Job Description

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, which serves as the central coordination point between the Operations Control Centre, Customer Support, and airport teams. The Disruption and Standards Coordinator (DSC) is responsible for overseeing customer movement throughout the operational day, ensuring proactive customer solutioning, effective recovery actions, and full compliance with the Air Passenger Protection Regulations (APPR). This role ensures customer-impacting decisions are executed accurately and consistently across the network.


As the escalation point for complex or sensitive customer situations, the DSC applies sound judgment, empathy, and strong communication skills to guide fair and effective resolutions. The role is well-suited to a service-focused professional who performs effectively in fast-paced environments and is committed to delivering a seamless and compliant travel experience for Flair passengers.


This position is based on site at our Edmonton (YEG) office.

A Day in the Life:

The duties of the Disruption and Standards Coordinator include:

Determine passenger eligibility for standards of treatment during irregular operations and ensure all actions comply with APPR and Transport Canada requirements. Provide customer-impact and commercial cost insights to the Duty Officer to support operational decision-making, including recommendations on which flights to protect, delay, or cancel during IROPs. Prepare clear and concise customer-impact summaries, including cancellation notes, TSA-related disruption details, and recommended recovery strategies. Conduct user acceptance testing (UAT) on new or updated system features and provide detailed feedback and documentation to support continuous improvement. Participate in and contribute to cross-functional projects focused on enhancing customer recovery processes, APPR compliance, and operational efficiency. Act as the primary coordination point with Customer Support during disruptions to ensure timely, accurate, and consistent communication to passengers. Document all customer-impacting operational decisions to maintain accurate records of disruption handling and recovery actions. Support airport teams during complex or unique customer situations by providing policy direction and interpreting customer-handling requirements. Assist airport stations with Departure Control System (DCS) inquiries related to customer movement, recovery actions, and disruption workflows. Identify and document system or operational tool issues and collaborate to support timely resolution. Assist with customer recovery activities during operational disruptions to support service continuity and customer experience. Support the onboarding and training of new team members by providing guidance on customer recovery procedures, system workflows, and IROP protocols Perform other duties and responsibilities as assigned.

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, aviation, communications, or a related discipline is preferred.

Experience:

+ Minimum of 2-3 years of experience in airline operations, airport customer service, customer recovery, or irregular operations (IROPs) support is required.
+ Experience coordinating customer movement or handling in day-of-operation environments (OCC, customer support, station operations, or similar) is strongly preferred.
+ Prior exposure to APPR-driven customer handling, service-level standards, or regulatory compliance in an aviation context is considered an asset.
+ Demonstrated experience managing time-sensitive decisions, customer escalations, or complex service scenarios in a fast-paced operational setting.
+ Experience working cross-functionally with departments such as OCC, airports, customer support, or commercial teams to resolve customer-impacting issues.
+ Background in documenting operational decisions, passenger recovery actions, or escalation outcomes with accuracy and clarity.
+ Experience interpreting policies, applying service standards, or supporting customer communication during service disruptions is preferred.
+ Experience contributing to process improvements, customer journey enhancements, or operational workflow changes is considered an asset.

Skills and Abilities:

+ Strong ability to interpret and apply customer-handling policies, including APPR, CTA, DOT, CARs, and Transport Canada requirements, when making real-time decisions during disruptions.
+ Advanced customer-service mindset with the ability to balance empathy, fairness, and regulatory compliance in complex or escalated situations.
+ Excellent verbal and written communication skills, with the ability to deliver clear, concise direction to airports, OCC, and Customer Support teams.
+ Proven ability to remain calm, composed, and solutions-oriented during high-pressure operational events such as IROPs.
+ Strong analytical and critical-thinking skills with the ability to assess customer recovery options, operational constraints, and commercial impacts.
+ Highly organized, with strong attention to detail and the ability to document customer-impacting decisions accurately and consistently.
+ Ability to work collaboratively with cross-functional teams and maintain productive relationships across OCC, airports, customer support, and IT.
+ Demonstrated adaptability and comfort working in a fast-paced, constantly changing operational environment.
+ Intermediate proficiency in Microsoft Office Suite (Excel, Outlook, Word, PowerPoint), with the ability to quickly learn and navigate operational systems and tools.
+ Ability to support and guide frontline teams through complex customer scenarios, providing policy interpretation and recovery guidance as needed.
+ Multilingual capability, particularly in French or Spanish, is considered a strong asset.

Requirements:

+ Clear criminal record check and satisfactory employment references.
+ 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: January 23, 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