Question 1

Is there a deadline to submit my refund request?

Accepted Answer

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

Question 2

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

Accepted Answer

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.

Question 3

When can I expect to receive my refund?

Accepted Answer

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.

Question 4

Will I receive a confirmation when the refund is made?

Accepted Answer

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.

Question 5

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?

Accepted Answer

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.

Question 6

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

Accepted Answer

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

Question 7

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

Accepted Answer

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.

Question 8

The credit card I used to make my reservation has expired/is no longer valid, how can I be sure I will get my refund?

Accepted Answer

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refund request using the online form by August 26, 2021, 11:59 p.m. If the credit card used at the time of purchase is no longer valid, we will contact you when issuing the refund.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

Question 9

Do refunds apply to credit card chargebacks?

Accepted Answer

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.

Question 10

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

Accepted Answer

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

Question 11

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

Accepted Answer

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.

Question 12

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

Accepted Answer

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.

Question 13

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

Accepted Answer

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.

Question 14

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

Accepted Answer

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.

Question 15

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Accepted Answer

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

Question 16

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?

Accepted Answer

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

Question 17

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?

Accepted Answer

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.

Question 18

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?

Accepted Answer

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

Question 19

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

Accepted Answer

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.

Question 20

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

Accepted Answer

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.

Question 21

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

Accepted Answer

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