Complaints Resolution jobs in Toronto, ON

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.

Your Team:

Join Flair’s Operations Control Centre (OCC) team, where real-time coordination and passenger recovery support help minimize disruptions and keep customers moving across the network. Reporting to the Manager, Passenger Operations and Recovery, the Passenger Recovery Coordinator (PRC) is responsible for managing passenger recovery, re-accommodation, welfare, and communications during delays, cancellations, diversions, misconnections, and other irregular operations.

Working within the Passenger & Departure Control (PDC) function, the Passenger Recovery Coordinator identifies affected passengers and coordinates recovery solutions, including alternative flights, hotel accommodations, meals, transportation, and accessibility or special-service requirements. The role works closely with Airports and other operational teams to support timely decisions, clear customer communications, and effective disruption management.

During live operations, the Passenger Recovery Coordinator supports the Duty Officer and OCC team in executing the operating plan while ensuring recovery activities are managed in accordance with regulatory requirements, established procedures, service standards, and cost considerations.

This role is based on-site at our Toronto, ON (YYZ) office.

A Day in the Life:

Passenger Recovery & Re-accommodation

• Monitor flight operations for passenger impacts arising from delays, cancellations, diversions, misconnections, aircraft changes, capacity restrictions, and extended irregular operations (IROPs).
• Identify recovery requirements and coordinate passenger re-accommodation with OCC, Airports, Customer Service, In-Flight, and other operational teams.
• Assess and coordinate recovery options, including available flights, other-airline protection, recovery flights, nearby airports, ground transportation, and other approved solutions, considering operational constraints, passenger impacts, and costs.
• Prioritize vulnerable travellers, passengers requiring accessibility assistance, unaccompanied minors, medical cases, groups, and time-sensitive connections.
• Monitor available recovery resources, including seats, hotels, transportation, and third-party services, ensuring unresolved cases are tracked through to an approved resolution.
• Coordinate other-airline protection in accordance with approved agreements, authorization requirements, and cost controls, escalating significant recovery limitations when required.

Passenger Protection & Regulatory Compliance

• Support compliance with the Air Passenger Protection Regulations (APPR), Accessible Transportation for Persons with Disabilities Regulations (ATPDR), and other applicable passenger protection requirements.
• Coordinate passenger-care arrangements, including meals, accommodations, transportation, communication, and accessibility assistance during disruptions.
• Monitor passenger-care and communication timelines during delays, cancellations, denied boarding, tarmac delays, and extended disruptions, escalating potential compliance concerns.
• Ensure consistent treatment of affected passengers and escalate significant welfare concerns, service failures, or exceptions requiring approval.

Operational Coordination & Decision Support

• Provide the Duty Officer and OCC team with passenger-impact assessments to support operational decisions and recovery planning.
• Evaluate proposed recovery decisions based on passenger delays, misconnections, aircraft and crew constraints, airport capabilities, accessibility requirements, costs, and network impacts.
• Coordinate passenger recovery actions following confirmation of the operating plan, ensuring responsibilities are assigned and outstanding requirements are tracked.
• Escalate significant operational constraints, regulatory risks, recovery limitations, and cost exceptions to the Manager and Duty Officer.

Communication & Documentation

• Coordinate accurate and timely passenger communications and provide clear recovery instructions to Airports and internal stakeholders, ensuring consistency with the confirmed operating plan.
• Maintain complete records of passenger impacts, recovery arrangements, care provided, communications, costs, commitments, and escalation decisions in approved systems.
• Ensure documentation supports complaint handling, regulatory reviews, investigations, audits, and operational follow-up.
• Maintain effective shift handovers for unresolved cases and outstanding commitments.
• Prepare post-event summaries for significant disruptions, identifying recurring issues and opportunities for improvement.

Cross-Training & Operational Support

• Maintain primary qualification in Passenger Recovery and complete required initial and recurrent training.
• Maintain secondary qualifications in routine Departure Control activities to support operational flexibility between functions.
• Perform Departure Control System (DCS) activities when assigned and qualified, under the functional direction of the Supervisor, Departure Control Systems.
• Support Departure Control Coordinators (DCC) with passenger recovery activities during significant IROPs, when directed and qualified.
• Maintain knowledge of applicable systems, procedures, communication standards, and escalation requirements.
• Perform additional 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 aviation management, airline operations, hospitality, business operations, customer experience, or a related field is preferred.
  • An equivalent combination of education, training, and relevant operational experience may be considered.
• Experience:
  • A minimum of two years of experience in airline operations, airport operations, passenger services, customer recovery, reservations, or a related operational environment is preferred.
  • Experience supporting irregular operations, passenger re-accommodation, other-airline recovery, disruption communications, hotels, denied boarding, tarmac delays, or passenger welfare is strongly preferred.
  • Working knowledge of APPR, ATPDR, accessibility, denied boarding, and passenger-care requirements is an asset.
  • Experience using airline operational, reservation, recovery, passenger communication, or departure-control systems is preferred.
  • Familiarity with NavBlue NOC, Plan3, Airline Choice, Amelia, or comparable airline platforms is an asset.
  • Experience coordinating with Airports, Customer Service, Inflight, Crew, Dispatch, hotels, transportation providers, or other external service providers is an asset.
• Skills & Abilities:
  • Strong passenger-recovery judgment and the ability to build practical solutions quickly.
  • Calm and disciplined execution during high-pressure and extended disruption events.
  • Strong verbal and written communication and the ability to provide concise operational direction.
  • Ability to manage multiple disrupted flights, passenger groups, vendors, and recovery actions simultaneously.
  • Strong problem-solving, prioritization, coordination, and decision-support skills.
  • Strong attention to detail and documentation discipline.
  • Ability to identify passenger-protection risk, missed recovery opportunities, and emerging capacity constraints.
  • Strong cost awareness and ability to operate within approved authorities and escalation thresholds.
  • Ability to work effectively across departments and with external airlines, hotels, transportation providers, and airport partners.
  • Ability to maintain professionalism, fairness, empathy, and sound judgment in sensitive passenger situations.
• Requirements:
  • Clear criminal record check and satisfactory 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: November 13, 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