Air Canada updates goodwill policy to cover expenses as operations near full schedule

UPDATE: 22/08/2025

Air Canada is restoring operations and expects to deliver nearly its full network schedule by Friday, 22 August. The airline has updated its goodwill policy to cover reasonable accommodation and out-of-pocket expenses for customers affected by the recent labour disruption. The policy applies to those whose travel was disrupted between 15 and 23 August 2025 and builds on the flexible rebooking measures introduced earlier.

“Air Canada’s 40,000 coworkers, with their exceptional commitment and expertise, have allowed us to restore operations ahead of plan. We now expect to be operating very close to our normal schedule tomorrow. We deeply apologise to all customers whose travel plans were disrupted, and we’re committed to making things right for all customers — particularly those who were stranded during their trip. Earlier this week, we put in place a special commitment to reimburse out-of-pocket transportation costs, including on other airlines, rail, ground or ferries. Today, we are taking another step forward, delivering with our policies to make things right. This updated plan includes reimbursement for reasonable accommodation, meals, necessary transportation and other costs,” said Mark Nasr, Executive Vice President and Chief Operations Officer at Air Canada.

The special travel expense policy covers hotel stays, meals, ground transport and other reasonable costs for disrupted customers and their travelling party. Claims must be supported with receipts and submitted via Air Canada’s customer relations portal. Processing may take four to six weeks due to volume.

The flexible rebooking policy continues, reimbursing customers who booked alternative transport if Air Canada could not rebook them promptly. Eligible claims include flights on other airlines in the same or lower cabin, or reasonable alternate travel such as bus, ferry or car.

Further details are available at www.aircanada.com/action. 

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