Air Transat apologizes to Burnaby woman after cancelled Panama flight

A woman from Burnaby is relieved to get an apology– and cash — after dealing with a cancelled flight home from Central America.

Lucinda Kunkel says she spent weeks trying to get a full answer from Air Transat before reaching out to the media with accusations the airline was making a profit from her rebooking a trip from Panama to YVR.

“I booked this trip in September with a January 28th departure to February 19th return and everything seemed fine up until January 16th when I received an email from Air Transat that literally just said that they had cancelled my flight home,” Kunkel told CityNews from Rio Hato on Monday, where she has been celebrating her parents’ 50th wedding anniversary.

She says she was told the refund would automatically be applied to her method of payment.

“They just said the reason for the cancellation was a ‘partner airline change’ and my total return home was cancelled.”

Kunkel called Air Transat immediately and says she was told the refund for both the Transat and Porter portions together totalled $560. She explains she was recommended to rebook her flights separately.

The problem, Kunkel says, is that just the flight from Panama to Toronto now cost $550 and the segment from Toronto to Vancouver would be an additional $222 and, due to the flight schedules, would now require an overnight stay in Toronto.

“So I called Porter to see if they could help me out and I was surprised to hear that they had offered Transat — as my booking agent — to reassign me to another flight or to cancel with a refund. Obviously, Air Transat opted to cancel without consulting me,” she said. “Porter said they refunded Air Transat my money and basically told me to take it up with them.”

Kunkel accuses Air Transat of “pocketing” the Porter refund as extra profit instead of working to reschedule her flights home.

“I didn’t see a penny of that and I had to pay $222 just to get home to Vancouver, plus a hotel now to stay overnight.”

Kunkel made an email complaint to the airline’s customer service department on Jan. 16 but had heard nothing as of Monday, pointing out the company has 30 days to respond before she can submit a formal complaint to the Canadian Air Transportation Agency under the Air Passenger Bill of Rights.

“I understand, due to the rules, they are supposed to offer either reassignment or cancellation when things like this happen, but they did not offer me the choice.”

After CityNews approached Air Transat about Kunkel’s situation, the airline offered a statement acknowledging things should have been handled differently.

“Upon reviewing the case, we acknowledge that our initial response to the flight changes should have included more alternatives for the passenger. In accordance with our Standard Operating Procedures in the event of a partner airline cancellation, our agents are to actively explore all possible rebooking options, including those with other carriers, even if they involve overnight connections,” said Bernard Cote, Director of Marketing and Public Relations for Air Transat.

“We are currently investigating this specific case further and will be contacting the passenger directly as soon as possible to offer a solution that meets her needs.”

Kunkel says the airline then quickly offered her a full apology and payment for both her flight to Vancouver and hotel.

“Please accept our sincere apologies for the inconvenience caused by the cancellation of your flight. Following the analysis of your file, we will grant you the difference you paid between the two flights, being $211.42, as well as the cost of your night at the hotel,” the airline said in an email to Kunkel.

“They were so much more responsive and fair after you got involved,” Kunkel told CityNews ahead of her return flight next week.