MONTREAL — Air Canada Vacations has issued an update to customers affected by Air Canada’s recent labour disruption, confirming that refund and reimbursement claims are being processed and that measures are in place to make things right.

As stated on its website, Air Canada and Air Canada Rouge flights are currently operating as scheduled, with arbitration underway with flight attendants represented by CUPE. The airline confirmed there will be no strike or lockout, ensuring travellers can book and travel with confidence.

In a video message, Tom Stevens, Air Canada’s Vice President, Customer Experience & Service Operations, said that as of Sept. 18, 2025, the airline has closed 35% of the over 142,000 claims it received during the labour disruption, which lasted three days from Aug. 16–19, 2025. He added that this processing time is taking longer than expected and that the airline has taken steps to “increase capacity, including new technology, streamlining internal procedures and expanding our customer care team with hundreds of agents across Canada.”

To keep customers informed, Air Canada is updating its claims dashboard daily on its website.

Stevens also noted that the airline has received claims from customers who provided inaccurate information in their claims. Unable to validate their booking, the airline is writing to these customers, asking them to resubmit information so that the airline can move their claims forward.

To check the status of claims, customers can go to www.aircanada.com/contactus and click on ‘Status of a Submitted Query.’

REIMBURSEMENT FOR OUT-OF-TOWN EXPENSES

Customers whose flights were scheduled between Aug. 15–23, 2025, and were cancelled, may be eligible for reimbursement if they were unable to return home during that period. Air Canada is accepting claims for reasonable expenses such as overnight accommodations and meals. Additional reimbursement is available for transportation costs if rebooking could not be arranged under the airline’s flexible policy.

Travellers submitting claims must provide receipts and a brief explanation through the Reimbursement Assistance – Labour Disruption page.

FLEXIBLE REBOOKING POLICY

Air Canada has also introduced an exception to its standard policy to support customers who arranged their own travel after cancellations. Those who booked alternative transportation, including flights on other airlines, may be eligible for reimbursement if they meet the following conditions:

• Their Air Canada or Air Canada Rouge flight was scheduled to depart between Aug. 15–23, 2025, and was cancelled
• They received an email from Air Canada stating that the airline was unable to rebook them, or they were offered alternative flight options that would depart more than five days from their original departure date
• The chose a flight in the same or lower cabin than their original flight
• They chose flights or alternative transportation options (ie. bus, ferry, car, etc.) between the same origin and destination (including departing from another airport in the same city) with the same travelling companions on their booking (changes to connecting points or adding/removing connections are eligible, as long as they chose a continuous journey)
• The alternative transportation option departed within five days of their cancelled flight
• They booked the most reasonable and economical option(s) for their alternative travel, which prioritized reaching their destination as soon as possible

To read Frequently Asked Questions about the claims process, click here.