Air Transat Customer Service Issues

Our confirmation number is [redacted] and the return flight is TS719 on 10/01/[redacted]. Rose-Lee Hatchard and Peggy Lee Atwell. We arrived in Porto yesterday, 09/18/[redacted], from Montreal, Canada. We were in Options Plus, but despite having legroom, the seats were too small. We tried calling your [redacted] number but no one was available. We are hoping to be moved to Club Class on our return flight because we couldn't sleep or get comfortable due to the lack of space. The tight seating didn't even allow us to use the tray table for meals. We had a very uncomfortable experience and are now dreading the return flight. We also had a delay in Lisbon, adding to our discomfort. Please contact us to address this issue before our departure date. Thank you.

I noticed that the surname of the second passenger, Peter Willis, is misspelled on my upcoming flights to Canada. I have already contacted TravelUp, the agency I booked with, and provided them with the correct passport and flight details. They informed me that they have escalated the issue to Air Transat and are awaiting a response, which was around two weeks ago now. I am willing to cover any fees associated with correcting this error. I would like to request Air Transat to re-issue the flights with the correct surname for my husband.

I am Elaine S. I booked a flight with Flighthub to Samana airport, Dominican Republic on Nov 3, [redacted]. Due to illness, I needed to change my flight back home to Nov 24th, [redacted]. I experienced a delay and confusion at the airport, feeling unwell and frustrated by the situation. Despite efforts made, I had to purchase a new ticket for $[redacted].37. I have documentation and a handwritten receipt for this expense. I am disappointed with the lack of urgency and empathy shown by airline staff. I am seeking reimbursement for the second ticket and would like a prompt resolution to this issue. Thank you for your attention to this matter.

I flew back to Toronto from Cuba on February 13th on Air Transat flight #TS695. The flight was delayed by 2 hours, departing Varadero at 14:50 instead of 12:55. Despite the delay, the flight arrived in Toronto at 6:15pm, which was fine for me as I had a connecting Air Canada flight #AC8615 to Sudbury at 21:55. Unfortunately, upon arrival, there was a delay in retrieving luggage due to a frozen loader issue, causing a delay of over 2 hours. This caused us to miss our Air Canada flight. Air Canada kindly rebooked us on the next morning's flight to Sudbury at 8am. Despite the inconvenience, they couldn't provide hotel accommodation. As a loyal Air Transat customer, I was upset by this experience and hope for some form of compensation. I have always enjoyed traveling with Air Transat in the past. I would appreciate a response regarding possible compensation. Thank you. Sincerely, S and B Canning.

I recently confirmed my mother's flight for today at 11:45. I verified and paid $13.99 for a window seat yesterday. Attempted to contact your customer service but was on hold for over an hour without a response. Upon arrival at the airport at 9am, I was directed to Air Canada but still faced issues despite waiting with protective gear due to my mother's age of 85. Contacted Air Canada and held for over an hour to be told nothing could be done. After multiple failed attempts to reach you, was informed no refund would be given, and a new booking for July 31 would be made, which is unacceptable. Previous flights booked through CheapOAir were satisfactory, but the recent experience was disappointing and shocking. The original round trip cost was $[redacted].14.

Hello, I recently booked a flight from YUL to CDG. Unfortunately, I found out that CDG requires a COVID test result, which I can't obtain. I tried to cancel my flight online, but the service wasn't working properly despite inputting all the correct information. As I am currently quarantined outside the US, I can't call customer service. Therefore, I'm reaching out to cancel my flight. My confirmation number is SJ65VE, and my name is Yuan W. I would be grateful for your assistance in canceling the flight. Thank you.

We had flights to Canada scheduled for August [redacted], but could not travel due to Covid restrictions. We used a third-party company, Travel Junction, who informed us about Air Transat charging approximately £[redacted].00 each for the cancellation. We need to verify this as we were compelled to cancel due to travel restrictions. Our itinerary included the following flights: Thu 30/7/20 - Flight TS209 to Toronto, Thu 30/07/20 - Flight TS932 to Vancouver, and Sun 16/08/20 - Flight TS162 to Manchester. Any assistance on this issue is greatly welcomed.

I had a flight booked to travel to Toronto on 06/04/[redacted] with TS123 and return to Gatwick on 18/04/[redacted] with WS003. After contacting Sky Scanner for assistance, I was directed to Air Transat but did not receive the promised telephone number. I have learned that a full refund is available for flights scheduled after February [redacted] and would like to formally request this refund instead of receiving credits, considering the uncertainty of future travel to Canada. The cost of the flight was £[redacted].88. I look forward to a prompt response regarding this matter. -SJ

I need to change my return flight from Lisbon to Vancouver from Oct 25, [redacted], to Dec 3, [redacted], due to my mother's terminal illness. However, I noticed there are no return flights scheduled to Vancouver during that time. I feel it's unfair that I might lose out on half the cost of the flight due to unavailable return flights to Vancouver. It would have been preferable if this information was clear when I booked. I suggest considering adding Vancouver flights in winter for passengers like me. As I see Vancouver back on the schedule in May, I would like to transfer my unused ticket to a flight in [redacted] when my wife and I plan to return to Portugal. Your attention to this matter is appreciated. Thank you, C. and E. Rego.

I have been trying to reach Air Transat customer service through various email addresses without any response. When I attempted to call, I was informed of long wait times. Living in England, calling Canada is expensive; hence, why I prefer email communication. Below is the message I sent: Subject: Refund Request for Booking Ref: 9EPGED Dear Sirs, I had a booking (Ref: 9EPGED) for a flight from Toronto (YYZ) to Manchester (MAN) scheduled for August 8th, [redacted]. This flight was cancelled on June 15th, [redacted], due to the Covid-19 pandemic. I received an "Air Transat Credit Voucher" for £[redacted].06, which I understand is valid for 24 months. Considering my health and age, I do not plan to travel to Canada anytime soon. As per the agreement with the Canadian government, I kindly request a full refund of the voucher amount. Best regards, Norman Arnison 34 Hillfoot Drive Pudsey, Leeds, LS28 7QL, England Cell: [redacted]5 Email: [redacted]

Hello, I have a flight booked from London to Toronto on the 14th of December. I recently uploaded my vaccination status on the 3rd of December. However, I realized that AirCAN recommends doing this at least 14 days before the travel date. (I received the AstraZeneca vaccine followed by a Pfizer booster.) I am concerned about being denied boarding at London Gatwick on the 14th or facing issues upon arrival at Toronto Pearson airport. Any guidance on this matter would be greatly appreciated. Thank you, Barbara.

When I booked a package for my family to South with an infant, I couldn't choose a seat in the front for the bassinet initially. Now, when I try to manage my booking, I see that my flight is "ineligible for extra options." Even though it's the 24-hour check-in period, I still can't select a suitable seat to travel comfortably with my baby. I need assistance in getting a seat with a bassinet for our upcoming flight tomorrow or at least for our return flight in 7 days.

I have been attempting to reach out to "Air Transat" regarding a flight I booked in [redacted] that was cancelled. The flight was from Toronto (YYZ) to Manchester (MAN) on 08/08/[redacted], costing me £[redacted].06. Despite receiving a voucher due to the Covid-19 pandemic, I am now unable to use it and would like a cash refund instead. I have been unsuccessful in contacting customer service via email or phone, and would appreciate any assistance with this issue. The refund form on their website seems to only cater to existing claims, and when I input my flight details, I receive the message "Not a valid Ref No."

Hello, my name is Hilien Santana. I reside in Kentucky, USA, and I have a flight scheduled with Transat on December 21 at 6:30am from Toronto to Varadero. I encountered some difficulties due to the airlines' sudden policy adjustments. My husband and I each have luggage - I have a TV and my husband has one checked bag that we are unable to take with us because of the updated policy. It seems we will need to ship them via Cargo. The TV is 50 inches, and the bag meets the required dimensions. Both items only contain clothing. Could someone provide me with the necessary assistance and information? Thank you.

I enrolled my children in your kids club. Recently, I paid an additional $[redacted] for seat selection because I wanted to ensure my kids stayed with me during the flight. However, I later discovered that the kids club membership includes free seat selection, and the system would've placed my children with me and their father anyway. I would like to know how I can utilize their memberships to secure seats together and request a refund for the seat selection. The location of the seats is not a concern for me as long as we can sit together. Thank you.

I am a Canadian citizen currently in the UK. I was double vaccinated and unfortunately contracted Covid. I received a positive result from the National Health Service on the 1st of December. I am now recovered, with clear home test results, but it seems my PCR test might still show positive due to natural antibodies. I am not infectious and safe to travel. Will I need documentation to board my flight to Toronto on the 22nd of December? I have been trying to contact Air Transat without success and don't want to risk being denied boarding after a two-hour journey to the airport. Thank you. - C. L.

I bought a ticket from AirTransat and their travel insurance for flexibility in canceling. I've submitted the cancellation form twice, but it's been weeks with no progress. Online cancellation isn't possible, so I called, but the estimated wait time of 2 hours has turned into 3.5 hours with no response. I urgently need a refund or just some human assistance to understand the process, as there's no information online. The customer service experience has been disappointing and frustrating.

Our vacation to the South in October [redacted], scheduled for February 7th-20th [redacted] with Confirmation #[redacted]5, has hit a snag. We discovered through our Facebook group in November that the hotel is now delaying its opening until May [redacted]. Despite waiting weeks, we never received a call from AirTran sat or Sell off Vacations regarding our options. Concerned about the limited availability of rooms, we decided to contact Sell off Vacations ourselves. We managed to change our hotel reservations for a fee and maintained our Flex Option cancellation insurance. However, we recently learned that others in the Facebook group have been offered various options, including a switch to the 5-star Paradisus Rio De Oro & Spa at no additional cost. We are eager to explore this possibility and would appreciate being contacted about changing our accommodations to the Paradisus Rio De Oro & Spa for the same dates. Your prompt attention to this matter is greatly appreciated. Thank you, Wendy & Peter Meyer

I made a flight booking to Puerto Vallarta on Feb. 24, [redacted] with Booking ID-[redacted] via MyFlightSearch. On Sept. 29, [redacted], I received an Urgent Change notification informing me that my flight was canceled due to Covid-19. I spoke with Jack around 11:15 a.m. on the same day, who attempted to process a refund to my credit card, but it was delayed. Despite reassurances, no refund was received. On June 23, [redacted], I was informed via email that there were issues processing the refund to my credit card and that a refund check would be sent to my mailing address. However, the refund has not been received. Despite multiple calls to MyFlightSearch customer service, I keep being told that the check is on the way. I am seeking assistance with resolving this issue as soon as possible. I am frustrated and disappointed by the lack of service and poor communication following the flight cancellation. This situation was beyond my control. Thank you, R. Zboya

I booked a flight from Toronto to Lisbon via CIBC Rewards two months ago. Recently, there was a change made to the flight. Today, I purchased Options Plus on the AirTransat website, including seats, with a payment of $[redacted] debited immediately from my bank account. After trying to view the itinerary, it showed as unavailable, and I have not received a confirmation. I am looking to add more luggage but cannot confirm if the seats are secured. The changes are not reflecting on the app, and I have tried to contact support for over 2 hours now. My Agency booking number is 3QCEQ6, and the Transat booking number is SR2LKL. I would appreciate a call or confirmation regarding the status of my seats and luggage for Options Plus. Thank you.