Air Transat

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.

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.

✅ 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.

✅ 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.

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.

✅ 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.

✅ 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.

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.

✅ 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.

✅ 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).