Air Canada has implemented a new $30 per passenger fee for customers booking flights over the phone, starting from October 15. This 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 additional charges.
For a family of four opting for the traditional phone booking method with Air Canada, the total extra cost will amount to $120. The airline’s move aims to encourage customers to use its website or app, thereby reducing call center expenses or offsetting them.
Andrew D’Amours, co-founder of Flytrippers, a flight deal site, acknowledged the cost implications, stating that hiring and training employees to answer calls is expensive. He also pointed out that the new policy may disproportionately impact seniors who prefer phone bookings over digital platforms.
This change reflects a broader trend in the airline industry known as “unbundling,” where airlines charge separately for services that were previously included in the base fare. This trend includes additional charges for services like checked bags, seat selection, priority boarding, and onboard snacks. Airlines argue that unbundling provides transparency, allowing customers to pay for specific services they utilize.
D’Amours used a metaphor to explain the concept, comparing it to buying cheese in a brick versus shredded form, with the latter being more expensive for convenience. He emphasized that customers who prefer phone bookings can still opt to pay for the service.
Air Canada clarified that customers requiring specialized assistance, including those with accessibility needs, are exempt from the phone booking fee. The airline also assured that no booking fee would apply in case of trip disruptions such as delays or cancellations.