Air Transat Reviews 409

I modified a booking today due to a family bereavement. As the agent didn't make the new price clear I asked them to explain again and he started shouting down the phone. I hope they actually check the recordings. I now want to cancel my flight and rebook with another airline and now have another 2 hour wait.

Bad carry on policy and rude behaviour from the personnel.

My family and I were on the flight to Cancun today. We were scheduled to leave at 250pm. After an hour of waiting, we were told the planes wings had to be deiced. This made no sense as we were already on the plane for an hour before this even began. After waiting another hour to finish this process, the plane didn't have enough fuel to reach our destination and proceeded back to the gate to refuel. This took another hour and we finally departed at 530 after waiting 3 hours in the plane. It's understandable they can't tell us everything that's going on. But the pilot and crew were not transparent at all

After half an hour in the air, the flight was turned around, once again without letting anyone on the flight aware of what was happening. Once again, I'm sure it's protocol to not let everyone know exactly what's happening, but after the delays already this was very frustrating.

Once we returned to the airport we waited another 2 hours on the plane to make sure everything was fine. Firefighters were brought onboard but zero communication was had with the passengers. After the all clear was made, we returned to the gate

We were told there was going to be air Transat representatives helping us through the whole process. We had to go through customs again to get our luggage. After an hour wait there, my family went to the Air Transat desk where we waited until 1130pm to try and get a room. It is completely false that they tried to accommodate everyone with rooms. Myself, my wife and my 6 and 3 year old children had to wait until 1130pm to book our own room on our own dime to try and make the 9 am flight the next day. We are from Niagara and they were trying to put us in a cab. There was at least 40 of us waiting until the end, most with families, that were completely let down by this airline. This is a complete disrespect to everyone who was on that flight today

Our scheduled flight to Cancun was at 14:50. After boarding, we were kept inside the aircraft for more than 3 hours with no clear explanation about what was happening. The plane eventually took off, flew for about 30 minutes, and then suddenly turned back to Toronto due to a “technical issue.”

Instead of handling the situation professionally, Air Transat kept us inside the plane again for hours, without proper communication, without transparency, and without a simple apology.

By the time they finally let us off the aircraft, it was 9 PM . after seven exhausting hours keeping us inside the plane and no clear respect for passengers’ time, and no responsibility taken.

Then we were informed that our replacement flight would be the next day at 9 AM.
So not only did we lose one full day of our vacation, but we also went through hours of unnecessary stress and fatigue all because of poor planning and extremely slow decision making.

How is it acceptable that it took the airline seven hours to decide the flight could not continue? Why wasn’t a new aircraft provided sooner? Why did no one offer proper updates, support, or even a sincere apology?

This experience was unorganized, unprofessional, and completely unacceptable. Air Transat showed a shocking lack of responsibility toward its passengers, and our trip was significantly affected because of their mismanagement.

I booked my flight to Croatia 6+ months in advance. I paid extra to be up front a seat and got Options Plus so we would be sitting together.

I checked into my flight and confirmed my seats were correct.

When we got to the gate my family was called up and our seats were all separated. They moved my 9 year old son sitting alone without his parents. I refused and told them my son would be sitting with me and I will not be moving. A flight attendant with ALOT of plastic surgery done to her face LOST her mind on me threatening to have me arrested. It put my son into a massive panic attack. The people around us started filming and I have footage of the whole event.

The plastic surgery attendant then called what she called "security" to the plane. It was a baggage handler who told me that if I don't behave I would be removed from the plane and arrested.

This caused my son to cry and get into even more of a panic attack.

The old lady Air Transat gave my sons seat to offered my sons seat to us back and we did not have to separate my family.

I filed a complaint before take off to the Air Transat website. It took 3 months to get a response and they took their plastic surgery flight attendants side.

The worst part is because the complaint was submitted before take off things only got worse in the air.

She threatened to have us arrested in Toronto once we landed just to upset my son even more.

The lady every time she walked past me down the aisle would purposefully hit my arm and shoulder with her hip.

She instructed the WHOLE flight service to ignore us. We were not served the meal service and we were ignored the whole flight.

Is it part of your security protocol to skip me and my family during the meal service? We were ignored the whole flight. We were purposefully skipped dinner service after the disgusting mistreatment of my family. We did not get any food or beverage, and we even have witnesses around us who recorded the whole thing which was given to me because of how disgusted everyone around us was at the behavior of the head steward.

My son who is 9 years old was NOT GIVEN food service. He was terrified on the whole flight. We did not want to create a problem, so we just stayed quiet and sat there because we were already abused as it was.

If this is how you wish to proceed with this, I am going to be sharing the video in whole of how the steward with social media and will be contacting any media outlet who is willing to listen.

For your information. I have flown AirTransat every year with my family for as long as you started offering direct flights there; after this email I will no longer do so. The Croatian community is very tight in the GTA and as a pillar who’s donated massively to charitable events of that community, I will certainly be sharing this whole experience with the making sure NOBODY uses this terrible company to fly.

The way we were treated was terrible. How you defend these them is even worse.

You will reap what you sow.

Veteran baggage application rejected as there was a second carrier involved on the first leg of a flight Halifax to Montreal. Next day Air Transat only. Return Air Transat only. The second carrier is in some sort of partnership with AT. Should have booked separately. In any event zero luggage benefits for veterans with Air Transat. Even with months notice and submission of forms. Learned to send forms when charged $142 CAD for one bag on a direct flight Glasgow to Halifax. So now I expect cost of AT ticket to be $284 extra per person per bag. Pretty sad. Good for Air Canada.

The flights are cheap for good reason—I wish I'd spent an extra few hundred each way per person to avoid flying with Air Transat. If you can spare the money, I recommend you do. All competitors' planes I've been on, at least in recent memory, have been cleaner, and they offer things like snacks or free drinks. More than anything, the service I've received from Air Transat has been the worst I've ever experienced.

On our way to Punta Cana, we had a connecting flight operated by another carrier. We didn't notice at first, as our itinerary had only the Air Transat logo on it, so we checked in at the Air Transat counter nearly three hours before our flight. The employee who helped us originally, once she realized this herself, tore up our boarding passes (for flight #2) and directed us to the other carrier to check in for both flights.

Checking in for the first flight with the other carrier was no problem. However, the other carrier's employee was unable to print our boarding passes for the second flight (the ones the Air Transat employee had torn up). She directed us back to the Air Transat counter to print those boarding passes again. The counter was now empty save for one employee, who was in the process of leaving to tend to another duty. We explained the situation to him and he (clearly in a rush, I recognize he was busy) said he'd be back shortly and left.

By the time he returned about 20 minutes later, we had 10 minutes until our plane began boarding. He was able to print the boarding passes again with no issue, so there was, as far as I (and all other employees we explained this to) could tell, no reason for the original Air Transat employee to tear up our passes. We got through security and boarded our flight as the gate was closing, and that flight became delayed due to other reasons, so we would've had no time to print our second boarding passes if we were unable to at the original airport.

Our flight home was delayed by, originally, five-and-a-half hours. We were given US$25 vouchers to use—these would only be good for one purchase, however, and we had arrived just before 10 AM for our flight. As the delay lengthened to seven hours, Air Transat didn't offer us anything else (I wished, more than anything, for a bottle of water or a voucher for free wi-fi for more than three hours—the Punta Cana airport offers neither).

The on-board staff were polite and attentive, and I recognize the long delay and Air Transat's policies weren't their fault. I wish Air Transat offered us a free snack after a seven-hour delay, since everyone would have arrived at the airport in the morning and we didn't take off until 7:40 PM. We were told by the captain that the delay was due to an "unscheduled airplane change." Air Transat's site tells us that the cause was a "late arrival of aircraft" and they will not compensate us, so the messaging isn't consistent.

I have been on hold on the phone for over an hour and still waiting... Air Transat customer service is really really bad. It is extremely difficult to reach for assistance. However, it is so easy to book a trip online but good luck if you need assistance after the booking. I have no other options but to keep waiting on the line as I need assistance for my upcoming flight. I would rate them as 0 star but that option is not available.

Planning ahead and booking early made no difference. In July 2024 - 18 months before departure - I was first in line to book Club Class seats for a nonstop Toronto YYZ - Paris CDG in October 2025. In May 2025, 5 months before departure, we were rerouted with a change of planes at Montreal YUL, adding 3 hours and a very long walk between gates at YUL to an overnight flight (not to mention more 2,5 hours from plane arrival to leaving the terminal at CDG). Imagine arriving at YYZ on October 14, 2025 for the flight to YUL only to discover the non-stop YYZ-CDG flight I had booked 18 months earlier listed on the departures board. Why were we bumped? Still waiting for a satisfactory explanation. Will not travel Air TRANSAT again.

We had such a disappointing experience with Air Transat at check-in. Our 2-year-old daughter had her little trolley — much smaller than a regular carry-on and fully within the size limits. It could easily fit under the seat, and we explained that it was her baby bag with all her things like
milk and her teddy bear.

The check-in agent refused to listen and forced us to check it in. We even tried to explain that we could simply take the handle off so it wouldn’t look like a “trolley,” since she seemed fixated on that part, but she wouldn’t even consider it. She was cold, unhelpful, and didn’t smile once.

What made it worse was seeing other children pass through with the same type of bags without any issue. It really felt unfair and unnecessary — especially when traveling with a small child and just trying to start a family vacation on a positive note.

I normally don’t write reviews, but this experience felt so unreasonable that I had to share it. Sometimes, it just takes one unkind person to ruin what should have been a happy beginning to a trip.

It was the flight at 09.00 am from Toronto to Punta Cana 21 October

The worst by all means. Zero care, zero customer service, zero respecting their customers, big fat zero all across. Avoid dealing with them

Paid £100 each to reserve seats at front of plane and were then moved to back of plane; informed we would get a refund but after nearly two months nothing! No response to compensation claim, having followed their procedure, and only international number supplied to call, which is costly to call.

Flight awful, media screen did not work and food awful, as always.

Absolutely the worst service flying from Montreal to Athens. No water served for 1.5hours. No blankets or earphones unless you want to pay 10.99 for each. Surprised me because I've done transatlantic flights with them twice in the past and it wasnt like this at all. Definitely wont be booking with them again. Avoid at all cost.

This is by far the worst airline in Canada. Constantly delayed, lost baggage and a nightmare to resolve anything.

Very disappointed with Air Transat. My flight from Portugal to Québec was on September 8. Their rules allow ticket changes up to 24 hours before departure with a US$100 fee. To be safe, I started calling at 7:45 a.m. Portugal time on September 7, well within the timeframe.

I waited 20 minutes on hold before the call dropped. I called again at 8:10 a.m., waited another 35 minutes, and finally reached an agent. By the time she looked up my ticket, it was 8:53 a.m. and she refused to process the change, saying the deadline had passed.

This is not the customer’s fault. I respected the rules, acted in good faith, and started before the deadline. The delays and call failure were due to Air Transat’s own customer service congestion.

In the end, I had no choice but to buy another ticket, simply because I didn’t want to argue with an employee who clearly didn’t want to solve the problem. For an airline that claims to care about passengers, this was dishonest and unacceptable.

My 10 and 6 year olds wanted to see the ocean. We decided to book a trip to Punta Cana with transat vacation. A little over a week after I paid for the trip in full, my 6 year old was diagnosed with cancer. The medical team indicated that we could not travel due to her condition and treatment. I tried to get a refund. Transat only agreed to refund 50% of the trip. There was zero compassion as the rules are the rules. Well... well done transat! Way to go! Very nice of you to ruin the dream of a 6 year old with cancer. I'm not working now as I'm looking after my sick child... so who knows when I will be able to make her dreams of seeing the ocean true.

My flight was changed to a 1hr connection between flights. This is not enough reasonable time to ensure a connection onto the next flight. I was on hold and calls dropped for 3 days to try to get through to a agent. To change the flight. When finally through the agent said I would have to over night in Toronto and take the 9am flight back to Calgary. Or get a full refund. I was so disappointed with the flight change. This put nothing but stress on my pocket book to pay for a hotel which I had not expected. Air transat had only given the two options. So I opted out and got a refund. Sad to say I will not book another flight with Airtransat. Terrible customer service.

Club class feels like a scam that should be investigated for price gouging. They charge business class prices for a product that most airlines sell as premium economy for half what Air Transat is charging. The seats are awful. By far, the most uncomfortable seat I've ever flown in. Coach seats on most airlines are more comfortable than air transat's club class. What's more is that, despite their own terms saying I would be checked in through my final destination, they wouldn't check me in for my second leg and I had to exit the airport in Toronto and check in all over again to get a boarding pass for my second flight. Ridiculous. It was my first time flying with this airline and it will most definitely be the last time I fly with them.

Terrible experience. The seats were unbelievably tight — I’ve never seen anything like this on a long-haul flight from Canada to France. It felt like being packed into a sardine can for hours. The cabin was freezing cold, yet blankets were only available for purchase. Headphones for the entertainment system? Also for purchase. Charging extra for basic necessities on an international flight is simply absurd. This will be my first and last time with Air Transat. Unfortunately, I had no choice but to fly with them, as I was stranded in Canada due to another airline’s strike, and Air Transat was the only flight leaving within a day. Otherwise, I would have avoided them at all costs. A long-haul carrier that treats passengers like budget commuters is unacceptable in 2025. Never again.

I booked flights from Amsterdam to Toronto and back. I booked 5x checked baggage and you charged 6x. I immediately (the same day, after checked my credit card accounts) complained via mail and phone and you guys still do not want to refund my claim. DO YOU ALWAYS DO IT LIKE THIS? By the way i contacted you initially back in May! (Case 010540952). They have to pay 62€ back, but do not.

Their answer is always generic :

Good day,

We are sorry to hear that our response did not meet your expectations.

We certainly appreciate your opinion and perception of our services; however, we believe we have explained our position to the best of our abilities and, after reviewing your file, we must maintain our initial position.

Thank you for your understanding.