Air Canada has implemented a new policy where customers booking flights over the phone will incur a $30 fee per passenger. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that impose non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines still offer phone bookings without additional charges.
For a family of four opting for traditional phone booking with Air Canada, the total cost will increase by $120. The airline’s decision aims to encourage customers to utilize their website or app, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, noted the expense of phone bookings, highlighting the costs associated with hiring and training staff for phone inquiries. He also raised concerns that this change could disproportionately impact seniors who prefer phone bookings over online methods.
This move reflects a broader trend in the airline industry known as “unbundling,” where airlines charge separately for services that were previously included in standard fares. Customers now commonly pay extra for services like checked bags, seat selection, priority boarding, and onboard refreshments. Airlines argue that unbundling provides transparency in pricing, with those utilizing specific services bearing the associated costs.
D’Amours likened this trend to purchasing cheese, where buying a block is cheaper than pre-shredded versions, emphasizing the trade-off between cost and convenience. Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. The airline also assured that no booking fee applies in the event of trip disruptions such as delays or cancellations.