FlyerTalk Forums - [OVER 48 HOURS FROM DEPARTURE] AC changed/cancelled my flight. What are my options?

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[OVER 48 HOURS FROM DEPARTURE] AC changed/cancelled my flight. What are my options?

AC cancelled one of my flights and booked me on an alternate 2 hours 40 minutes earlier. I didn't like the new time but also wasn't ready to pick an alternate yet, so I called in and the Concierge agent I spoke to at the time said he'll leave a note that I can choose a different flight at a later date once I'm ready.

A couple days later, the system apparently took my silence as acceptance of the automatic rebooked flight. Now I just called back in to try to change the flight to one day later, and the agent I'm speaking to now is saying that involuntary schedule changes under 3 hours in different does not entitle passengers to a date change free of charge. She does not care for the note by her colleague.

Is this a new rule?

EDIT: The agent ultimately allowed me to make the change but made it a point to let me know she was making an exception and doing me a huge favour.

Quote:

Originally Posted by capedreamer (Post 33334772)

The international tariff was revised effective June 3, 2021 and sets a 3-hour limit as the threshold for refunds, in the event of a schedule change outside the airline's control (which is every single change since COVID started, as far as AC is concerned :rolleyes:). For re-booking (whether within or outside of the airline's control) or refunds for changes within the airline's control, it only says re-booking must be done in accordance with APPR. The domestic tariff (revised effective April 29, 2021) doesn't even have the 3-hour threshold, it's just APPR all around.

Because APPR is a frigging joke that was meant to cover day-of-travel delays and cancellations, it offers very little protection in this area.

Here is the relevant page from the APPR website. I've excerpted the key text below within the spoiler feature to keep the size manageable. All bold is from the original. I have added the italics to distinguish the text from the APPR site, but not used the quote feature so that it will be included in quotes when others reply to this post.

Spoiler

For situations within the airline's control (including safety related situations):

Large airlines must rebook you on the next available flight operated by them, or an airline with which they have a commercial agreement, on any reasonable route from the same airport.

If that flight would depart more than 9 hours after your original departure time, the airline must rebook you on a flight of any airline on any reasonable route from the same airport.
If the airline cannot rebook you on a flight from the same airport within 48 hours of the original departure time, they will have to book you on a flight operated by any airline leaving another airport, if there is one nearby, and transport you to that airport.

Small airlines must rebook you on the next available flight operated by them, or an airline with which they have a commercial agreement, on a reasonable route from the same airport.

If an airline (large or small) offers rebooking arrangements that do not meet your needs, you can refuse the arrangements and receive a refund for the part of the ticket that you have not used instead.

If your trip no longer serves its purpose because of the disruption, the airline must return you to your point of departure and refund your entire ticket (as if no part of the trip had been made).

If you have chosen to receive a ticket refund instead of being rebooked on another flight, for situations within the airline's control and not safety-related, you are entitled to the following compensation: $400 for large airlines, and $125 for small airlines.

For situations outside the airline's control:

Large airlines must rebook you on the next available flight operated by them, or an airline with which they have a commercial agreement, on a reasonable route from the same airport.

If that flight would not depart within 48 hours of the end of the event that caused the delay or cancellation, the airline must rebook you on a flight operated by any airline travelling on a reasonable route from the same airport.
If the airline cannot rebook you on a flight leaving from the same airport within 48 hours after the end of event that caused the delay or cancellation, they will have to book you on a flight on any airline leaving another airport, if there is a reasonable option nearby, and transport you there.

Small airlines must rebook you on the next available flight operated by them, or an airline with which they have a commercial agreement, on a reasonable route from the same airport.

In all cases, routing of the new flight(s) must be reasonable.

There is no refund requirement for flight delays or cancellations outside the airline's control, unless one is included in an airline's tariff.

The bottom line, in your case, is that you could try to refuse the new routing and request a new one because the one they've offered is not "reasonable", but APPR does not define what's reasonable. This is a huge downgrade from the old AC tariffs.

As for whether she was doing you a favour, not necessarily, but it's unclear what internal guidelines AC has set to allow agents to determine what will be "reasonable" under APPR. If they have set a 3-hour limit, that's bloody awful.

One reason airlines like it when you book direct with them is that they maintain control of your ticket and can make unauthorized changes like this and then just let you know. Or not.

Quote:

Originally Posted by Adam Smith (Post 33334826)

Spoiler

If that flight would depart more than 9 hours after your original departure time, the airline must rebook you on a flight of any airline on any reasonable route from the same airport.
If the airline cannot rebook you on a flight from the same airport within 48 hours of the original departure time, they will have to book you on a flight operated by any airline leaving another airport, if there is one nearby, and transport you to that airport.

If your trip no longer serves its purpose because of the disruption, the airline must return you to your point of departure and refund your entire ticket (as if no part of the trip had been made).

If that flight would not depart within 48 hours of the end of the event that caused the delay or cancellation, the airline must rebook you on a flight operated by any airline travelling on a reasonable route from the same airport.
If the airline cannot rebook you on a flight leaving from the same airport within 48 hours after the end of event that caused the delay or cancellation, they will have to book you on a flight on any airline leaving another airport, if there is a reasonable option nearby, and transport you there.

Thanks for this! Very helpful.

If the itinerary involved a US point, then DoT specifically prohibit CoC from being retroactive applied.

I had an agent reference the 3 hour rule recently on a domestic schedule change and would not even allow a change to an earlier flight on the same day without repricing the ticket. Had a YYZ-YYC where the flight got moved ~1 hour later. I was OK with earlier, but not OK with later, so I called to ask to be moved to the earlier flight. Agent said that because the flight change was <3 hours, it would have to be a voluntary change and would need to pay fare difference at the current prices. I asked them to escalate and they put me on hold and came back and confirmed that they can't deviate from the 3 hour policy and if I wanted to switch to the earlier flight due to the schedule change, it would be a voluntary change with associated fare difference. AC was being unreasonable IMO so I just cancelled the ticket.

Quote:

Originally Posted by seawolf (Post 33335637)

If the itinerary involved a US point, then DoT specifically prohibit CoC from being retroactive applied.

US was indeed involved.

With out opening up the whole APPR debacle again, based on Adam Smith 's analysis, I wonder how "event" is defined here during COVID times:

Quote:

If that flight would not depart within 48 hours of the end of the event that caused the delay or cancellation,

I'm assuming that AC interprets "end of the event" to refer to the original flight time?

Quote:

Originally Posted by keitherson (Post 33335253)

One reason airlines like it when you book direct with them is that they maintain control of your ticket and can make unauthorized changes like this and then just let you know. Or not.

what is a better option?

Quote:

Originally Posted by gcashin (Post 33335782)

I was in the exact same situation, also on YYZ - YYC. I called in last week, asked to be switched to the earlier flight, and the agent happily did it without any pushback. Maybe I got lucky? I would have been really annoyed if AC had refused after they changed the schedule.

Quote:

Originally Posted by cruisegus (Post 33336583)

what is a better option?

Travel agent

Would a TA be able to break AC policies/tariffs without getting a debit memo?

Quote:

Originally Posted by canadiancow (Post 33340333)

Would a TA be able to break AC policies/tariffs without getting a debit memo?

No, but your ticket doesn't get reissued automatically so everything needs to be confirmed

But sure, if you book tickets intending to break tariffs and policies, go book it yourself

Air Canada Cancellation, Rebooked to other airline (Downgraded from Premium E to E)

I was booked on "City in USA" - YYZ - "City in Asia" on Air Canada Premium Economy class.
Fifteen hours before the flight, I got an email saying that my flight "City in USA" to YYZ was canceled due to crew constraint.
I called the AC customer service and was on hold for 1hr 45minutes. I was rebooked to Economy class of other airline flight which does not have premium economy class.
I knew it would be a long shot. But I argued that I would like to be upgraded to Business if there is no premium economy class. The agent talked to his supervisor and I was told No. I am glad I made to my final destination safely. However, I think at least I need to get a partial refund for the price I paid for the AC Premium Economy.

I do not travel AC often. Therefore, I do not have knowledge about the refund request.

My questions are
1. How can I request the refund? Is this something AC would be willing to provide refund? How quickly does AC reply?
2. I would like to get refund to my credit card, not voucher/e-ticket. How does AC handle the refund process?
3. How does AC calculates fare difference of Premium E and E of one-way in an international round trip ticket?

I am a Premier Platinum on United (Star alliance gold)
Thanks in advance.

AC only provides actual PE service on a few routes between US and Canada. What was the "City in the US"? We're you actually booked in PE on the NA segment?

In terms of your questions, they may provide a refund (although doubtful), but it would be prorated and therefore an extremely small amount. You might get better value with a comp voucher and/or discount code.

Edit to add - I assumed that you were rebooked in Y to YYZ, and still picked up your PE flight. If so, my first question may not be relevant.