Travel Info

Travel Info

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Montreal, QC to Cayo Largo, Cuba
February 3 to February 10, 2008 for in 1 room

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  • 2 children
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Frequently asked questions

 These are the most frequently asked questions about Air Canada Vacations’ products and services. 

Online credit card

Air Canada rouge

Online booking

Change or cancel a booking

Tickets & Travel documents

Aeroplan®

Air Canada Vacations Gift Certificates

Baggage allowance

Browser requirements

Cruises

During Your Trip

Group travel made easy

Multi-city itineraries

Seat selection

Shopping Cart

Transfers

Travel insurance

Travelling to, from, via or over the U.S.?

Online credit card

Is it safe to use my credit card online?

Yes. The security of your credit card transaction on aircanadavacations.com is protected by SSL encryption technology and private network security protocols. SSL technology scrambles your credit card information BEFORE it even gets to the net.

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Does your website use cookies?

Yes, in order to provide you with a better user experience.

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How confidential is my personal information?
Air Canada Vacations' Privacy Policy ensures that your personal information is not shared with third parties. For more information, please consult Security & Privacy.

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Can I pay for my vacation using two separate credit cards?
Yes, you can pay with up to four credit cards when making a booking online or over the phone.

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Air Canada rouge

What is Air Canada rouge?
Air Canada rouge is Canada’s affordable new leisure airline. In partnership with Air Canada Vacations, it will offer stylishly affordable travel to thirteen exciting leisure destinations in Europe and the Caribbean.

Know before you go!

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How can I book Air Canada rouge?
Air Canada Vacations offers convenient online booking tools to help you book your vacation. Just search for the Air Canada rouge destination of your choice, and proceed to booking your vacation package or flight. Adding a connector? Don’t worry, both Air Canada flights and Air Canada rouge flights will be shown clearly on the package details page.

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Will I still be able to book a connector via Air Canada?
Yes, Air Canada rouge offers convenient seamless connections across Air Canada’s network via its Toronto and Montreal hubs

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Will I still be able to earn Aeroplan Miles with Air Canada rouge?
Yes, Air Canada rouge offers Aeroplan Mile accumulation with every flight and redemption of Aeroplan Miles for travel. Visit www.aeroplan.com for details.

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If I am a Elite or Super Elite member with Air Canada, will that status be recognized with Air Canada rouge?
Yes, your standard benefits will apply.

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Online booking

How will I get my tickets?
Air Canada Vacations uses electronic ticketing. Upon receipt of full payment and all applicable fees, electronic tickets will be issued to the e-mail address provided at the time of booking.

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Can I make last-minute bookings?
Yes, you can make bookings up to the day before departure. You will receive all necessary travel documents within an hour of booking. 

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How do I know if my reservation is confirmed?
Your confirmation number will appear on the final screen once you've completed the online booking process. The same number will also be sent to you as part of a confirmation e-mail. To see your online bookings, you can also click “My bookings” on the Travel info page.

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If I don't receive a confirmation e-mail after I make a reservation, what should I do?

If you don’t receive a confirmation e-mail, call toll-free in Canada 1 866 529-2079 for assistance.

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Change or cancel a booking

If I need to change or cancel my reservation, what do I do?
If you wish to modify your booking, please call toll-free in Canada 1 866 529-2079. Please refer to Air Canada Vacations under Standard Cancellation Policy outlined in the Terms & Conditions.

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Can I add passengers to my booking after it is confirmed?
Yes, for assistance, call toll-free in Canada 1 866 529-2079

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Tickets & Travel documents

What travel documents do I need for my trip?
Entry requirements for Canadian citizens are outlined in the destination facts on the main page of each destination. Other travellers should contact the consulate or embassy of their destination of choice and/or for more information, visit voyage.gc.ca.

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How and when will I receive my tickets?
Upon receipt of full payment and all applicable fees, electronic tickets will be issued between 30 and 14 days prior to departure. Download and print all the attachments. Present your printed e-ticket(s) at the airport and/or printed voucher(s) at your destination.

For reservations made 7 days or LESS prior to departure, e-tickets will be made available within 24 to 48 hours.

For reservations made on the day before departure, your travel documents will be issued within an hour of booking.

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If there's an issue with my ticket, what should I do?
Call toll-free in Canada 1 866 529-2079 for assistance.

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If I don't receive a confirmation e-mail after I make a reservation, what should I do
If you don’t receive a confirmation e-mail, call toll-free in Canada 1 866 529-2079 for assistance.

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Aeroplan®

What is Aeroplan®?
Air Canada's frequent flyer program, Aeroplan® is Canada's most popular loyalty program. Over 6 million members earn Miles on flights and hotels that are redeemable toward reward travel to destinations served by Air Canada, Jazz and Star Alliance. Aeroplan® Miles are awarded with every Air Canada Vacations purchase. For more information or assistance, visit Aeroplan.com.

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Can I earn Aeroplan® Miles with my Air Canada Vacations purchases?
Yes. With the purchase of flight-inclusive packages, travellers earn Aeroplan Miles on Air Canada flights based on actual distance flown. What's more, in most cases, Miles accumulated are also Air Canada Status Miles which qualify for Air Canada Top-Tier Status. For more information, visit our Aeroplan page.

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How do I join Aeroplan®?
Becoming an Aeroplan member is easy and free! Simply complete the Aeroplan Enrolment Form at aeroplan.com to receive your Aeroplan membership number and start earning Miles for purchases you make with Air Canada Vacations and many other partners.

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How can I redeem my Aeroplan® Miles for my purchases with Air Canada Vacations?
Aeroplan Miles are redeemable on travel to over 800 destinations in 152 countries worldwide, as well as car rentals, hotel stays, gift cards, brand name merchandise and much more. More details


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Air Canada Vacations Gift Certificates

Can it be used towards an Air Canada flight ?
This gift certificate must be used/redeemed towards an Air Canada Vacations product. It cannot be redeemed directly with Air Canada towards flight only. Please visit us at www.aircanadavacations.com for all of our products.

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Where can I use this gift certificate?
Gifts certificates can be redeemed through a travel agent or through our call centre.

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What if I don't spend the total amount in one booking?
If you only use a portion of the certificate, the balance (minimum of $100.00) can be used towards a future booking with Air Canada Vacations.

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Can I really use it on any product?
The certificate can apply towards any of our products at full or sale price, except for car rentals.

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How long before I get the gift certificate?
They are issued at our head office and the process can take 2-4 business days once payment has been received; they are then couriered to your home or business address.

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What are the amounts available?
Our certificates come in any denomination.

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Is there an expiration date?
Our certificates have no expiry date.




Please note our gift certificates are 100% non-refundable

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Baggage allowance

Baggage allowance
For baggage information, please refer to aircanada.com.

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Baggage allowance
For baggage information, please refer to aircanada.com.

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Travelling with oversized baggage?
Contact Air Canada Vacations prior to departure if you are planning on travelling with oversized baggage (including sports equipement like bicycles, sufboards, golf bags etc.) Oversized baggage fees charged by the airline company during check-in do not include any ground transportation fees at destination. Additional fees may apply at destination.

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Travelling with oversized baggage?
Contact Air Canada Vacations prior to departure if you are planning on travelling with oversized baggage (including sports equipment like bicycles, surfboards, golf bags etc.) Oversized baggage fees charged by the airline company during check-in do not include any ground transportation fees at destination. Additional fees may apply at destination.

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Browser requirements

Which browsers are currently supported?

We are committed to ensuring that aircanadavacations.com works with the preferred technologies of the vast majority of our customers. In order to meet this goal, we track which browsers our customers use, and how these change over time. Please be sure your Internet browser is current as many older versions of these browsers do not support the latest Internet technology and may make certain features unavailable.

Supported Browsers:

Microsoft Internet Explorer 7.0 and 8.0 (PC)
Firefox 3.0 or 3.5 (PC or Mac)

Some of the site's functionalities don't work. What are some possible causes?

Browsers: Using older browsers, non-compatible browsers or disabling browser features, such as Javascript, cookies and SSL, may reduce site functionality.

Firewalls: If you are accessing aircanadavacations.com through a firewall or proxy, check with your Network Administrator to determine if cookies are permitted.

If you're still experiencing trouble navigating the site, contact us. We'll be happy to help.
 

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Cruises

Can I make a last-minute booking?
Yes, you can make bookings up to the day before departure.

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When are final payments due?
Full payment must be made at time of booking.

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Can I add a flight to my booking?
Definitely. One of our reservation agents will be happy to help you add a flight. Call us toll-free 1 866 529-2079 for assistance.

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How do I find out about prices for flights?
You can shop for a flight online or our reservation agents will be happy to help you with that information. Call us toll-free 1 866 529-2079 for assistance.

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Can I choose my seat on the plane?
Of course. One of our reservation agents will be happy to help you. Call us toll-free 1 866 529-2079 for assistance or email us at cruise@vacv.com. A fee may apply.

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Is there a meal onboard the flight?
Onboard snacks are available on most flights. Availability of hot meals depends on the destination of your flight. Please refer to Air Canada for more information.

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Are transfers included when I purchase a flight with a cruise?
Transfers are not included. Transportation from the airport to your hotel or port can often be arranged at an additional cost. Ask one of our reservation agents when you book your flight, 1 866 529-2079.

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How can I find my cruise confirmation number?
You will find your cruise confirmation number on your invoice.

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How do I know if my reservation is confirmed?
Once you receive your invoice, your  reservation is confirmed.

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How can I be sure my file is crossed-referenced with the other party I'm travelling with?
You will see details of this on your invoice and on the cruise line Passenger Immigration form on the cruise line website.

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When will I receive my travel documents?
Electronic tickets will be issued 45 days prior to departure. More information is available here.

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I noticed an issue with my booking. What should I do?
Call us toll-free in Canada 1 866 529-2079 for assistance.

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What if I need to make a change to my booking?
If you wish to modify your booking, please call us toll-free 1 866 529-2079. Please refer to Air Canada Vacations under Standard Cancellation Policy outlined in the Terms & Conditions. Penalties and change fees may apply.

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Can I accumulate Aeroplan Miles on a cruise-only booking?
Aeroplan are earned only on the air portion. Sometimes bonus Aeroplan Miles are available as part of a specific promotion.

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I am an Aeroplan member. How do I earn and redeem?
It's easy to earn and redeem Aeroplan Miles with Air Canada Vacations.

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During Your Trip

How do I book tours or activities?
Please consult the Air Canada Vacations binder or bulletin board located in the lobby of your resort for a listing of all activities and tours available to you at your destination as well as a schedule of when and where you can meet with your Air Canada Vacations destination representative who will be pleased to assist you.

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If I need assistance during my trip, what should I do?

For assistance during your trip, you can either consult your Air Canada Vacations destination representative or call Customer Care: from most destinations call toll-free + 800 296-3408; from Costa Rica dial 0 800 015-0382; from Mexico call 001 800 514-3408; from Cuba, Grand Cayman and St. Lucia, please contact your Air Canada Vacations destination representative. To find out how to contact your Air Canada Vacations destination representative as well as where and when they will be at your resort, please consult the Air Canada Vacations binder or bulletin board located in the lobby of your resort.

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If I am not satisfied with an aspect of my vacation, what can I do?
Any incidents that cause you distress, including injuries, service cancellation or problems, must be reported to Customer Care immediately following the event. All claims after your travel must be addressed to Customer Relations in writing.

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Group travel made easy

How do I start to plan a group travel experience?
Planning can be a lot of fun. Where you go and what you do depends entirely on you. The easiest way to start is to contact one of our group travel experts or your travel agent to explore your options. If you already have a good idea of what you’re looking for, try our group quote request form at aircanadavacations.com.

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Can you help me organize my wedding?
We’ll be happy to help you organize the flights and accommodations for your group to celebrate your special day. And we’ll put you in contact with the resort’s wedding coordinator, the best person to help you with the details of the ceremony.

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What is the minimum number of people to make a group? Is there a maximum?
The minimum number of people you need to take advantage of all the benefits of group travel is only 10 (including children). As for a maximum, the sky’s the limit. Some of the employee recognition programs and conventions we’ve helped organize have had 300 guests or more.

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Can we use separate credit cards to pay for the booking?
Absolutely. Whether one person is paying for everybody or if each room is paying for themselves, we try hard to be as accommodating as possible. While you’re completing your group booking, we’ll send you a room assignment form with all your passenger and hotel details. You can simply provide payment information on that form and send it back to us.

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Can my group leave from different cities?
Of course. Air Canada Vacations offers an extensive selection of non-stop flights from Canadian cities to destinations around the world, and your group can leave from any of them - whatever is the most convenient for you.

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Can we all take the same flight?
Yes. We have very affordable connecting flights from more than 65 cities across Canada and you can all connect to an airport and fly to your destination together.

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Can we all sit together on the plane?
For groups, seat selection is available for only $10 per person, round-trip; however, we can’t guarantee that your whole group will be sitting together.

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Is transportation to the hotel included?
Yes. For all of our destinations throughout Mexico and the Caribbean, transportation from the airport to your resort is included. Just look for the Air Canada Vacations representative in a red shirt and they’ll help you. For all our other destinations, transportation can be arranged.

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Can we all travel together to the hotel?
That depends. If you’re all on the same flight, you’ll be able to share the same transportation. Reserving private transportation is possible and can be organized when you make your booking.

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Can we have rooms that are close together?
Our hotel partners do their best to find rooms that are close together, but room availability is beyond our control.

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Can I book excursions and activities for the group before we leave?
Certainly. Our destination representatives throughout Mexico and the Caribbean will be glad to help you organize fun activities for everyone. For all our other destinations, group excursions and activities can be arranged.

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Multi-city itineraries

What is a multi-city itinerary?
A multi-city itinerary allows you to fly to one city, and fly back from another city. This allows you for instance, to fly to Paris from Montreal, and fly back to Montreal from London. You must always return to the same city of origin.

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How do I book a multi-city itinerary?
To start booking a multi-city itinerary, click on the "Flights" of our vacation search tool. Make sure you check "Multi-Cities" and enter all pertinent data about your multi-city itinerary. When you are finished, click submit. On the result page, you will be able to add the flight you want to your cart. If you need to add a hotel in both cities, an activity or a car rental to your booking, you will get the opportunity to do so once you are in the shopping cart. When you have added all the components you need, click the "Checkout" button and follow the simple steps to complete your booking with Air Canada Vacations.

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Can I combine any cities from the list of destinations?
When shopping, the website will tell you if a flight combination is possible or not.

We offer multi-cities itineraries to and from most European cities.
We offer multi-cities itineraries to and from most cities in the United States.
Combinations between most Sun and European destination are not possible.
Combinations between Sun destinations are not possible.
Combinations between cities in Asia are not possible.
Combinations between cities in the South Pacific are not possible.

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Can I book flights within Europe and the Unites States?
Air Canada Vacations does not offer flights between cities in Europe or between cities in the United States. Car rentals and rail travel (Europe only) are available. For rail travel, please contact us.

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Can I book an all-inclusive package?
You cannot book an all-inclusive package using a multi-city itinerary. However, you can combine flights and hotels by using our Shopping Cart.

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Seat selection

How do I select my seat in advance?

Call us to reserve your seat in advance after completing your booking. Make sure to have your confirmation number handy.

- Advance seat selection is available at a cost of $20 each way.
- Seat selection is FREE for passengers departing for the USA, Europe, South America, South Pacific and Asia.
- FREE advance seat selection is available to all passengers travelling in Business Class® service.

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Shopping Cart

What is the Shopping Cart?
With our Shopping Cart, you can buy multiple products for multiple travellers all under the same booking. While making a booking, the "Travellers" screen requires that you provide all information for travellers and then assign each to the products and services you have booked.

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What is traveller info?
Traveller information includes the names of all people who are travelling. The type of traveller (adult, child, senior, etc.) must be specified.

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When do I use the "Add a traveller" option in this section?
The site is designed to provide enough spaces for you to enter the names of all the travellers. By default the system provides the same number of spaces as people on your booking. If you need more travellers, click on "Add a traveller" and provide the information.

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How do I change somebody's name?
If you haven't completed the booking, you can simply go back to the traveller info box and change the name. If you have completed the booking, please contact us.

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What is assigning travellers?
Assigning a traveller means choosing who will be using the products or services you have booked. For example, who will be taking the flight, who will be staying at the hotel, or who will partake in the activity.

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How do I assign travellers to a product or service?
The names of the travellers (as you entered them under traveller info) will appear in the dropdown menus under each product or service you have booked. Simply choose the names of the appropriate people. Notice the type of traveller. Each drop down menu will only contain one type of traveller (adult, child, senior, etc.)

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Can I change the number of people using the products and services I have booked?
From the "Travellers" screen, you cannot change the number of people booked on each product of service.
To change the number of people using a product or service you must return to your Shopping Cart (icon in top right corner of the screen). Once in your Shopping Cart you will be able to modify the number of people.
Please note: You may have to remove an item and rebook it to change the number of people.

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Can I assign multiple drivers to a car rental?
For car rentals, only 1 traveller (adult) can be assigned.

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Transfers

What are transfers?
Transportation between the airport and your hotel once at destination. Air Canada Vacations offers different types of transfers based on your destination, needs & budget.

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Will I receive a voucher for the transfer?
All information pertaining to your transfers will be contained in the travel documentation you will receive after completing your booking.

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If transfers are not included, how do I add them to my booking?
During your booking, once in the shopping cart, our system will show you if transfers are included or not for your package. If they are not, you will get the option to search and select from a list of options.

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Are transfers available for all destinations covered by Air Canada Vacations?

Transfers are already included for most of our destinations in the Caribbean & Mexico and in Las Vegas (operated by Bell Trans). Transfer options are available for destinations in Asia, Europe, South America, the South Pacific and the USA.

More details about transfers in Las Vegas:
After picking up your luggage at the airport, head for the Bell Trans desk located to the left of the baggage claim near door 52 to pick up your voucher for the transfer.

You will be directed to your shuttle. For your return, you will find instructions at your hotel.

Yes, you can upgrade to a private transfer directly at the Bell Trans kiosk.

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Are transfers available for all of Air Canada Vacations' product lines?
You can add a transfer when you book a package. You can also add a transfer to your Flight-only or Hotel-only booking. You cannot add a transfer to Car-only & Activity-only bookings.

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Can I remove a transfer if it's already included in my package?
No, transfers that are included in your package (such as for most of our destinations in the Caribbean & Mexico) cannot be removed.

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Is there a maximum number of passengers per booking for transfers?
No, once a transfer is attached to a booking it is available for all the travellers on that booking.

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If there is a problem with my transfer, who should I contact for assistance?
Please refer to your travel documentation. All transfer information, included contact information, will be contained on the voucher for your transfer.

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What information do I need to give out to benefit from my transfer when I book Flight-only?
You will need to give us the name of your hotel. Please note that Air Canada Vacations only offers transfers to hotels we offer.

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What information do I need to give out to benefit from the transfers when I book Hotel-only?
You will need to give us your flight number so that we can schedule a pick-up.

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At what time does the airport pick-up time take place?
The airport pick-up time is based on your flight's arrival time.

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At what time does the hotel pick-up time take place?
Your hotel pick-up time is based on your flight's departure time.

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Baggage allowance
For baggage information, please refer to aircanada.com.

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Travelling with oversized baggage?
Contact Air Canada Vacations prior to departure if you are planning on travelling with oversized baggage (including sports equipement like bicycles, sufboards, golf bags etc.) Oversized baggage fees charged by the airline company during check-in do not include any ground transportation fees at destination. Additional fees may apply at destination.

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Travel insurance

Do I need to purchase travel insurance? How and when can I purchase insurance?

As of May 1, 2010, all travellers are responsible for having emergency medical insurance when travelling to Cuba. The insurance must be purchased from the country of departure and travellers may be required to present a policy valid for the duration of their stay in Cuba. A valid Canadian provincial health insurance card may be sufficient; however, it is strongly recommended that travellers review their out of country emergency medical coverage included with their provincial health insurance, or employee plans.

Should you require emergency medical coverage, Air Canada Vacations offers emergency travel medical insurance with RBC Insurance, a recognized Canadian travel insurance company in Cuba. Travel insurance can only be booked at time of booking and prior to your departure. Visit our Travel insurance page

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Travelling to, from, via or over the U.S.?

Travelling to, from, via or over the U.S.?

As required under the U.S. Transportation Security Administration (TSA)'s Secure Flight Program, Air Canada, along with other airlines, will be collecting and sending to the TSA the following additional information when you book a flight to, from, via or over the United States:
• Full name as it appears on the passport (mandatory)
• Date of birth (mandatory)
• Gender (mandatory)
• Redress Number (optional)

When you book your flight through Air Canada Vacations Reservations or via our website, the information will be collected at time of booking.

Travel to the U.S. from Visa Waiver Program countries
Effective March 15, 2010, citizens from countries participating in the US Visa Waiver Program who wish to travel by air to the United States must obtain prior approval through the Electronic System for Travel Authorization (ESTA) Details

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Why choose Air Canada Vacations?

  • The service and reliability of Air Canada and Air Canada rouge
  • Convenient connectors from 65 Canadian cities
  • Over 200 destinations worldwide.
  • In-flight seat-back entertainment from gate to gate on most flights
  • Mobile app, web and mobile check-in
  • Access to your personal Vacation Planner website
  • Earn & Redeem Aeroplan® Miles
  • Enjoy exclusive added values for Aeroplan Members in Asia, South America and the South Pacific
  • Flexible stays of 3, 4, 7 or 10 night
  • Upgrade to Business Class® service or rouge Plus and Premium rouge for more legroom and in-flight amenities
  • Special extras from Privileges, our added-value program, in Mexico & the Caribbean
  • A wide selection of hotels, coach tours, cruises, rail passes, day tours, car rentals and more
  • Carefree cruising with our Flight Guarantee & Best Price Guarantee
  • 15 industry leading cruise line partners, hundreds of itineraries around the world
  • Dedicated travel experts for groups of 10 or more
  • Receive our deals, offers and more!