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Accessibility, Special needs and Medical Equipment

At Air Transat, we make every effort to ensure you are able to fly with us. In some cases however, safety regulations restrict the acceptance of certain passengers. Air Transat follows the regulations and protocol set forth by Transport Canada  Will open in a separate browser window  and the Canadian Transportation Agency  Will open in a separate browser window.

As a Canadian carrier, Air Transat must comply with the "Accessible Transportation for Persons with Disabilities Regulations: SOR/2019-244".

The sections below contain all the information you need to properly plan your flight with Air Transat. For more information on accessible transportation for persons with disabilities on board our flights, please contact us.

For any special services please contact us as early as possible, either before booking or at the time of booking. We require at least 48 hours notice in order to evaluate your needs and make the necessary arrangements. We will do all possible to assist and accommodate within that time frame.

Let us know how we can best serve you!

Conditions for acceptance

Air Transat will accept the determination of a person with a disability as to their self-reliance. Some travellers may require an escort to travel, and this will be determined by the traveller’s own individual circumstances. Please contact us to review your personal circumstances so that we can collectively ensure your comfort and safety. You may also wish to visit the Medical Clearance for travel section of our website.

Advance notice

For any special services, wheelchair requests, etc., including those involving medical requirements, please contact us as early as possible, either before booking or at the time of booking. We require at least 48 hours notice in order to evaluate your needs and make the necessary arrangements. We will do all possible to assist and accommodate within that time frame. As per Paragraph 33(1) of the ATDPR, we may request for you to provide any information or documents, including a medical certificate, that are reasonably necessary to permit us to assess your request.

We will review your specific needs with you to ensure a safe and comfortable flight. Failure to do so may prevent you from departing on your scheduled flight. Where noted, the completion of an Air Transat medical form is required to determine your fitness to fly. Please contact us to discuss your needs, or to obtain our medical equipment.  

Aircraft specifications

The onboard dimensions of our seats, aisles and lavatories are available on request; we encourage you to contact us should you have any questions regarding on-board navigation or accessibility of these areas.

Your journey - Services offered upon request

In Advance

Air Transat will:

  • Ensure that the required assistance has been noted on the passengers file, with only the pertinent information needed by our team.
  • Arrange for an appropriate seat if needed
  • On request of the person with a disability, retain an electronic copy of the documents for a period of 36 months to facilitate future travel

At departure

An Air Transat agent will help you with:

  • Registration at the check-in counter
  • Proceeding through security screening
  • Moving to the boarding area
  • Transferring from your own mobility aid (if applicable) and the mobility aid provided by Air Transat
  • Priority boarding or, if the person arrives at the boarding area after the end of priority boarding, assistance to board after the other passengers

On board

Our crew are fully trained to assist passengers with disabilities, and will help you:

  • Stow and retrieve your carry-on items
  • Transferring from mobility aid to seat
  • Describing the aircraft layout, including the location of washrooms and exits, as well as the location and operation of any operating controls at your seat (for blind or visually impaired passengers)
  • Provide you with an individualized safety briefing and demonstration
  • Assisting you in accessing any entertainment content that is offered onboard
  • Provide you with an onboard wheelchair
  • Assisting in moving between your passenger seat and a washroom, including by assisting you in transferring between your passenger seat and an on-board wheelchair
  • If a meal is served, assisting you with the meal by opening packages, identifying food items and their location and cutting large food portions
  • By periodically checking to inquire about your needs and well-being during the flight

Our aircraft are equipped with an accessible lavatory designed to be operated with minimal effort. You must be able to use it independently or with assistance from your escort. The on-board dimensions of our seats, aisles and lavatories are available on request; we encourage you to contact us with any questions regarding on-board navigation or accessibility of these areas.

If you are travelling with your own equipment, please note that you must be self-reliant or travel with an escort, as our crew members cannot be responsible for any personal medical equipment.

If you have a visual impairment: 

  • If a meal is offered on board, we will describe all the food and beverages that are offered for consumption or provide a menu in large print or Braille
  • Braille and large font safety features cards are available on all aircraft
  • Each row number of our aircraft is identified with a tactile row marker at the bottom of the overhead bins

If you have a hearing impairment:

  • Our inflight personnel have access to pen and paper to assist with communication

If you are not independently mobile, Air Transat will ensure to:

  • Providing you with a place to wait that is close to members of personnel who are available to provide assistance
  • Periodically inquire about your needs and attend to those needs if the services requested are services listed above

On arrival

An Air Transat agent will help you with:

  • Deplaning, and proceeding through border clearance
  • The delivery of and transfer to your personal mobility aid at the aircraft door (where facilities/Customs regulations permit)
  • Retrieving checked baggage
  • Moving to the general public area
  • Proceeding to a location where you may receive assistance to proceed to the curbside zone from a member of the terminal operator’s personnel
  • Getting to a representative of another airline for a flight connection within the same terminal

Air Transat is not able to provide any of the following services:

  • Other than assisting the person with the meal by opening packages, identifying food items and their location and cutting large food portions, Air Transat does not assist with eating meals
  • Remind a person to take medication, assist with taking medication, or ensure that it has been taken
  • Take charge of or keep any medication refrigerated
  • Remind a person to use the lavatory or assist with any functions inside the lavatory
  • Provide ongoing care during a flight
  • Ensure a person is always attended

Air Transat will accept the determination of a person with a disability as to their self-reliance. Some travellers may require a support person to travel, and this will be determined by the traveller’s own individual circumstances. Please contact us so that we can collectively ensure your comfort and safety.   

Air Transat will, on the request of a person with a disability, accept a support person, if the passenger with the disability, needs assistance or is unable to do any of the following:

  1. Assistance with eating meals, taking medication or using the washroom
  2. Assistance with transferring to and from a passenger seat
  3. Assistance with orientation or communication
  4. Physical assistance in the event of an emergency, including evacuation or decompression (including use of seat belt and oxygen mask)
  5. Unable to understand or respond to safety directions from the crew because of a mental or cognitive disability
  6. Unable to assist in your own evacuation because of a mobility impairment
  7. Unable to establish communication with the crew in order to receive safety information, instruction or evacuation directives because of both hearing and vision impairments

If a local medical support person, the passenger’s attending Physician or Air Transat’s medical support unit Medlink, indicate that the person with a disability is unable to perform any of the above tasks independently, then Air Transat may require the person to travel with a support person as a condition of travel. If there is a discrepancy between the person with a disability wishing to travel alone and Air Transat requiring a support person, the final decision rests with the Director of Cabin Safety in conjunction with the medical support team. Should a passenger wish to travel with a support person but does not require the support for any of the above functions, then normal fees and charges will apply.

If a support person is travelling because of any of these above conditions, Air Transat will arrange for the adjacent seat to the person with the disability to be provided to the support person (seat selection). For fare, taxes, waivers, seat selection fees, refer to Air Transat’s One Person One Fare policy.

Air Transat will require the person with a disability requesting to travel with a support person to:

In Advance:
  • Contact us as early as possible, either before booking or at the time of booking. We require at least 48 hours notice in order to review documents and arrange adjacent seating. We will do all possible to assist and accommodate within that time frame.
  • Provide, at the time of reservation, the completed Air Transat Support Person forms and Air Transat One Person One fare form, for eligibility, fare and fee applicability.
Air Transat will:
  • Review required documentation within 72 hours of receipt and provide a written approval or denial with reasoning. Note that final approval may also be based on observations by the airport personnel.
  • On request of the person with a disability, retain an electronic copy of the documents for a period of 36 months to facilitate future travel
Air Transat is not able to provide any of the following services:
  • Assist with eating meals
  • Remind a person to take medication, assist with taking medication, or ensure that it has been taken
  • Take charge of or keep any medication refrigerated
  • Remind a person to use the lavatory or assist with any functions inside the lavatory
  • Provide ongoing care during a flight
  • Ensure a person is always attended

Personal oxygen concentrator

You may use your Personal Oxygen Concentrator on board any Air Transat flight. Please ask your physician to complete the Air Transat medical form within 30 days of your departure, and return it to us at least 48 hours prior to your flight. Failure to do so may prevent you from departing on your scheduled flight and some services may not be possible within less than 48 hours from your flight.

The following models are acceptable for use: 

  • Airsep Focus,
  • Airsep Freestyle
  • Airsep Free Style 5
  • Airsep Lifestyle
  • Delphi RS-00400
  • DeVilbiss Healthcare’s iGO
  • Inogen One
  • Inogen’s Inogen One G2
  • Inogen One G3
  • Inova Labs LifeChoice
  • Inova Labs LifeChoice Activox
  • International Biophysics LifeChoice
  • Invacare XPO2
  • Invacare Solo 2
  • Oxlife’s Independence Oxygen Concentrator
  • Oxus RS-00400
  • Precision Medical EasyPulse
  • Respironics EverGo
  • Respironics SimplyGo
  • SeQual Eclipse
  • Sequal SAROS 

Accepted models are approved by Transport Canada and subject to change without notice.

Batteries and power sources

Please contact us to discuss your equipment's batteries and their acceptance for travel.

All medical devices must be self-powered, as in-seat power sources in the cabin (where available) are not designed for use with medical devices, which require constant current. For this reason, in-seat power supply may not be used to power medical devices during the flight or to recharge its batteries.

Spare lithium or lithium ion batteries may only be transported in your carry-on baggage (carry-on maximum size 23 x 40 x 51 cm (9 x 16 x 20 in) including wheels and handles) under controlled conditions and sizes, and quantity is limited to amount needed for duration of flight. 

Portable Electronic Devices (PED) / Consumer Electronic Devices (CED) Portable Medical Electronic Devices (PMED
Battery Walt-hour (Wh) rating Position Carry-on baggage Checked baggage Number of Spares
Up to 100Wh In device Limit of 20 per passenger
Spares
101 to 160Wh Approval by Air Transat Required In device Limit of 2 individually protected per passenger
Spares
Exceeding 160Wh In device N/A
 

Supplemental medical oxygen 

To ensure your safety and wellbeing, Air Transat provides oxygen kits as medically required*, from your departure airport to your airport of arrival, on most routes. You may not bring personal oxygen kits (O2 tanks/cylinders, liquid, canned or recreational oxygen) into the cabin on Air Transat flights.

Please ask your physician to complete the Air Transat medical form within 30 days of your departure, and return it to us at least 48 hours prior to your flight. Failure to do so may prevent you from departing on your scheduled flight and some services may not be possible within less than 48 hours from your flight.

Our oxygen supplier is VitalAire. Our MediPak is equipped with "D" cylinder model 390 I. This type of oxygen machine can be used occasionally or on a continuous flow during the flight.

One (1) kit consists of a full cylinder of 2,000 pSi Approximate pressure at 21ºC (70ºF)
Flow (litres per minute) 1 2 3 4 5
Duration (hours) 6:30 3:15 2:00 1:30 1:15

*Please contact us for rates and charges. Because your medical oxygen supply is based on your doctor’s orders, we are unable to provide a refund for unused supplies.

We encourage you to contact our Contact Centre so that we may arrange appropriate seating. Bulkhead and Emergency Exit seating is not available for passengers using oxygen, as the cylinders must be stored under the seat in front for take-off and landing.

You may bring your own empty cylinder carefully packed as carry-on if the size conforms to regulations or as checked baggage. 

Guidelines for transportation of wheelchairs and scooters

Air Transat will handle passenger mobility aids, wheelchairs and scooters with priority and free of charge. We require advanced notice to ensure that appropriate arrangements are made to handle your aid with care and attention. Please complete the following form and return to us during the planning of your trip, and no later than 48 hours prior to travel: Request for Transport of Mobility Aids and Assistance Form.

The completed form must be submitted to request@airtransat.com

Additionally:

  • Check in 3 hours prior to departure to allow sufficient time for safe handling of your equipment
  • Wheelchairs or other battery-powered mobility aids may be carried as checked baggage when:
    • Battery is disconnected
    • Terminals are protected from short circuits
    • Battery is securely attached to the wheelchair or mobility aid
  • No damaged or leaking batteries
  • We will disassemble electric/battery powered mobility aids where required
  • On arrival, we will deliver your personal mobility aid to the aircraft door (where facilities/Customs regulations permit)

As battery powered mobility aids must be loaded and stowed in an upright position, the height and width of the device cannot exceed the size of the cargo hold door. While most devices can be accommodated on our fleet, the following door and weight restrictions apply when flights are operated by Boeing 737 and Airbus A321 aircraft:

  • Maximum door width 48 inches/122 cm
  • Maximum door height 35 inches/89 cm
  • Maximum weight: 330 pounds/150 kg

The following weight restrictions apply when flights are operated by Airbus A330 aircraft:

  • Maximum weight: 397 pounds/180 kg

Please contact our Contact Centre if your device will exceed this size.

Please note that Air Transat will not accept certain types of electrically powered vehicles, not classified as mobility aids. The prohibited devices may include small battery powered vehicle, road scooters and tricycles. For more information, consult our dangerous goods and prohibited items section.

Batteries and power sources

Please contact us to discuss your equipment's batteries and their acceptance for travel.

All medical devices must be self-powered, as in-seat power sources in the cabin (where available) are not designed for use with medical devices, which require constant current. For this reason, in-seat power supply may not be used to power medical devices during the flight or to recharge its batteries.

Spare lithium or lithium ion batteries may only be transported in your carry-on baggage (carry-on maximum size 23 x 40 x 51 cm (9 x 16 x 20 in) including wheels and handles) under controlled conditions and sizes, and quantity is limited to amount needed for duration of flight. 

Portable Electronic Devices (PED) / Consumer Electronic Devices (CED) Portable Medical Electronic Devices (PMED
Battery Walt-hour (Wh) rating Position Carry-on baggage Checked baggage Number of Spares
Up to 100Wh In device Limit of 20 per passenger
Spares
101 to 160Wh Approval by Air Transat Required In device Limit of 2 individually protected per passenger
Spares
Exceeding 160Wh In device N/A

 

Wheelchairs and mobility aids powered by non spillable, dry, AGM (Absorbent Glass Mat) and Gel batteries are accepted in the cargo hold only. Please note that we do not transport wet cell, spillable or any battery that is damaged or leaking.
Lithium-ion battery powered wheelchair/mobility aids must adhere to the following conditions (where battery-powered wheelchairs or other similar mobility aids are specifically designed to allow their batteries to be removed by the user, e.g. collapsible):

  • Batteries must be removed and placed in individual protective pouches for carriage into the passenger cabin. The wheelchair/mobility aid may then be carried as checked baggage without restriction.
  • Terminals must be protected from short circuits.
  • Batteries will not be accepted as CHECKED baggage.
  • The battery must be removed from the device by following the instructions of the manufacturer or the device owner.
  • The battery must not exceed 300 Wh; a maximum of one spare battery not exceeding 300 Wh or two spares each not exceeding 160 Wh may be carried.

Damaged, destroyed or lost mobility aids

We will make every effort to ensure that mobility aids are transported with care to avoid loss or damage, and to make a passenger’s mobility aid available to them as soon as possible upon arrival.

If; damage, destruction or loss of a mobility aid occurs Air Transat will:

  • Provide a temporary replacement mobility aid that meets the passengers needs for use until their mobility aid is returned to them, repaired, replaced or reimbursed by Air Transat.
  • Reimburse any expenses incurred by the passenger due to the fact their mobility aid was not made available to them upon arrival.

Should you wish to make a claim in regards to a damaged, destroyed or lost mobility aid, please visit the Baggage claim section.

Special declaration of interest

A person with a disability who uses a mobility aid is entitled to make a special declaration of interest under Article22(2) of the Montreal convention, that sets out the monetary value of the mobility aid and a description of its identifying features.

Special declarations of interest may be made anytime from the moment of reservation until Air Transat assumes control of the mobility aid for stowage in the baggage compartment.

We are pleased to welcome on board emotional support and certified service animals that are travelling with a person with a disability.

Service Dog

Air Transat will, on the request of a person with a disability who needs to travel with a service dog, accept a service dog for transport, and permit the animal to accompany the person on board. A service dog must have been individually trained by an organization or person specializing in service dog training, be at least 6 months old and, performs a task to assist a person with a disability with a need related to their disability.

Before you travel

Air Transat will require the person with a disability requesting to travel with a service dog to:

  • Contact us as early as possible, either before booking or at the time of booking. We require at least 48 hours notice in order to review documents and arrange seating and additional space.  We will do all possible to assist and accommodate within that time frame.
  • Provide, at the time of reservation, the completed Air Transat Service Dog forms, attesting to:
    • The service dog’s training by an organization or person specializing in service dog training.
    • The breed and physical characteristics of the dog and any physical characteristics of the person with the disability that may affect the floor space at their seat so that appropriate seating arrangements may be reserved.
  • Provide, before departure, an identification card or other document that is issued by an organization or person specializing in service dog training that identifies the person with a disability and attests that the service dog has been individually trained by the organization or person to perform a task to assist the person with a disability with a need related to their disability.
Emotional Support Dog

Air Transat will, on the request of a person with a mental or cognitive disability who needs to travel with an emotional support dog, (ESAN) accept a support dog for travel, and permit the animal to accompany the person on board, provided the acceptance conditions are met.

A support dog must have been trained to behave in public settings and take direction, be at least 6 months old and be able to manage without access to relief facilities for extended periods of time.

Before you travel

Air Transat will require the person with a mental or cognitive disability requesting to travel with an emotional support dog to:

In advance:

  • Contact us as early as possible, either before booking or at the time of booking. We require at least 48 hours notice in order to review documents and arrange seating and additional space if required.  We will do all possible to assist and accommodate within that time frame.
  • Provide, at the time of reservation, the completed Air Transat Air Transat Emotional Support Dog forms, attesting to:
    • The passenger’s confirmation of compliance to Air Transat’s procedures
    • The dog’s health and wellness, with a signed declaration from the attending Veterinarian
    • The requirement of the passenger to travel on an aircraft with a support dog, and that the passenger has a condition as per the Diagnostic and Statistical Manual of Mental disorders by the attending mental health professional or Physician
    • The weight, height and length of the support dog and the intended manner of onboard restraint (leash, harness or container)

We recommend that you review the section on service animals on the Canadian Transportation Agency website Will open in a separate browser window.

Please be aware that Air Transat does not transport the following breeds of dogs or mixed breeds including one or more of the following breeds:

  • Mastiffs: All breeds including; Argentine (Dogo Argentino), Bandog (Bandogge/band dog), South African (Boerboel), Brazilian (Fila Brasileiro), Italian (Cane Corso and Neapolitan), Canary Mastiff (Presa Canario), Japanese Mastiff (Tosa Inu)
  • Pit Bulls: All breeds including; American Bully, American Pit Bull Terrier, American Staffordshire Terrier, Staffordshire Bull Terrier
  • Akita (Akita Inu)
  • Caucasian Ovcharka (Caucasian Shepherd Dog)
  • Karabash Dog (Kangal/Anatolian Shepherd Dog)
  • Rottweiler
  • Wolf Dog Hybrid
  • Doberman Pinscher

The following breeds are exempt from the above restriction and will be accepted for transport:

  • All other Mastiff breeds, not specified above, such as Bull Mastiffs and French Mastiffs (Dogue de Bordeaux)


Please also note the following country-specific restrictions on travelling with animals:

To Jamaica: No animals are accepted on flights to Jamaica.

To St. Lucia, to Republic of Ireland and to United Kingdom: Cats and dogs are accepted as cargo only on Air Transat flights – advance arrangements are required and additional fees apply. 
Exceptions:

  • Certified service dogs and emotional support dogs are accepted on flights to London (when reserved through our Call Centre at least 7 days in advance).
  • Certified service dogs are accepted on flights to Manchester, Dublin and Glasgow (when reserved through our Call Centre at least 7 days in advance).

To Mexico: Strict regulations are in effect. Owners must hold specific health certificates issued within a certain time period prior to travel. Failure to present valid documents will result in the quarantine of the animal upon arrival and additional costs for veterinary inspection. Complete information can be found on the Servicio Nacional de Sanidad, Inocuidad y Calidad Agroalimentaria website (only in Spanish).

To Portugal: Advance arrangements are mandatory for all cats & dogs (including service dogs) entering Portugal from outside the European Union. Click here  Will open in a separate browser window for details.

To St. Maarten: An advance application for entry is required and can be requested via email at lvv@sintmaartengov.org, minimum five (5) days prior to your expected arrival date. For further information, please contact: Inspection Department TEZVT - Agriculture, Livestock and Fisheries, Tel: +1 (721) 542-5641, +1 (721) 542-9887 (O) / +1 (721) 520-7213 (M)

How we will help you?

Air Transat will:

  • Review required documentation within 72 hours of receipt and provide a written approval or denial with reasoning. Note that final approval is based on observations by the airport personnel.
  • Arrange for and provide sufficient floor space for the service or support dog to lie down at the person’s feet to ensure the well being of the dog and person, including the floor space of an adjacent seat where needed
  • On request of the person with a disability, retain an electronic copy of the documents for a period of 36 months to facilitate future travel

At departure:

  • Registration at check-in counter
  • Moving to the boarding area
  • Pre-boarding (passengers with service dogs board in priority)

On board:

  • Your assistance dog must remain under your supervision and wear its leash and harness at all times
  • You must ensure that the dog remains on the floor area provided, and not on a seat or protruding into an aisle, take note that a trained service dog weighing up to 11kg may sit on the persons lap.
  • You must ensure any toileting needs are managed in a controlled and sanitary manner

On arrival:

  • Deplaning
  • Retrieving checked baggage
  • Moving to the general public area
  • Getting to a representative of another airline for a flight connection

Air Transat is not able to:

  • Accept more than one service or emotional support dog per passenger
  • Accept any other type of service animal except a service or emotional support dog on board
  • Accept a dog that is displaying any unruly behaviour, including; not remaining with the person with a disability, barking, growling, making aggressive noises at others, biting, lunging, jumping on people, relieving themselves in a waiting area, terminal or on board. In such cases, corrective actions will be required or boarding of the dog may be denied.
  • Accept therapy dogs, search and rescue dogs, or service dogs in training

Seating devices

Passengers who want to use any type of customized seat insert, restraint device or support device, or those who are unable to use a standard seat belt or an aircraft seat in an upright position must contact us well in advance. We will be happy to review your personal needs and discuss our aircraft configuration, as restrictions may apply and/or prior authorization required. Special approval may be required for certain devices and we recommend you contact us well in advance of flight day to allow sufficient time for processing. Only Transport Canada and FAA approved car seats can be accepted automatically.

Knee defenders and/or other similar devices restricting seat recline are not permitted for use on board Air Transat or our partner airlines.

CPAP

A CPAP (Continuous Positive Airway Pressure) machine will be accepted as a carry-on if it meets our standard carry-on dimensions. Due to the excess weight of these machines, we ask that you limit your other carry-on items to the minimum that is required for your personal needs during flight. Please note that your medical equipment must be equipped with an independent power source (i.e., battery-powered) should you wish to use it during your flight. Air Transat regrets we are unable to provide you with power from any source. Note: A limited quantity of distilled water used by this device is exempt from the liquid restrictions for carry-on baggage. We recommend that passengers carry supporting documentation from their doctor to facilitate security screening.

Other medical equipment

You can bring your own medical equipment for use during the flight, if the size conforms to our carry-on baggage size regulations (total size/dimensions not to exceed 23 x 40 x 51 cm (9 x 16 x 20 in), including wheels and handles).

It is important to note that you should be self-reliant or travel with an escort, as our crew members cannot be responsible for your personal medical equipment.

Please submit your request for equipment transport at least 7 business days prior to departure, along with the following information:  

  • Type and specifications of your medical equipment (including type of battery used)
  • A medical certificate from your physician, including a statement that you can fly without risk to yourself or other passengers
  • Name and telephone number of your physician
  • Size and dimensions of your own medical equipment, which must conform to our carry-on size regulations

You may carry EpiPens or hypodermic needles only for personal medical use. The needle guard must be in place and the needle must be accompanied by the medication in its original labelled container or with a signed doctor's certificate.

Passengers having a condition that may impact their responsiveness

The lack of responsiveness of a passenger can pose a potential risk to this person as well as to other passengers and crew members. Therefore, passengers that are unconscious or that present a low level of responsiveness may be denied boarding. In order to minimise the risk posed to passengers and crew members, without unduly affecting passengers that present certain disabilities that may result in symptoms or behaviours that appear to be akin to unresponsiveness, Air Transat has adopted the following assessment tool.

Passengers with a high body mass

We highly recommend you purchase either 2 Economy Class seats with the armrest between the seats placed in the vertical position — a seatbelt extension will be available, and the cabin crew will provide you with assistance during boarding. Please note that extension seatbelts are not available on emergency exit seats. Our Contact Centre agents can help you select the most comfortable seating for your journey. Bulkhead seating and emergency exit rows are not recommended as these seats have fixed armrests that narrow the available seating area. To assist in planning your trip, we can also provide you with on-board dimensions of our seats, aisles and lavatories.

Language

If you speak a language other than French or English, please notify your travel agent (or Air Transat directly) of your spoken language. Many of our employees speak several languages.

Visual impairment

On the ground, an Air Transat agent will help you with:

  • Registration at the check-in counter
  • Moving to the boarding area
  • Transferring from your own mobility aid (if applicable)
  • Pre-boarding

On board, a crew member will give you an individual briefing on safety. We have Braille and large font safety feature cards on all of our aircraft. Each row number of our aircraft is identified with a tactile row marker at the bottom of the overhead bins.

Hearing impairment

For passengers with hearing impairments, our ground and inflight personnel have access to pen and paper to assist with communication.

Severe Allergies

Rest assured that Air Transat does not serve peanut products on board. However, as all foods are prepared in an external facility, we are unable to guarantee that allergens will not be present in the food or snacks served on board or that other passengers will not bring these products on board. For travellers with severe food allergies, we will be happy to assist with on-board comfort by making a general announcement, as well as asking adjacent passengers to refrain from consuming their own products on board.

However, we strongly suggest that passengers with severe food allergies bring their own food and snacks for the duration of the flight, as well as any appropriate medication such as an EpiPen.

Air Transat will, on the request of a person who has a disability due to a severe allergy, establish a buffer zone around the passenger seat of the person to assist them in avoiding the risk of exposure to the allergen.

Air Transat requires the person with a severe allergy to:

In advance:

  • Contact us as early as possible, either before booking or at the time of booking. We require at least 48 hours notice in order to review medical clearance documents and arrange for crew notification for a buffer zone. We will do all possible to assist and accommodate within that time frame.

During travel:

  • Preboard the aircraft
  • Bring any medications or epi-pens to manage the allergy in case of exposure
  • Bring their own food and snacks on board for personal consumption

Air Transat will:

  • Ensure a buffer zone free from the source of the allergen in the case of dogs or cats
  • Notify passengers within the buffer zone that there is a passenger with a severe food allergy present and inform them of the allergen.
  • On request of the person with a disability due to severe allergies, retain an electronic copy of the documents for a period of 36 months to facilitate future travel
  • Provide upon request the ingredients of the meals and snacks served

Plaster Cast

If a passenger has been fitted with a plaster cast, a medical note will be required to confirm the date and time of the fitting. The passenger will then have to carry that document at all time. 
A passenger travelling with a plaster cast is not permitted to occupy an emergency exit seat.
If the passenger has been fitted with a cast within the last 24 hours, he will not permitted to fly.
If the fitting was within the last 24 to 48 hours, the traveller is permitted to fly on flights of less than 2 hours.
If more than 48 hours have passed since the fitting, there are no restrictions on the flying time.

Stretchers

Air Transat aircraft are not equipped to transport passengers on stretchers.

Air Transat may, on the request of a person with a disability for air travel or services (except for general assistance), require the person to provide information or documents including a medical certificate or form to permit the carrier to assess their request and / or evaluate their fitness to fly alone or accompanied and if so, under what conditions.  If information is not presented at least 48 hours prior to travel, the carrier will make all efforts to assess the documentation and provide the services.

Air Transat will require the person with a disability requesting assistance to: 

In Advance:

  • Contact us as early as possible, either before booking or at the time of booking.  We require at least 48 hours notice in order to review documents and arrange assistance and seating.  We will do all possible to assist and accommodate within that time frame.
  • Provide, at the time of reservation, the completed Air Transat forms relating to the services needed or their fitness to fly.

Air Transat will:

  • Review required documentation within 72 hours of receipt and provide a written approval or denial with reasoning. Note that final approval may also be based on observations by the airport personnel.
  • Arrange for the appropriate seating, services, and notifications
  • On request of the person with a disability, retain an electronic copy of the documents for a period of 36 months to facilitate future travel

Air Transat may therefore require that a person with a disability complete forms or provide medical attestations as to their fitness to fly alone or accompanied in any of the following circumstances, all relating to the safety of the passenger with the disability, other passengers and the crew members.

  1. The person is unable to understand or respond to safety directions from the crew because of a mental or cognitive disability
  2. The person is unable to assist in their own evacuation because of a mobility impairment
  3. The person is unable to establish communication with the crew in order to receive safety information, instruction or evacuation directives because of both hearing and vision impairments
  4. The person suffered a medical emergency on a previous flight or at the airport which required medical intervention
  5. The person has or appears to have a communicable disease
  6. The person appears to not be fit to fly or be able to care for themselves due to injury
  7. The person appears or demonstrates that they are not able to care for their own personal needs
  8. The person appears not be to able to care for someone else in their care during the flight including children or others requiring assistance

Refusal of Transportation

As our top priority is the safety and wellbeing of our passengers and crew members, Air Transat reserves the right to refuse boarding to a passenger that could be at personal risk or a risk to others.

In the event that a passenger is refused boarding, Air Transat will at the time of refusal inform the passenger of the reasons for the refusal and, not later than 10 days after the refusal, provide the person with a written notice setting out the reasons for the refusal.

Pre-assigned seating
Air Transat pre-assigns appropriate seating for all passengers with special needs. Once you have identified yourself as a person with special needs and provided relevant details, all efforts will be made to accommodate you with a suitable seat including those with lifting armrests, additional floor space for service dogs, extra legroom, or those close to a washroom or exit. The seat selection fees may be waived; you may be asked to provide a medical letter supporting your request. We encourage our passengers with special needs to contact us directly to discuss their specific requirements.

One person one fare
Air Transat will, on the request of a person with a disability of a nature that requires the passenger to have more than one seat, provide the additional seat(s) adjacent to the passenger’s seat. (Fees and applicability to follow)

Applicability:
  1. Requirement to travel with a support person meeting the criteria set out by Air Transat
  2. Requirement to utilize an additional seat due to being disabled as a result of obesity
  3. Requirement to utilize an additional seat due to other reasons as a result of a disability
  4. Requirement to travel with a personal care attendant, interpreter for a person who is hearing impaired, or a reader/assistance/guide for a person who is visually impaired
Upon confirmation of approval for One Person One Fare, the following fees and charges will apply:

Flights within Canada:
Air Transat is pleased to offer complimentary air fare* for support persons travelling with a person with a disability who cannot otherwise travel on his or her own. In addition, we will provide complimentary seat selection for both the support person and the person with the disability. Please contact us to determine your eligibility for the program.

* Taxes must be paid by the passenger.

Transborder and International flights:
Air Transat will provide complimentary seat selection for both the support person and the person with the disability. Please contact us to determine your eligibility for the program.
 
Air Transat will require the person with a disability requesting to travel under the One Person One Fare policy to:
 
In Advance:
  • Contact us as early as possible, either before booking or at the time of booking.  We require at least 48 hours notice in order to review documents and arrange adjacent seating.  We will do all possible to assist and accommodate within that time frame.
Air Transat will:
  • Review required documentation within 72 hours of receipt and provide a written approval or denial with reasoning. Note that final approval may also be based on observations by the airport personnel.
  • Arrange for the appropriate seats to be selected
  • On request of the person with a disability, retain an electronic copy of the documents for a period of 36 months to facilitate future travel
  • Arrange for the fare refund upon approval
Air Transat is not able to:
  • Provide One Person One Fare on routes other than domestic flights within Canada.
  • Provide additional seats for an animal or equipment to be placed on
Requirements for approval:
  • Requirement to travel with a support person meeting the criteria set out by Air Transat
    • Passenger with a disability meets the requirements set out in the Air Transat Support Person policy, completes the Air Transat Request for Support Person form
  • Requirement to utilize an additional seat due to being disabled as a result of obesity
    • Passenger who is disabled as a result of obesity meets the criteria in the One Person One Fare policy
  • Requirement to utilize an additional seat due to other reasons as a result of a disability
    • Passenger who requires an additional seat as a result of a disability meets the criteria in the One Person One Fare policy
  • Requirement to travel with a personal care attendant, interpreter for a person who is hearing impaired, or a reader/assistance/guide for a person who is visually impaired
    • Passenger who is hearing or visually impaired provides proof (CNIB card for example)

Air Transat works with MedLink, an emergency telemedicine service that enables crewmembers (and ground personnel) to contact an emergency physician at all times. The physician assesses the medical situation and recommends a plan of care. Defibrillators are also on board all of our aircraft; our crew is fully trained in the use of this equipment.

 

Request or question pertaining to future travel 
Fill in the form for any other special requests or contact us +420 225 025 260

Hearing impaired: +1-514-906-5196

Question or claim regarding past travel 
If you have a request for past travel, or if you have any comments or claim about our services, please contact our Customer Relations team at customerrelations@transat.com or fill in the form.
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