We are now operating our reservation, ticketing and inventory processes on the new Amadeus Altéa passenger service system, and we thank you for your support, which is essential to its success.  As we work to complete this project, certain functions will be temporarily unavailable and some customers may experience technical issues.  We are working hard to resolve these as quickly as possible. Due to an increased number of queries, the wait times for our call centre agents is significantly higher than normal, so we encourage you to use our online tools. We apologize for any inconvenience for you and your customers.

Below you will find  some new and commonly asked  questions, however we also encourage you to review our Travel Agent FAQ page for any updates that might assist you.

Altitude members
 
Preferred Seat discount and/or fee waivers for Travel Companions
The ability to extend discounts and/or fee waiver for Travel Companions for the same booking is unavailable until the final phase of the new system roll-out at the airport is completed in the new year.
 
Upgrades
On a temporary basis, all upgrade requests must be completed no later than 24 hours prior to departure. Your customers will be unable to request upgrades at the airport, and unfortunately, we cannot guarantee that upgrades which were not cleared prior to check-in will be processed at the gate, even if a seat is available. Rest assured that we are working hard to confirm more upgrades ahead of check-in. Note that we have expanded all eUpgrade booking windows to at least 72 hours in order to ensure your customer's upgrade request can be processed. Learn more.
 
Early stand-by
If customers wish to stand-by for an earlier flight at the airport on the day of departure, the eUpgrade status may be affected. If they do not receive an eUpgrade on an earlier flight, and their credits are not refunded within 72 hours, please have them fill out the online reporting tool.
 
Status recognition
If your customers are reaching a new Altitude status, it may take up to 72 hours for all our different systems to reflect the updated status. We are working to shorten this time period.

Aeroplan members
 
Aeroplan Flight Reward bookings
While we completed our migration to a new reservation system, a limited number of Aeroplan accounts have not yet have transferred over. Affected customers are currently unable to redeem Aeroplan Miles for Flight Rewards. We are working as quickly as possible to restore full functionality to these accounts.
 
Associating a customer’s Aeroplan number with a booking on aircanada.com/agents
If your customer's Aeroplan account has not yet transferred over, our system will temporarily not recognize your number when making a booking on aircanada.com/agents. Please complete your customer’s booking without the Aeroplan number and ask them to “Request Missing Miles” from Your Account section on aeroplan.com. This issue will be resolved shortly.

Flight Pass

Purchases
If you are trying to purchase a Flight Pass and you encounter error “RC=EIP Component = Service Fault”, please verify the credit card information, including name and expiry date as well as the billing address. Air Canada Reservations cannot assist with the purchasing of a Flight Pass. If all information has been validated and you continue to receive this message, please contact Customer Relations.

Seat selection 
For seat selection on a Flight Pass booking, please go to aircanada.com/agents and select “My Bookings” to access the booking and select a seat. Please note this option is currently not available between 24 and 36 hours before your flight’s departure time. However, customers may select seats during the check-in process within 24 hours of flight on aircanada.com, aircanada.com/agents on the mobile app, or at the airport.

Same Day Changes 
This function will be restored after the final phase of the new system roll-out at the airport is completed in the new year. If your customer is  looking to confirm a different flight on the day of departure, please ask them to see an Air Canada Agent at the airport to process their request.

REMINDER: Advance 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 Amadeus Altéa implementation at Airports in early 2020.

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.