Well, here's AC's response to my inquiry.
Originally Posted by YOWgary
Is there any provision made for customers who need to change or cancel flights - whether due to [COVID] infection or otherwise - but are unable to get through to the call centre before departure? Are these a no-show / forfeit situation?
As with many carriers, our call centre times are elevated due to both increased call volumes and the complexity of the queries, with customers looking for regulatory and travel information. To assist our customers, we have recalled all available call centre employees and we have been hiring and training more agents.
But it is important to note that customers who wish to modify or cancel a flight can do so via our website. Customers also have options to make changes and request refunds or travel credit vouchers if their plans change. We have put in place several online tools to enable customers to initiate these changes. (Please note that if a customer booked through a travel agent originally, they must contact the travel agent, as the travel agent controls their file.)
To further assist our customers, many of whom call for information about government regulations and entry requirements, Air Canada has developed a Travel Ready hub. It is an interactive, online tool that makes it easy and quick for our customers to obtain all of the essential travel information. In particular, the portal allows customers to review the entry requirements for each country on their itinerary, including connecting countries, and takes into consideration trips with an Air Canada partner carrier. The hub is accessible at aircanada.com and on the mobile version of the Air Canada website.