Air Canada set to announce new expenses policy for passengers as restart continues

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Air Canada says it plans to announce a new “exceptional policy” in which the company will cover transportation expenses incurred by customers while getting to their destinations during the recent work stoppage. 

The airline said it would share details about the policy on Wednesday. 

However, a new form available on Air Canada’s website allows customers to request a refund if they only completed part of their journey with Air Canada or need reimbursement for an alternative method of transportation due to the strike. 

Only those who booked directly with Air Canada are eligible, as the form excludes passengers who booked their flights via Aeroplan, a travel agency or another airline. 

It comes as Air Canada continues ramping up flights amid an operational restart expected to take more than a week. 

Air Canada resumed flights Tuesday afternoon after a complete halt to Air Canada and Air Canada Rouge routes that began early Saturday morning. 

It said it was focusing on outbound international routes immediately following the conclusion of the three-day flight attendants’ strike. A total of 155 flights across North America and to Europe, Asia and the South Pacific were set to take off by the end of its first day back in operation. 

The airline said it planned to increase its number of flights within North America on Wednesday. 

It has cautioned that a return to full, regular service would take up to 10 days as aircraft and crew are out of position. The delays are compounded by mandatory maintenance checks that must take place because aircraft were on the ground for more than three days. 

“Regrettably, during this period some flights will be cancelled until the schedule is stabilized, and we’ll notify customers well in advance and provide options,” said Air Canada executive vice-president and chief operations officer Mark Nasr in a Tuesday evening press release. 

“Following this disruption, we know confidence has been shaken. We’re working hard to fully restore their trust, starting by getting customers on their way again.” 

Nasr added that Air Canada has launched an online dashboard “so anyone can transparently track our progress as our operations return to normal.” 

“We look forward to welcoming our customers and flight attendants back onboard,” he said. 

The dashboard’s latest update Wednesday morning said 90 per cent of domestic flights were expected to operate over the next 24 hours, along with 95 per cent of transborder flights and 54 per cent of other international routes. 

It said the average contact centre wait time was around an hour and 18 minutes. 

Air Canada is offering customers with cancelled flights a full refund or credit for future travel if they cannot be rebooked on a competitor’s flight. 

The airline and the union representing more than 10,000 of its flight attendants struck a new tentative agreement on Tuesday morning with the help of a federal mediator.