airtransat.ca

Terrible customer service

My family and I were on the flight to Cancun today. We were scheduled to leave at 250pm. After an hour of waiting, we were told the planes wings had to be deiced. This made no sense as we were already on the plane for an hour before this even began. After waiting another hour to finish this process, the plane didn't have enough fuel to reach our destination and proceeded back to the gate to refuel. This took another hour and we finally departed at 530 after waiting 3 hours in the plane. It's understandable they can't tell us everything that's going on. But the pilot and crew were not transparent at allAfter half an hour in the air, the flight was turned around, once again without letting anyone on the flight aware of what was happening. Once again, I'm sure it's protocol to not let everyone know exactly what's happening, but after the delays already this was very frustrating. Once we returned to the airport we waited another 2 hours on the plane to make sure everything was fine. Firefighters were brought onboard but zero communication was had with the passengers. After the all clear was made, we returned to the gateWe were told there was going to be air Transat representatives helping us through the whole process. We had to go through customs again to get our luggage. After an hour wait there, my family went to the Air Transat desk where we waited until 1130pm to try and get a room. It is completely false that they tried to accommodate everyone with rooms. Myself, my wife and my 6 and 3 year old children had to wait until 1130pm to book our own room on our own dime to try and make the 9 am flight the next day. We are from Niagara and they were trying to put us in a cab. There was at least 40 of us waiting until the end, most with families, that were completely let down by this airline. This is a complete disrespect to everyone who was on that flight today

Date of experience: Dec 11, 2025