No Responsibility When Things Go Wrong

Review of Romuloux about the flight Air Transat TS705 between London Gatwick and Calgary on 12/08/2017 in Economy
Romuloux TS / TSC LGW / YYC

We booked Air Transat for our London trip. Knowing it was a budget airline we went in knowing what to expect (sort of).

First off, the seating varies wildly. On our first hop, the leg room was virtually non-existant. At 5'10" I was still extremely cramped.

On the A330 the leg room was acceptable, not great, but exactly what we paid for. Onboard entertainment was provided on the headrest in front of us and the selection of shows was great.

Meal service was sparse, but acceptable. One full meal and some "pizza" (bread with a sprinkle of cheese) served about an hour before landing.

Every flight we took with Air Transat was delayed. 1 by as little as 20 minutes, 2 by 2 hours.

Flight attendants and cabin crew were always cheery and helpful. They seemed to know the underlying issues that caused our problems and seemed just as frustrated as the passengers because there wasn't much they could do.

That was the good, now the bad:

Bags were lost both on the outbound flight and the return flight. On the outbound, no compensation was offered even though we were without our luggage for 2 days. Luckily our hotel was kind enough to provide us with the basics but we still ended up having to buy some clothes.

There was no communication, the bags just showed up at our hotel at 11pm via courier. Trying to get someone, anyone on the phone was a nightmare. When you did, it turned out this wasn't their department and there was nothing they could do.

On the return journey, even though we checked in 3 hours early, our bags never made it on the flight (which was delayed by 2 hours anyway). Again, filled out the forms and after about 15 phone calls trying to get status, we were told that the baggage department was now closed and would need to call back in the morning.

Anytime you ask about compensation, all of a sudden, it becomes not the person your speaking to's department/responsibility. Being without your luggage for 4 days (and counting now) adds up quick.

Since there is a 10kg limit for carry on's you are left having to check bags, knowing that they won't likely make it on your flight.

The final cherry on top was on our very last leg, we pulled up to the gate, but couldn't deplane because the operations side "didn't know" we were coming so there was no one available to operate the jetway. Only added an extra 15 min. but very much exemplified on how everything tends to run with this airline.

General
Overall rating
1 / 5
Value (price + quality)
2 / 5
On the ground
Check-in and boarding
2 / 5
Management of luggage
1 / 5
On board
Comfort
3 / 5
Costumer service
1 / 5
Your opinion of security
5 / 5
Food
3 / 5
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By Romuloux, about Air Transat, , close to Post Falls, Idaho, United States
Posted online by admin, 39 days ago, view original version
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Air Transat replied

Hi Romuloux, thanks very much for taking the time to share your review.

We're really sorry to hear about the experience with your luggage and the flight delays. To make a claim for the items you had to purchase, please email bags@airtransat.com including:
The original PIR/report
A copy of your E-ticket
Any applicable receipts
Any other relevant supporting documentation
A brief overview of the situation including any details of which we should be aware

Many thanks again,
Air Transat

Air Transat replied

Hi Romuloux, thanks very much for taking the time to share your review.

We're really sorry to hear about the experience with your luggage and the flight delays. To make a claim for the items you had to purchase, please email bags@airtransat.com including:
The original PIR/report
A copy of your E-ticket
Any applicable receipts
Any other relevant supporting documentation
A brief overview of the situation including any details of which we should be aware

Many thanks again,
Air Transat

Air Transat replied

Hi Romuloux, thanks very much for taking the time to share your review.

We're really sorry to hear about the experience with your luggage and the flight delays. To make a claim for the items you had to purchase, please email bags@airtransat.com including:
The original PIR/report
A copy of your E-ticket
Any applicable receipts
Any other relevant supporting documentation
A brief overview of the situation including any details of which we should be aware

Many thanks again,
Air Transat

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