Transat Vacations Reviews (%countItem)
Transat Vacations Rating
Address: Suite 500 300 Léo-Pariseau St, Montreal, Quebec, Canada, H2X 4C2
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Address: Suite 500 300 Léo-Pariseau St, Montreal, Quebec, Canada, H2X 4C2
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My family and I traveled from Halifax, Nova Scotia on February 16th 2020 to Orlando, Florida. We flew on Air Transat. On the flight down we traveled with a car seat for my 4 year old son that he is legally required to sit in as he is under the height and weight requirements for both NS and Florida. On the flight down we had to bring the seat over in the Halifax airport for it to be inspected and then it was bagged and sent on its way. The seat arrived in Florida in tact and in perfect condition. However, when we flew out of Orlando on February 23rd, 2020 on Air Transat, they would not put a clear plastic bag on the seat, they said it would be inspected "in the back" and then bagged. However, when the seat arrived in Halifax it was bag-less and the belts had been ripped out of the seat making the seat unusable. I contacted Air Transat and informed them of the damage to the seat and they agreed based on the age and name brand of the seat to compensate us to a max of 150 plus tax. However, they required we order the seat UP FRONT and then submit the receipt for reimbursement. I ordered the seat on March 9th, 2020 for a total cost of 172.47 (149.97 plus tax) and submitted the receipt to their Centrale Bagages department. On March 11th, they contacted me and said they received the receipt and they were sending the cheque which I should receive in 10 days. After a month I emailed them again, and I was told that they laid off most of their staff and could not complete the request.
We
appreciate your forwarding the clients’ comments to us regarding their recent
experience with Transat. Client feedback is always welcome and plays an
invaluable role in our continued efforts to enhance our services.With regards to their claim, we confirm the central baggage team of Air Transat has requested the cheque to our accounting department in March. However, due to the pandemic and as many others companies, we have reduced to a minimum the amount of employees, including accounting team.
We have confirmed to the customer that as soon as we resume our operations in July and as son as we call back some of our staff, we will issue the cheque and send it to the customers as promised.
We thank
you once again for contacting us. We thank your attention
Complaint: ***
I am rejecting this response because:
No one from Air Transat gave any date for when the refund would be issued for this car seat. I am willing to wait another month provided I get a contact person's email to follow up in July as I have little faith this is just happen without getting in contact again.
Sincerely
Hello,
Your case number with Air Transat is *** and this is where the cheque has been requested. You can always follow up with us by replying to the original email you had sent us, last one was in May. When you do so, it will be linked automatically to your case and I will personally take care of it. My name is ***.
Thank you again for your understanding.
:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have a flight booked to Europe leaving on May 23rd, that Air Transat cancelled due to the Covid-19 as I was to received a voucher for the full amount of what I paid for the trip. I paid in US dollars as was assured by Air Transat that I will receive the voucher in US dollars. When I called into book a future trip I was told the voucher was only in Canadian Dollars which was different to the documentation provided by Air Transat. I was also told that I could only use the voucher on the two passengers on the original booking and no one else. From what I see is that Air Transat has provided false information to their customers and should be held accountable.
We
appreciate your forwarding the clients’ comments to us regarding their recent
experience with Transat. Client feedback is always welcome and plays an
invaluable role in our continued efforts to enhance our services. We were sorry to note that they were not entirely satisfied with the offer of
the future travel vouchers valid for 24 months.
Allow us to advise that the customer also contacted us by email regarding this situation and we will respond to him advising the voucher can be issued in the same currency they paid. This will be done at the time of payment of the new booking.
With regards to the voucher and who can use it, allow us to advise that they cannot be transferred to someone else. However, if the customer is on the new booking with other passengers, he can use the full amount of his voucher without any problem.
We thank your attention.
***
Customer Relations
:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
As a Loyal client, I'm glad that Air Transat is willing to work with the customer to allow them to use the voucher for the original 2 and other family members travelling together on the same itinerary.
Thanks you Air Transat for your response and flexibility. It is much appreciated.
Sincerely
My wife and I booked a trip with Air Transat to go to Cuba on April 24th 2020. Of course due to the nature of the corona virus impact the trip was cancelled by Air Transat. They have refused a refund on multiple occasions and just state that they are within their legal right to hold my funds by giving us a 2 year credit. I am very worried they will become insolvent during this time and am demanding a refund as my family could use this money in this trying time. I would appreciate some help from the *** as I truly believe this not to be a sound business practice.
Dear Colleagues,
Due to the current pandemic (COVID-19) and travel restrictions, we have had to make changes to our flight operations and announce the gradual suspension of our flights until May 31, 2020.
Due to this extreme circumstance, a credit valid 24 months is offered to all passengers for future travel to be completed within those 24 months. Please note that Mr. and Mrs, ***'s reservation has been automatically cancelled and a credit valid for 24 months has been added. Regrettably no refund will be processed.
The Canadian Transportation Agency (CTA) statement published on March 25, 2020 regarding the issuance of credits also supports this solution and believes that it’s "an appropriate approach in the current context". In this regard, we refer you to the Statement on Vouchers which can be found at ***.
We sincerely apologize for this exceptional situation which is beyond our control and thank you for your understanding.
Customer Relations Team
TRANSAT
Complaint: ***
I am rejecting this response because: They say this is an exceptional situation outside of their control which we can all agree to. The fact that they will not refund my money is my issue not that I could not go on the trip. I have legitimate worries that their business model is not ready to handle this stop in business and that they have a high potential to go under. If that happens all consumers in my situation will lose their money through no fault of our own. A reputable company would give back what they took in good faith no matter what the circumstances that caused the disruption. I did not give you my money for a trip within 24 months. I gave it to you for a trip during specific dates that work for my family and situation which very well may not be the case again in the next 24 months. Especially given the fact that money is tight for everyone right now. If I cannot use the credit which I did not ask or want what happens to my money then? I cannot see any logical reason that you cannot refund my money other than you cannot afford to which enhances my point above around the fact that you may not come out of this. I would ask one last time that you refund my money in full. If not I will be forced to join in the class action lawsuit against your company and I promise I will not be just asking for a refund. I will be asking for compensation for all the time and effort this has taken and this conversation will be apart of that legal discussion.
Sincerely
Dear Colleagues,
As previously indicated, these are quite extraordinary circumstances, when all airlines and travel companies were forced to temporarily stop or drastically reduce their activities when governments decided to close their borders.
In the name of public health and the protection of populations, Transat supports these decisions, but they place an unprecedented burden on the industry, and call into question its very existence.
We believe that, in such a situation of force majeure, which is well beyond our control, we do not have to fully reimburse any outstanding travel. By issuing a 24-month credit voucher, we believe that we are offering a solution that offers a great deal of flexibility to our customers and we are convinced that they will be able to travel again in the near future, once the crisis is behind us. This position is supported by the Canadian Transportation Agency.
We thank you for your understanding
Customer Relations Team
TRANSAT
hello...air transat will not offer a refund for a cancelled trip...,just a time limited credit which I cannot accept
thank you
We appreciate your forwarding the clients’ comments to us
regarding their recent experience with Transat. Client feedback is always
welcome and plays an invaluable role in our continued efforts to enhance our
services. We were sorry to note that they were not entirely satisfied with the offer of
the future travel vouchers valid for 24 months.
We
are managing a situation of force majeure. In the light of the pandemic,
restrictions are put forward by the governments of our destinations, which
oblige us to take action. This is beyond our control. We certainly appreciate your opinion and perception of our services, we thank
you once again for contacting us. We sincerely hope they will consider
traveling with Air Transat in the future as we would welcome the opportunity to
serve them again and regain their confidence. We thank your attention,
Sincerely
My family booked a vacation through Transat for April 3, 2020 to Mexico from Toronto. Obviously with the COVID-19 pandemic, we are unable to go. Transat has stated that since they will/have cancelled the flight that the customer will get a credit which can be used upto 24months after April 3, 2020. This is great. However, the ideal thing to do would be to provide customers an actual refund. By doing so, I'm sure a customer would re-book with Transat in the future for their understanding/gratitude. But mostly, at a time like this where people can't work and there is a loss of income, getting a full refund would greatly assist in being able to pay bills/expenses at such a crucial time.
We
appreciate your forwarding the clients’ comments to us regarding their recent
experience with Transat. Client
feedback is always welcome and plays an invaluable role in our continued
efforts to enhance our services.We were sorry to note
that they were not entirely satisfied with the offer of the future travel vouchers valid for 24 months.
We are managing a situation of force majeure. In the light of the pandemic, restrictions are put forward by the governments of our destinations, which oblige us to take action. This is beyond our control.
We certainly appreciate your opinion and perception of our services, we thank you once again for contacting us. We sincerely hope they will consider traveling with Air Transat in the future as we would welcome the opportunity to serve them again and regain their confidence. We thank your attention,
Sincerely
:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
As mentioned, I understand Transat's policy and the tough times they are facing in all of this COVID-19 pandemic, however, it would have been nice for them to take the stance that other similar companies (like ***) took and to refund customers their money (even though that isn't what they had to do) since they understand that the people of Canada are all experiencing major troubles during this time. Again, the refunded money could go towards mortgage, rent, food, electricity/water bills and customers would have certainly been loyal to Transat (in my opinion) had they taken a similar stance to ***.
However, their public perception/marketing is not something I control. I just wanted to point the issue out I believe many Canadians like myself are in as a result of a company just not willing to do the "absolute" right thing. They tried and I appreciate that, but clearly they want to tie the customer to the purchase which is in accordance to the policies so I can't argue that.
Sincerely