Air Transat Compensation
Welcome to your essential guide for understanding your passenger rights with Air Transat under the Canadian Air Passenger Protection Regulations (APPR). This resource details your entitlements for flight disruptions, baggage issues, tarmac delays, and more when traveling on routes like Montreal (YUL) to Paris (CDG), Toronto (YYZ) to Cancun (CUN), or within Canada. For flights departing outside Canada, different passenger rights laws may apply. Whether flying Economy or Club Class, know how to claim compensation and support with Air Transat.
Introduction to Air Transat
Air Transat, a Montreal-based Canadian airline founded in 1986, is a large carrier under APPR, operating Airbus A330 and A321 aircraft to 63 destinations across Europe, the Caribbean, Mexico, the US, and Canada. Known for winning Skytrax’s World’s Best Leisure Airline award, it serves over 4.5 million passengers annually. This section outlines Air Transat’s services and passenger commitments.
Key Services
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Global Network: Year-round flights from Montreal and Toronto to Europe (e.g., Paris, London), plus seasonal routes to Mexico, the Caribbean, and Peru.
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Passenger Experience: Economy and Club Class, one free checked bag (≤23 kg), and codeshare agreements with Porter Airlines and WestJet.
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Regulatory Compliance: Adheres to APPR for Canadian flights, EU/UK Regulation 261/2004 for EU/UK departures, Mexican and Peruvian laws, and the Montreal Convention for international travel.
Your Rights During Flight Delays
For Air Transat flights to/from/within Canada delayed ≥2 hours:
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Timely Updates: Delay reasons (e.g., mechanical issues, weather) are provided every 30 minutes via airport announcements, gate displays, email, SMS, or the Air Transat app. Accessible formats (e.g., large print, Braille, digital) are available for passengers with disabilities upon request.
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Standards of Treatment (Within Control or Safety-Related): If notified <12 hours before departure and waiting ≥2 hours:
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Food and Beverages: Meal vouchers (~CAD $10-$15) based on wait time, time of day, and airport facilities.
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Communication Access: Free phone calls or Wi-Fi (where available).
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Accommodation: For overnight delays, free hotel stay and airport transfers for passengers not at their origin.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Air Transat’s next available flight or a partner airline (e.g., Porter, WestJet) via a reasonable route, no extra charge. If rebooked in a lower class, a refund of the fare difference.
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Outside Control: Rebooking on Air Transat or a partner airline within 48 hours. If no suitable option is available, rebooking on any carrier.
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Refund: Full refund for unused tickets and fees (e.g., baggage, seat selection) if travel no longer serves a purpose or rebooking is unsuitable, including a return to your origin.
Compensation for Delays (Within Control, Not Safety-Related)
For delays within Air Transat’s control (e.g., scheduling errors) with ≤14 days’ notice, as a large carrier:
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3-6 Hours: CAD 400
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6-9 Hours: CAD 700
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9+ Hours: CAD 1000
Exclusions: No compensation for delays outside Air Transat’s control (e.g., weather, air traffic control), safety-related delays (e.g., unforeseen mechanical issues), or if compensation was received under another regime (e.g., EU 261/2004). Claims must be filed within one year.
Additional Notes: Refunds are processed within 30 days to the original payment method. For flights departing outside Canada (e.g., EU or UK), different passenger rights laws may apply.
Your Rights During Flight Cancellations
For cancellations of Air Transat flights to/from/within Canada:
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Prompt Notification: Reasons (e.g., crew shortages, weather) communicated via email, SMS, airport announcements, gate displays, or the Air Transat app.
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Rebooking or Refund Options:
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Within Control or Safety-Related: Rebooking on Air Transat’s next available flight or a partner airline (e.g., Porter, WestJet) within 9 hours, or any carrier if unavailable, no extra charge. Refund of fare difference if rebooked in a lower class.
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Outside Control: Rebooking on Air Transat or a partner airline within 48 hours, or any carrier if no suitable option is available.
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Refund: Full refund for unused tickets and fees, or a return flight to your origin if stranded.
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Standards of Treatment (Within Control): If notified <12 hours before departure:
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Meal vouchers (~CAD 10-15).
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Free communication (phone or Wi-Fi, where available).
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Hotel and transfers for overnight delays, if feasible.
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Compensation for Cancellations (Within Control, Not Safety-Related)
For cancellations within Air Transat’s control with ≤14 days’ notice:
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1000
Exclusions: No compensation for uncontrollable events (e.g., storms, strikes by non-Air Transat staff), safety-related cancellations, or non-public fares. File claims within one year.
Additional Support: Air Transat prioritizes passengers with disabilities, unaccompanied minors, and families for rebooking. For flights departing outside Canada (e.g., EU or UK), different passenger rights laws may apply.
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Your Rights During Missed Connections
If an Air Transat delay or cancellation causes a missed connection on the same ticket:
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Communication: Updates via email, SMS, airport announcements, or the Air Transat app about rebooking options.
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Rebooking or Refund:
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Within Control or Safety-Related: Rebooking on Air Transat’s next available flight or a partner airline within 9 hours, or any carrier if unavailable, no extra charge.
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Outside Control: Rebooking within 48 hours on Air Transat or a partner airline, or any carrier if no suitable option is available.
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Refund: Full refund for unused tickets if travel no longer serves a purpose, including a return to your origin.
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Standards of Treatment (Within Control): Meal vouchers, communication, and accommodation for delays over 2 hours notified <12 hours before departure.
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Compensation for Missed Connections (Within Control, Not Safety-Related)
For missed connections within Air Transat’s control:
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3-6 Hours Delay: CAD 400
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6-9 Hours Delay: CAD 700
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9+ Hours Delay: CAD 1000
Exclusions: No compensation for uncontrollable events, safety-related issues, or passenger-caused delays (e.g., missing check-in). Submit claims within one year.
Additional Notes: For flights departing outside Canada (e.g., EU or UK), different passenger rights laws may apply.
Your Rights During Denied Boarding
For involuntary denied boarding due to overbooking:
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Volunteer Request: Air Transat seeks volunteers to relinquish seats, offering written benefits (e.g., travel credits equal to involuntary compensation) before involuntary denials.
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Communication: Written statement of reasons and rights provided at the gate, via email, or SMS.
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Rebooking:
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Within Control or Safety-Related: Rebooking on Air Transat’s next available flight within 9 hours, or a partner airline, or any carrier if unavailable, no extra charge.
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Outside Control: Rebooking on Air Transat or a partner airline within 48 hours, or any carrier if no suitable option is available.
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Refund: Full refund for unused tickets and fees if you choose not to travel, including a return to your origin.
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Standards of Treatment (Within Control): Before boarding the alternate flight:
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Meal vouchers (~CAD 10-15).
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Free communication (phone or Wi-Fi, where available).
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Hotel and transfers for overnight delays, if feasible.
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Downgrade Compensation: Refund of fare difference if rebooked in a lower class (e.g., Club to Economy).
Compensation for Denied Boarding (Within Control, Not Safety-Related)
For involuntary denials within Air Transat’s control:
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3-6 Hours Delay: CAD 900
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6-9 Hours Delay: CAD 1800
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9+ Hours Delay: CAD 2400
Exclusions: No compensation for safety-related denials, uncontrollable events (e.g., medical emergencies), non-compliance with check-in deadlines (45 minutes before international flights), or if rebooked in the same class. Claims due within one year, paid within 48 hours via cheque unless a higher-value, non-expiring travel credit is accepted.
Priority Boarding: Unaccompanied minors, passengers with disabilities (and support persons/animals), and families are prioritized.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage (Montreal Convention, APPR, Air Transat Disruptions & Recourses):
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Prompt Communication: Report issues at the airport baggage desk or online via www.airtransat.com within 7 days (damaged) or 21 days (delayed/lost). Use the WorldTracer system to track baggage with the Property Irregularity Report (PIR) reference number.
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Compensation:
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Lost Baggage: Up to 1,519 SDR (~CAD 2,805) if not found within 21 days, plus refunds for baggage fees and interim expenses (e.g., toiletries, clothing).
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Delayed Baggage: Up to CAD 50/day per bag for 7 days for essential items, with receipts, plus baggage fee refunds.
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Damaged Baggage: Up to 1,519 SDR (~CAD 2,805) if claimed within 7 days, plus baggage fee refunds. Repairs must be completed within 45 days.
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Mobility Aids: Immediate repair or replacement, prioritizing accessibility.
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Process:
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File a PIR at the airport or online at via the Air Transat contact page, including receipts, tickets, and claim reference.
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Claims for missing contents must be made within 7 days; lost baggage claims within 30 days (21 days for domestic flights).
Exclusions: Air Transat is not liable for normal wear, overpacked bags, manufacturing defects, or valuables (e.g., electronics, jewelry) in checked baggage. Fragile or perishable items may be denied compensation if inadequately packed. Travel insurance is recommended.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports:
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Communication: Updates every 30 minutes via onboard announcements or the Air Transat app.
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Care After Delay:
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Access to working lavatories.
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Ventilation, heating, or cooling.
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Communication access (e.g., personal device use, if feasible).
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Snacks and water (~CAD 10-15), where safe and feasible.
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Disembarkation: After 3 hours, passengers can disembark unless takeoff is imminent within 45 minutes or safety/security/air traffic control/customs prevents it. Passengers with disabilities and support persons/animals disembark first if feasible.
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Medical Assistance: Immediate access to urgent medical care if needed.
Additional Notes: No compensation for tarmac delays under APPR, but standards of treatment apply. For diversions to non-Canadian airports, local laws may apply, with refunds for unused tickets if detained.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
For disruptions within Air Transat’s control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals ~CAD 20-30/day, toiletries, hotels) not provided by Air Transat, incurred due to delays/cancellations notified <12 hours before departure or delayed baggage.
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Submission Process: Submit the official itemized receipts from the vendor along with the expense details when submitting the compensation claim form on our website.
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Standards of Treatment: Reimbursement for meals, transport, or lodging if not offered by Air Transat.
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Montreal Convention: Up to ~CAD 2,805 for international flight expenses, ~CAD 2,805 for baggage.
Reimbursement Limits
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Delayed Baggage: Up to CAD 50/day per bag for 7 days, plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on disruption; alcohol, luxury items, or tips excluded.
Note: Expenses due to uncontrollable events are not reimbursable. Air Transat responds to claims within 30 days. Escalate unresolved claims to the CTA (www.otc-cta.gc.ca, 1-888-222-2592) within 30 days.
