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Disruptions & Recourses

We are sorry for the inconvenience caused by your delayed or disrupted flight. We understand how stressful this can be and we will always do our best to prevent such an occurrence. If we have to make any changes, we will carefully consider all possible options to minimise the impact to your travel arrangements.

A full description of the terms and conditions of carriage are available in our tariffs.

Responsibility in event of a flight delay or advancement
  1. If your flight is delayed or advanced by more than four (4) hours in comparison to the originally scheduled departure time, we will provide you with a meal voucher.
  2. If your flight is delayed or advanced by more than eight (8) hours and requires an overnight stay, we will pay for your overnight hotel stay and airport transfers if you did not originate your travel at that airport.
  3. If the delay occurs while on board, we will offer you drinks and snacks, where it is safe to do so.  If the delay exceeds 90 minutes and if the aircraft commander permits, we will offer passengers the option of disembarking until it is time to depart.
  4. If your flight is delayed by not less than six (6) hours or if you were unable to board your flight on which space was booked as a result of an overbooking or cancellation:
    1. We will transport you without stopover on our next flight on which space is available and in the same class of service as your original flight.
    2. If we are unable to provide reasonable alternative transportation on our services, we will arrange transportation on the services of other carriers with whom we have interline traffic agreements for such transportation. In such cases, you will be transported without stopover and at no additional cost to yourself in the same class of service as was the case on your original outbound flight with us.
    3. In the event that space on the other carrier is only available in a lower class of service than originally reserved, we will, at your option:
      • provide space to you at the lower class of service and refund the difference in fares, or
      • provide a full refund of the unused portion of the fare paid by you.
    4. If we are unable to provide reasonable alternative transportation on our services or on the services of other carrier(s), in the event of a delay of at least 24 hours or of cancellation/overbooking of a flight on which you booking was made, we will refund your unused ticket or portions thereof.

Compensation in event of a flight re-routing or overbooking
  1. In the event your flight is involuntarily re-routed, overbooked or cancelled we will ensure that you are routed or transported to your ultimate destination, as per the contract of carriage. If no reasonable transportation can be arranged, we will offer you a cash payment or travel credit. When determining the amount of the offered cash payment or travel credit, we will consider all circumstances of your case, including any reasonable expenses which you may have incurred as a result of the overbooking or cancellation ex. costs incurred for accommodation, meals or additional transportation.
  2. If your journey is interrupted by a flight cancellation, overbooking or in the event that the originally scheduled departure time is advanced, we take into account all the circumstances of the case as known to us and will provide you with the option of accepting one or more of the following remedial choices:
    1. transportation to your intended destination within a reasonable time at no additional cost;
    2. return transportation to your point of origin within a reasonable time at no additional cost;
    3. where no reasonable transportation option is available and upon surrendering of the unused portion of the ticket, a cash amount or travel credit (at the passenger’s discretion) in an amount equal to the fare and charges paid will be refunded or provided to you as a credit where no portion of the ticket has been used. Where a portion of the ticket has been used, an amount equal to the lowest comparable one-way fare for the class of service paid for shall be refunded or provided as a credit in the event of a one-way booking/itinerary, and for round-trip, circle trip or open jaw bookings/itineraries, an amount equal to fifty percent of the round-trip fare and charges for the class of service paid for, for the unused flight segment(s), shall be refunded or provided as a credit.
  3. When determining the transportation service to be offered, we will consider:
    1. available transportation services, including services offered by interline, code sharing and other affiliated partners and, if necessary, other non-affiliated carriers;
    2. your specific circumstances, as known to us, including any factors that impact upon the importance of timely arrival at destination.

      Click here for specific tariff rule

Liability under the Montreal Convention
  1. For international carriage, the Montreal Convention provides that an air carrier is liable for provable damages caused by delay in the carriage of passengers and goods unless it establishes that it did everything it could be reasonably expected to do to avoid the afore-mentioned damage. Consequently, each claim for in the event of a flight delay will be considered on a case by case basis in the context of this legal standard.

  1. Air Transat cannot always guarantee that your baggage will be carried on the flight if sufficient space is not available as per its discretion. Notwithstanding, if the baggage does not arrive on the same flight, Air Transat will take steps to deliver the baggage to your residence or hotel as soon as possible. Air Transat will take steps to inform the passenger on the status of delivery and will provide the passenger with an overnight kit, as required.

  2. Air Transat’s liability for lost or damaged baggage vary by flight sector i.e. domestic, U.S. transborder and international.

    For all flights except Domestic flights, click here for specific tariff rule  

    For Domestic flights, click here for specific tariff rule  

    You may consult our tariffs by clicking on the appropriate links below:
    Domestic Tariff
    US Transborder Tariff
    Scheduled Tariff to all points outside Canada (Except the United States)
    International Charter Tariff

  3. In the case of damage or partial loss, the person entitled to delivery must complain to the Carrier forthwith after discovery of the damage or partial loss and, at the latest, within seven days from the date of receipt of the baggage.

    In the case of delay, the complaint must be made at the latest within 21 days from the date on which the baggage has been placed at his disposal.

    In the case of loss, the complaint must be made at the latest within 30 days (21days in case of a Domestic flight) from the date the baggage should have been delivered.

    Every complaint, whether for loss, partial loss, damage or delay, must be made in writing and must be dispatched within the times aforesaid. Failing complaint within the times aforesaid, no action may be brought against the Carrier.

    Furthermore, in the event of delay in delivery or loss of baggage, the claimant must notify the Carrier’s airport personnel in writing (through the completion of a Property Irregularity Report) as soon as the failure to deliver checked baggage at the airport of destination is ascertained. Failure to do so will result in denied compensation in the event the baggage in question is declared lost after a 30-day search.

When you have been denied boarding involuntarily from a flight or flights on which you hold confirmed space, you will provided with the following notice:

  1. Compensation for denied boarding
    If you have been denied a reserved seat on Air Transat you are probably entitled to monetary compensation. This notice explains the airline’s obligations and the passenger’s rights in the case of an oversold flight, in accordance with tariffs on file with the C.T.A.

    For all flights except Canada/US Transborder flights, click here for specific tariff rule  

    For Canada/US Transborder flights, click here for specific tariff rule

  2. Volunteers and boarding priorities
    If a flight is oversold (more passengers hold confirmed reservations than there are spaces available), no one may be denied boarding against his will until airline personnel first ask for volunteers who will give up their reservations willingly, in exchange for payment of the airline’s choosing. If there are not enough volunteers, other passengers may be denied boarding involuntarily, in accordance with the boarding priorities of the Carrier.

  3. Compensation for involuntary denied boarding
    If you are denied boarding involuntarily, you are entitled to payment of “Denied Boarding Compensation” from Air Transat unless (a) you have not fully complied with the airline’s ticketing, check-in and reconfirmation requirements, or you are not acceptable for transportation under the airline’s tariffs on file with the Canadian Transportation Agency (b) the flight has been cancelled (c) a government requisition of space has occurred or a smaller capacity aircraft was substituted for safety or operational reasons (d) a reduction of available seating capacity has occurred for safety or operational reasons (e) you are offered accommodation in a section of the aircraft other than that specified in your ticket, at no extra charge (a passenger seated in a section for which a lower fare applies must be given an appropriate refund).

  4. Amount of denied boarding compensation
    Passengers who are eligible for denied boarding compensation must be offered either:
    • For flights of less than 5 hours - $100 CDN; 5 hours or more - $200 CDN.
    • A travel credit on Air Transat equivalent to twice the monetary amount.
  5. Method of payment
    Air Transat will give each passenger who qualifies for compensation a payment by check for the amount specified above, at the time the involuntary denied boarding occurs. However, if Air Transat arranges alternate transportation which departs before the payment can be made, the payment will be sent to the passenger within 24 hours. Air Transat may offer travel credits in place of the cash payment. The passenger may, however, insist on the cash payments, or refuse all compensation and bring private legal action.

  6. Passenger’s options
    Acceptance of the compensation (by endorsing the cheque within 30 days) relieves Air Transat from any further liability to the passenger caused by its failure to honour the confirmed reservation. However, you may decline the payment and seek to recover damages in a court of law or in some other manner.
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