Air Canada has implemented a new $30 per passenger fee for any flight reservations made via telephone. The non-refundable charge, which went into effect on Oct. 15, is designed to encourage travelers to use the airline's website or mobile app instead of calling a live agent.

How does the fee work?

The surcharge is applied to every individual ticket booked through the call center. For a group of four travelers, this results in an additional $120 cost for the total booking. This move aligns Air Canada with several other carriers, such as WestJet and United Airlines, that already charge for telephone service.

However, some competitors maintain different policies:

  • Delta Air Lines offers telephone bookings without a surcharge.
  • Southwest Airlines also allows phone reservations for free.

Who is exempt from the charge?

Air Canada stated that the fee is waived for any tasks that cannot be handled through digital platforms. Specific exemptions include:

  • Passengers requiring specialized accessibility support, such as wheelchair assistance.
  • Travelers calling to manage existing reservations impacted by delays or cancellations.
  • Customers seeking support for travel disruptions.

What does this mean for travelers?

The airline's goal is to reduce wait times and allow contact center staff to focus on complex issues. By using digital tools, the company hopes to manage the high costs associated with staffing and training employees.

Industry experts suggest the change could disproportionately affect certain demographics. Andrew D’Amours, co-founder of Flytrippers, noted that "older folks" might find the shift to digital platforms difficult, making the fee feel unfair to those who prefer traditional booking methods. This policy is part of a broader industry trend known as "unbundling," where airlines charge extra for services like seat selection or checked bags that were previously included in the base fare.

FAQ

Is the $30 fee refundable?

No, the airline has confirmed that the phone booking fee is non-refundable, even if the flight ticket itself is later canceled.

Can I call for free if my flight is delayed?

Yes, no booking fee will apply if you must make a new reservation due to a flight cancellation or other travel disruption.