Air Canada has implemented a new policy where customers booking flights over the phone are now being 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 also impose non-refundable phone booking fees. However, competitors such as Delta Air Lines and Southwest Airlines still offer phone booking without any additional charges.
For a family of four opting for the traditional phone booking method with Air Canada, the extra cost would amount to $120. The airline’s decision aims to encourage customers to use their website or app and reduce call center expenses, or at least offset them.
According to Andrew D’Amours, co-founder of flight deal site Flytrippers, the new fee may impact seniors who prefer booking over the phone. He highlighted that some older individuals may not be comfortable using apps or the internet for reservations, making the fee seem unfair to them.
This move is part of the ongoing trend in the airline industry known as “unbundling,” where airlines charge separately for services that were previously included in standard fares. This trend has led passengers to pay extra for services like checked bags, seat selection, priority boarding, and in-flight snacks. Airlines defend this practice by stating that unbundling provides transparency to customers, allowing them to pay for specific services based on their needs.
D’Amours compared this unbundling practice to buying cheese, where purchasing a brick is cheaper than buying shredded cheese for convenience. He emphasized that customers who prefer phone bookings can still opt to pay for the service.
Notably, Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, would be exempt from the phone booking fee. The company assured that no booking fee would apply in cases of trip disruptions such as delays or cancellations.