Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach—but we don’t take ourselves too seriously.

Your Team:

Join Flair’s Customer Experience team, where operational integrity, regulatory compliance, and thoughtful service recovery are key to delivering a consistent customer experience. Reporting to the Manager, Customer Operations, the Customer Escalations Specialist is responsible for managing complex customer escalations, supporting internal operational investigations, and ensuring compliance with regulatory frameworks governing air passenger rights and accessibility. This role works closely with internal departments, including Legal, Airport Services, In-Flight, and Contact Centre partners, to investigate service issues, resolve executive-level escalations, and support continuous improvement across customer-facing operations.

This role is based on-site at the Edmonton (YEG), Toronto (YYZ), Calgary (YYC), or Vancouver (YVR) office.

A Day in the Life:

The duties of the Customer Escalations Specialist include:

Executive Escalations & Customer Case Management:

• Investigate and respond to complex customer escalations received through executive offices, regulatory agencies, and senior leadership channels.
• Conduct detailed case reviews by analyzing reservation records, operational reports, internal communications, and applicable policies to determine appropriate resolutions.
• Draft professional responses on behalf of senior leadership and ensure resolutions align with regulatory requirements and company policies.

Operational Investigations:

• Conduct internal investigations related to customer complaints, service failures, and operational incidents.
• Collaborate with airport operations teams, in-flight services, and third-party partners to gather information and identify root causes.
• Document findings and recommend corrective actions to prevent recurrence and improve service delivery.

Accessibility & Regulatory Support:

• Support the management of accessibility-related complaints, mediations, and regulatory inquiries in alignment with the Accessible Transportation for Persons with Disabilities Regulations (ATPDR) and Air Passenger Protection Regulations (APPR).
• Assist in preparing responses to the Canadian Transportation Agency (CTA) and other regulatory bodies.
• Work with internal teams to identify systemic barriers and contribute to improvements in accessibility programs and policies.

Contact Centre Support:

• Act as a subject matter expert for the contact centre on complex customer cases and policy interpretation.
• Provide guidance on escalated customer service issues, compensation frameworks, and regulatory obligations.
• Identify trends in customer complaints and provide feedback to improve frontline processes and training.

Data Analysis & Continuous Improvement:

• Analyze escalation trends and customer feedback to identify operational gaps and opportunities for improvement.
• Prepare reports and summaries for leadership outlining key findings, trends, and recommended operational changes.
• Support initiatives that enhance service recovery processes, customer communication, and operational accountability.

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values: honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Post-secondary education in business administration, aviation management, public administration, or a related field is preferred.
• Experience:
  • Minimum of two (2) to four (4) years in customer operations, regulatory compliance, or service recovery within the aviation or travel industry.
  • Experience managing complex customer escalations or complaint investigations is strongly preferred.
  • Experience interpreting regulatory frameworks such as APPR, ATPDR, or DOT passenger regulations is considered an asset.
  • Experience working with contact centers or Business Process Outsourcing (BPO) partners is also considered an asset.
• Skills and Abilities:
  • Strong analytical and investigative skills with the ability to assess complex operational situations.
  • Excellent written communication skills with experience drafting professional correspondence and case summaries.
  • Strong interpersonal skills with the ability to collaborate across multiple departments.
  • Ability to interpret policy and regulatory requirements and apply them to real-world operational scenarios.
  • Proficiency with customer operations systems, including case management systems, reservation systems, and departure control systems.
  • Familiarity with Zendesk, NetTracer, AWS Connect, or similar platforms is an asset.
  • Ability to manage multiple complex cases while maintaining strong attention to detail.
• Requirements:
  • Clear criminal record check and satisfactory employment references.
  • Must be able to obtain and maintain a valid Restricted Area Identity Card (RAIC)
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary– A salary that reflects your experience and contributions.
• Comprehensive Benefits – Competitive medical and dental coverage, disability insurance, life insurance, and an employee & family assistance program.
• Retirement Savings – A pension plan with employer-matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

If you’re ready to join a team that’s bold, innovative, and fun, we want to hear from you!

Your Career, Your Journey—Join Flair!

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. We look forward to reviewing your application.

Apply by: April 02, 2026

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.

Website: flyflair.com