Air Canada to refund customers for flights cancelled in 2020

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

The 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.”

In addition to the expanded refund policy announced today, Air Canada 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. 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.

Since March 2020, Air Canada has refunded more than $1.2 billion to customers holding refundable tickets. With today’s announcement, Air Canada is extending a refund option to all eligible customers with tickets for travel dates on or after February 1, 2020, and who purchased their tickets before April 13, 2021.

The company aid that refunds are available to those customers whose flight was cancelled or who voluntarily cancelled their flight for any reason, and who wish to submit a request for a refund to their original form of payment. Customers can request a refund online at www.aircanada.com/refund until June 12, 2021. The policy also applies to Air Canada Vacations packages.

 

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