Air Canada has implemented a new $30 per passenger fee for booking flights over the phone. This policy, effective since October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that also charge non-refundable phone booking fees. However, airlines such as Delta Air Lines and Southwest Airlines still offer phone booking without extra charges.
For a family of four opting for the traditional phone booking method with Air Canada, the additional cost will amount to $120. This decision aims to encourage customers to use the airline’s website or app, ultimately reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, a flight deal website, highlighted the cost implications of this change, mentioning the burden it may place on seniors who prefer phone bookings over digital platforms. He expressed understanding for those who find it unfair to be charged extra for this service.
The introduction of the phone booking fee reflects the ongoing trend in the airline industry of “unbundling” services, where customers pay separately for amenities that were previously included in the base fare. This approach allows passengers to select and pay for specific services they require, shifting the cost burden to those who utilize them.
D’Amours drew a comparison to buying cheese, stating that purchasing a brick of cheese is cheaper than buying shredded cheese for the added convenience. Similarly, customers can choose to pay for phone booking if they prefer not to book online.
Air Canada clarified that customers needing specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. The airline also assured that no fee would apply if a trip is disrupted by delays, cancellations, or other travel issues.
