My complaint:
I am following up on a letter of complaint sent via registered mail on Jan 18th, 2023.
On Aug 8th, 2022, I booked with Air Transat (booking Ref BKGGOO/Ticket 649 5221 156616) for a return flight from Ireland on Aug 9th, 2023. Flight TS231. The previous day, I lost my West Jet flight home as I could not access the ArriveCan app the morning of my departure. I was still having problems with the app on Aug 9th in the morning, so I stayed at my hotel to and print all the details and arrived at the Air Transat desk on a priority booking at 11:45. I was denied entry as the gate had just closed’. I begged! It was still 1 1/2 hrs to departure and I had paid extra for the flight. The flight assistant called her supervisor, who was at the passenger loading area, explained my situation and gestured for me to load my bag onto the scale. There was a miscommunication between the supervisor and this lady at the check-in, so then she gestured for me to take the bag off the scale. She told me she was mistaken, her supervisor did not permit her to open the desk for me. I asked to speak to the supervisor. She refused to do this as ‘not company policy’ and also refused to give me her supervisor’s or her ID number. No one was wearing a name badge. I frantically tried to call Montreal and was lectured like a child for being too late, even though it was clearly possible that it was up to the supervisor’s discretion to let me on the flight.
I could not book or transfer the flight and was told I had to book a new one.
When I returned to my hotel, I did.
I have a copy of the European Air Passenger Rights Complaint applying to all flights operated by any airline from any EU airport. This should not have happened. Please advise and issue my refund for my hotel and my flight.
Sincerely, Rosemarie Salvatore.
Suggested solution:
refund my flight and the extra night hotel and food i incurred.
