In a message to travel advisors, Transat’s Vice President, Digital Experiences and Contact Centers, Patrick Falardeau writes: “We understand that the current situation may be concerning, and we want to reassure you from the outset: Transat teams are fully mobilized and working tirelessly to support your clients currently in Cuba. ”
Falardeau continues: “Given the temporary suspension of Canadian carriers’ flights to Cuba through the spring, Air Transat has implemented a comprehensive repatriation plan that will be completed by February 17.”
He advises that: “Your clients should already have received all information related to their return flight by email, including notifications, itineraries, and essential updates. If their email address was not initially included in the booking file, it is important that you forward these details to them as soon as possible.”
And he says that: “For clients travelling on a Transat package, airport transfer details are posted at their hotel so they can easily access the information. Our onsite teams also remain readily available to support them, answer their questions, and assist them until their departure.”
Falardeau states that: “Your continued support throughout this large-scale operation is truly invaluable. The entire Transat team is extremely grateful, and we want to sincerely thank you for your collaboration.”
And he explains that: “For context, approximately 6,500 travellers were in Cuba at the beginning of the week. Nearly 1,500 have already returned to Canada, and the four flights operating today will bring home an additional 900 travellers. Due to logistical constraints, some flights cannot operate according to their original routing; however, connecting flights have been added to ensure every traveller is able to return to their original point of departure.”
He tells advisors that: “We are processing all files affected by the temporary suspension of flights to Cuba as quickly and carefully as possible to minimize impacts on your work and on your clients.”
And he advises that; “Partial refunds for unused nights on shortened stays will be processed automatically once your clients have returned to Canada. No action is required on your part. For cancelled trips, not yet started, refunds will be processed in order of departure date. Files with departures originally scheduled through February 21 will be processed starting today, and we expect to have all refunds completed by February 26.”
“Kindly note,” writes Falardeau, “if your clients book a new Transat trip before their refund is issued, the balance from the cancelled file can be applied directly to the new reservation.
And he concludes: “Finally, we want to express our solidarity and heartfelt thoughts for the Cuban people, whose warmth, generosity, and resilience deeply touch all who have had the privilege of visiting the island. Thank you for your patience, your trust, and your understanding during this exceptional situation.”
