Air Canada has implemented a new policy where customers making flight bookings over the phone will incur a $30 fee per passenger. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that impose non-refundable phone booking charges. However, competitors such as Delta Air Lines and Southwest Airlines continue to offer phone bookings without additional fees.
For a family of four opting for traditional phone booking with Air Canada, the total cost will increase by $120 due to the new fee. The aim of this move is to encourage customers to use the airline’s website or app, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, acknowledged the costliness of the new policy, citing the expenses associated with hiring and training phone service employees. He pointed out that this change might disproportionately affect seniors who prefer booking over the phone rather than online or through an app.
This shift reflects the ongoing trend in the airline industry of “unbundling” services, where customers are charged for individual services that were previously included in standard flight fares. Passengers now commonly pay extra for services like checked bags, seat selection, priority boarding, and in-flight snacks. Airlines argue that unbundling provides transparency for customers, allowing them to pay for specific services they use.
Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. Additionally, the airline assured that no booking fee would apply in case of trip disruptions such as delays or cancellations.
