Baggage

LOST OR DELAYED BAGGAGE

If you are travelling between Canada and the United Kingdom and/or Canada and the United States, please refer to the note at the bottom of the page.

If your checked baggage is missing, one of our passenger agents will be pleased to complete a Property Irregularity Report (P.I.R.) 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.

New: 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 P.I.R. 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 as soon as possible. The P.I.R. will include the local baggage office telephone number so that you may also inquire about the status of your bag.

Upon your return home

Once you are back home, our Central Baggage Department will be responsible for communicating with you. Please be aware that we must receive your written request for compensation within 21 days of your return. In order to evaluate your file effectively, we ask that you kindly send us the following documents to the address below: the original P.I.R./report that was provided to you, your original airline ticket (or copy of 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.

For international flights: All lost/damaged baggage claims will be treated in accordance with the provisions of the Montreal Convention and its amendments.

In order to provide you with better service, Air Transat is a member of SITA WorldTracer.

Liability limitations

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.

Please note that Air Transat is not responsible for valuables, fragile or perishable articles, currencies, electronics, computers and medication placed in checked baggage. These items must always remain in your possession inside carry-on baggage. See What you can bring for size and weight limitations.

All sporting equipment is accepted 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 arrange 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.

Should you be travelling with a bag that is already damaged, or one that is showing signs of age and wear, 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.

There is a certain amount of wear and tear that is a normal result of use and for which Air Transat is not responsible. We therefore decline claims for the following:

• scratches
• minor cuts
• nicks
• dents
• soiling
• torn seams
• handle damage
• strap damage
• wheels damage
• lock damage
• zipper damage
• manufacturer's defects

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.

Do not hesitate to contact us for baggage claims and mishandlings

Air Transat
Central Baggage Department
5959 Côte-Vertu Blvd.
Montreal, Quebec
H4S 2E6
Canada

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 now open seven days a week. Please do not hesitate to contact us:

By telephone:
Monday to Friday from 9:30 a.m. to 5:30 p.m. (EST) 514-906-0330 ext. 4370 or 1-800-388-5836 (throughout North America)

Evenings and weekends (EST) 514-906-0330 ext. 4973 or 4374 or 1-800-388-5836 (throughout North America)

By fax:
514-906-5156

By email and via the online service:

cbagages@airtransat.com: for general information from Monday to Friday

baggagetracing@airtransat.com: for information on missing baggage (7 days a week)

Did you know that you can also check the status of your missing baggage online?  24 hours a day, via our website, by clicking on the "WorldTracer Baggage Tracing System" on the page Lost or Delayed Baggage?