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:

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 IROPxxxx (3- or 4-digit flight number) 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 are not permitted in the following scenarios:

• Departure time change of less than 3 hours
• Cancellation with protection less than 3 hours from original departure/arrival time
• Aircraft change resulting in a cabin change
• Change of operating carrier

Refunds are permitted in the following scenarios:

• Departure or arrival time change of 3 hours or more
• Cancellation without protection, or with protection of 3 hours or more from original departure/arrival time
• Change from a non-stop to a connecting itinerary, or change results to more stops or connections
• Routing (origin/destination)/airport change
• Not permitting a same-day connection
• Schedule change creating a misconnection
• As above, also to itineraries on separate AC tickets issued to create a complete one-way journey within 24 hours
• For itineraries with segment to/from the United States, if the customer chooses not to travel due to a flight segment downgraded to a lower cabin (regrade)

Refunds related to accessibility services

Customers who self-identify with a disability or who have already requested an accessibility service feature are eligible for a refund (travelling companion included on same or separate reservation), provided the disruption is included in “Refunds are permitted in the following scenarios”, when there is a:

• Change of aircraft type resulting in the loss of an accessibility feature, including but not limited to a door that does not accommodate a wheelchair, non-accessible in-flight entertainment, or accessible washrooms.
• Change of connecting airport. Example from YWG xYUL FRA changed to YWG xYYZ FRA

Refund Process

Direct Channel
Waiver codes not required. Please request refund via My Bookings or through the Air Canada Contact Centres.

GDS
Enter the applicable waiver code and the 3- or 4-digit flight number in the refund waiver code field.

For partially used tickets:

• If you are unable to calculate the refund, please queue your PNR to the rates desk.

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

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.