General Terms and Conditions
Ensure your travel plans falls within Air Transat’s general terms and conditions.
GENERAL SALES TERMS AND CONDITIONS OF
AIR TRANSAT A.T. INC. (hereinafter referred to as the "Terms and
Conditions")
PLEASE ENSURE THAT YOU READ CAREFULLY AND
UNDERSTAND THE
PRESENT TERMS AND CONDITIONS BEFORE MAKING A BOOKING. A COPY OF THESE
TERMS AND CONDITIONS CAN BE STORED ELECTRONICALLY OR PRINTED. IF YOU DO
NOT AGREE TO THE PRESENT TERMS AND CONDITIONS, PLEASE DO NOT FINALIZE
YOUR BOOKING AND STOP YOUR USE OF THE WEBSITE.
THESE TERMS AND CONDITIONS ARE SUBJECT TO AND DO
NOT AFFECT
ANY STATUTORY RIGHTS TO WHICH YOU ARE ENTITLED AND WHICH CANNOT BE
EXCLUDED PURSUANT TO ANY MANDATORY PROVISIONS OF APPLICABLE LAW.
The purchase of travel services (hereinafter referred to as
the "Services")
offered by Air Transat A.T. Inc. ("AIR TRANSAT"),
a
Canadian company with registered office at 5959 Boulevard de la
Côte-Vertu, Saint-Laurent, Quebec, Canada, H4S 2E6 or other services
offered by third parties suppliers on this web site (hereinafter
referred as the "Website"), constitutes a
contractual
agreement between you and AIR TRANSAT and/or its suppliers, as the case
may be, and implies your acceptance of AIR TRANSAT'S conditions
regarding bookings as described below as well as the contents of the
hyperlinks included therein.
Car rental, hotel rooms and purchase of insurance coverage on
this
Website are offered by third party suppliers. The terms and conditions
of these providers thus apply to these services. AIR TRANSAT cannot be
held responsible in any way for the acts or omissions of any of these
third party suppliers.
When completing a Train + Air booking, you enter into two separate contracts: a contract of carriage by air with Air Transat and a contract of carriage of passengers by rail with SNCF. Please note that Air Transat is not responsible and cannot be held liable for the proper performance of the contract of carriage by rail, which is subject to the liability rules applicable in rail transport matters as well as the terms of the document entitled "Tarifs voyageurs" (Condition of Carriage agreement), and which falls under the responsibility of SNCF MOBILITES. For more details, see the legal notices of the SNCF.
You hereby confirm that you are of the age of
majority in
the country from which you are conducting your purchase and you hereby
agree to use the Website in accordance with its terms of use.
1- DESCRIPTION OF WEBSITE
AIR TRANSAT has put forth all necessary efforts to ensure that
all
descriptions contained on the Website are up to date. The Website is
updated on a continuous basis. The information on the Website is
provided "as is". Save for errors arising from AIR TRANSAT negligent
acts or omissions, AIR TRANSAT will not be held liable for any
modifications and provides no guarantee or representation that the
Website will be error-free or up to date. Overall AIR TRANSAT provides
no guarantee with respect to the correctness, completeness or relevance
of the information and statements published on the Website.
2- PRICES, CARRIER SURCHARGES AND RESTRICTIONS
Prices are based, among other things, on fuel costs, exchange
rates
and taxes in force on the date of the last modification of the Website.
Air Transat, like most air carriers, collects surcharges to offset the
volatility and fluctuation of certain recurring expenses and operating
costs. These surcharges represent the "carrier surcharges" and are
intended to cover Air Transat's operating expenses and mitigate
unforeseen fluctuation, including, without limitation, fuel costs and
variation of foreign currency exchange rates.
Unless otherwise noted herein, all prices are quoted in the
currency appearing in your purchase confirmation and are per person.
The terms and conditions which apply to changes and/or cancellation of
air tickets sold by AIR TRANSAT may vary. For more information, please
refer to clause 8 of the present terms and conditions under the title
"Fares". AIR TRANSAT reserves its right to cancel a booking without
further notice, due to non-payment or due to litigation regarding
payment. The name and phone number of the person to be contacted in the
event of non-payment to AIR TRANSAT is found on the first page of the
invoice.
Price reductions resulting from a promotion or a decision by
AIR
TRANSAT are applicable to new bookings only. AIR TRANSAT reserves its
right to refuse any booking made at or based on an erroneous price (not applicable to sales made in Colombia).
3- ACCEPTED METHODS OF PAYMENT
We wish to inform you that only debit cards or credit card
payments
are accepted on the Website and by phone. When you pay on the Website,
your payment information is encrypted and sent over a secure connection.
You can pay with the following credit cards: American Express
(credit card), MasterCard (credit card), Visa (credit card), Visa
Debit, Visa Electron. Please note that credit card and bank fees may be
charged in some countries in connection with the purchases made on the
Website. Additional bank fees or credit card fees charged by the
customer's credit card provider or bank in connection with a purchase
will be borne solely by the Customer.
AIR TRANSAT charges the
exact amount of
the price shown at the moment of purchase without applying any
transaction or service fees. However, your card issuer may apply
additional fees, including, among other things, cross-border fees based
on the fact that AIR TRANSAT is a Canadian owned company based in
Canada. Please contact your card issuer in order to obtain the nature
and the amount of any eventual additional fees before finalizing your
purchase. By finalizing your purchase, you confirm that you have been
advised of this. AIR TRANSAT shall not be held responsible for any
additional fees applied by your card issuer.
To avoid fraudulent purchases, (e.g. due to a lost card or
the
provision of false information), AIR TRANSAT reserves the right to
request additional information from the passengers and/or the
cardholder at any time after a purchase has been made - including at
check-in - so that it may verify the information provided when the
purchase was made. AIR TRANSAT also reserves the right to require
another form of payment should a customer not be able to accurately
provide such additional information. Furthermore, Air
Transat reserves the right to cancel the booking in case of suspected
fraud, theft or dishonesty.
By booking through the Website by debit or credit card, you acknowledge and consent
that
AIR TRANSAT may, without your signature, draw payment from your credit
or debit card.
4- BOOKING AND CONFIRMATION
Bookings are strictly personal, non-transferable and must be
accompanied by a payment
in full before they can be confirmed. At the time of booking of certain
flights, you may be requested to provide certain information found in
your passport. Confirmation regarding prices, travel dates, flights,
hotels, car rentals, and other services, as the case may be, is only
given once the payment is received and is based on availability of
Services. Upon completion of the check-out procedure and receipt of the
payment in full, you will receive and email confirming that your
booking has been accepted and summarizing all the details of your
flight(s).
5- TRAVEL DOCUMENTS
A valid passport is required for all travels outside your
country of
residence and is the only reliable and universally accepted evidence of
citizenship. Certain countries require that the passport
be
valid for six (6) months beyond the date of return to your country of
residence, or require a visa for citizens or born in another country.
Some countries may not allow entry to visitors carrying the passport of
certain other countries.
Please consult the "CHILDREN" section below when a minor
under the
applicable laws of the country of departure or destination is
travelling alone or with one parent only. You should
contact
the nearest foreign government office of the country you plan to visit
for definitive, up-to-date information on travel documents, such as
passports, visas, affidavits or notarized letters of consent, that are
required by each person for whom you are purchasing travel.
Country-specific and interactive passenger-specific information is also
available at www.iatatravelcentre.com
and www.travel.gc.ca.
If you require additional assistance, please contact us at
1-877-872-6728 or +1-514-636-3630 (hearing impaired: 1-866-234-5136 TTY).
It is your responsibility to contact the nearest foreign
government
office of the country you plan to visit. Failure to provide the
required documents may result in denied boarding privileges by the
carrier or the relevant authorities, without recourse or refund. Your
entry may also be refused even if your documentation is complete. A
previous criminal record could result in denied entry into the U.S. or
in other countries. No trip refund or replacement will be given for
inadequate, lost or stolen documents or for any denied entry. AIR
TRANSAT cannot be held liable for any damages resulting from failure to
obtain travel documents, to comply with applicable laws, for delay in
document delivery, or for any aid or information given by third parties.
6- CHILDREN
We strongly recommend that children carry a consent letter if they are travelling abroad alone, with only one parent/guardian, with friends or relatives or with a group. For the purposes of this consent letter, a child is defined as anyone who is under the age of majority under the applicable laws of a country of departure or destination.
A consent letter is not a legal requirement in Canada, but it can simplify travel for Canadian children, as it may be requested by immigration authorities when entering or leaving a foreign country or by Canadian officials when re-entering Canada.
We recommend that you talk to a lawyer about the legal issues that apply to you and your children's unique situation, particularly if your parenting arrangement has special terms governing international travel. Carrying a consent letter does not guarantee that children will be allowed to enter or leave a country, as every country has its own entry and exit requirements.
For additional information about entry and exit requirements for Canadian children travelling alone, with only one parent or with another accompanying person, see Travel Advice and Advisories from the Government of Canada or contact the nearest embassy or consulate of the destination country.
We recommend that the letter be signed by every non-accompanying person or organization with the legal right to make major decisions for the child, including anyone with:
- custody rights,
- guardianship rights, or
- parental authority (in Quebec only)
We also recommend that the letter be signed by any non-accompanying parent who has access to the child.
Consult
justice.gc.ca if you have questions about parenting terminology.
Before writing a consent letter, read the
Consent Letter FAQ from the Government of Canada.
7- FLIGHTS AND CARRIERS
Flights offered by AIR TRANSAT are conducted in accordance with the applicable tarif and pursuant to
regulations set
out by the Canadian Transportation Agency. All such flights and rates
are also subject to approval by the relevant governmental authorities.
Consolidations and changes in the published schedule, aircraft type,
days of operation, air carrier providing air transportation and flight
itinerary may take place outside the control of AIR TRANSAT at any time
and, in some exceptional cases (when customers are already at the gate for example), without the possibility for AIR TRANSAT to grant the customers a prior notice.
Schedule Check and Connecting Flights: Flight
schedules are subject to change. You are entirely
responsible for verifying your flight schedule with AIR TRANSAT during
the 24-hour period immediately prior to the departure and the return
date. AIR TRANSAT undertakes to notify, reasonably in advance and
through means it deems appropriate, customers of any schedule
modification resulting in the moving-up or the delaying of the flight
departure time or in case of cancellation of a flight. Whenever you
book connecting flights, you have the responsibility to allow
yourselves sufficient time to make the connection. No control can be
exercised to guarantee flight schedules, which may be altered or
affected by various circumstances. To the extent permitted by
applicable laws and international conventions, and unless airline
tickets from "point of origin to final destination" were purchased from
AIR TRANSAT, the latter will not be liable for any scheduling change or
missed flight connection, including any additional costs incurred and
special, incidental or consequential damages, including the loss of
wages and vacation days, or additional expenses arising from the
foregoing).
Airport check-in: AIR
TRANSAT
recommends that you arrive at the airport check-in counter at least
three (3) hours prior to departure, failing which your reservation may
be cancelled and your seats assigned to other customers, with no right
of recourse.
Seat assignment: Unless
already pre-selected, aircraft seating is conducted by staff at the air
carrier's check-in counter. In the case of Club Class seats offered by
AIR TRANSAT, in the event of a change in the type of aircraft, air
carrier, or in the case of a flight consolidation, repayment by AIR
TRANSAT of the sums paid by the customer for the seat Club Class shall
be deemed a final and complete settlement.
Other applicable conditions: Air
transport conditions and claims relating to loss and/or damage to
baggage are governed by the Montreal Convention
[http://laws-lois.justice.gc.ca/eng/acts/C-26/page-5.html], or the
Warsaw Convention
[http://laws-lois.justice.gc.ca/fra/lois/C-26/page-3.html#h-1] as the
case may be, the applicable tariffs of the air carrier as well as the
conditions of contract appearing on the airline ticket and any
government regulations that establish the limits of air carrier
liability. Once filed with and approved by federal regulatory
authorities, any amendments or modifications to the applicable air
carrier's general terms and conditions of carriage are not subject to
additional public notice and are legally binding (in Colombia they might become legally binding only after review by regulatory authorities). Air tickets that are
not used, in whole or in part, on the dates indicated, cannot be
honoured on another flight but may, on request, be subject to partial
refund of certain taxes and fees under the general conditions
established by AIR TRANSAT.
Refusal to transport – Removal of
passengers: Save
as set out in the Montreal Convention and the Warsaw Convention, AIR
TRANSAT shall not be liable for either its refusal or the refusal of
another air carrier to transport a passenger or for the cancellation of
a reserved space or removal of a passenger from an outbound flight
and/or return flight due to, but not limited to, the passenger failure
to present himself/herself for an outbound flight (herein referred to
as "no-show"), the passenger being deemed
to put a
public safety at risk, the passenger's failure to carry the necessary
travel documents or any issue relating to the validity or consistency
of such documents, a threatened or actual violation by the passenger of
law or AIR TRANSAT or another airline considers that it is necessary to
deny boarding to a passenger in order to prevent danger or risk to this
passenger or to any other passenger or property or to ensure the proper
conduct of the flight.
8- CANCELLATION FARES AND NO-SHOWS
The fares and the terms and conditions to any change and/or cancellation of tickets issued by AIR TRANSAT vary according to the departure airport and destination of the flight. Passengers can refer to our helpful online tool to learn more about the terms and conditions applicable for their ticket.
Prices indicated in this tool are approximate and are subject to change
without prior notice, only for new reservations. Prices are calculated in the local currency of
the departure city.
The price difference is the difference between the sale price
of
the ticket at the time of booking and the one appearing for the same
airline ticket in the AIR TRANSAT booking systems on the date of the
request for the change or cancellation (excluding any applicable
promotion). No refund will be made to the Customer by AIR TRANSAT if
the price of the ticket is less at the date of the change or
cancellation. AIR TRANSAT may determine the amount of the cancellation
and change fees in other currencies by using an exchange rate
determined in its sole discretion when proceeding to such currency
conversion.
No-show: If a passenger does not cancel its flight ticket
within 24
hours prior to the scheduled departure and fail to present
himself/herself for an outbound flight (no-show), the passenger will be
deemed to have forfeited its tickets for this flight segment. It is
understood and agreed that the total amount paid for the air ticket is
equivalent to the value of the damages sustained from the inability to
resale the forfeited seat and that such amount will be retained by AIR
TRANSAT as compensation and liquidated damages; no refund will be
issued.
In addition, some additional fees may apply to certain
requests to
change to your booking. If applicable, full details regarding any such
fees will be provided to you if and when you request a change to your
booking.
Every time a passenger does not embark a flight, and once the ticket bought has become invalid and did not allow transportation, the passenger may obtain the reimbursement of individualised taxes and fees displayed as such, the payment of which proceeds from the actual embarkation of the passenger. This right to reimbursement does not apply to fuel surcharges or other surcharges of the carrier. The refund will be made no later than thirty (30) days from the date of receipt of a refund request, which can be filed by any means, including online
(Request for a refund of taxes) Will open in a separate browser window
or by mail to the following address: Customer service, Transat Tours Canada Inc., Place du Parc, 300 Léo Pariseau Street, Suite 200, Montreal (Quebec), Canada, H2X 4C2. This refund may result in the billing of a fee up to twenty percent (20%) of the amount refunded. It will be free of charge when the application is filed online.
9- BAGGAGE
Limits: You acknowledge having
read and accept the
rules and regulations of AIR TRANSAT with respect to baggage weight,
size and number at our Baggage section.
Liability: The
provisions of the Montreal
Convention, or the Warsaw Convention, as the case may be, the
applicable tariffs of the air carrier, as well as the notice appearing
on the passenger ticket and baggage check, govern the loss of and
damage to baggage and establish the limits of the air carrier's
liability. Passengers' baggage and property are transported, stored and
handled at passenger's risk at all times.
If the first leg of your flight departs from a European Union
Member
Country, take notice that the applicable summary of AIR TRANSAT's
liability under the Montreal Convention, according to Council
Regulation (EC) 2027/97 on air carrier liability in the event of
accidents, as amended by the Regulation (EC) 889/2002 of the European
Parliament and of the Council is included in section 15 below.
10- ADVANCE SEAT SELECTION AND/OR PREPAYMENT OF
CHECKED BAGGAGE FEE
Passengers with a medical condition are advised to contact our
Contact Centre at 1-877-872-6728 or +1-514-636-3630
to request assistance if required, and appropriate seating, subject to
availability.
Upon payment of applicable fees for seat selection, AIR TRANSAT will
assign you your preferred seat, depending on availability. You can make
changes to your seat selection up to 24 hours before departure by
calling the Contact Centre.
You may also be eligible to prepay the fees in advance related to your
baggage allowance. Certain conditions apply. Please visit www.airtransat.com for more
details on the fees and conditions related to your checked baggage
allowance according to your destination.
AIR TRANSAT will not issue a refund for any prepaid checked baggage or
if you cancel your seat selection before departure.
For safety reasons, passengers travelling with infants must
contact
the Contact Centre for their selection as they
can occupy only certain seats.
Passengers occupying emergency exit row seats must be fit and
able
bodied, willing to assist, must have no reduced mobility, must not be
pregnant, must be aged 16 or older, and must be fluent in English
and/or French. Seat requests may be altered at check-in or on board if
passengers do not meet these criteria. If you or members of your party
have to be moved because you do not meet the stated standard safety
criteria, you will not be offered a refund.
Subject to operational requirements, it may be necessary to
change
the aircraft type operating your flight. Should this occur, we will try
to match your seat request on the substituted aircraft. This, however,
cannot be guaranteed. AIR TRANSAT will then assign you an equivalent
seat. If we cannot assign you an equivalent seat, we will contact you
to ask about your seating preferences. In the event that we are unable
to assign you an equivalent seat, you may be entitled to a refund. In
such a case, you must submit your request for a refund with a copy of
your boarding pass along with your contact information within 30 days
following the return date of your flight in order to proceed with your
request. Any request submitted after that period or without this
information will not be considered. AIR TRANSAT's liability is limited
to refunding the charges incurred for advance seat selection.
Your advance seat selection will be held for you until 75
minutes
before departure. After that time, advance seat selection can be
cancelled without refund.
In case of change of flight, the same seat selection will not
entail in any additional cost.
11- OPTION PLUS ADVANTAGES
The Option Plus package includes:
1. Seat selection in Eco Class (see the Advanced Seat
Selection
Terms and Conditions);
2. Priority check-in at specially designated counters;
3. Supplementary checked baggage allowance*;
4. Priority luggage delivery;
5. Priority access to security point (Montreal and Ottawa);
6. Priority boarding;
7. Special advantages on board. You will receive:
a) a comfort kit;
b) a set of earbuds;
c) an alcoholic beverage (beer or wine);
d) a snack from the Bistro Menu.
Additional information
- Children 12 and under travelling with
you also enjoy
the benefits 2, 4, 5 and 6.
- Option Plus is not refundable. Some
airport
services may not be available due to facility limitations.
- If you have a connecting flight between
two cities,
service Option Plus will be offered only on the longest flight segment.
*With the exception of flights to/from Haiti.
For more details on the Option Plus benefits, please visit our website.
12- HAZARDOUS PRODUCTS
For travellers departing from Canada, it is advisable to visit
the Transport
Canada before
travelling to view the list of dangerous goods that can be carried on a
person as well as in baggage or hand luggage during a flight.
For travellers departing from a country other than Canada, it
is
advisable to check with the relevant airport or government authorities
with respect to any restrictions related to the transportation of
dangerous goods.
Without prejudice to the above:
a. for travellers departing
from an
European Union Member Country, a
list of prohibited articles (approved by the Commission Regulation
(EC)820/2008, of 8 August 2008) may be found on the Access
to European Union law website.
b. for travellers departing
from the
United States, a list of prohibited
articles may be found on the Transportation Security Administration
website.
13- CUSTOMER LIABILITY
Health: If your physical
condition so
requires, you must ensure that you have a sufficient quantity of any
required medication with you, and that you must carry such medication
in your hand baggage at all times. You must also consult competent
medical authorities prior to departure about preventive medical
measures to be taken with you as regards to the countries to be visited.
Contagious illness: Any passenger showing symptoms of a contagious illness may be refused boarding on an aircraft by decision of the captain, after consultation with the medical staff on the ground or with the MedLink medical support service.
A contagious illness is suspected when a passenger suffers from one or more of the following signs and symptoms:
- Persistent cough
- Frequent sneezes
- Weakened breathing
- Persistent diarrhea
- Persistent vomiting
- Rash
- Abnormal Bleeding
- Reduced mental capacity
- Appears visibly sick
If any of these symptoms are associated with a fever (38°C or more), the probability that the passenger is suffering from a contagious illness is increased.
In order to avoid being denied boarding because of a contagious illness, any passenger showing symptoms of a contagious illness must be able to provide, upon request, a medical certificate certifying that the passenger in question is not contagious and that he or she can fly without endangering the health of other passengers or crew members.
Pregnancy: A medical
certificate establishing
the due date and fitness to travel is required. The air carrier may
refuse pregnant passengers for whom air travel may involve a risk to
themselves or their unborn children. Please consult the Travel info
section of the Website in this regard. Colombian regulations do not allow travel by air when exceeding 30 weeks of gestation.
14- PRIVACY
Your personal information may be shared by AIR TRANSAT within
the
group of companies controlled by our parent company, Transat A.T. Inc.,
for the purposes described in our privacy policy.
In order to facilitate your travel arrangements, we might
need to
share your personal information with third party providers such as
airport authorities, customs and immigration authorities, government
agencies and travel agents involved in making your travel arrangements.
We may also share your personal information with third parties who
provide services to you or to AIR TRANSAT, such as hotels and car
rental companies (for the purpose of making a reservation), companies
that provide airport and mobility assistance or other third party
providers. We do not sell personal information to third parties, and we
only allow third parties outside the Transat A.T. Inc. group of
companies to send you marketing information where we have your
permission to do so.
For the above mentioned purposes you authorise AIR TRANSAT to
retain and use your personal information and to transmit it within the
group of companies controlled by Transat A.T. Inc., authorities and
government agencies or to providers of the above mentioned services.
You hereby declare having read and accepted the privacy policy
available at https://www.airtransat.com/en-CA/Legal-notice/Privacy-policy.
France only:
In accordance with Article L 237 -6 of the Code de sécurité intérieure
(French Internal Security Code), please be informed that air carriers
may have to transmit reservation, checking and boarding data collected
from their passengers (API/PNR) to French public services for the
purposes and under conditions as defined in the decree N° 2014-1095
dated 26/09/2014.
15- LIABILITY
AIR TRANSAT shall not be liable towards you, in contract or
otherwise, for any damage, whether direct, indirect, incidental,
special
or consequential resulting from your use of the Website or arising from
any information obtained or booking made through this Website.
AIR TRANSAT shall not be held liable, in any way whatsoever,
for the
acts and omissions of a third party provider or supplier.
The liability of AIR TRANSAT shall be subject to the Montreal Convention and the Warsaw Convention, as applicable.
In particular, the following summarizes AIR TRANSAT's
liability:
- Compensation in the case of death or injury
There are no financial limits to the liability for passenger injury or
death. For damages up to 113,100 Special Drawing Rights (SDRs)
(approximately Euro 128,935) AIR TRANSAT cannot contest claims for
compensation. Above that amount, AIR TRANSAT can defend itself against
a claim by proving that such damage was not due to its negligence or
other wrongful act or omission; or such damage was solely due to the
negligence or other wrongful act or omission of a third party.
- Passenger delays
In case of passenger delay, AIR TRANSAT is liable for damage unless it
took all measures that could reasonably be required to avoid the damage
or it was impossible to take such measures. The liability for passenger
delay is limited to 4694 SDRs (approximately 5,351 Euro).
- Baggage delays
In case of baggage delay, AIR TRANSAT is liable for damage unless it
took all reasonable measures to avoid the damage or it was impossible
to take such measures. The liability for baggage delay is limited to
1131 SDRs (approximate Euro 1,244).
- Destruction, loss or damage to baggage
AIR TRANSAT is liable for destruction, loss or damage to baggage up to
1131 SDRs (approximately Euro 1,244). In the case of checked baggage,
it is liable even if not at fault, unless the baggage was defective. In
the case of unchecked baggage, AIR TRANSAT is liable only if at fault.
- Higher limits for baggage
A passenger can benefit from a higher liability limit by making a
special declaration at the latest at check-in and by paying a
supplementary fee.
- Complaints on baggage
If the baggage is damaged, delayed, lost or destroyed, the passenger
must write and complain to AIR TRANSAT as soon as possible. In the case
of damage to checked baggage, the passenger must write and complain
within 7 days, and in the case of delay within 21 days, in both cases
from the date on which the baggage was or should have been made available to the passenger.
- Liability of contracting and actual carriers
If the air carrier actually performing the flight is not the same as
the contracting air carrier, the passenger has the right to address a
complaint or to make a claim for damages against either. If the name or
code of an air carrier is indicated on the ticket, that air carrier is
the contracting air carrier.
- Time limit for action
Any action in court to claim damages must be brought within two years
from the date of arrival of the aircraft, or from the date on which the
aircraft ought to have arrived.
16- LAWS
These Terms and Conditions are deemed to be executed and
governed by
the laws of the country in which the gateway city is located.
The invalidity or unenforceability of any provisions of this agreement
shall not affect the validity or enforceability of any other provision
of this agreement, which shall remain in full force and effect.
17- CONDITIONS ONLY APPLICABLE FOR COLOMBIA
RIGHT TO UNILATERAL TERMINATION
If the contract of carriage originates in Colombia, the passenger may terminate the contract upon condition that the passenger has communicated that decision to the air carrier not later than twenty-four (24) hours before the scheduled departure time. The carrier or travel agent may deduct a maximum amount equivalent to ten percent (10%) of the air fare, depending on the conditions thereof. This benefit does not apply to promotional fares. The refund must be made within a maximum period of thirty (30) calendar days after the notice of termination was communicated to the carrier.
COOLING-OFF PERIOD
For carriage originating in Colombia and when a purchase is made by non-traditional methods or is not in person, the passenger is entitled to the right to cooling-off period. The notice thereof may be sent to the air carrier through any available communication channel offered by the air carrier. That notice shall be sent within five (5) business days after the purchase. Cooling-off period is only available for carriage that is set to commence beyond five (5) calendar days from the day of purchase. Local Colombian taxes that are not to be paid back, will not be refunded to the passenger.
The Colombian authority for the protection of consumer rights is the Superintendencia de Transporte. More information is available at https://www.supertransporte.gov.co (Please note that this website can only be accessed from a Colombian IP address).
18- ALTERNATIVE DISPUTE RESOLUTION (only
applicable for the
UK)
An Online Dispute Resolution (ODR) platform has been set up by the
European Commission : https://ec.europa.eu/consumers/odr
which provides
easy access to alternative dispute resolution (ADR). Please note that
AIR TRANSAT is not currently subscribed to an approved Alternative
Dispute Resolution (ADR) scheme therefore neither the ODR platform nor
any approved ADR providers will be able to accept your complaint.
You can log your complaint with CAA's Passenger Advice and Complaints
Team (PACT) by completing the online complaint form via the CAA
website: www.caa.co.uk/passengercomplaints.
Under the
subtitle 'How the CAA can help' you will need to click on the link
'Refer your complaint to us'. You can then access the CAA's consumer
portal where you can submit your complaint to PACT.
19- ALTERNATIVE DISPUTE RESOLUTION (only applicable for France)
Pursuant to Article R 616-1 of the French Consumer Code, we inform you that we are members of the Association des Médiateurs Européens, an association of accredited consumer mediators. In the event of a dispute, an amicable solution is best suitable. In the absence of an amicable agreement, if you wish to submit any dispute to this association for a mediation at our expense, you may contact them within one year of the written complaint previously sent to us.
The referral to the consumer mediator must be made:
- either by filling in the form provided for this purpose on the AME CONSO website: www.mediationconso-ame.com
- or by post addressed to AME CONSO, 11 Place Dauphine - 75001 PARIS.
20- CONTACT US
If you have any queries regarding your booking, or if you wish to
cancel or change your booking or have any other questions regarding our
Website and services, please contact our Customer Service at 1-877-872-6728 or +1-514-636-3630, or fill and submit an
electronic form
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Transat Tours Canada Inc., Place du Parc, 300 Léo Pariseau Street, Suite 200, Montreal (Quebec), Canada, H2X 4C2