Air Canada Issues Urgent Update as Winter Storms and Aircraft Incident Cause Severe Travel Disruptions, Flight Delays and Cancellations at Toronto Pearson Airport: New Updates You Need To Know

Published on February 19, 2025

Air Canada has issued an update on its operations following major travel disruptions caused by severe winter storms in Eastern Canada and an aircraft incident that has reduced capacity at its Toronto Pearson International Airport hub. The airline is actively managing schedules, deploying additional resources, and assisting passengers with flexible rebooking options to minimize inconvenience.

The winter storms have led to widespread flight delays and cancellations, while the aircraft incident at Toronto Pearson has further constrained operations at the airline’s busiest hub. Air Canada is working closely with airport authorities to restore normal service and advises passengers to check their flight status before traveling. The airline remains committed to prioritizing safety and keeping customers informed as recovery efforts continue.

“Yesterday was a difficult day, and we were greatly concerned by the incident involving Delta Air Lines. Our thoughts remain with that flight’s customers and crew,” said Craig Landry, Executive Vice President and Chief Operating Officer at Air Canada.

“Unfortunately, this incident added to weather events over the past few days that have been extremely challenging for airlines in Eastern Canada. We recognize that travel disruptions are inconvenient for customers, but safety must always be our top priority and sometimes ensuring safe travel requires slowing down and adapting to conditions. I thank our employees for their hard work and dedication, including their willingness to work overtime and extra shifts, to take care of our customers,” said Mr. Landry.

“As a result of the recent storm and the incident at Toronto Pearson, there have been extensive delays and Air Canada has cancelled approximately 1,290 flights over the past six days. Despite this, we successfully and safely moved more than 650,000 customers during that time. We are currently restoring our service, adding extra flights and capacity where possible. However, the necessary and ongoing reductions in the number of take-offs and landings permitted at our global hub in Toronto is slowing the speed of recovery. We anticipate it may take several more days, depending on the weather, to return to fully normal operations. We appreciate our customers’ understanding during this time.”

Important Information for Air Canada Customers

Severe winter weather can significantly impact airline operations. For details on how these conditions affect flights, customers are encouraged to visit the Winter Operations page for insights and updates.

Self-Service Options for Travelers

Air Canada provides extensive self-service tools on www.aircanada.com and the Air Canada app, allowing customers to cancel, modify, or manage their bookings efficiently. These tools also provide real-time flight status updates and should be used whenever possible to avoid long wait times.

Contact Centre Assistance

Due to ongoing disruptions, Air Canada’s contact centres are experiencing exceptionally high call volumes, leading to extended hold times. Customers who are not scheduled to travel within the next 48 hours are advised to call closer to their departure date. With numerous flight cancellations and delays, call durations have increased as agents work to accommodate travelers with alternate flight options.

Air Canada has deployed additional staff, with agents working extended shifts and overtime to assist customers as quickly as possible. Those who booked through a travel agency (including online platforms) should contact their original booking source for rebooking assistance. Customers who booked directly with Air Canada can use the call-back feature to avoid waiting on hold; however, callback times remain elevated.

Flight Schedule Adjustments

In preparation for the storm, Air Canada proactively reduced its flight schedule to align with weather-related restrictions at major airports. For instance, at Toronto Pearson International Airport, normal operations allow for approximately 44 take-offs per hour, but recent conditions have limited this to as few as 16 per hour for safety reasons. These restrictions also provide necessary time for airport crews to clear snow and ice.

Following the storm and an aircraft incident, Air Canada had to further scale back its already reduced schedule. As weather conditions improve, flights are being gradually restored to normal operations.

Impact on Air Canada’s Hub Operations

Toronto and Montreal serve as Air Canada’s two largest hubs. On a typical day, 47% of the airline’s flights and 46% of its passengers pass through Toronto Pearson. Given the interconnected nature of airline operations, disruptions at Toronto Pearson can create a ripple effect, leading to delays and cancellations across the network, even for flights not directly originating from or bound for Toronto.

Air Canada remains committed to ensuring passenger safety and working closely with airport authorities to restore normal operations as quickly as possible. Customers are encouraged to check their flight status frequently and remain updated through Air Canada’s official channels.