Customers of Air Canada who choose to make flight reservations over the phone will now incur a charge of $30 for each passenger.
The largest airline in Canada announced that this new policy took effect on October 15, aligning it with WestJet, United Airlines, and various budget carriers that impose non-refundable fees for phone bookings.
In contrast, other airlines like Delta Air Lines and Southwest Airlines continue to offer ticket purchases via telephone without an additional fee.
For a family of four booking an Air Canada flight using the traditional method, the extra cost will amount to $120.
This initiative aims to encourage customers to utilize the airline’s website or mobile app while also addressing call center expenses, or at least offsetting them.
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Andrew D’Amours, co-founder of the flight deal website Flytrippers, commented, “It’s costly. However, hiring, training, and having someone available to answer calls also comes with its own expenses.”
He pointed out that this change may particularly impact seniors who prefer making reservations over the phone.
“Many individuals, likely older adults, are not comfortable booking through an app or online. I understand the argument that this situation may be unfair to them.”
The Ongoing Trend of ‘Unbundling’ Airline Costs
This decision underscores how airlines continue to find new ways to charge for services, reflecting a long-standing trend of “unbundling,” where customers now pay for extras that were previously included in standard flight prices. Passengers often find themselves paying additional fees for checked luggage, seat selection, priority boarding, and in-flight refreshments.
Airlines assert that unbundling enables customers to have a clear understanding of their expenditures, with the costs of specific services being covered by those who utilize them.
D’Amours provided a vivid comparison: “When you buy cheese, you can either get a block for a lower price or choose shredded cheese, which is more expensive. The latter option is about convenience. If you prefer not to book online, you can opt to pay someone else to handle it for you.”
Air Canada indicated that customers needing specialized assistance, including those with accessibility requirements, will not be subject to this fee.
“There is no alteration to the support provided to you, and no booking fee will apply if your travel plans are impacted by a delay, cancellation, or other disruptions,” the airline stated.