The Flight Disruption Policy (previously known as IROP) is defined as a flight cancellation, a delay of 3 hours or more or a delay that causes a misconnection, that occurs within 48 hours of the original scheduled departure time.
Some cancellations are within an airline's control, whereas others, like those caused by severe weather or airport and air traffic disruptions, are simply out of the airline's hands. Whatever the reason for the cancellation, Air Canada will be there to assist our customers.
The information contained in this page covers policy and procedures regarding Air Canada operated flights affected by a flight delay and cancellation within 48 hours of departure.
For flight disruptions on OAL operated flights, refer to the operating carrier.
For schedule changes outside of 48 hours, refer to Schedule Changes (SKCH) - General Policy and Procedures.
Additionally, refunds will only be permitted for customers affected by delays of more than three hours or cancellations due to a controllable situation.
Customers affected by a flight disruption that is outside the carrier’s control (example: COVID-19 cancellations) can only obtain a refund if fare rules allow. Customers will have the option to retain their value of their ticket for future travel to be completed up to 24 months from the date of cancellation.
Policy and Conditions
When an AC operated flight (AC, AC Jazz, Sky Regional, AC Rouge, Air Georgian, Exploits Valley Air/EVAS) is affected by a flight disruption, AC is responsible to rebook all flights of the affected journey on all ticketed PNRs.
This applies to:
- All ticket stock, all fare types and all booking
o For Air Canada Vacations’ Bookings, please contact Air Canada vacations
- Separate 014 tickets: AC connecting to flights operated by any carrier
- Separate tickets issued by any carrier: AC connecting to AC operated flights
Rebooking Guidelines
Travel agents’ bookings made in the GDS must be rebooked in their GDS. Bookings made at aircanada.com/agents are rebooked by Air Canada.
Redemption bookings can be handled and rebooked by both Aeroplan® and Air Canada, whileAir Canada Vacations bookings can only be rebooked by Air Canada Vacations.
Flights that have been disrupted, including all remaining portions of the ticket, can be rebooked within a specific travel window as follows:
| Rebooking Window | +/- 30 days from the original travel date (the original length of stay must be maintained). |
Rebooking Rule within Travel Window Outside Travel Window
Fare rules should be applied as follows, including for non-changeable tickets (for example, Basic):
| Rule | Within Travel window | Outside Travel window |
|---|---|---|
| Advance Purchase (APUR) | Waive | Waive |
| Additional Collection (ADCL) | Waive | Collect |
| Change Fee(s) | Waive | Waive |
| Min/Max Stay | Waive | Apply fare rule |
When you rebook your customers, please adhere to the following:
| Origin/ Destination | Must remain the same OAL-operated flights: original origin/destination only. |
|---|---|
| Routing | For North America itineraries, connection cities must be as per the permitted routing options. |
| Waitlist | Permitted if original fare purchased allows it. |
| Economy Cabin | Rebook in the same cabin up to Y. Economy class customers are not permitted a refund of the fare difference if the fare for the new flight is lower. |
| Premium Economy cabin (All markets) Premium Rouge cabin (International) |
O, E, N bookings, rebook same booking code up to O (up to J in the Business cabin if Premium economy not available or not offered). Must be booked in Y on pure OAL. |
| Premium Rouge cabin (Domestic, Sun, Transborder) | Rebook up to J. |
| Premium Rouge cabin (Domestic, Sun, Transborder) | Rebook up to J. |
| Business Class cabin (all booking classes) | Rebook same booking code up to J. |
| Customers with an NTP | Customers holding NTP no-fare tickets cannot be protected on OAL in case of a Flight Disruption. |
Rebook your customers based on the affected coupon and the airline’s ticket in this order:
Air Canada Flight Coupon
| Air Canada Ticket (014) | Other Airlines’ Tickets |
|---|---|
|
1. Air Canada/Air Canada Express/ Air Canada rougeTM 2. Pure LH/UA/LX/OS/SN 3. Other pure Star AllianceTM 4. Non-Star Alliance carriers with whom Air Canada has an interline ticketing and/or re-protection agreement 5. Other airline with whom Air Canada does not have an interline ticketing and/or re- protection agreement
|
1. Air Canada/Air Canada Express/ Air Canada rougeTM 2. Issuing Carrier 3. Pure LH/UA/LX/OS/SN 4. Other pure Star Alliance 5. Other airline with whom Air Canada has an interline ticketing and/or re-protection agreement 6. Other airline with whom Air Canada does not have an interline ticketing and/or re-protection agreement |
Other Airline Coupon
| Air Canada Ticket (014) | Other Airlines’ Tickets |
|---|---|
|
1. Same carrier as on itinerary 2. Air Canada/Air Canada Express/Air Canada rouge 3. Pure LH/UA/ LX/OS/SN 4. Other pure Star Alliance carrier 5. Non-Star Alliance carriers with whom Air Canada has an interline ticketing/and or re- protection agreement 6. Other airline with whom Air Canada does not have an interline ticketing and/or re- protection agreement
|
1. Same carrier as on itinerary 2. Issuing Carrier 3. Air Canada/Air Canada Express/ Air Canada rouge* 4. Pure LH/UA/ LX/OS/SN 5. Other pure Star Alliance carrier 6. Non-Star Alliance carriers with whom Air Canada has an interline ticketing/and or re- protection agreement 7. Other airline with whom Air Canada does not have an interline ticketing and/or re-protection agreement |
Ticketing Guidelines
To ensure your clients can check-in on the web or via the kiosks, their tickets must be re- issued
If your clients have already 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
Contact Air Canada Contact Centre at 1-888-247-2262 if your customers are unable to cancel their check-in.
Tickets must also be reissued when the new itinerary’s routing or booking class does not match the original tickets. You must:
- Have coupon control of all remaining coupons; if you don’t, contact Air
- Enter INVOL AC0000/DD/MMM/CityPair ‘IROP AC FLIGHT # / DATE / ORIGIN DESTINATION’ in the endorsement box.
Handling Procedures
| Changes made in GDS/CRS | When making changes in your GDS/CRS directly, an endorsement is required for ticket re-issuance: INVOL AC0000/DDMMM/City Pair. |
| Refunds for controllable delays/cancellations only | If delay/cancellation is within Air Canada’s control, you may process refunds on fully or partially unused tickets. Please add a waiver code in the endorsement box. For refunds due to a flight delay, add the following waiver code in the endorsement box: ACUDELAY02 along with the flight number. Example: ACUDELAY02871 For refunds due to a flight cancellation, add the following waiver code in the endorsement box: ACFLTIRROP along with the flight number. Example: ACFLTIRROP871 If the disruption involves an OAL flight, then the OAL flight number should be noted along with the date/routing. |
| Flight Pass credits | Re-crediting will be processed by NRD. |
| Future Travel Credits | For flight coupons for future credits. Please add the following remark in an OSI: INVOL AC0000/DDMMM/Waive Change Fee |
Refunds
Applicable to 014 tickets
In the event of a flight cancellation or a delay of more than three hours, for situations within Air Canada’s control, Air Canada offers you the option of requesting a refund for the unused portion of your ticket or using the unused portion toward future travel.
Cancellations resulting from the COVID-19 crisis or weather delays are considered outside Air Canada’s control.
If unable to determine flight delay/cancellation outside Air Canada’s control, for refunds, please contact Air Canada Contact centre at 1-888-247-2262 Once it is determined that the refund is applicable, Air Canada contact centre will remark file and add an OSI, so you may process a refund or credit where applicable.
Definitions
Controllable Flighty Disruption (IROP)
Any circumstance that Air Canada has direct control or influence over (mechanical situations and situations not included in the uncontrollable IROP)
Uncontrollable Flight Disruption (IROP)
Any circumstance outside of Air Canada’s control or influence. The delay codes are:
- Weather: WXD, WXL, WXR, WXS
- Work Disputes: SOW
- Air Traffic Control: SOA, EQW
- Security: SES
- Immigration: EQW
- Aircraft Damage: ANA
Flight Diversion
An in-flight change of destination due to extenuating circumstances, such as weather.
Tier 3
AC7200 - AC7349 Central Mountain Air AC7350 - AC7499 Air Georgian Ltd.
AC7500 - AC7599 Sky Regional Airlines Inc. AC7600 - AC7614 Air Creebec
AC7615 - AC7649 Exploits Valley Air Services Ltd.
Connection
North America: within 4 hours
International: within 24 hours