I flew with them in April $89 return from Toronto. I would describe their customer service as garbage. I tried talking to eh agent at the airport and he blanked me. didn't respond to anything i said. All i got was tickets please, then passports please. Seemed like his boyfriend broke up with him the night before or something. He was toxic. The flight attendants were nice and the flight was alright other than my screaming 2 year old who doesn't like being cooped up in a plane as we found out. We noticed our return flight was scheduled through sky service, which they don't tell you until after you have paid. They went out of business just before we left so we received new tickets, but weren't told which airline. But we had a flight number and a time. I called from the hotel to confirm and yes the air transat flight with that number and time was on time. Get to the airport, no check in's for Air Transat. couldn't find anyone. Got into the mile long CanJet line and started calling Transat. Had to make 3 calls, only person i could talk to was at Seat reservations who didn't know what was going on, but I told her the situation and that i wasn't getting off the phone till someone got us some help. Turns out we were on the CanJEt flight, no one told us. Then the plane was delayed over an hour after saying it was on time. Then the gate got moved and no one heard the announcement, except for a few people. They moved and one of them came back to tell people about it so we all spread the word.
All of this left me with a bad taste. Add to that our flight home was originally at 10am, because we have a 2 year old and knew that was the time he would be awake and alert and better for the other passengers, no one wants a screaming baby on their flight. They moved our flight to 8:30pm and we got into Toronto at 1am. when they changed the flight i called and left a message 3 times asking to change to an earlier flight, no one got back to me.
Had it been my wife and I we probably wouldn't have cared as much. But we had a 2 year old and it was bad because his bed time is 8 and he was up till 1am on a flight. When I got back I called to complain, left a message as no one answered for over an hour. I wrote an email to them, no one responded. SO needless to say my opinion of them has dropped a ton. I have flown with them to England, France, and Florida before, maybe 7 or 8 years ago, and they were fine.
My theory is if you wrong me in some way but apologize or at least answer my concerns, I am fine. I like when a company makes it right. I don't need free things to make it right, just an acknowledgement of my concerns, and an apology. If i get that, they get my business again. everyone makes mistakes, but ignoring them is not acceptable.
Do yourself a favor and drive to Buffalo. I live in Bowmanville just east of Oshawa. it's worth the 2-2.5 hour drive for us to save hundreds. Unless you can get a flight under $100 it is not worth it because of the taxes. we have flown southwest and Airtran, had flights around $70 each way and we usually save about $350-$500 for the two of us.
Sorry for the long post.
