Air Transat complaint: Refund 0f Covid-19 cancelled flight airfare

We purchased tickets from Toronto to Patis on a flight with Air Transat in April (return flight in May) 2020, which was cancelled due to Covid-19 pamdemins. We purchased the tickets from GATE1.CA, an online travel agent.

We are requesting refund of $1300 airfare for the cancelled flight. Air Trnasat tells us that the travel agent should process the refunf through their syste. The travel agent GATE1.CA respond that they do not have an authorization from Air Transat to refund. We are caught in the middle of these two conpanies who obviously try to avoid refunding the airfare.

Our complaint is against Air Transat because the service provider of the flight is Air Transat and not GATE 1.CA Air Transat has received the amount [aid for the ticket as they provide ultimately the service.

Air Transat should not use the fact that we purchase the tickets trough an agent who is merely an intermediary, to escape its responsibility to refund the tickets.