FLIGHT DISRUPTION POLICY
for TRAVEL AGENTS

The rebooking window for affected flights, including all remaining portions of the ticket, is +/- 30 days from the original travel date.  The original length of stay must be maintained.

Origin/Destination

• Must remain the same.
• With Air Canada operated flights, alternate AC stations can be offered to/from sister cities and any AC stations within 200 miles. Example MIA and FLL, LYS and GVA

Routing

• Must be the same global direction as the original ticket

Waitlist

• Permitted if original purchased fare permits

Economy

• Rebook original booking class up to Y
• Refunds not permitted if new Economy class is a lower booking code

Premium Economy (all markets)

• O, E, A bookings: rebook original booking class up to O, and up to J if Premium Economy is not available or not offered

• For other airline operated and marketed flights, you must book in Y

Premium Rouge (N.A. and Sun)

• Rebook up to J

Business Class

• Rebook same booking class up to J

Complimentary tickets issued with a promotion code

• Rebooking not permitted on Other Airlines

Rebook your customers based on the affected coupon, and the airline’s ticket in this order:
Note: Protection on UA not permitted to/from/via Australia

Tickets must be reissued when the new routing and/or booking class do not match the original tickets.

If your clients have checked-in, they need to cancel their check-in before tickets can be re-issued:

• Online, via web or mobile check-in
• When bags are checked, your customers must see an airport agent
• If they are unable to cancel their check-in, they must call Air Canada
• You must have coupon control of the ticket

You are required to enter INVOLAC0000/DDMMM/City Pair (INVOLAC0871/15JUL/CDGYUL) in the ENDORSEMENT box of the ticket.

Note: If a disruption is caused by intermodal transportation, the flight rebooking and ticket exchange must be done by an Air Canada Contact Centre agent.

Refunds for Unused or Partially used 014 tickets are permitted if your customers’ flights are affected as follows:

• Flight cancellations
• Flight delays of 3 hours or more
• Delays no longer permitting same-day connection
• Separate AC tickets that were booked to create a complete one-way journey within 24 hours

• Flight Cancellation Refund Waiver

  Enter ACFLTIRROP and flight number, in the Refund Waiver Code field.
  Example for Air Canada flight ACFLTIRROP871 for Other Airlines’ flight LHRFLTIRROP094

• Flight Delay Refund Waiver

  Enter ACUDELAY03 and flight number in the Refund Waiver Code field.
  Example for Air Canada flight ACUDELAY03871 for Other Airlines’ flight LHUDELAY094

Note

Debit Memo will be issued when the Refund Waiver code is not entered in the GDS Refund Waiver code field.

For more information, please refer to the Air Canada Refund Services Reference Guide.

Your customers can keep their tickets as Future Travel Credit. The following conditions apply upon exchanging the tickets:

• If the new fare is lower, the residual value is lost 
• Change fee is waived, but additional collection applies
• Some original non refundable taxes remain non-refundable and new taxes must be collected
• Refundable taxes that do not apply on the exchanged tickets can be refunded
• Expiration date based on Ticket Validity

AC Wallet

Aeroplan members can choose to receive credits to their AC Wallet when cancelling eligible tickets.

AC Wallet credits expire one year from ticket issuance date.