If your flight originated in Canada, the regulator is Transport Canada. However, for service quality complaints all they will do is forward the complaint to the airline for comment. They will not intervene in any other way. Your complaint is with Canadian Affair and you should pursue them rather than the carrier (they use Air Transat & Thomas Cook mainly).
The upgrade paid for the following services:
Increased seat pitch (35") and extra wide seat.
Priority boarding
Hold luggage allowance of 30kgs.
Dedicated check in desk allowing quicker check in.
Separate on-board cabin.
Welcome onboard cocktail
Attentive personal service
Individual dinner menu and waiter service
Four course meal with four choices of wines
Complimentary bar service and wine with meals
After-dinner liqueur
Free headphones and amenity kit.
Your problem will be that you will feel that the first item on this list is what you were paying for, plus the extra 10Kg luggage allowance. The rest is frippery. However, the airline will try to argue that it was a whole service, but that individual elements can't be guaranteed.
If it was significantly worse than reasonable expectations, you could try suing in Small Claims Court. Your case will be bolstered if you have photos or evidence of your claim and poor service.
How much luggage did you have? With Premier Service you have 30kg of luggage allowance per person.. that is quite a lot!!
|