Pricing Assistance (Rate Desk) Queues

Canada

• Monday to Friday - 08:00 to 20:00 ET
• Saturday to Sunday - 10:00 to 18:00 ET

USA

• 7 Days a Week - 07:00 to 23:00 ET

London

• Monday to Friday - 09:00 to 18:00 GMT

For urgent enquiries over the weekend, refer to coordinators at 44 871-220-111

• Rate requests will be actioned within 72 business hours
• For travel within 72 hours, rate requests will be actioned within 24 business hours.
• For travel within 24 hours, AC rates will make every attempt to action your rate request, however turn around time cannot be guaranteed.
• If AC Rates is unclear as to the specifics of your request, a rates agent will call you to clarify. The formal response will then be queued back to you in your GDS.
• Fare quotes will be guaranteed until the end of the next business day (Monday to Friday), unless otherwise specified by ac rates. Any changes made to the itinerary once quoted, will be subject to fare re-calculation.

• All requests must be queued to the AC rates department through your GDS. AC Rates will not accept any requests over the phone, either directly or indirectly through AC reservations.'
• This applies to the original request as well as any subsequent requests due to changes.
• Urgent requests are defined as travel within 72 hours. Non urgent requests are defined as travel beyond the 72 hours. All non urgent requests will be prioritized by travel date & ticketing deadline.
• Misqueued PNR’s will be reviewed and subject to the OSI messages provided, either handled or re-directed to the correct queue.
• For domestic/transborder itineraries, Air Canada must be the carrier on the long-haul flight(s).
• For international itineraries, Air Canada must have one over-the-water international segment.
• For travel to the Caribbean and Central/South America, AC must have at least one long-haul transborder segment to the international gateway.
• For Airpass requests when issued in conjunction with another 014 ticket, the PNR’s must be cross-referenced.
• Complete itinerary must be on the PNR. An itinerary needs at least one active segment. Open segments are permitted but must be clearly indicated as stopovers or connections.
• The ticket must be issued on 014 ticket stock.
• An unticketed PNR with the same itinerary will be quoted a maximum of 3 times.'
• Required comments, must be communicated in OSI AC items.
• Request must be clearly outlined, with date and travel agent name.
• Passenger types must be identified (e.g. senior, infant etc.)
• Requests for split ticketing (IATA ticketing guidelines prohibits some requests).
• Requirement for urgent ticket issuance.
• Indication if the file will be a prepaid.

The following requests will not be accepted:

• Verification of a GDS generated fare quote.
• GDS technical support.
• Private, in-house, or contract fare quotes.
• Fare & tax requests related to AC Escapes (refer to CIC*170/8) and AD program tickets (refer to CIC*170/19).
• Itineraries that involve back-to-back ticketing.
• Requests for recalculation if Air Canada will not be the reissuing carrier.
• Refund requests if not ticketed on 014 ticket stock.