Air Transat — Cannot get on the plan, I need refund

I booked Air Transat ticket from Varadero to Toronto for Dec.01, flight number TS557. ation number DRZFYK and my name is Qian Xu. So the flight is supposed to take off 11.30am. I arrive at Varadero airport at 9am, and there is no sign on the check-in counter screen that said about Air Transat counter. people were all lining up at one place, so I line up there as well. I lined up there for almost 2 hours and finally 10.50am it was my turn, and I was told the counter is not for Air Transat, so the operator helped to find Air Transat staff to help. But I talked to all your staff there, they just said to me I cannot get on the plane, although there were still 40 mins before the taking off. I even beg them because there was still time, if they try to help that I might be able to get on the plane. But all Air Transat staff including the supervisor just said no they cannot help with anything. I asked so if you cannot get me on this plane, can you please help me to revise the ticket? they said no, they cannot do anything, the only way is that I have to buy another ticket myself, which is ridiculous! I just see the plane taking off and I couldn’t do anything. And your staff are just not helping with a terrible attitude. Also, your plane has people who are not yet check-in, why you didn’t do any broadcast?! I was lucky that I contacted my friend, and they were able to help me buy another ticket with Air Canada, and I get on the plane, even within 30 mins there were still people boarding, but why your staff just cannot help me a little bit! I spent double the price on the air tickets and it is not my fault that I cannot get on the plane. And later I received an email saying your flight was taking off early and arriving early. so you make advance your flight without broadcasting or notification. It doesn’t make any sense and I need a refund on my Air Transat ticket! I am waiting for resolution

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