Air Canada passengers who choose to make flight reservations over the phone are now subject to a $30 fee per traveler. This new policy, implemented on October 15, aligns Air Canada with WestJet, United Airlines, and various low-cost carriers that impose non-refundable phone booking charges. However, competitors such as Delta Air Lines and Southwest Airlines continue to offer phone booking without additional fees.
For a family of four opting for traditional phone booking with Air Canada, the total cost will increase by $120. The airline’s decision aims to encourage customers to utilize their website or app, reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of flight deal platform Flytrippers, noted that while the fee can be costly, it reflects the expenses associated with hiring and training phone support staff. He highlighted that this change might disproportionately impact seniors who prefer phone bookings over online methods.
This move underscores the ongoing trend in the airline industry of “unbundling” services, where passengers pay for amenities that were previously included in standard fares. Additional charges for services like checked baggage, seat selection, priority boarding, and onboard refreshments have become common.
Airlines defend the unbundling approach, arguing that it provides transparency to customers regarding what they are paying for, with costs distributed among those who utilize specific services. D’Amours compared this to buying cheese: one can purchase a cheaper block or opt for convenience with pre-shredded cheese. Similarly, customers who prefer phone booking can choose to pay for the service.
Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. The company also assured that no booking fee would be applied in cases of trip disruptions such as delays or cancellations.
