Air Canada says eligible customers who purchased a non-refundable ticket for travel on or after February 1st 2020, but did not fly, can now obtain a refund from the carrier by submitting a request online or with their travel agent. The revised COVID-19 refund policy covers tickets and Air Canada Vacations packages purchased before April 13, 2021 for flights cancelled either by the airline or by the customer for any reason.
Lucie Guillemette, Executive Vice-President and Chief Commercial Officer at Air Canada says, “In addition, Air Canada has revised its booking policies for all future travel. Starting today, in cases where a customer’s flight is cancelled or rescheduled by more than three hours, we will now offer all customers the choice of receiving a refund, an Air Canada Travel Voucher, or the equivalent value in Aeroplan Points with a 65% bonus.”
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In addition, customers will continue to have the option of accepting a fully transferrable Air Canada Travel Voucher with no expiry date or converting the value of their ticket to Aeroplan points with a 65% bonus. Customers who have already accepted a travel voucher or Aeroplan points will have the option to exchange these for a refund to the original form of payment, including for the unused portion of any travel voucher issued or in cases where a partial refund was provided.
Customers who booked through a travel agency must contact their agent directly. In support of its travel agency partners, Air Canada confirmed today that it will not recall agency sales commissions on refunded tickets that they process.
For new tickets purchased on or after April 13, 2021, Air Canada will provide customers an option for a refund to the original form of payment in instances where Air Canada cancels their flight or reschedules the departure time by more than three hours, irrespective of the reason. Air Canada customers will also have the option of accepting an ACTV or Aeroplan points with a 65% bonus.
For customers who make voluntary changes, normal fare rules will apply. Air Canada has also extended its existing goodwill policy so that customers can make a one-time change without a fee for all new or existing bookings made through May 31, 2021 for original travel until May 31, 2022.