Exclusive
Option Flex
Life doesn’t always go exactly according to plan. When your clients book their
dream vacation, you want to make sure they enjoy the ultimate level of flexibility
should something unexpected happen. Option Flex gives them just that.
Option Flex lets your clients
change their departure date, destination
and
or hotel, up to 3 hrs before departure
■
■ transfer their vacation package to a
friend or family member, up to 7 days
before departure
■ cancel their trip and get a full refund*
they won’t be charged
any additional fuel or
currency surcharges
once they’ve booked.
Only
49l $
at time of
booking
For details, refer to the Q&A section on the following pages.
Price is per person. Option Flex must be purchased on the day of booking and is non-refundable. Applicable to packages described in the
2013-2014 Sun Collection brochures only and is not available for group bookings, Florida, cruises, flights, à la carte accommodation or Sandals,
Grand Pineapple and Beaches Resorts packages. Some types of changes are subject to availability. Any change or cancellation request must
be made directly to the customer’s travel agent. If unavailable, the customer may contact Transat at 1-866-322-6649, Monday to Friday from
9 am to 11 pm (EST) and Saturday and Sunday from 9 am to 9 pm (EST). *A full refund of the customer’s package in the original mode of payment
and/or Option Flex Credits will be provided in accordance with the terms of the Transat Holidays Sun Collection 2013-2014 and Nolitours Sun
2013-2014 brochures.
questions & answers
What is Option Flex?
Available at a cost of $49 per person at the time of booking, Option Flex
allows travellers to change their departure date, destination or hotel up to
3 hours before departure, or to transfer their vacation package to a family
member or friend up to 7 days before departure. It also gives travellers the
opportunity to cancel their trip and obtain a full refund. Option Flex offers
flexibility and peace of mind, two key elements for a successful vacation.
What products does Option Flex apply to?
It is applicable to all Transat Holidays and Nolitours South ITC packages.
It is available year-round.
It does not apply to Sandals, Grand Pineapple or Beaches Resorts packages,
group bookings, cruises, ABC flights, FIT products and Florida packages.
Can Option Flex be purchased after a package has been booked?
No. In order to benefit from the Option Flex program, it must be purchased
and paid for at the time of booking and is non-refundable. It can only be
added to a confirmed file at the time of payment.
Do travel agents receive a commission for the sale of Option Flex?
Yes, they receive a 15% commission.
Changes to the booking
How long before departure can the various changes still 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.
Should the package price be higher or lower after the change, will the client have
to pay the difference or receive a refund?
If the price for the new travel date is higher, the client must pay the difference
between the price initially paid and the new price of the day. 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 will be paid on the initial booking; therefore, commission 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 purchase Option Flex on the rebooked package?
No. Option Flex can only be purchased at the time of the original booking.
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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.
Will the client receive a refund?
Yes. The refund method depends on the number of days between the cancellation
and the departure date:
- 46 days or more prior to departure: the amount of the deposit paid or of
any payment made up to $250 in Option Flex credits and the balance in the
original method of payment (excluding the Option Flex and tourist card fees).
- 45 to 22 days prior to departure: 50% of the total price of the package in
Option Flex credits and the balance in the original method of payment
(excluding the Option Flex and tourist card fees).
- 21 days to 3 hours prior to departure: 100% of the total price in Option
Flex credits (excluding the Option Flex and tourist card fees).
If clients cancel a booking, until when can they use their Option Flex credit
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 non-transferable nor refundable.
How long after the cancellation must a client wait before booking another
package?
There is a 15-day waiting period before a new booking can be made.
Can clients purchase Option Flex on the new package booked with Option Flex
credits?
Yes, Option Flex can be purchased on the new booking.
Is the agent’s commission affected by the cancellation?
The commission is protected on the original booking.
Do travel agents receive a second commission for the new booking that replaces
the cancellation?
No, since they received the commission for the first cancelled booking.
Other questions
Can travel agents purchase Option Flex directly or must they call the Customer
Care Centre to add it to the file?
Option Flex must be booked in the system, the same way as an excursion.
What procedure must be followed to request a change or cancellation?
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 or Nolitours Customer Care Centre at 1-800-587-2672.
If the travel agent is not available to make the date change (up to 3 hours
prior to departure), the client can contact Transat directly at 1-866-322-6649,
Monday to Friday, 9 am to 11 pm (EST) and Saturday & Sunday, 9 am to 9 pm
(EST) to request the change.
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Can the client use Option Flex as a Best Price Guarantee?
No. As previously mentioned, the client doesn’t receive a refund if the package
price is lower.
Can the client make the booking at another agency after the cancellation?
No. After the cancellation, the Option Flex credit is placed in the client’s file.
Since that file can only be modified by the travel agent who created it, the
client cannot book through another agency.
Once the client is ready to rebook, must the travel agent make the reservation
directly in the system (Sirev) or contact the Customer Care Centre to access the
file?
The travel agent has to contact the Customer Care Centre in order to use the
credits in the 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 3 hours prior to the departure, Option Flex can be used.
Does Option Flex apply to packages that are longer than 2 weeks?
Yes.
Since Transat Holidays and Nolitours’ Sun promotions allow travel dates to be
changed up to 3 hours prior to departure, is it worthwhile to purchase Option Flex
if you book by Sept. 30?
Yes. The Sun promotions let you change the date, but they don’t
let you transfer the package to someone else or cancel it. Option Flex provides
you with flexibility even during the promotion.
How will their travel agents find out when 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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