Air Canada has implemented a new policy where customers making flight bookings by phone are now required to pay a $30 fee per passenger. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that also charge non-refundable fees for phone bookings. However, airlines such as Delta Air Lines and Southwest Airlines still offer phone booking services without additional charges.
For a family of four opting for traditional phone bookings with Air Canada, the total cost will increase by an extra $120. The aim of this policy shift is to encourage customers to use the airline’s website or app for bookings, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, a flight deal website, acknowledged the costliness of the new policy and highlighted its potential impact on seniors who prefer phone bookings. He emphasized that some older individuals may find it challenging to book flights online, making the fee unjust for them.
This move by Air Canada reflects a broader industry trend known as the “unbundling” of airline services, where customers pay separately for services that were previously included in standard fares. This unbundling approach allows passengers to select and pay for specific services they require, such as checked baggage, seat selection, priority boarding, and inflight snacks.
D’Amours drew a comparison to buying cheese, stating that customers can opt for a cheaper brick of cheese or pay more for convenience by purchasing shredded cheese. Similarly, customers who prefer phone bookings can choose to pay the fee for the service.
Air Canada clarified that customers needing specialized assistance, including those with accessibility requirements, will not be subject to the phone booking fee. The company reassured customers that the level of support remains unchanged, and no booking fee will be charged in cases of trip disruptions like delays or cancellations.