Published on : Friday, April 16, 2021
Air Canada has recently informed that eligible customers who purchased a non-refundable ticket for travel on or after February 1 last year, but did not fly due to the COVID-19 pandemic can now apply for a refund. Customers can claim cash from the carrier by submitting an online request or with their travel agent. The decision comes after the flag-carrier spent nearly a year denying refunds for cancelled flights.
The revised COVID-19 refund policy covers tickets and Air Canada Vacations packages purchased before April 13 this year for flights cancelled either by the airline or by the customer for any reason. Since March last year, Air Canada said it has refunded more than $1.2 billion to customers holding refundable tickets. However, no figures were given on the remaining outstanding.
Lucie Guillemette, Executive Vice-President and Chief Commercial Officer at Air Canada said in a statement that the carrier will be offering refunds to all eligible customers whether they cancelled their ticket or if their flight was cancelled by the airline. She mentioned that customers can now submit refund requests online or through their travel agent and the airline will be committed to processing refunds as fast as possible. She informed that Air Canada has also revised its booking policies for all future travel.
She said that in cases where a customer’s flight is cancelled or rescheduled by more than three hours, the carrier will now offer all customers the choice of receiving a refund, an Air Canada Travel Voucher or the equivalent value in Aeroplan Points with a 65 per cent bonus. She added that the new policy will provide more certainty and flexibility, so customers can book their future travel with greater confidence.