Air Canada has confirmed it will refund all fares affected by Covid-19 since it spread globally last year.
The Canadian flag carrier’s updated policy covers passengers who booked non-refundable fares and whose flights were cancelled, or who voluntarily cancelled their travel due to Covid-19 since February 1, 2020.
Customers who, from now on, purchase non-refundable fares for future flights that are cancelled or rescheduled by more than three hours will have the option of a refund. Passengers can also choose an Air Canada Travel Voucher, with no expiry date, or the equivalent value in Aeroplan Points, with a 65% bonus.
The airline confirmed it will not recall commissions for refunded tickets booked by travel agents, noting that agents must process those refunds.
The revised Covid-19 refund policy also covers Air Canada Vacations packages purchased before April 13, 2021 for flights cancelled either by the airline or by the customer for any reason.
“Air Canada will be offering refunds to all eligible customers whether they cancelled their ticket or if their flight was cancelled by the airline,” said Lucie Guillemette, executive vice-president and chief commercial officer. “Customers can now submit refund requests online or through their travel agent and we are committed to processing refunds as fast as possible.
“This new policy will provide more certainty and flexibility, so customers can book their future travel with greater confidence and we look forward to welcoming you back on board.”
Customers who have already accepted an voucher or points will have the option to exchange these for a refund to the original form of payment, including for the unused portion of any ACTV issued or in cases where a partial refund was provided.
Since March 2020, Air Canada has refunded more than $1.2 billion.
For customers who make voluntary changes, Air Canada said normal fare rules will apply. But its “goodwill policy” where a one-time change does not incur a fee remains in place for all new or existing bookings made up to May 31, 2021 for original travel until May 31, 2022.
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