Air Canada has implemented a new policy where customers booking flights over the phone will now incur a $30 fee per passenger. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that charge non-refundable phone booking fees. In contrast, carriers such as Delta Air Lines and Southwest Airlines still offer phone bookings without additional charges.
For a family of four opting for traditional phone booking with Air Canada, this policy will result in an extra cost of $120. The airline’s decision aims to encourage customers to use their website or app, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, a flight deal website, commented that the new fee is costly but justified considering the expenses involved in hiring, training, and maintaining phone customer service representatives. He also pointed out that older individuals, who may prefer phone bookings, could be disproportionately affected by this change.
The move by Air Canada reflects a broader trend in the airline industry known as “unbundling,” where airlines charge separately for services that were previously included in standard ticket prices. Passengers now commonly pay extra for services like checked bags, seat selection, priority boarding, and in-flight snacks. Airlines argue that unbundling provides transparency to customers, allowing them to pay only for the services they use.
Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. Additionally, the company assured that the fee would not apply in cases of trip disruptions such as delays or cancellations, maintaining the existing support for affected travelers.