Received from Loyalty and eCommerce, Air Canada
Evening 31 March 2020
These past few weeks have been truly unlike anything we’ve experienced before. For an organization that believes in the power of enriching our members lives through travel, we are acutely aware that your ability to connect with your friends and family has been instantly impacted.
In light of these unprecedented times, we wanted to share an update on what we’re doing to help and what we’re focusing on, along with an important message from our President & CEO, Calin Rovinescu.
Calin video message
Continuing to offer you full flexibility.
Recently we announced our flexible policy for cancelling Aeroplan Flight Rewards, which we are now extending through April 30. You can cancel free of charge and receive all of your Aeroplan Miles back in your account, plus a full refund of any associated taxes, fees and surcharges on the unused value of your travel. The fastest way to cancel is at aeroplan.com. Learn more.
While travel has slowed down, we have not.
Behind the scenes, our team is using this time to improve your travel experience, whether by deploying new features to aircanada.com and our mobile app, or by accelerating the launch of our new passenger service system in our airports. To that end, you’ll be able to request eUpgrades during check-in and at the airport once again by the end of April. We’ll be ready for you whenever it’s the right time to take to the skies again.
Temporary changes to Air Canada’s product offering.
For the well-being of all customers and employees, and to comply with new provincial mandates, we have made a number of temporary adjustments to our airport and onboard product offering to encourage social distancing. All of our lounges are temporarily closed until further notice. Our gate agents will be proactively reseating customers in our Economy cabin to have as few people sitting next to one another as possible. Onboard our North American flights, we will provide individual water bottles instead of our standard beverage service, along with other changes. Learn more.
Bringing Canadians home.
We are working around the clock to bring our fellow Canadian citizens and residents home. Our global network continues to operate, transporting Canadians from countries where borders remain open. In the last week, Air Canada has transported more than 200,000 Canadians back home. Beyond March 31, or until further notice from the government, we will continue serving over 40 destinations across Canada. Learn more.
We’ll continue to communicate with you directly to provide additional information over the coming weeks. In the meantime, you can always find the latest updates on how Air Canada and Aeroplan are addressing COVID-19 at aircanada.com.
On behalf of all of us at Air Canada and Aeroplan, we’d like to wish you and your loved ones well during this difficult time. Although our travels may be limited now, our abilities to connect and help one another continue.