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Traveller Care

Transat's health and safety program

We know that the pandemic has raised concerns about travelling. That’s why we created Transat’s Traveller Care, a program featuring enhanced health and safety measures at check-in, during boarding, on board and at destination—as recommended by regulatory authorities such as the International Civil Aviation Organization—so that you can travel with peace of mind.

Here’s what you can expect from us to get you there safely:

In preparation for your trip, check out our practical guide to verify your travel admissibility and the entry requirements of your destination.

Do you have questions about the services offered on board? A Frequently Asked Questions section at the bottom of this page will answer your questions.

Before your flight • Consult our practical guide >

  • before your flight
    • 1Make sure your health allows you to travel. Watch for common symptoms of COVID-19, and take your temperature.
    • 2Stay informed. The situation is changing quickly, as are the measures. Check the websites of your country of destination and airports to see if there are any additional health measures you would need to take.
    • 3You will be required to wear a mask in the plane, so make sure to bring at least one with you on your trip.
    • 4We recommend you check in online, available 24 hours before your flight. You will also be asked a few health-related questions.
    • 5To avoid payments at the airport, we recommend you make your payments online, up to 72 hours before departure, for any extra bags, sports equipment or extra inflight services.
    • 6Travel light. You’ll be allowed one carry-on on board, as usual, but please note that baggage  regulations will be strictly enforced.
    • 7Download the Air Transat app* to stay informed.

At check-in – Airport

  • At check-in
    • 1All our check-in counters and self-service kiosks will be regularly and thoroughly cleaned and disinfected.
    • 2Hand sanitizer dispensers will be placed around our check-in counters and self-service kiosks in some airports.
    • 3All our employees will wear masks or will be behind Plexiglas partitions.
    • 4You will be required to wear a mask.
    • 5You will be encouraged to use our self-service check-in kiosks.
    • 6You will be encouraged to use our self-service baggage drop-off stations where available.
    • 7You will be asked a few health-related questions.
    • 8Your temperature will be taken at the airport as part of screening procedures prior to departure.
    • 9You will be able to get an electronic boarding pass on your phone, except for departures from Lisbon, Porto, Port-au-Prince and Punta Cana. For flights from these airports, we recommend that you print your boarding pass before arriving at the airport. You will also be able to print it at airport self-service kiosks, when available, or obtain it at Air Transat check-in counters.

During boarding – Airport

  • Boarding

    • 1All our gate counters will be regularly and thoroughly cleaned and disinfected.
    • 2All our employees will wear masks or will be behind Plexiglas partitions.
    • 3You will be required to wear a mask.
    • 4You will be asked to keep two metres (six feet) distance from other passengers while boarding.
    • 5Priority boarding will only be offered to passengers with reduced mobility.
    • 6Passengers sitting at the back of the aircraft will be asked to board first, followed by those at the front.
    • 7Arrive at the boarding gate 60 minutes before your flight. You must remain seated until your group’s boarding call.  
    • 8If a shuttle is required for boarding, there will be an increased number of shuttles used to allow additional space for distancing between passengers.

On board

  • On Board

    On board all our aircraft, our reliable HEPA (High Efficiency Particulate Air) filters eliminate 99.995% of small particles, such as bacteria and viruses, refreshing cabin air every three minutes. In addition:

    • 1Before each and every flight, the aircraft will be thoroughly cleaned with hospital-grade disinfectant, including seats, headrest covers, seat belt buckles, seat controls, seat-back pockets, armrests, light switches, air circulation controls, tray tables, individual entertainment screens, and overhead bins and handles. The entire aircraft will also be cleaned every 24 hours with electrostatic disinfectant.
    • 2Our pilots and flight attendants will wear masks throughout the flight.
    • 3You will be required to wear a mask throughout the flight.
    • 4You will receive a complimentary Traveller Care kit, which will include a mask, gloves, hand sanitizer and disinfecting wipes.
    • 5Lavatories will be sanitized regularly throughout the flight with disinfectant. Only one passenger at a time will be allowed to wait outside.

  • Economy Class

    • 6On flights to/from Europe, a prepackaged meal (sandwich, salad and dessert) and a snack will be served.
    • 7On flights to/from the South, the United States and within Canada (longer than three hours), you can purchase meals/snacks from the Bistro menu.
    • 8Bar service with soft drinks, juice, water, coffee and tea will be offered. Wine in single-serve bottles and beer will be sold at affordable prices on flights longer than three hours.

  • Club Class

    • 9A Gourmet prepackaged meal will be served. Beer and wine will be offered on request.

Upon arrival at destination

  • Upon arrival at destination
    • 1Passengers sitting closest to the exit door(s) will deplane first, followed by the others, to avoid crossing each other.
    • 2You will be asked to keep two metres (six feet) distance from the other passengers while deplaning.
    • 3If you have an all-inclusive package, a Transat representative will be available to assist you at a dedicated area right before exiting the airport.
    • 4It is your responsibility to comply with the protocols put in place by local authorities and our hotel partners, including practicing physical distancing, wearing a mask and washing your hands regularly.

     

    Transfers to/from the hotel, if you have an all-inclusive package:

    • 5Information on the location of your transfer bus can be found in your e-document and via the Air Transat app*.
    • 6The transfer bus will be thoroughly cleaned and disinfected after each transfer.
    • 7All drivers and Transat representatives will wear masks on the bus.
    • 8You will be required to wear a mask on the bus.
    • 9You will be asked to place your bags in the luggage compartment of the bus yourself, if possible.
    • 10Each bus will carry a reduced number of passengers to allow additional space for distancing.
    • 11Passengers whose hotels are furthest will sit at the back and will therefore board the bus first. Transat representatives will provide boarding instructions.

  • At the hotel, if you have an all-inclusive package:

    • 12You will be able to meet with Transat representatives by appointment only via the Air Transat app* or by calling them.
    • 13You will be able to find information on the destination and available excursions via the Air Transat app*.
    • 14To ensure your safety and that of others, find out what your hotel’s health and safety measures are and comply with them at all times.
    • 15For assistance in Europe, a toll-free number offering 24/7 assistance will be indicated in your e-document.

     

    On excursions:

    • 16All excursions will be curated.
    • 17We recommend you book your excursions online before your trip, or via the Air Transat app* once you’re at destination. You may also call your Transat representative to purchase an excursion.
    • 18The bus to your excursion will be thoroughly cleaned and disinfected after each transfer.
    • 19Each bus will carry a reduced number of passengers to allow additional space for distancing.
    • 20All drivers and guides will wear masks.
    • 21You will be required to wear a mask on the bus.

Before your return flight • Consult our practical guide >

  • Before your return flight
    • 1Make sure your health allows you to travel. Watch for common symptoms of COVID-19, and take your temperature.
    • 2Stay informed. The situation is changing quickly, as are the measures. Check the websites of your country of destination and airports to see if there are any additional health measures you would need to take.
    • 3You will be required to wear a mask on the transfer bus to the airport (if you have an all-inclusive package) and in the plane, so make sure to bring at least one with you on your trip.
    • 4We recommend you check in online, where available. You will be asked a few health-related questions.
    • 5To avoid payments at the airport, we recommend you make your payments online, up to 72 hours before departure, for any extra bags, sports equipment or extra inflight services.
    • 6Download the ArriveCAN app to reduce wait times upon your return to Canada and to reduce points of contact.
*Services offered via the Air Transat app are not available in Cuba.

Are you planning to visit a Transat Travel agency?

Find out what health and safety measures have been put in place.