Air Canada has implemented a new $30 per passenger fee for customers booking flights over the phone. This policy, effective since October 15, aligns Air Canada with other airlines such as WestJet, United Airlines, and various low-cost carriers that also charge non-refundable phone booking fees. Unlike competitors like Delta Air Lines and Southwest Airlines that still offer phone booking without extra charges, Air Canada’s move aims to encourage customers to use their website or app, reducing call center expenses or offsetting them.
For a family of four opting for traditional phone booking with Air Canada, this new fee would add an additional $120 to their total bill. The airline’s objective is to drive customers towards digital booking platforms and streamline costs associated with call center operations.
Andrew D’Amours, co-founder of flight deal site Flytrippers, commented on the cost implications of this change, highlighting the potential impact on seniors who prefer phone bookings over online methods. He noted that some older individuals may find it unfair to be charged extra for phone bookings when they are less comfortable using digital channels.
This shift reflects a broader trend in the airline industry known as “unbundling,” where airlines charge separately for services that were previously included in the base fare. This practice allows airlines to offer more customized pricing options, with passengers now paying additional fees for services like checked bags, seat selection, priority boarding, and in-flight snacks.
D’Amours drew an analogy to buying cheese to explain the concept of unbundling, emphasizing that customers pay more for convenience, similar to choosing pre-shredded cheese over a cheaper block. Air Canada has clarified that customers requiring specialized support, including those with accessibility needs, will not be subject to the phone booking fee. Additionally, the airline ensures that no booking fee will be imposed in cases of trip disruptions such as delays or cancellations.