Oct 25, 2026
Air Canada will now charge $30 per passenger, plus applicable taxes, to book flights via phone, adding a cost that could fall harder on seniors who rely on an agent to make their reservations.
The airline introduced the non-refundable fee on Oct. 15, though customers can still book through its website or app without paying any surcharge.
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Andrew D’Amours, the co-founder of flight deal website Flytrippers, told The Canadian Press that the change could disproportionately affect older travellers who prefer to reserve their flights over the telephone. However, he acknowledged the expense airlines face in hiring and training staff to handle calls, costs that could explain the new fee.
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Why some seniors could feel the cost more
Most older Canadians use the internet, but there’s still a gap between age groups.
According to Statistics Canada’s 2022 Canadian Internet Use Survey, while 95% of Canadians aged 15 and older used the internet, the figure fell to 72% for those 75 and older. And just because someone can access the internet doesn’t mean that they feel comfortable buying a plane ticket online.
The gap helps explain why the new fee may raise concerns, especially since the cost adds up when people travel together. For example, two people booking together through an agent would each pay the fee, even if they’re on the same reservation.
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Digital bookings leave agents available for complex needs
Air Canada said that 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.
The change fits a broader airline practice of charging separately for services that passengers may once have expected their ticket to include.
The Canadian Press reported that both WestJet and United Airlines charge phone booking fees; by contrast, Delta Air Lines and Southwest Airlines offer telephone reservations without that surcharge.
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If you’re comparing airlines, a lower fare could offset the phone fee, but factor in baggage and seat-selection costs too.
Who’s exempt from the fee?
Air Canada noted that it exempts customers who require specialized care and support, including those with accessibility needs. It also said the booking fee doesn’t apply when passengers call for help because a delay or cancellation disrupted an existing booking.
Additionally, the company’s spokesperson, Sean Davidson, told The Canadian Press that the fee does not apply to services that cannot be completed online.
Ask about the charge before completing your reservation
If you need to book by phone, explain your situation to the representative and ask whether a fee exemption applies before authorizing payment. If you’re calling in because your online booking failed, don’t assume the agent will automatically waive the fee.
Ask for the total price, including taxes and service charges, and check it against your budget.
If you’d like to book online but aren’t comfortable doing it alone, ask someone you trust to help with the reservation, and make sure you review passenger names, travel dates, baggage allowances and cancellation terms before you pay.
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Colin Graves is a Winnipeg-based financial writer and editor whose work has been featured in publications such as Time, MoneySense, MapleMoney, Retire Happy, The College Investor, and more. Before becoming a full-time writer, Colin was a bank manager for over 15 years.
