Airtransat Reviews 

We booked a flight with Air transat, flying from Vancouver to Manchester (UK) via Toronto. 1st flight was with Porter airlines , I wasn't made aware that another airline was involved until I had paid full money, also was then advised that I was unable to checkin online or choose my own seats.
Arrived in Vancouver from Victoria, went to check in and was promptly told we owed $258 and couldn't check in until it was paid. THIS WAS UNTRUE.
Invoice was paid in full at time of booking 3 months earlier. I stated that we owed nothing check in agent said I had been given a refund but that I now had to pay it back - RUBBISH.
The check in agent asked me to contact Air Transat myself to sort it out, I said No, she then got her colleagues phone gave it to me and said find the number and call them if you don't you cannot board this flight. I said you find the number and I will speak to them, this she did, I eventually spoke to a rather rude man at AIR TRANSAT who said I had to forward my confirmation email to them and he would try to help me ,this I did, he told me he received it and he hung up on me. I was furious, the check agent had left and her colleague was checking other people in i had to interrupt her and explain, she then called their own customer helpline. This all took 1 hour, she explained that AIR TRANSAT does not pass on the money you pay them for the partner airline flight until you check in. APPALLING. The porter staff said this happens all the time ... we did then get checked in, we had already had 1 flight and had the prospect 2 more flights a total of 10 hours flying NOT what we wanted. We have had no apology from AIR TRANSAT. The flight left alot to be desired, lack of toilets on the smaller airbus on a flight longer than 6 hours - bad. Airline staff abit rude and abrupt. Choice of movies and food has not changed or been updated in over 18 months. Temperature in cabin too hot and leg room poor unless you are in row 16. We will be flying to Canada again as we have very close family there but it will not be with them , please be aware, of this stupid system they have.

Wished that I had read reviews before travelling with this outdated airline ! From waiting to board the plane I could hear people complaining about the awful flight they had before this one . Stepping onto the aircraft I knew it was going to be bad ,having a 8 hour flight ahead of us to find out there was no entertainment on board my heart just dropped and a few heated words followed! Our flight was delayed for over 3 hours on the tarmac ,due in this time we was only offered some disgusting granola bar water was not offered! When the flight did take off crew came around selling food and drink unbelievable! Seats very uncomfortable and the attitude of some crew wasn’t good even the captain’s communication with passengers lacked big time . The food given on board is just disgusting and not sure if my dog would eat it to be honest. First and last time will travel with this airline. This company in my opinion should not be offering long haul flights !

Despite booking a flight that was schedule to be operated by Air Transat, they changed it to a flight with SkyTrax or someone like that.
No screens. WIFI entertainment system clunky. No USB charging points.
On the way back from Toronto, our overnight flight had seats that did not recline - at all!
So you need to decide, do you want to have any chance of sleep, or just lose the day when you arrive by sleeping all day.

The online portal is useless! Check in process is terrible. Phone support is non-existant. Utter garbage, save yourself the stress and frustration and book with another airline.

Already the second time that we’ve booked a flight to Canada and after payment we didn’t receive a confirmation from Air Transat.
Chatting with the flight company’s employers, they couldn’t find the booking. They sent us back to our bank. Our bank sent us back to Air Transat and told us we might have to wait for over 14 days to get a refund? I mean, say WHAT? Now we are not able to rebook, cause the money is gone. This is not how you treat your customers. The money was suppose te be back in 72 hrs. But I am wondering if it’s ever going te be refunded. A very upset customer.

Worst experience and worst flight ever

I booked a flight in January 2023 for travelling from London Gatwick to Toronto on 24/07/2023 (Today) which was for three tickets, Economy which included 1 pc of hold luggage each for the sum of £1961.16

This was checked and confirmed on the receipt, the E-Ticket and Transat app before travelling.

When our party arrived at the Airport they were told that we had to pay for 1 item of hold luggage each or they could not fly as our tickets did not include luggage even though we had provided the booking, the E-Ticket and the app all showing that the luggage was included.

As this went on and the flight was getting close so had to pay the £65 per item (£195) so they could fly and sort it out later or would mess up the whole holiday.

Contacted Air Transat online and they tell us that we payed them for Budget Economy and not Economy even thought the booking receipt, eticket and app all say economy including 1 pc of hold luggage. Spoke to them on messenger and have been told to log a refund request but unlikely to look at it for a month.

On top of this no in flight entertainment, only vegetarian food, they were handing out headphones with nothing to plug them into as no screens etc, the party was moved during the flight due to broken seats, missed its take off window and arrived even later in Toronto.

Worst experience and worst flight ever.

and we still have to travel back!!!!

Check in staff we had was amazing. However boarding was a joke! Family with 3 kids, (we travel frequently with different airlines), arrived to gate to board. Horrible staff member. Picking on us as soon as we arrived. Initially asked each family member (including kids) to hold their own ticket, which I think is absolutely ridiculous! Who would trust a 5 year old with boarding pass and passport! Anyways we didn't say anything lined up again, everyone holding their own ticket. She looked at our pushchair refused to let us take it on the flight, it was our only cabin luggage and we also received a cabin luggage ticket for it same ticket as my baby bag. Immediately said no. I had also called airline before flight and checked online policy to make sure I could take my pushchair on the flight. Husband asked whether she wanted to check it on the dimension thing as it would fit. She just kept saying no no no. Husband took pushchair put it on the dimension guide. She still point blank refused to let us take it in even though other staff members were telling her it was fine. Then finally agreed, I lined up again at this point husband was holding my infant baby and I was holding the infants boarding pass and she had a go at me because I was holding the baby's boarding pass and not my husband. Never had anyone talk to me like that in my life. So rude! Unnecessary.

Booked a flight to Toronto from Gatwick and now stuck in limbo trying to register and prepay for golf clubs which you cannot do online at time of booking. Just spent 45 mins on hold for an agent and for the online chat at the same time with no response.
Why is it not possible to do the same as with every other airline and add club clubs at time of booking 😡😡😡

This is a review for the customer service using the Northern Ireland branch number. I booked the most bargain bucket eco-budget ticket and then realised I made a mistake on my booking - worth over 1000 USD. Even though they had no obligation to refund me as cancellation wasn't allowed, they did as I was within the 24 hour grace period. I'm getting every penny back. Took some time because they had to get approval from the accounts side, etc, but just showed how much they go above and beyond. I usually have zero expectations about airline customer service but Air Transat and Sahara the agent - thank you!! You guys rock! (And of course I'll rebook the right ticket with Air Transat, you now have my loyalty :)

Air Transat in Paris sucks they have no customer services skills their system does not work properly and the attendants treat you like you are working for them. Do not fly with them to Europe. The service in US is much better never buying another flight with them though. And if you want a have a pleasant experience don't fly with them either.

Went to make a booking and had to call as website not working. Got through quickly and had a customer service agent named Priya who was very helpful. We stopped the booking at the last minute as I read the reviews here and panicked! At that moment my phone died so I had to call again, this time getting an agent named Nephty who was equally helpful.To be honest, although we are not flying with them, customer service was excellent, they were helpful, supportive, Priya took the time to call me back when my phone died to assure me the booking had not gone through. Thank you to both women for their help and patience.

We arrived early with our mobile check in, we still had to check in and recieved ANOTHER boarding pass, they charged us for check in luggage ( normal ) but could not provide us with proof of purchase in the form of a receipt, the front desk agent simply said, sorry that is impossible we do not offer that. Very unfriendly staff and un organized check in process. Take delta instead to avoid the hassle

Chances are, if you are reading this, you are already probably a victim of the dire customer service and its's too late to say AVOID AT ALL COSTS. Worst experience ever. Due to unforeseen reasons, I needed to cancel my flight (which I did two months before the actual flights). Tried to cancel them through the website but kept getting an error and directing me to contact their Customer Service telephone line. It took me TWO AND HALF HOURS to get the tickets cancelled. The advisor kept putting me on hold for 30-40 minutes at a time. Then when they do confirm they've cancelled the tickets, you only get a confirmation email of the fees they are charging you - no confirmation or invoice of the actual refund, or when it will be refunded. Everything is just verbal. No faith in the refunding actually being issued back to my credit card in the 5-10 working days they say.

If it was possible to give this company zero stars i would. Their customer service is non existent. The ability to contact them via normal means impossible

My baggage was lost at the end of July 22 and to date no response to this.

They hided behind automated systems, automated email responses, customer contact number not answered.

Wow what a bunch of losers working for this airline, tin pot dictator on the gates wouldn’t let my girlfriend ( a Canadian citizen bored a plane home to Canada) saying she didn’t have the correct documentation. She had a British passport and her Canadian citizenship card. ( she previously had a Canadian PP but couldn’t renew it due to the debacle in Canada renewing Passports after covid. So Airtransat doesn’t recognise British passports anymore???

I’ve traveled with this airline on a roundtrip from Madrid to Montreal and all I can say is I will never fly with them again. They lost my luggage on a direct flight! They advised me to check my handbag at the check in point saying that the airplane was full and that I may have to check it in anyway at the boarding gate. So I followed their advice and guess what, I arrived to Montreal and they had lost my luggage. My bag arrived to Madrid 9 days later, and it hand a grip broken and my toiletries bag had been stolen.
What’s even worse, the airline is bound to reimburse you for the expenses you incur while you are without luggage. Their policy states they will reimburse you up to 50 CAD/day for each day you don’t have your luggage with you. Well guess what after more than 2 months of claiming less than 300 CAD for the expenses I had during my trip without my personal belonging, I haven’t heard a word back from them. I’ve reached out to them like 5 times in the past 2 months and they are simply ignoring me. So at this point I assume they will simply not reimburse me any of the expenses.
If you fly with this airline expect your luggage to be lost, even on direct flights, and don’t expect any compensation for the trouble caused yo you.

Wish I could give zero stars. abysmal airline with abysmal staff conduct from check in to in-flight. Robbing people by lying about baggage size, forced me to pay £65 for tge smallest suitcase ever because it did not COMPLETELY GO DOWN into the ridiculous cage they have constructed. And I have been using this suitcase on all flights including this disgusting one for 4 yrs. Conning people into paying for their poor business. Saw others on the plane with larger suitcases. Definitely racial profiling.Won’t be flying again.

They only accept credit cards (not debit cards), so it's impossible for my wife to use this airline as she doesn't have a credit card.

I can't pay on my card for her as the card is needed at check in (and I'm not going this time).

It's credit card only on the flight too, so forget food & drink if you don't have one.

I have frequently seen reviews about AirTransat’s “horrendous customer service”, but have never needed to contact customer service before on the many flights we have flown with AirTransat.

The first time that we needed to contact customer services for a basic itinerary change, it became clear as day. I have literally never known such bad customer service from an company, never mind any airline. The customer service is completely and utterly useless.

It pains me to say it, since Transat are the only airline flying from our local airport to Canada, but I will never use Transat again.

Instead, i’ll be taking a 4 hour drive to Heathrow, and flying with Air Canada.

Seriously, AVOID this airline. Don’t end up in a situation like I did, it’s simply not worth it, even if you don’t think you will have to contact customer service.

To be fair to them, everything else about the airline is fantastic. Customer service is a basic thing, and they can’t even get that right.

WORST customer services ever!!!!
I had to cancel my flight as my father passed away suddenly. I was refunded around £500 for tickets I paid £1195 for. I eventually found an email address which is largely hidden on their websites and email confirmations to get a hold of customer services.
I have tried to get in touch with customer services as I have not had a reply back over the last 2 weeks.
There is ZERO customer services from this airline. AVOID like the plague!!!!!