Transat is committed to respecting your privacy and protecting your personal information
Transat A.T. Inc. and its affiliates (hereinafter “Transat”) are committed to protecting your privacy. As a tour operator, distributor of travel services and air carriers, we attach particular importance to protecting the personal information that you entrust to us, and we strive to maintain your trust in this regard.
When you do business with Transat, we need to collect, use and share certain personal information about you, such as your name, contact information, passport number and payment details. This information is used, for example, to identify you, to process your booking, to provide you our best possible customer experience and to keep you safe and secure. Some of this information is shared with Transat’s trusted partners such as hotels and airport ground handlers to ensure that your baggage arrives safely at your destination. We are also required to share some of your information with government border control and airport authorities for reasons of security.
We have developed and adopted internal policies and procedures designed to ensure adequate protection of the personal information in our possession and to apply the necessary security measures, which are reviewed on a regular basis.
We educate all our employees about the importance of protecting personal information by providing them with training on this topic. Access to personal information is limited to employees requiring it in the course of their duties. In addition, all members of our staff are required to sign the Code of Ethics on an annual basis, which includes rules and standards relating to the protection of personal information.
We take reasonable measures to ensure that our agents, mandataries, representatives and other external organizations are contractually bound to respect and comply with the provisions of the privacy protection legislation in force (e.g. airport service providers, incoming tour operators, hotel operators, administrative support, data processing and data storage companies, payment processors, etc.).
Therefore, Transat, its employees, and its suppliers must always ensure the protection of your personal information in accordance with applicable laws.
To this end, a Data Privacy Officer has been appointed to address privacy-related questions and ensure that policies and procedures are consistently followed. Transat has also appointed a Information Security Officer, who is responsible for establishing and managing appropriate security measures to ensure compliance in this regard.
What is the scope of application of the policy?
Unless otherwise indicated at the time of personal information collection, the provisions of this Policy apply to all personal information collected and processed by Transat whenever you do business with us.
Certain Transat sites contain hyperlinks third party sites (“Third Party Sites”) that will take you off our site and that do not belong to Transat. Transat provides these hyperlinks for your convenience. Third Party Sites are not under the control of Transat and the hyperlinks should not be construed as an approval or endorsement of their content by Transat. Transat is not responsible for the contents of any Third Party Site, for any link contained in a Third Party Site, or for any changes or updates to such Third Party Site, and Transat makes no representation or warranty regarding any Third Party Site. The information collected by said third parties on these other sites are not subject to this Policy, when it is not used by Transat. We therefore encourage you to review the privacy policies of these websites before disclosing your personal information to any third party.
What is considered personal information?
Personal information is any information that can be used, directly or indirectly, to identify an individual or that relates to an identified or identifiable person. Your personal information may include, for example, your name, your contact details, information relating to your travel itinerary (e.g., your booking reference number) or information on how you use our website and mobile app or how you interact with us.
This information may be collected directly from you during any interactions you have with us, for example when you visit our website, make a reservation or communicate with us by telephone or email, when you use our website or applicable or participate in a survey, contest or a draw or register to a loyalty program organized by or on behalf of Transat. It may also come from other sources, such as third-party partners who act on our behalf to provide services to you on our behalf or from one of our suppliers or partners, for example when you book through a travel agency.
What personal information may we collect?
We collect only the information necessary to provide you with products and services and to meet our legal obligations. Your information may also help us to better serve you. With your consent, we may use and share it within Transat and its affiliates to provide you with personalized promotional offers and recommendations or to invite you to participate in contests or surveys to improve our services and products.
Please see the “How we use your personal information” section below for more information on how Transat uses your personal information.
We may collect and process the following categories of personal information:
Your firts name and surname, date of birth, gender (female, male or other), nationality and passport number. If your minor children are included in the booking, we will collect their identification information.
Your telephone number, physical address and email address.
During the booking process we collect information about your booking that may include your date of travel, flight reservations, hotel reservations, payment details and any ancillary services such as Option Plus, upgrades and extra baggage.
Your travel itinerary, booking confirmation number, check-in information, electronic boarding pass, medical needs, special dietary requirements and any additional assistance or preferences.
When you book a trip, you will receive a booking confirmation number. You must not share this number or your travel details with anyone else, as this may give them access to your travel itinerary and other personal information.
Adherence to special programs
If you register your child of 2 to 11 years old to our Kids Club program, we will collect your child’s name, data of birth, gender as well as your name and email address as their parent or legal guardian.
Information collected during interactions with us
When you communicate with us via email, online or via social media, we store your communication and, if relevant, each attachment such as pictures and/or videos. When you contact us by telephone, for instance by calling our reservation department or our customer relations department, we may record your telephone calls for training purposes, to ensure the accuracy of your information and instructions or to prevent fraud1. We also collect your questions or complaints.
Information on services provided
We collect information about services we have provided to you, your lost luggage and your feedback on our services and other interactions with us.
Use of our websites and mobile app
When you browse one of our websites, use our mobile application or subscribe to our newsletter, we may collect your information through cookies, from your IP address, browser type, operating systems, referring website, preferred language, web-browsing behaviour, universally unique identifier (“UUID”) and app use.
Depending on your preferences and device settings, we may also receive your location data.
Information collected from social media
We collect information from contests you enter or comments you choose to share on our social media platforms. Depending on your social network settings, we may receive information from your social network provider.
When providing services to you, we may collect personal information considered sensitive where, due to its medical, biometric or otherwise intimate nature, it could reveal, among other things, your ethnic origin, physical or mental health, religious beliefs or criminal convictions or offences.
For example, if you request special medical assistance during a flight, this may reveal information about your health (e.g., need for a wheelchair or oxygen). In addition, your religious beliefs may be disclosed when you request special meals or advise us of other dietary requirements. Similarly, the details on your travel documents may contain information that could disclose your racial or ethnic origin.
This sensitive personal information will be used strictly to enable us to provide any special services requested and to fully perform our obligations. We will not collect sensitive information if it is not necessary for the provision of services and, in any case, we will not process it without your prior consent.
We have put in place an appropriate and coherent governance framework to ensure the security of this information, according to its degree of sensitivity.
Third Party bookings
This Policy applies to anyone who purchases or uses our services, including bookings through a third party. In such cases, the third party must ensure that it has obtained the consent of the person for whom it is making a reservation ("Person concerned") before sharing any personal information.
A third-party booking is when a relative, friend, travel agent or another person (“Third Party”) makes a booking on your behalf. The personal information communicated will be the same as if the Person concerned had personally made a reservation. This information is required for reservation purposes. The collection, use and sharing of your personal information by the Third Party will be subject to the terms of this Policy. If the Third Party who booked the trip has your full name and reservation number and contacts us or wishes to make changes, we will share the reservation data and may make the requested changes, as we consider that you have given them consent to do so. If you do not want a third party to be able to obtain information about you or make changes, please keep the booking confirmation number confidential.
How do we use your personal information?
We use your personal information for the following purposes:
To provide you with our services
We may use your personal information to process and manage your booking and to fulfil your travel arrangements and purchases. For example:
- To identify you in order to issue your ticket.
- To contact you to inform you of changes to your reservation or to answer your questions.
- To facilitate correspondence with another airline.
- To complete your transaction and facilitate exchanges with commercial partners (travel agent, rental service, hotel) for whom you have made a reservation through us.
- To identify you when you are using our airport services, such as when you check in at our desks or self-service check-in kiosks.
- To ensure you receive specified medical attention or dietary requirements;
- To inform our cabin crew and other members of our team that you have purchased Option Plus; etc.
To communicate with you and keep you informed
We may need to contact you by email and/or by telephone for administrative or operational reasons, for example to send you confirmation of your reservations and your payments, to inform you about your travel itinerary, to notify you when check-in is available or to inform you of any disruption and changes to your flights. If you use our mobile app, we may also send you notifications for these purposes if we have your consent to do so.
With your consent, we may use your personal information for marketing purposes and to send you marketing communications.
Your opinion is very important to us. If you have consented to receive such communications, we may invite you to participate in surveys or collect your feedback on our services via email or social media.
We will use the communications you exchange with us and the feedback you may provide in order to manage our relationship with you as our customer to better serve you and to improve our services and customers experiences.
To personalise and improve your customer experience
We may use the information you share with us and information about your use of our websites to improve our products and services and to ensure that you receive advertising and communications from us that are relevant to your needs and interests, in accordance with your preferences regarding the processing of your personal information.
To improve your shopping experience on our websites
We may use personal information about your use of our websites through cookies and other technologies and mobile applications to:
- Track and analyse your usage of our websites to improve the relevance of our website content and to understand what is relevant to you.
- Measure the effectiveness of and to improve the relevance of our advertisement and promotions.
- Conduct markets, products or sales research and analysis to improve our products and services.
- Customize our marketing communications to you if you agreed to receive such communications.
- Execute relationship marketing campaigns and retargeting using social media and other advertisement partners.
- Contact you to offer you more information about a product or service if you agreed to receive such communications.
What is the legal foundation for processing your information?
The legal basis for processing your information will depend on the reason or reasons your information was collected.
We will use your personal information to provide you with our services and to comply with our legal obligations, in particular to:
- To process your booking, fulfil your travel arrangements and otherwise perform the contract we have with you or with another airline.
- To meet our legal and operational requirements, including obligations to share certain information with border control agencies, customs or immigration authorities of the country appearing on the itinerary of personal passenger information.
- To ensure the safety and security of the aircraft.
- Because you have consented to Transat using your information for a particular purpose.
- To confirm your purchase and offer you similar products or services directly related to that purchase.
- To purchase tax-free items.
- To contact you in the event of objects reported lost, or found on board or at the airport and to deliver your delayed baggage.
- To ensure proper risk management by evaluating and monitoring the performance of our products and services, developing systems and methods for internal audit, designing statistical models to perform operational follow-ups and ensuring the security of your information; to determine your eligibility for upgrades, additional baggage, Option Plus products or other ancillary services; or to investigate, detect or prevent fraud or cyber threats.
We will ensure that you are informed and obtain your prior consent if we intend to use your personal information for other purposes, unless otherwise permitted by law.
How long do we retain your personal information?
We will retain your personal information securely for as long as necessary for the purposes which it was collected and within the applicable timeframes to comply with the requirements of applicable privacy legislation in effect. We are subject to various laws and regulations that provide for minimum retention periods.
For example, your personal information related to a booking will be retained to fulfil the specific travel arrangements you have made. Afterwards, we will keep the information for a period of time which enables us to handle or respond to any complaints, queries, concerns or legal procedures relating to the booking. These deadlines vary according to each situation and must consider the exhaustion of any appeals and applicable limitation periods. We may retain your personal information after your business relationship with us has ended.
We protect the personal information we hold and once the retention period has expired, we ensure that it is securely destroyed or anonymized in accordance with recognized best practices when there is no longer any relational, legal or commercial reason to retain it.
How do we keep your personal information safe?
We have implemented a combination of material, organizational and technological means to ensure the confidentiality of the personal information we hold, to protect such information against loss or theft and to prevent any unauthorized access, transmission, reproduction, use or amendment thereof.
Here are a few examples, in various forms:
- Physical security measures: surveillance cameras, security personnel, access cards to premises or any other security measures required to limit access to authorized persons only.
- Technological security measures: passwords, data encryption, any other measures required to prevent access.
We use TLS (Transport Layer Security) encryption standard for the transmission of personal information on our websites, for example when you use your credit card to pay online. You can verify that this protection is in place by looking for the padlock symbol on many browsers. TLS enables a secure connection between your web browser and our internet server, using a private (or secret) key to encrypt the information.
- Administrative security measures: annual attestation for all our employees and consultants to the code of ethics, regular training and awareness-raising for staff and consultants, monitoring policy and procedure.
Your personal information may be accessed by a limited number of employees within Transat who have a need to know this information in order to perform certain tasks. We make our employees aware of the importance of privacy and the protection of personal information.
Where necessary to provide you with products or services, or to comply with our legal obligations, we may disclose certain personal information to a third party or government authority. In this regard, we take appropriate security measures to ensure that such third parties comply with the commitments and rules set forth in this Policy. In addition, we contractually require all our third-party suppliers who process our customers' personal information to comply with the requirements of applicable privacy laws in force in connection with the services they provide.
Although we have security measures in place, security breaches may occur. In the event that a breach creates a risk of serious harm, we will promptly notify you to mitigate the risk, or when required by law.
If you reside in a member state of the European Economic Area (“EEA”), your personal information may be accessed and processed outside of the EEA by Transat, whose servers are located in Canada, and/or by one of our trusted partners. Except as provided for in article 49 of the General Data Protection Regulation n° 2016/679, when your personal information is transferred outside the EEA, we require that an adequate level of protection is in place according to the requirements of applicable privacy laws.
In this respect, we specify that : (i) Canada has been recognized by the European Commission as ensuring an adequate level of protection, likewise New Zealand, Argentina, Switzerland and Israel ; (ii) with regard to the transfer of data to the United States, your personal information will only be transferred to third-parties who undertook to provide guarantees as to the secure processing of personal data in accordance with the Privacy Shield recognized by the European Commission as ensuring an adequate level of protection; for additional information, please refer to the website www.privacyshield.gov; (iii) for other countries, we have ascertained that the recipients of your personal information have put in place the appropriate safeguards in order to ensure that your personal information is adequately protected, the whole in accordance with the data protection legislation in force.
With whom do we share your information?
In order to provide you with the products and services you have requested, we may need to disclose your personal information to trusted third parties, including:
- Regulatory authorities and law enforcement agencies such as immigration, customs, airport authorities, border security control for legal compliance and to ensure the safety of our customers, passengers and employees.
- In accordance with applicable laws, passenger reservation, check-in and boarding data collected from passengers (PNR/API) may be transmitted to national public services and competent authorities of a particular country (including, when applicable, France, in accordance with Article L232-7 of French Internal Security Code and under the conditions set out in the Decree No. 2014-1095 dated 09/26/2014).
- Service providers, such as reservation agents, catering agents, travel service providers, cargo providers, car rental or hotel providers and airport ground handling services to facilitate your travel and any other requests you have made.
- Other passengers included in your booking as part of the online check-in process.
- Technology service providers whose systems we may use to process your booking and travel, enhance your customer experience, conduct customer surveys or send you marketing communications on our behalf.
- Providers of investigative services in connection with a privacy incident or breach of personal information.
- Transat's affiliates or their service providers, in connection with the provision of travel services, ground services, information security, customer relations, customer service, marketing or to offer you related products.
We share with our suppliers and service providers only the personal information necessary for them to perform their duties, functions, and contractual obligations with Transat. These service providers process personal information on our behalf and agree in writing to comply with and respect our strict standards for the protection and confidentiality of your personal information and process it strictly for our authorized purposes only, under our control and direction.
In addition to being subject to confidentiality obligations, the suppliers’ personnel who have access to personal information must also abide by confidentiality agreements, use a reasonable degree of care to protect the confidentiality of personal information and apply adequate physical, administrative and computing security measures.
In an effort to continuously improve the quality of the services offered on Transat’s website and mobile app and to better meet your expectations, Transat cookies, which are text files used to identify your device when connecting to one of our services.
Your rights concerning your personal information
We make every effort to keep the personal information in our possession accurate, complete, and up to date. However, as you are in the best position to promptly inform us of any changes to your personal information, we ask that you keep us informed of any changes.
Accuracy and rectification of your personal information
We make every effort to keep the personal information in our possession accurate, complete, and up to date. However, you are in the best position to promptly inform us of any changes to your personal information, we ask you to inform us of any required amendments.
At any time, you may request that the appropriate corrections be made to the personal information we hold about you, for example after a change in address. If applicable, we will forward the amended information to the third parties that have access to your personal information.
Withdrawal of consent to process personal information
When we process your information based on consent you have previously given, you may withdraw said consent at any time.
If you refuse, object, wish to restrict processing or request erasure of any information necessary for the provision of our services, or if you wish to withdraw consent previously given to collect, use and share your personal information, we may not be able to provide you with all or part of our services. In such cases, a small fee may apply, upon notice from us, to cover the administrative costs of processing such requests.
You may change your preference to receive e-mail marketing communications by email, mobile notifications, SMS messages or participate in surveys at any time by clicking on the unsubscribe link in the message or by contacting us. Please note that it may take up to 10 business days to update your choices.
Rights to data portability, objection, restriction of processing and erasure for European Economic Area (EEA) residents
In addition to the rights detailed above, if you reside in a member state of the EEA, you may exercise your rights to erase your personal information, to restrict or object to, on legitimate grounds, to processing and portability of your personal information, in accordance with EU General Data Protection Regulation no. 2016/679 (“GDPR”). A small fee may be charged, upon notification from us, to cover the administrative costs of processing such requests.
You also have a right of recourse to the competent supervisory authority in order to enforce your rights.
In addition, if you are French national, you have the legal right to define general or specific directives on what happens to your personal information after your death.
Furthermore, when your personal information has been collected in France and you do not wish to be contacted by telephone for commercial solicitation purposes, you can register free of charge to a list of opposition to telephone solicitations on www.bloctel.gouv.fr.
Use of Youtube
The company responsible for processing personal information is Transat Tours Canada Inc., an affiliate of Transat A.T. Inc:
Data Privacy Officer
Transat Tours Canada Inc.
300 Léo-Pariseau, Suite 600
Montréal, Québec, H2X 4C2
However, when you deal directly with our airline Air Transat, you must use the following contact information:
Data Privacy Officer
Air Transat A.T. Inc.
Saint-Laurent, Quebec, H4S 2E6
The representative of the Data Privacy Officer in the European Union is:
Air Consultants France
13 Avenue du Général Leclerc
94700 Maisons Alfort, France
In all cases, you can also contact the Data Privacy Officer by email at:
We invite you to provide your name, contact details, the nature of your request, the name of the department or person you have already contacted, and any other relevant information.
However, the transmission of information by email is not fully guaranteed. While we take reasonable steps to protect your personal information, we cannot guarantee the security of any personal information you transmit to us by this means.
We will process your request within thirty (30) days of receipt thereof. We will notify you if we are unable to respond within that time.
Updating of this Policy
This Policy is subject to change in order to reflect, in particular, changes in the rules governing the protection of personal information and privacy. The present version is based on the last update dated September 14, 2023. Any new version will automatically come into effect as soon as it is published by Transat. We therefore invite you to consult Transat’s websites regularly for any changes.
1If you do not wish your calls to be recorded, please use our online services.