Air Transat

My husband and I were in Lisbon, Portugal this past summer to celebrate our 30th anniversary. Our departure time was 9am on August 3rd and we were up early that morning with plans to arrive at the airport for 7am. My husband had downloaded the Air Transat app on his cell phone to get updates on our flight status and sure enough when we woke up on the date of our departure, there was a notification that our flight was delayed until 11am. This notification with the beginning of our nightmare. Instead of arriving at the airport for 7am, we arrived at 9am – still 2 hours before the scheduled departure time of our flight. We returned our rental car and proceeded to find the Air Transat check-in counter, but we couldn’t find it. The digital flight status board indicated that the counter was closed. We asked multiple airport staff where it was, and they kept directing us to the same counter, where another airline was now operating their check-in. We were advised to continue to monitor the digital board for updates. My husband and I stood and watched the board and the Air Transat app. There was no change to the check-in counter status – it was still closed, and the app still said the flight was at 11am. The clock was ticking and we were getting more and more nervous. We started to run around again looking for assistance. This time we were advised to go to the Swiss Port counter. When we got there, the Swissport counter appeared to be closed for renovation, it was boarded-up and no lights were on. There was no one there. We looked for more assistance and were repeatedly told to go to the Swissport desk. Finally an airport staff escorted us to this desk to confirm that it was in fact closed. My husband and I were desperate at this point. We were at the airport, the airplane was at the airport, but there was no Air Transat check-in counter 2 hours before departure, and no representation at the airport to assist us. We ultimately missed our flight, and had to find other flight home. Since this time, I have received confirmation from Swissport that their staff were elsewhere in the airport and not at their desk; and also have photos of the closed Swissport desk. I have confirmed with the other airline operating their check-in counter where Air Transat was supposed to be, that they were there at 9am. Air Transat was not. I have provided all this information to Air Transat. However, they maintain that we were late, and refuse to compensate us. I also filed a complaint with the Canada Transportation Agency and requested mediation assistance for this issue with Air Transat. Mediation is a voluntary process and Air Transat refused to participate. Disgusting! Something went horribly wrong that day that caused us to miss our flight, and Air Transat does not care. https://www.tripadvisor.ca/ShowUserReviews-g1-d8729014-r640348910-Air_Transat-World.html#

I took a flight from Vancouver to Punta Cana. The booking online was straight forward, but they do nickel and dime you on everything. Pay extra for seat selection, pay extra for check baggage, pay extra for food (and not even good food, just sandwich and hotdogs). This should be included on all international flights, this is just a cash grab. I paid less for a non stop flight to Asia with all of this included with better food and seating options. The real problem began when I was leaving Punta Cana, the check in was an absolute gong show. I prepaid online for check baggage for the round trip flight, but at the check in counter in Punta Cana, they said nope sorry you didn’t pay and refuses to listen to anything else. Well lady, how do you think I got my baggage here then??? We were delayed already so I gave up and just paid double for the baggage. Pretty poor service.

Our flight was 11 hours delayed. It was a flight from YVR to CUN, so a awful start to a what is supposed to be a sun releax vacation. On the ground, there were no communication, no compensation, nothing. This is the worst airline I’ve flown. That is saying a lot considering I used to flew on China Eastern Airline.

Awful….we reserved and paid 25.$ each way for a seat and what we got, was a very tight place. The plane was 5 hours late, which was during a delay in Victoria. Understandable. We got in the plane and it was filthy, not even cleaned properly. Second time with Air Transat, first time ,years ago to Europe and now second time to Mexico. Will not fly with them again and I see the same prices with Westjet or Air Canada and the service is much,much better and the staff is soooo much friendlier and helpful.

Worst fly ever, my sister and I could not believe that we had paid for 2 sets for our flying back from Mexico n November 12 / 2017 but there was a super big man sitting beside my sister so we had to share 1 and 1/2 sets all the way home also the air conditioning was not working in the airplane so it was super hot ppl kept asking for them to turn it up or something ppl where getting sick from the heat Air transat you have really lost your customers service