Terrible customer service, in my case, I had the luggage requirements they asked for my flight, anyways they obligated me to pay and check a bag pack, close to another 100 euros. super petty and miserable. I fly a lot and this it will be last time I fly with Airtransat
We bought tickets from AirTransat.com confidently because they assured us that we can cancel and receive a credit should the Covid situation get out of hand.
We noticed that the Covid numbers in Vancouver has more than doubled and attempted to cancel our flights as it would be risky for my mother who is 72 to travel under the circumstances.
1st I contacted 1877 872 6728 around 4 pm and waited for 85 mins and gave up.
Following day I attempted at 7 pm till 10.30 pm.
Following 2 days I was on messenger for two days straight and no reply.
There should be serious monetary consequences for the CEOs and Directors of the company. Like a percentage of the salaries should be paid based on the hours we spend trying to get them to issue a credit.
Do not but tickets from them, unless you want to suffer from high blood pressure or a heart attack.
My flight was canceled for COVID-19 back in March of 2020. I was approved for a refund, but they refunded to a card that was paid off and closed. My bank refused the refund, so the money was sent back to Air Transat. Air Transat refuses to provide me with a refund through another route, they have stopped answering my chat messages, and "coincidentally" my calls are now dropped every time I call customer service. They had told me getting a letter from my bank confirming the refund was refused would help. I sent the letter via email to the correct address given, checked in two times since, and still have not received a response there either. They have essentially blocked me on all avenues of communication, even though I was never rude or confrontational.
Don't book with Air Transat unless you wish to experience immense frustration from their random and routine changing of your booked flights by several days.This is the second time Ive booked with them and have had dates changed by as much as 3 days! First time, pre Covid, I was granted a refund as the Eco flight I booked ( as a scheduled flight) was changed resulting in shortening my European vacation/planned trip by 3 days. Now this second time I have rec'd 2 emails in 3 weeks shortening my Domestic trip at first by one day and now by 2 more days..I can only access a credit..no full refund ( so I can go and book on a more reliable airline!)! I have 2 weeks til I travel and at the rate of an email every week or so shortening my trip I wont have a vacation at all! I understand Covid times but they did this precovid as well..a credit is no help with an airline that I now have zero confidence in. I have flown with them previously and experienced great service/food etc on the flight..but I can't tolerate,nor should a business continue to be able to function, when it is as unreliable to this significant degree.
43 Milner Gate
Thornhill, Ontario Canada L4J 2M5
Monday, December 16, 2019
c/o V.I.P. Corporate Executive
AIR TRANSAT A.T. INC.
5959 Chemin Cote Vertu Ouest
Montreal, Quebec Canada H4S 2E6
(877) 872-6728 & (514) 636-3630 & Fax: (514) 906-5133
Regarding: Very Serious Complaint
Dear Air Transat A.T. Inc. Executive:
Good Morning or Good Afternoon to You!
How is your day today in sunny Montreal, Quebec Canada and/or wherever else You are in the World?
My day is going fine, thank you, except due to the Fact that My Sister Lorraine Kiely and her close Friend, Lorena Ponzi flew with Air Transat back on Wednesday, August 28th, 2019 and Had A Horrible Airport/Baggage and/or In-Flight Experience!
Please Note: I am Going To Explain My Sister and Her Friend's Complaint Letter To The Best Of My Ability And If Anything Does Not Make Sense, Then I Will Provide You With Direct Contact Information So That You Can Get Directly In Touch With My Sister. Thank You.
To Start Off: The Female Employee at the Airport Check-In Department told them that Their Luggage Was Overweight and Then She Measured Their Hand Luggage and said it Was Overweight.
Moving Right Along: They Were Going To Stick More Stuff In Their Supposedly Overweight Luggage Since They Were Already Paying For It!
Moving Right Along: Then She Said That She Measured Each Luggage and said that If I Hold These Two (2) Cases and You Hold Those Two (2), Even Though They Were Not Theirs,
Like I Was Holding One (1) Of Yours And You Were Holding On To One (1) Of Mine,
Then We Will Be Within The Limits!
That Is What She Said, so They Did Not Put Any More Luggage In The Overweight Suitcase(s).
Moving Right Along: Then She Forgot To Tag It so When We Got To The Other Check-In Area, She Weighed Them and said that It Was Overweight and We Asked If We Could Combine Them and she said, No, It Does Not Work Like That and They Had To Pay Again For A Second (2nd) Suitcase.
Regardless, Your Legitimate Customers Who Have Worked So Hard Their Whole Life Have Been Extremely and Disgustingly Ripped Off By At Least $81.54 And An Additional $65.00 According To Your Customer's Feedback and Receipts/Documentation.
This Is Far From What I Call Legitimate And Righteous Customer Service and Your Customers Deserve To Be Refunded For The Additional Ripped Off Amount(s) That They Have Incurred.
They Are Not Interested In Your So Called Transportation and/or Flight Vouchers By Any Means!
You Are A Multi-Billion Dollar Company And Can Afford To Take Care Of Your Customers Respectfully And Properly And So Far You Have Totally Failed In Every Aspect!
Moving Right Along: I Want To Further Apologize For Not Writing You This Letter Of Very Serious Complaint Any Sooner, but My Sister Did Not Know Who To Contact And Preferred ME To Take The Initiative To Spend Several Hours Online To Write You Out This Very * , Upset And Emotional Letter To Let You Know That This Type Of Corporate Financial Abuse Taken Against Your Legitimate Customers Will Not Go Ignored, Nor Be Tolerated In Any Capacity!
Enclosed, in the attachments, please find copies of their Receipts, Flight Itinerary and Other Related Documentation for your reference and further review.
If you would like to contact my sister back directly in order to discuss her letter of Very Serious Complaint in further detail, then please contact Mrs. Lorraine Kiely at her Thornhill, Ontario Canada Landline Phone Number at: (905) 881-7818.
You may also reach her by Cellular Phone at: (647) 238-5299.
You may also email her at: firstname.lastname@example.org and/or email@example.com and/or firstname.lastname@example.org.
You may also contact Mrs. Lorraine Kiely through the Canada Post Mail System at:
Mrs. Lorraine Kiely
43 Milner Gate
Thornhill, Ontario Canada L4J 2M5
I am more than looking forward to hearing back from You with a Positive Response some time in the very near future.
Howard Paul Shore
* And Upset Air Transat A.T. Inc. Customers
On Behalf Of Mrs. Lorraine Kiely And Ms. Lorena Ponzi, Your Customers
Enclosures: Please See The Attachments For Copies Of Their Receipts, Airline Itinerary And Other Related Documentation For Your Reference And Further Review. Thank You.
over the last few years we have flown air transat to the netherlands and the carribean. we absolutely love club class and always try to fly air transat whenever possible. yehhhh
Montreal-Varadero-Montreal 10/10 Excellent value for money as their prices are cheap and their products... awesome. I just flew on one of their new aircrafts. Wow! Video screen at every seat, good legroom, and proper seat width. Flight attendants offer a professional and attentive service.
Toronto to Manchester. Should have been Air Transat but airline switched planes and companies without notifying customer (ended up on Thomas Cook). Paid for Club Class which allows for extra baggage weight, food upgrade, etc but had to pay a second time since the weight was for economy class. Also got charged for a coffee. Pre-booked seat obviously not given due to the switch. Cannot rate anymore since it wasn't Air Transat, just expect a company to contact a customer if a switch like that is made, it's just very poor customer service! Won't recommend Club Class.