[ticked7]

On September 11th, 2011, my daughter flew from Toronto Pearson to London Gatwick,to attend university. Boarding in Toronto she had a large suitcase, a knapsack containing her laptop, a piece of carry-on, and a purse. The only item weighed at the Air Transat Counter was her large suitcase – none of the smaller bags were questioned.

In preparation for her return on December 18th, 2011, I called the Air Transat Customer Service, Baggage inquiry line on November 11, 2011. I explained to their staff she was returning home after completing her first term at university and inquired if there were any “products” or “promotions” which I could purchase to alleviate the cost of any excess, allowable weight. The agent advised that the only package available was OPTION PLUS, which for $60.00, which included a supplementary baggage allowance of 10 kilograms and the ability to pre-book her seat.

Upon checking in at Gatwick to return home, the agent told her all pieces of luggage with the exception of 1 carry-on had to be weighed even though she saw that some of the other female passengers were allowed a carry-on and a purse – which were like satchels).

All items weighed put her baggage in excess of the extra 10 kilograms we had pre-purchased, in fact, all of her items totalled required her to pay an additional £236. She was quite distraught to say the least, as she is funding her own education and money is tight. Upon seeing her state, the agent advised her she COULD have purchased the PREMIUM PACKAGE for $90, which would have covered the excess. What is more maddening, is the fact that despite us acting in good faith by purchasing what was offered to us a month prior to departure, the PREMIUM PACKAGE was not offered then, nor to her once she was at check-in.

I am very upset with the lack of communication and inconsistency in traveling with this airlines. We didn’t misread; we called and explained the situation to their staff who in turn did not inform us of all the options available to us.

I emailed the airline and they responded the next day asking for flight information. It was immediately given to them. I have sent several follow-up emails to which I only receive an automated response.

This is customer service????