Horrible customer service

Review of EvaSK about the flight Air Transat between Toronto Lester B. Pearson Intl and London Gatwick on 27/05/2016 in Economy
Note: This review is about an experience that happened more than 2 years ago.

If you're fortunate enough to have a flight without any hiccups - thats great. If not, and you reasonably expect to speak to someone about your horrid experience, well you're out of luck.

The lack of customer service is astounding. On May 27th 2016 I was scheduled to leave Toronto Pearson at 10:05pm and land in London, England at 10:05am.
This did not happen. Instead, the flight was delayed until 12am, and then 2am, and then rescheduled altogether for 1pm the next day. That is a 15 hour delay.

I understand that these things happen. I know that for the most part, this is out of their control. However, what is in their control is the way they treat their customers. The people handling the air transat customers both in the air port and on the phone were incompetent, uninformed, unapologetic and downright rude. Whenever I asked the customer service person a question she would redirect me to a telephone number.

When I called the number they said to talk to the customer service person in the airport. This happened three times. They all lead us on a wild goose chase because no one wanted to deal with frustrated customers. On top of that, they could not find us hotel rooms so we were forced to stay in the airport. They did not have enough pillows and blankets to provide everyone with so those of us in the airport were given nothing but $40 meal vouchers.

When you are stranded in an airport for 15 hours that does not count for much. On the plane we were assured that once we got to London at 1am we will be greeted by air transat employees who will help us get to where we need to go. No employees were there.

There was a large group of us left waiting while the airport security tried to track them down for us. Again, poor customer service.
The flight home was supposed to leave from London Gatwick at 12pm did not end up leaving until after 1pm. This is a small delay, however a delay nonetheless. The passengers were not informed of this delay, instead we sat on the plane for more than 40 minutes waiting, not being able to watch a movie, not being told why we were delayed or what is going on. Again, poor communication skills and poor customer service.

This was 3 weeks ago. I've e-mailed and have not received a response. I've called and was basically told there is nothing they can do but give me credit. Why would I want credit with a company who treats their customers so poorly? Completely unacceptable.

Overall rating
1 / 5
Value (price + quality)
1 / 5
On the ground
Check-in and boarding
1 / 5
On board
1 / 5
Costumer service
1 / 5
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By EvaSK, about Air Transat, , close to North York, Ontario, Canada
Posted online by Nicolas, on 28 June 2016, view original version
This review has been read 3 times
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Air Transat

Air Transat replied

on 28 June 2016

Hello EvaSK ,

Can you send us your booking reference and lead passenger name ?

We'll look at and come back to you.

Thank you,

Air Transat

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