Air Canada has implemented a new policy where customers booking flights over the phone will now incur a $30 fee per passenger. This change, effective as of October 15, brings Air Canada in line with other airlines like WestJet, United Airlines, and various low-cost carriers that also charge non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines continue to offer phone booking without additional charges.
For families of four opting for traditional phone booking with Air Canada, this new fee will result in an extra $120 added to their bill. The airline states that this move aims to encourage customers to use their website or app, thereby reducing call center costs or offsetting them.
Andrew D’Amours, co-founder of flight deal site Flytrippers, acknowledged the expense of phone bookings, noting the costs associated with hiring and training employees to handle phone reservations. He raised concerns that this change may disproportionately impact seniors who prefer booking over the phone rather than online or through apps.
This shift reflects a broader trend in the airline industry known as “unbundling,” where airlines charge separately for services that were once included in the base fare. Additional charges for services like checked bags, seat selection, priority boarding, and onboard snacks have become common practice. Proponents argue that unbundling provides transparency to customers, allowing them to pay for specific services they use.
Regarding the fee for phone bookings, Air Canada clarified that customers requiring specialized support, including those with accessibility needs, are exempt from the charge. The airline also assured that the level of support provided and the fee waiver in cases of trip disruptions remain unchanged.