MONTREAL — The Association of Travel Agents of Quebec (AAVQ) is encouraging its members to practice patience as Transat continues its efforts at resolving issues with its suspending BonBon rewards program.
Following last week’s suspension notice, many travel advisors have expressed their concerns over the fate of their rewards. Among their concerns are the issuance of tax slips for taxable earnings that have not yet been paid.
Confusion is also growing over vague responses from Digital Commerce Bank (DCBank), the program’s banking services provider. DCBank is telling advisors who wish to collect what they are owed to contact Transat, while the tour operator has recently told advisors to deal directly with DCBank.
“We do not hold the funds for the BonBon account and we do not have access to those files,” DCBank told some advisors who’ve reached out. “We recommend you contact Transat for more information. DCBank has nothing to do with your BonBon account.”
A PRODUCTIVE MEETING
Quiet since announcing the program’s suspension, Transat addressed many of these concerns during a meeting with the Association des agents de voyages du Québec (AAVQ) on Aug. 13.
The association said it believes Transat understands the concerns and frustrations of advisors and is actively pursuing a fair solution. According to AAVQ, Transat’s representatives consider the current situation “deplorable, horrible and unacceptable.”
During the meeting, AAVQ learned from Transat’s leadership that the company “did send the program funds for agents to their provider” and that “it was not their actions or inactions that caused the issue.”
Transat reassured AAVQ that it is currently working to gather information to reconcile the amounts owed to its members and advisors. “Unfortunately, this process will take some time given the complexity of coordinating with the various parties involved,” reports AAVQ.
“At this stage, it is unfortunately too early to predict the outcome of the process. However, we are confident that Transat’s leaders are genuinely seeking a solution, and we believe that an additional reasonable amount of time will be necessary,” said Moscou Coté, president of AAVQ.
AAVQ’s vice-president, Éric Boissonneault, added: “The interests of our members are our priority, but indeed, it will take some time to find an acceptable solution. Together with Transat, I am hopeful we can reach a resolution so that agents do not lose amounts that have already been allocated.”
AAVQ is certain that Transat is committed to transparency in its communication with the association, and that it will keep AAVQ leadership informed of any progress.
