Can all agencies make bookings on the agency website? The following agencies are eligible:
IATA appointed travel agencies in Canada
Canadian agencies holding a TIDS number (Travel Industry Designator Service)
ARC appointed travel agencies in the US; due to technical issues, agencies holding a RSP number (Reservation Service Provider) in the US are not able to make booking on the agency website
Note: For security reasons, access to aircanada.com/agents will be removed, if no sales were generated under your IATA, TID, and/or, ARC, for the previous 6-month period.
Which types of bookings can not be made on the agency website?
unaccompanied minor
more than 9 passengers
infant bookings for international travel
corporate discounts
net fares
interline bookings*
UA flights and UA* flights operated by AC
AD75/50 and Escape
* Connections to select other airline flights are permitted provided AC is the transpacific/transatlantic carrier
Can multi-destinations bookings be made at aircanada.com/agents?
Yes, you can book open jaw, circle trip and multiple stop itineraries for travel in Canada, between Canada and the USA and to international destinations, by selecting ‘Multi-City’ in the booking window. Up to 6 different ‘origin/destination’ are allowed with a maximum of 16 segments, including surface segments.
Can Corporate Contract bookings be made through the agency website?
Yes, provided the Corporate contract number does not offer a discount off a fare; for tracking purposes, please enter the contract number in the tour code field on the purchase page.
Is preferred seat selection available for Aeroplan members?
Yes, Air Canada tier status is recognized for preferred seat selection.
If a customer belongs to a frequent flyer program, other than Aeroplan, can he still choose the option ‘No Flown Aeroplan Miles’?
Yes, the ‘No Flown Aeroplan’ discount attribute is available to all Tango customers, regardless of type of frequent flyer program.When customers select this option in order to reduce their fare, the frequent flyer number, regardless of program, will not be appended to the PNR, and no miles will be accumulated.
Can I use my personal credit card or the agency's corporate card as form of payment?
No, as per IATA resolution 832 paragraph 1.12.3
What happens in cases of a credit card chargeback?
Travel agencies are financially responsible to Air Canada for all transactions booked under their IATA number. Non-payment of any transactions made at aircanada.com/agents will result in an invoice issued to the agency. Non-payment of that invoice can result in the access to aircanada.com/agents being revoked.
Can more than 1 credit card be used as form of payment?
With multiple party PNRs, up to 2 credit cards can be used.
What are the payment/ticketing options?
ET eligible routes
Travel within N.A.: credit card payment upon booking
International Travel : credit card payment required within 7 days for J, C, D, Z, Y, B classes for Executive First, Latitude and for non-branded destinations, Executive (Flexible/Lowest price) and Economy (Flexible)
For all other classes and fares, the ticket time limit is as per fare rules or fare expiry date, whichever comes first
Non ET eligible routes
Departure 7 days or more from date of booking: Credit Card for Free Ticket Delivery Service
Departure within 7 days from date of booking: you may claim the PNR or choose airport pick-up and pay cash or credit card
Note: a customer holding a Denied Boarding Voucher can not use as form of payment with online booking
Which currency is used with online bookings?
The fares in the ‘Select Page’ will display in CAD or USD according to the city of departure.
In the ‘Review’ and ‘Purchase’ page, the currency will default to the currency of the country listed in the agency’s profile.
Will I receive confirmation of my bookings?
Yes, your agency will receive an e-mail from acinfo@aircanada.ca with “A message from Air Canada” in the subject line.The email will be sent to the address indicated in the Agency Profile and include itinerary details, fare breakdown and rules.
Do we have access to our bookings summary?
Yes, you can view your active and ‘on-hold’ bookings via “My Bookings”. Once you have selected a PNR, the booking details will include: date booked, ticket number, customer information, complete itinerary, final fare quote with tax total. Note: a PNR is purged 24 hours after the last segment is flown
Changes are permitted to all fares, with the exception of bookings that include an interline connecting segment.
Note: Online changes cannot be made to flights that have been upgraded or waitlisted for an upgrade using an Air Canada Top Tier or Air Canada Upgrade certificate. Refer to the Upgrade section.
Can online PNRs be cancelled?
Yes, you can cancel your PNRs made at aircanada.com/agents, provided:
Tickets are issued as E-tickets
All segments are cancelled up to 45 minutes prior to departure for North America and 2 hours prior to departure for international travel
How are refunds handled?
You can request a refund online when you cancel fully unused tickets for:
Latitude and Executive Class for travel within North America
Latitude and Executive Class for travel to Sun destinations
Latitude for international travel
For all other e-tickets, please contact the Agency Priority Line to initiate the refund process.
For paper tickets, please forward a request with supporting documents directly to Winnipeg Accounting.
Can the value of unused tickets booked in the CRS be applied towards an online ticket and vice versa?
No.
Will attributes be refunded if the ticket is cancelled?
Pay for «à la carte» options are non-refundable. Exceptions apply as follows:
With a schedule change, IROP, or other inability to deliver the attribute:
If the customer is rebooked to another flight and the attribute is still applicable it will be carried over to the new flight.
If the attribute is no longer applicable or the customer chooses not to accept the new schedule and cancels the booking, the attributes will be refunded.
With voluntary changes, if the attribute is still applicable it will be carried over to the new flight. If the attribute is no longer applicable the attribute will not be refunded.
If Air Canada is unable to deliver the product, Inflight agents and Maple Leaf Lounge agents will advise customers to request a refund via:
Customer must provide; name, address, email address, ticket number starting with 014, booking
reference, the attribute and the reason to request the refund.
What is the policy for the correction of errors?
Air Canada will provide a full refund to the credit card used for payment, for all cancellations done within 24 hours of booking.
To correct a misspelled name, Air Canada will make corrections, free of charge, within 72 hours of departure. Contact the Agency Web Priority line for handling.
Can Air Canada Top Tier Upgrade Certificates be used with online bookings?
You can request your customer’s upgrade using an eligible Air Canada Top Tier or Air Canada Upgrade Certificate online, provided the flights have not been affected by a schedule change. To request the upgrade, click on the ‘Upgrade’ link on the top right corner of the ‘Flight Booking’ page.
Can an upgrade flight be cancelled online?
No. Please contact your Agency Help Desk to cancel the upgraded flight.
Can online change be done to PNRs with upgraded segment (s) or segment (s) waitlisted for an upgrade ?
No. Online changes are not permitted if any segment of a PNR has been upgraded or waitlisted. Please contact your Agency Help Desk.
However, if the segment is waitlisted, the waitlist can be cancelled and the change can be done online.
Can tax exempt bookings be made at aircanada.com/agents?
Yes.
For which itineraries does this functionality apply to?
Tax exemption applies to GST, HST and QST exempt passengers, as well as continuous journeys itineraries and for select Provincial Government Employees, who can exempt both GST and QST.
How do I complete my tax exempt bookings or change?
For eligible customers, when clicking on the ‘exemption information’ hyperlink from the review page, you will be able to select one of the following types of tax exemptions and enter the information required:
Provincial/Territorial Government Employee
Federal Government employee
Continuous journey
Who is responsible for documentation retention for a booking made at aircanada.com/agents?
The booking agent is responsible for retaining the same documents as currently required for a tax exempt booking for a period of 7 years from the date of booking
Important Notice: Travel agencies buying “Air Canada” trademark keywords on search engines or using “Air Canada” trademark words in ads on search engines or using ‘aircanada.com’ or ‘aircanada.ca’ web address (URL) variations, will be decommissioned.
Can all agencies have Web Link capabilities?
No. WebLink is currently available to IATA agencies in Canada. Due to technical issues, we are not able to offer this functionality to agencies in the USA.
What is a Web Link?
A Web Link is a button that resides on your travel agency website.
It provides your customers the ability to make their own Air Canada booking by clicking this link from your website’s homepage.
What is the benefit for having a Web Link?
A Web Link provides your customers with an additional alternative for booking air travel.
How can I request a Web Link for my agency website?
Send an email to agencyweb@aircanada.ca, with "Agency Weblink request" in the subject line. Include the following information in the order below:
Your IATA number (first 7 digits)
Your agency name
Your agency website address (provide French and English if they are different)
An email address where we will forward itinerary/receipts
Your website technical support provider’s name, phone number and email address
How long does it take to set up a Web Link?
In order to complete the setup, please allow 5 business days from receipt.
How do we track bookings made via the Web Link?
Air Canada automatically tracks and credits all bookings to your agency. In addition, you will receive an email confirmation of the itinerary receipts for bookings generated from the Web Link.
Who will advise my customers of schedule changes or any last minute changes?
A Call Centre agent will advise you of any changes to your customer’s PNR/schedule.
Who will the customer call to changes their itinerary?
Your clients can make their own changes on the web.
