Air Transat

Customer Reviews

3 star Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 764 reviews
5/10
3 star Skytrax Rating
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2/10

"could not print me a boarding pass

(United Kingdom)

Trip Verified | If you book a codeshare flight, there is no way to checkin or manage your flight online. No allergen free meal was offered as part of booking. Seats are narrow. My connection was with their codeshare partner, Porter. When I checked in at the airport, Porter could not print me a boarding pass. I arrived in Toronto and no Air Transat employee could print me a boarding pass airside. This meant I could not access the lounge of which I am a member. When an Air Transat staff member finally arrived at my gate, she could not assign me a seat and printed me a standby ticket. I would be happy to purchase an aisle seat on a discount airline, but since there is no way to manage your flight online this wasn't even an option.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteHalifax to Glasgow via Toronto
Date FlownOctober 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no



22nd November 2023 : Air Transat response

Hello Megan, Thank you for your comment - we appreciate you taking the time to talk about your situation. I'm sorry to hear you did not have a pleasant experience with us. Codeshare flights are particular reservations and require more preparation than the usual direct flight operated with one company and do require a direct check-in at the airport, that is correct. For more information and answers to the questions you might have had, I invite you to check out this page on our website: https://www.airtransat.com/en-CA/book/codeshare-flights. And of course, if you wish to address this issue with us directly, please do not hesitate to contact us through our chat platforms on Facebook, Twitter, and Instagram. Jessica

10/10

"his dedication and hard work"

(Canada)

Trip Verified | We are very grateful and thankful to all the employees. These employees are exceptionally amazing friendly and helpful. One employee stands out is Air Transat handicap aid Mario Ho. Please recognize and acknowledge his dedication and hard work for your company. Air Transat is such a wonderful company!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCalgary to Montreal
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes



22nd November 2023 : Air Transat response

Hello! Thank you so much for these wonderful words. We do want the best for our passengers as it is always what we strive for. I can assure you we will do a follow-up with the service team so Mario Ho and the rest of the agents get the recognition they deserve. Jessica

4/10

"dissatisfied and disappointed"

(Canada)

Trip Verified | Sadly I do not recommend this airline that boasts itself as being voted best leisure airline of the year by SKYTRAX! As I have flown this route before a few years ago and again this March down south to Mexico their quality of service has downgraded a lot! The staff is unhappy or so or seems the on board service is that which resembles carriers like Frontier and Spirit. They no longer offer the option of pre ordering a gourmet meal since the food for this route is minuscule and awful! The seats are uncomfortable and the aisles are so narrow I don’t know how their flight attendants can get through especially in an emergency. The only thing going for them is the monopoly of a direct flight from Montreal to Athens alongside Air Canada. The language fluency in French was horrendous as the head flight attendants struggled both in French and especially Greek like they were reading off cue cards. Canada is a bilingual country and therefore the staff on board should be bilingual at the least. There were flight attendants on both flights that spoke no French. Sadly they have a lot of work to do on their image, concept and staff satisfaction. By the way the ticket we paid for was not cheap and had no flexibility. I am dissatisfied and disappointed and would prefer to fly a different airline on our next trip!
AircraftA330-200
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMontreal to Athens
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



22nd November 2023 : Air Transat response

Hello M, First of all, I would like to thank you for taking the time to leave this detailed comment about our airline. I am sorry to hear your flight experiences were dissatisfying concerning our service, seats, and meals. I also wish to assure you that our flight attendants do the best they can on board and are hired on the basis that they can communicate in both French and English (along with multiple other requirements). Thanks again for your message: we appreciate reviews like this as they strive for us to become better and better for our clients. If you have any other inquiries, do not hesitate to reach us through our chat platforms on Twitter, Facebook, and Instagram. Jessica

4/10

"All in all never again"

(United Kingdom)

Trip Verified | Our Air Transat service (with its own logos on the aircraft) was operated by SmartLynx Airlines. This was our return flight home. Gone was the inflight entertainment system, charging sockets, individual air conditioning and with it any personal space and comfort we enjoyed with the same airline (Air Transat) a week earlier. I'm 5'2, felt claustrophobic and couldn't even turn in my seat. My partner is 6'1 - his knees were practically up behind his ears. Staff were generally uninterested. Loud pop music was playing through the speakers when we were boarding and remained on for almost an hour until we started taxiing (and enough people complained), then as soon as the fasten seatbelt signs went out, all lights were swiftly dimmed leaving people to scramble for their essentials in the dark. 2 hours later (midnight at the point of departure) lights went on again just as people had started nodding off and they started serving dinner (which everyone presumably already had as it was an 11pm flight) after this lights went off again. The young children and babies on board had become confused by all the fuss and started loudly crying which continued for over an hour. 2 hours before landing staff started handing out breakfast rolls which ran out before they even got to our row. No apology or explanation was given. (Not that we were in any state to eat.) We had issues checking in for both the outbound and inbound flight, which is unusual and caused unnecessary stress and inconvenience. The Air Transat website is near unusable. The app is OK. Check-in staff will attempt to scam you out of money over issues at their own end. All in all never again.
AircraftA330-343
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Gatwick
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



22nd November 2023 : Air Transat response

Hi there, I am sorry to read that you had such a horrible experience during your flight and with the check-in. I would invite you to fill out our complaint form to ensure that the situation regarding the staff, food, lights and music doesn't happen anymore. We want to ensure that our passengers have a comfortable flight no matter if it is operated by Air Transat or by our partner, SmartLynx. Here is the link to the complaint form: https://www.airtransat.com/en-CA/forms/Post-travel-questions-comments-or-claims-excludi. Thank you! /Alexe

2/10

"Horrible seats"

(Canada)

Trip Verified | Horrible seats. too small. Struggled all the way even after buying XL seats for 300 CAD $ Never will use again. space for foot was ok but buttocks of my spouse did not fit at all to seats.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMontreal to Barcelona
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



22nd November 2023 : Air Transat response

Hi Elena, I am sorry to read that you and your spouse were uncomfortable during your flight with us. We do want to make sure our passengers have a comfortable flight. I would recommend flying in our Club class which has an exclusive cabin with spacious and comfortable seats. I hope this information helps with your next trip. Thank you! /Alexe

1/10

"Terrible service"

(Canada)

Not Verified | This aircraft doesn't have any charging ports for personal devices, and it has no screens for entertainment. Terrible service, even the discount airlines are better.
AircraftA321ceo
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMontreal to Calgary
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



22nd November 2023 : Air Transat response

Hi there. I am sorry to read that you weren't satisfied with our onboard entertainment. Our Airbus A330 and A321LR aircraft have individual touch screens with a wide array of entertainment options for everyone. For other aircraft types, our inflight entertainment system features movies, TV shows and games for you to enjoy directly on your phone or tablet. No prior download is necessary. You can find more information here: https://www.airtransat.com/en-CA/travel-information/inflight-services/entertainment. Unfortunately, charging ports are not offered on all aircraft, we always recommend fully charging your devices prior to the flight. Thank you! /Alexe

2/10

"very disappointing experience"

(Italy)

Not Verified | We booked club class in order to ensure a good overnight travel on our return and have access to lounges on both legs. The overall experience with air transat was less than satisfactory and with the difference in price between economy and club flex we expected a better service. The aircraft are old, seats in business do not fully recline and the food and service are mediocre. You get a flimsy blanket, no cushion. So really not up to business class standards. Access to business lounges is inexistent. In Rome no agreements with any of the lounges and in Montreal, could access a lounge by paying extra which is not in line with what air transat announces on its website. To note that staff at check in were probably instructed to remain vague on lounge access as we were not informed that no access was available but were pointed instead to lounges who turned us away with contempt. A very disappointing experience not to be repeated.
AircraftA330-200
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteMontreal to Rome
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



22nd November 2023 : Air Transat response

Hello Helene, I am sorry to read that the experience you had with us was disappointing. We want to provide comfortable flights to our passengers, especially when it comes to seat and inflight food. At this moment, we do not have any lounge access included with Club Class fares. We do offer access to select premium airport lounges across Canada at affordable prices as mentioned on our website. The information can be found here: https://www.airtransat.com/en-CA/travel-information/airports-and-check-in/airport-information/lounges. If you need any clarification on lounge access, do not hesitate to message us on Facebook, Instagram, or Twitter. We are available 24/7. Alexe

1/10

"I’ve spent hours on the phone"

(Canada)

Not Verified | I am not travelling until March 2024, but just booking has been a nightmare. I’ve had to call numerous times as the tickets keep being issued incorrectly. I’ve spent hours on the phone. To date, I’ve had to call 6 times! No one seems to be accountable and zero customer service.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteVancouver to Punta Cana
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no



21st November 2023 : Air Transat response

Hello Tammy, I'm sorry to hear you've had such an experience over the phone. I can assure you our agents at the call center do the best they can to provide the helpful and welcoming service we aim for. Knowing little about the issue, it is difficult for me to provide more assistance on this platform. However, we can certainly help to clarify any questions you might have on chat through Facebook, Instagram, or Twitter. We are available 24/7. Please do not hesitate to write us at any time of the day. Jessica

4/10

"my lay flat seat was broken"

(Canada)

Trip Verified | On overnight flight to Rome, my lay flat seat was broken and charging station was not working. Flight attendants were very helpful but when contacted Air Transat for a refund on the club class fee they said end of story. No attempt at any accommodations made. Avoid using them.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteToronto to Rome
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



21st November 2023 : Air Transat response

Hello Shane, Thank you for taking the time to post this comment. I'm sorry to hear you've encountered this situation. I wish to let you know that this is not the experience we wish for you to have on your flight to Rome. We truly wish to provide comfort and safety for all of our passengers. I also want to let you know that if you wish to contest the decision provided by Customer Relations, you can always do so by replying to the last email they have sent you. If you have any more questions or comments, please know we remain available 24/7 on our chat services. Jessica

1/10

"lost the cost of this flight"

(United Arab Emirates)

Trip Verified | Following an issue at the airport with not having an ETA I was rejected from flying and has lost the cost of this flight due to lack of kindness and patience in the process, as well as a lack of fair guidance and fair policies to support the passenger journey. The flight was delayed and there could have been a few more minutes of flexibility to get me onto the flight. For the staff it was a simple no, for me it was lost time, money as well as business. Staff members didn’t consider that it does take time sometimes to get to the airport and mistakes happen.
AircraftA330-300
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteLondon Gatwick to Toronto
Date FlownAugust 2023
Ground Service 12345
Value For Money 12345
no



21st November 2023 : Air Transat response

Hello N, Thank you for taking the time to leave your comments on our Skytrax review. I understand your frustration concerning the fact that you were denied boarding. Flights are expensive and when mistakes are made, they can be costly, indeed. I wish to inform you, however, that our staff respected the entry guidelines from the Canadian authorities. If I may cite part of our terms and conditions: ''It is your responsibility to contact the nearest foreign government office of the country you plan to visit. Failure to provide the required documents may result in denied boarding privileges by the carrier or the relevant authorities, without recourse or refund. Your entry may also be refused even if your documentation is complete. [...] AIR TRANSAT cannot be held liable for any damages resulting from failure to obtain travel documents [...]'' You may find this in Part 5 of Air Transat's terms and conditions: www.airtransat.com/en-GB/termsconditions We also recommend arriving at least 3 to 4 hours prior to arrival to make sure you have enough time to check-in in case of any unplanned situation. Please note that if you have any other questions regarding this situation or anything else, we always remain available through chat, and invite you to contact us at any time. Jessica