Air Canada has implemented a new policy where customers booking flights over the phone are charged $30 per passenger. This change, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that impose non-refundable phone booking fees. Notably, Delta Air Lines and Southwest Airlines still offer phone booking without additional charges.
For a family of four opting for traditional phone booking with Air Canada, this new fee amounts to an extra $120. The airline’s decision aims to encourage customers to use its website or app, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, a flight deal website, acknowledges the cost implications, stating, “It’s expensive. But then again, it’s expensive to hire an employee, train them and have them answer the phone.” D’Amours raises concerns about the impact on seniors who prefer phone bookings, noting that it may disproportionately affect them.
This move reflects the ongoing trend in the airline industry of “unbundling,” where airlines charge for services that were previously included in standard fares. This includes additional charges for checked bags, seat selection, priority boarding, and onboard snacks. Airlines argue that unbundling provides transparency, allowing customers to pay only for services they use.
D’Amours draws an analogy, comparing the practice to buying cheese – customers can buy a cheaper brick or opt for the convenience of pre-shredded cheese. Similarly, customers who prefer not to book online can pay for phone booking services.
Air Canada has clarified that customers requiring specialized support, such as those with accessibility needs, are exempt from the phone booking fee. Additionally, no fee is charged if a trip is impacted by delays, cancellations, or other travel disruptions.