Air Canada has implemented a new policy that charges customers $30 per passenger for booking flights over the phone. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that apply non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines still allow phone bookings without additional charges.
For a family of four opting for traditional phone booking with Air Canada, the added cost would amount to $120. The airline’s decision aims to encourage customers to utilize their website or app, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of flight deal site Flytrippers, mentioned that while the new fee is costly, the expenses associated with hiring, training, and maintaining call center staff justify it. He also highlighted that seniors, who often prefer phone bookings, might be disproportionately affected by this change.
This move reflects a broader trend in the airline industry known as the “unbundling” of services, where airlines charge separately for services that were previously included in standard fares. This practice allows customers to understand and pay for specific services they use, shifting the cost burden accordingly.
Air Canada clarified that customers requiring specialized support, including those with accessibility needs, are exempt from the phone booking fee. Additionally, in cases of trip disruptions like delays or cancellations, no booking fee would be applied.