Air Transat Refund Amount - Help!

[krystalball]

So according to our contract with Air Transat, we were to be refunded the cost of one trip (less fees and surcharges) for every 15 adults travelling for 7 days as part of our wedding group. We have 33 adults booked, so will be getting the base cost of 2 trips returned to us.

 

According to our contract, the base price of our trip was $1,089 plus fees of $386 ($1,475 in total). When I check our trip online right now, it also shows a similar base price (fluctuating daily) with a constant $386 in fees and surcharges broken out. Air Transat has told me that they will be refunding me $1,510 for two trips instead of the $2,178 I believe I am owed ($1,089 x 2), and my TA has said that the difference is just additional fees and surcharges (i.e. we get back $755 per trip, meaning only half the cost of the trip is for flight and accommodations).

 

Has anyone run into this issue with Air Transat? I thought by Ontario and/or Canadian law they had to disclose all fees separately from the base price, but I can't seem to find that regulation when I google it. I've asked my TA to request an itemized breakdown of the cost of the trip to prove their math, but apparently Air Transat isn't willing to do that. 

 

Can any of the Canadian TA's chime in on the rules for breaking out additional fees from the base price? @@TAPreety @TADarci 

 

Hoping someone here can help me get my additional $668 owed to me....

[780chick]

I was married in 2012, but we did get two free trips through Transat and I can tell you the amount was the base cost not including taxes. I'm not sure why yours is less than that. I'm not sure if the rules have changed, but I would fight it!

[TheFutureMrsRoberts]

We just did the final payments on ours and received two complimentary trips as well. I don't know about yours, as Air Transat typically has direct flights to its destinations, but for our Air Canada package, we still had to pay the taxes and 'connector fees' ($510 out of the $1,815) so it didn't turn out to be 'two whole trips' but it seems as though you should have gotten more than the $755 paid for ... best of luck!! 

[TADarci]

Hi...it should be the full base rate that is being given to you as a credit. Without seeing the contract I'm unsure as to why it's less...did you have some guests book resort only? That can reduce the refund amount.

[ashhtayy]

@@krystalball Ah! I am not help to you because we are not at that point yet. Hopefully some of the Canadian TA's will have some feedback for you.

 

I will email my TA and see if she has any useful information I can share with you as we are Air Transat as well. 

[krystalball]

@@780chick Thanks! I'm not giving up without a fight. That's a lot of money they're not giving us and it seems pretty clear that the fees should have been spelled out in the contract if they were going to charge them later!

 

@@TheFutureMrsRoberts As you guessed, our trip is direct so no connection fees should apply. Was the connection fee spelled out to you during the quotation process / in your contract so you knew how much you could expect to be reimbursed?

 

@@TADarci Our contract states "Every 15th adult passenger booked under the group will earn a complimentary passenger (16th adult passenger free). Complimentary passengers are a monetary refund given after final payment has been received for the entire group, based and earned on least expensive adult double occupancy package, excluding taxes, connectors and surcharges. Up to a maximum of 4 complimentary passengers can be earned on the group. Passengers booked outside the group, with the hotel direct, or land only will not count towards the complimentary passengers."

 

Our cheapest double occupancy package (Toronto) is listed in the contract as $1,089 plus $386 in fees. This also matches the online pricing that includes $386 for our trip listed as "taxes and fees". We do have a person booked as land only and some booked outside the group, but we still met the threshold for a refund of two complimentary passengers based on the other guests.

 

@@ashhtayy Thanks for your help  Will be interesting to see what your TA has to say

[snswedding2016]

@@krystalball we used Transat as well but our contract was a bit different. We received $1000 for every 16th passenger (they had to be travelling the full 7 day package though and our land only rooms obviously didn't count). To me it sounds like you should be getting the $1089 for every 16th guest. 

Edited February 24, 2016 by snswedding2016

[bride2016]

I agree with @snswedding2016 

 

Our agreement was actually that for every ten rooms booked, bride + groom only pay the taxes on our package.. which were around 3-400 or so. So we ended up paying for only our tax which equalled out to be about $1280 x 2 saved by Chester and I.

[krystalball]

@@snswedding2016 @  Thanks ladies 

 

I've asked my TA to escalate this further with Air Transat and if that gets us nowhere, to give me the contact info so I can escalate myself. Fingers crossed I don't have to go to small claims court to get the almost $700 they don't want to pay me 

[snswedding2016]

@@krystalball this is the email my TA gave me to address my issues with Transat customerrelations@transat.com