Air Canada introduces new refund policy for COVID-affected flights

Zurich, Switzerland - May 10, 2020: Two Air Canada airplanes at Zurich Airport during the corona crisis.

Air Canada is now offering refunds on all fares for flights affected by COVID-19 since February last year.

Eligible customers who purchased a non-refundable ticket for travel with the airline on or after 1 February 2020 but did not fly can now obtain a refund 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 13 April 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, said the airline is committed to processing these refunds “as fast as possible”.

The airline confirmed it will not recall agency sales commissions on refunded tickets that they process.

In addition, Air Canada has revised its booking policies for all future travel.

For new tickets purchased on or after 13 April 2021, the airline will provide customers with the option of a refund to the original form of payment in instances where it 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 a travel voucher or Aeroplan points with a 65 per cent bonus.

For customers who make voluntary changes, normal fare rules will apply.

Air Canada has also extended its existing goodwill policy so customers can make a one-time change without a fee for all new or existing bookings made through to 31 May 2021 for original travel until 31 May 2022.

Since March 2020, the airline has refunded more than C$1.2 billion ($1.23 billion) to customers holding refundable tickets.

Featured image source: iStock/Fabian Gysel

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