CONNECTING PROGRAM FOR EUROPE QUESTIONS AND ANSWERS

Transcription

1 CONNECTING PROGRAM FOR EUROPE QUESTIONS AND ANSWERS INTRODUCTION 1. How does this winter s connecting program work? The main objective of Transat s connecting program is to offer more European destinations to Canadian travellers with a connecting program from Calgary (YYC) via Vancouver (YVR), Montreal (YUL) via Toronto (YUL) and Toronto (YYZ) via Montreal (YUL). The new flights will also be available for sale as part of a domestic program. 2. What will the consumer benefits be? There are several benefits with this connecting program. Firstly, travellers from Montreal, Toronto and Calgary will have access to more European destinations during the winter months. Secondly, clients who book a connecting flight in conjunction with a transatlantic flight (through fare) get flight protection in the event of a delay or cancellation. The baggage allowance will also be based on the transatlantic segment, and is therefore more generous than that of a domestic flight. In addition, Canadian consumers will have more options to choose from with the domestic flight program. 3. When will the winter program be available? The connecting and domestic programs between Montreal and Toronto will be available from November 2015 to April The connecting and domestic programs between Calgary and Vancouver will be available from December 2015 to April Which domestic flights will connect to transatlantic flights? Montreal (YUL) > Toronto (YYZ), Sundays to Thursdays Toronto (YYZ) > Montreal (YUL), Mondays to Thursdays These new flights will run during peak business hours. Calgary (YYC) to Vancouver (YVR) on Mondays, returns on Tuesdays 5. Which European destinations will be offered? Eight new routes are available to Canadian travellers: six from Montreal (YUL), two from Toronto (YYZ) and one from Calgary (YYC). For example, London will now be available from Montreal (YUL) and Calgary (YYC) when connecting in either Toronto and Vancouver respectively, while Paris will now be available from Toronto (YYZ) when connecting in Montreal (YUL). Please refer to the connecting flights grid in the appendix for more details. 6. Are these new routes all offered roundtrip?, all new routes are offered roundtrip. Please refer to the connecting flights grid in the appendix for more details. 7. Can customers purchase just the domestic segment? 1

2 8. Does the connecting program also apply to South flights? This connecting program is designed for transatlantic flights. For South, a similar program exists between Calgary and Edmonton. This program cannot be sold as domestic flights. 9. Our direct flights to Europe differentiate us from the competition. Will we lose this competitive edge with the new program? No. It will actually serve to enrich our current program, offering a wider range of destinations to our passengers from different gateways, depending on the season. 10. With the introduction of domestic flights during peak business hours, are you planning to compete with airlines such as WestJet or Air Canada? The main goal is to offer a wider range of European destinations to passengers from Montreal, Toronto and Calgary. 11. Is Transat planning to launch a similar program in Europe to offer connecting flights between European cities? We are currently focusing on this program of connecting flights between Canadian gateways, but remain open to future opportunities in Europe that would improve our offer and enhance our programs. COMMERCIAL 12. What is the fare structure of the connecting program (through fare)? The fare is based on the final destination and not on segments. For example, for travel from Toronto to Paris via Montreal, the fare from Toronto to Paris is not broken into a fare between Toronto and Montreal, and Montreal to Paris. 13. Will the connecting and domestic flights have different Eco Fares?, the three Eco Fare levels will be available: Eco, Eco Max and Eco Extra. 14. Through which distribution channels can they be booked? These flights will be available through all of Transat s Canadian distribution channels: TTS, airtransat.ca, transat.com, Transat Agent Direct and GDS. 15. Does the connecting program apply to groups? 16. Will one-way and open-jaw flights be available with the connecting program? 17. Will this connecting program be available with Europe packages? 18. How much commission can agents earn with this connecting program? The commission percentage for connecting flights is the same as any transatlantic flight that does not include a domestic portion. 2

3 19. Will the Bonbon program apply?, Bonbon will apply to the connecting program and domestic flights. LOGISTICS 20. Where will passengers flying from Montreal, Toronto and Calgary check in? Passengers will check in for their domestic and connecting flights at the Air Transat counter. 21. Where will passengers flying from Vancouver check in? Passengers will check in for their domestic and connecting flights at the Air Transat counter located in the domestic area. Returning domestic and transatlantic flights to Calgary will arrive in the domestic area. 22. Will connecting passengers receive two boarding passes at check-in?, one for the domestic segment and another for the transatlantic segment. 23. At the connecting airport in Canada, will passengers need to check in at the connection counter? On their way to Europe, passengers can proceed directly to the gate at the connecting airport without having to go through security. On their way back to Canada, passengers will need to go through customs at their first Canadian point of entry and will then proceed to the connecting counter to drop off their baggage. Passengers can then proceed through security screening to the departure gate. 24. How will baggage be transferred? For flights that are part of our connecting program from Canada to Europe, baggage will be checked in once and labelled with the final destination in Europe. Passengers will not need to retrieve it at the connecting airport. For flights that are part of our connecting program from Europe to Canada, baggage will be labelled with the final Canadian destination but passengers will need to retrieve their bags at the connecting airport. They will then need to clear customs and drop off their luggage at the connection counter. 25. Where will connecting passengers clear customs? Passengers flying to Europe will clear customs upon arrival in the European destination, and passengers flying to Canada will clear customs at the first Canadian point of entry. 26. Will connecting flights require a change of aircraft?, there will always be a change of aircraft. 27. Will connecting passengers have different flight numbers for each segment?, passengers will have different flight numbers for each segment. 28. What is the minimum connection time? Air Transat has ensured that passengers have enough time to connect. It is strongly recommended that passengers who purchase tickets separately (for domestic and transatlantic flights) refer to the IATA website to learn more about the minimum time needed for connecting flights. 29. What happens if the connecting schedule no longer matches due to a flight change? Passengers will be advised and protected if necessary. 3

4 30. What happens if a delayed connecting flight causes passengers to miss their transatlantic flight? Passengers will be protected if the flight was purchased as a connecting flight (through fare). 31. What happens if a connecting flight gets cancelled? Passengers are protected if the flight was purchased as a connecting flight (through fare). 32. Who will be in charge of the protection? Air Transat s ground handlers are responsible. AIR TRANSAT SERVICES 33. Can passengers be protected on other airlines? Options may vary based on flight schedules and timing. Passengers will be protected and will be given the best possible solution. 34. What happens to passengers that get delayed at customs and miss their connecting flight? Passengers are responsible for all documentation required for entry, as well as customs and immigration proceedings. 35. Will an announcement be made on board the aircraft to communicate connection information? Passengers proceeding to connecting flights will be provided with information and guidance concerning their connecting flights, either inflight or on arrival. 36. What type of aircraft will operate the domestic segments? Boeing 737s will operate the domestic segment. 37. Will the baggage allowance be the same for connecting flights? The baggage allowance is based on the final destination as with our transatlantic flights. For example, if a passenger leaves from Toronto and is headed to Paris via Montreal, the baggage allowance will be 23 kg, applicable to Paris. 38. What will be the baggage allowance on domestic flights? Passengers travelling on a domestic flight will be charged $25 for the first checked bag weighing no more than 23 kg, and $25 for a second bag weighing no more than 23 kg. 39. Will there be any restrictions on special equipment for domestic segments? The same restrictions as any other Air Transat flights apply. Passengers will need to follow the regular procedure to make special requests. 40. Will online check-in be available for connecting and domestic flights?, online check-in will be available 24 hours before departure for passengers flying from the main Canadian airports and most European airports. 4

5 41. Will advanced seat selection be available on connecting and domestic flights? Advanced seat selection is only available on the transatlantic segment. For domestic segments, seats will be assigned during online check-in or at the check-in counter. 42. Will there be a snack on domestic segments? A free beverage will be offered on domestic segments. 43. Will Club Class be available on domestic and connecting flights? For the transatlantic segment, Club Class is available and can only be purchased via the call centre. Club Class will not be available on the domestic segment as these routes are operated by Boeing 737s. 44. Will Option Plus be available on connecting and domestic flights? Option Plus will be offered on the transatlantic segment. On the domestic segment, advantages like priority services and supplementary baggage allowance will be available. 45. Will the Family Program and Kids Club be available on domestic and connecting flights?. 46. Will unaccompanied minors be accepted on connecting flights? This service will not be available. 47. Will unaccompanied minors be accepted on domestic flights? 48. Will passengers be able to travel with pets on connecting flights? This service will not be available. 49. Will passengers be able to travel with pets on domestic flights?. 50. Which entertainment services will be offered on connecting and domestic flights? Entertainment will be available on shared screens on domestic segments between Toronto and Montreal. For the transatlantic segment, personalized entertainment is offered via the individual entertainment system on Airbus A330s and the WiFi network on Airbus A310s. The personal entertainment system is available in Club Class on board all aircraft. 51. Will other carriers be operating certain domestic segments? Domestic segments between Calgary and Vancouver will be operated by Enerjet but with an Air Transat flight number. All other flights will be operated by Air Transat. 52. What is the difference between flights operated by Air Transat and Enerjet? On Enerjet flights, the entire ground experience is delivered by Air Transat. The services on board are the same as Air Transat s but are provided by the Enerjet crew. There is no inflight entertainment. 53. Are you looking into extending this type of partnership with other carriers? We have been working with Enerjet for many years and have no immediate plans to work with other carriers. 5