Do I stand any chance of getting my money back - Air Transat what a joke!

MunkyBunky

I booked three flights in January 2023 for travelling from London Gatwick to Toronto on 24/07/2023, through TravelJunction for Air Transat Economy which included 1 pc of hold luggage each for the sum of £1961.16

This was checked and confirmed on the receipt, the E-Ticket and Air Transat app before travelling.

When our party arrived at the Airport they were told that we had to pay for 1 item of hold luggage each or they could not fly as our tickets did not include luggage even though we had provided the booking, the E-Ticket and the app all showing that the luggage was included.

Air Transat told us TravelJunction have only payed them for budget economy which does not include luggage. TravelJunction say Air Transat were wrong. Neither would speak to each other and my party was stuck at check in.

As this went on and the flight was getting close we had to pay the £65 per item (£195) so they could fly out and try to sort it out later or would mess up the whole holiday.

We Contacted Air Transat online and they tell us that TravelJunction payed them for Budget Economy and not Economy and we had to take it up with TravelJunction.

We spoke to TravelJunction numerous times and they are blaming AirTransat and have told us they cannot help, our dispute is with Air Transat. Yet the service we bought was from TravelJunction.

No support from TravelJunction with AirTransat to help get it sorted at the time and when we told them we had to pay so we could board they asked why we did that and would not help to get our money back or speak to Air Transat.

Air Transat told us online that we had to log a refund complaint but they would not look at it for at least 30 days and my party still has to fly back!!!!!!!!

No Customer service, no support from TravelJunction

Air Transat shame on you we could prove it.

On top of this the flight took off late, they moved our seats as so many were broken, no flight entertainment, no choice of food and then 2 hour late arrival.

Do we stand any chance of getting our money back?

Westin

You also posted a very similar thread at the same time. It might be best to seek help and guidance from just one.
https://forums.moneysavingexpert.com/discussion/6462361/traveljunction-i-advise-you-to-avoid-no-support-when-things-go-wrong#latest

CKhalvashi

The airline have only provided what you've paid for. Any additional luggage will be chargeable as it increases costs for the airline.

Your contract is with Traveljunction, who as far as I'm aware are an unauthorised agent. They are your chosen agent for the purpose of this contract.

As you have booked with an agent and not the airline your transaction does not meet any legal requirement (namely the debtor-creditor-supplier part) for S75 so I don't need to ask how you paid.

Your best bet at this time will likely be to dispute the charge with your bank via a partial Chargeback, which can be either a credit or debit card. As you purchased a future dated item the relevant date will be 120 days from the date of discrepancy. Also remember that you are likely to have to pay similar luggage charges on the return journey (and the agent is likely to cancel your return flights home in the event of a dispute), so I'd advise probably not speaking to the bank until your return.

Alan_Bowen

Having seen the reviews of Travel Junction and the company behind it, I suspect strongly that in order to appear the cheapest they did book seats without luggage included. I assume you found them through a comparison site where unfortunately many agents advertise fares which simply do not exist or have major restrictions, such as no luggage. When you get home I suggest you ask the airline to provide you with proof that the fare paid did not include bags, they have no reason not to and then seek reimbursement from the agent

TELLIT01

As a first step I would request evidence from Travel Junction to prove what was actually booked an paid for.  That will provide all the proof you should need in order to chase the correct party.  If Travel Junction refuse I think it gives a pretty clear indication where the fault lays.