Air Canada said it has refunded nearly $1 billion to customers since Jan. 1, 2020 (The Canadian Press)

Air Canada revises refund policy amid growing anger over cancelled flights

Air Canada said it has refunded nearly $1 billion to customers since Jan. 1

Air Canada is revising its cancellation policy amid mounting customer frustration, offering travellers the option of a voucher with no expiration date or Aeroplan points if the airline cancels their flight due to the COVID-19 pandemic.

The airline says the new policy — the previous one capped travel vouchers at 24 months, with no Aeroplan option — applies to non-refundable tickets issued up to the end of June, with an original travel date between March 1 and June 30.

Air Canada’s fresh tack comes as consumer advocates and thousands of passengers continue to demand their money back for services they paid for but have not received.

Three petitions with more than 89,000 signatures are calling for full refunds to be implemented before financial aid is handed out to airlines, two of which were presented to the House of Commons over the past 11 days.

Cathy Maltese, who was booked on an Air Canada flight from Toronto to Orlando, Fla., over the March break with her three children, said she is “extremely disappointed” with how the airline has treated customers.

“At least now my family has the option of travelling when it is safe again and don’t have to worry about the time running out for us,” Maltese said in an email.

“To garner trust and respect again, they also have to give customers the option of a refund. There are many families struggling right now to put food on the table,” she said. “Why should they lose that money?”

Air Canada said it has refunded nearly $1 billion to customers since Jan. 1, largely to travellers who paid for refundable tickets.

“While the world is making great progress against COVID-19, we know we must remain vigilant, which includes being flexible,” chief commercial officer Lucie Guillemette said in a release Friday.

The loyalty points option allows customers to convert their booking into Aeroplan miles “and get an additional 65 per cent bonus miles,” she said.

Toronto resident Bob Scott, who launched a petition presented to Parliament last week by Liberal MP Yasmin Ratansi, said passengers are “becoming increasingly angry at what they see as the government’s complicity in the daylight robbery being committed by the airlines.”

Canada is out of step with the United States and the European Union, he noted, where officials have ordered airlines to reimburse customers for cancelled flights. The Canadian Transportation Agency chalks up the difference to U.S. and EU legislation establishing a “minimum obligation” to refund that Canada lacks.

None of Canada’s major airlines touts policies offering to return cash to passengers for the hundreds of thousands of flight cancellations since mid-March, opting instead for vouchers — typically with a timeline of two years.

Pressed on the issue Thursday at his daily media conference, Prime Minister Justin Trudeau said the government needs to have “some very careful discussions with airlines” as well as Canadians to maintain a balance where travellers are “treated fairly” and the sector stays intact.

Passenger rights advocate Gabor Lukacs said the law requires airlines to refund customers, adding that fares may well go up in the coming year, reducing the value of travel credits.

“Air Canada continues to skirt its obligations to refund the approximately $2.6 billion dollars it owes to passengers,” Lukacs said in an email.

Airlines have been sending repatriation flights and offering customers vouchers, but typically they advertise no refund policies for cancelled routes.

WestJet’s website highlights future travel credit for cancelled flights, but says: “We are not processing refunds to original form of payment at this time.”

The disclaimer comes despite the company’s tariff — the contract between airline and passenger — which states that “the unused portion of the passenger’s ticket(s) will be refunded” in the same form as it was purchased, “should the alternate transportation proposed by the carrier not meet the passenger’s satisfaction.”

On Friday, Air Canada also said it will bolster its summer schedule, which nonetheless remains more than 50 per cent smaller than last year as the COVID-19 pandemic continues to pound the airline industry.

The 97 destinations compare with 220 last summer but mark an improvement from the past six weeks, when 95 per cent of its flights were still suspended.

Christopher Reynolds, The Canadian Press

Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Air CanadaCoronavirus

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Happy hour, dance party fundraiser for Central Okanagan Food Bank

Local musicians perform a virtual concert on June 5

Central Okanagan school buses to remain parked through the summer

The board of education made the decision to nix bus services on Wednesday

Booze on Kelowna beaches? Mayor says ‘not at the moment’

Mayor Colin Basran says alcohol in public spaces is not on council’s radar right now — but that could change

Motor trike crashes into hole in Ellison area

A man was taken to hospital after crashing his trike on Anderson Road

Mission prison COVID-19 outbreak ends, 9 new cases in B.C.

New positive test at Port Coquitlam care home

Man who bound, murdered Vancouver Island teen still a risk to public: parole board

Kimberly Proctor’s killer is still ‘mismanaging emotions,’ has had ‘temper tantrums’

VIDEO: Humpback whales put on quite a show

The ‘playful’ pod lingered by a Campbell River tour operator’s boat for quite some time

RCMP request public’s help in locating missing Salmon Arm man

Ken Derkach is a familiar face to many, one of the city’s residents who is without a home

Getting hitched at historic B.C. gold rush town still on table during COVID-19 pandemic

Micro-weddings, online visits, offered at Barkerville Historic Town and Park

VIDEO: Police look for suspect seen tripping elderly woman in Burnaby

The elderly woman was walking near the SkyTrain station when she was randomly tripped

Drunk man on a dirt bike and prohibited drivers without insurance keep Shuswap RCMP busy

Other calls resulted in excessive speed tickets and the arrests of two prohibited drivers

Summerland amends procedure for virtual council meetings, adding transparency

During COVID-19 pandemic, meetings have been held using online technology

Serious vehicle incident closes Highway 97 near Falkland

DriveBC says an assessment is underway; delays expected

Most Read