Air Canada Customer Service Plan

Air Canada is concerned about your safety and comfort and we will do our best to make your travel experience as smooth and pleasant as possible. Our Customer Service Plan outlines our policies and addresses key service elements that most affect our customers. We value and appreciate your business and loyalty and we look forward to serving you.

Please note: This Customer Service Plan applies to Air Canada flights, Air Canada rouge flights and Air Canada Express flights , operated by Jazz Aviation LP and Sky Regional departing from a U.S. airport.

  1. Offer the lowest fare available

    It is Air Canada's policy and practice to offer you the lowest fare available in our computer reservation system, based on the date and flight you request. You may select a higher fare in order to upgrade the class of service or to have greater flexibility. It is important to note that certain fares (e.g. promotional fares) are not accessible through Air Canada Reservations or Air Canada airports ticket counters and can only be purchased online.

  2. Notify customers of known delays, cancellations and diversions

    In the event that a flight is delayed, cancelled or diverted due to an unforeseen problem, we will make every effort to keep you well informed at the airport and onboard the affected aircraft.

    Based on the information we have, we will promptly provide timely updates, within 30 minutes of becoming aware of such a cancellation, delay or diversion, and explain the reason for the delay, cancellation or diversion through various methods, such as:

    You may also register for our Flight Notification service to receive delay or cancellation information or gate change details for your Air Canada or Air Canada Express (operated by Jazz only) flight. Notifications can be sent directly to your text-messaging-enabled phone or your email address.

  3. Provide services to mitigate inconvenience from cancellations and misconnections

    Cancellations prior to departure date

    We will make every effort to contact you if your flight is cancelled prior to day of departure. You will be rebooked and advised of your protection flight(s).

    Flight cancellations or missed connections at the airport

    In the event of a flight cancellation, we will do everything possible to re-accommodate you on the next available Air Canada flight.

    When an Air Canada flight is cancelled or you miss your connecting flight due to reasons within our control, we will provide you with:

    • snacks or meal allowances
    • hotel accommodations if you are away from home and we are unable to provide you with same day transportation to your final destination
    • ground transportation to/from your hotel if shuttle service is not provided by the hotel
    • an overnight amenity kit (if required)

    If you are affected by a situation outside of Air Canada’s control that causes a delay, cancellation or missed connection, we will make every effort to rebook you on the next available Air Canada flight and notify you via your preferred method of notification provided at time of booking. Additionally, you will have the option to search for alternate flights and rebook online using our Delayed and Cancelled Flight Service. This service is also available via your web enabled mobile device at mobile.aircanada.com.

    Air Canada has negotiated special accommodation rates for customers who require overnight accommodations because their travel plans have been disrupted by a situation outside of Air Canada’s control. To benefit from this special rate, contact Travelliance, toll free at 1-866-296-5022.

  4. Deliver baggage on time

    We work hard to ensure your checked baggage arrives with you. In the event that your checked baggage is delayed, we will make every reasonable effort to deliver it within 24 hours. You must advise an Air Canada or Air Canada Express agent if you cannot locate your checked baggage upon arrival.

    You may check the status of delayed baggage online or by calling 1-888-689-2247.

    You will be reimbursed for reasonable interim out-of-pocket expenses upon submitting your receipts. We invite you to read more about our delayed and damaged baggage policies and limits of compensation.

  5. Allow reservations to be cancelled without penalty for a defined period of time

    Air Canada will cancel a purchased ticket with a full refund without penalty up to 24 hours after purchase. This policy applies to refundable as well as non-refundable fares.

    Changes made to itineraries more than 24 hours after purchase will be assessed the current change fee regardless of when the tickets were purchased and could be subject to fare differentials and additional fees.

  6. Provide prompt ticket refunds

    Air Canada will process eligible refunds, including refunding fees charged to you for optional services that you were unable to use due to an oversell situation or a flight cancellation, as follows:

    • Credit card purchases: within 7 business days of receipt of your refund request and required documents.
    • Cash and cheque purchases: within 20 business days of receiving the request.
    • Details and contact information for requesting a refund are available on our website or upon request at an Air Canada or Air Canada Express airport.
  7. Accommodate passengers with disabilities and special needs

    Air Canada is dedicated to the safety and comfort of our customers. In addition to providing special meals and assistance to unaccompanied minors, Air Canada looks after the special needs of customers who require assistance because of a disability or medical condition.

    You may learn more about our unaccompanied minors service and our special needs service online or by contacting Air Canada Reservations.

    Some circumstances and medical conditions require that certain requests be made in advance. If you have a special need, we ask that you review Air Canada’s Advance Notice and Medical Approval for Travel Requirements carefully before booking a flight.

    If your travel includes another carrier, please check directly with that carrier for any of your travel needs as different policies and procedures may apply.

  8. Meet essential needs during long “on-aircraft” delays

    Air Canada will never intentionally cause undue stress or harm to our customers. However, if due to unforeseen or uncontrollable circumstances an aircraft is either unable to take off or be gated upon arrival and must wait for a gate to become available, a contingency plan has been developed to meet the needs of our customers onboard both arriving and departing aircraft.

    Air Canada will provide food, water, lavatory facilities, access to medical treatment and an opportunity to deplane in accordance with its contingency plan for lengthy tarmac delays.

    During long “on-aircraft” delays pilots communicate frequently with Air Canada's Operations Control Center, Station Operations and/or the Ramp Control Tower for updated information and keep customers informed throughout the delay.

  9. Handle customers that have been denied boarding with fairness and consistency

    It is never our intention to cause you to be inconvenienced when you hold a confirmed reservation on an Air Canada flight. However, due to operational requirements, inventory control policies and a varying degree of “no-show” customers, there will be times when you cannot be accommodated on your booked flight. During a denied boarding situation, Air Canada will first solicit volunteers to give up their seats in exchange for compensation. If we do not receive enough volunteers, we may deny boarding involuntarily to passengers holding a confirmed reservation in accordance with our policy on denied boarding priority.

    When a passenger is denied boarding involuntarily, we will arrange the next available alternate accommodation as efficiently as possible and/or compensate eligible customers in accordance with existing Air Canada Tariffs and U.S. Department of Transportation (DOT) regulations.

    As a passenger who is denied boarding involuntarily, you will be entitled to a payment of "denied boarding compensation" from Air Canada, unless:

    1. You have not fully complied with the Air Canada ticketing and check-in requirements, or you are not acceptable for transportation under Air Canada' rules and practices.
    2. You are denied boarding because the flight is canceled.
    3. A smaller capacity aircraft was substituted for safety or operational reasons.
    4. A flight operating with an aircraft having 60 or fewer seats has safety-related weight/balance restrictions that limit payload.
    5. You are offered accommodations in a section of the aircraft other than specified on your ticket, at no extra charge.
    6. Air Canada is able to place you on another flight or flights that are planned to reach your final destination within one hour of the scheduled arrival of your original flight.

    The complete rules explaining your rights, for the payment of compensation and boarding priorities are available at all airport ticket counters and boarding locations.

    Customer check-in requirements and cancellation of reservations

    All reservations are subject to cancellation without notice in the following circumstances:

    1. You have failed to meet the check-in deadlines as stated on our website.
    2. You have not purchased a validated ticket indicating confirmed seat(s) at least thirty (30) minutes prior to scheduled departure of the flight, or earlier if a greater time limit is specified.
    3. You fail to fulfill the requirements of the fare type to which the reservation applies.
    4. You are not present at the boarding gate at least 15 minutes prior to scheduled departure time, even if you have already checked-in for your flight at a place or via a method designated for check-in (e.g. online, on your mobile device, at a Self-service check-in kiosk or at an airport ticket counter).
    5. If such action is necessary to comply with any governmental regulation, or to comply with any governmental request for emergency transportation in connection with the national defense, or whenever such action is necessary or advisable by reason of weather or other conditions beyond Air Canada' control.
    6. If Air Canada refuses to transport you for any of the reasons stated in the Rules of the relevant Air Canada Tariff.
  10. Disclose travel itinerary, cancellation policies, frequent flyer rules and aircraft configuration

    We will provide you with complete information about our policies and procedures that affect your travel. This information is available on our website or upon request through Air Canada Reservations or our airport representatives. This includes providing you with details on:

    • Important terms and conditions that apply to your ticket and travel, including cancellation policies.
    • Information regarding our aircraft configuration which is available at any time online or by contacting Air Canada Reservations.
    • Aeroplan, Air Canada’s Frequent Flyer program. Detailed information, including terms and conditions, are available online.
  11. Ensure good customer service from codeshare partners

    Air Canada and our codeshare partners continually work together to provide seamless travel. We work closely with our codeshare partners’ Customer Relations, Airport Services and Alliance Operations Departments to ensure consistent and quality customer-handling practices.

  12. Respond to customer complaints

    Air Canada will acknowledge receipt of each customer complaint regarding its scheduled service to the complainant within 30 days of receiving it, and will send a substantive response to the complainant within 60 days of receiving the complaint.

    For information on filing a complaint, please go to Customer Relations or see an Air Canada or Air Canada Express airport representative.

  13. Provide the address of the U.S. Department of Transportation Aviation Consumer Protection Division

    Consumers wishing to submit a complaint or comment about Air Canada’s service (other than those related to safety or security) may do so by contacting the U.S. Department of Transportation Aviation Consumer Protection Division:
    Via their website:
    Aviation Consumer Protection Division
    By mail:
    Aviation Consumer Protection Division, C-75
    U.S. Department of Transportation
    1200 New Jersey Avenue, S.E.
    Washington, D.C. 20590
    U.S.A.
  14. Provide the address of the U.S. DOT’s disinsection website

    To learn more about the use of insecticides in passenger aircraft, please refer to the U.S. Department of Transportation’s disinsection website, or visit our Health Tips page.