Air Canada has implemented a new policy charging customers $30 per passenger for booking flights over the phone. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various budget carriers that impose non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines still allow telephone bookings without additional charges.
For a family of four opting for traditional phone booking with Air Canada, the total surcharge would amount to $120. The airline introduced this measure to encourage customers to use its website or app, aiming to reduce call center expenses or offset them.
Andrew D’Amours, co-founder of flight deal platform Flytrippers, noted that this new fee could disproportionately impact seniors who prefer phone bookings. He expressed understanding for those who find online or app bookings challenging, deeming the policy somewhat unfair for them.
This move reflects a broader industry trend known as the “unbundling” of airline services, where airlines charge separately for amenities that were once included in standard fares. Passengers now commonly pay extra for services like checked bags, seat selection, priority boarding, and onboard refreshments.
Airlines defend unbundling by asserting that it offers transparent pricing, with the costs of specific services borne by those who utilize them. D’Amours likened this practice to buying cheese in a brick versus shredded form, with convenience coming at a premium. He emphasized that customers who prefer booking through traditional means can still opt to pay for that service.
Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. The airline assured that there would be no change in support services, and no booking fee would apply in cases of travel disruptions such as delays or cancellations.