We are now operating our reservation, ticketing and inventory processes on the new Amadeus Altéa system, and we thank you for your support, which is essential to the success of this project. We have been very pleased with the transition so far although there are some temporary issues, as can be expected in any IT project of this magnitude. Let us assure you we are working hard to resolve these as soon as possible so we can all share in the benefits of this new system. In the meantime, wait times may be longer than usual at our call centres due to call volume, so we appreciate your patience.

If you are experiencing minor technical issues, you are encouraged to first clear your browser cache. Please note that aircanada.com or aircanada.com/agents requires Google Chrome version 7.8. for optimum performance.

If you are still experiencing technical issues, please refer to the Travel Agent FAQs.

Schedule Change
The Air Canada schedule change document at aircanada.com/agents and DRS online has been updated with important information regarding re-protection policy. Please ensure you are familiar with these changes as failure to comply may result in a debit memo.
 
RAPPEL: Advanced Seat Selection
Thirty-six hours prior to any flight departure, complimentary or purchased seat selection is not available. Your customers may ​continue to select their seats at check-in, which can be done 24 hours prior to departure on aircanada.com, aircanada.com/agents and our mobile application. This will be resolved in Phase 2 of our Altéa implementation at Airports in early 2020.

eUpgrades Booking Window
Please continue to request an upgrade within the eligible booking window on aircanada.com/agents, but during this transition period, upgrades must be requested no later than 24 hours prior to flight departure. Note that we have expanded all eUpgrade booking windows to at least 72 hours in order to ensure your upgrade request can be processed.

Flight Pass Booking
If you made a Flight Pass credit booking on or before November 18, 2019 you have been assigned a new Booking Reference. For these affected bookings, please use your new Booking Reference to access your reservation, including when checking in for your flight.

How to obtain your new Booking Reference:

• Log-in at aircanada.com/agents with your IATA credentials.
• Select the Manage My Flight Pass on the Flight Pass Tab on the main ADO homepage.
• Select My Flight Pass Bookings.
• Select “View all Flight Pass Bookings” and hit “Search.”*
  • *Travel agents also have the ability to view by Flight Pass Reference, Surname, or AE# where applicable

Updated FAQs

Please continue to monitor our Travel Agent FAQs for the most up to date information.  

Thank you once again for your support and patience.