Air Transat

Not Verified | This was my third experience with this airline this year, and will be the last. I have never departed on time and they seem to have very poor organisation. The way they treat passengers is not friendly and they are not helpful at all. Boarding chaotic and priority order not respected. On our last trip we were travelling in club class and our luggage had special tags and were supposed to be delivered first at arrival - they lost our suitcase. Their website instruct passengers to contact their agent at the airport, but there was no air Transat agent or desk at Basel airport. The airline was totally unhelpful and to date we have not heard anything from them or any other party regarding our lost luggage. No idea if our luggage was lost at Montreal airport, Basel airport or stolen. No apologies, no compensation. What is the point of paying an extra fee for a better service if there is no service in the end.

✅ Trip Verified | My flight to Lisbon and back to Toronto was a nightmare. The plane was so old that not even a logo had, the chairs didn’t work, the arm chairs were broken, the meal - couldn’t touch a thing, it’s unbelievable how a company like Air Transat uses these kind of planes and charges the ridiculous amount of money for the tickets. I will never again buy a flight with Air Transat.

Not Verified | I flew with Air Transat because the tickets were cheap. Now I know why. I took 3 flights with this company. Each flight was at least 30 minutes late. I had two returning flights. Because my first flight was late, I scrambled and ran to my 2nd one. No surprise, it was late. When I went to board, I was informed that AT rebooked me to a later flight due to the delay of the first flight. I requested to stay on my original flight. The attendants were unable to make this happen electronically despite (1) my seat still being available and extra seats available and (2) me actually being there and on time. I had no voice or autonomy in this change, which was unreasonable and surprising. I will never fly with Air Transat again. I will never recommend that my friends, family, or colleagues fly with Air Transat. Frustrating and disappointing experience.

✅ Trip Verified | Air Transat provides an unbelievably poor customer experience. My flight was delayed by 3hr in Gatwick resulting a missed connection and loss of baggage. Furthermore the check in staff at Gatwick were aware I would miss my flight and were unable to rebook my itinerary. Really poor customer experience. Furthermore following the loss of my baggage the airline handed my luggage to a really poor no name courier firm at Toronto who are seemingly unable to communicate. Again any other airline would use a reputable firm such as UPS, FedEx or DHL. Finally the A321 provides a really poor experience flying transatlantic. In total you are best spending your money on a full service airline such as British Airways or Lufthansa.

✅ Trip Verified | Would never recommend this airline. Let start off with the first flight where I purchase flight and upgrades to reserve seating and leg room. Roughly 700 additional each way plus the previous 1000 for the ticket. The day of the flight they decided to charge the plane and remove my reservation to the seats I paid for. Then placed me at the back of the plane with zero leg room. Being a 6ft tall male makes the seating they gave me quite uncomfortable. The plane was unfit to fly exhaust fumed from the engines entering th cabin, the seats falling apart and major electrical issues. Had the reading light on my flight on for 7hrs, no one could turn it off cause the button on my seat controlled the seat 5 rows ahead of mine. On top off all of this the flight team did nothing nor served drinks. Went 7hrs with out water was a joke. On the return flight same seat scenario occurred. My seats were changed even though they were pre reserved and then reconfirm after the first flight was a mess. They still managed to mess it up, along the flight the in flight manager was harrasing my parent who dont speak English, who had paid and reserved seating front row before first class (which they were trying to take). They want to give it to a young couple with a baby. So i came up from the rear of the plane to diffuse the problem and move my parents to help out the young couple out. Even though the couple was completely rude and disrespectful, we still helped out at our cost even though not only me paying 700x4 for upgrades which would of covered my parents to be moved to first class. They put them in the back of the plane and took out upgrade money. I began the claim in July and it is now 30+ days and they have yet to reach out to refund my money for the upgrades.

✅ Trip Verified | I booked an emergency flight to Amsterdam, but I got rejected while checking in because I don't have three doses of the covid-vaccine even though your own website and Amsterdam's government website states that you only need two to travel from Toronto to Amsterdam. I am considered fully vaccinated. You cost me not only missing the funeral, but my time, gas, tears, and money.

✅ Trip Verified | Toronto to Dublin. The worst airline anyone could ever think of, with ridiculous service and overworked staff. Lost baggage and nobody is even looking for it. My worst experience in air travel.

✅ Trip Verified | Departure was on time, however as soon as everyone was seated captain announced that they have no crew to fly and will have to go to London to get replacement crew, by doing so we lost about 3 hours. New crew started complaining about shortage of cups and some other stuff. In the flight captain announced that toilet's on the airplane stopped working and we will have to land in Montreal in order to look at it. Waist tank was full and needed to be pumped. After pumping the tank we continue to Toronto with total of 13.5 hours (6.5 hours delay).

✅ Trip Verified | Lisbon to Los Angeles via Montreal. As others have said, their lost luggage service is virtually non-existent. Air Transat lost a bag almost two months ago, and we still haven't gotten a reimbursement! Calling or emailing for an update is simply impossible. No one responds to email, the website is no help, and the baggage hotline just redirects to the website. I've never experienced such awful customer service in my life. It's no use buying a low-cost airfare if you're going to get screwed in the long run.

✅ Trip Verified | The waiting time for calling them is over 4 hours easily. We have this small rescue dog, weighing about 10lbs, we would like to bring her with us to the trip. Before we purchased the ticket, we checked airline website to see the pet policy, and it was stated, that we could pay for the pets in carry on bag. So I was trying to reach the airline to pre-pay for the carry-on pet. I was on hold for over an hour and talked to a gentleman who claimed he didn't know how to do it and transferred me to another line, which I waited for more than 3 hours, so by the time, i got to talk to the lady, the time had passed 72 hours prior boarding time. and i was told i couldn't pre-pay to reserve for the carry on dog, and i need to go to the desk on the departure day, My family arrived the evening before our flight and I double checked with the desk people, and an on duty manager said it was OK, I was hoping to pay and make sure she can come on board on the next day flight. The guy said i couldn't do it until 4 hours to departure. So we got to the desk 3 hours before departure, the line person, the desk person all let us pass and put a sticker on our dog's bag. We boarded the airplane. For this flight, I paid extra 175 for reserving some seats for my whole family. The flight attendant found our dog bag was in front of my husband's seat, which is a special seat, no other seat in front of him, complained the bag needs to be underneath the front seat, how we could get this seat first place with a dog carry on. They got a gate person up to complain, and the gated person wanted me to show the receipt we paid for the dog, i told her what happened, and i didn't get a chance to pay for her on the phone or through the check in desk. So she started accusing us smuggling in the dog, as if we were criminal, even we showed her the canal sticker on the bag, and told her we got checked in by their airline desk. She insisted throwing us off the airplane and was very rude. I begged for paying at the spot, she said there is no way for her to take the money. Finally i moved the dog bag to be in front of my seat, behind another seat, the plane attendants were OK with it, she still insisted in throwing us out, other passengers were trying to speak for us. Finally the pilot said it is OK to let us fly. The entire episode lasted over an hour. my family and I were totally stressed. We finally made it. I will never fly with them again.