Overview
Air Transat’s missed flight policy is governed by its Conditions of Sale and the Customer Service Plan. The policy outlines options for passengers who miss their flights due to personal reasons or airline-related issues, such as delays or cancellations. Outcomes depend on the fare type, ticket conditions, and the reason for missing the flight. For flights to/from the EU, EU Regulation 261/2004 may also apply.
Missed Flight Due to Passenger’s Responsibility
If you miss your flight due to arriving late, failing to check in on time, or lacking valid travel documents, the following may apply:
- Non-Refundable Tickets: Many economy fares (e.g., Eco Budget) are non-refundable. If you miss your flight, you may lose the ticket value, though taxes and fees may be refundable upon request. Contact Air Transat’s Contact Centre for assistance.
- Flexible Fares: Eco Flex or Club Flex fares may allow rebooking to a later flight without a change fee, subject to availability. A fare difference may apply if the new flight is more expensive.
- No-Show Policy: Failure to check in before the deadline may result in the cancellation of onward or return reservations. Rebooking may incur fees, depending on fare rules.
Note: Air Transat recommends arriving at the airport 3 hours before departure for international flights. Check-in closes 1 hour prior to departure, and boarding gates close 15 minutes before departure. Online check-in is available 24 to 2 hours before departure. Failure to meet these deadlines may result in being denied boarding.
Missed Connecting Flight Due to Airline Delays
If you miss a connecting flight due to a delay or cancellation of an Air Transat-operated flight within the same booking, the airline will assist you as per their Customer Service Plan and, for flights to/from the EU, EU Regulation 261/2004:
- Rebooking: Air Transat, as a large airline, must rebook you on the next available flight operated by any airline, taking any reasonable route from the same or a nearby airport, at no additional cost. The airline will cover transport to the nearby airport if needed.
- Right to Care: For delays within Air Transat’s control, the airline must provide meals, refreshments, communication access, and, if necessary, hotel accommodation and transport to/from the airport.
- Compensation: If you arrive at your final destination 3+ hours late due to reasons within Air Transat’s control (e.g., technical issues, not extraordinary circumstances like weather), you may be eligible for compensation of up to US$650 (€600) per person, depending on flight distance:
- €250 for flights up to 1,500 km
- €400 for flights between 1,500 and 3,500 km
- €600 for flights over 3,500 km
Compensation may be reduced by 50% if re-routing results in a delay of less than 4 hours.
- Refund Option: If you choose not to travel, you may request a full refund for the unused portion of your ticket. Refunds are processed within 30 days for refundable tickets or if the cancellation is within 24 hours of booking.
Note: Compensation is not available for delays caused by extraordinary circumstances (e.g., weather, air traffic control issues). If your connecting flight is on a separate ticket, Air Transat is not responsible for missed connections, and you must contact the operating airline.
Steps to Take if You Miss a Flight
If you miss your flight, follow these steps:
- Provide Booking Details: Have your booking reference, flight number, and passenger name ready (available in your confirmation email or Air Transat mobile app).
- Explore Options: Depending on your fare type, you may rebook, receive a voucher, or request a refund (subject to fare rules). Flexible fare holders may change flights without fees, subject to availability.
- Submit a Claim (if applicable): For missed connections due to airline delays, file a claim via the Disruptions page with your booking reference, boarding pass, and receipts for additional expenses. Claims must be submitted within 3 years for EU-regulated flights.
