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Group Policy and Ticketing instructions for bookings ... - Air Canada

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FOR YOUR REFERENCE:<br />

- The <strong>Air</strong> <strong>Canada</strong> <strong>Group</strong> Quote <strong>for</strong>m can be accessed directly at<br />

http://www.aircanada.com/en/group/index.html.<br />

- The following documents are available on <strong>and</strong> can be downloaded from the<br />

Agent References tab:<br />

Equipment list Passenger Name list<br />

GROUP POLICY AND TICKETING INSTRUCTIONS<br />

A group includes a minimum of ten passengers travelling together on the last outbound flight <strong>and</strong> date to the<br />

same destination. For international travel, <strong>Air</strong> <strong>Canada</strong> must always be the first intercontinental carrier.<br />

- This policy applies to <strong>Canada</strong> <strong>and</strong> US points of sale, all markets <strong>and</strong> fare types.<br />

- The St<strong>and</strong>ard Rule applies year round <strong>and</strong> Peak Period Rule applies to select destinations/dates.<br />

- Travel is permitted as follows:<br />

o <strong>Air</strong> <strong>Canada</strong> online itineraries (referred to as AC online): all flights are operated by/marketed<br />

as <strong>Air</strong> <strong>Canada</strong>.<br />

o Interline itineraries: flights connect to/from other airlines from an <strong>Air</strong> <strong>Canada</strong> online<br />

international flight.<br />

- The <strong>Group</strong>s department can be reached by email:<br />

o [email protected] (<strong>for</strong> Canadian group PNRs)<br />

o [email protected] (<strong>for</strong> US group PNRs)<br />

- TIDS agencies: once <strong>Air</strong> <strong>Canada</strong> receives a signed contract from a TIDS agency, group tickets must be issued<br />

by <strong>Air</strong> <strong>Canada</strong>.<br />

DISCOUNTS<br />

<strong>Group</strong> discounts vary depending on the market (North America or international) <strong>and</strong> season. They apply to the<br />

base fare, stopover charges <strong>and</strong>/or mileage surcharge.<br />

- Within a market, combining discount levels are not permitted; the lowest percentage applies.<br />

- With international itineraries with domestic end-on-end fares; the international discount applies.<br />

- Child discounts do not apply; children are subject to the adult <strong>Group</strong> discount fare.<br />

PRICING<br />

- The base fare <strong>and</strong> fuel surcharge included as part of the air transportation charges (excluding any taxes, fees<br />

<strong>and</strong> charges) quoted at time of original booking date within the signed contract are guaranteed.<br />

- Downgrades are not permitted.<br />

ADDING PASSENGERS<br />

Subject to availability, additional passengers will be quoted the same fare/booking class. If the same booking<br />

class/fare is not available, additional passengers will be quoted at the next highest fare.<br />

BOOKING FEES<br />

A booking fee of $100 CAD/USD now applies, per group, to groups booked with <strong>Air</strong> <strong>Canada</strong> once the signed<br />

contract is received. Please note, the booking fee:<br />

- Is collected <strong>for</strong> TIDS agencies via an authorized credit card;<br />

- Is not collected from IATA/ARC agencies upon receipt of a signed contract. However, in the event of<br />

cancellation after the contract is signed, IATA/ARC agencies are accountable <strong>for</strong> the booking fee <strong>and</strong><br />

will be debited via BSP;<br />

- Is credited to the full payment at the time of ticketing;<br />

- Does not apply to Peak <strong>Policy</strong> group files

2<br />

PAYMENT DEADLINES<br />

DEPOSIT FOR NORTH AMERICAN/INTERNATIONAL (excluding Peak <strong>Policy</strong>):<br />

A deposit is required 60 days prior to departure (or 90 days prior to departure <strong>for</strong> groups originating in the USA via the<br />

Atlantic) <strong>for</strong> each seat booked. It is non-refundable.<br />

TIDS agency: AC will collect the deposit via authorized credit card. This deposit will be credited to the full payment.<br />

IATA/ARC agency: This non-refundable deposit will not be collected on the deposit due date but the agency will be<br />

accountable if the file is cancelled.<br />

St<strong>and</strong>ard <strong>Policy</strong>:<br />

o North America: $100 CA/US per seat<br />

o INTL: $100 CA/US per seat<br />

FULL PAYMENT<br />

For AC online: due 30 days prior to departure or at the time of booking <strong>for</strong> groups booked within 30 days of departure<br />

For interline itineraries: due 45 days prior to departure or at the time of booking <strong>for</strong> groups booked within<br />

45 days of departure<br />

NAME CHANGES – AIR CANADA ONLINE ONLY<br />

Name changes are free be<strong>for</strong>e tickets are issued. Once tickets are issued, name changes are permitted<br />

<strong>for</strong> a fee of:<br />

<br />

$50 CA/US per ticket <strong>for</strong> travel in North America<br />

$100 CA/US per ticket <strong>for</strong> international travel<br />

Name changes are not permitted with interline travel, including Lufthansa, Swiss International <strong>Air</strong> Lines,<br />

Austrian <strong>Air</strong>lines <strong>and</strong> United on Trans-Atlantic Joint Venture routes.<br />

CHANGES<br />

Full payment not received: Date of change request will determine the applicable fare/discount<br />

levels as the file will be re-quoted.<br />

Full payment received: Booking date will determine fare rules <strong>for</strong> change <strong>and</strong>/or<br />

cancellation. Once a change is made to a ticketed PNR, the new<br />

change <strong>and</strong>/or cancellation fare rules apply <strong>for</strong> any subsequent<br />

changes.<br />

Tour Conductor: Please refer to tour conductor section within this document.<br />

CHANGES AFTER Full PAYMENT-- PRIOR TO TICKETING<br />

Please contact the <strong>Group</strong> Desk by email to request the change. <strong>Group</strong> agents will adjust your PNR,<br />

assess the change fee <strong>and</strong> quote any applicable fare difference.<br />

- If the tickets are issued in exchange of the vMPD, you are required to collect the change fee, <strong>and</strong><br />

fare difference at time of exchange.<br />

TOUR CONDUCTOR TICKETS<br />

<strong>Air</strong> <strong>Canada</strong> offers Tour Conductor ticket(s) <strong>for</strong> <strong>Air</strong> <strong>Canada</strong> online <strong>and</strong> on Trans-Atlantic Joint Venture<br />

routes operated by LH, LX, OS <strong>and</strong> UA.<br />

St<strong>and</strong>ard rule: one <strong>for</strong> every 20 paying passengers (21st free)<br />

Please note:<br />

- Tour Conductor ticket can only be issued using the lowest booked inventory.<br />

- All taxes, applicable to the group fare, apply to the Tour Conductor ticket.<br />

This policy applies to group <strong>bookings</strong> made on/after June 3, 2013. Subject to change without prior notice.<br />

4/22/2014 3:09 PM

3<br />

- The number of tour conductor tickets is determined at time of full payment. Passengers added after full<br />

payment is provided, will not be included in the number of tickets counted <strong>for</strong> the Tour Conductor.<br />

- For itinerary changes on tour conductor tickets, the following conditions apply:<br />

Date changes only (no change to origin <strong>and</strong> destination)<br />

New travel date must be +/- 7 days from main group return date<br />

One booking code/fare higher – charge applicable change fee <strong>for</strong> the market<br />

Not permitted with Tour Conductor tickets:<br />

Travel in Business Class/Premium rouge/<br />

Premium Economy<br />

Frequent Flyer Miles accumulation<br />

eUpgrade Credits<br />

For group <strong>bookings</strong> made on/after August 5, 2013, IATA agencies are no longer required to<br />

exchange a vMPD <strong>for</strong> full payment prior to providing names <strong>for</strong> ticketing. If your group booking<br />

was made prior to August 5, 2013, please follow the process below.<br />

vMPD PROCESS FOR FULL PAYMENT IN BSPLINK (<strong>for</strong> <strong>bookings</strong> made prior to Aug. 5, 2013)<br />

Please remember:<br />

The value of the vMPD must reflect the total value <strong>for</strong> all passengers, excluding TC ticket(s)<br />

Full payment constitutes ticketing; there<strong>for</strong>e all fare rules apply.<br />

Submit the full payment using a vMPD. Once you’ve processed the vMPD in BSPlink, <strong>Air</strong> <strong>Canada</strong> will<br />

automatically enter a protected remark on the PNR.<br />

You must issue your tickets in exchange of that vMPD. All tickets must be issued the same day, <strong>and</strong> if<br />

the entire value is not used, the difference is <strong>for</strong>feited.<br />

Earn 5% when you book Tango <strong>for</strong> travel within North America, including Hawaii.<br />

Enter 5% in the commission box of the tickets.<br />

TIPS TO FILL A vMPD FOR GROUP PAYMENT<br />

vMPD name<br />

Identical as the <strong>Group</strong> Name of the PNR<br />

Reason <strong>for</strong> issue<br />

Specified Miscellaneous Charges<br />

Reason <strong>for</strong> issuance code J-Deposit Down Payment<br />

Remarks - Full Payment CAD 500 x 20 seats = CAD 10,000<br />

Note: Fare <strong>and</strong> Fuel Surcharge are guaranteed, however<br />

taxes <strong>and</strong> fees are re-assessed at time of final payment.<br />

PNR Reference/<strong>Air</strong>line Data AC locator number. Use the main one, if multiple PNRs exist.<br />

Commission Box<br />

N/A – Claim Commission on tickets<br />

Tour Code Box<br />

<strong>Group</strong> Contract Number must be entered<br />

- Once a vMPD has been used, <strong>Air</strong> <strong>Canada</strong> will mark it ‘USED’ in BSPlink.<br />

With the full payment, the value submitted to <strong>Air</strong> <strong>Canada</strong> through vMPD, must be equal to the full amount<br />

of all tickets that will be issued by your agency.<br />

4<br />

For more in<strong>for</strong>mation about vMPD, please consult www.bsplink.iata.org:<br />

- Select “Download Centre”<br />

- Select BSP Customer Manuals <strong>for</strong> required in<strong>for</strong>mation or the <strong>Air</strong> <strong>Canada</strong> travel agent website.<br />

DEVIATIONS<br />

Deviations to return dates are permitted only with <strong>Air</strong> <strong>Canada</strong> online travel. Up to 25% of the group can<br />

return up to 7 days be<strong>for</strong>e or after the main group return date.<br />

Cabin deviations are permitted, both inbound <strong>and</strong> outbound.<br />

STOPOVERS AND OPEN JAWS<br />

Permitted as per fare rule.<br />

FEED-INS<br />

Passengers travelling with the main group, but originating in a different city, are permitted.<br />

SEAT SELECTION<br />

Generic advance seat selection is done at time of booking, free of charge. Specific seat selection is not<br />

permitted.<br />

TERMS AND CONDITIONS SPECIFIC TO PEAK PERIOD TRAVEL FOR<br />

ASIA/<br />

/ TEL AVIV<br />

ATTRITION<br />

Attrition is not permitted.<br />

The booking fee does not apply to Asia/Tel Aviv peak period group files.<br />

PEAK PERIOD RULE<br />

Should any part of the itinerary fall within the below-mentioned dates, the peak<br />

period rule will apply:<br />

For travel to Asia June 20 – July 4<br />

December 13 - 28<br />

For travel from Asia June 15 – September 15<br />

January 1 - 31<br />

For travel to/from Tel Aviv April 10 – April 30<br />

June 20 – June 30<br />

July 15 – September 5<br />

September 15 – October 31<br />

December 15 – January 8<br />

March 30 – April 19<br />

5<br />

DEPOSIT:<br />

Applicable upon receipt of a signed contract <strong>for</strong> each seat booked. It is non-refundable.<br />

TIDS agency: AC will collect the deposit via authorized credit card 2 days after the signed contract is received. This<br />

deposit will be credited to the full payment.<br />

IATA/ARC agency: This non-refundable deposit will not be collected on the deposit due date (14 days after the booking<br />

date) but the agency will be accountable if the file is cancelled.<br />

Peak policy:<br />

$500 CA/US per seat in the Economy Class cabin $100 CA/US per seat in the Business Class cabin<br />

Booking Date<br />

Peak Period Rule<br />

91 or more days from departure Full payment due 90 days prior to<br />

departure<br />

90-61 days from departure Full payment required<br />

60-31 days from departure Full payment <strong>and</strong> ticketing required<br />

30 or less days from departure Full payment <strong>and</strong> ticketing required<br />

Please note full payment is 100% non-refundable <strong>and</strong> is non-transferable.<br />

NAME CHANGES<br />

Name changes are not permitted during peak period or interline itineraries.<br />

NAMES <strong>and</strong> TICKETING:<br />

Peak:<br />

o Online – 14 days prior to departure or at the time of booking <strong>for</strong> groups booked within 14 days of dep.<br />

o Interline – 45 days prior to departure or at the time of booking <strong>for</strong> groups booked within 45 days of dep.<br />

Peak policy: one <strong>for</strong> every 25 paying passengers (26 th free)<br />

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FOR YOUR REFERENCE: - The <strong>Air</strong> <strong>Canada</strong> <strong>Group</strong> Quote <strong>for</strong>m can be accessed directly at http://www.aircanada.com/en/group/index.html. - The following documents are available on <strong>and</strong> can be downloaded from the Agent References tab: Equipment list Passenger Name list GROUP POLICY AND TICKETING INSTRUCTIONS A group includes a minimum of ten passengers travelling together on the last outbound flight <strong>and</strong> date to the same destination. For international travel, <strong>Air</strong> <strong>Canada</strong> must always be the first intercontinental carrier. - This policy applies to <strong>Canada</strong> <strong>and</strong> US points of sale, all markets <strong>and</strong> fare types. - The St<strong>and</strong>ard Rule applies year round <strong>and</strong> Peak Period Rule applies to select destinations/dates. - Travel is permitted as follows: o <strong>Air</strong> <strong>Canada</strong> online itineraries (referred to as AC online): all flights are operated by/marketed as <strong>Air</strong> <strong>Canada</strong>. o Interline itineraries: flights connect to/from other airlines from an <strong>Air</strong> <strong>Canada</strong> online international flight. - The <strong>Group</strong>s department can be reached by email: o [email protected] (<strong>for</strong> Canadian group PNRs) o [email protected] (<strong>for</strong> US group PNRs) - TIDS agencies: once <strong>Air</strong> <strong>Canada</strong> receives a signed contract from a TIDS agency, group tickets must be issued by <strong>Air</strong> <strong>Canada</strong>. DISCOUNTS <strong>Group</strong> discounts vary depending on the market (North America or international) <strong>and</strong> season. They apply to the base fare, stopover charges <strong>and</strong>/or mileage surcharge. - Within a market, combining discount levels are not permitted; the lowest percentage applies. - With international itineraries with domestic end-on-end fares; the international discount applies. - Child discounts do not apply; children are subject to the adult <strong>Group</strong> discount fare. PRICING - The base fare <strong>and</strong> fuel surcharge included as part of the air transportation charges (excluding any taxes, fees <strong>and</strong> charges) quoted at time of original booking date within the signed contract are guaranteed. - Downgrades are not permitted. ADDING PASSENGERS Subject to availability, additional passengers will be quoted the same fare/booking class. If the same booking class/fare is not available, additional passengers will be quoted at the next highest fare. BOOKING FEES A booking fee of $100 CAD/USD now applies, per group, to groups booked with <strong>Air</strong> <strong>Canada</strong> once the signed contract is received. Please note, the booking fee: - Is collected <strong>for</strong> TIDS agencies via an authorized credit card; - Is not collected from IATA/ARC agencies upon receipt of a signed contract. However, in the event of cancellation after the contract is signed, IATA/ARC agencies are accountable <strong>for</strong> the booking fee <strong>and</strong> will be debited via BSP; - Is credited to the full payment at the time of ticketing; - Does not apply to Peak <strong>Policy</strong> group files

• Page 2 and 3: 2 PAYMENT DEADLINES DEPOSIT FOR NOR
• Page 4 and 5: 4 For more information about vMPD,

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It’s better when you travel together, which is why our Delta Group Specialists can help show you how easy it is to book airfare for everyone.

Get Your Group Ready for Takeoff

Delta Group Specialists customize Delta flight itineraries for groups of 10 or more passengers traveling on the same flight. You’ll get the advantage of competitive fares, flexible ticketing options and support in booking and managing your group’s travel. Your booking will be secured with a booking fee and deposit as outlined in your contract.

Use the following chart for details on how far in advance group travel can be booked.

For assistance with booking group travel, contact our representatives at 800-532-4777 , Monday through Friday 8 A.M. – 8 P.M. EST.

For our managed agency partners, please contact your Sales Account Executive for assistance.

BOOK GROUP TRAVEL NOW   (U.S./CA travel only)

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General Group Contract Terms and Conditions:

These details supplement, and are hereby incorporated into, your Group Contract with Delta Air Lines.  Delta reserves the right to change these terms at any time without notice; however, the terms in effect on the date you execute your Group Contract will apply.

• These Group Contract Terms and Conditions detail standard policies for group reservations; however, terms are subject to additional restrictions during peak travel periods as designated by Delta Air Lines, Inc.
• A group consists of 10 or more passengers traveling together on at least one common flight segment. In the event your group does not meet the minimum of 10 passengers, this booking will be cancelled, any deposit will be forfeited, and passengers may contact Delta about creating a new booking as individual travelers, which will be for the fare available at that time.
• Any changes requested to the Group Contract will require a renegotiation of fare and terms. Additions to your group may be at a different fare from the main group.  Individual deviations from the group itinerary may be available with additional fees and payment of any additional airfare.  A nonrefundable booking fee may also apply as specified in your Group Contract.
• You are also responsible for compliance with any applicable laws or regulations in the discussion of these fares with your customers.
• The information regarding this group is confidential between the travel agent or group leader and Delta’s Group and Specialty Sales Center.  Therefore, no information will be given to, nor changes made on behalf of, individual group members.
• Group tickets are not eligible for SkyMiles upgrades, and mileage accrual will be according to the SkyMiles program accrual policy for unpublished or opaque fares.
• All travel pursuant to this reservation shall be subject to Delta's applicable contract of carriage (and general rules tariff) and all applicable fare rules and restrictions.
• All necessary travel documentation to comply with governmental travel requirements (e.g., passports and visas) are the responsibility of the passenger. DL is not liable for any travel issues resulting from lack of proper documentation.
• Delta reserves the right to change equipment or schedules without notice.

Deviation Policies:

A deviation is defined as a change to the date, time or routing.  Any deviations may be at a different fare from the main group. Notwithstanding the foregoing, the main group must maintain group minimum requirements .  Your group may book deviations from the original group as follows:

• Prior to the group's utilization date an unlimited number of passengers may deviate from the group itinerary on either the outbound or the return at the applicable fare with no deviation fee.
• After the utilization date a maximum of 30% of the group may deviate on the outbound or return for a US$25.00 per person domestically and US$50.00 per person internationally nonrefundable deviation fee plus the applicable fare difference.
• The percentage of passengers who may deviate is based on the total number of seats held by the group at utilization date.
• Feeders (passengers wishing to travel from a different city connecting to the main group travel segment(s)) are not included in this limitation and may be done at any time prior to ticketing at the applicable fare for the new itinerary.
• A credit card is the only acceptable form of payment for deviations and is required at the time the deviation is booked.
• Passengers may make changes after ticketing at the applicable fare upon payment of the applicable ticket change or reissue fee plus any difference in fare.
• Once travel has commenced routing changes are not permitted.  Changes to the return travel date or time only will be permitted at the applicable fare with the appropriate ticket reissue fee and any difference in fare.

Utilization Policy:

In consideration for Delta's agreement to hold this seat inventory for your group, you agree to pay Delta a cancellation fee listed on your contract per seat, assessed from the deposit, if you fail to comply with the ticketing deadlines and/or if you fail to use at least the utilization percentage of the seats that we have reserved for you, as specified in your contract.

If there is no Deposit Due date, no deposit funds are due. The following policy applies only if a deposit is collected:

• If your group does not meet the minimum of 10 or individual members do not travel with the group, (a) the deposit will be forfeited and (b) passengers will be considered individual travelers and must be ticketed at the applicable fare.

If the Utilization is listed as 100%, the deposit will be refunded for ticketed passengers only.

If you fail to use at least the utilization requirement percentage of the seats that we have reserved for you, the amount of the cancellation fee will be calculated as follows:

• It is your responsibility to obtain a cancellation reference number from Delta for complete cancellations. Delta's business records will conclusively determine the time and date of any cancellation.
• Partial cancellations do not require a cancellation reference number.
• A new confirmation letter will be distributed at the time of any reductions, deviations, feeder additions or other itinerary changes.
• Until the last day to cancel/reduce without penalty:  100% of the seats may be cancelled without a cancellation fee.
• Except to the extent otherwise expressly specified in your contract, from the last day to cancel/reduce without penalty until 60 days before departure:  must maintain the minimum main group utilization requirement percentage of seats held for a full deposit refund.
• If you use some, but less than utilization requirement percentage, of the seats held, you will be charged the cancellation fee specified in your Group Contract for each seat below the utilization requirement percentage minimum.
• If  all  the seats on your reservation are cancelled after the utilization date specified in your contract, the entire deposit will be forfeited.
• 60 days or less before departure: Deposits will be refunded for ticketed passengers only within 60 days of the commencement of travel.
• Any applicable cancellation fee will be collected from the deposit on file.

Any and all matters arising out of or relating to the Group Contract and/or the subject matter hereof shall be governed by and enforced in accordance with the laws of the United States of America and, to the extent not preempted by Federal law, the laws of the State of Georgia without regard to conflict of law principles, regardless of the legal theory upon which such matter is asserted. The Group Contract, including the Ticket, Fare Rules, and Contract of Carriage as applicable, represents the entire agreement between the parties relating to transportation pursuant to this Agreement, and shall supersede all prior representations, understandings or agreements pertaining thereto, either oral or written. No other covenants, warranties, undertakings or understandings may be implied, in law or in equity. 

Delta shall not be liable for any punitive, consequential or special damages arising out of or in connection with the Group Contract, carriage or other services performed by Delta, whether or not Delta had knowledge that such damage might be incurred.  Delta shall not be liable for any damage arising out of its compliance with any laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s failure to comply with such laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s reliance on advice provided by Delta regarding such laws, regulations, orders, rules, requirements or security directives.  Election or failure by Delta to enforce any provision of the Group Contract shall not constitute a waiver of its rights and remedies with regard to such provision or any other provision.   No agent, servant, or representative of Delta has authority to alter, modify, or waive any provisions of the Group Contract or these Terms and Conditions.

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If you experienced a problem, you must first contact your airline to resolve it. If that does not work, you can make a complaint with us. The Canadian Transportation Agency (CTA) processes complaints and settles disputes between travellers and airlines.

Notice: CTA web services will be intermittently down Wednesday, August 14, 2024 between 6 pm and 12 am (ET) for preventive maintenance. This ensures the ongoing protection of the CTA data and systems.

If you are planning on submitting an Air travel complaint form online, we recommend doing so before or after this time period. If you choose to submit a form during the server maintenance period, there's a risk that the information may not be received properly. Please note that you will receive an email confirmation if your form is submitted successfully.

Canada Jetlines Air passengers - Important information about cessation of air operations

Make an air travel complaint

Issues we can help with

• Compensation for a flight delay, cancellation or tarmac delay
• Compensation and expenses for lost, delayed or damaged baggage
• Compensation for denied boarding (bumping)
• A refund of a ticket, part of a ticket, or a replacement ticket
• A refund of fees paid (baggage fees, seating fees, change fees, unaccompanied minor fees etc.)
• Reimbursement for out-of-pocket expenses (accommodation, transportation, food/drink)
• Other (refusal to transport, ticket issues, reservations, vouchers, credits, fares, loyalty programs, travelling with children)

Accessibility issues

• Persons with disabilities have a right to equal access to federal transportation services. We can help with complaints that are related to a person's disability and that relate to travel on the national transportation system
• Make an accessibility complaint

Issues we cannot help with

The CTA may be able to review complaints about the  air portion  of travel booked through a travel agency or as part of a tour package. 

Complaints about the  land portion  or  services  of travel booked through a travel agency or as part of a tour package (accommodation, transfers to and from airports, excursions, etc.) fall under provincial jurisdiction.

Please consult the  provincial or territorial government authority for consumers . Your travel agency or tour operator (including on-line reservations) must be registered with a provincial authority in Canada in order to help you.

For complaints about  customs ,  security screening ,  baggage inspection  or  airport security , visit the air transportation section of the Government of Canada  Consumer Hub .

For issues related to  airport facilities or services  (not related to accessibility), you can  contact the airport  directly.

They can help you with:

• Lost and found: items left in public areas in the airport terminal buildings
• Up-to-date flight information
• Terminal maps
• Food and shopping services
• Baggage storage
• Car rentals

For complaints about  airline customer service , you should  contact the airline  directly.

For complaints about  transportation safety  or  unsafe practices  on the plane, you can contact the  Transportation Safety Board of Canada .

For complaints related to  false advertising ,  pricing ,  mergers and acquisitions ; etc., contact the  Competition Bureau of Canada .

If you experience a  human rights issue  during air travel, such as discrimination on the basis of race, gender identity or expression, you can find out more about  human rights complaints and processes  or file a complaint directly with the  Canadian Human Rights Commission .

If you have an issue about  airplane noise , you can get more information from Transport Canada's  Managing noise from aircraft  website.

For issues related to  bilingual service , please contact the  Office of the Commissioner of Official Languages .

• Travel agents or tour operators
• Customs, immigration, or security
• Airport facilities and services (not related to accessibility)
• Airline customer service
• Aviation safety
• Unfair competitive services, including false advertising
• Human rights violation
• Airplane noise complaints
• Bilingual airline service

Already submitted a complaint?

• Check the status of your complaint online
• You do not have to submit a new complaint
• The wait time and the complaint process will not impact the compensation or other entitlements that you may be owed.

Before you make a complaint

• You must contact the airline in writing first and give them 30 days to reply .
• Check the deadlines for delays, cancellations or baggage .

You will be asked in the form to provide information about your flight and the problems you experienced. You will also need to upload your documents throughout the form.

• Proof that you contacted the airline in writing
• Airline ticket, booking confirmation or invoice
• Airline booking number or reservation code.
• Booking details, including the complete flight itinerary.
• Receipts for out-of-pocket expenses related to the problem you experienced
• Ticket number
• Boarding pass
• If you were denied boarding (bumping), you will need written confirmation of what the airline offered you
• Property Irregularity Report (PIR) or Incident report
• Damaged property report, if provided
• Complete list of missing or damaged items, including the value per item
• Receipts for replacement items

How the air travel complaint resolution process works

Step 1 : Passenger form submitted and goes into the queue

Step 2: Complaint resolution Start Notice issued (day 0)

Step 3: Airline answer and passenger reply

Step 4: Eligibility review 

Step 5 optional: Informal resolution — mediation (Starts by day 30) -->

Step 6: Final decision (completed by day 90)

➤ Read more about air travel complaint resolution process .

➤  air travel complaint decisions and orders, what you need to know about delays, cancellations and missing baggage, find out what you should do, and what your rights are.

• if your flight is delayed or cancelled
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• if your baggage is lost, damaged or delayed

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Air canada resumes ottawa to london heathrow non-stop international services beginning spring 2025.

Four-times weekly seasonal flights begin March 31, 2025

Only Canadian airline connecting Canada's capital to Europe

Wide array of connections at Heathrow across Europe , the Middle East , India and Africa

Air Canada will serve London Heathrow from six Canadian cities, with up to 63 weekly flights in summer 2025

MONTREAL , Aug. 14, 2024 /CNW/ - Air Canada today announced it is further boosting its schedule serving Canada's capital region with non-stop, international flights from Ottawa to London Heathrow. Flights will be operated four-times weekly with Air Canada's Dreamliner fleet offering a choice of three cabins beginning March 31, 2025 . Seats are available for purchase now at aircanada.com, via the Air Canada app, travel agents and Air Canada's contact centres.

"We are very pleased to solidify Air Canada's leadership serving our country's capital with the resumption of trans-Atlantic services beginning next spring. In addition to London being a top global destination, Heathrow is one of the world's primary global gateways as well as home to Air Canada's largest international operations. Conveniently located together with our Star Alliance partner airlines in The Queen's Terminal, Air Canada offers customers easy connections to a vast array of more than 30 destinations across Europe , the Middle East , India and Africa with our airline partners. With continued demand for visiting friends, relatives, leisure and tourism, as well as supporting business and corporate travel, this route gives customers from both the National Capital Region and abroad direct, convenient international travel options to and from Ottawa ," said Mark Galardo , Executive Vice President – Revenue and Network Planning at Air Canada.

"We are looking forward to the future delivery of Air Canada's new Airbus A321XLR fleet. The economics, optimum cabin size and range of the XLR which is expected to begin arriving in late 2025, will enable us to consider operating this important international route with greater frequencies and potentially with year-round service," concluded Mr. Galardo.

Air Canada's Ottawa-London Heathrow flight resumption announcement follows its recent announcement significantly expanding services from Ottawa  to points across Canada and sun leisure destinations this winter. As Air Canada will operate up to 229 weekly flights to and from Ottawa next year across a range of regional, domestic, international and transborder flights, the carrier has designated Ottawa as a test location for trialing and refining new customer service initiatives designed to improve the customer journey.

Ottawa-London Heathrow schedule:

Air Canada's international services

Air Canada's Boeing 787 Dreamliners offer a choice of three cabins: Air Canada Signature Class featuring lie-flat individual pods, Premium Economy featuring larger seats with additional leg room and premium services, and Economy featuring complimentary Chef-inspired and designed meals, wines, and beverages. All cabins have award-winning inflight entertainment screens at every seat with hours of complimentary onboard entertainment featuring more than 1,400 hours of movies, more than 1,900 hours of TV shows, more than 600 hours of music and podcasts, and featuring premier collaborations with Apple TV+, Audible, Disney+, Hayu. Customers have the opportunity to purchase wi-fi connectivity. Additionally, for all Air Canada Aeroplan members there is  free texting onboard wi-fi-equipped aircraft .

Air Canada has 27 Maple Leaf Lounges located in North America and worldwide for eligible customers.

Air Canada's onboard services on international flights showcase some of the best cuisine Canadian culinary talent has to offer with Air Canada's panel of celebrity chefs, including renowned Montreal chef Jérôme Ferrer and award-winning, Vancouver-based chefs David Hawksworth and Vikram Vij. Complementing the culinary journey is a selection of top wines chosen by leading Canadian sommelier, Véronique Rivest.

All customers have the opportunity to collect and redeem points with Aeroplan, Canada's leading loyalty program, when travelling with Air Canada, and eligible customers have access to priority check-in, Maple Leaf Lounges, priority boarding and other benefits.

Ottawa stakeholder quotes:

" Ottawa residents and business owners have been hoping and calling for a return of direct non-stop service to London . The restored flight will boost our local economy, increase tourism, and connect two world capitals. It will make it easier for residents to travel abroad, tourists to visit Ottawa , and businesses to launch and expand in our city. Thank you to Air Canada, the Ottawa International Airport Authority, and Ottawa Tourism for their hard work. And special thanks to all the residents who raised their voices and helped make this possible. This is a big win for Ottawa ," stated Mark Sutcliffe , Mayor of Ottawa .

"We're absolutely thrilled that YOW is once again connected, non-stop, to London-Heathrow Airport. As a key destination for government officials, business leaders, and leisure travellers worldwide, having Canada's Capital Region back in the London mix elevates Ottawa - Gatineau on the global stage," said Mark Laroche , President and CEO of the Ottawa International Airport Authority. "Sincere thanks to the Mayor's office, our tourism partners, local businesses, and everyone who added their voice to the effort to reinstate this valued route."

"We are truly excited for Air Canada to launch this flight between Ottawa and London . This will make it even easier for visitors from the UK – Ottawa's top overseas market – and other key destinations to travel to Canada's capital to visit friends and family, to attend a conference or sporting event, and to experience our celebrated cultural gems and easy access to that world renowned Canadian nature." said Michael Crockatt , President and CEO of Ottawa Tourism. "Regardless of the reasons for travel, the tourism and hospitality businesses in Canada's capital are ready to warmly welcome visitors. We are grateful to all our partners for making this possible."

About Air Canada Air Canada is Canada's largest airline, the country's flag carrier and a founding member of Star Alliance , the world's most comprehensive air transportation network. Air Canada provides scheduled service directly to more than 180 airports in Canada , the United States and Internationally on six continents. It holds a Four-Star ranking from Skytrax. Air Canada's Aeroplan program is Canada's premier travel loyalty program, where members can earn or redeem points on the world's largest airline partner network of 45 airlines, plus through an extensive range of merchandise, hotel and car rental partners. Through Air Canada Vacations, it offers more travel choices than any other Canadian tour operator to hundreds of destinations worldwide, with a wide selection of hotels, flights, cruises, day tours, and car rentals. Its freight division, Air Canada Cargo, provides air freight lift and connectivity to hundreds of destinations across six continents using Air Canada's passenger and freighter aircraft. Air Canada aims to achieve an ambitious net zero emissions goal from all global operations by 2050. Air Canada shares are publicly traded on the TSX in Canada and the OTCQX in the US.

Internet:  aircanada.com/media

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SOURCE Air Canada

View original content to download multimedia: http://www.newswire.ca/en/releases/archive/August2024/14/c9623.html

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Canada Jetlines Air passengers - Important information about cessation of air operations

If you are affected by Canada Jetlines' cessation of air operations, the Canadian Transportation Agency (CTA) suggests the following:

• Passengers who have purchased a ticket for future travel with Canada Jetlines should contact their travel agent or transportation provider as soon as possible to see if it is possible to make alternative arrangements. If not, they may need to secure their own alternative travel arrangements.
• Passengers who paid for their tickets by credit card should contact their credit card company to see what they are eligible for.
• If travel insurance was purchased, passengers should contact the insurance company to see if their coverage includes such circumstances.
• If passengers purchased their travel arrangements from a travel agent that is registered in Ontario, Quebec or British Columbia, they may be eligible for a refund from the provincial government authorities responsible for travel. Those authorities are the following:

Ontario Travel Industry Council of Ontario (TICO) Tel.: 1-888-451-8426 Email: [email protected] https://tico.ca/

Quebec Office de la protection du consommateur Tel.: 1-888-672-2556 https://www.opc.gouv.qc.ca/en/

British Columbia Consumer Protection BC Tel.: 1-888-564-9963 Start a complaint http://www.consumerprotectionbc.ca/

Morning Update: The end of small-city air travel

Good morning. It’s getting harder and harder to find flights out of small Canadian cities – more on that below, along with a return for Jasper residents and the water that’s hiding in the cracks of Mars. But first:

Today’s headlines

• Following the murder of a fraudster, Ontario’s Law Society is urged to warn lawyers who are working for notorious clients
• Donald Trump and Elon Musk talk about the assassination attempt and deportations during a glitchy chat on X
• Ukraine pummels Russia with drones in a bid to expand control, its biggest attack since the war began
• Israel keeps up its strikes in Gaza as fears of a wider war grow

Detour ahead. Christopher Katsarov/The Canadian Press

Transportation

Fewer flights, higher costs and countless detours.

If you want to travel from Halifax to Sydney, on Cape Breton Island, you can drive east for roughly four hours, not counting traffic or bathroom breaks. No car? Well, the Maritime Bus has a daily route that’ll take you there in seven hours. A train might be faster, but Via Rail yanked its service 34 years ago. Of course, you could fly, but not direct: After WestJet cancelled its routes in November, 2020, and Air Canada followed suit two months later, 240 direct flights each month vanished into thin air. Now, passengers just trying to get from one part of Nova Scotia to another have to stop over in Toronto or Montreal – and sometimes both.

According to new reports, it’s a problem playing out in small towns and medium-sized communities across Canada. Big-city travel has rebounded nicely since the pandemic hit: The Canadian Press found that over the past five years, flight volumes rose 12 per cent between Toronto and Vancouver, 19 per cent between Vancouver and Montreal, and 51 per cent between Ottawa and Calgary. You can even score a discount on those airfares, despite widespread inflation. But regional air travel remains well below 2019 levels, and you’ll definitely have to shell out for a flight. There are 100-per-cent fewer routes, for example, between Quebec City and Rouyn-Noranda, and prices for the trip have rocketed up by 173 per cent.

The road less travelled

At the start of the pandemic, when most fliers were staying put, airlines seized the chance to streamline their fleets: out with the clunky older models, in with newer and bigger planes. Our two main carriers reduced their roster of short-haul routes, too. Air Canada scaled back much of its operations in Western Canada, while WestJet pretty much dropped out of the market east of Winnipeg. Instead, they opted to load passengers from smaller communities onto fewer, larger flights – not just because half-empty planes eat into profit margins, but because cutting down on gas-guzzling takeoffs lowers the cost of fuel.

Sometimes, it can feel faster to walk. Sammy Kogan/The Globe and Mail

That allowed airlines to boost their profits and simultaneously make up for a pretty serious pilot shortage. Thousands of pilots lost their jobs early in the pandemic, and it’s been hard to replenish their ranks: Some ditched the industry altogether, while others fled for gigs in the States, where high travel demand has translated to 40-per-cent wage hikes over four years. That pay disparity is very much on the minds of the pilots who’ve remained in Canada. After a year of contract discussions, Air Canada and its pilot union still aren’t close to a deal, which means more than 5,000 pilots could go on strike as early as Sept. 17.

None of this helps Canadians trying to get around without a three-province plane detour. And for those who don’t have the means or inclination to drive, options are limited. In 2021, Greyhound cancelled the last of its service, blaming a lack of government funding and competition from Via Rail. But the train isn’t exactly a sure bet: Via’s routes were slashed by 55 per cent in 1989, and now 96 per cent of trips run along the Quebec City-Windsor corridor. Last year, just 59 per cent of Via’s passenger trains managed to get to their destination on time. (CN owns most of the tracks Via runs on and gives priority to its own freight trains.)

Sure, we could – and should! – invest in high-speed rail service. The federal government is looking into the possibility of 1,000 kilometres of dedicated tracks between Quebec City and Toronto, a stretch that accounts for 60 per cent of Canada’s population and 40 per cent of its GDP. But those trips still leave out residents in further-flung regions, who depend on timely air access for their medical appointments, their education, their groceries and jobs.

“Aviation is really a load-bearing wall holding our country together,” Reg Wright, the president and CEO of the Gander International Airport Authority, told The Canadian Press. “And there’s a lot of rural and remote communities like my own that are wholly dependent on air travel to have that economic and social utility and be meaningful participants in the global village.”

‘Some people might be able to stay. Some people may not.’

The remains of restaurants and businesses in Jasper on July 26. AMBER BRACKEN/The Canadian Press

The water and gas may not be on, but Jasper residents will be allowed to return to their homes, at least for a look, on Friday. In the wreckage of the wildfires, locals see an opportunity to both rebuild their community and to finally create the housing they’ve needed for decades. Read more about that here .

What else we’re following

At home: Days after he was meant to start his new job, Birju Dattani has resigned as Canada’s human rights commissioner, following an investigation into past tweets that raised concerns with some Jewish groups.

Abroad: Just outside of Athens, more than 700 firefighters battled an 25-metre-high blaze that moved “like lightning,” burning homes and businesses and blanketing the Greek capital in smoke.

Way abroad: New findings from NASA suggest an entire ocean’s worth of water may be hiding beneath the dusty red surface of Mars.

Big bucks: After cutting hundreds of jobs, the CBC paid out more than $18-million in bonuses this year – with roughly $3.3-million going to just 45 execs.

Bigger bucks: Despite U.S. and EU sanctions, US$2.3-billion in dollar and euro banknotes have made their way into Russia since the invasion of Ukraine 2½ years ago.

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Britain’s Violent Riots: What We Know

Officials had braced for more unrest on Wednesday, but the night’s anti-immigration protests were smaller, with counterprotesters dominating the streets instead.

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By Lynsey Chutel

After days of violent rioting set off by disinformation around a deadly stabbing rampage, the authorities in Britain had been bracing for more unrest on Wednesday. But by nightfall, large-scale anti-immigration demonstrations had not materialized, and only a few arrests had been made nationwide.

Instead, streets in cities across the country were filled with thousands of antiracism protesters, including in Liverpool, where by late evening, the counterdemonstration had taken on an almost celebratory tone.

Over the weekend, the anti-immigration protests, organized by far-right groups, had devolved into violence in more than a dozen towns and cities. And with messages on social media calling for wider protests and counterprotests on Wednesday, the British authorities were on high alert.

With tensions running high, Prime Minister Keir Starmer’s cabinet held emergency meetings to discuss what has become the first crisis of his recently elected government. Some 6,000 specialist public-order police officers were mobilized nationwide to respond to any disorder, and the authorities in several cities and towns stepped up patrols.

Wednesday was not trouble-free, however.

In Bristol, the police said there was one arrest after a brick was thrown at a police vehicle and a bottle was thrown. In the southern city of Portsmouth, police officers dispersed a small group of anti-immigration protesters who had blocked a roadway. And in Belfast, Northern Ireland, where there have been at least four nights of unrest, disorder continued, and the police service said it would bring in additional officers.

But overall, many expressed relief that the fears of wide-scale violence had not been realized.

Here’s what we know about the turmoil in Britain.

Where has the unrest taken place?

Protesters over the weekend took to the streets of a dozen cities across Britain, most of them in England. Trouble broke out from Aldershot in the south to Sunderland in the north and Liverpool in the west. Belfast, in Northern Ireland, was also drawn into the fray.

In some cases, the protesters were merely unruly, but in others the violence was more pronounced.

Where arrests have been reported

On Sunday, rioters set upon a hotel that was housing asylum seekers in the town of Rotherham, in northern England, breaking windows before surging inside as the police struggled to control them. No guests were injured in the melee, the police said.

In Middlesbrough, a group of rioters, some masked, hurled bottles and rocks at officers. Cars were set on fire, and at least nine people were arrested. On Saturday, a library and a food bank were set ablaze in Liverpool as groups damaged and looted businesses, and in Hull, fires were set and storefronts smashed in the city center.

Dozens of police officers were injured, including some who required trips to the hospital.

What set off the protests?

The unrest began after a teenager wielding a knife attacked a children’s dance class early last week in the seaside town of Southport, which is near Liverpool. Three children were killed, and eight were wounded.

The suspect was born and raised in Britain, but online rumors soon circulated that he was an undocumented immigrant. To counter those false claims, the authorities took the unusual step of publicly identifying him. The BBC has reported that the suspect’s parents are from Rwanda. The police have not disclosed a motive for the stabbing attack.

But with migration a flashpoint issue in Britain, especially on the far right, the rumors were all it took to set off violence.

Extremist groups urged their followers to take to the streets, and on the day after the stabbings, they began to do so, starting in Southport.

How have the authorities responded?

The weekend riots prompted a heavy police response. Nearly 4,000 additional officers were deployed, a law enforcement association said. And a government order gave officers in some places special powers to disperse any gatherings or “antisocial behavior,” the police said in a statement .

More than 400 people have been arrested, and about 100 have been charged, Mr. Starmer said after an emergency cabinet meeting on Tuesday — the second in two days.

The prime minister, who has characterized the riots as “far-right thuggery,” encouraged prosecutors to name and shame those convicted to dissuade others from joining the violent rampages.

“I’m now expecting substantive sentencing before the end of the week,” Mr. Starmer said. “That should send a very powerful message to anybody involved, either directly or online, that you are likely to be dealt with within a week and that nobody, but nobody, should involve themselves in this disorder.”

BJ Harrington, the head of public order for Britain’s National Police Chiefs’ Council, said that online disinformation had been “a huge driver of this appalling violence.”

Intelligence teams, detectives and neighborhood officers, Mr. Harrington said, were working to identify the people fomenting the violence.

“They won’t win,” he said.

How are the authorities handling online incitement?

Social media has acted as an accelerant throughout the protests, with disinformation fueling far-right and anti-immigrant groups . Britain and other democracies have found that policing the internet is legally murky terrain, with individual rights and free speech protections balanced against a desire to block harmful material .

In his remarks on Tuesday, Mr. Starmer said that some arrests involved people accused of inciting violence online.

The first person to be convicted over online posts since the riots, according to the Crown Prosecution Service , was a 28-year-old man from Leeds who posted messages on Facebook about attacking a hotel that housed asylum seekers. It said that the man, Jordan Parlour, had pleaded guilty and been convicted of using threatening words or behavior to stir up racial hatred.

Mr. Starmer has called out social media companies over misinformation on their platforms, but holding them accountable could be tricky. Britain adopted a law last year that requires social media companies to introduce protections for child safety and to prevent and quickly remove illegal content like terrorism propaganda and revenge pornography. The law is less clear about how companies must treat misinformation and incendiary language.

What are the political implications?

The riots are the first political crisis for Mr. Starmer, who took office a month ago after his Labour Party defeated the Conservatives, who had been in government for 14 years.

While in power, the Conservatives tried to capitalize on public unhappiness over immigration, vowing to reduce it (though failing to do so). But in recent days they joined Labour in condemning the violent protests.

Former Prime Minister Rishi Sunak, now the opposition leader, said the unrest had “nothing to do with the tragedy in Southport.” The police, he said, have “our full support to deal with these criminals swiftly.”

Megan Specia contributed reporting.

Lynsey Chutel covers South Africa and the countries that make up southern Africa from Johannesburg. More about Lynsey Chutel