Transat’s “poisoned candy”

“A poisoned candy?” I believe it, ”says Soleil Maude Bélanger, travel advisor.

The latter. Meanwhile, like nearly 5,800 travel agents, obtains awards on the reservations she makes with Transat, whether on travel packages, cruises, flights and accommodation. Furthermore,

These monetary awards are paid by the wholesaler on a Trucash Bonbon Visa card. Similarly, a deckchair supplier, which travel advisers can use to make transactions.

However, many who have not been able to use these funds for a long time. For example, “We have not had access to our money on this card for several months,” says Bélanger.

Impossible for some travel agents to withdraw their money, when others get there. However, Even card payments fail, whether in store, online … For example, or even at Transat.

“The situation follows partly transat’s “poisoned candy” from a planned maintenance operation on Trucash servers. Furthermore, This maintenance has temporarily limited access to the candy site. Nevertheless, emails as well as Tri Universe telephone service, ”explains Soleil The main director of brand communications at Transat, Bernard Côté.

Testimonies collected by Roxanne Lafrenière. volunteer spokesperson for the collective appeal in preparation against Transat and Trucash Group of Companies, report prolonged inaccessibility, sometimes for more than a year.

Impossible to reach – Transat's "poisoned candy"

To find transat’s “poisoned candy” their money. the travel advisers affected by this situation sent a lot of emails to Trucash Group of Companies and they called on the rear number of the card several times.

“The call center was saturated, and there was practically no response to vocal messages or emails. Moreover, […] There is a total absence of support from Trucash, ”deplores Ms. Lafrenière.

Besides, Trucash Group of Companies had still not answered questions from Soleilwhen writing these lines.

For the rare travel transat’s “poisoned candy” agents who obtained a response from the Ontario company. they were generally promised to settle within the week, according to the testimonies collected. But weeks have become months, sometimes even years.

In extreme cases, some of them have never been able to take their “candies” since 2021, says Roxanne Lafrenière.

Taxable awards

What particularly irritates travel advisers is that the sums transferred by Transat on the Trucash Bonbon Visa card are taxable. even if they are inaccessible.

“We pay taxes, but without being able to enjoy our earnings,” says Maude Bélanger.

Travel agents have more than $ 1,000 sleeping in untouchable accounts. Some have even seen their balance drop from month to month, without visible transaction.

“Trucash talks about” adjustments “, but without offering a concrete trace or explanation,” says Ms. Lafrenière. This problem seems to be transat’s “poisoned candy” solved, according to agents contacted by The sun.

“There is a feeling of having been abandoned by Transat. who does not provide a clear solution, and a loss of confidence in her candy program,” said the spokesperson for the demand for collective appeal.

“We understand the frustration. the concern that this situation has generated, and take everything very seriously,” said Bernard Côté, on the side of Transat.

“For the majority of members, there is no problem. In cases where challenges are pointed out to us. our team performs rigorous monitoring with Trucash to resolve the situation as soon as possible, ”he adds.

New cards sent

Maude Bélanger has been waiting for months for the new Trucash. card that has been promised to her. Like many other travel advisers, she has still received nothing.

Transat mentions that transat’s “poisoned candy” 5. 800 members will receive a new smart card in the coming weeks, but the distribution will only trade after “meticulous quality control,” said Bernard Côté.

“Until then. we are in close contact with Trucash to make sure that the situation is resolved in a lasting way,” he continues. While ensuring that the services of their supplier are “fully restored”.

But travel agents will believe it when they will see him.

“If the management system remains the same. the simple change of card will probably not be enough to settle the deep issues,” says Roxanne Lafrenière.

The one who carries the voice of the workers of the industry who feel injured requires concrete compensations. a complete overhaul of the Trucash system or its abandonment as well as better communication between Transat, its partners and the agents.