Transat’s Eustache: “We’ll Emerge Stronger Than Ever”

Anna Kroupina, Open Jaw

Jean-Marc Eustache

Transat President and Chief Executive Officer Jean-Marc Eustache has penned a letter sharing the efforts that Transat has made in repatriating passengers, resolving client questions and his outlook for resuming operations.

"We know that this crisis caused by the coronavirus pandemic has created a lot of uncertainty and has had some serious repercussions on your daily life. Even as the situation changes rapidly from day to day, the well-being of our customers remains a top priority," he wrote.

Although it is still too early to make any statements about what will happen next or what the full extent of the consequences of this pandemic will be, Eustache says he is "confident" that Transat will resume operations "shortly."

Eustache, who has been in the tourism industry for over 40 years, says he has weathered many storms since he founded Transat in 1986.

"I can say one thing with confidence: our experience and resilience will help us overcome this crisis and emerge stronger than ever."

Repatriation Flights Continuing Until 1APR

On 23MAR, Transat announced the temporary layoff of 70% of its workforce in Canada, as well as the gradual suspension of flights. The final TS flight prior to full suspension of operations is scheduled for 1APR.

"It was important for us that this slowdown happen gradually, to allow as many travellers as possible to be repatriated to their countries of origin. To date, our repatriation flights have brought approximately 46,000 customers back home, and this number will continue to rise in the coming days," wrote Eustache. 

"I would like to take this opportunity to pay tribute to our flight crews who, under these stressful and difficult conditions, continue their extraordinary efforts to reassure our passengers and reunite them with their loved ones.

"To support the repatriation efforts of Canadians currently abroad, we will also be operating special flights over the next few days in collaboration with the Government of Canada.

"We would like to remind you that all our flights are carried out in strict compliance with the recommendations of the Public Health Agency of Canada in order to avoid the spread of the virus. All our passengers must also place themselves in isolation for a period of 14 days upon arrival in Canada."

TS Team Is "Working Hard" To Resolve Questions

Eustache acknowledged the longer wait times customers have been experiencing on the phone or on social media in the last few days, but said TS customer service agents are "working hard" to resolve queries.

"We sincerely apologize for the longer-than-usual wait times.

"However, I want to assure you that our customer service agents are working hard to answer your questions as quickly as possible. Overall, our agents have responded to more than 120,000 phone calls and social media messages since this crisis began."

Closure Of Voyages Transat/Transat Travel Agencies

To meet government requirements and to ensure the safety of its customers and employees, Voyages Transat and Transat Travel agencies have closed their doors until further notice, Eustache says.

Anna Kroupina

Anna Kroupina Journalist

Anna is OJ's newest member and she joins the team as a writer/reporter. She co-writes the daily news and covers events. Although she's new to the industry, pursuing a career path in travel/tourism has been a goal since her first family road trip to the Florida Keys sparked a desire to discover the world and this exhilarating, fast-paced industry.

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