✅ Trip Verified
| Toronto to Cancun. You often hear of negative stories when it comes to airlines despite the fact that they have to manage thousands of travelers in the course of a day with few problems arising. I’d like to share an absolutely great news story that really shows how above and beyond Air Transat was in helping my family out when we were in dire straights and had given up hope. On Friday, January 3rd, my wife, 2 kids, a 9-year-old daughter and 6-year-old son, were supposed to be going to Mexico for a week vacation. We arrived at the airport, went through the self serve check-in terminals to get our baggage tags and then moved on to the luggage drop off. Following luggage drop off, I realized that we were missing our passports and our other travel documents. We became very worried when we couldn’t find them following a scan of the nearby area. We had lost our passports between baggage tag check-in and baggage drop off. A short distance traveled - how could this be possible? I asked several of the Air Transat staff in the area for help. They alerted all staff that if they found something to let us know. They also had a few people search with me around the area. Tracing our steps, we remembered that we had taken off our jackets and packed them in our luggage prior to luggage drop off. Were the documents in our luggage, packed with our jackets? Air Transat employees contacted the gate who worked with the ground crew at retrieving our luggage as we rushed to the gate to open them up praying that our passports were there. We were very close to missing our flight. We opened the luggage, and nothing was there. I decided to leave the family at the gate and go back to the check-in to see if there was any progress. With a very helpful employee that saw me in distress, we checked in all the garbage, under the check-in machines, on the conveyor belts at the check-in station. The passports and documents were gone. And we had missed our flight. At that point, I thanked the staff, realizing that our Mexican holiday needed to be postponed. We got in the car on the way home children crying, and both my wife and I very stressed. We started making plans at rushing to take passport pictures, go to the passport office and pay for expedient service and hoping we can save at least part of our trip. The raw emotions of anger, despair, exhaustion and self-doubt were unbearable. On the way home I received a text from one of the staff. They had found one of the 4 passports. I couldn’t believe it! I then got a call about 10 minutes later. They had found 2 more! They had sent the Airport staff to go and inspect the length of the conveyor belt within the airport where the luggage’s traveled. Even though we had left the airport they didn't stop looking. We got home with fingers crossed. If they could only find the last one the trip may be saved. We got the call. They had found the 4th passport. They had to check every crevice around the conveyor belts which travel for several kilometres within the airport. They actually had to have someone climb into a few tunnel-like areas to get into some sections. We were so grateful and was going to call our travel agent to book us on the next available flight. Air Transat staff said we shouldn’t worry about that. The next flight out was at 4.30 that evening, and they can rebook us on that flight directly with no cost to us. This was the icing on the cake.