Air Canada fee for phone bookings may hit seniors harder

Air Canada now charges a $30 fee per passenger, plus applicable taxes, to book flights over the phone. The non-refundable fee was introduced on Oct. 15, though customers can still book through its website or app without paying any surcharge. Andrew D'Amours, co-founder of flight deal website Flytrippers, told The Canadian Press the change could disproportionately affect older travellers who prefer to reserve their flights by telephone. He said the cost adds up when people travel together, as two people booking together through an agent would each pay the fee, even if they're on the same reservation.

Statistics Canada's 2022 Canadian Internet Use Survey found that while 95 percent of Canadians aged 15 and older used the internet, the figure fell to 72 percent for those 75 and older. D'Amours noted that just because someone can access the internet doesn't mean that they feel comfortable buying a plane ticket online. The airline said the fee encourages customers to use digital channels for everyday bookings. "By encouraging its customers to use the website and app for everyday bookings, it helps reduce wait times and allows contact centre staff to focus on travellers who need personalized support," Air Canada said.

The practice aligns with a broader airline trend of charging separately for services once included in a ticket price. The Canadian Press reported that both WestJet and United Airlines charge phone booking fees, while Delta Air Lines and Southwest Airlines do not. Air Canada spokesperson Sean Davidson told The Canadian Press that the fee does not apply to services that cannot be completed online. He also said the booking fee doesn't apply when passengers call for help because a delay or cancellation disrupted an existing booking.

With files from The Canadian Press and Yahoo News