Refund Policy

Service level guarantees for the following solutions:

AC General Cargo (Priority1 service), AC Absolute° (Priority1 service), AC Pharmacair (Priority1 service), AC DGR (Priority1 service), AC Fresh (Priority1 service):

Within Canada and between Canada and the U.S.:
In the event that your shipment does not travel on the originally booked flight, or is not available for retrieval within the committed time, all weight and valuation charges will be reduced to the AC General Cargo (Standard service level)*

International:
In the event that your shipment does not travel on the originally booked flight, or is not available for retrieval within the committed time, you will be refunded 25% of all weight and valuation charges*.

* For contract customers, please review your contract conditions.

Exceptions:

For AC Expedair

In the event that your shipment does not travel on the originally booked flight or is not available for retrieval as per the committed time, weight and valuation charges for each piece will be reduced to the AC General Cargo (Priority1 service level).

AC Post

Please contact your local Air Canada Cargo sales representative.

No refund is applicable on the following services and solutions for failure to forward on the booked flight:

  • AC General Cargo (Standard service)
  • AC Pharmacair (Standard service)
  • AC DGR (Standard service)
  • AC Fresh (Standard service)
  • AC Compassion
  • AC Live
  • AC Secure

Please contact your local Air Canada Cargo sales representative.

Guarantee

The guarantee will not be applicable if the failure to transport a shipment on a specific flight or road feeder service is caused by weather conditions, air traffic control, Acts of God, peril of the air, public enemies, quarantine, riots, strikes, civil commotion, etc., and as defined in Rule 170 of the Canadian Cargo International Rules and Rates and as defined in Rule G32 of the Airline Tariff Publishing Co.

Claims will be considered upon receipt of a written claim from the shipper or the consignee.