Air Canada Introduces New Fee for Telephone Bookings Amid Digital Shift
Air Canada has introduced a 30 Canadian dollar per-passenger fee for telephone bookings, drawing criticism from consumer advocates over digital inequality while the airline prepares to resume flights to Israel.
Air Canada has introduced a new 30 Canadian dollar fee for booking flights through its telephone customer service center, intensifying the aviation industry's digital-first trend. Effective October 15, the policy applies an extra charge per passenger, adding 120 Canadian dollars for a family of four before taxes. The fee also extends to Aeroplan mileage redemptions and is strictly non-refundable, even if flights are canceled.
While digital bookings remain free, the airline states the policy aims to ease call center congestion and direct routine tasks online. Exemptions apply for travelers requiring special accessibility assistance, those dealing with active flight disruptions, and itineraries unsupported by online systems. However, critics point out that technical website errors do not automatically exempt callers from the charge.
The move reflects a broader industry trend of unbundling services, matching similar fees by Canadian carrier WestJet and United Airlines. Consumer advocates criticize the policy as a technological penalty disproportionately impacting seniors, while noting the fee is charged per passenger rather than per transaction. Meanwhile, Air Canada prepares to resume direct flights to Ben Gurion Airport on November 30, two months ahead of its previous schedule.
