Edmonton Couple Refused By Flair Airlines After Id Theft On Vacation

Eric Grouse was vacationing in BC with his girlfriend, Roxanne Manuel, and her 15-year-old daughter.  The day before their flight home, Manuel’s wallet, with her ID and all the family’s bank cards, was stolen.
Grouse said they contacted Flair Airlines and were told Manuel only had photos of her birth certificate, health card and Métis status card.  He adds that the representative initially said only original documents would be allowed, but after explaining the situation, he was given the OK.
“His last word was ‘Wonderful,'” Grouse said.  “Well, I say, ‘Great.’
“We’re good to go.”
They went to the airport early to make sure, Grouse said, but were told at the ticket counter Manuel couldn’t board.  He said the agent didn’t give them any information on how they could find a solution, he just said no.
After checking with Air Canada, who said Gruz told them a police report and photos they had would be enough to get them on board, the family filed a police report and returned, but the Edmonton man said they were told no again.  He said they called Flair and a different agent told them it was the ticket agent’s choice to accept the paperwork, but even after the two representatives spoke, Manuel was turned away again.
“It was confusing,” Grouse said.  “Everything they said was contradicted by their own – the next thing they say.  It didn’t make sense to me.”
In an email, a spokesperson for Flair Airlines told CTV that all passengers must follow Canadian federal ID guidelines, which are also posted on the airline’s website.
“It’s really unfortunate that our passengers have lost their wallets and IDs on their travels.”  Flair said, but the gate agents don’t have room to get around the regulations.  CTV asked Flair what passengers should do if their ID is stolen or lost, but the airline has yet to respond.
Gruz said they had no money and nowhere to go and the airline didn’t offer to help, so they sent Manuel’s daughter on the plane to go home alone.
“He was having panic attacks, anxiety through the roof,” Gruz said.  “But she did it for us, because we didn’t want her on the streets with us in Kelowna.
“It was a nightmare.”
Gruz said the couple spent the night wandering the streets of Kelowna with their luggage in tow before they were able to arrange a car through his work.  He said they are asking for a refund, but also want to warn people that they may be left unprotected when things go wrong.
“I’ve never felt more despair in my life, and I just thought there would be a little more compassion, a little more empathy for the situation.”

Eric Grouse (right) tells Joe Scarpelli that the police report wasn’t enough to convince Flair Airlines to let his girlfriend board with photos of her documents after her wallet was stolen. (CTV News Edmonton) Dr. Gabor Lukacs, president of air passenger rights, says Grouse’s situation is difficult. “It’s really one of those devastating situations that I fear will one day happen to someone I care about,” Lukacs said. He adds that Canadian law allows alternative ID to be used along with a police report, but they must be physical copies. “I really feel for the passenger and the only thing the airline should be held responsible for is that they gave them the wrong information on the phone,” Lukacs said. “That’s something that worries me.” If someone has had their ID stolen or lost on a trip, it’s best to have original documents sent to them as soon as possible, Lukacs said. In international cases, an embassy can help with a missing passport, but there is nothing that can be done in Grouse’s case except to send the documents. Terms and conditions vary between airlines, so Lukacs can’t say whether Gruz will get his money back, but he said the conflicting information he’s been given is the best reason for a refund. which comes in the way of Gruz. He adds that misinformation will be the best bet to secure a refund. “Had he been given the correct information, he would have been able to take a different course of action. “That’s the only leg it can stand on.”

title: “Edmonton Couple Refused By Flair Airlines After Id Theft On Vacation Klmat” ShowToc: true date: “2022-10-27” author: “Daniel Lewis”

Eric Grouse was vacationing in BC with his girlfriend, Roxanne Manuel, and her 15-year-old daughter.  The day before their flight home, Manuel’s wallet, with her ID and all the family’s bank cards, was stolen.
Grouse said they contacted Flair Airlines and were told Manuel only had photos of her birth certificate, health card and Métis status card.  He adds that the representative initially said only original documents would be allowed, but after explaining the situation, he was given the OK.
“His last word was ‘Wonderful,'” Grouse said.  “Well, I say, ‘Great.’
“We’re good to go.”
They went to the airport early to make sure, Grouse said, but were told at the ticket counter Manuel couldn’t board.  He said the agent didn’t give them any information on how they could find a solution, he just said no.
After checking with Air Canada, who said Gruz told them a police report and photos they had would be enough to get them on board, the family filed a police report and returned, but the Edmonton man said they were told no again.  He said they called Flair and a different agent told them it was the ticket agent’s choice to accept the paperwork, but even after the two representatives spoke, Manuel was turned away again.
“It was confusing,” Grouse said.  “Everything they said was contradicted by their own – the next thing they say.  It didn’t make sense to me.”
In an email, a spokesperson for Flair Airlines told CTV that all passengers must follow Canadian federal ID guidelines, which are also posted on the airline’s website.
“It’s really unfortunate that our passengers have lost their wallets and IDs on their travels.”  Flair said, but the gate agents don’t have room to get around the regulations.  CTV asked Flair what passengers should do if their ID is stolen or lost, but the airline has yet to respond.
Gruz said they had no money and nowhere to go and the airline didn’t offer to help, so they sent Manuel’s daughter on the plane to go home alone.
“He was having panic attacks, anxiety through the roof,” Gruz said.  “But she did it for us, because we didn’t want her on the streets with us in Kelowna.
“It was a nightmare.”
Gruz said the couple spent the night wandering the streets of Kelowna with their luggage in tow before they were able to arrange a car through his work.  He said they are asking for a refund, but also want to warn people that they may be left unprotected when things go wrong.
“I’ve never felt more despair in my life, and I just thought there would be a little more compassion, a little more empathy for the situation.”

title: “Edmonton Couple Refused By Flair Airlines After Id Theft On Vacation Klmat” ShowToc: true date: “2022-10-24” author: “Christine Arnold”

Eric Grouse was vacationing in BC with his girlfriend, Roxanne Manuel, and her 15-year-old daughter.  The day before their flight home, Manuel’s wallet, with her ID and all the family’s bank cards, was stolen.
Grouse said they contacted Flair Airlines and were told Manuel only had photos of her birth certificate, health card and Métis status card.  He adds that the representative initially said only original documents would be allowed, but after explaining the situation, he was given the OK.
“His last word was ‘Wonderful,'” Grouse said.  “Well, I say, ‘Great.’
“We’re good to go.”
They went to the airport early to make sure, Grouse said, but were told at the ticket counter Manuel couldn’t board.  He said the agent didn’t give them any information on how they could find a solution, he just said no.
After checking with Air Canada, who said Gruz told them a police report and photos they had would be enough to get them on board, the family filed a police report and returned, but the Edmonton man said they were told no again.  He said they called Flair and a different agent told them it was the ticket agent’s choice to accept the paperwork, but even after the two representatives spoke, Manuel was turned away again.
“It was confusing,” Grouse said.  “Everything they said was contradicted by their own – the next thing they say.  It didn’t make sense to me.”
In an email, a spokesperson for Flair Airlines told CTV that all passengers must follow Canadian federal ID guidelines, which are also posted on the airline’s website.
“It’s really unfortunate that our passengers have lost their wallets and IDs on their travels.”  Flair said, but the gate agents don’t have room to get around the regulations.  CTV asked Flair what passengers should do if their ID is stolen or lost, but the airline has yet to respond.
Gruz said they had no money and nowhere to go and the airline didn’t offer to help, so they sent Manuel’s daughter on the plane to go home alone.
“He was having panic attacks, anxiety through the roof,” Gruz said.  “But she did it for us, because we didn’t want her on the streets with us in Kelowna.
“It was a nightmare.”
Gruz said the couple spent the night wandering the streets of Kelowna with their luggage in tow before they were able to arrange a car through his work.  He said they are asking for a refund, but also want to warn people that they may be left unprotected when things go wrong.
“I’ve never felt more despair in my life, and I just thought there would be a little more compassion, a little more empathy for the situation.”

title: “Edmonton Couple Refused By Flair Airlines After Id Theft On Vacation Klmat” ShowToc: true date: “2022-11-22” author: “Bobby Marks”

Eric Grouse was vacationing in BC with his girlfriend, Roxanne Manuel, and her 15-year-old daughter.  The day before their flight home, Manuel’s wallet, with her ID and all the family’s bank cards, was stolen.
Grouse said they contacted Flair Airlines and were told Manuel only had photos of her birth certificate, health card and Métis status card.  He adds that the representative initially said only original documents would be allowed, but after explaining the situation, he was given the OK.
“His last word was ‘Wonderful,'” Grouse said.  “Well, I say, ‘Great.’
“We’re good to go.”
They went to the airport early to make sure, Grouse said, but were told at the ticket counter Manuel couldn’t board.  He said the agent didn’t give them any information on how they could find a solution, he just said no.
After checking with Air Canada, who said Gruz told them a police report and photos they had would be enough to get them on board, the family filed a police report and returned, but the Edmonton man said they were told no again.  He said they called Flair and a different agent told them it was the ticket agent’s choice to accept the paperwork, but even after the two representatives spoke, Manuel was turned away again.
“It was confusing,” Grouse said.  “Everything they said was contradicted by their own – the next thing they say.  It didn’t make sense to me.”
In an email, a spokesperson for Flair Airlines told CTV that all passengers must follow Canadian federal ID guidelines, which are also posted on the airline’s website.
“It’s really unfortunate that our passengers have lost their wallets and IDs on their travels.”  Flair said, but the gate agents don’t have room to get around the regulations.  CTV asked Flair what passengers should do if their ID is stolen or lost, but the airline has yet to respond.
Gruz said they had no money and nowhere to go and the airline didn’t offer to help, so they sent Manuel’s daughter on the plane to go home alone.
“He was having panic attacks, anxiety through the roof,” Gruz said.  “But she did it for us, because we didn’t want her on the streets with us in Kelowna.
“It was a nightmare.”
Gruz said the couple spent the night wandering the streets of Kelowna with their luggage in tow before they were able to arrange a car through his work.  He said they are asking for a refund, but also want to warn people that they may be left unprotected when things go wrong.
“I’ve never felt more despair in my life, and I just thought there would be a little more compassion, a little more empathy for the situation.”

title: “Edmonton Couple Refused By Flair Airlines After Id Theft On Vacation Klmat” ShowToc: true date: “2022-11-25” author: “Steven Brown”

Eric Grouse was vacationing in BC with his girlfriend, Roxanne Manuel, and her 15-year-old daughter.  The day before their flight home, Manuel’s wallet, with her ID and all the family’s bank cards, was stolen.
Grouse said they contacted Flair Airlines and were told Manuel only had photos of her birth certificate, health card and Métis status card.  He adds that the representative initially said only original documents would be allowed, but after explaining the situation, he was given the OK.
“His last word was ‘Wonderful,'” Grouse said.  “Well, I say, ‘Great.’
“We’re good to go.”
They went to the airport early to make sure, Grouse said, but were told at the ticket counter Manuel couldn’t board.  He said the agent didn’t give them any information on how they could find a solution, he just said no.
After checking with Air Canada, who said Gruz told them a police report and photos they had would be enough to get them on board, the family filed a police report and returned, but the Edmonton man said they were told no again.  He said they called Flair and a different agent told them it was the ticket agent’s choice to accept the paperwork, but even after the two representatives spoke, Manuel was turned away again.
“It was confusing,” Grouse said.  “Everything they said was contradicted by their own – the next thing they say.  It didn’t make sense to me.”
In an email, a spokesperson for Flair Airlines told CTV that all passengers must follow Canadian federal ID guidelines, which are also posted on the airline’s website.
“It’s really unfortunate that our passengers have lost their wallets and IDs on their travels.”  Flair said, but the gate agents don’t have room to get around the regulations.  CTV asked Flair what passengers should do if their ID is stolen or lost, but the airline has yet to respond.
Gruz said they had no money and nowhere to go and the airline didn’t offer to help, so they sent Manuel’s daughter on the plane to go home alone.
“He was having panic attacks, anxiety through the roof,” Gruz said.  “But she did it for us, because we didn’t want her on the streets with us in Kelowna.
“It was a nightmare.”
Gruz said the couple spent the night wandering the streets of Kelowna with their luggage in tow before they were able to arrange a car through his work.  He said they are asking for a refund, but also want to warn people that they may be left unprotected when things go wrong.
“I’ve never felt more despair in my life, and I just thought there would be a little more compassion, a little more empathy for the situation.”