Air Canada Now Charges You for the Privilege of Talking to a Human

Air Canada has begun applying a CA$30 per-passenger fee, plus taxes, to new reservations made through its Contact Centre. The charge took effect on October 15, 2026, and applies to bookings completed with a phone agent rather than on the airline’s website or mobile app. The company announced the change in early October, giving travellers about a week of notice.

The fee is charged per traveller, so a family of four booking by phone would pay CA$120 before taxes. Air Canada says the amount is non-refundable even if the ticket or reservation is later cancelled. That detail matters for anyone who books by phone as a stopgap and changes plans, because the booking charge stays gone regardless of what happens to the trip.

There are carve-outs. Travellers who need specialized care or support, including accessibility needs, are exempt, and customers whose flights have been disrupted can still get agent help without paying. Booking online or in the app remains free of the charge. Travel agents are also outside the scheme, since the airline notes they set their own fees and policies.

The practical takeaway is simple: if you have been in the habit of calling to book or rebuild an itinerary, the cost of that habit just went up. Complex multi-city trips and award bookings are the likeliest to tempt people onto the phone, so it is worth checking whether the website can handle the job first, or whether your situation qualifies for an exemption.

Sources: Travel Market Report, Air Canada