How pandemic-grounded Air Canada customers can get their money back

How pandemic-grounded Air Canada customers can get their money back

Air Canada has began providing refunds to clients who purchased non-refundable tickets for flights and holidays they did not take on account of the coronavirus pandemic.

1000’s of individuals noticed their vacation plans upended when journey restrictions imposed to restrict the unfold of COVID-19 brought on widespread flight cancellations. Others selected to cancel journeys on their very own in accordance with public well being warnings that discouraged home and worldwide journey.

Till this week, Air Canada was refusing to refund lots of these clients and as a substitute provided vouchers or different types of credit score that might be used to buy future flights.

However guaranteeing these clients get their a reimbursement was a key situation of an settlement introduced between the federal authorities and Air Canada yesterday. Below the deal, the federal authorities will present $5.9 billion in monetary assist to the corporate by way of a mixture of low-interest loans and fairness financing. 

In change for the assist, Air Canada has agreed to refund clients, restore regional routes and set limits on government compensation, share buybacks and dividend funds.

Here’s what travellers have to know in regards to the modifications.

Who qualifies for a refund?

As of at the moment, Air Canada has amended its COVID-19 refund coverage. The brand new coverage applies to anybody who purchased a non-refundable ticket or trip bundle on or after Feb. 1, 2020 and earlier than April 13, 2021.

The amended refund coverage applies to flights and holidays bought throughout this time interval that have been both cancelled by the airline or cancelled voluntarily by the shopper for any purpose.

Prospects who qualify can have the choice to obtain a refund in their authentic type of cost.

How do you apply for a refund?

The way you apply for a refund is determined by how you got your ticket or trip bundle.

Prospects who bought instantly from Air Canada should apply on-line utilizing the airline’s web site. Air Canada will settle for on-line refund requests from eligible clients till June 12 at

Prospects who booked by way of a journey company or journey reserving web site should contact these firms instantly.

As a part of the settlement between Air Canada and the federal authorities, journey companies and reserving websites get to maintain any commissions they made on the ticket gross sales.

WATCH:  Airline passengers to get refunds in Air Canada’s take care of Ottawa

Air Canada and the federal authorities reached an settlement for low-interest authorities loans to assist the beleaguered airline, and it consists of refunds for passengers whose flights have been cancelled due to COVID-19. 2:01

What when you’ve already transformed the ticket to a journey voucher or Aeroplan factors?

Air Canada mentioned clients who have already got accepted an Air Canada journey voucher or Aeroplan factors as recompense can have the choice to change these for a refund of their authentic type of cost. 

This consists of clients who’ve used a portion of their journey voucher or have obtained solely partial refunds, the airline mentioned.

How lengthy will it take to get the refund?

Air Canada hasn’t mentioned how lengthy it’s going to take to course of refund requests. It has mentioned it hopes to take action rapidly.

“We’re dedicated to processing refunds as quick as attainable,” Lucie Guillemette, government vice-president and chief business officer at Air Canada, mentioned in a media launch at the moment.

Air Canada mentioned it tracks bookings by passenger identify data (PNRs), which might be for a person traveller or for a bunch. The airline estimates it might have greater than two million PNRs to course of, though some passengers could also be content material with vouchers or Aeroplan factors as a substitute of refunds.

The airline mentioned it already has paid $1.2 billion to clients with refundable tickets.

Air Canada agreed to quite a lot of circumstances in change for entry to $5.9 billion in liquidity from the federal authorities. (Nathan Denette/The Canadian Press)

What about future journey bookings?

Air Canada has amended its reserving coverage for all future journey.

Beginning at the moment, all clients can have the choice to obtain a refund, a journey voucher or the equal worth in Aeroplan factors in instances the place the airline cancels or reschedules a flight for greater than three hours. Those that go for factors can obtain a 65 per cent bonus.

“This new coverage will present extra certainty and suppleness, so clients can guide their future journey with larger confidence, and we stay up for welcoming you again on board,” mentioned Guillemette.

Which regional routes will likely be restored?

Below the take care of the federal authorities, Air Canada has agreed to revive flights on 13 regional routes no later than June 1, 2021.

Air Canada service on the following suspended airports will resume so long as public well being recommendation permits:

  • Bathurst
  • Comox
  • Fredericton
  • Gander
  • Goose Bay
  • Kamloops
  • North Bay
  • Penticton
  • Prince Rupert
  • Saint John
  • Sandspit
  • Sydney
  • Yellowknife

The federal authorities remains to be negotiating with different airways about potential aid packages. Deputy Prime Minister Chrystia Freeland says talks with WestJet have been ‘constructive.’ (Nathan Denette/The Canadian Press)

What when you’re a buyer of one other airline?

Deputy Prime Minister and Finance Minister Chrystia Freeland mentioned Monday that the federal authorities remains to be in negotiations with different airways on attainable assist packages.

Freeland described talks with Calgary-based WestJet — the nation’s second largest airline — as “constructive.”

“The essential normal necessities of the federal government of Canada, after all, would be the identical — the significance of refunds, the significance of restoration of regional routes, the significance of sustaining employment, the significance of restrictions on government compensation,” she mentioned. “However the exact form of an settlement will rely on the particular wants of every airline.”

In October, WestJet introduced it will begin a six- to nine-month strategy of refunding passengers with refundable and non-refundable tickets for flights cancelled by the airline throughout the pandemic. Passengers with non-refundable tickets who cancelled their flights on their very own should not eligible.

In an announcement issued Monday, WestJet mentioned it plans to restore service to all 42 airports it served earlier than the pandemic “at our earliest alternative” and that its refund coverage is “industry-leading” in Canada.

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