Air Canada has announced an expansion of its reimbursement policy aimed at customers affected by extensive flight cancellations due to a recent strike by flight attendants. The airline's initiative is designed to assist those who faced disruptions during the period from August 15 to August 23, 2025.
As part of the updated policy, Air Canada will not only refund customers who booked alternative transportation—like flights with other airlines—but will also cover "reasonable expenses" incurred for hotel stays, meals, and other related costs during the aforementioned period. This represents a significant shift in the airline's initial stance, where it previously suggested affected customers reach out to their travel insurance providers for reimbursement of non-transportation-related expenses.
Mark Nasr, the executive vice-president and chief operations officer at Air Canada, expressed sincere apologies to all customers whose travel plans were affected, underscoring the airline's commitment to addressing the situation, especially for those who were stranded during their travels. In a press release, he stated, "We deeply apologize to all customers whose travel plans were disrupted, and we’re committed to making things right for all customers."
The airline has set forth specific guidelines for customers seeking reimbursement. Claims must be backed by receipts and can be submitted via Air Canada’s online customer relations portal. Due to the anticipated volume of claims, the airline indicated that customers may experience a wait time of four to six weeks before receiving their reimbursements.
In a recent announcement, Air Canada clarified that customers who had flights canceled between August 15 and August 23 and were unable to be rebooked by the airline would qualify for reimbursement if they arranged alternative travel themselves. However, only customers who booked directly through Air Canada are eligible for these reimbursements—those who secured their flights through Aeroplan, travel agencies, or other airlines cannot apply.
The airline specified that customers might also seek reimbursement for reasonable fares on other airlines, provided they booked within five days of their original departure date. These fares must be in the same or lower class compared to the original flight. Furthermore, claims for alternative transportation options, such as bus, ferry, or car expenses, are also accepted under the new policy.
Initially, Air Canada had recommended that customers inquire about claiming hotel and meal expenses through their travel insurance. However, with the new policy implementation, the airline has taken a more comprehensive approach to support those affected by the disruptions.
Currently, Air Canada is focused on recovering its operational capabilities and expects to return to its full network schedule by the end of the week. An online dashboard tracking the airline’s service resumption indicated that, as of Thursday afternoon, 98% of domestic flights are projected to operate within the next 24 hours, alongside 99% of U.S. flights and 94% of international routes.
This significant policy change is an effort by Air Canada to regain customer trust and provide necessary support during a time of operational challenge, reflecting a commitment to customer service amidst inevitable disruptions in air travel.
