Air Transat Reviews 405

Waiting times on the lines are crazy. Have been waiting for it almost half an hour now. There are only 2 people working.

You have to answer all the prompts just to then provide the info again to the agent... Madness.

Called in to add my infant son to my booking. Third time on hold and the agent has not even asked for babies name. Can not even provide confidnce that she know what is i am asking for. Using words like cancel ticket and get new one.

Worst airline!!! Stuck over 36h due to “mechanical issues” yet other planes were arriving instead of giving us a new plane we keep getting dragged around with hour delays or daily delays. Stuck in hot conditions without proper compensations.

NO COMMUNICATION until last second !! Terrible terrible !

If I had a chance to choose a rating it would have been no star . Customer service is horrible. Staff are rude . No meal provide ( even if I could have buy ) no option for suite case , when booking a suit case the price is over price for 22 lb paid $90 . Let’s make sense who travel without put clothes . Finally this will be the last and final flight with this airline .

Recent flew in club class to Lisbon. Meal was not great even ordered meal weeks in advance but was not recorded and was relegated to whatever was left over. Legroom on this flight was awful same as economy. Note option plus change for the worst. Booked 6 months in advance for return flight was told changes recently made which only give access to boarding early, no more snacks. Blankets or ear phone. Would think twice about paying extra for service that doesn’t give the service specified.

Flew with air Transat a few times to and from Manchester, UK. Good prices, excellent flight times. Just wish they would bring back the Vancouver flights.

I was forced to check a bag that they claimed was too big for the cabin. It absolutely wasn’t. People with bags much bigger than mine were allowed to board the plane no problem. An absolute scam and I will never fly with them again.

Air hostesses were welcoming, with a genuine smile. No racism felt at all.
Service was very professional and polite. Clearly informed what is for extra charges and what is inclusive in my flight fare.
Plane was clean. Temperature was great.
On time flights.
All inclusive package was great. Very responsible pick up and drop off service provided with safe drivers.
Thanks for everything. We would use this flight for our future trips too.

-Annulation de vol
-Retard de vol
-Aucune responsabilité (aucunement redevable envers la clientèle pour les demarches supplémentaires engendrées par une annulation, les frais non remboursables, etc.) pour ses erreurs engendrées par de la négligence due à l'entretien de ses équipements. Les compagnies aériennes sont protégées par la loi; elles ne sont donc pas tenues responsables de néglience d'entretien et en conséquence, de défauts à la sécurité de leurs passagers (donc sans pénalité à leur égard).
-Aucune vérification d'effectuée avant l'heure de départ, ce qui a mené à me présenter le jour même de l'annulation et attendre des heures avant que Transat décide d'annuler son vol. Le lendemain, tout était à recommencer.

Je dois admettre que le personnel a été généralement appréciable, ce qui vaut quand même une étoile.

Plus jamais cette compagnie.

We did an online check in which is actually a waste of time. Arrived at our gate, then you get called up for confirmation. Then they check the size of the carry on with a cardboard form that slides over. She check one of mine and it went 3/4 the way over and needed a small push approx 1 pound of down force to fit. This carry on was rejected and had to be checked. Pathetic unqualified agent. We all know 1mm extra does not create any issues in the overhead compartment. Air transat is going down with customer service👎🏻

Flight from Puerto Plata arrived at 3:30AM. Baggage was put on the conveyor belt at 5AM - one and a half hour later. And this, in spite of no other flights arriving at that time. It was as if the bags were being hand carried one by one from the plane and put on the carousel. And on top of that, my brand new suitcase was delivered damaged with one of the wheels almost torn off. Maybe the guy hand carrying my suitcase got tired and simple dropped it, due to excessive fatigue.
This was not a first time experience with this airline. Last year we had to wait for an hour for the baggage to arrive (flight was Holguin Cuba to Halifax Stanfield). Unfortunately, the all inclusive vacation we booked, came with this flight included so there was no other option but to go with this airline. Next time I will search for a vacation WITHOUT Air Transat involvement.

Worst airline of all time. Travelled with 2 babies who were extremely well behaved. The attendant was so rude to us. But smiled and held a baby in first class. As soon as her face passed the curtain her cheesy smile turned to a scowl at the people in economy paying $1000 for a ticket.
A day before we leave for home our family gets the stomach flu and doctor says we can’t fly. I make 3 attempts to change my flight as I paid extra to pay a fee to modify. My third call takes 1 hour and 50 minutes. I’m 15 mins passed the 24 hour window and he says no sorry I can’t modify you need to pay more full price. No point of escalation just hang up good bye. I WILL NEVER FLY AIR TRANSAT AGAIN

Des heures d’attente pour des erreurs causées par la compagnie

Expérience inacceptable.

En décembre 2025, j’ai attendu près de 4 heures au téléphone simplement pour payer le solde de mon voyage à Cuba.

En janvier 2026, ce voyage a été annulé. J’ai réservé un nouveau voyage en Jamaïque, qui m’a coûté presque le double. Peu après, je reçois un courriel, le 28 février 2026, m’annonçant que le vol de retour est reporté de deux jours, sans aucune information sur l’hébergement pour ces nuits supplémentaires.

J’essaie d’obtenir des réponses via Messenger : on me dit d’appeler.

Résultat ? Encore plus de 3 heures d’attente, sans pouvoir parler à qui que ce soit.

Ce sont leurs changements. Leur décision. Leur responsabilité.
Et pourtant, c’est le client qui doit perdre des heures au téléphone pour essayer d’obtenir des réponses.

Un service à la clientèle aussi inaccessible en 2026, c’est inacceptable.

Très décevant.

Customer service is very slow and uncooperative. Food quality is not satisfactory.

I sit here in the airport wearing unlaundered clothes and several grey hairs richer as I recount the story of my experience with the toilet of an airline - Air Transat.
Booked a trip thought air transat, Montreal to Toronto, then Toronto to London. The first flight is a Porter airline, a subsidiary of Air Transat, though hell will freeze over before the two airlines act even remotely related. The second flight - Air Transat.

The first flight was delayed, initially I was told the layover would still be possible, but then it was delayed further still. This is when I called Porter to see if they could put me on the next flight out, this would have been the next day. They redirected me to Air Transat as that’s who I made the booking with, no problem, I called Air Transat; here is where the Kafka-esque nightmare begins. They redirected me back to Porter, a trend which would continue in these hellish few days.
Porter assured me they have rebooked me for the next day, I was to land, collect my luggage, and then go to the Porter desk to collect meal and hotel vouchers.

I land, firstly my baggage is not on the belt. I go to the Porter desk and they tell me it hasn’t left Montreal. Wonderful. I am also told I cannot enquire about this luggage until I arrive in London, which would be 1.5 days away.
I go to a different desk to collect my vouchers, I am told my luggage is in fact here, so I have to go back to the luggage desk. Additionally, these scoundrels have in fact booked me in for a flight two days after my original one without notifying me. They refuse to give me the second hotel voucher until I come back to the airport the next day, as even though they assured me I would not be able to get on the initial flight they had rebooked me on, they still couldn’t provide me the two vouchers.
Back to the luggage desk I go where I have to insist several times my luggage has arrived before it’s even checked. Then told I should wait an hour as it’s on the wrong belt. This is 11 pm.

Next day - back to the airport I go in my hellish pursuit to become air bound. My second hotel voucher is given to me. I then go to the Air Transat desk to see if they had a standby line for the flight today so I didn’t have to spend another night at the airport. I am told they do in fact have seats on this flight, and to call Air Transat to put me in one, but they can’t do it themselves.

I call Air Transat, who say it’s up to Porter, whom I call, and - you’ll never guess - say it’s up to Air transat. The conclusion of this is that they have seats on the flight, but these are not available to me as they’re premium economy. I counter this by insisting I can pay the difference. I shoot, I miss, since apparently I accepted the alternative flight (I never did) I can’t change it again.
I defend myself - I hadn’t even been informed my flight was changed - they respond with the politest “f off” I have ever heard.

To be clear, I don’t necessarily blame the staff I spoke to, it’s entirely the rules they are told to abide. Zero apology, zero admission of fault, and any mention of compensation was laughed away.

I will be sure to spread my story far and wide of this burning tyre fire experience. Your business is a joke and I hope it crumbles to dust.

They canceled my excursion that we completed 30% of but will only give me 37% back not giving an explanation. Say they have issued a refund, but a month later still haven’t received it! Customer support is none existent. Never ever book them you will not get your money back if they mess up on their end!

une compagnie aérienne négligente qui laisse décoller un avion non securitaire et qui retourne l avion a montreal pour des raisons de sécurité… et qui ose donner 15$ de perdiem pour s’excuser et qui refuse de nous rembourser pour sa negligence…. a evitez a tout pris. experience du vol TS738 ce matin

I made a reservation online for march 5th to march 11th through Flighthub. The website had a big and when I submitted the dates changed to February 5th (today). Which was in 2 hours.
I called in within 10 minutes and flighthub declined to cancel the reservation even after 10 minutes because of AIR TRANSAT POLICY.
The Canadian airline laws are quite clear. You can request a cancellation at the latest 24 hours.
They didn't honor this law by stating that there was a policy that didn't allow you to cancel the same day as your flight.
I explained that I didn't reserve that day and there was a bug in the system. They refused to credit my account even after 10 minutes and decline to transfer me to a supervisor.
They even told me, we are sorry but that os our policy. I told them that I will pursue this as a legal lawsuit. I will make sure I go all the way.
i lost $2700 today and they had no empathy at all. This is fhe last time I will ever book through air transat.
Never Again!!!!

The flights are actually better than air canada in terms of service . Air canada staff are looking for a fight it seems , whereas air transat staff don’t look for a fight.
Mind you the call centre is bad so make sure you don’t ever want to change a flight . We have had to because of illness on more than one occasion and the the website didn’t work each time . My wife and I are taking turns in the phone now … 100 minutes in to a call ( well two as it got cut off once ) and they still can’t fix a problem they actually made in the first place .

If I I am deeply dissatisfied with Air Transat.

My rating would be -5 stars or triple Fs.

My experience has been highly disappointing. Flight arrangements for 1st August 2024 (bear in mind the tickets were booked in November 2023). Despite providing all necessary documentation and evidence at check-in, my family’s tickets were not recognised in their system at Manchester Airport. The staff falsely claimed I had used a third-party agent, which was incorrect, and support emails clearly confirm my direct booking. After contacting customer service for 40 minutes, I was charged, but it yielded no results—my tickets remained unfound. I noticed my seats had been allocated to another passenger, so it was a case of double-booking, which I won't admit to. I contacted customer service again (30 minutes), and we were assigned another seat shortly before departure. On the flight, we also did not receive the meal we had paid for, adding to the frustration. This flight ordeal, including emotional distress and a negative travel experience, involved separating kids from their grandmother.

After my trip, I chased Air Transat on Facebook and by telephone for 4 months. Their complaint system is designed to wear down complainers like me. The whole experience resulted in a maximum of $150 in compensation, a contribution towards future Air Transat airline tickets. I haven't used Air Transat since what good is this compensation?

No admission of double booking. No sincere apology. The baggage handler even broke one of the luggage.
It is unacceptable to treat my family this way.

Now I get to the airport 4 hours early due to this experience. Living with the constant fear of double booking and accused of lying.

Note the experience is on 1 Aug 2024 not 31 Jan 2025.