MONTREAL — Air Canada has unveiled further details to its updated goodwill policy that will cover accommodation and other out-of-pocket expenses for customers affected by the recent strike.
First reported yesterday by Travelweek in an exclusive interview with Air Canada’s Lisa Pierce, VP, Global Sales and Air Canada Vacations, the updated policy goes beyond legal obligations and ensures coverage for reasonable accommodation, meals, transportation and other costs, says the airline.
“We deeply apologize to all customers whose travel plans were disrupted, and we’re committed to making things right for all customers — particularly those who were stranded during their trip,” says Mark Nasr, Executive Vice President and Chief Operations Officer at Air Canada. “Earlier this week, we put in place a special commitment to reimburse out-of-pocket transportation costs, including on other airlines, rail, ground or ferries. Today, we are taking another step forward, delivering with our policies to make things right. This updated plan includes reimbursement for reasonable accommodation, meals, necessary transportation and other costs.”
The updated policy applies to customers whose original travel was disrupted between Aug. 15 and 23, 2025 inclusive and builds on the flexible rebooking policy implemented earlier to cover transport costs.
SPECIAL TRAVEL EXPENSE POLICY
- Customers who experienced cancellations and delays between August 15–23 and incurred reasonable expenses for hotel stays, meals, ground transportation, or other costs are eligible for reimbursement for their travelling party.
- Claims must be supported with receipts and submitted through the airline’s customer relations portal.
- Air Canada will work to address claims as quickly as possible, however due to the anticipated volume it may require up to four to six weeks.
FLEXIBLE REBOOKING CONTINUES
Earlier this week, Air Canada implemented a disruption policy to cover transport expenses which customers may have incurred to get to their destination during this disruption. If customers had a flight scheduled to depart between Aug. 15-23, 2025 that was cancelled, and made alternate arrangements themselves because Air Canada was unable to rebook them, Air Canada will cover these transportation expenses.
Additional details include:
- Customers who received an email from Air Canada stating we were unable to rebook you, or you were offered alternative flight options that depart more than 5 days from your original departure
- Customers who purchased a flight on an alternate carrier yourself in the same or lower cabin to your original flight
- Customers can also claim for alternate transportation options to get you between your original origin and destination (bus, ferry, car etc.)
- Customers must have booked the most reasonable and economical option(s) with your alternative travel, and ensuring that you reach your destination as soon as possible
Nasr adds that Air Canada expects to be operating “very close to our normal schedule tomorrow.”
Travel advisors are encouraged to sign up for Air Canada’s newsletter, The Flash, to stay informed of updated policies.
Additional information for the exceptional expense and transport policies are at www.aircanada.com/action.
