New Customer Login Account

Q. I haven't logged in since September 10, 2019. What do I need to do?

We have updated our password requirements. To ensure that all our customers’ accounts follow our rigorous security measures, we require that all customers update their passwords to make them as strong as possible. To do so, please set up your new password.

Q. What is happening to my Air Canada mobile+ account?

The Air Canada mobile+ service has been discontinued. AC mobile+ users who linked their Aeroplan accounts to their profile have had their information migrated to their Aeroplan profile; any remaining profile data has been safely deleted from Air Canada’s systems.

With the exception of Air Canada mobile+ account features, all other functions of the Air Canada App and Flight Pass App will continue to be available, including booking, flight status, flight notifications, check-in and boarding pass.

Q. Why can I now log in with email address in addition to my Aeroplan number?

To increase the convenience of logging into your account, we are now offering customers the ability to use their email address in addition to their Aeroplan number.

Q. Can the same login credentials be used for all Air Canada / Aeroplan channels?

You can use the same login credentials for most Air Canada / Aeroplan channels, but not all. The channels where the same login credentials can be used are:

1. AirCanada.com
2. Aeroplan
3. FlightPass web
4. FlightPass app (iOS & Android)
5. eUpgrade
6. Air Canada Skyriders
7. Aeroplan member donation program
8. Points.com

Q: Do I need an email address to have an Aeroplan account?

You need to have a valid email address that is yours alone in order to have online access to your Aeroplan account. Every Aeroplan Member, including minors, needs to have a single email associated with their Aeroplan account.

Q. Why do I need to provide an email?

Since we are activating a new Two-Factor Authentication security feature for all users (more below), it’s important that your email address is up-to-date to ensure you don’t get locked out of your account. This email will also be used to enhance security of your account and help to verify your identity if we suspect any suspicious activity on your account. So, it is imperative that we have your latest email on file. You will also be able to use your email address to log in, in addition to your Aeroplan number.

Q. Why do I need to confirm my email?

Since we are activating a new Two-Factor Authentication security feature for all users (more below), it’s important that your email address is up-to-date to ensure you don’t get locked out of your account. This email will also be used to enhance security of your account and help to verify your identity when you log in from a new device or we suspect any suspicious activity on your account. So, it is imperative that we have your latest email on file. You will also be able to use your email address to log in, in addition to your Aeroplan number.

Q. Can I update my account information at a later point in time?

You can always come back at a later time to finish the update process, but you won’t be able to access your Air Canada account until your update is complete. However, you can always continue as a guest to book a flight or retrieve booking information.

Q. How does Air Canada ensure the privacy of my personal information?

We understand the importance of protecting the personal information of our customers. To earn and maintain your trust, we have designed our policy to meet the requirements of the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s Anti-Spam Law (CASL) and the ten principles set forth in the Canadian National Standard for the Protection of Personal Information. Furthermore, we are constantly looking for new and better ways to secure your personal information and ensure that it is used in a responsible and respectful manner.

More details can be found here: Privacy Policy

Q. I am trying to update my account, but it is not working

If you are experiencing problems with logging in or experiencing long load times, try some of the following tips:

• Switch browsers
• Close all windows and restart in a new window
• Clear your cache and/or delete your cookies
• Disable pop-up blockers

If you are still experiencing problems after trying these tips, call our call centre at the following number 1-833-835-1444.

Q. What is two-factor authentication (2FA)?

Two-factor authentication is a two-step login process providing an extra layer of security to help protect your account and personal information from unauthorized access and misuse. We’ve set this up so that we can verify your identity when you enroll and sign in.

Q. How does it work?

When logging into your account, we will give you the option of receiving a one-time six-digit verification code via SMS on your mobile phone or email. Once received, enter the verification code to access your account.

Q. Do I have to enable two-factor authentication (2FA)?

Yes, two-factor authentication is a mandatory, extra layer of security to help protect your account and personal information from unauthorized access and misuse.

Q. How do I add my mobile phone number as a 2FA option?

Go to Profile & Settings > Contact Information > Edit > Verify mobile number. You will receive a one-time, six-digit code to verify your mobile phone number online. Your phone number will be used to confirm your identity.

Q. What if I can’t access my 2FA login options?

If you are unable to access your email address or mobile phone number (if provided), you can contact us at 1-833-835-1444 to update the information in your account. As a back-up, we recommend you provide a valid email address you can access any time, such as a personal email, instead of a work email.

Q. What if I didn’t receive my 2FA one-time password when logging in?

The message containing your 2FA code may take a few minutes to arrive in your inbox. Make sure the verification code was sent to an email or mobile phone number that you have access to by cross-referencing the email or mobile phone number you have provided.

If you’re still experiencing problems with your email, try checking your junk or spam folders and ensuring your inbox is not at its limit. You can also have a new verification code sent a second time after waiting 60 seconds. If you are still having trouble, please contact us at 1-833-835-1444

Q. When will you prompt two-factor authentication (2FA)?

We will prompt 2FA every time you log in to your Aeroplan account.

Q. What information is Air Canada storing in my profile?

Customers have the ability to save their travel preferences, credit cards, additional passengers details and travel documents to help streamline their online experience with Air Canada by auto-filling information from flight bookings to check-in. Passenger information is securely stored behind our new advanced login functionality and is additionally protected by 2FA.

Q: Can customer info be updated by a third party like Travel Agent?

Although Air Canada provides many self-serve options, any information on a customer’s account can only be updated by the owner of the account. Travel Agents can book and make changes to a flight for the customer; however, for privacy reasons, they cannot update a customer’s personal account information online nor by calling our contact centre.