Air Canada Boosts Recovery with Major Customer-Friendly Policy Update

Air Canada Updates Goodwill Policy to Cover Accommodation and Expenses During August Disruption

Air Canada continues to restore its operations and expects to deliver close to its full schedule by Friday, August 22. The airline has updated its goodwill policy to include reimbursement for reasonable accommodation and out-of-pocket expenses for customers affected by the labour disruption.

The updated policy applies to customers whose travel was disrupted between August 15 and 23, 2025. It builds on the earlier flexible rebooking policy that covered transport costs.

Mark Nasr, Executive Vice President and Chief Operations Officer at Air Canada, said: “Air Canada’s 40,000 employees have enabled us to restore operations sooner than expected. We apologize to customers whose travel was disrupted, and this policy is an additional measure to assist those impacted. The plan includes reimbursement for reasonable accommodation, meals, transportation, and related expenses.”

Special Travel Expense Policy

• Customers whose flights were cancelled or delayed between August 15–23, 2025, and who incurred reasonable costs for hotels, meals, transportation, or other expenses are eligible for reimbursement.

• Claims must be supported with receipts and submitted through Air Canada’s customer relations portal.

• Due to high volumes, processing may take up to four to six weeks.

• The policy covers reasonable accommodation, meals, and transportation costs beyond legal obligations.

Flexible Rebooking Policy

Earlier this week, Air Canada implemented a disruption policy to cover transportation expenses when customers had to arrange their own travel. The policy applies to those with flights scheduled between August 15–23, 2025, that were cancelled and could not be rebooked within five days. Eligible customers may claim for:

• Flights booked on alternate carriers in the same or lower cabin as the original booking.

• Alternate transportation, such as bus, ferry, or car, between the original origin and destination.

Customers must have chosen reasonable and economical alternatives to reach their destination as soon as possible.