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How to get a refund of an Air Transat ticket – COVID-19

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Here is the refund process for Air Transat tickets not used during the COVID-19 pandemic.

Following the announcement of the agreement between the Federal Government and Air Transat, it is now possible to get a refund for an unused Air Transat ticket because of the COVID-19 pandemic. Here are the details and the process.

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Tickets eligible for refund

Here are the eligibility criteria for submitting a refund request:

  • I have a travel credit
  • My departure was scheduled for February 1, 2020, or later
  • My booking was made before April 29, 2021
  • I did not transfer my travel credit, nor was it transferred to me
  • I did not submit a claim to my insurance company
  • My booking is not subject to an active chargeback claim, nor has it already been refunded by my credit card provider

Time limit for requesting a refund

Customers will be able to request a refund online at https://www.airtransat.com/en-CA/refunds until August 26, 2021.

The refund will be made by the method of payment indicated on the file. However, as indicated in the Frequently Asked Questions, if you no longer have the credit card you used to make your reservation, Air Transat will contact you when making the refund.

Refund process

To request a refund for a cancelled and/or unused Air Transat ticket, you must visit the Air Transat website at this address.

You will be asked to complete a short form to verify your eligibility:

Transat Refund Form En

Travel agencies (AIR MILES, American Express, etc.)

If you booked through a travel agent, you will need to contact the agent directly for a refund.

If you booked your flight with AIR MILES, BMO Rewards, American Express Travel or any other program: you will need to contact the appropriate customer service department to obtain a refund. For example, AIR MILES has a page dedicated to refunds.

FAQ

Here are the answers to frequently asked questions, shared by Air Transat:

Is there a deadline to submit my refund request?

Yes, you must submit your request using the online form by August 26, 2021, 11:59 p.m.

What happens if I don't submit my refund request by the deadline?

If you don’t submit your request by August 26, 2021, 11:59 p.m., you will not get a refund. The travel credit will remain on file with the same conditions and will be available when you are ready to make a new booking.

When can I expect to receive my refund?

Due to the exceptionally high volume of requests, processing times may take up to three months. equests will be treated in the order in which they are received. Rest assured that all our resources are dedicated to responding to your request as quickly as possible.

Will I receive a confirmation when the refund is made?

Once your request is processed, a refund will be issued in the method of payment on file and a confirmation will be sent to you. If you originally booked with a travel agency, the confirmation will be sent to them.

I have already contacted you to request a refund, so why do I need to submit a request again? Can't you track my original request?

No, unfortunately, we cannot use your initial request. The process and eligibility criteria were put in place as part of the funding agreement between Transat and the Government of Canada. Thus, among the parameters set by government authorities, those who have a travel credit must submit their refund request to Transat by August 26, 2021, 11:59 p.m.

I made my initial reservation with a travel agency. What is the procedure to request a refund?

You simply need to contact the travel agency so they can submit a refund request on your behalf to our team.

I can't reach my travel agency to request a refund, what should I do?

If you can’t reach your travel agency or they’re closed, we’re here to help. Simply fill out a refund analysis form and submit it to us by August 26, 2021, 11:59 p.m.

The credit card I used to make my reservation has expired/is no longer valid, how can I be sure I will get my refund?

Simply submit a refund request using the online form by August 26, 2021, 11:59 p.m. If the credit card used at the time of purchase is no longer valid, we will contact you when issuing the refund. If you originally booked with a travel agency, we will contact the agency.

Do refunds apply to credit card chargebacks?

No, because the chargeback process cannot be interrupted. Therefore, bookings that are subject to an active chargeback claim or that have already been charged back are not eligible for a refund.

I have already received compensation from my insurance company, can I submit a refund request?

No, if you’ve already been compensated by an insurance company, you are not eligible for a refund.

I have made a new booking with my travel credit, but I have not yet travelled. Can I get a refund?

Yes, you are eligible for a refund. To receive it, you must contact our Contact Centre at least 24 hours before your scheduled departure. An agent will cancel your booking and submit a refund request on your behalf. If you originally booked with a travel agency, simply contact them.

I have made a new booking with a travel credit, but have leftover credit on my file. Is this amount refundable?

Yes, you are eligible to receive a refund for the remaining travel credit. Simply submit your request using the online form by August 26, 2021, 11:59 p.m.

I have a travel credit following the cancellation of a group booking. Can I get a refund?

Yes, you are eligible for a refund. Simply contact your travel agency so they can submit a refund request on your behalf to our team. If you originally booked with Transat, contact your group leader, who will then reach out to our team.

I have a travel credit following the cancellation of a cruise package. Can I get a refund?

Yes, you are eligible to receive a refund for the travel credit but for the air portion only. Simply submit your request using the online form by August 26, 2021, 11:59 p.m. The cruise portion is subject to the terms and conditions of the cruise line and may not be eligible for a refund. If you have any questions, please do not hesitate to contact us.

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Yes, you are eligible for a refund. Simply submit your request using the online form by August 26, 2021, 11:59 p.m.

I voluntarily cancelled my booking due to COVID-19 and received a partial refund but I had to pay penalties. Can I get a refund for the penalties?

No, bookings that have already been reimbursed partially are not eligible for a refund.

I voluntarily cancelled my booking due to COVID-19, but the conditions of my booking did not allow for a travel credit or refund. Am I eligible for your new refund policy?

To find out if you’re eligible for a refund, simply fill out a refund analysis form and submit it to us by August 26, 2021, 11:59 p.m.

I paid a deposit for a booking that I voluntarily cancelled due to COVID-19 before making the final payment. Will I get a refund?

No, deposits are not eligible for a refund when the booking is cancelled by the client.

I have a travel credit but don't want a refund. What should I do?

If you want to keep your travel credit, no action is required on your part. The credit will remain on your file with the same conditions and will be available when you are ready to make a new booking.

I have a travel credit that I have not yet used, but I only want a partial refund. Is this possible?

No, because a travel credit cannot be split up. You can choose to keep the entire credit on file with the same conditions, or you can get a full refund by submitting your request using the online form by August 26, 2021, 11:59 p.m.

I transferred my travel credit to someone in my circle. Can that person get a refund?

No, because the refund can only be made using the method of payment on file. Unfortunately, a transferred travel credit cannot be refunded.

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