no additional fuel or currency

Option
Flex
FOR TOTAL FLEXIBILITY
AND PEACE OF MIND.
P CHANGE
your departure date, destination or hotel
up to 3 hours before departure
e
exclusriv:
offnely
P TRANSFER
$
P CANCEL
49
o
your vacation package to a friend or family
member up to 7 days before departure
your vacation and get ­a full refund1
+
no additional fuel or currency
exchange charges once you’ve booked
Price is per person. Option Flex must be purchased at time of booking and is non-refundable. Applicable to all Transat Holidays, Nolitours and Vacances TMR South ITC packages, but not available for group bookings, cruises, ABC flights,
coach tours, hotel rooms, Florida packages or Sandals, Beaches and Grand Pineapple Resorts packages. Certain changes are subject to availability. Any change or cancellation request must be made directly to the travel agent. If the
travel agent is unavailable, the customer may contact TRANSAT at 1-877-Transat. 1 A full refund of the customer’s package in the original payment method and/or Option Flex Credits will be provided in accordance with the terms of the
Transat Holidays, Nolitours and Vacances TMR Sun 2015-2016 brochures.
QUESTIONS & ANSWERS
What is Option Flex?
Available at a cost of $49 per person at the time of booking, Option Flex is a
service that offers flexibility and peace of mind, two key elements for a successful
vacation. It allows travellers to change their departure date, destination or hotel
up to 3 hours before departure, or transfer their vacation package to a family
member or friend up to 7 days before departure. Option Flex also gives travellers
the opportunity to cancel their trip and obtain a full refund.
Which products does Option Flex apply to?
Option Flex applies to all Transat Holidays, Nolitours and Vacances TMR South
ITC packages, and is available year-round. Not applicable to Sandals, Grand
Pineapple or Beaches Resorts packages, group bookings, cruises, ABC flights,
coach tours, FIT products and Florida packages.
Can Option Flex be purchased after a package has been booked?
In order to benefit from the advantages, Option Flex must be purchased and
paid on the booking date, and is non-refundable.
Do travel agents earn commission on Option Flex sales?
Yes, 15% commission.
Changes to the booking
Up to when can changes be made?
Name changes can be made up to 7 days prior to departure. Changes to the date,
destination, room category or occupancy can be made up to 3 hours before
departure. Changes to travel dates are subject to hotel and flight availability.
Can more than one change be made to the same file?
Yes, multiple changes may be made, but only at the same time. With Option Flex,
clients can make one set of changes or a cancellation without penalty.
If the package price is higher after making a change, will clients have
to pay the difference? If it’s lower, will they be refunded?
If the price for the new travel date is higher, the difference in price must be
calculated by comparing both products (old and new) using the current
system rate. No refund will be given should the price for the new travel date
be lower than the original.
Is commission affected by date changes?
Commission is paid on the initial booking; therefore, it will only be affected if
the price of the new package increases.
If clients decide to change their departure date, until when can they travel?
Clients must book their new package at the time of the date change request, and
travel must be completed at the latest 6 months after the initial departure date.
Can clients repurchase Option Flex on a new package?
Option Flex can be repurchased only at the time a change is made.
Can clients pay a change fee instead of using Option Flex?
No. If Option Flex is on file, it must be used.
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Cancellation
How much time does the client have to cancel a booking?
Cancellation is permitted up to 3 hours prior to departure.
Are clients refunded?
Yes, clients are refunded as follows:
• Cancellation requested 46 days or more prior to departure: the amount of
the deposit paid or of any payment of up to $250 in Option Flex Credits and
the balance in the original method of payment (excluding Option Flex
and tourist card fees).
• Cancellation requested 45 to 22 days prior to departure: 50% of the total
package price in Option Flex Credits and the balance in the original method
of payment (excluding Option Flex and tourist card fees).
• Cancellation requested 21 days to 3 hours prior to departure: 100% of the
total price in Option Flex Credits (excluding Option Flex and tourist card fees).
How long after the cancellation must clients wait before booking
another package?
Clients must wait 15 days before a new booking can be made.
If clients cancel a booking, until when can they use their Option Flex Credits
to travel?
The amount of the cancelled package will be credited to the client’s file.
The credit must be used for travel at the latest 12 months after the initial
departure date, and is neither transferable nor refundable.
Can clients repurchase Option Flex on the new package booked with Option
Flex Credits?
Yes, Option Flex can be repurchased on Transat Holidays, Nolitours and
Vacances TMR South ITC packages, and must be added at the time the
new package is booked.
If the new package price is lower than the credit, what happens
to the difference?
Any leftover credit will remain on the original Option Flex Future Travel Credit file,
and can be used towards Transat Holidays, Nolitours or Vacances TMR products
until the expiry date.
Can clients use their travel credit on any product?
Yes, Option Flex credits can be used for any Transat Holidays, Nolitours or
Vacances TMR product, including Europe, Florida, cruises, ABC flights, Club Class,
excursions (available for purchase prior to departure) and Option Flex.
Is commission affected by cancellations?
Commission is protected on the cancelled amounts and will be increased if the
new package price is higher. The revised commission will be applied to the price
difference between the initial package and the new booking.
Do travel agents earn a second commission for the new booking that replaces
the cancellation?
No, since commission was earned on the initial booking.
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Other questions
Can travel agents purchase Option Flex directly or must they call
the Customer Care Centre?
Option Flex must be booked in the system, the same way as for an excursion.
What is the procedure for cancelling or making changes?
All change or cancellation requests must be sent to the client’s travel agent.
The agent must request the change or cancellation through the Transat Holidays,
Nolitours or Vacances TMR Customer Care Centre at 1 800 587-2672.
If the travel agent is not available to make a date change (up to 3 hours
prior to departure), the client can contact Transat directly at 1 877-TRANSAT.
Can clients use Option Flex as a Price Drop Guarantee?
No. As mentioned previously, clients are not refunded if the package price
is lower.
Can clients book through another agency after the cancellation?
No. After cancelling, the Option Flex Credit remains on the client’s file.
Since that file can only be modified by the travel agent who created it,
clients cannot book through another agency.
Once clients are ready to rebook, must travel agents book directly in the
system (Sirev) or contact the Customer Care Centre to access the file?
The travel agent must contact the Customer Care Centre in order to use
the credits on file and make the new booking.
Is Option Flex sold at the same price for children?
Yes.
Is Option Flex applicable when there is a major flight delay?
Clients can use Option Flex to change their travel dates up to 3 hours before their
scheduled departure. If they find out their flight will suffer a major delay prior to
the 3 hours, they can cancel their trip. However, they cannot do so after the
3-hour deadline. In the case of a flight schedule change, which is normally
announced more than 3 hours before departure, Option Flex can be used.
Does Option Flex apply to vacations that are longer than 2 weeks?
Yes.
How will travel agents be notified when their clients have contacted
the call centre to cancel their trip (3 hours prior to departure)?
A Transat Customer Care Centre agent will inform the travel agent.
Is Option Flex taxable?
No.
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