Traveller Care with Transat 
Transat's health and safety program

We know that the pandemic has raised concerns about travelling. That’s why we created Transat’s Traveller Care, a program featuring enhanced health and safety measures at check-in, during boarding, on board and at destination—as recommended by regulatory authorities such as the International Civil Aviation Organization—so that you can travel with peace of mind.

You deserve a vacation, especially now, to escape from it all or to reconnect with friends and family living abroad. Here’s what you can expect from us to get you there safely:

BEFORE YOUR TRIP

Photo: Illustration about before your trip with Transat and the new procedures
  • Make sure your health allows you to travel. Watch for common symptoms of COVID-19, and take your temperature.
  • Stay informed. The situation is changing quickly, as are the measures. Check the websites of your country of destination and airports to see if there are any additional health measures you would need to take.
  • You will be required to wear a face covering in the plane and on the transfer bus to the hotel (if you have an all-inclusive package), so make sure to bring at least one with you on your trip. You may also be required to wear one at the airport.
  • We recommend you check in online, available 24 hours before your flight. You will also be asked a few health-related questions.
  • To avoid payments at the airport, we recommend you make your payments online, up to 72 hours before departure, for any extra bags, sports equipment or extra inflight services.
  • Download the Air Transat app* to stay informed.

AT AIRPORT CHECK-IN

Photo: Illustration of Transat clients checking in at the airport with the new procedures
  • All our check-in counters and self-service kiosks will be regularly and thoroughly cleaned and disinfected.
  • Hand sanitizer dispensers will be placed around our check-in counters and self-service kiosks.
  • All our employees will wear face coverings or will be behind Plexiglas partitions.
  • You will be required to wear a face covering.
  • You will be encouraged to use our self-service check-in kiosks.
  • You will be encouraged to use our self-service baggage drop-off stations where available.
  • You will be asked a few health-related questions.
  • Your temperature may be taken at certain airports. Check their websites for more information.

DURING BOARDING AIRPORT

Photo: Illustration of Transat guests boarding planes with new procedures
  • All our gate counters will be regularly and thoroughly cleaned and disinfected.
  • All our employees will wear face coverings or will be behind Plexiglas partitions.
  • You will be required to wear a face covering.
  • You will be asked to keep two metres (six feet) distance from other passengers while boarding.
  • Priority boarding will only be offered to passengers with reduced mobility.
  • Passengers sitting at the back of the aircraft will be asked to board first, followed by those at the front.

ON BOARD

Photo: Illustration of Transat passengers on board the plane with new procedures 

On board all our aircraft, our reliable HEPA (High Efficiency Particulate Air) filters eliminate 99.995% of small particles, such as bacteria and viruses, refreshing cabin air every three minutes. In addition:

  • Before each and every flight, the aircraft will be thoroughly cleaned with hospital-grade disinfectant, including seats, headrest covers, seat belt buckles, seat controls, seat-back pockets, armrests, cabin windows and shades, light switches, air circulation controls, tray tables, individual entertainment screens, and overhead bins and handles. The entire aircraft will also be cleaned every 24 hours with electrostatic disinfectant.
  • Our pilots and flight attendants will wear face coverings throughout the flight.
  • You will be required to wear a face covering throughout the flight.
  • You will receive a complimentary Traveller Care kit, which will include a face covering, gloves, hand sanitizer and disinfecting wipes.
  • Lavatories will be sanitized regularly throughout the flight with hospital-grade disinfectant. Only one passenger at a time will be allowed to wait outside.

ECONOMY CLASS

  • On flights to/from Europe, a prepackaged meal (sandwich, salad and dessert) and a snack will be served.
  • On flights to/from the South, the United States and within Canada (longer than three hours), you can purchase meals/snacks from the Bistro menu.
  • Bottled water will be offered on all flights; beer and bottled wine will be sold at affordable prices on flights longer than three hours.

CLUB CLASS

  • A premium prepackaged meal will be served. Beer and wine will be offered on request.

UPON ARRIVAL AT DESTINATION

  • Passengers sitting closest to the exit door(s) will deplane first, followed by the others, to avoid crossing each other.
  • You will be asked to keep two metres (six feet) distance from the other passengers while deplaning.
  • If you have an all-inclusive package, a Transat representative will be available to assist you at a dedicated area right before exiting the airport.

At the hotel, if you have an all-inclusive package:

  • You will be able to meet with Transat representatives by appointment only via the Air Transat app* or by calling them.
  • You will be able to find information on the destination and available excursions via the Air Transat app*.

Transfers to/from the hotel, if you have an all-inclusive package:

  • Information on the location of your transfer bus can be found in your e-document and via the Air Transat app*.
  • The transfer bus will be thoroughly cleaned and disinfected after each transfer.
  • All drivers and Transat representatives will wear face coverings and gloves on the bus.
  • You will be required to wear a face covering on the bus.
  • You will be asked to place your bags in the luggage compartment of the bus yourself, if possible.
  • Each bus will carry a reduced number of passengers to allow additional space for distancing.
  • Passengers whose hotels are furthest will sit at the back and will therefore board the bus first. Transat representatives will provide boarding instructions.

On excursions:

  • All excursions will be curated.
  • We recommend you book your excursions online before your trip, or via the Air Transat app* once you’re at destination. 
  • The bus to your excursion will be thoroughly cleaned and disinfected after each transfer.
  • Each bus will carry a reduced number of passengers to allow additional space for distancing.
  • All drivers and guides will wear face coverings and gloves.
  • You will be required to wear a face covering on the bus.

Photo: Illustration about your return flight home with Transat's new procedures

BEFORE YOUR RETURN FLIGHT

  • Make sure your health allows you to travel. Watch for common symptoms of COVID-19, and take your temperature.
  • Stay informed. The situation is changing quickly, as are the measures. Check the websites of your country of destination and airports to see if there are any additional health measures you would need to take.
  • You will be required to wear a face covering on the transfer bus to the airport (if you have an all-inclusive package) and in the plane, so make sure to bring at least one with you on your trip. You may also be required to wear one at the airport.
  • We recommend you check in online, where available. You will be asked a few health-related questions.
  • To avoid payments at the airport, we recommend you make your payments online, up to 72 hours before departure, for any extra bags, sports equipment or extra inflight services.
  • Download the ArriveCAN app to reduce wait times upon your return to Canada and to reduce points of contact.

*Services offered via the Air Transat app are not available in Cuba.

Information updated June 11, 2020.

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