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Air Canada To Offer Customer Refunds & Protect Agency Commission

Air Canada has announced a new policy that offers refunds to customers for COVID-19 affected fares booked from 1 February 2020 and, at the same time, protects agent commission.

Air Canada has announced a new policy that offers refunds to customers for COVID-19 affected fares booked from 1 February 2020 and, at the same time, protects agent commission.

Air Canada has announced that eligible customers who purchased a non-refundable ticket for travel on or after 1 February 2020, but did not fly can now obtain a refund from the carrier by submitting a request online or with their travel agent.

In support of its travel agency partners, Air Canada also confirmed that it will not recall agency sales commissions on refunded tickets that they process.  

The revised policy

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The airline has announced that its revised COVID-19 refund policy covers tickets and Air Canada Vacations packages purchased before April 13, 2021 for flights cancelled either by the airline or by the customer for any reason.

“Air Canada will be offering refunds to all eligible customers whether they cancelled their ticket or if their flight was cancelled by the airline.”

“Customers can now submit refund requests online or through their travel agent and we are committed to processing refunds as fast as possible,” said Lucie Guillemette, Executive Vice-President and Chief Commercial Officer at Air Canada.

“In addition, Air Canada has revised its booking policies for all future travel. Starting today, in cases where a customer’s flight is cancelled or rescheduled by more than three hours, we 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% bonus.”

“This new policy will provide more certainty and flexibility, so customers can book their future travel with greater confidence and we look forward to welcoming you back on board.”

Lucie Guillemette, Executive Vice-President and Chief Commercial Officer at Air Canada

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In addition to the expanded refund policy, Air Canada has stated that its customers will continue to have the option of accepting a fully transferrable Air Canada Travel Voucher (ACTV) with no expiry date or converting the value of their ticket to Aeroplan points with a 65% bonus.

According to the airline, customers who have already accepted an ACTV or Aeroplan points will have the option to exchange these for a refund to the original form of payment, including for the unused portion of any ACTV issued or in cases where a partial refund was provided.

Customers who booked through a travel agency must contact their agent directly.

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