"At
Each day,
Customer Initiatives:
- New Self-Service Re-accommodation tools will allow customers who have schedule changes, delays, or cancellations to request a refund if eligible or rebook their itineraries in a few minutes through its mobile app or website. This includes getting up to 20 alternative flight options (based on availability), choosing to fly to nearby airports instead, and the ability to search for flights in a three-day window. It will be available for customers regardless of how and where they booked their tickets;
- A goodwill policy has been implemented for passengers traveling via
Toronto -Pearson to allow them to voluntarily increase their connection time at no cost for more flexibility when travelling. This policy can be applied within 48 hours of the original travel time; - A second new policy will allow customers free, same-day stand-by options for earlier flights within
Canada /Transborder regardless of fare brand or booking class; - The airline maintains an updated travel readiness page on aircanada.com with the latest information and advice for those preparing to travel, including information about COVID-19 requirements. Customers are advised to consult this page before travelling.
In Airports:
- In addition to the recall of virtually all available employees, more than 2,000 front-line airport employees (and 774 more people to work in call centres) have been hired and extensively trained over the last six months, with additional overtime and ongoing hiring, including drawing upon recently retired employees with special expertise;
- Employees have been reassigned from other bases to augment specific airports, including the cross-utilization of cargo employees to assist with airport passenger operations;
- The airline has redeployed aircraft from its Jetz charter fleet to move delayed baggage, which has increased in large part due to air transport processing and infrastructure issues outside its control;
- The airline is working closely with airport authorities, government and third-party agencies to enhance and expedite the processing of customers throughout their journey;
- Additional ground equipment has been acquired to improve airport operations.
Network/Schedule:
- Minimum Connection Times for flights from international and transborder destinations connecting to domestic destinations have been increased by 30 minutes for new bookings in
Toronto andMontreal , giving customers (and their baggage) additional time to connect; - The schedule has been refined to reduce peak times at the
Toronto -Pearson and Montreal-Trudeau airports by retiming and cancelling certain flights, or reducing frequencies, where protection is available to customers the same day. This will conserve resources and reduce stress on third-party service providers by smoothing passenger flows and be more convenient for customers; - Aircraft gating at airports has been reconfigured. For example, widebody aircraft in
Montreal travelling internationally and to theU.S. are being more conveniently located to achieve efficiencies during peak hours for added operational flexibility.
The airline continues to evaluate other measures to enhance the functioning and stability of the air transport system and it is committed to working with its partners on further improvements.
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