Air Transat Reviews 109

I expected better from an airline offering transatlantic service, but unfortunately my experience with Air Transat has been pretty terrible so far.

First, their policy on modifying bookings is deeply frustrating. Even after paying a €75 fee per flight to make a change, you’re forced to rebook into a higher fare class—even if cheaper or same-priced seats are available. This practice feels less like a fee and more like a penalty, leaving customers with no flexibility or fair options.

Second, I was shocked to learn that a baby bassinet—something offered free of charge by nearly all other transatlantic airlines—costs €150 each way. Charging parents €300 round-trip for an essential piece of infant travel equipment seems excessive and out of step with industry norms.

Lastly, I received no proactive communication regarding my inquiries or booking issues, and the assistance I did receive lacked both clarity and follow-through.

While I understand airlines operate within complex logistics and revenue structures, fairness and customer care should not be optional. Sadly, Air Transat missed the mark on both.

Airtransat ROBBED ME! I FOUND A NOTE IN MY LUGGAGE SAYING THEY WENT INTO MY LUGGAGE DIDNT SAY WHY N LIED THAT NOTHING WAS REMOVED. HOWEVER, 1/2 IF NOT MORE OF MY CLOTHES, PRODUCTS N PERSONAL AFFECTS ARE MISSING. I TOOK.A TRIP TO BURY MY MOTHER N OTHER FAMILY MEMBERS & EVEN THE STUFF FOR THE FUNERAL IS GONE. IM BESIDE MYSELF IN TEARS. AIRTRANSAT IS UNSAFE. IT TOOK 50 MINS TO GET WHEELCHAIR SERVICE TOO AFTER CALLING 3X. HOW COULD U DO.THIS TO ME. I ALREADY PAID U WELL.

Filed claim at air transat web site but never get response it has been a year.

Tuve una experiencia muy decepcionante con Air Transat en mi vuelo de Oporto a Toronto. Llevaba solo una maleta de mano, con medidas estándar y 10 kg de peso, pero el agente en la taquilla decidió facturarla sin darme mayor explicación. Más tarde me di cuenta de que me habían cobrado 104 €, como si fuera una maleta de 33 kg. Me parece totalmente injusto y deshonesto, especialmente porque no fui informado correctamente en el momento.

No es solo el cobro excesivo, sino la falta de claridad y transparencia en el proceso. Me siento estafado. No volveré a volar con Air Transat y no la recomendaría.
I had a very disappointing experience with Air Transat on my flight from Porto to Toronto. I was traveling with just one carry-on bag, within standard dimensions and weighing only 10 kg. However, the check-in agent decided to check it in without properly informing me, and later I realized I had been charged €104 — as if the bag weighed 33 kg!

This was completely unfair and dishonest. It’s not just the excessive fee, but also the total lack of transparency in how it was handled. I feel cheated. I won’t be flying with Air Transat again and cannot recommend them.

I recently booked a vacation package through Air Transat for a stay at VIK Arena Blanca, expecting a relaxing getaway. Unfortunately, I was informed less than a week before departure that the hotel would be undergoing construction, with significant noise and disruptions. This information was not disclosed at the time of booking.

Despite contacting Air Transat’s customer service multiple times, I received no satisfactory resolution. The only options provided were either to stay at the hotel under construction or pay extra for an alternative. Neither is acceptable given the circumstances.

The lack of transparency and customer appreciation was disappointing. I urge Air Transat to improve their communication and customer service to ensure travelers are not left in a similar situation. I hope this review helps future travelers make informed decisions.

Dear Air Transat Customer Relations,

My name is Luka Malinović, and I am submitting this formal complaint regarding the serious misconduct by your staff on May 17, 2025, when my wife Ljiljana Malinović, our dog Tedi, and I were removed from Flight TS212 from Toronto to Zagreb without legal grounds or explanation.

What’s even more shocking is that you also cancelled our return flight on September 28, even though we had paid for it. Who gave you the right to do this? Is it not enough that we paid for six tickets, six months in advance? Is this how you treat paying passengers? Shame on you.

Tedi holds a valid EU Pet Passport issued in Croatia, with all required rabies vaccinations, ISO-standard microchip, and a rabies antibody titer test done in 2022 in Zagreb, certified by an EU-authorized laboratory.

According to EU and international travel regulations, no additional documents from Canada are required if the pet:

Has an EU Pet Passport

Is vaccinated against rabies

Was born and registered in the European Union

Tedi meets all these criteria. Your ground staff refused to even look at the documentation and insisted on some “Canadian certificate” – without specifying what it was. And instead of acknowledging your mistake, you removed us from the flight and revoked our return tickets.

We were then forced to purchase two new tickets with LOT Airlines for May 24, and pay again for the dog's transport, despite already paying Air Transat for everything. When we contacted your customer service, your only response was that the case would be reviewed “within 30 to 90 days.” That is completely unacceptable.

Where is your humanity? Do you value money more than people? Is this how you treat senior passengers who did everything by the book? You’ve learned to trample over people, but you didn’t expect that some of us will stand up.

We are demanding:

1. A written explanation as to why we were removed from both flights

2. A full refund for the two tickets and the pet transport fees

3. A formal apology and full accountability from your company

4. A response within 7 days, or we will take this matter to court, report it to CEFTI, the media, and all relevant consumer protection bodies

All documents are in our possession – in black and white – and we will not rest until this injustice is corrected.

Sincerely,
Luka Malinović
Email:
Phone:

If ever something goes wrong in respect to baggage damage - be prepared for it to take 15+ months to get it not resolved..

Various chase ups..but still nothing.

The flying experience itself is brilliant. Great staff and on board crew. But if something goes wrong..it leaves a bitter taste in the mouth.

Rubbish communication, rude staff, small plane for a trans Atlantic flight. Shambles of a boarding procedure at Gatwick.

The kind Slendy called back after we tried to get in contact with the company. She was very helpful and kind. She solved our problem and we are very happy for her doing so!

Air Transat FINALLY contacted us about our refund for charging us twice for the same baggage piece. They have refused our submission of the receipts showing that we paid for one piece of baggage EACH way. Due to Air Transat losing our airline booking causing a lot of grief, they charged us a second time for the same one piece of luggage since they had lost our original booking. The Air Transat fellow that worked very hard for over an hour at the airport to get us on our return flight said that we should just submit our receipts for luggage payments and it would be reimbursed. Air Transat finally contacted us after nearly 2 months and refused to reimburse us. Air Transat can't be trusted.

I flew with Air Transat in July 2024, my mum is 84 years old I called beforehand and spoke to one of their advisers about my mum which she has irritated bowel syndrome. I asked for a gluten free meal .I booked club class which cost us each 1,457.30 the seats were broken couldn’t elevate back not good . In the return flight They had no recollection of the food for my mum which is a 84 year old lady to eat didn’t have her meal on board on a 7 hours long flight!!!. My mum was very hungry had to take lots of medication. They offered her salad like she was a bloody rabbit . I contacted them when we arrived back in august they said they didn’t receive email so I had to send them another email, it had taken them 3 months to reply back telling me that they are so sorry for late response because I called them the day before.!!! That why they contacted me .
They have offered me 115.00 each credit note just to show you they just think about themselves, they couldn’t even give us compensation.Their customer service and flight was diabolical for club class it was a big massive disappointment, worst disastrous flight I have ever had in my life.They are one of the worst Airline ever that I have known Then need to be written off.

I am so disappointed 😔 I lost $3251.92 CAD with Air Transat. I booked a package all inclusive to Punta Cana. Unfortunately for health reasons I can’t make it on November 28,2024. I called the airline and they said that it’s a non refundable package. They didn’t even allow me to change the date and if needed would have paid anything extra. This is unacceptable I have been saving money for my trip with my niece and her child and now I can’t get my money back or at least half of it. They are crooks. I do not recommend them and if there is zero to rate them I would have.
They did not allow me to speak to a supervisor, telling me that he will tell me the same things. Unbelievable……..!!!????

Paid £80.00 so that I could sit by the window with my daughter as I suffer from claustrophobia. At the airport our seats were changed and ended up sitting in the middle of the plane. Emailed Airtransat to complain, after 45 days they had not replied, emailed again! 2 weeks later a curt email said they would not refund as the seats that I was allocated were the same value as what I had booked. Emailed again, curt email back again refusing to refund. Awful company to deal with!!

I do love that they fly direct from Toronto to Manchester
The flight to Manchester was good friendly staff , but the raw shredded carrot dish with my supper was awful especial using the wood fork . The rest of the food was good . it was a late flight out 1150 pm and having a full supper at 1230 am was not good . How about a lighter meal at that time and a better breakfast instead of the loaf i got . I paid for the option plus . which gives me a blanket mask ear buds, small can of pringles and priority luggage on and off . I thought free drink too but got nothing only with my dinner which everyone had . apart from the carrot dish i would say inflight entertainment needs a good revamp ( i flew air can in the summer to Manchester and it was awesome films etc )
Everything was dated really needs fresh stuff .
Flying back from Manchester , i needed to size my hand luggage something not done in Toronto . tip at Manchester watch the board because as much as it says relax . i was lucky to see the gate come up i walked straight down and they were loading the plane very quick . staff were nice again entertainment was not good. As much as I love the option plus when you are going back maybe they can give you a choice of a different item as you may already have the blanket and head set from your flight before. maybe a bottle of water or toothbrush and paste . to make it different . I am glad it is direct

Having taken 5 long-haul return flights with them, I'm convinced this is the worst airline.

Air Transat - from the quality of their website to the experience one has in person, everything feels extremely mediocre, subpar for the prices they are charging, and for anyone who has travelled across the world and lived in Asia, Middle East and Europe.

I'm a UK-based frequent flier and take Business class for long haul flights and Economy for flights within Europe.

I've taken a total of 5 return flights with them from Manchester (UK) to Toronto (Canada) in both Club class (their highest grade) on 3 occasions and twice on Economy (with Option Plus or extras such as choosing seat). My reason being, this is the only airline presently offering a direct route between the two cities.

With every dollar you pay to Air Transat towards extras, such as buying Club class instead of Economy, or opting for Option Plus/Eco Flex, you're pleading with them to make your experience "less crappy" rather than enhancing it, or making you feel elated.

To give you an example, their bag drop lines are always long, counters understaffed, uncooperative, and mismanaged. At Toronto Pearson Airport on September 3rd, the 2 "dedicated" counters for Option Plus kept serving Club class passengers and 'ignoring' any requests for clarity from people waiting in the (correct) Option Plus line. Whereas the one counter marked Club class was unstaffed and the ones marked "Special Service" seemed "forced" to accommodate Option Plus members as lines grew. Just chaos, confusion, long wait for everyone and not a sign of care on their staff's stone cold faces, no willingness to interact with customers eagerly waiting in lines.

That's the worst part: NO ONE takes responsibility at this airline, or treats customers with courtesy. A "sorry for the long wait" or a smile from a member is a rare occurrence and too hard to deliver for their entitled and nonchalant staff. Maybe acceptable in Canada, not how the rest of the world operates - and for a global airline, operating in a globalized world of 2024, this dated attitude is simply inexcusable.

In effect, I paid £84 for a quicker bag drop experience that I didn't effectively get. But, yay, I did get a small can or pringles on board and a 187ml bottle of red wine as I was flying with Option Plus (that you have to REMIND the crew of; they are not always attentive to Option Plus stickers on the seats)

Their Club class also feels like a giant waste of money. The seats are definitely comfortable but akin to Premium class in other airlines. The attitude of staff is maybe "acceptable" by North American standards. If you're used to flying Premium or Business in a European airline, you'll find their Club class (attitude, on-board service, quality of meals, bag drop experience...) lacking, deficient and vastly overpriced.

Finally, both Club Class and certain Economy tickets costing more are "modifiable" and I have always paid extra to buy these kinds. But to actually change the dates without having to interact with a human is a rare, lucky occurrence as their website will not work most of the time. "Sorry, an error occurred," when searching dates - no reason, it's an old system and interface and am too used to it by now.

Your options are a phone call which can be a one to two hour wait and can often "hang," or their Facebook Chat which, according to their agents, is "not a live chat." For them to be able to change your booking or dates and add Option Plus and take a payment will mean you STAY at your device for a *minimum* of 1.5-2 hours and watch out for their replies like a hawk because this is "not a live chat" and they are "trying to help multiple customers as fast as we can."

After they make your changes and inform you of the updated prices, these "not live chat" agents give you exactly 1 hour to return to their website and manually make your payment. Very dated way of doing things, like we are in the 90s and they just got used to the internet.

This is probably the only airline where flying Economy actually felt to me like a bargain in comparison to paying a premium for Club class or extras.

Flying with Air Transat is a test of your patience; to what extent you're willing to endure suffering and degrade yourself as a human and a passenger.

"Thank you for flying Air Transat, we hope to see you again."

Air Transat has joined others in the airline industry being opaque on baggage policy. I booked a return economy LGW- YYZ flight and selected 'option plus' to cover a check-in bag. At LGW for the outgoing flight, I was initially told I would have to pay for a bag. I said I had checked in without incurring a cost and the agent then looked and agreed it was paid. On the return flight when I checked in, the site noted 100 dollars for me to check a bag. I completed the check-in without selecting a check- in bag and then phoned Air Transat Customer Service. I spent half an hour on the phone, with about half that time on hold with the agent, as the 'system was slow'. After keeping me on hold the agent assured me that the bag was included and I would not need to pay extra. Surprise, surprise but upon arrival at the airport I was told I would need to pay 100 dollars and that the 'option plus' only covered the outgoing flight. My comment about the conversation with the customer service agent fell on deaf ears. As it is, the website needs improvement to make costs clear as it was not obvious that each leg of a flight needed 'option plus'. The current situation with airline baggage fees and extras is out of control, with a lack of clarity and I will be following up with the appropriate authorities overseeing airline regulations. There are now countries moving ahead to provide better clarity.

I was worried when I saw all the bad reviews but credit where credit is due - the flight was half the price of BA and Air Canada, it ran on time, the plane was modern and clean and the legroom was ample. The food was good and the onboard service was fantastic - really friendly and nice people.

I booked 2 seats on a flight that was already sold out forcing me to cancel the flight. I then had to buy another flight. When I got back to the UK you took £160.00 off the payment I made, why did you allow me to book a sold out flight in the first place? I am not the only one who was ‘scammed’ on the same day like this there were at least 3 other people next to me having to cancel their flights because we were told we did not have seats. If you don’t have the seats why advertise them for sale? I would not recommend this airline

My south vacation was recently altered without my knowledge. They switched it to a date that was unacceptable for me, and I tried multiple times to contact them to change to a different date. I gave up on the automated chat and decided a person was a better option. The first representative wasn’t very polite, and stated that I had knowledge of the change and that it was past the 28 days. The second representative put me on hold and after 45 minutes I realized they were not coming back to the call. My third agent that I tried was extremely helpful, and when she realized that I had not received the documentation stating the change, she was offering me dates that I could switch to. Unfortunately, none of those worked but then she was able to give me a full refund. Thank you Adlise for your professional and courteous manner in dealing with my situation. I regret that I can’t go on the holiday as planned, but at least with Adlise’s help, I was able to reach a suitable outcome.

Once again called after a long wait to confirm my flight and seat, was told I was been transferred to another department as was booked via an agent. I did say to the agent I know I won’t get to talk to someone there she advised I would not have to wait and transferred me to a connection which told me they were closed for the day. Total joke! Not that I did not know this was going to happen. Worst company I have ever dealt with. I see my previous reviews on this web site were deleted, obviously they don’t like reviews about how they treat. Single dad traveling with his 4 and 12 year old kids and been totally treated like ****. That time they would not give me boarding passes after my bags were checked through and I had to wait 3 hours to 2 am in the morning only to have a porter agent help me . This company is dishonest disgusting and disrespectful. Do not use them!