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Family forced to leave dogs in Cuba because of airline fare mix-up
#1
A family flying to Canada from Cuba was told at the last minute that their dogs could not fly with them because of a fare mix-up. The mix-up was with the machine that accepts payment. It was not accepting the payment so they were forced to leave the dogs behind. Friends in Cuba are helping by looking after the dogs, but it is not ideal. The one dog is alone in the house and someone comes in to feed them. 
Meanwhile the owners are trying to talk to the airline and they are getting little satisfaction.
A family member will have to fly back to Cuba and fetch the dogs, so far at the owners expense.

https://ottawacitizen.com/news/local-new...an-airport

This is unacceptable. It is totally bad customer service. The airline should have found a solution that allowed the dogs to travel with the owners.
Since they failed to do that they should have paid to have the animals boarded and then sent on to join their people. 
The airline isn't just failing to do what is right, they are not really talking to them.

This airline should never be allowed to transport animals again. Clearly they are not capable of doing it.
So don't send your animals by Air Transat. For good measure, don't fly Air Transat at all. Look for an airline that looks after animals.
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Catherine

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#2
The dogs finally made it home. The dogs were left behind a month ago because of an airline mistake. There was a glitch in paying for the dogs. 
The airline has offered to fly the dogs home for free.

https://ottawacitizen.com/news/local-new...nd-airport

All the stress the family and their dogs went through and the airline offered to fly the dogs for free. I don't think that quite covers it. 
What must the dogs have felt like when they were left behind. The one dog was with a family, but the other was alone in the house in Cuba. It must have felt like an eternity. She had no way of knowing when if ever she would see her people again.

They could have flown the dogs to Canada and released them to the people when they paid on arrival. The family flies back and forth regularly so they are regular customers. The bad publicity will cost them more than the cost of flying the dogs. It was the airline's mistake in the first place.
The whole thing is totally unacceptable.
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Catherine

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