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Flight disruption: delay and cancellation

A delayed flight or a cancellation can be caused by many reasons, which can be divided into the following categories:

  1. Within Carrier’s control (ex : mechanical failure noticed during regular maintenance of the aircraft, etc.)

  2. Within Carrier’s control but required for safety purposes (ex : in the event of a mechanical problem not foreseen or not noticed during regular maintenance, any requirement or decision relating to the safety of the flight, etc.)

  3. Outside of Carrier’s control (ex : bad weather conditions, natural disasters, collision with wildlife, medical emergencies, strikes, political instability, air traffic control restrictions, etc.)
 

Categorizing the reason for the disturbance will help you determine your rights under the Regulations. Please note that in case of a flight disruption, we will provide regular updates to inform you of the reason and expected duration of the delay.

  1. The Carrier must transport you on its next flight on which space is available.

  2. If the Carrier is unable to provide reasonable alternative transportation on its services, it will arrange transportation on the services of other carriers with which it has interline traffic agreements for such transportation.

  3. If the flight disruption is outside of Carrier’s control and it is unable to provide such alternative transportation within 48 hours of your original departure time, the Carrier will offer you to accept an alternative transportation on a later flight on its services or the services of other carriers with which it has interline traffic agreements for such transportation.

  4. In the event that space on the other carrier is only available in a lower class of service than originally reserved, the Carrier will, at your choice:
    • provide space in the lower class of service and refund the difference in fares, or
    • provide a full refund of the unused portion of the fare paid.

  5. In the event that a large carrier is unable provide reasonable alternative transportation on its services or on the services of a partner carrier(s), within 9 hours of your original departure time, the Carrier will arrange transportation with another carrier offering reasonable air route services to the passenger's final destination and departing within 48 hours of the original departure time.

    If the flight disruption is outside of the large carrier’s control and it is unable to provide alternative transportation on its services or on the services of a partner carrier(s) within 48 hours of your original departure time, the large carrier will offer you to accept an alternative transportation on a later flight operated by any carrier.

  6. If no reasonable transportation can be arranged to accommodate your travel needs, the Carrier will refund any unused portion of your ticket and, when applicable, provide transportation to your point of origin as indicated on the ticket, within a reasonable time at no additional cost. When the flight disruption is outside of Carrier’s control, this option is only possible for the alternative transportation offered after the 48 hours following your original departure time.

    Also, if the flight disruption is within carrier’s control and is not required for safety purposes, and you were informed of it 14 days or less before your original departure time, you may be entitled, in addition to refund, to a compensation of CA $125 in case of a small carrier, and CA $400 in case of a large carrier.

When the flight disruption is within the carrier’s control and is not required for security purposes, the passenger is entitled to claim the following compensation:

Between 3 and 6 hours: if the passenger's arrival at destination as indicated on the original ticket is delayed by three (3) hours or more, but less than six (6) hours; CA $125 in case of a small carrier, and CA $400 in case of a large carrier;

Between 6 and 9 hours: if the passenger's arrival at destination as indicated on the original ticket is delayed by six (6) hours or more, but less than nine (9) hours; CA $250 in case of a small carrier, and CA $700 in case of a large carrier;

More than 9 hours: if the passenger's arrival at destination as indicated on the original ticket is delayed by nine (9) hours or more; CA $500 in case of a small carrier, and CA $1000 in case of a large carrier.

Following your flight disruption, Air Transat will provide you, free of charge, meal vouchers and electronic means of communication (when available) if the following conditions are met:
  • The flight disruption is within Air Transat’s control, including when it is for safety purposes.
  • 2 or more hours have passed since the scheduled departure time
  • You were informed of the disruption less than 12 hours before your scheduled departure timevoyage
  • These standards of treatment do not further delay your trip.
If the delay is expected to extend to an overnight stay, we will pay for your overnight hotel stay and airport transfers.

If the delay occurs on the tarmac after the doors of the aircraft are closed for take-off or after the flight has landed, we will offer you drinks and snacks, accessible lavatories and proper cabin conditions, where it is safe to do so. If it is feasible, we will offer ways to communicate with people outside of the aircraft. If the delay exceeds three (3) hours and if conditions allow it, we will offer passengers the option of disembarking.


European Union Air passenger rights

If you are denied boarding, your flight is cancelled or delayed for at least two hours, you may be entitled to certain standards of treatment and compensation under the European Union Air passenger rights, please consult European Union Air passenger rights.
If you need more information regarding long delay, please consult Long delay notice  Will open in a separate browser window.


How to make a claim?

In order to validate your eligibility to submit a flight disruption claim, you must:
Submit a formal request through the form.

For insurance purposes, you can download a certificate of delay up to 120 days after your initial departure date.

Your claim must be received by Air Transat within one year of the date of the flight disruption. Air Transat will respond to your claim within a maximum of 30 days of the date of receipt of the submitted claim for flight disruption.
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