Air Transat Reviews 409

Flights were fine but customer service has been horrible. We had the unfortunate experience of having our last flight of our overseas journey deleted and not replaced, leaving us stranded with 2 small kids in Toronto. Ended up booking our own flights back home and Air Transat has been no help with resolving this from the time we were in the airport to date. In fact, the claim I submitted on their website was also somehow deleted without any communication to me.

false and misleading info put us in a resort we did not want
refused to be reasonable about changes made it seem like it was our fault they get away with far too much

This is what we paid for.

Sunscape Coco Punta Cana is the ideal place for families, with rooms specially designed to accommodate up to five people. Enjoy tropical, pool or ocean views from your room. For an even more exclusive experience, consider upgrading to the Sun Club, where some accommodations even offer direct pool access.

Gourmet dining is available 24 hours a day, with snacks and drinks available at all times. Sample delicious local flavours while listening to live music in the evenings. And the highlight is the unlimited a la carte dinners, where you can enjoy exquisite international cuisine, all without prior reservation.

Junior Suite, Pool Access (Sun Club)
Highlights
Balcony or patio
Air conditioning
Minibar (some free items)
TV
Renovated in 2023
Blackout drapes/curtains
Ceiling fan
Hair dryer

The inflight entertainment did not work on the way to Punta Cana nor on the way back to London.

We arrived at the Sunscape at midnight and registered at the front desk. Went to
the room assigned in Building 2 and it was already occupied. We were assigned another room (ending in 35 which means a long way from the one elevator). The elevator was a long way to walk with my bad leg and cane. Signage indicated there is an elevator at both ends of the building. Not the case, only one elevator in the building.

After requesting a first-floor room, we were moved to the third floor close to the elevator which made it easier for me. People that were transferred to Sunscape Coco from the Jewel were assigned rooms on the ground floor. By the 4th or 5th day those transferred form the Jewel were offered to transfer to Dreams. Still no 1st floor room available for my wife and I.

Other issues with the room include no bath robes, no turn down service, and room not cleaned 2 of the days during our stay. For the 1st three days no shower then cold water only on the 4th day. Eventually we got hot water in the shower. This was an issue for the entire building. Our vacation wasn’t ideal taking a sponge bath from the sink which was also a problem with hot water. We constantly had to ask for clean bath towels.

On February 2nd our problems expanded to out side the room. The family side pool was shut down for repairs (apparently not renovated in 2023). In addition, the Windows dining room was also closed on the family side. As a result, 100 plus lounges were moved to our pool resulting in lounges being jammed together (not what we paid for). Also, the family side activities were moved to our pool. Now the Sun Club had us packed in like sardines and we were subjected to loud music in our quite pool area. We went to the beach to get away from the music and overgrounded conditions. Non stop loud music played from 10AM until 6PM.

Closure of Windows ding room resulted in waiting an hour in line to access the restaurants that didn’t require a reservation. A map of the property with location of the restaurants and other amenities would have been helpful and the website indicated there would be maps. The Kaleidoscope buffet (Sun Club dining room) was overcrowded; however, the serving staff maintained their extremely good and friendly service despite their overwhelming work load. We admit that food met our expectations. On the other hand, premium alcohol seemed to vanish with the pool closure. White and Red wine wasn’t fit for consumption.

Three years prior, we visited the resort under the name Be-live and had none of these problems. When we saw that the Hyatt had acquired the resort and updated in 2023, we expected an enjoyable 2-week vacation. The Hyatt is supposed to be high quality. That didn’t happen. In our opinion, it went downhill rather than improved.

We definitely believe that we should be compensated for our second week.

We booked a daytime flight and asked for a window seat because my fiance needs to be able to look out of the window as she's a very nervous flier. The extremely aggressive air hostess demanded the blind be closed as soon as we took off for the duration of the 8 hour daytime flight. She then called my fiance a 'minority' and suggested that meant she had no rights to have her blind open. We are horrified by this vulgar attack. We will be seeking legal advice, contacting the media and leaving complaints everywhere possible. This racist and aggressive attack from an Air Transat employee will not be tolerated.

To be honest we have not taken our flight as yet but already we feel scammed. We booked our tickets and five days prior to departure we received a message from Air Transat that we were eligible for an upgrade which was totally unsolicited by us. They put forward a price for the tickets which we then provided in our acceptance with a note following from Air Transat saying our bid was submitted. Not being sure what a bid meant we called and were told that our upgrade if accepted would be accepted 26 hours before flight departure. The appointed time arrived and a message arrived saying thank you for submitting your bid but unfortunately your bid was not accepted this time. We are not sure who in management considers this good customer service but to us it appears they are playing customers against each other to achieve highest price offered for a seat. The price we offered was supplied by Air Transat and it would be our choice whether to accept it. We did accept their price so it would seem to be accepted not be submitted as a bid against someone else. Seems terribly dishonest and a most unusual business practice. We will think twice about booking Air Transat again if they can’t be upfront with the price for their seats.

We flew from Halifax to Punta Cana with our two kids and realized we left our passports in the overhead compartment on the plane as soon as we deplaned. Rather than help us retrieve them air transat helped us get deported to a different city (Montreal) more than a 13 hour drive from our house and left us stranded with no passports, luggage, or way home. They also took over an hour to come and talk to us at the airport in Punta Cana. It would have taken them 5 minutes to check the plane. Vacation ruined. Don’t expect them to help with anything.

DON'T USE AIR TRANSAT. CUSTOMER SERVICE SUCKS!!!!

Enjoyed our 15 Day European Getaway and started and ended with Air Transat.

The Flight over was Excellent. Mind you it should be when you upgrade to CLUB Class.

The Holiday was also full of Memories.

Till the trip home. WOW!!! How can Air Transat be so enjoyable on the 1st leg and down right horrible on the return leg????

When it starts with Upgrading to CLUB Class. I sat on the Facebook Customer service for over 3 hours to upgrade out seats to CLUB Class on the return flight. After not getting any service we decided to wait till we get to the air port and do the upgrade if possible at the counter.

2 weeks later at the air port in Barcelona we went to the CLUB CLASS Check-in. to see if it was possible to upgrade. We were told no CLUB CLASS Seat are available. even to know this was not true. More on this later...

After that they wanted to weigh our carry on baggage. All 4 of us did our first trip with Carry on bags and it was great.

We weight our bags and they were 9kg, 9.5kg, 10kg and one at 11kg. Please Note if you go on Air Transat website they note NO Weight restrictions on carry on bags. most air lines are between 12kg and 15kg. We were ALL under this amount.

The only thing Air Transat notes is the size of the carry on. 9" deep x 16" wide x 20" tall. All of ours were 9" deep x 14.5" wide x 19.5" tall. Under the restrictions setout by Air Transat.

Well the counter agent was more interested in charging me for the carry on bags since in her eyes they were over weight and too big. When based on Air Transat own criteria they meet or restrictions.

So we are faced with missing the flight or be extorted for the money. The Cost was $441.96 CAD for (4) carry ons that meet Air Transat policy.

Tried to get Air Tansat Customer service on the phone and sat on Facebook for another 2 hrs. had to hang up as we were boarding.

Once on the plane I told the head flight person my issue with check-in and told her this could have been all dealt with if there was CLUB CLASS Seats available. She then noted there are CLUB Seat Available. She confirmed that there were (4) seats and I said I will take them at $500 each.

When she came back to process the payment they noted that (2) had been already taken and upgraded my Wife and Daughter to CLUB CLASS. My son and I stay in our Economy seats.

NOW with CLUB CLASS you get (4) checked bags at 23kg each. I asked if I had a case to cover the cost of our carry on under this upgrade and I was told absolutely. Then she followed up with did I get Charged for carry on. I said yes. When taking our carry on to the CLUB Class she asked why did you get charged as they bags are not over weight. I noted NO IDEA!!!

Fast forward to today. Since our return I have sent emails to Air Transat Customer Services on Sep 11th, Oct 7th, 26th, Nov 5th, 28th, Dec 4th, 5th, 22nd, 27th, 2023 & Jan 6th, 14th 18th, and 28th, 2024. All I get is we didn't meet the criteria for carry on baggage. Of which I respond with the weights, and size are all under or match Air Transat requirements. I get NO RESPONSE WHEN I NOTE THIS AND EVEN PROVIDE THERE OWN WEBSITE AS BACK UP TO MY CLAIM.

CUSTOMER SERVICE TODAY IS CRAP and getting a Person is even harder.

I have just books for Overseas Travel to Greece this year and paid a bit more just NOT TO DEAL WITH AIR TRANSAT!!!

YOU SHOULD DO THE SAME...

HAPPY HOLIDAY Planning on you Next Holiday and DON'T USE AIR TRANSAT.
Date of travel: September 2023

Absolutely the worst experience of our lives, problem with the plane shortly after takeoff, so went back to Pearson, and that’s when everything went wrong. Waited 5 hours, to finally get another plane, then get to airport in Mexico, we waited another 3 hours before we finally got a ride to the resort, because Air Transat did not communicate whit the airport in Mexico, we lost a whole day thanks to Poor communication on Air Transat side, and on top off that we paid for extra leg room, which we did not get on the second plane or on the ride home, we better get a refund for that, but I’m sure they will all kinds of pathetic excuses, just like all big companies do. I have never been so disappointed in my life 😡😡

Complete waste of time beginning a booking with these clowns. Their app was hard to use so hit 1 instead of 2 to book. Would not rebook without charging a 250 cancelation fee. So called lead was out and out ignorant. They took the 250, instead of allowing me to rebook spending thousands. Wow!!! Poor business decision there. Go somewhere else to book flights. Trust me.

Original plan. Depart at 2:50pm. Arrive at 7:30pm.
Vibrations in the plane forced them to turn around and go back to Pearson. We were told we would be departing again at 7:30pm. After a little while we were then told 8pm departure. We're all given $30 in meal vouchers. Then departure changed again to 9pm.
Departed shortly after 9pm. Arrives in Cancun at 1:40am. Went directly to air Transat rep and told to go to platform 150 to be taken to resort. After a long time and a lot of back and forth bickering it was decided to send the bus full out and leave 10 of us passengers to wait, with no plan. First they said we could take a taxi and would be reimbursed, but then the manager they were talking backed out and said they would not actually remburse us. The cost of which was to be over $300usd. I am writing this at 4:45am still sitting at platform 150, with 3 Transat reps supposedly trying to arrange a ride to the resort. Last told that a ride could possibly be here at 5:30am. But they are not sure. May have to wait until the next plane arrives at 8am. Shuttle arrived at 4:55am.
Flight ts426
Flight ts9426

I wanted to book a flight at the same time as my son and daughter-in-law. I inadvertently booked a later time flight (same day). I called Air Transat to see if I could change the flight the the earlier one in the day (I was willing to pay a fee) and they said that the type of ticket I have is not eligible to be modified (even though the cost of the ticket was identical).

Horrible experience!!!! Flying from Dominican Republic to Toronto. We were 2 hours late because apparently belt broke. So now we got to Toronto and we have to sit in the plane for more than an hour because we apparently don’t have a gate ??? It stinks like gasoline, it’s hot , we ask for water they said they packed everything already 🙄 kids are cranky, some throwing up … horrible

I just wanted to share an exceptional experience I had today with Air Transat. I had called to book my seats and make arrangements for over sized luggage for my upcoming trip. (Golf clubs) The first person I spoke to after all the automated prompts and waiting approx. 3-4 mins asked how they can help me and then transferred my call. After another 3-4 min wait I spoke to Jad who apparently was not who I should have been transferred to. After disclosing that someone else I had already spoke to had transferred me to him, of transferring me again he offered to help me even though he was not familiar with the process of processing my request he promptly obtain instructions and took it upon himself to action my request. He took the time to fully explain and provided full disclosure of the airline’s policy. I have never experienced such outstanding customer service and the interaction with Jad basically made my very frustrating day into a great day.
I will definitely be recommending Air Transat to my friends and family.

I recently had an incredibly frustrating experience with Air Transat that left me feeling disrespected and undervalued as a customer. Upon arriving at the check-in counter, I was informed that my luggage was 2 kg over the weight limit and that I would be required to pay an additional $100. Instead of immediately agreeing to the fee, I decided to rearrange some items from my checked luggage into my carry-on to avoid the extra charge. Surprisingly, when I returned to the counter, I was offered the option to check in the extra luggage for free. This sudden change in policy left me bewildered and feeling as though I was being taken advantage of.

When I attempted to express my confusion and dissatisfaction with the situation to the staff member, I was met with extreme rudeness and dismissiveness. I requested the staff member's name, and instead of addressing my concerns professionally, she directed me to speak to her manager. When I asked to speak to the manager, I was informed that he was unavailable, and they refused to call him on my behalf. This lack of accountability and refusal to address my concerns only added to my frustration.

The staff's explanation for the sudden change in policy was that they were offering to check in luggage because the aircraft had limited space. However, their explanation did not justify the inconsistency and lack of clarity in their policies. The staff's dismissive attitude and refusal to engage in a meaningful conversation only served to highlight their short-sightedness and lack of customer service skills.

Overall, my experience with Air Transat left me feeling disrespected and undervalued as a customer. The inconsistent and arbitrary application of their policies, combined with the rude and unprofessional behavior of their staff, has left me with a negative impression of the airline. I hope that Air Transat takes steps to address these issues and improve their customer service in the future.

I booked the flight under TS558 which departed at 2023/12/22 with my friend.

When I tried to fill out the form (dviajeros) - the form before entering to Cuba. My nationality is not under the selection nationality (I'm from Taiwan). When I arrived at the Perason airport I informed the field flight attendant, and the flight attendant told me “It’s fine just used China as my nationality.” I asked them are you sure cause we got 2 different passports, and she said IT’S FINE”. However, when my and I friend landed in Cuba, the customs stopped me. They told me I could not use my passport to enter Cuba, so they “DO NOT Recognize Taiwan’s PASSPORT”. In their country Taiwan “DOES NOT EXIST”. Which they need to send us back to CANADA straight away.

I am very disappointed and worried, sad and anxious. I booked this flight before Christmas with my friend and hope we can spend all the Christmas time in Cuba.
We booked the hotels, and planned all the activities before we went to Cuba - however, the result was that we got deported from the country.

This is my first time getting deported from a country and the reason is my passport “DOES NOT EXIST”, “THEY DO NOT RECOGNIZE MY PASSPORT CAUSE TAIWAN DOES NOT EXIST IN THEIR COUNTRY”.

If I had known that before when I booked my flight or before I got on the flight, I will not go on that flight.

We got deported from the country and they sent us back to Canada. When we landed in Canada it’s 2:30 am. There’s no way for us to go back home (we live in London Ontario, which is 3 hours away from Toronto). We need to book a hotel and stay for one night (which cost me an extra $140 for the night).

Everything just happened before Christmas and I am super disappointed with air transit.
If you had posted it “Taiwanese does not allow to to entering Cuba or etc”, I would never booked to flight and the hotel. This is so humanity when they told me my country does not exist.

This is super shocking for me as it’s never happened before in my life, especially before Christmas and New Year.

I have tried to call and talk with customer service serval times - I never got any response.

If you need me to provide more evidence that I got deported, please contact me with me!!!! i have send so serval email to your customer service!!!!!!!!
And i hope no one! no one! got this kind of experience before Christmas and New Year!!!!!!!!!!!!!!!!!

Paid for options plus seat selection we book row 4 a and b next thing you know they move us to row 36 this company is unreal why do we book our seats then they put us where ever they want poor and bad company they love taking our money 🤑

My recent experience with AirTransat on December 15, 2023, from Montreal to Cozumel, has caused me profound disappointment and distress. My small, seven-kilogram dog, Paco, was denied boarding solely due to his height exceeding the company's arbitrary and inflexible ten-inch limit by a mere one inch.

As a frequent flyer with AirTransat, I have consistently encountered seamless travel experiences for my pet in the past. This sudden inconsistency demonstrates a disregard for established practices and a lack of understanding for the emotional significance of traveling with beloved companions.

The denial of boarding at the last minute not only disrupted my carefully planned holiday with family but also inflicted emotional hardship. Paco is an integral part of our family, and his absence at our gathering leaves a significant void.

Furthermore, the lack of flexibility and compassionate understanding from AirTransat personnel compounded the issue. No genuine attempt was made to find a solution or offer alternative options, forcing me to scramble for last-minute arrangements with another airline.

This incident raises serious concerns about AirTransat's commitment to its customers and their well-being. The pet policy, in its current form, appears unnecessarily rigid and fails to take into account individual circumstances or potential harmless deviations from the set parameters.

Therefore, I urge AirTransat to undertake a thorough review of its pet policy with the following considerations:
* Implement greater flexibility and discretion: A one-inch discrepancy in height, particularly for smaller breeds, should not be an automatic disqualification.
* Prioritize individual assessments: Each pet's temperament and suitability for air travel should be evaluated, allowing for responsible exceptions to blanket rules.
* Emphasize customer care: Train personnel to handle delicate situations with empathy and provide meaningful assistance to find solutions.

Until these critical actions are taken, I cannot, in good conscience, recommend AirTransat to fellow travelers, especially those wishing to fly with their pets. This airline's failure to prioritize both animal welfare and customer satisfaction has irrevocably eroded my trust and confidence.

Sincerely,

This is the worst company that I've ever dealt with. Their customer service is b******* and the gouge their customers. They offer their flights to hola Sun at a considerably lower price than they offer to their own customers. I waited on hold for 45 minutes and then the person who answered wouldn't even allow me to speak to a supervisor before they eventually hung up on me. I'll never be flying with this company again. They have so many rules and conditions to any of their offerings. So please be careful because they will end up costing you so much more than any other comparable airline.

Flew out of London ontario to punta cana. Had a good flight the air hostesses and pilots were very pleasant and helpful. The food was good and I didn't mind paying for it. I am on holiday. Thank you for a great service. Nice to see a Canadian firm working. Let's make canada great. Stop knocking our folks.

I paid for a specific seat, window, near front. At check in I was reassigned to an aisle seat at the back of the bus. The check in person told me that I could obtain a refund of the seat premium by contacting customer service. I phoned them. They said they didn't believe me; prove it. I filed the appropriate documents. I've been doing that repeatedly since September without hearing anything in response.