Transat reports progress on BonBon restitution; 2,000+ claims received

Transat says it is making headway in its BonBon restitution process.

In an update shared with PAX on Thursday (June 11), the company said it has received over two thousand forms since launching the process on April 30.

Travel advisors grappling with Transat’s BonBon loyalty program, which was suspended almost a year ago after persistent technical issues at TruCash, a third-party entity, can submit restitution requests via Agent Direct.

The amounts have been determined by “forensic accounting experts” at Deloitte based on transactional data obtained from the card-issuing bank and the payment processor, Transat wrote in an email.

“Regarding a new travel advisor rewards program, we are currently evaluating future initiatives,” the company wrote.

Bitter BonBons

For background: travel advisors once earned rewards on their Transat bookings, including travel packages, coach tours, cruises, flights, accommodations and car rentals.

These rewards, in the form of dollars, were then loaded directly onto BonBon TruCash Visa cards.

But for some time, as PAX has previously reported, many advisors weren’t able to access their money due to their Visa cards being blocked.

It wasn’t a universal problem. According to online trade forums, some travel advisors, last year, were finally able use their Visa cards after several months of unsuccessful attempts.

But many others, however, faced ongoing difficulties accessing their funds.

READ MORE: “Serious irregularities”: Transat launches legal action “to shed full light” on BonBon mess

Shortly after PAX published its first report about the problem, several advisors emailed us to say that their cards had been malfunctioning for months.

The tension only escalated as agents were paying monthly fees for a service they could not use, in addition to receiving T4 statements for income they had no access to.

Last September, Transat initiated legal proceedings with TruCash, a subsidiary of TCA Group Of Companies, in order "to shed full light" on the BonBon fiasco. 

“Our investigations revealed findings of serious irregularities regarding the BonBon program,” a notice read at the time. “The recent breach of the agreement combined with a significant breakdown in collaboration from a long-time external partner required that we take firmer action to advocate for our members.”

TruCash had supplied Transat’s cash incentive program since 2009.

At a Transat product launch held in Toronto last November, Julie Sareault, commercial director at Transat, addressed BonBon (which means “candy” in French) with an audience of travel advisors, gathered in a ballroom. 

At the time, Sareault said Transat was awaiting the final results of a “serious investigation” to gain a full understanding of the situation.

“We understand this uncertainty is very frustrating,” she told the crowd. “It is for you, it is for us.”

Sareault said Transat will share its findings “in due time.” 

“Don’t worry – we're advocating in your favour," she said. "We value your partnership…We will be back with a rewards program, so stay tuned. We will be able to share more information shortly.”

Speaking with PAX at that event, Sareault said the new program will be “parallel” to what BonBon offered.

Sunwing’s STAR loyalty relaunching soon

BonBon isn’t the only travel agent loyalty program to encounter issues over the past year.  

Sunwing’s STAR loyalty program, too, has faced technical glitches, impacting advisors’ ability to access or withdraw their points.

Last month, at the WestJet Group’s inaugural Agency Summit in Toronto, Deanna Murphy, vice president of trade sales and business development for Sunwing and WestJet Vacations, revealed that Sunwing will be relaunching a new and improved STAR program “very, very, very soon.”

“As we have communicated over the last several months, you're still earning those STAR points and will have access to those STAR points,” Murphy said at the event, which was attended by roughly 70 travel advisors.

“We profusely apologize that it has taken this long. It was an extremely, extremely complicated situation.”

When the new program launches, “there will be no action required of you,” Murphy added.

She added that the team is looking at ways to enhance the program.

“It has been an award-winning loyalty program for many, many years. We're just as anxious to have it back as you are,” she said. “Rest assured, your earnings are secure.”

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