Air Canada has implemented a new $30 per passenger fee for customers who book their flights over the phone. This policy took effect on October 15, aligning Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that also charge non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines still allow phone bookings without any additional charges.
For a family of four opting for the traditional phone booking method with Air Canada, this will result in an extra cost of $120. The airline’s decision aims to encourage customers to use their website or mobile app for bookings, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, a flight deal site, expressed concerns over the impact of this change, particularly on seniors who prefer phone bookings. He highlighted that older individuals might find it unfair as they are less inclined to use apps or websites for booking flights.
This move by Air Canada reflects a broader trend in the airline industry known as “unbundling,” where airlines charge separately for services that were previously included in standard flight packages. Passengers now commonly pay extra for services like checked bags, seat selection, priority boarding, and onboard snacks. Airlines argue that unbundling provides clarity to customers regarding what they are paying for, with the costs being more transparent based on usage.
D’Amours illustrated this concept with an analogy, likening it to buying cheese either in a block (cheaper) or pre-shredded (costlier but more convenient). Similarly, customers who prefer not to book online can opt to pay for phone bookings.
Air Canada has clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. The airline also assured that no booking fee would be charged in cases of trip disruptions such as delays or cancellations.