(14 Apr 2021)
Air Canada has announced that eligible customers who
purchased a non-refundable ticket for travel on or after 1
February 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 COVID19 refund policy covers tickets
and Air Canada Vacations packages purchased on or after 1 February
2020 and before 13 April 2021
for flights cancelled either by the airline or by the customer for
any reason. Customers can request a refund to their original form
of payment via Air Canada’s website
until 12 June 2021.
Customers who booked through a travel agency must
contact their agent directly. In support of its travel agency
partners, Air Canada has also confirmed that it will not recall
agency sales commissions on refunded tickets that they process.
“Air Canada will be offering refunds to all
eligible customers whether they cancelled their ticket or if their
flight was cancelled by the airline,” said Lucie Guillemette, Executive Vice-President and Chief Commercial Officer
at Air Canada. “Customers can now submit refund requests online or
through their travel agent and we are committed to processing
refunds as fast as possible.”
The airline has also announced a new policy for
tickets purchased on or after 13 April
2021. For such tickets, 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.
Customers will continue to have the
option of accepting a fully transferrable Air Canada Travel
Voucher (ACTV) with no expiry date or converting the value of
their ticket to Aeroplan points with a 65% bonus.
have already accepted an ACTV 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 ACTV issued or in
cases where a partial refund was provided.
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 31 May 2021 for original travel until
31 May 2022.
“This new policy will provide
more certainty and flexibility, so customers can book their future
travel with greater confidence and we look forward to welcoming
you back on board,” added Guillemette.
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