Dec 10, 2020, 7:55 pm
Last edit by: Adam Smith
As of April 13, 2021 (in conjunction with the federal government bailout), AC is providing refunds for flights cancelled due to COVID, which applies to tickets with travel after February 1, 2020, and purchased before April 13, 2021. This includes flights cancelled by customers rather than AC.
Going forward (i.e. tickets purchased on or after April 13, 2021), cancelled flights will be refunded if AC does not offer a re-booking option with departure +/- 3 hours from the original time.
AC refund portal
Online refund request form
Press release on the bailout
Going forward (i.e. tickets purchased on or after April 13, 2021), cancelled flights will be refunded if AC does not offer a re-booking option with departure +/- 3 hours from the original time.
AC refund portal
Online refund request form
Press release on the bailout
Master thread Air Canada Refunds vs credits; Class action lawsuit filed
Aug 19, 2020, 10:45 am
#931
Formerly known as newbie elite
Join Date: Feb 2002
Location: YUL
Programs: IHG Diamond Ambassador, Accor Platinum, AC50K
Posts: 2,927
Quebec government will be pushing for refunds from AC (and others) in the Fall using the province's consumer protection laws (which have been given some teeth by the courts here). Only found this article in french
https://www.lapresse.ca/voyage/2020-...e-solution.php
https://www.lapresse.ca/voyage/2020-...e-solution.php
Aug 19, 2020, 3:09 pm
#932
Join Date: Feb 2020
Posts: 1,203
Quebec government will be pushing for refunds from AC (and others) in the Fall using the province's consumer protection laws (which have been given some teeth by the courts here). Only found this article in french
https://www.lapresse.ca/voyage/2020-...e-solution.php
https://www.lapresse.ca/voyage/2020-...e-solution.php
https://montrealgazette.com/news/loc...quebec-pledges
Aug 19, 2020, 8:51 pm
#933
Join Date: Mar 2007
Posts: 4,784
still waiting here (and cannot use voucher for the 25% off sale, DUH)
Aug 19, 2020, 10:46 pm
#934
Suspended
Join Date: Nov 2007
Location: YVR
Programs: Air Canada Super Elite 2+ Million Miles
Posts: 2,478
delete
Last edited by skybluesea; Dec 21, 2020 at 11:19 am
Aug 20, 2020, 8:57 am
#935
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,422
So I purchased an AC ticket from the USA to Japan using my Citi Thank You points. The flight has now been cancelled and I obviously want a refund. AC says "voucher only." This is obviously in direct violation of US DOT regulations which state: "Although the COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines’ obligation to refund passengers for cancelled or significantly delayed flights remains unchanged." AC now seems to have a "dead letter" policy regarding handling these matters. There's no one you can actually talk to about. They say you can send them an email, and they'll get back to you sometime.
I'm trying to lean on Citi's travel agency to refund me the money. Is it reasonable to assume that they are ALSO in violation of the law by refusing to refund me the ticket price? I assume the law does not allow them to say "well, we're just following the airline's guidelines." Does anyone have a strategy how to proceed here? I mean, I can file a DOT complaint. It doesn't seem like this has helped anyone yet, though. Maybe a small claims case would help, with AC and Citi as defendants? What a needless PITA, though.
I'm trying to lean on Citi's travel agency to refund me the money. Is it reasonable to assume that they are ALSO in violation of the law by refusing to refund me the ticket price? I assume the law does not allow them to say "well, we're just following the airline's guidelines." Does anyone have a strategy how to proceed here? I mean, I can file a DOT complaint. It doesn't seem like this has helped anyone yet, though. Maybe a small claims case would help, with AC and Citi as defendants? What a needless PITA, though.
Aug 20, 2020, 10:58 am
#936
Join Date: Jan 2017
Location: SFO/SJC/OAK
Programs: OZ Diamond (*G), KQ Asante Gold (ST+), Hilton Diamond, IHG Diamond, Marriott Gold
Posts: 1,511
So how long does it take to receive the Aeroplan miles when choosing to convert an Air Canada ticket to Aeroplan miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
Aug 20, 2020, 12:33 pm
#937
Join Date: Apr 2008
Location: Ottawa
Programs: Altitude E50K / *G
Posts: 924
So how long does it take to receive the Aeroplan miles when choosing to convert an Air Canada ticket to Aeroplan miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
Aug 20, 2020, 12:42 pm
#938
Join Date: Oct 2012
Location: YYC
Programs: AC SE
Posts: 2,342
So how long does it take to receive the Aeroplan miles when choosing to convert an Air Canada ticket to Aeroplan miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
Aug 20, 2020, 2:08 pm
#939
Join Date: Feb 2020
Posts: 1,203
So I purchased an AC ticket from the USA to Japan using my Citi Thank You points. The flight has now been cancelled and I obviously want a refund. AC says "voucher only." This is obviously in direct violation of US DOT regulations which state: "Although the COVID-19 public health emergency has had an unprecedented impact on air travel, the airlines’ obligation to refund passengers for cancelled or significantly delayed flights remains unchanged." AC now seems to have a "dead letter" policy regarding handling these matters. There's no one you can actually talk to about. They say you can send them an email, and they'll get back to you sometime.
I'm trying to lean on Citi's travel agency to refund me the money. Is it reasonable to assume that they are ALSO in violation of the law by refusing to refund me the ticket price? I assume the law does not allow them to say "well, we're just following the airline's guidelines." Does anyone have a strategy how to proceed here? I mean, I can file a DOT complaint. It doesn't seem like this has helped anyone yet, though. Maybe a small claims case would help, with AC and Citi as defendants? What a needless PITA, though.
I'm trying to lean on Citi's travel agency to refund me the money. Is it reasonable to assume that they are ALSO in violation of the law by refusing to refund me the ticket price? I assume the law does not allow them to say "well, we're just following the airline's guidelines." Does anyone have a strategy how to proceed here? I mean, I can file a DOT complaint. It doesn't seem like this has helped anyone yet, though. Maybe a small claims case would help, with AC and Citi as defendants? What a needless PITA, though.
- call Citi cards (more than once if necessary) and try to reach a competent agent in the disputes department.
- Ask to dispute the purchase transaction under the reason code services not received (code 13.1 for Visa, 4853 for Mastercard)
- Make sure to provide the DOT policy to support your dispute and emphasize that it supersedes Air Canada's policies
Aug 20, 2020, 2:33 pm
#940
FlyerTalk Evangelist
Join Date: Jan 2002
Location: Canada
Programs: UA*1K MM SK EBG LATAM BL
Posts: 23,305
So how long does it take to receive the Aeroplan miles when choosing to convert an Air Canada ticket to Aeroplan miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
I was hoping it would be instant so I can book a ticket immediately, but the website says it may take up to four weeks, which is unacceptable! Anyone have any DPs on how long it took to receive the miles?
If you indeed get these points in 4 weeks, you ll be the first.
Aug 20, 2020, 4:21 pm
#941
Original Member
Join Date: May 1998
Location: NYC
Programs: AA 2MM, Bonvoy LTT, Hilton Diamond
Posts: 14,638
- call Citi cards (more than once if necessary) and try to reach a competent agent in the disputes department.
- Ask to dispute the purchase transaction under the reason code services not received (code 13.1 for Visa, 4853 for Mastercard)
- Make sure to provide the DOT policy to support your dispute and emphasize that it supersedes Air Canada's policies
https://usa.visa.com/dam/VCOM/global...q-covid-19.pdf
https://www.mastercard.com/content/d...05.01.2020.pdf
Aug 20, 2020, 6:20 pm
#942
Join Date: Jan 2017
Location: SFO/SJC/OAK
Programs: OZ Diamond (*G), KQ Asante Gold (ST+), Hilton Diamond, IHG Diamond, Marriott Gold
Posts: 1,511
Ughhh I guess Lifemiles it is then. SO annoying because US-Europe will be going up with Aeroplan by the next time I need to book it. The 65% bonus looked to be a nice incentive but it really isn't.
Aug 20, 2020, 9:51 pm
#943
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,422
- call Citi cards (more than once if necessary) and try to reach a competent agent in the disputes department.
- Ask to dispute the purchase transaction under the reason code services not received (code 13.1 for Visa, 4853 for Mastercard)
- Make sure to provide the DOT policy to support your dispute and emphasize that it supersedes Air Canada's policies
Aug 21, 2020, 1:50 pm
#944
Join Date: May 2009
Posts: 767
So finally received the AC gift cards from two canceled flights that were booked with credit back in June.
Value stated correctly in the email but when trying to use both gift cards I get an error message stating that "this card is depleted." So they are worthless.
Either they weren't loaded correctly, or something behind the scenes messed up due to being originally booked on credits.
Value stated correctly in the email but when trying to use both gift cards I get an error message stating that "this card is depleted." So they are worthless.
Either they weren't loaded correctly, or something behind the scenes messed up due to being originally booked on credits.
Aug 21, 2020, 2:26 pm
#945
Join Date: Apr 2008
Location: Ottawa
Programs: Altitude E50K / *G
Posts: 924
So finally received the AC gift cards from two canceled flights that were booked with credit back in June.
Value stated correctly in the email but when trying to use both gift cards I get an error message stating that "this card is depleted." So they are worthless.
Either they weren't loaded correctly, or something behind the scenes messed up due to being originally booked on credits.
Value stated correctly in the email but when trying to use both gift cards I get an error message stating that "this card is depleted." So they are worthless.
Either they weren't loaded correctly, or something behind the scenes messed up due to being originally booked on credits.