We recently migrated to a new reservation system that, once fully implemented, will improve your travel experience. 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.
We have answers for your frequently asked questions below. If you can’t find what you need, please reach out to us on Facebook or Twitter. You can also call our Contact Centres at 1-888-247-2262 (click here for international numbers), although customers are advised we expect higher than normal call volumes and longer wait times.
Questions and Answers
- How can I be sure my booking was not affected by the migration?
Your booking is secure. We have undertaken extensive testing to ensure a rigorous migration process has been put in place to transfer existing bookings. Please note your booking reference number used to track your booking may have changed; please see below for more information.
- Is my personal information secure?
Yes. Protecting your information is a top priority, and we have a number of safeguards in place to ensure your information is kept secure.
- I’m having difficulty checking in for my flight. What Booking Reference do I use?
If you booked with a travel agent, or another website or airline, check your booking confirmation for different Booking References if available. If you booked with Air Canada but are encountering difficulties, please see an Air Canada Agent at the airport who will be able to check you in.
- Why can’t I request a confirmed Same Day Change for my flight online anymore?
These functions will be restored after the final phase of the new system roll-out at the airport is completed in the new year. Until we complete our system roll-out, this functionality is temporarily unavailable through self-serve channels. If you are looking to confirm a different flight on your day of departure, please see an Air Canada Agent at the airport to process your request.
- When can I request seat selection?
You may select your seat at time of booking or up to 36 hours before your flight. Or, you may also select your seat during the check-in process within 24 hours of your flight on aircanada.com, on our mobile app, or at the airport. Seat selection is temporarily unavailable between 24 and 36 hours before your flight’s departure time. These functions will be restored after the final phase of the new system roll-out at the airport is completed in the new year.
- Why can’t I book an Aeroplan Flight Reward?
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, although we are working as quickly as possible to restore full functionality to these accounts. Rest assured, the information and miles in your account remain safe.
- Why can’t I associate my Aeroplan number with a booking on aircanada.com?
If your Aeroplan account has not yet transferred over, our system will temporarily not recognize your number when making a booking on aircanada.com. Please complete your booking without your Aeroplan number and then “Request Missing Miles” from Your Account section on aeroplan.com. This issue will be resolved shortly.
- Why can’t I extend my Preferred Seat discount and/or fee waiver for my Travel Companions?
Temporarily you will not be able to extend the discount and/or fee waiver for Travel Companions for the same booking. These functions will be restored after the final phase of the new system roll-out at the airport is completed in the new year.
- What changes will I experience with eUpgrades?
On a temporary basis, all upgrade requests must be completed no later than 24 hours prior to departure. Further, you will not be able 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 upgrade request can be processed. Learn more here.
- I opted to stand-by early for a flight and requested an eUpgrade. My eUpgrade didn’t clear and I didn’t receive a refund for my credits. What should I do?
If you wish to stand-by for an earlier flight at the airport on the day of your departure, your eUpgrade status may be affected. If you do not receive an eUpgrade on your earlier flight, and your credits are not refunded within 72 hours, please fill out the online reporting tool.
- My new Altitude status still hasn’t been recognized online. When will my account be updated?
If you are reaching a new Altitude status, note that it may take up to 72 hours for all our different systems and touchpoints to reflect your updated status. Rest assured, we are continuously working to improve this.
- I’m getting an error when purchasing a Flight Pass. How do I proceed?
If you are trying to purchase a Flight Pass and you encounter error “RC=EIP Component = Service Fault”, please verify your 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.
- How do I select my seat on a Flight Pass booking?
For seat selection on a Flight Pass booking, please go to aircanada.com and select “My Bookings” to access your 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, you may select your seat during the check-in process within 24 hours of your flight on aircanada.com, on our mobile app, or at the airport.
About our System Migration
Information for Aeroplan members
Information for Altitude members
Information for Flight Pass customers