Information for travellers
Your flight may not be operated by Air Transat. Should this be the case (CanJet flight or other), please read this Important notice.
If we have damaged your luggage (whether it can be repaired or not), it is important that you immediately report this to a Passenger Agent at your destination, who will complete a Property Irregularity Report (PIR). It is important to keep the damaged bag, even if you think the bag is beyond repair. You will be informed of the name and address of a baggage repair shop, as close as possible to your residence or temporary address. A PIR is required for all baggage claims. The report should be completed at your destination even if the baggage repair is planned only upon your return home. If a PIR is not completed upon your arrival, a claim must be submitted by telephone or in writing to Air Transat within seven days from the date of receipt of the baggage, accompanied by a copy of your E-ticket, to the address shown at the bottom of this page. You have 45 days from the date that your claim was reported to present your luggage for repairs.
For an overall review of your claim for damaged baggage or damaged items, we need to receive a written claim along with a copy of your E-ticket, a complete, detailed list of damaged items with their individual value (proof of purchase may be required) and approximate date of purchase, and a PIR, sent altogether to our Central Baggage Department at the address below. To file a PIR, please see an Air Transat Agent or representative.
To have your luggage repaired or replaced, please take it along with the original Property Irregularity Report (PIR) to the supplier mentioned at the bottom of the completed report. This supplier will then proceed to repair or replace your baggage and will bill Air Transat directly for your convenience.
For international flights: We will treat all lost/damaged claims in accordance with the provisions of the Montreal Convention and its amendments.
For domestic flights: We will treat all lost/damaged claims in accordance to the Air Transat Domestic Tariff Norms, which are available to the public upon request.
As Air Transat is not signatory of the IATA Interline Agreement, we are unable to accept baggage transferred from another airline, nor can we transfer it to another airline. To ensure your baggage travels with you, please present all of your checked baggage to us at your airport of departure, when you check in. Air Transat cannot be responsible for baggage that is not checked in at that time. We thank you for your understanding.
Fragile or perishable articles, including medication or medical devices, money, jewellery, silverware, electronics, laptop computers, personal audio/video devices, negotiable documents, securities, samples of business documents or other valuables (other than articles of clothing) shall not be accepted as checked baggage. Any such items declared or found in checked baggage shall be subject to removal prior to the baggage in question being accepted for carriage by the Carrier.
The Carrier shall not be liable for damage to fragile, valuable or perishable items where such damage is the result of the inherent defect, quality or vice of the item in question. Unsuitably or inadequately packed items will be accepted at the Carrier’s discretion and, where accepted, compensation may be denied as a result of the afore-mentioned factors. The Carrier assumes no liability for the delay in delivery of any perishable items accepted as checked baggage unless it has failed to take all reasonable measures to avoid such delay.
In addition to the free baggage allowance, you are allowed to carry specific sporting equipment free of charge as shown on the list in the Baggage grid. Please note that only one item listed in the grid will be transported free of charge to a maximum of 20 kg (44 lb.) per passenger, and personal baggage and/or other sporting equipment cannot be substituted for the free sporting equipment allowance. Should the sport item combined with the personal baggage exceed the free allowance per person, applicable excess baggage fees will be assessed.
All sporting equipment is accepted only with a signed Limited Release Form, releasing Air Transat from any claim in regards to damage. For this reason it is highly recommended that you purchase travel insurance prior to your trip, to cover all such goods. Consult your travel or insurance agent. See what you can bring for size and weight limitations.
Should you be travelling with a bag that is already damaged, one that is showing signs of age and wear, and/or packed beyond capacity, you will be asked to sign a Limited Release Form to limit the airline's liability in this respect, before this item is accepted at check-in. We thank you for your understanding.
Air Transat will do everything possible to carry your checked luggage on the same flight as you. However, should your checked baggage be carried on a subsequent flight (for safety, security or operational reasons), rest assured that it will be delivered to you free of charge, as rapidly as possible, unless applicable laws require you to be present for Customs clearance (or it was accepted as limited release at departure).
Do not hesitate to contact us for baggage mishandlings and claims:
Central Baggage Department
5959 Côte-Vertu Blvd.
The support agents at the Air Transat Central Baggage Department are available to help you clarify any situation concerning your baggage upon your return. To better serve our clientele, the Central Baggage Department is open Monday to Saturday. Please do not hesitate to contact us:
Monday to Friday from 9:00 a.m.to 7:00p.m. Saturdays and Sundays from 9:00 a.m. to 5:00p.m. (EST)
514-906-0330 ext. 4370 or 1-800-388-5836 (throughout North America). People who are hearing impaired can call 1-866-234-5136 (TTY) toll free within North America or 514-906-5196 in the local Montreal area.
By email and via the online service:
firstname.lastname@example.org: for general information from Monday to Friday
email@example.com: for information on missing baggage (Monday to Saturday)
You can also monitor the status of your missing or delayed baggage online, 24 hours a day with the WorldTracer Baggage tracing system.