FAQs

We recommend online check-in 24 hours before departure via the website or app for all airlines. 

We recommend checking in at the airport 4 hours prior to departure.

Check-in closes strictly 1 hour before departure there are no exceptions.

If you arrive after check-in has closed and wish to travel on a later flight, you will have to purchase another full fare ticket and will not receive a refund for your missed departure.

Yes, in the event of a flight delay you must still report for check–in as per your ticketed departure time. Unless we contact you to advise otherwise.

Air Transat connecting via Montreal - No

Air Transat connecting via Toronto - Yes

Other Airline policies will vary dependant upon connecting city please check the relevant airline website.

All passengers will have to clear customs and immigration and collect baggage from their international flight to then recheck for the onward flight, whilst in transit at the first point of entry into the USA.

It is your responsibility to ensure that you have a valid passport and relevant visa(s) for your trip.

British Citizens, British Overseas Citizens who are re-admissible to the UK, and British Dependant Territories citizens, with the unrestricted right of permanent abode in the UK, will be exempt from requiring a visa and can enter Canada with an Electronic Travel Authorisation (ETA).

It is mandatory for all visa exempt foreign nationals to have a pre-approved Electronic Travel Authorisation (ETA) to enter Canada by air. Applications must be made online at:

www.Canada.ca/eta

Please note: If you are a British Subject where you are subject to control under the immigration Act of 1971 you will still require a visa to enter Canada (subject to change). If you are unsure whether you are a British Citizen or British Subject, please look on the Personal Data page of your passport and it will be noted under 'Nationality'. For further information on visa requirements please contact the Canadian High Commission at: 

www.cic.gc.ca/english/visit/eta.asp or www.canada.org.uk

British citizens only with the unrestricted right of permanent abode in the UK can travel under the US Visa Waiver Programme - ESTA.

All eligible passengers entering the USA using the Electronic System for Travel Authority (ESTA) must complete the online visa waiver form by visiting: 

https://esta.cbp.dhs.gov/esta/

A fee is charged for this visa waiver form.

It is your responsibility to ensure that you have the relevant visa for travel to the USA including transit visas.

Passengers are responsible for obtaining valid travel documents (passport, visa or other required documents) that comply with the entry and exit requirements of any country visited.

A full valid passport is required for travel to the USA and Canada.

For CANADA ONLY at present passengers can travel on a passport valid until after the date of the intended departure.

For USA your passport must have at least six months left to run after your departure date.

You will receive your travel documents 4 weeks before departure.

We are a paperless operator and therefore all documents will be sent to you via email. We can however in exceptional circumstances make alternative arrangements, but you will still need to provide an email address for booking invoices and confirmations.

Your money, held by Canadian Affair is fully protected through a UK financial protection scheme (ATOL), run by the UK Civil Aviation Authority (CAA)

Canadian Affairs’ ATOL number is 3971.

We are able to provide assistance by requiring ATOL holders to pay a fee of £2.50 for each traveller, which is held in a fund managed by the Air Travel Trust. This fund is used to refund, repatriate, or reimburse travellers for the cost of repaying for the affected parts of their trip.

Holidays that have been booked more than a year in advance often cannot be confirmed until closer to the departure date and will remain on request status. We will confirm each component as soon as we are able to.

If for any reason we are unable to confirm a requested component we will contact you to arrange a suitable alternative.

For many hotels the bedding allocation is attached to the room type and so is fixed once the hotel is confirmed, if this is the case the bedding allocation will show on your booking confirmation.

Some room types at certain hotels allow for various bedding allocations i.e. twin or double. In this case your preferred request should be made at the time of booking or as soon as possible after. We cannot guarantee your preferred allocation will be available when you arrive at the hotel.

Special requests can never be guaranteed; however, our suppliers will normally do all that they can to accommodate requests. Any such requests should be made at the time of booking or as soon as possible after.

Some hotels will put a small holding fee on your credit card as a security deposit, which will be refunded upon check out provided there is no damage to the room.

Currently throughout Canada there are no extra local fees to pay upon check-in. 

If your trip includes hotel stays in the USA however, you may need to pay a resort fee upon check-in.

We would highly recommend that you have a comprehensive travel insurance that will cover you for medical treatment as this can be very expensive in Canada and the USA. This should ideally be purchased as soon as you have booked your holiday.

Yes, for medication that will fit within the airline hand baggage allowance this will be fine however, you should also have supported documentation i.e. doctor's letter and/or prescription should you need to present to the authorities.

If additional hand baggage allowance is required for medication, a written request for approval from the airline will be required.

Please also check the airline's website directly for their specific hand baggage rules.

At the time of booking please provide as much information as possible so that the correct type of assistance can be requested for you with the airline

• Do you require assistance walking within the airport?
• Do you require assistance when walking up and down steps?
• Do you require assistance to sit in and out of your cabin seat?

For more information on requesting other types of special and medical assistance with Air Transat can be found on the following link: Air Transat Special Services

Please use the links below for further advice of special assistance procedures: 

Air Canada, British Airways, Westjet, Virgin Atlantic

Air Transat will handle passenger mobility aids, wheelchairs and scooters with priority and free of charge. We require advanced notice to ensure that appropriate arrangements are made to handle your aid with care and attention. Please complete the following form and return to us during the planning of your trip, and no later than 48 hours prior to travel: 

Request for Transport of Mobility Aids and Assistance Form.

Despite the absence of such notice, we will do our best to accommodate you and provide the requested services.

For other airlines processes please follow the following links:

Air Canada, British Airways, Westjet, Virgin Atlantic

If you are flying with Air Transat it is as follows:

• Eco Budget – no checked bag included.
• Eco Standard / Eco Flex – includes 1 checked bag.
• Club Standard / Club Flex – includes 2 checked bags.

Please note that subsequent bags purchased for Eco Budget tickets that include domestic sectors and is operated by Porter Airlines will have a bag charge for each flight sector.

Other Airlines baggage allowance may vary and can be checked at the time of booking with your agent or by visiting the airline website under their baggage section.

Hand Luggage Allowance

Each passenger on Air Transat flights is entitled to one carry-on bag and one personal item, both subject to strict size restrictions:

Carry-on bag cannot exceed 23 x 40 x 51 cm (9 x 16 x 20 in) (including wheels and handles) and must be light enough for the passenger to store in the upper luggage compartment without assistance.

Personal item, such as a handbag or briefcase, a camera bag, etc. cannot exceed 12.7 x 30.5 x 43.2 cm (5 x 12 x 17 in) and must be placed under the seat. It is identified with a yellow tag.

Hold Luggage Allowance

Maximum weight: 23kg

Width + Length + Height: cannot exceed 158 cm / 62 in (including wheels and handles).

Infants booked with Air Transat on an adult’s lap without a purchased seat do not have a baggage allowance. However, 1 stroller and 1 car seat will be accepted free of charge per travelling infant. Please note: the stroller can be taken to the boarding gate and collected at the aircraft door at the end of the flight.

An additional carry-on containing diapers and supplies for the duration of the flight will also be accepted.

Other Airlines Baggage allowance vary and can be checked by visiting the airline website under their baggage section.

For more information on travelling with infants, click here.

Air Transat will allow you to choose and pay for your seats at the time of booking.

Please note: Eco Flex and Club Flex Class tickets include a seat as standard.

All other airline seats may be booked and paid for directly with the airline or on their website once your booking has been ticketed and you have an airline booking reference.

Special Meals can be requested on international flights at the time of booking and up to 48 hours before departure.

Many airlines will offer a Lactose Vegetarian option as standard however the following can be requested with most airlines:

• Vegan Vegetarian
• Lacto-Vegetarian - May include eggs and dairy products.
• Gluten Free
• Asian Vegetarian
• Child Meal
• Low Calorie
• Hindu
• Muslim
• Kosher
• Diabetic

US/Canadian driving licences are NOT allowed, if you only have a US or Canadian licence, please do not make a booking as we will have no option but to cancel and refund. 

If your licence is issued outside of the EU, you will need to provide an International Driving Permit alongside your regular licence.

No, all online car hire is on request status until you receive the car voucher via email. In the event we are unable to confirm your requested vehicle we will either offer an alternative at the associated price or a full refund.

Yes, but if you want to pick up your hire car at a downtown location and return it to a different downtown location you will not be able to book this online. 

We are still able to assist you with this if you call us on 0203 424 6305.

No, the purchase of prepaid KMs is mandatory for motorhome rentals but this currently cannot be done online.

Please Contact Us to purchase the prepaid KMs and complete your booking.

Once your requested car hire has been confirmed by a member of staff and the balance has been paid in full.

$99999 is the default one way fee which appears on less commonly booked routes. 

The route you have selected may not be allowed, for example if it is coast to coast.

If the route is allowed, the one-way fee will be updated to the correct value once the booking is confirmed by a member of staff.

All rental vehicles come equipped with all season tyres which are suitable for driving in virtually all conditions barring extremely deep snow.

There is one vehicle type that can accommodate snow tyres but it is on a request basis only, we cannot guarantee one will be available upon collection.

No, one-way rentals between BC and Alberta are not allowed during the winter, 15th October to 31st March.

This is due to the treacherous highway conditions which will have a huge impact on driving conditions and often lead to this highway being closed.

A maximum of two.

Yes, but please let us know as early as possible as not all vehicle types can accommodate ski racks.

Yes, if your cruise takes you into the USA, such as on an Alaskan cruise holiday, you will need to complete the online visa waiver form in order to obtain your ESTA. This can be found here:

https://esta.cbp.dhs.gov/esta/

It is your responsibility to ensure that you have a valid passport and relevant visa(s) for your trip.

Yes, as you will served many meals whilst aboard the cruise ship we need to know about any dietary requirements you have as soon as possible and the cruise operator will do their best to accommodate you.

This is particularly important if you have any food allergies.

These days cruises have relaxed their dress codes slightly. They tend not to use the word formal nights and have replaced it with ‘evening chic’, ‘smart casual’ or ‘dressy nights.’

Be guided by your cruise line as some have Gala evenings and others do not, but remember you can avoid dressing up if you want to as there is always buffet dining for casual dressers.

Yes, as you will served many meals whilst aboard the Rocky Mountaineer train, we need to know about any dietary requirements you have as soon as possible and they will do their best to accommodate you.

This is particularly important if you have any food allergies.

Yes, if your train journey takes you into the USA, whether on Rocky Mountaineer, Via Rail or Amtrak, you will need to complete the online visa waiver form in order to obtain your ESTA. This can be found here:

https://esta.cbp.dhs.gov/esta/

It is your responsibility to ensure that you have a valid passport and relevant visa(s) for your trip.

There is no dress code aboard the Rocky Mountaineer trains.