Air Transat cancellation - no refund?

DPS-2016

I'm expecting to be in a similar situation soon with my June Transat flights.  
Honestly, I think their behaviour is reprehensible.  
They may, like other airlines, be fighting for survival - but so are people.  They have a right to coax you into taking vouchers.  But I personally think it's despicable to refuse a request for refund when the airline cannot provide the service you paid for in good faith.  
I'd certainly think twice about flying with an airline who engages in such behaviour - particularly during a global pandemic.  

bignred05

I'm in a similar position awaiting Air Transat's latest travel update.
we have return flights from Manchester to Toronto, outward early June, return mid June.
think I will en up going via the chargeback option. watch this space

bignred05

As expected our flights to Toronto next month have been cancelled, had this email earlier this afternoon 

Hello, Due to the ongoing global COVID-19 pandemic, we must extend the suspension of our flights until June 30, 2020. This difficult decision stems from the travel restrictions still in place, as well as the continued uncertainty about when the borders will reopen, both in Canada and at the destinations to which we fly. In this context, we must accept that a resumption of flight operations prior to this date is not feasible. Given this situation beyond our control, we’re sorry that your travel plans cannot come to fruition. Since you have a trip planned with Air Transat in June, you will receive a credit for the value of the amount received on file, which you can use within 24 months of your original return date. This credit will automatically be applied to your file, so you don’t need to contact us to request it. Your file may be processed in several steps: for instance, one passenger at a time, or your seat selection (if applicable) in a second step. But rest assured that the full amount of your booking will be credited. For more details, we invite you to consult the frequently asked questions on our website. The current situation, which is hitting the tourism industry hard, is forcing us to take these exceptional measures. However, we remain committed to resuming our operations as soon as possible, while respecting the necessary health measures to ensure your safety, which remains our top priority. We thank you for your loyalty and look forward to seeing you on board. Because one thing is certain: when travel once again brightens your everyday, we’ll be there. Obviously my next question is I would like a full refund, I have booked & paid via my credit card and paid over 3 bookings (Flights, luggage then extra leg room seats)  Do I wait until after the date of the flight to be cancelled or is there email enough to go off for the flight cancellation

Marmaduke123

Yes, we had this email too. Our flight to Vancouver should have been June 30th. It's a very generic kind of email, I would really have expected something giving the flight details. Maybe this will follow?

Life__Goes__On

bignred05 said:

As expected our flights to Toronto next month have been cancelled, had this email earlier this afternoon 

Hello, Due to the ongoing global COVID-19 pandemic, we must extend the suspension of our flights until June 30, 2020. This difficult decision stems from the travel restrictions still in place, as well as the continued uncertainty about when the borders will reopen, both in Canada and at the destinations to which we fly. In this context, we must accept that a resumption of flight operations prior to this date is not feasible. Given this situation beyond our control, we’re sorry that your travel plans cannot come to fruition. Since you have a trip planned with Air Transat in June, you will receive a credit for the value of the amount received on file, which you can use within 24 months of your original return date. This credit will automatically be applied to your file, so you don’t need to contact us to request it. Your file may be processed in several steps: for instance, one passenger at a time, or your seat selection (if applicable) in a second step. But rest assured that the full amount of your booking will be credited. For more details, we invite you to consult the frequently asked questions on our website. The current situation, which is hitting the tourism industry hard, is forcing us to take these exceptional measures. However, we remain committed to resuming our operations as soon as possible, while respecting the necessary health measures to ensure your safety, which remains our top priority. We thank you for your loyalty and look forward to seeing you on board. Because one thing is certain: when travel once again brightens your everyday, we’ll be there. Obviously my next question is I would like a full refund, I have booked & paid via my credit card and paid over 3 bookings (Flights, luggage then extra leg room seats)  Do I wait until after the date of the flight to be cancelled or is there email enough to go off for the flight cancellation

E-mail will proof cancellation.
Canadian law now states vouchers are ok,  so can issue them
English law says that's not the case and you are due a cash refund
Your contract with the flight is no doubt under Canadian law
But a credit card is under English law
So I would first file a Chargeback on your credit card if that fails then file a Section 75, for the refund
 

jem16

Life__Goes__On said:

bignred05 said:

As expected our flights to Toronto next month have been cancelled, had this email earlier this afternoon 

Hello, Due to the ongoing global COVID-19 pandemic, we must extend the suspension of our flights until June 30, 2020. This difficult decision stems from the travel restrictions still in place, as well as the continued uncertainty about when the borders will reopen, both in Canada and at the destinations to which we fly. In this context, we must accept that a resumption of flight operations prior to this date is not feasible. Given this situation beyond our control, we’re sorry that your travel plans cannot come to fruition. Since you have a trip planned with Air Transat in June, you will receive a credit for the value of the amount received on file, which you can use within 24 months of your original return date. This credit will automatically be applied to your file, so you don’t need to contact us to request it. Your file may be processed in several steps: for instance, one passenger at a time, or your seat selection (if applicable) in a second step. But rest assured that the full amount of your booking will be credited. For more details, we invite you to consult the frequently asked questions on our website. The current situation, which is hitting the tourism industry hard, is forcing us to take these exceptional measures. However, we remain committed to resuming our operations as soon as possible, while respecting the necessary health measures to ensure your safety, which remains our top priority. We thank you for your loyalty and look forward to seeing you on board. Because one thing is certain: when travel once again brightens your everyday, we’ll be there. Obviously my next question is I would like a full refund, I have booked & paid via my credit card and paid over 3 bookings (Flights, luggage then extra leg room seats)  Do I wait until after the date of the flight to be cancelled or is there email enough to go off for the flight cancellation

E-mail will proof cancellation.
Canadian law now states vouchers are ok,  so can issue them
English law says that's not the case and you are due a cash refund
Your contract with the flight is no doubt under Canadian law
But a credit card is under English law
So I would first file a Chargeback on your credit card if that fails then file a Section 75, for the refund
 

I'm not aware that Canadian law states vouchers are ok. They can offer them but legally the consumer still has the right to a refund just as in EU261. Plenty of information on this website and also its associated Facebook group.

https://airpassengerrights.ca/en/covid19/coronavirus-how-to-get-a-refund

Also;

Canadian Transport Agency - https://globalnews.ca/news/6861073/cta-travel-voucher-statement/

I think first move for anyone in this country is to request a refund from Air Transat quoting EU261 as your legal entitlement. Once refused as Air Transat seem to be doing, then move to chargeback via credit card if used.

Life__Goes__On

Thanks for the info

bignred05

just applied for my Charge Back, will update when I hear anything.

*** although I have now found out I made the payments over 2 different cards, hope this does not cause any issues
1 for the flights alone
1 for Luggage & Legroom Seats (charge back on this first)

although I noted this on the form I filled in (below) so I may not hear anything until well after mid June when my return flight date expires or will i ?

Non-receipt of goods/services: We need to wait until after the expected delivery date to initiate your dispute unless you are able to provide proof that the goods/services will not be provided. It is always beneficial to try to resolve this with a retailer before contacting us. Please provide us with full details of what you ordered, when you expected to received it and how the retailer responded to you. If a company goes in to administration or liquidation before delivering the goods or services you have paid for, it is helpful if evidence of this can be provided. 

jem16

bignred05 said:

although I noted this on the form I filled in (below) so I may not hear anything until well after mid June when my return flight date expires or will i ?

Non-receipt of goods/services: We need to wait until after the expected delivery date to initiate your dispute unless you are able to provide proof that the goods/services will not be provided. It is always beneficial to try to resolve this with a retailer before contacting us. Please provide us with full details of what you ordered, when you expected to received it and how the retailer responded to you. If a company goes in to administration or liquidation before delivering the goods or services you have paid for, it is helpful if evidence of this can be provided. 

You have proof that the services will not be provided from the email that Air Transat sent you.

My son contacted Amex to ask for chargeback which they did. The money is already back in his Amex account. We fully expect them to dispute the chargeback. He also emailed the CAA after seeing this article today. You may wish to add your complaint.

https://www.bbc.co.uk/news/business-52606374?fbclid=IwAR2O1aKG0VaKjq8pw8cWclGnlA2JkUOImHnQFNs_fd6SuHI6qRNl6FpT7Ec

bignred05

jem16 said:

bignred05 said:

although I noted this on the form I filled in (below) so I may not hear anything until well after mid June when my return flight date expires or will i ?

Non-receipt of goods/services: We need to wait until after the expected delivery date to initiate your dispute unless you are able to provide proof that the goods/services will not be provided. It is always beneficial to try to resolve this with a retailer before contacting us. Please provide us with full details of what you ordered, when you expected to received it and how the retailer responded to you. If a company goes in to administration or liquidation before delivering the goods or services you have paid for, it is helpful if evidence of this can be provided. 

You have proof that the services will not be provided from the email that Air Transat sent you.

My son contacted Amex to ask for chargeback which they did. The money is already back in his Amex account. We fully expect them to dispute the chargeback. He also emailed the CAA after seeing this article today. You may wish to add your complaint.

https://www.bbc.co.uk/news/business-52606374?fbclid=IwAR2O1aKG0VaKjq8pw8cWclGnlA2JkUOImHnQFNs_fd6SuHI6qRNl6FpT7Ec

Thanks,
I'll see what my other credit card say tomorrow over the phone first I think, can't see any option to email at this stage