Air Canada has implemented a new policy where customers booking flights over the phone will now incur a $30 fee per passenger. This change, effective as of October 15, aligns Air Canada with other airlines like WestJet, United Airlines, and various low-cost carriers that charge non-refundable fees for phone bookings. However, airlines such as Delta Air Lines and Southwest Airlines continue to offer phone booking without any additional charges.
For a family of four opting for the traditional phone booking method with Air Canada, this new fee will add up to an extra $120. The airline’s motive behind this move is to encourage customers to utilize their website or app for bookings, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of flight deal site Flytrippers, commented on the cost implications, stating, “It’s expensive. But then again, it’s expensive to hire an employee, train them and have them answer the phone.” He also pointed out that this change might disproportionately affect seniors who prefer booking flights over the phone.
This trend of “unbundling” airline costs has been ongoing for the past decade, with airlines charging passengers for services that were previously included in standard flight packages. Additional fees are now common for services like checked bags, seat selection, priority boarding, and in-flight snacks. Airlines defend this practice by arguing that unbundling allows customers to understand exactly what they are paying for, with the cost of specific services being borne by those who use them.
D’Amours drew an analogy, comparing the situation to buying cheese in a block versus shredded form, where convenience comes at a higher cost. He explained, “It’s more expensive, but you choose that for the convenience. If you don’t want to book online, you can pay someone to do it.”
Air Canada has clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. Additionally, the airline assured that no booking fee would be charged in case of trip disruptions such as delays or cancellations.