Information for travellers
LOST OR DELAYED BAGGAGE
Your flight may not be operated by Air Transat. Should this be the case (CanJet flight or other), please read this Important notice.
In order to provide you with better service, Air Transat is a member of SITA WorldTracer. If your checked baggage is missing, one of our passenger agents will be pleased to complete a Property Irregularity Report (PIR) for you. It is very important that you provide the agent with as much information as possible about the bag, including a good description of all contents, as this will be of great help in locating it. All information gathered will be entered into our WorldTracer Baggage tracing system, which is used by most airlines worldwide. Our local representative will contact you during your stay at your destination to keep you informed on the status of our search and will also inform you about possible compensation limits and reimbursement procedures for any emergency purchases.
You can also monitor the status of your missing or delayed baggage online with the WorldTracer Baggage tracing system. Enter the reference number from your PIR and your last name to access details of your file. Access to your file will allow you to see (1) if we have located your baggage and (2) if delivery of your baggage has been arranged. This direct access also allows you to send us a message about any updated information you wish to add to your file.
Once your baggage is located, all efforts will be made to deliver it to you in a secure manner, as soon as possible. The PIR will include the local baggage office telephone number so that you may also inquire about the status of your bag.
For a lost or delayed bag
In order to evaluate your file effectively, we ask that you kindly send us the following documents to the address below: the original PIR/report that was provided to you, a copy of your E-ticket, any applicable receipts, any other relevant supporting documentation, and a brief overview of the situation including any details of which you would like us to be aware. In the event your bag was delayed, your inquiry must be made no later than 21 days from the date on which the baggage has been returned to you; in case of loss, within 30 days from the date the baggage should have been delivered.
For international flights: We will treat all lost/damaged baggage claims in accordance with the provision of the Montreal Convention.
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:
email@example.com: for general information from Monday to Friday
firstname.lastname@example.org: 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.