✅ Trip Verified
| In July 2018 I flew from Gatwick to Vancouver with my bike. Upon arrival, my bike wasn't there. After completing all paperwork required, I was told I'd receive a phone call that day with an update. I never received a phone call and spent my next 5 days contacting Air Transat only to be told to call a different number or email a different email and no-one seemed to be able to give me an update on my bike. After 3.5 days, someone finally responded saying they found my bike. As I was leaving 2 days later and my bike was apparently still in London, I requested to leave it in London as I'd have to pay the additional fee to take it back with me without being able to use it. As you guessed it, no response. I spent a lot of time trying to get updates after that, only to be told it's now on a flight to Vancouver (facepalm). I continued to request updates knowing that I was flying back the next day, but no response at all. I repeat, nothing. The morning I checked out my hotel notified me that my bike was delivered to my hotel a couple of hours earlier, no communication from Air Transat at all. When checking in for my flight they still made me pay the additional luggage fee, even after explaining everything that happened. They gave me a business card and told me to email them and said I'd be able to claim the money back. It's now 2 months later and I still haven't received anything, I'm still chasing them for my refund. Absolutely unacceptable customer service. It was an extremely stressful week for me and I lost a whole week of training, which is really frustrating in the middle of my race season. I just don't understand why these people work for the same company but don't communicate with each other. Instead, they make their customer work extremely hard to get any information and sometimes don't even tell you that you supposedly contacted the wrong department. They'll tell you when you've waited forever and reach out again as you still haven't had an update.