completing the process. Annoying, sure, but no big deal, right? She figured she’d just sort it out at the airport.

Fast forward to departure day. Karen arrived at the airport a commendable two hours and forty minutes before her flight was scheduled to take off. Plenty of time, you’d think, especially given the airline’s own two-hour check-in cutoff. Yet, upon arrival, she was met with a bewildering announcement: she was “late” and, consequently, couldn't board. Late? With almost three hours to spare? It just didn't add up. She was left stranded, forced to watch her flight depart without her. The only way forward? Shelling out a hefty $1,400 for new tickets on a different airline to reach her destination. A bitter pill to swallow, no doubt.

Flair Airlines, on their part, initially hinted that the flight was overbooked. While a common enough practice in the industry, it's one that typically comes with certain responsibilities and compensation for affected passengers. However, during the subsequent tribunal process, they tried to pivot, arguing that their contract of carriage allowed them to deny boarding if passengers didn't check in within specified times. Essentially, they implied Karen was at fault for not completing the online check-in, despite her claims of a system error and her undeniably early arrival at the airport.

Thankfully, the BC Civil Resolution Tribunal (CRT) isn't easily swayed by vague excuses or incomplete stories. Tribunal member Eric Regehr delved deep into the specifics of the case, and what he found cast serious doubt on Flair's claims. Crucially, Flair simply couldn't provide adequate proof that the flight was, in fact, overbooked. Their flight manifests were, to put it mildly, incomplete and failed to paint a clear picture. More importantly, they utterly failed to demonstrate that Karen McCrea had actually missed their stated check-in cut-off time. It seemed their "late" claim held no water at all.

In the end, justice, as it often does, prevailed. The tribunal ruled firmly in Karen McCrea's favour. Flair Airlines was ordered to reimburse her the full $1,400 she spent on those last-minute replacement tickets, plus an additional $125 to cover her tribunal fees. All told, a total of $1,525.

This decision, while a well-deserved victory for Karen, really serves as a vital reminder for all of us who travel. When an airline tries to deny you boarding, especially under murky or unproven circumstances, don't just accept it. Document everything, understand your rights, and don't hesitate to pursue your claim. It’s a powerful testament that sometimes, with a bit of persistence, you truly can hold these carriers accountable and ensure that basic fairness isn't just an aspiration, but a reality.