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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1/10

"a horrible experience with Transat"

(Canada)

Not Verified | We had a horrible experience with Transat (flight TS2513 Samana-Toronto) on August 10, 2023. The crew was extremely rude and aggressive and allowed themselves to scream at passengers. Their attitude was below allowed limit and showed lack of professionalism.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteSamana to Toronto
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



16th November 2023 : Air Transat response

I am sorry to hear that you didn't receive proper customer service onboard. This is not the experience we wish for any of our passengers. Our flight attendants generally are professional and really kind to our passengers. I really hope you will not experience this again on any of our flights. Leo

2/10

"airline has yet to refund us"

(United States)

Trip Verified |  My wife and I were looking for a good deal to get us to Barcelona for our Honeymoon (which was a Mediterranean Cruise). Air Transat was one of the more affordable options, and the times worked the best for us, so we decided to give them a shot. Those compliments are the last that I can give this airline. The trip originated in Miami, with a scheduled 3 hour layover in Montreal. Due to “aircraft maintenance issues”, we were 2 1/2 hours delayed leaving Miami, which made our connection paper thin in Montreal. We politely mentioned our concern about making the next flight, along with our baggage being transferred to the flight from Montreal to Barcelona. The flight attendant told us not to worry, as their were 27 others making the same connection and that not only would the next flight wait for us, but that our luggage would 100% make the next flight because the planes would be one gate away from each other. Once we landed in Montreal, a gate agent was waiting for us and the aforementioned 27 others who were to catch next flight for Barcelona. Once all 29 got off the plane, the gate agent unexpectedly informed us that we would all need to go all the way back to the entrance of the airport to go through customs as the quick transfer customs office was closed. So 29 Americans were heavily encouraged to sprint through the airport. Two elderly couples could not keep up, and no one knew if they made it to customs or not. Finally after a nearly 10-15 min run we made it it to Canadian customs and then sprinted back to the gate of next flight. We asked flight attendants on the next flight if our bags would make it. She said “oh yes, the captain is seeing to it that all of the luggage from the flight that just came is being put on this flight”. Once we arrived in Barcelona, we discovered that no bags of the connecting passengers made it. We were forced to wait in a long line at lost baggage. Finally, Barcelona officials were able to process our lost baggage claims and gave us proper documentation. After we spoke with Air Transat, they promised us that they would have our luggage to us by the time we arrived in Cannes, (the second port of our Med Cruise). However, the bags did not arrive until the 5th day. We were forced to pay an exorbitant delivery fee to the airport officials as they said that Air Transat did not pay for the delivery service typically required by airlines. During the time that we did not have our bags, Air Transat told us to purchase any clothing and toiletries that we needed up to $800 US dollars, and they would reimburse us for the costs. As of August 11, it’s been over 2 months, and the airline has yet to refund us.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMiami to Barcelona via Montreal
Date FlownMay 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



16th November 2023 : Air Transat response

Thank you Matthew for sharing your experience with us. I am sorry to hear that you had to experience all this. I sincerely apologize for the delays in response, our team is working very hard to follow up on all the requests they receive. I assure you that you will not be forgotten. You can always contact us on social media so we can make a follow-up on your file. Leo

1/10

"could not care about my situation"

(Canada)

Trip Verified | I called Air Transat to book two flights for my son and husband. The agent was friendly but made the mistake to charged me in euros but Canadian dollars. When I checked my account, I was charged extra so I called again to get the correct, so the cancel the reservations and rebook them. This was on a Sunday, I called back on Thursday because they charges still there and not refund. They told me that the didn’t do the refund correctly and that now it would take five to ten business days when I need my money back. It was close to $4,000 CAD. It is unfair that the air line made the mistakes and the customer has to paid for and deal with the consequences. The agent could not care about my situation or even un knowledge it.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBarcelona to Calgary
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no



16th November 2023 : Air Transat response

Hi Karen, I am truly sorry about this situation. Proceeding with a refund always takes up to 10 business days, However, I understand your frustration following the mistake that has been made. Leo

1/10

"Horrible customer service"

(United States)

Not Verified | Horrible. Luggage lost for days. Still no luggage. Boarding a cruise in less than 24 hours without important items. Horrible customer service. Paid $11 for earbuds that barely worked. Food was disgusting, seats were uncomfortable. I will never be traveling with air transit again.
Type Of TravellerFamily Leisure
Seat TypePremium Economy
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



16th November 2023 : Air Transat response

Thank you for taking the time to share your experience with us. I'm sorry to hear that your trip did not meet your expectations. I hope you did find your luggage before your cruise. Our team always doing their best to deliver delayed as soon as possible. Léo

1/10

"customer service is very poor and slow"

(Canada)

Trip Verified | Not only we had major delays, I paid for seat selection on return flights, the changed the air plane and did not provide me with the seats I selected on the website. Their customer service is very poor and slow, they hang up on people who call before even saying Hello. Trays were dirty, I has to ask them to clean it.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteToronto to Lyon via Montreal
Date FlownJuly 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



15th November 2023 : Air Transat response

Hello Val, Thank you for taking the time to share your flight experience with us at Air Transat. I am sorry to hear about the dirty trays. I hope the staff on board responded accordingly, as I can assure you this is not the standard we aim for. I also understand your disappointment about the change of seat selection. If I may quote our terms and conditions on our website: ''Subject to operational requirements, it may be necessary to change the aircraft type operating your flight. Should this occur, we will try to match your seat request on the substituted aircraft. This, however, cannot be guaranteed. Air Transat will then assign you an equivalent seat. If we cannot assign you an equivalent seat, we will contact you to ask about your seating preferences. In the event that we are unable to assign you an equivalent seat, you may be entitled to a refund. In such a case, you must submit your request for a refund with a copy of your boarding pass along with your contact information within 30 days following the return date of your flight in order to proceed with your request. Any request submitted after that period or without this information will not be considered.'' I hope this clarification helps you understand what may have happened when seats have changed. I also want to let you know that if you have any questions, we remain available 24/7 through our call center at 1-877-872-6728 or through chat platforms on social media. Jessica

1/10

"absolutely horrible experience"

(United States)

Trip Verified | Had an absolutely horrible experience with a trip booked through the Air Transat website, with a connecting flight operated by Porter. Total fail by both companies! When showing up for initial flight operated by Air Transat, was refused boarding and handed a phone number to try to fix it. After about a half hour on hold and speaking to heavily accented employee, found that they’d changed my booking to several days later. No emails, no notice whatsoever, no offers of compensation, nothing. If that wasn’t bad enough, when I eventually took the flight they rebooked me on, upon arrival at ticketing for the second leg of my trip (this time operated by Porter), I was again refused boarding. This time they said I owed them a large sum of money (about one and a half times the total price of the flights I’d booked) and would not be allowed to board until it was paid. Upon contacting both Air Transat and Porter (both at ticketing and through their phone line), both claimed it was the other’s fault, they could do nothing, and I would have to work it out with the other airline. Ended up missing the flight trying to work it out and spent the night in the airport. After hours of dealing with both airlines, I eventually succumbed to the extortion because even that was still less expensive than a last-second flight. Never felt so dirty and beaten at the whole affair. Thus far complaints after the fact have only resulted in being ignored totally (Porter) and told it was the other airline’s fault (Air Transat).
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteOrlando to Halifax via Toronto
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no



15th November 2023 : Air Transat response

Hello Clay, We appreciate you leaving your comments and sharing with us your experience with Air Transat as a codeshare flight. I want to let you know, on behalf of our partner, Porter Airlines, my colleagues at Air Transat, and myself, that this is not the experience we wish for any of our passengers; on the contrary. We hope for everyone to have a smooth and easy experience when they travel with us. If you ever wish to have more details about what happened and need assistance to answer any of your questions, I will kindly remind you that we always remain available, even on chat, 24h/7. We'll be glad to help as best as we can. Jessica

2/10

"The worst part was the food"

(Canada)

Not Verified | I flew home from Rome to Toronto an almost 10hr flight. First we were given separated seats (traveling as a couple) the check in attendant was rude and kept us waiting for 20 minutes didn't even mention that the seats weren't together. The flight was delayed for 18 minutes, no communication. The worst part was the food, it looked like left over boiled chicken with some nasty sauce and soggy tasteless veggies. Best part was the friendly air hostess and the smoothest landing.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Toronto
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no



1st November 2023 : Air Transat response

Hello Richard, I'm sorry to read your experience with us was not up to our standards and expectations. We always wish for our passengers to have the best experience possible and I wish it could have been the case for you as well. However, I'm extremely glad to read you enjoyed the service given by our flight attendants. Pascale

1/10

"Worst experience I’ve ever had"

(Netherlands)

Trip Verified | Abysmal customer service! While the flight and onboard service were fine, the customer service is shambolic. During transit, they lost my backpack. There was no one at the counter to speak to, so you had to call their emergency line (together with a dozen other passengers). During the call they verified my details, where they made a typo which resulted in me missing their emails regarding my bag. They only found out once I contacted them about whether they had found my bag. They said they were not able to reach me, even after confirming my details 3 times. Then they said it would be at the Montreal airport and they would contact me to send it to Ottawa (I was travelling across the country). By the time I had left Ottawa in contacted them again regarding the status of this case. They said they sent it to Toronto. That was my next destination, so I asked if they could leave it there so I can pick it up. I went to Toronto airport and the bag was nowhere to be found. Contacted them again and they said it was in Montreal. None of the customer service agents was able to answer my question and I kept having to repeat the case to every single on of them. They told me to contact the lost baggage department (only via email), but they did not respond. After two weeks of persistent calling, I received my luggage. In the meantime I had to buy a new bag and clothes etc to be able to travel. According to the lady on the phone, I could just file a complaint and attach the receipts so I would get compensation for the incurred costs. So I did. Never heard anything back from them. I made the request 3 times, because there may have gone something wrong. Until today, I haven’t heard anything from Air Transat! This has cost me an extra few hundred dollars, which they said they would repay me. All in all the customer service was completely incapable (except for the man (I believe his name was Mike)) who was able to deliver my luggage. Very hard to reach them in the first place and especially once you’re back home. Don’t keep their promises and simply lied about repaying the damages. Worst experience I’ve ever had.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteAmsterdam to Montreal via Toronto
Date FlownAugust 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
3/10

"Unable to manage booking"

(Canada)

Trip Verified | It was a pleasant flight going to and coming back from London. I recently flew on Air Transat for an international flight to London and they partnered with Porter Airlines for the domestic route within Canada. Unable to manage booking online because of share code; Not clear about luggage allowance; hence, I learned that my booking did not include any checked-in luggage and had to pay at the airport going to and returning from London; Blankets are for sale if you need one; Food and beverages are complementary but are just okay; bland – no pepper or salt; Cellphone charger are found beneath the seats and will need an adapter (no direct USB port); The ground service in London is much friendlier than in Canada. Never again!
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteEdmonton to London via Toronto
Date FlownJuly 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
2/10

"worst airline I’ve flown"

(Canada)

Trip Verified | Absolutely the worst airline I’ve flown. They will delay you, give you one meal for an 8+ hour flight, incredibly uncomfortable seats and charge $11 for a blanket. We were given dinner and our breakfast was a slice of banana bread. On the flight back home we were also in the worst terminal at Paris CDG. The price of this flight was not even remotely affordable.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis to Toronto
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no