Air Canada said it has refunded nearly $1 billion to customers since Jan. 1, 2020 (The Canadian Press)

Air Canada said it has refunded nearly $1 billion to customers since Jan. 1, 2020 (The Canadian Press)

Air Canada revises refund policy amid growing anger over cancelled flights

Air Canada said it has refunded nearly $1 billion to customers since Jan. 1

Air Canada is revising its cancellation policy amid mounting customer frustration, offering travellers the option of a voucher with no expiration date or Aeroplan points if the airline cancels their flight due to the COVID-19 pandemic.

The airline says the new policy — the previous one capped travel vouchers at 24 months, with no Aeroplan option — applies to non-refundable tickets issued up to the end of June, with an original travel date between March 1 and June 30.

Air Canada’s fresh tack comes as consumer advocates and thousands of passengers continue to demand their money back for services they paid for but have not received.

Three petitions with more than 89,000 signatures are calling for full refunds to be implemented before financial aid is handed out to airlines, two of which were presented to the House of Commons over the past 11 days.

Cathy Maltese, who was booked on an Air Canada flight from Toronto to Orlando, Fla., over the March break with her three children, said she is “extremely disappointed” with how the airline has treated customers.

“At least now my family has the option of travelling when it is safe again and don’t have to worry about the time running out for us,” Maltese said in an email.

“To garner trust and respect again, they also have to give customers the option of a refund. There are many families struggling right now to put food on the table,” she said. “Why should they lose that money?”

Air Canada said it has refunded nearly $1 billion to customers since Jan. 1, largely to travellers who paid for refundable tickets.

“While the world is making great progress against COVID-19, we know we must remain vigilant, which includes being flexible,” chief commercial officer Lucie Guillemette said in a release Friday.

The loyalty points option allows customers to convert their booking into Aeroplan miles “and get an additional 65 per cent bonus miles,” she said.

Toronto resident Bob Scott, who launched a petition presented to Parliament last week by Liberal MP Yasmin Ratansi, said passengers are “becoming increasingly angry at what they see as the government’s complicity in the daylight robbery being committed by the airlines.”

Canada is out of step with the United States and the European Union, he noted, where officials have ordered airlines to reimburse customers for cancelled flights. The Canadian Transportation Agency chalks up the difference to U.S. and EU legislation establishing a “minimum obligation” to refund that Canada lacks.

None of Canada’s major airlines touts policies offering to return cash to passengers for the hundreds of thousands of flight cancellations since mid-March, opting instead for vouchers — typically with a timeline of two years.

Pressed on the issue Thursday at his daily media conference, Prime Minister Justin Trudeau said the government needs to have “some very careful discussions with airlines” as well as Canadians to maintain a balance where travellers are “treated fairly” and the sector stays intact.

Passenger rights advocate Gabor Lukacs said the law requires airlines to refund customers, adding that fares may well go up in the coming year, reducing the value of travel credits.

“Air Canada continues to skirt its obligations to refund the approximately $2.6 billion dollars it owes to passengers,” Lukacs said in an email.

Airlines have been sending repatriation flights and offering customers vouchers, but typically they advertise no refund policies for cancelled routes.

WestJet’s website highlights future travel credit for cancelled flights, but says: “We are not processing refunds to original form of payment at this time.”

The disclaimer comes despite the company’s tariff — the contract between airline and passenger — which states that “the unused portion of the passenger’s ticket(s) will be refunded” in the same form as it was purchased, “should the alternate transportation proposed by the carrier not meet the passenger’s satisfaction.”

On Friday, Air Canada also said it will bolster its summer schedule, which nonetheless remains more than 50 per cent smaller than last year as the COVID-19 pandemic continues to pound the airline industry.

The 97 destinations compare with 220 last summer but mark an improvement from the past six weeks, when 95 per cent of its flights were still suspended.

Christopher Reynolds, The Canadian Press

Like us on Facebook and follow us on Twitter.

Want to support local journalism during the pandemic? Make a donation here.

Air CanadaCoronavirus

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

Langley City’s Gregory Douglas snapped a picture of a rainbow over the downtown core Tuesday, Nov. 24. “Just wanted to share this beautiful view that I happened to capture today, that illustrates not only Mother Nature’s beauty,” but what an “amazing city” we live in. (Special to Langley Advance Times)
SHARE: Langley City resident discovers treasure and both ends of the rainbow

Send us your photo showing how you view Langley, and it could be featured in a future edition

Sonya Perkins of Langley’s Forever Yours Lingerie said there’ve been challenges, but customers are supporting local shops during the pandemic. (Matthew Claxton/Langley Advance Times)
‘Shop Local’ key as Langley businesses work through COVID

Business groups are trying to encourage local buying to keep stores alive

Army and Navy was in business for more than a century but closed earlier this year, citing COVID-19 as the cause. The space at Langley Mall has been taken over by McFrugal’s Discount Outlet. (Lisa Farquharson/Black Press Media)
Few closures as Langley businesses battle COVID-19 downturn

Smaller, Canadian chains among casualties locally

Velma MacAllister, coordinator of the Langley Christmas Bureau, holds up donated gift cards at the bureau’s temporary location at Timms Community Centre in Langley City. The bureau is in need of cash, gift card or cheque donations this year to support 800 local families. (Joti Grewal/Langley Advance Times)
Generosity imperative this holiday season

Langley Christmas Bureau is dependent on the donation of gift cards this year

Abbotsford’s Chase Claypool celebrates with teammates after scoring a touchdown on Sunday. (Karl Roser/Pittsburgh Steelers)
Abbotsford’s Chase Claypool scores 10th touchdown

First wide receiver since 1960 to record 10 touchdowns in 10 games, Steelers still unbeaten

Provincial health officer Dr. Bonnie Henry updates B.C.’s COVID-19 situation at the B.C. legislature, Nov. 23, 2020. (B.C. government)
B.C. daily COVID-19 cases hits record 941 on Tuesday

Further restrictions on indoor exercise take effect

(Pixabay.com)
Man, 28, warned by Kootenay police to stop asking people to marry him

A woman initially reported the incident to police before they discovered others had been popped the question

Winston Blackmore (left) and James Oler (right) were sentenced on separate charges of polygamy this week in Cranbrook Supreme Court.
No more charges expected in Bountiful investigation, special prosecutor says

Special prosecutor says mandate has ended following review of evidence from Bountiful investigations

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

Join Black Press Media and Do Some Good
Join Black Press Media and Do Some Good

Pay it Forward program supports local businesses in their community giving

(Ashley Wadhwani/Black Press Media)
Refuse to follow B.C.’s mask mandate? Face a $230 fine

Masks are now required to be worn by all British Columbians, 12 years and older

BC Teachers' Federation President Teri Mooring is asking parents of school-aged children to encourage the wearing of masks when possible in schools. (THE CANADIAN PRESS/Chad Hipolito)
LETTER: Teachers union encourages culture of mask wearing in B.C. schools

BCTF President Teri Mooring asks parents to talk with children about wearing masks in school

Prime Minister Justin Trudeau speak to the media about the COVID-19 virus outside Rideau Cottage in Ottawa, Friday, Nov. 20, 2020. THE CANADIAN PRESS/Adrian Wyld
Canada’s inability to manufacture vaccines in-house will delay distribution: Trudeau

First doses of COVID-19 vaccine expected in first few months of 2021, prime minister says

Police lights
Vancouver elementary school locked down after unknown man walks into classroom

Police arrested the man and sent him for a psych evaluation

Most Read