Originally Posted by
dand99
Booked a LAX-YUL flight yesterday, had to cancel a couple of hours before the flight.
Tried via "manage my booking" (about two and a half hours before the flight) - "cancel" was greyed out. Could only cancel my check-in, nothing else.
Tried the call center. Got disconnected a couple of times, then was kept on hold for close to an hour before having to hang up. No response.
Tried via twitter - no response.
Managed to get in touch with the AC ground supervisor for the flight (was in LAX) - he could remove me from the flight but nothing else.
SO is it going to be a pain to get a refund on this ticket ? (comfort fare - also within 24-hour free cancelation window)
- since technically I was a no-show, due to the fact that AC was unavailable via every channel I could try....
(+am trying to contact AC now - "due to high call volume" not even accepting calls...)
I am assuming your flight was purchased directly from Air Canada.
There is some user error here so you may have a tougher time getting a refund.
I understand the 24 hour cancelation window does not apply when the fare is purchased so close before departure. However, fare class can still override this.
By checking-in - you have contracted with Air Canada your intention to take the flight and, therefore, not make a same day change or cancel the flight. You checking in caused the flight change options to grey-out.
Canceling your check-in may have re-opened cancelation options unique to your fare class.
You'll have to go through the tariff but I don't think Comfort Fares are refundable up to the moment of departure. I thought it was around -120 or -180 minutes.
You may be able to still request a refund by presenting Air Canada with evidence they made it impossible to speak to an agent. It sounds like you only started this process around -150 minutes which is not a lot of time.
I "had to hang up" after nearly an hour on hold may not be enough effort on your part. During COVID-19 I was able to get more accommodation from Air Canada after showing them I was on hold for 7 or 8 hours and then disconnected.
So, yes, you will be asking Air Canada for a favour combined with the fact it is sometimes difficult to get them to answer the phone.