Air Transat Flight Delay

wendymac1

We were delayed on a flight on 2nd June from Calgary to Gatwick on Air Transat for 12 hours. The airline gave us food vouchers at the airport, and at the end of the flight issued letters offering $200 CAD per passenger off next flight. The conditions were that you had to book and pay for flights then claim the money back. We saw this as an opportunity to book another trip - the only destination from the UK is Canada, and even on budget airline not a cheap trip for a family, so this effective discount was great, but still not a cheap holiday. We booked and paid the full flight price, then followed the instructions on the letter, submitted a claim by email, and asked for a time scale. Three weeks later, having paid full price, we have nothing other than automated response, and the UK office says it can only be dealt with in Canadian office. There is a 'Toll' free number, but doubt it would be free from the UK, so could be a very expensive business. Even a confirmation of time scales would help. We were so impressed that this compensation was offered automatically, but now wondering if it will happen. Has anyone had experience of this with Air Transat and should we stop worrying?