Air Transat cancellation - no refund?

bignred05

jetskiwillie said:

Received two emails from Air Transet last night,informing us that our flights from Glasgow to Toronto on 2nd June 2020 had been cancelled,each email contained a voucher, the value of these vouchers came to the full amount I had paid for the flights. Been in touch with Insurance company but not covered. Phoned Air Transet this morning (very surprised how quick they answered the call) to claim a refund, was told to email the request to customerrelations@transet.com, has anybody been asked to do the same. What proof do i require from the Air Transet to proceed with a chargeback,or Section 75 on my credit card?

A charge back is your first option.
and by the sounds of things try calling your credit card company it may get the desired result quicker going by other posts.
you will need the transaction details/dates etc and the cancellation email from Air Transat.
some credit card companies allow you to email them direct if you look on their web site under charge back for goods paid for but not received.

By the way if you look at Air Transat's twitter/facebook page NO one is getting a refund, they ask you to DM them to keep it off the home page, then you get a message back stating credit note only. so good luck with your email option 

Annaj45

Hi, 
We are in the same predicament having had our flight to Vancouver cancelled for May. We had booked club class for a special anniversary and stand to lose a huge amount of money. The flights for next year are available but we are losing £2,000 when we rebook. Has anyone got any suggestions? We have emailed to no avail but this cannot be legal. We are out of pocket and have lost a huge sum of money! 

Help!!!! 

jem16

Annaj45 said:

Hi, 
We are in the same predicament having had our flight to Vancouver cancelled for May. We had booked club class for a special anniversary and stand to lose a huge amount of money. The flights for next year are available but we are losing £2,000 when we rebook. Has anyone got any suggestions? We have emailed to no avail but this cannot be legal. We are out of pocket and have lost a huge sum of money! 

Help!!!! 

Follow everything that's been detailed on this thread already.

1. Contact Air Transat by Facebook Messenger or Twitter and request a refund citing EU261 which says you must be given a refund within 7 days. Once you have their refusal in writing via one of these methods then proceed to the next stage.

2. Contact your bank and request a chargeback for "services not received". Hopefully you paid by card, preferably credit card.

3. If the chargeback fails either initially or at a later date should Air Transat dispute the chargeback then if you paid by credit card then proceed to claiming a refund under S75 where your credit card provider is also liable.

4. Email the CAA ( Civil Aviation Authority) and complain about Air Transat refusing to refund you despite EU261. The email address for them is in this thread.

jetskiwillie

Have submitted a complaint to CAA about Air Transat, when I get a reply will post it on here.

jetskiwillie

Have had quite a few reponses from Air Transat today by PM facebook and email to my request for a refund.

1.Due to extraordinary circumstances, we had to cancel our flights until June 30th. In this event, our flexibility policy confirms a future travel credit valid for 24 months from the initial travel date. We strongly believe that this offer gives you the flexibility to rebook and enjoy a trip with us in the future. The recent Canadian Transportation Agency (CTA) statement issued on March 25, 2020 regarding the issuance of credits also supports this approach and recognizes that it is “an appropriate solution in the current context.

I wish you a good day

2.

I understand that this was not the answer you were hoping for but this is our current policy and we reiterate that the present situation is a case of force majeure, on which Air Transat has no control. This clarification from the CTA simply refers to the terms and conditions of each airline. We consider that, in this extraordinary situation, this credit, which is valid for 2 years, constitutes a flexible offer for our passengers. And this position remains supported by the Canadian Transportation Agency. This being said, if you purchased travel insurance and are entitled to a full refund from them, you can decline the credit and your third-party will provide all documentation necessary for insurance purposes so that you can forward it to them. If you will like more information send to you by email about our policy you can contact our customer relations department at customerrelations@transat.com. They will get back to you as soon as possible.

3.

Sorry about that. Yes, we can cancel your credit and provide the necessary documents for your claim. May you wish to proceed, please contact our call center. There is currently no wait time so an agent will be with you shortly. You can dial 1-877-872-6728 or 00 800 87 26 72 83 if you're in Europe. Please select option 3 from the main menu.

Let me know if you have any further questions.

4.

We do suggest that you check with the insurance first to make sure that they will cover you. If you have travel credits that cover the value of your trip, the insurer will not refund you. That's why we can void the vouchers in order for you to claim a refund. If the credits are canceled and you didn't get coverage, we'll need proof that your claim was declined by the insurance company. We could then reactivate the credits if needed. That being said, to save yourself some unnecessary steps, it would be better to check with them first.

All the above came via Facebook from Air Transat.

This came from customer relations at Air Transat who I emailed on the 15th May

We are sorry to learn of your dissatisfaction.

We have taken exceptional measures in exceptional circumstances of force majeure, allowing our customers to use credit for 24 months. We are confident that you and all our customers will be able to travel again in the not too distant future, once the crisis has passed.

The Canadian Transportation Agency (CTA) statement published on March 25, 2020 regarding the issuance of credits also supports this solution and believes that it’s "an appropriate approach in the current context".

In view of the above, we regret that we are unable to comply with your request for a refund.  If you have insurance coverage, we will be happy to provide any required confirmation, upon request.

Thank you for your understanding.

Customer Relations Team

Hopefully some of this is helpful

jem16

Template replies as my son got the same. Still totally ignoring the CTA update in April that clarified vouchers were an acceptable course but did not negate airlines obligations nor passenger’s rights. Do not correspond with them any further and proceed to chargeback.

jem16

Can everyone on this thread please complete this request please?

https://action.which.co.uk/page/s/flight-complaint

bignred05

jem16 said:

Can everyone on this thread please complete this request please?

https://action.which.co.uk/page/s/flight-complaint

Done & Thanks

Marmaduke123

jem16 said:

Can everyone on this thread please complete this request please?

https://action.which.co.uk/page/s/flight-complaint

 Done, thanks.

jetskiwillie

Done, thanks