Message from Joe Adamo, Chief Sales & Marketing Officer, Transat:

"This comes as no surprise to all of us: the wait times at our Contact Centre are very, very long.

First off, we would like to apologize to you. This is not up to the standard of service we wish to offer, nor is it the standard to which you or your clients have become accustomed.

The truth is that we are receiving the highest volume of calls and messages in our history in circumstances that, even after almost 20 months, remain unparalleled and very particular.

You are most likely experiencing it too at your agency. The labour shortage is felt everywhere, at all levels, and our Contact Centre is no exception. We recalled all the employees we had to lay off due to the pandemic, but the truth is that most of them have since moved on. Which means we are now in the midst of a major recruitment campaign for call center agents, and it’s going well. Of course, training these future employees will require time and effort in the short term. But we are on the right track and that is the most important thing.

In the meantime, we would like to remind you that we have made several self-service tools available to you, from cancellation requests and seat selection to payments, and even entry requirements. These tools have been created specifically for you. We encourage you to use them to their fullest potential, as this will greatly assist in reducing call volumes for cases that can be handled seamlessly and effortlessly online.

Again, we know this is a complex and difficult situation and we are deeply sorry about that. Thank you so much for your continued support, your trust, and most importantly, your patience.

Rest assured that we are doing everything we can to reduce wait times as much as possible: this is our top priority."