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Customer Service FAQ
This guide is designed to answer some commonly-asked questions about Air Canada’s services and offer some additional helpful information. We’ve provided answers which give you ‘just the facts’, some explanation ‘behind the facts’ and where appropriate, some helpful tips that go ‘beyond the facts’.
Just the facts:
One place you are guaranteed to find our lowest prices is aircanada.com, which you or your travel agent can use 24 hours a day from many countries around the world. An added benefit of aircanada.com is that you can change, cancel or upgrade bookings, as well as shop for hotels, cars and destination attractions from our Homepage. You can even confirm the actual status of your flight timings or check in up to 24 hours before departure via the Web! If you prefer, our friendly call centre agents are ready to assist at 1 (888) 247-2262 (within North America). Please note that, as with many highly-trained professionals, a service fee applies (CAD $25 or the local currency equivalent) per booking. International customers should consult our website for the number to call. Similarly, travel agents are another excellent source of personalized service. Be sure to ask what fare type you’ll be traveling on, and any important conditions on changes or cancellations. In North America, Air Canada has a very simple fare structure, but important differences exist between each fare type. Beyond the facts: If you’re part of a group of 10 or more, check out the related sections in Information & Services of this site on Convention or Group Travel.
Just the facts:
Airlines and airline passengers as an easy target for a multitude of taxes and government-imposed fees For example, on a typical ticket within Canada, you can expect to pay GST and PST/QST as well as a Navcan fee (a fee paid to NAV Canada to operate Canada's Air Navigation systems), an airport improvement fee (levied by various airports across the country to fund airport improvements), and a federal security charge (to fund security personnel and security equipment). All this adds a heavy tax burden to airlines and customers. While there is little we can do about all the taxes applied to airline travel, we are committed to being as transparent as possible about what these taxes are. You will find them listed on purchase and itinerary receipts or your travel agent should be able to explain them to you.
Just the facts:
Most of those great promotional or seat sale tickets are seldom refundable (that’s part of why they’re such great deals), and must be used on the ticketed date of travel. Certain tickets allow no changes/refunds at all. Other tickets may allow changes (other than a name change) with a fee. Fully unused non refundable tickets may be applied as a credit towards the purchase of one new ticket in the passenger's name. Travel must commence within 1 year of date of original issue. If the fare for the new journey is lower, any residual amount will be forfeited. Additional fare amount and change fees may apply. Behind the facts: The best time to decide about refundability is when buying your ticket. Ask about the conditions, and be sure to get the ticket that suits your needs at the outset. Beyond the facts: If you need help figuring out the refundability of a ticket, you can always bring it to the place where you bought it and ask. There are ticketing specialists at your travel agency or the Air Canada ticket counter who can probably shed light on the situation and explain your options.
Just the facts:
If you are buying a non-refundable ticket, please be advised that Air Canada cannot make any exception to the fare rules in the event that an unexpected medical emergency or other unforeseen circumstances may force you to cancel your trip or modify your travel plans. It therefore remains your responsibility to purchase cancellation insurance to guard against such risks. Behind the facts: A non-refundable ticket won’t help in the event that an unexpected medical emergency or other unforeseen circumstance forces you to cancel your trip or modify your travel plans. The best advice here is to be prepared and plan for the unexpected. Many travelers consider the purchase of cancellation insurance as a good investment against such risks. Some credit cards also cover trip cancellations; check with your bank or service provider. The time to make these decisions is when you purchase your ticket. RBC Travel Insurance is available through aircanada.com should you wish to protect your ticket’s value.
Just the facts:
With a little advance notice, we are happy to assist customers with special needs at each step of their journey including: checking-in, proceeding to the boarding area, boarding and deplaning, special meals (not available on Onboard Café flights), proceeding to the public arrivals areas and stowing and retrieving luggage and mobility aids. We can pre-select seats, have mobility aids (canes, wheelchairs and walkers) tagged as priority baggage and will provide individual safety briefings to visually or hearing-impaired customers.
Behind the facts: Special services are one way in which we try to serve all our customers according to their needs and preferences. It’s also one of the ways we differentiate ourselves from other airlines. Our only request is that you give us as much advance notice as you can (48 hours or more required) so that we can be ready to make your flight as smooth as possible. Please also give yourself extra time when arriving at the airport and checking in to allow us to better serve you.
Just the facts:
Apart from having infinite patience, there are some things which parents find useful when preparing for travel with babies and while traveling with babies. The “Travelling With an Infant or Child” page contains all the information you require. Beyond the facts: The wonder of flying is infectious to people of all ages, and to none moreso than to a young child. Make the flight as stress-free and entertaining as possible by arriving at the airport early, bringing your child’s favourite food and a small (quiet) toy or blanket. If your child hasn’t quite caught the wonder of travel yet, a small smile and acknowledgement to your grimacing neighbor usually goes a long way in breaking the ice.
Just the facts:
We offer children ages 8 to 11 travelling alone a special Unaccompanied Minor (UM) service. It is available on non-stop flights only. Our UM Service is highly personalized for your child. Accordingly, a fee of $100.00 CAD/USD applies each way per child. Our Unaccompanied Minors page provides you with all the detail you require. Beyond the facts: This service ensures that your child traveling alone is accompanied by our staff in airports and looked after on board by our in-flight crew. At the final destination, our airport staff will ask the person meeting your child for proof of identification in the form of a photo ID. It is imperative that UM Service be requested at the time of your reservation so we can get all the information we need and make preparations. It cannot be arranged on the day of departure at the airport.
Just the facts:
We offer bereavement fares on flights on our international routes, but not for:
Our page on Bereavement Fares offers all the information you’ll need. Beyond the facts:In order that we may offer bereavement fares with the confidence of knowing they are being used by the people for whom they are intended, you will be asked to submit appropriate documentation. While we apologize for this extra step, it is necessary to maintain the integrity of this important programme.
Just the facts:
Beyond the facts: Don’t wait until the last minute to check your travel documents. Do this well in advance of your travel dates in case some of the documentation requires preparation and lead time. One key thing to remember is that your name on your travel documents must perfectly match your name on your ticket. (That’s a legal requirement not an airline rule.) Out of concern for security and because of heavy government fines, we will refuse boarding to passengers who are deemed to be improperly documented.
Just the facts:
‘Code-sharing’ is an airline industry term which refers to a flight operated by two airlines. Under a code-sharing agreement, only one of the two airlines may actually operate the flight, but both will sell seats on the flight. Your Air Canada itinerary receipt or your travel agent will tell you if any portion of your trip is on a non-Air Canada airline. Behind the facts: Airlines (including Air Canada) codeshare because it’s a way to share resources and offer more frequent service. The effect of codesharing on our customers is minimal because we only codeshare with high-quality airline partners. However, we do believe it’s important for customers to know which airline they will actually be travelling on, and that’s why we will tell you at the time of ticket purchase if any part of your trip is actually on another airline. If in doubt, please don’t hesitate to ask.
Just the facts:
Yes, you can choose your seat before you travel. Just make sure to purchase a fare that includes complimentary advance seat selection or, if you’re buying our lowest price Tango fare in North America, you can buy Advance Seat Selection as an add-on. The best and simplest way to choose your seat is through aircanada.com. You’ll need to enter your booking reference number. Once you’ve done that and retrieved your booking, click on "Select Seat" and follow the steps to the seat map. Choose the seat you want. Change your mind? Just repeat the steps and choose another seat. If you are booking through an Air Canada reservations agent or travel agent, you can also take advantage of advance seat selection and specify the kind of seat you want (i.e. window or aisle). If you do not choose advance seat selection, then you can select the best seat available by checking on 24 hours in advance on aircanada.com or at check-in time at the airport. Beyond the facts: Remember that complimentary seat selection comes included with Tango Plus, Latitude and Executive Class fares. If you purchase a Tango fare, you can add advance seat selection for a nominal fee during the customization portion of booking your fare at aircanada.com.
Just the facts:
Yes, they are critical to the on-time departure and, more importantly, the on-time arrival of your flight. The best way to check in is by using our self service Web Check in at aircanada.com up to 24 hours in advance or our automated airport kiosks up to 12 hours in advance. You can even print your own baggage tag at our kiosks in Montreal and Vancouver. They’re easy to use and put you in control. All the information you require on check-in times can be found on the Check-in & Boarding Times page. Behind the facts: Customers sometimes question the need to arrive so early for check-in and boarding. The fact is there’s a lot that goes into making sure a flight leaves on time. For its part, Air Canada needs to have an aircraft and crew ready to leave at the scheduled departure time. When you respect the check in times, you’re giving us a tremendous advantage in terms of getting every checked bag on the plane and issuing all the boarding passes - without a last minute rush. That’s something we really appreciate. Early check-in also gives you the time you need to pass through the various security screening points enroute to your gate. These security processes and procedures are a fact of life in today’s airports and they often take time. In the case of flights to the United States, you may also need to go through U.S. immigration and customs formalities prior to boarding.
Just the facts:
Yes, we do. Behind the facts: Airline customers place a high value on refundable tickets (in case they can’t make their flight, don’t show up or decide to change travel plans). In these cases, overbooking is a means (certainly not perfect but, on the whole, pretty viable) which allows us to offer refundable tickets without losing a lot of money. In the rare circumstances (and it is rare) where customers can’t get on a flight due to overbooking, we offer compensation (in the form of a travel voucher or cash) and we make alternate arrangements to get you to your destination ASAP.
Just the facts:
It depends on the length of your flight.
Behind the facts: We try to match our on-board café to cater to both what customers might prefer and what we can reasonably serve over the length of the flight. That’s why we divide the flights into two main categories (i.e. less than two hours and more than two hours). There’s no point in loading up the aircraft with a large selection of food, if the flight is too short for us to serve everyone properly before the final descent and customers are forced to eat and drink in a big rush. On the other hand, if the flight is longer, we know customers will want more choices and a broader selection of food and snacks. We try to cater to both ends of the spectrum with our on board café menu. Beyond the facts: One of the perks of the Latitude fare is a free snack on our flights between 1½ and 2 hours, and a free sandwich and snack on our flights of more than 2 hours. Just show us your boarding pass and don’t reach for your wallet. When you book a North America Tango or Tango Plus fare at aircanada.com, you have the option of pre-purchasing Onboard Café items at a discount. This option is available during the customizing stage of your ticket purchase at aircanada.com.
Just the facts:
Our prime objective is to let you know as early as possible if there’s a schedule change or delay, so please take care to provide us with accurate contact information. We can’t contact you if we don’t have the right telephone or email information. The best way to stay on top of the latest arrival and departure information for your flight is to sign up to receive an automatic email or SMS text message on your cell phone. Real-time flight information is also available on aircanada.com through the Flight Status section, or by using the call centre automated flight status option. Customers hate to arrive at the airport only to find that their flight has been delayed… and we hate to tell them. However, if you have already arrived at the airport, we’ll do our best to let you know what’s going on at regular intervals and keep you updated about the status of your flight. In the case of last-minute cancellations, we’ll help you rebook on the next Air Canada flight with available seats, or cancel the ticket and refund you if you prefer.
Just the facts:
In the case of delays caused by Air Canada which are expected to last longer than 4 hours, we will offer a voucher for use at an airport restaurant or at our On Board Café. We will also communicate with you at regular intervals to provide an update on the flight status with the latest, most accurate information available. In the case of an unplanned overnight stay caused by Air Canada, we will provide out-of-town customers with meal vouchers, hotel accommodation and transportation to and from the airport. Behind the facts: This is, without a doubt, one of the worst airline experiences, and we do everything we can to avoid them. Nevertheless long delays do happen. We can’t control the weather, power outages, acts of God, wars, riots and other such circumstances, traffic congestion, airport construction or any security-related situations. In these cases, we won’t provide compensation, but we will do our best to get you on your way as quickly as possible. But when it’s our fault, we’ll take full responsibility for the situation. If the delay continues for a matter of hours, we will do our best to see that you get something to eat and drink. We will look after out-of-town customers who are trapped at the airport overnight and find them hotel accommodation.
Just the facts:
The checked baggage allowances are fully outlined on our Checked Baggage page. Please note that we cannot check your bag for delivery to another airline to carry it to your destination unless you can show a single ticket for travel on both Air Canada and the other airline.
Just the facts:
The best course of action is to check with an Air Canada baggage service agent in the arrivals area who will take immediate steps to find your bag and return it to you quickly. You’ll be asked to describe your baggage, and to provide detailed contact information. We’ll then give you a File Reference Number. (This number is required in all communications regarding your delayed baggage.) Our Delayed and/or Damaged Baggage page provides you all the information you require. Behind the facts: We appreciate the inconvenience a delayed bag can cause, and know that the many reasons for it – including possibly a late delivery from another airline, your late check in, or our failure to put it on the right flight – are not as important to you as being reunited with your bag is. Beyond the facts: One of the best ways to protect against misplaced bags is with an up-to-date, clearly visible baggage identification tag on the outside - and on the inside - of all baggage. (Many travelers forget to put identification in the inside of their bags.)
Just the facts:
The best thing to do is report the loss or damages to an Air Canada baggage service agent within 24 hours for domestic travel and 7 days for international travel. Our Delayed and/or Damaged Baggage page provides you all the information you require. Behind the facts: You should know that there are existing regulations and legislation which govern airline liability on domestic and international flights. The Warsaw Convention, for example, is an international convention which regulates liability for international carriage of persons, luggage or goods performed by aircraft. Air Canada, and indeed most international airlines, settles claims for lost or damaged baggage according to these regulations. You can check regulations which apply to Canada here [scroll down] and check the international rules for liability in the Warsaw/Montreal Convention. Beyond the facts: You may want to consider purchasing additional liability insurance if the standard liability limits don’t meet your needs. Air Canada has negotiated preferential rates with RBC Insurance. Things that shouldn’t be included in checked baggage: passport or other travel documents, medication, money, jewellery, cameras and electronic devices, business documents, samples, valuables, fragile and perishable items. (It makes good sense to keep these items in your carry-on for your own convenience and protection and also because all these items are excluded from Air Canada's liability.)
Just the facts:
Yes, we are able to do this in most cases but you should be aware, at the time of purchase, if your ticket is refundable and under what conditions. Promotional or seat sale tickets are seldom refundable, however other types of tickets may be refundable. If in doubt, please ask when you’re shopping for and buying your ticket. Once you know that your ticket is refundable, you need to know how to get the refund. Frequent travelers know from experience that electronic or e-ticketing remains the easiest method of both purchasing a ticket and ensuring quick processing of refundable fares. But there are other ways to get your refund. The travel agency which issued your ticket will process applicable refunds for paper and electronic tickets. Agents at Air Canada airports or city sales offices can also process refunds. Air Canada’s page on Refund Services provides you all the information you’ll require.
If you wish, you can reduce the environmental impact of your travel in cooperation with Air Canada and Zerofootprint, a not-for-profit organization that operates carbon offset programs. It’s a way to calculate the impact of your journey and mitigate those effects with a small, voluntary additional payment to support environmental projects that reduce greenhouse gases.
When you or your travel agents book your travel through aircanada.com, you have an option to purchase a carbon offset for your trip. For our part, Air Canada is working on a number of fronts to be a better environmental citizen. We have adopted more fuel-efficient procedures for take-offs and landings; reduced engine usage on the ground during taxiing and ground delays, cut fuel consumption in the air with more efficient aircraft and flight plans; expanded our on-board recycling program and employed hybrid technology for airport vehicles.
Just the facts:
Our Customer Relations page has all the information you require. Behind the facts: Start with our Customer Relations people. Some people want to send their letter right to the President, however, Customer Relations staff are the experts at ensuring that your comments get to the right people at the airline, and are shared with the appropriate department or group. If you have specific comments or complaints, give us as much information as possible including any documentation you have so we can follow-up. Expect to hear back from us within 30 days. |
