Air Canada has implemented a new policy where customers booking flights over the phone are now subject to a $30 fee 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 charges.
In contrast, competitors such as Delta Air Lines and Southwest Airlines continue to offer phone booking options without additional fees. For a family of four opting for the traditional phone booking method with Air Canada, the total cost would increase by $120.
The airline’s decision aims to encourage customers to use the company’s website or mobile app, thereby reducing call center expenses or offsetting them. Andrew D’Amours, the co-founder of Flytrippers, a flight deal website, acknowledged the costliness of this change, emphasizing the expenses associated with hiring and training phone operators.
The shift could have a disproportionate impact on seniors who prefer phone bookings, as they may find using apps or websites less convenient. This underscores a broader trend in the airline industry known as “unbundling,” where passengers are charged separately for services that were once included in standard fares.
Airlines argue that unbundling provides transparency, allowing customers to pay only for the services they use. Airline fees have become common for services like checked baggage, seat selection, priority boarding, and onboard snacks.
D’Amours likened this trend to purchasing cheese, where buying a brick is cheaper than pre-shredded cheese. Customers who opt for phone bookings can view it as paying for convenience, similar to choosing pre-shredded cheese for ease.
Air Canada has clarified that customers needing special assistance, including those with accessibility requirements, are exempt from the phone booking fee. The airline also assured that the support provided remains unchanged, and no booking fee will be applied in cases of trip disruptions such as delays or cancellations.
