Air Canada has implemented a new policy where customers booking flights over the phone are now charged an additional $30 per passenger. This change, effective since October 15, aligns Air Canada with other airlines such as WestJet, United Airlines, and various low-cost carriers that impose non-refundable phone booking fees. In contrast, airlines like Delta Air Lines and Southwest Airlines still offer telephone booking without extra charges.
For a family of four opting for the traditional phone booking method with Air Canada, the total cost will increase by $120. This move aims to encourage customers to use the airline’s website or app, reducing call center expenses or offsetting them in part.
Andrew D’Amours, co-founder of Flytrippers, a flight deal website, acknowledged the costliness of this change but emphasized the expenses involved in employing and training staff to handle phone bookings. He expressed concerns that seniors, who often rely on phone reservations, may be disproportionately affected by this new policy.
This adjustment reflects a broader trend in the airline industry known as “unbundling,” where airlines charge for services that were previously included in standard fares. Passengers now commonly pay extra for services like checked baggage, seat selection, priority boarding, and onboard snacks. Airlines defend this practice, stating that unbundling allows customers to understand exactly what they are paying for, with the cost of services borne by those who utilize them.
Air Canada clarified that customers needing specialized assistance, including those with accessibility requirements, are exempt from the phone booking fee. The airline assured that there would be no change in the support provided, and the fee would not apply in cases of trip disruptions like delays or cancellations.