My complaint:
We paid for Option Plus with our vacation. We went to Dominican Republic on Dec 7th 2021 returning on Dec 15th 2021. We purchased Option Plus as we could do seat selection. We chose seats in row 3 J and K .. for the trip to Dominican Republic and we chose seats in row 5 J and K for the return trip home.
when we got to the departure gate we waited for boarding. However when we had waited an hour over boarding time we were advised that there was an issue with the plane we were to board and the departure gate was changed to another gate as we were changing planes due to the issues with the plane.
When we were waiting at the other gate we were told that there was going to be seat changes due to the different plane.. We thought nothing of this as we had purchased option plus and had in fact paid for our seats so we shouldnt have to change seats.
This was not true 58 people had to switch seats due to the different plane. Our names were called to switch seats and we advised the people at the gate that we had paid for our chosen seats and it was not right that we now dont get the choice in which seat we get.
I advised them we chose the rows we did as I have Menieres Disease and need to sit closest to the front as possible due to the smaller amount of felt turbulance in the plane.. This didnt seem to mattr and we were changed to row 10 J and K . Still not bad seating you say… Lets not forget we had paid for OUR choice and now we had NO choice.
We boarded the plane and to our surprise it was a club cab plane.
The club seats were empty…We just changed seating around for option plus people who paid for their seating and club cab is EMPTY….
We now had people who did not pay for their seats sitting closer to the front of the plane in the row we choose and we the people who did pay for their seats sitting further back in the plane with NO choice of the seats they were in… How does this make sense…
Since this was to no fault of the option plus people or anyone else for that matter, we thought that when they changed the seating , the option plus people should have been offered the option of going into the club class seats, instead it sat empty. They would not have had to honour all the benefits that come with club class , it would be options plus benefits still. But NO they would rather it sat empty. I find this terrible we didnt get what we paid for in the seating aspect of our trip.
Im not even sure why they had to go thru changing the seats in the first place as on our return trip home it was the same plane and they didnt switch anyones seats coming home..
We did however ask a flight attendant if we could move to the club seats and thy knew we were option plus, and the answer was do you want to pay to upgrade. HELL NO we already paid for something we didnt recieve.
On our return trip it felt like we were in a sardine can.. The person in front of me put the seat all the way back the entire flight home, even when we were trying to eat our food. The flight attendant asked her to put her seat up, however the girl ignored her and nothing else was said about it…It was so uncomfortable for 4 hours…
In closing I would like to add that when you purchase an option like Option Plus it costs you money to do so, we should not be expected to change seats and there was no reason to have to change, the right thing to do would have been to offer the option plus people a seat in the club class without the benefits of club class. Instead we are out the money paid to sit in a row that we wanted.
We fly Air Transat alot , except for the last 2 years due to the pandemic.
We have always flown with you as we usually never have a problem and if we do your quick to resolve.
Suggested solution:
We are looking to have the cost of what we paid for the option plus benefit.
at least the seat portions. There was 2 of us travelling my husband and myself.
