BEFORE
THE
DEPARTMENT
OF
TRANSPORTATION
OFFICE
OF
AVIATION
ENFORCEMENT
AND
PROCEEDINGS
WASHINGTON,
D.C.
Christina
Castellani,
v.
Air
Canada
Docket
DOT-OST-2020-
COMPLAINT
OF
CHRISTINA
CASTELLANI
Comments
with
respect
to
this
document
should
be
addressed
to:
Christina
Castellani
E-mail:
ccastel3
Dated:
August
20,
2020
Christina
Castellani
Complaint
—
Air
Canada
BEFORE
THE
DEPARTMENT
OF
TRANSPORTATION
OFFICE
OF
AVIATION
ENFORCEMENT
AND
PROCEEDINGS
WASHINGTON,
D.C.
Christina
Castellani,
v.
Docket
DOT-OST-2020-
Air
Canada
COMPLAINT
OF
CHRISTINA
CASTELLANI
1.
This
complaint
arises
out
of
Air
Canada's
non-compliance
with
the
Department's
rules
regarding
consumers'
right
to
be
refunded
for
flights
to
or
from
the
United
States
("U.S.
Flights")
cancelled
by
airlines,
even
for
reasons
outside
the
carriers'
control,
as
described
in
the
Depaitment's
"Enforcement
Notice
Regarding
Refunds
by
Carriers
Given
the
Unprecedented
Impact
of
the
COVID-19
Public
Health
Emergency
on
Air
Travel"
("Enforcement
Notice").
2.
This
complaint
also
arises
out
of
Air
Canada'sapplication
of
its
refund
policies,
which
constitutes
an
unfair
or
deceptive
practice
within
the
meaning
of
49
U.S.C.
§
41712
2
.
According
to
14
CFR
§
399.80(1)(1),
it
is
the
policy
of
the
Depaitntent
to
regard
as
an
'Enforcement
Notice
Regarding
Refunds
by
Carriers
Given
the
Unprecedented
Impact
of
the
COVID-19
Public
Health
Emergency
on
Air
Travel
(April
3,
2020)
at
https://www.transportation.gov/airconsumer/enforcement
notice
refunds
apr
3
2020.
See
also
14
CFR
§
259.5(b)(5),
and
Enhancing
Airline
Passenger
Protections,
76
Fed.
Reg.
23110-01,
at
23129
(Apr.
25,
2011).
2
Under
49
USC
§
41712,
the
Department
is
authorized
to
investigate
and
decide
whether
a
U.S.
air
carrier,
foreign
air
carrier,
or
ticket
agent
engaged
in
an
unfair
or
deceptive
practice
in
air
transportation
or
the
sale
of
air
transportation.
The
Department
is
also
authorized
to
issue
orders
to
stop
an
unfair
or
deceptive
practice
after
notice
and
opportunity
for
a
hearing.
Christina
Castellani
Complaint
—
Air
Canada
unfair
or
deceptive
practice
or
unfair
method
of
competition
the
practices
enumerated
in
paragraphs
(a)
through
(n)
of
this
section
by
a
ticket
agent
of
any
size
and
the
practice
enumerated
in
paragraph(s)
by
a
ticket
agent
that
sells
air
transportation
online
and
is
not
considered
a
small
business
under
the
Small
Business
Administration's
size
standards
set
forth
in
13
CFR
121.201:
(1)
Failing
or
refusing
to
make
proper
refunds
promptly
when
service
cannot
be
performed
as
contracted
or
representing
that
such
refunds
are
obtainable
only
at
some
other
point,
thus
depriving
persons
of
the
immediate
use
of
the
money
to
arrange
other
transportation,
or
forcing
them
to
suffer
unnecessary
inconveniences
and
delays
or
requiring
them
to
accept
transportation
at
higher
cost,
or
under
less
desirable
circumstances,
or
on
less
desirable
aircraft
than
that
represented
at
the
time
of
sale.
FACTS
A.
Flight
cancelled
by
Air
Canada
3.
On
January
23,
2020,
I
purchased
a
ticket
for
a
one-way
flight
on
Air
Canada
from
London,
Ontario
(YXU)
to
Baltimore,
Maryland,
USA
(BWI)
departing
on
March
16,
2020
with
a
layover
in
Toronto,
Ontario
(Attachment
1).
I
booked
the
flight
via
Expedia
for
TD.
4.
On
March
16,
2020,
I
learned
that
my
flight
was
cancelled
by
Air
Canada
(Attachment
2).
5.
On
March
16,
2020,
I
contacted
Air
Canada
to
request
a
refund
for
the
cancelled
flight,
but
my
request
was
denied.
I
was
offered
a
Voucher/Credit
(Attachment
3).
I
accepted
a
voucher/credit
of
$0.00.
6.
There
are
no
additional
person(s)
attached
to
this
claim.
Christina
Castellani
Complaint
—
Air
Canada
B.
Air
Canada's
refund
policy
for
cancelled
flights
7.
Air
Canada's
current
policy
is
that
customers
who
purchased
nonrefundable
flight
tickets
are
not
entitled
to
receive
full
refunds
for
flights
cancelled
or
changed
by
the
carrier
due
to
reasons
outside
its
control,
including
cancellations
attributed
to
the
COVID-19
pandemic.
Air
Canada
only
offers
flight
vouchers
or
credits
in
such
situations
and
claims
in
its
United
States
English
website
that
"in
accordance
with
government
regulations",
that
such
bookings
are
ineligible
for
a
refund
(Attachments
4
and
5).
C.
Air
Canada's
obligations
8.
Air
Canada
is
an
airline
that
operates
flights
from
and
to
the
United
States
and
is
therefore
subject
to
the
Depai
tment's
jurisdiction
for
such
flights
and
bound
by
the
rules
enunciated
in
the
Enforcement
Notice,
which
apply
to
U.S.
and
foreign
airlines
operating
flights
from,
to
and
within
the
United
States.
9.
In
its
Enforcement
Notice,
and
based
on
existing
federal
regulation,
the
Depainnent
reminds
airlines
about
their
obligation
to
offer
prompt
refunds
for
flights
significantly
delayed
or
cancelled
by
the
carriers,
even
if
the
reason
of
such
flight
disruptions
are
outside
the
carrier's
control,
and
regardless
of
the
nonrefundablity
or
cancellation
penalty
provisions
of
the
ticket
purchased
by
the
affected
consumers.
10.
In
page
2
of
its
Enforcement
Notice,
the
Department
lists
the
actions
non-conaplying
airlines
must
take
to
avoid
enforcement
action,
as
follows:
a.
the
carrier
contacts,
in
a
timely
manner,
the
passengers
provided
vouchers
for
flights
that
the
carrier
cancelled
or
significantly
delayed
to
notify
those
passengers
that
they
have
the
option
of
a
refund;
Christina
Castellani
Complaint
—
Air
Canada
b.
the
carrier
updates
its
refund
policies
and
contract
of
carriage
provisions
to
make
clear
that
it
provides
refunds
to
passengers
if
the
carrier
cancels
a
flight
or
makes
a
significant
schedule
change;
c.
the
carrier
reviews
with
its
personnel,
including
reservationists,
ticket
counter
agents,
refund
personnel,
and
other
customer
service
professionals,
the
circumstances
under
which
refunds
should
be
made.
11.
On
May
12,
2020,
the
Department
issued
a
notice
3
in
the
form
of
answers
to
frequently
asked
questions
regarding
airline
ticket
refunds.
In
the
answer
to
question
4
of
the
notice,
the
Department
reiterates
that
airlines
may
not
retroactively
apply
changes
to
their
refund
policies
and
must
honor
the
policies
in
place
at
the
time
of
ticket
purchase.
D.
Air
Canada's
non-compliance
and
violations
12.
Air
Canada's
policy
of
not
issuing
prompt
refunds
for
U.S.
Flights
that
are
significantly
delayed
or
cancelled
by
the
carrier for
reasons
outside
its
control,
and
regardless
of
the
nonrefundability
and
cancellation
penalty
provisions
of
the
purchased
ticket,
is
in
direct
violation
of
its
obligation
to
offer
prompt
refunds
to
affected
consumers
as
per
the
rules
detailed
in
the
Department's
Enforcement
Notice.
13.
Before
March
19,
2020
(Attachments
6),
Air
Canada's
policies
indicated
that
consumers
can
receive
refunds
for
schedule
changes
and
cancellations
attributed
to
the
COVID-19
pandemic.
However,
and
since
that
date,
Air
Canada
changed
its
refund
policies
for
cancellations
and
schedule
changes
in
a
way
that
negatively
affects
3
U.S.
Department
of
Transportation,
Office
of
Aviation
Enforcement
and
Proceedings,
Frequently
Asked
Questions
Regarding
Airline
Ticket
Refunds
Given
the
Unprecedented
Impact
of
the
COVID-19
Public
Health
Emergency
on
Air
Travel
(See
answer
to
question
4:
"May
airlines
and
ticket
agents
retroactively
apply
new
refund
policies?")
https://www.transportation.gov/airconsumer/FAQ_refunds
may
12
2020.
Christina
Castellani
Complaint
—
Air
Canada
consumers
by
no
longer
permitting
refunds
(Attachments
7A,
7B
and
8).
The
new
policy
is
applied
by
Air
Canada
based
on
the
date
of
the
cancellation
or
schedule
change,
and
regardless
of
the
policy
in
place
at
the
time the
passenger
purchased
the
ticket.
14.
The
aforementioned
no-refund
policy
is
applied
by
Air
Canada
regardless
of
the
policies
and
terms
in
place
at
the
time
consumers
purchased
flight
tickets,
which
stipulate
that
Air
Canada
will
issue
refunds
for
cancelled
flights.
Air
Canada's
policy
constitutes
an
unfair
or
deceptive
practice
within
the
meaning
of
49
U.S.C.
§
41712.
15.
According
to
14
CFR
§
399.80(1)(1),
it
is
the
policy
of
the
Department
to
regard
as
an
unfair
or
deceptive
practice
or
unfair
method
of
competition
the
practices
enumerated
in
paragraphs
(a)
through
(n)
of
this
section
by
a
ticket
agent
of
any
size
and
the
practice
enumerated
in
paragraph(s)
by
a
ticket
agent
that
sells
air
transportation
online
and
is
not
considered
a
small
business
under
the
Small
Business
Administration's
size
standards
set
forth
in
13
CFR
121.201:
(1)
Failing
or
refusing
to
make
proper
refunds
promptly
when
service
cannot
be
performed
as
contracted
or
representing
that
such
refunds
are
obtainable
only
at
some
other
point,
thus
depriving
persons
of
the
immediate
use
of
the
money
to
arrange
other
transportation,
or
forcing
them
to
suffer
unnecessary
inconveniences
and
delays
or
requiring
them
to
accept
transportation
at
higher
cost,
or
under
less
desirable
circumstances,
or
on
less
desirable
aircraft
than
that
represented
at
the
time
of
sale.
16.
Many
airlines
are
complying
with
their
obligations
to
refund
passengers,
especially
after
the
issuance
of
the
Enforcement
Notice
on
April
Y
d
.
These
airlines
will
be
in
an
unfairly
disadvantageous
situation
if
other
airlines,
such
as
Air
Canada
are
allowed
to
continue
practices
that
violate
the
same
obligations
without
incurring
any
penalty.
Christina
Castellani
Complaint
—
Air
Canada
REQUESTED
RESOLUTION
17.
I
am
seeking
the
airline
provide
me
with
an
Refund.
In
addition,
I
ask
that
the
Depait
nent
of
Transportation
to
do
the
following:
(1)
Exercise
its
authority
under
49
USC
41712
to
open
an
investigation
of
Air
Canada
for
its
non-compliance
with
the
Department's
Enforcement
Notice
and
the
regulations
on
which
the
notice
is
based;
(2)
Order
Air
Canada
to
comply
with
its
obligation
to
offer
prompt
full
refunds
to
original
form
of
payment
for
U.S.
flights
that
are
significantly
delayed
or
cancelled
by
the
carrier,
regardless
of
the
reason
of
such
flight
disturbances
and
regardless
of
the
nonrefundabilty
or
the
cancellation
penalty
of
the
tickets
purchased
by
affected
customers.
(3)
Order
Air
Canada
to:
a.
contact,
in
a
timely
manner,
the
passengers
provided
vouchers
for
U.S.
Flights
significantly
delayed
or
cancelled
by
the
carrier
to
notify
those
passengers
that
they
have
the
option
of
a
refund;
b.
update
its
refund
policies,
contract
of
carriage
and
tariff
provisions
to
make
clear
that
it
provides
prompt
refunds
to
passengers
if
the
carrier
cancels
a
U.S.
Flight
or
makes
a
significant
schedule
change,
regardless
of
the
reason
of
such
flight
disruptions
and
regardless
of
the
nonrefundability
or
the
cancellation
penalty
provisions
of
the
tickets
purchased
by
the
affected
customers;
c.
review
with
its
personnel,
including reservationists,
ticket
counter
agents,
refund
personnel,
and
other
customer
service
professionals,
the
circumstances
under
which
refunds
should
be
made.
Christina
Castellani
Complaint
—
Air
Canada
(4)
Impose
appropriate
civil
penalties
on
Air
Canada.
Respectfully
submitted,
Christina
Castellani
Christina
Castellani
Complaint
—
Air
Canada
Attachment
1
Copy
of
flight
itinerary/eticket
receipt
Christina
Castellani
Complaint
—
Air
Canada
•
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Baltimore
Mon,
Mar
16
-
Mon,
Mar
16
Reservation
cancelled
Airline
credits
Flight
overview
This
reservation
has
been
cancelled
You
received
airline
credit
with
Air
Canada
worth
a
total
of
CA
for
this
reservation.
The
value,
expiration,
and
other
conditions
of
airline
credits
are
subject
to
the
airline's
policy.
No
further
action
is
required
on
your
part.
How
to
use
airline
credit
Itinerary
#
Confirmation
Ticket
#
CHRISTINA
CASTELLANI)
Departure
Mon,
Mar
16
Christina
Castellani
Complaint
—
Air
Canada
Air
Canada
8646
London
(YXU)
12:05
PM
4
Toronto
(YYZ)
12:51
PM
Cabin:
Economy
/
Coach
(K)
46m
duration
ID
2h
24m
stop
Toronto
(YYZ)
Air
Canada
8818
Toronto
(YYZ)
3:15
PM
Cabin:
Economy
/
Coach
(K)
lh
24m
duration
Baltimore
(BWI)
4
4:39
PM
Total
duration
4h
34m
Traveller(s)
CHRISTINA
CASTELLANI
Edit
traveller
information
Back
to
top
Update
traveller
details
and
make
special
requests.
Please
confirm
all
requests
with
your
airline.
Christina
Castellani
Complaint
—
Air
Canada
Price
summary
Reservation
Cancelled
Traveller
1:
Adult
r;
Total
All
prices
are
quoted
in
CAD.
Travel
Protection
Back
to
top
Back
to
top
The
Cancellation
Plan
and
Protection
Plan
(which includes
emergency
medical
coverage)
were offered
to
the
customer
and
the
customer
declined
to
purchase
either
plan
at
the
time
of
booking.
Additional
information
Back
to
top
Additional
Fees
The
airline
may
charge
additional
fees
for
checked
baggage
or
other
optional
services.
•
Additional
fees
for
your
flight
to
Baltimore
iP
If
you
are
denied
boarding
or
your
baggage
is
lost
or
damaged,
you
may
be
entitled
to
certain
standards
of
treatment
and
compensation
under
the
Air
Passenger
Protection
Regulations.
For
more
information
about
your
passenger
rights
please
contact
your
air
carrier
or
visit
the
Canadian
Transportation
Agency's
website.
Si
l'embarquement
vous
est
refuse
ou
que
vos
bagages
sont
perdus
ou
endommagés,
vous
pourriez
avoir
droit
à
certains
avantages
au
titre
des
normes
de
traitement
et
de
compensation,
en
vertu
du
Reglement
sur
la
protection
des
passagers
aériens
(Air
Passenger
Protection
Regulations).
Pour
plus
d'informations
sur
les
droits
des
passagers,
veuillez
contacter
votre
compagnie
aérienne
ou
bien
vous
rendre
sur
le
site
Internet
de
l'Office
des
transports
du
Canada
(Canadian
Transportation
Agency).
Airline
rules
+
restrictions
Christina
Castellani
Complaint
—
Air
Canada
We
understand
that
sometimes
plans
change.
We
do
not
charge
a
cancel
or
change
fee.
When
the
airline
charges
such
fees
in
accordance
with
its
own
policies,
the
cost
will
be
passed
on
to
you.
Tickets
are
nonrefundable,
nontransferable
and
name
changes
are
not
allowed.
Please
read
the
complete
penalty
rules
for
changes
and
cancellations
LL
0
applicable
to
this
fare.
Please
read
important
information
regarding
airline
liability
limitations
11: 1
.
More
help
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our
Customer
Support
page.
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us
at
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external
Web
sites.
'
Savings
based
on
all
package
bookings
with
Flight
+
Hotel
on
ExpediaForTD.com
from
January
2018
to
December
2018,
as
compared
to
the
phce
of
the
same
components
booked
separately.
Savings
will
vary
based
on
origin/destination.
length
of
trip,
stay
dates
and
selected
travel
supplier(s).
Savings
not
available
on
all
packages.
For
Free
Flight
or
100%
Off
Flight
deals,
package
savings
is
greater
than
or
equal
to
the
current
cost
of
one
component,
when
both
are
priced
separately.
2020
Expedia,
Inc.
All
rights
reserved.
ticaca
•••••••••......e•
balm
2020
Expedia,
Inc,
an
Expedia
Group
Company.
All
rights
reserved.
Christina
Castellani
Complaint
—
Air
Canada
expodia
group
Christina
Castellani
Complaint
—
Air
Canada
Attachment
2
Confirmation/notice
that
a
flight
in
your
reservation
has
been
cancelled
by
the
airline.
Christina
Castellani
Complaint
—
Air
Canada
Thursday,
August
13,
2020
at
3:34:27
PM
Eastern
Daylight
Time
Subject:
Flight
cancelled:
AC8646
/
16
Mar
2020
Date:
Sunday,
March
15,
2020
at
1:23:54
PM
Eastern
Daylight
Time
From:
Air
Canada
Flight
Notification
To:
Christina
Castellani
We
regret
to
inform
you
that
AC8646
from
London
to
Toronto
has
been
cancelled
due
to
Government
travel
advisory.
Previously
scheduled:
Departing
London
(YXU)
on
16
Mar
2020
@
12:10
Arriving
in
Toronto
(YYZ)
on
16
Mar
2020
@
12:57
We
know
how
stressful
it
can
be
when
travel
plans
get
interrupted.
You'll
receive
a
separate
email
from
us
about
getting
your
travel
plans
back
on
track,
because
we
want
to
get
you
on
your
way
as
soon
as
possible.
Booking
Reference:
Castellani,
Christina
********************
For
alternative
options
please
give
us
a
call
at
1-888-247-2262
or
visit
https://aircanada.com/contactus
.
(For
international
and
other
numbers,
visit
https://aircanada.com/othernumbers.)
But
please
do
not
reply
to
this
email
—
we're
sorry,
but
because
it's
an
automated
ernail,
it
does
not
accept
replies.
We've
sent
you
this
email
about
an
Air
Canada
product
or
service
that
you've
requested
-
this
is
not
a
promotional
email.
Your
privacy
is
very
important
to
us.
To
see
how
we're
protecting
your
personal
information,
please
take
a
look
at
our
Privacy
Policy
(https://aircanada.com/privacy).
More
details:
https://aircanada.com/cancellationpolicy
********************
Si
le
present
courriel
n'est
pas
dans
la
langue
de
votre
choix
(francais
ou
anglais),
appelez
les
Reservations
d'Air
Canada
au
1
888
247-2262
et
nous
serons
heureux
de
mettre
à
jour
votre
reservation
et
de
vous
envoyer
une
nouvelle
copie
de
l'itinéraire.
Page
1
of
1
Christina
Castellani
Complaint
—
Air
Canada
Christina
Castellani
Complaint
—
Air
Canada
Attachment
3
Proof
of
conmunication
that
the
Airline
denied
your
request
for
a
refund.
None
Christina
Castellani
Complaint
—
Air
Canada
Attachment
4
Captured
on
May
24,
2020
from
https://www.
airc
anada.
com/us/en/aco/home/fly/customer-
support/cancellation-options.html#/current-booking
If
you
booked
directly
with
Air
Canada,
please
select
one
of
the
following:
Air
Canada
has
already
cancelled
my
booking
If
you
have
a
booking
cancelled
by
Air
Canada
for
travel
prior
to
March
1,
2020,
please
click
here
to
learn
more
about
your
options.
If
you
have
a
booking
cancelled
by
Air
Canada
for
travel
after
March
1,
2020,
you
have
several
options
available
to
you
depending
on
the
type
of
fare
you
purchased
and
whether
the
cancellation
was
within
Air
Canada's
control.
Cancellations
outside
of
Air
Canada's
control
If
Air
Canada
has
already
cancelled
your
booking,
and
the
cancellation
is
outside
of
Air
Canada's
control
(for
example,
due
to
the
impacts
of
COVID-19,
government
travel
advisories
and/or
health
and
safety
concerns),
you
have
two
expanded
options
to
choose
from:
1.
Air
Canada
Travel
Voucher
-
Transfer
the
remaining
value
of
all
tickets
in
a
booking
and
associated
services
to
an
Air
Canada
Travel
Voucher.
The
voucher
has
no
expiry
date,
is
fully
transferable
and
can
be
used
multiple
times.
2.
Aeroplan
Miles
-
Convert
and
transfer
the
remaining
value
of
all
tickets
and
associated
services
in
a
booking,
minus
any
taxes,
into
Aeroplan
Miles,
and
get
an
additional
65%
bonus
miles.
If
you
purchased
a
non-refundable
fare,
please
note
that
in
accordance
with
government
regulations,
non-refundable
bookings
that
are
cancelled
due
to
the
impacts
of
COVID-19,
government
travel
advisories
and/or
health
and
safety
concerns
are
outside
of
Air
Canada's
control
and
ineligible
for
a
refund.
If
you
purchased
a
refundable
fare,
you
have
the
additional
option
of
returning
the
remaining
refundable
value
of
all
tickets
and
associated
services
in
a
booking,
minus
any
applicable
fees,
back
to
your
original
form
of
payment.
How
to
process
a
cancellation
Cancellations
within
Air
Canada's
control
For
both
refundable
fares
and
non-refundable
fares,
if
Air
Canada
has
already
cancelled
your
booking,
and
the
cancellation
is
within
Air
Canada's
control,
you
have
three
expanded
options
to
choose
from:
1.
Air
Canada
Travel
Voucher
-
Transfer
the
remaining
value
of
all
tickets
in
a
booking
and
associated
services
to
an
Air
Canada
Travel
Voucher.
The
voucher
has
no
expiry
date,
is
fully
transferable
and
can
be
used
multiple
times.
2.
Aeroplan
Miles
-
Convert
and
transfer
the
remaining
value
of
all
tickets
and
associated
services
in
a
booking,
minus
any
taxes,
into
Aeroplan
Miles,
and
get
an
additional
65%
bonus
miles.
3.
Return
to
original
form
of
payment
-
Return
the
remaining
refundable
value
of
all
tickets
in
a
booking
and
associated
services
back
to
your
original
form
of
payment.
How
to
process
a
cancellation
Christina
Castellani
Complaint
—
Air
Canada
Attachment
5
Captured
on
May
1
8
,
2020
from
https://www.
airc
anada.
com/us/en/aco/home/fly/flight-
information/delayed-flights-and-cancellations/refund-options.html
Home
I
Fly
I
Flight
Information
I
Delayed
Flights
/
Cancellations
I
Refund
Options
Refund
Options
0
For
flight
cancellations
due
to
the
impacts
of
COVID-19,
government
travel
advisories
and/or
health
and
safety
concerns,
click
here.
In
the
event
of
a
flight
cancellation
or
a
delay
of
more
than
three
hours,
for
situations
other
than
those
outside
our
control,
Air
Canada
offers
you
the
option
of
requesting
a
refund
for
the
unused
portion
of
your
ticket,
or
using
the
unused
portion
toward
future
travel
with
us.
Cancellations
resulting
from
the
COVID-19
crisis
are
considered
outside
our
control.
To
Request
a
Refund
If
your
flight
is
cancelled
or
delayed
by
more
than
3
hours
for
reasons
other
than
those
outside
Air
Canada's
control,
and
you'd
like
to
obtain
a
refund
for
the
unused
portion
of
your
ticket
(including
some
fees
and/or
purchased
travel
options),
please
call
Air
Canada
Reservations.
You'll
be
directed
to
present
your
refund
request
via
your
original
point
of
purchase.
If
you
choose
to
request
a
refund,
the
method
with
which
you
are
refunded
will
accord
with
the
method
in
which
you
paid.
Your
refund
will
include
your
fare
and
all
taxes,
as
well
as
certain
charges
paid
for
added
travel
options.
To
Retain
the
Ticket
Value
for
Future
Travel
To
retain
the
value
of
your
ticket
for
future
travel:
•
Contact
Air
Canada
Reservations.
Please
provide
the
booking
reference
number
or
ticket
number.
A
customer
service
agent
will
cancel
your
current
reservation.
•
Air
Canada
will
retain
the
value
of
all
unused
portions
of
your
ticket
and
certain
related
travel
options.
(Fares
available
online
are
not
necessarily
available
through
Air
Canada
Reservation.)
•
You
may
also
cancel
your
entire
reservation
or
all
remaining
portions
of
your
ticket
online.
Please
keep
your
booking
reference
number
so
we
can
better
assist
you
when
you
are
ready
to
use
the
value
of
your
ticket.
When
you're
ready
to
use
the
unused
portion
of
your
ticket for
travel
with
us:
•
Please
contact
Air
Canada
Reservations,
and
make
sure
to
have
your
booking
reference
handy.
•
Please
keep
in
mind
that:
•
Any
change
fee
associated
to
your
original
ticket
will
be
waived.
•
The
value
can
be
used
for
future
travel
on
Air
Canada,
Air
Canada
rouge
or
Air
Canada
Express.
•
Unused
non-refundable
travel
options,
such
as
assigned
seat
selection,
Maple
Leaf
Lounge
access,
and
Air
Canada
Bistro
snack
or
meal
vouchers
may
be
used
on
future
flights,
subject
to
availability.
•
If
your
ticket
is
fully
unused,
you
must
commence
your
travel
within
12
months
of
the
original
issue
date.
•
If
your
ticket
was
partially
used,
you
must
complete
your
travel
within
12
months
of
the
first
used
portion.
•
Tickets
are
non-transferable:
the
original
booking
passenger(s)
must
use
their
respective
amount(s).
•
Any
amount
remaining
unused
after
booking
a
new
flight
is
forfeited.
My
flight
has
been
cancelled.
What
should
l
do?
•
For
flight
cancellations,
we
will
contact
you
via
the
ernail
address
or
phone
number
you
provided
when
you
booked
your
flight.
At
a
later
time,
when
you
decide
you
want
to
travel,
you
can
apply
your
credit
to
a
future
booking.
Please
call
Air
Canada
at
1-888-247-2262
to
book
your
new
flight
with
your
credit.
If
you
decide
to
have
your
credit
refunded
to
the
original
payment
method,
please
fill
out
the
refund
form
and
submit
it
here
rg.
Christina
Castellani
Complaint
—
Air
Canada
Attachment
6
Captured
on
March
17,
2020
from
https://www.aircanada.com/us/en/aco/home/book/travel-
news-and-updates/2020/covid-19.html
Note:
Air
Canada
removed
the
information
displayed
in
this
attachment
on
or
around
March
19,
2020.
Christina
Castellani
Complaint
—
Air
Canada
Attachment
7A
Captured
on
May
21,
2020
from
pagepages
2
of
https://www.aircanada.com/content/dam/aircanada/portal/documents/PDF/agents/enica/policies/
SKCH
EN
V13.pdf
Overview
Air
Canada
has
revised
the
Schedule
Change
policy,
effective
immediately,
for
schedule
changes
processed
as
of
March
19,
2020.
This
policy
and
these
procedures
cover
Air
Canada
operated
flights
affected
by
schedule
changes.
A
schedule
change
(SKCH)
is
a
flight
cancellation,
time
change,
flight
number
change,
routing/airport
change
or
operating
carrier
change
which
occurs
more
than
48
hours
prior
to
the
original
scheduled
departure
time.
Refunds
Schedule
Change
occurred
on/before
March
18,
2020
A
refund
is
permitted
and applies
only
for
a
014
ticket
if
an
acceptable
protection
cannot
be
found
due
to
a
schedule
change
on
Air
Canada,
Air
Canada
Rouge,
Air
Canada
Express
(Jazz,
Sky
Regional,
Air
Georgian,
EVAS),
AC*/0AL
or
OAL
that
is:
•
A
schedule
change
of
60
minutes
or
more.
•
A
change
of
operating
carrier.
•
A
routing/airport
change.
•
Not
permitting
a
same-day
connection.
•
An
aircraft
change
that
results
in
a
cabin
change.
•
Refunds
are
processed
back
to
the
original
form
of
payment.
•
Apply
waiver
code:
ACUSKEDCHG
along
with
the
flight
number.
Schedule_Change
occurred
on/after
_March_19,
2020
Full
refunds
are
not
permitted.
Please
refer
to
the
Save
as
Future
Credit
and
Cancel
and
Refund
as
per
Fare
Rules
sections
below.
Exception:
Refunds
are
permitted
for
flights
originating
from
the
below
countries;
apply
waiver
code
ACUSKEDCHG
along
with
the
flight
number
(e.g.
ACUSKEDCHGXXXX).
Flight
Origin
Refund
of
Unused
Coupons
Deadline
to
request
refund
after
SKCH
From
Algeria
Yes
+
return
to
origin
8
days
Information
subject
to
change
without
notice.
-Altitude
Super
Elite
100K,
Air
Canada
Express
and
Air
Canada
rouge
are
trademarks
of
Air
Canada.
®Aerop
I a n
is
a
registered
trademark
of
Aimia
Canada
Inc.
-
Star
Alliance
is
a
trademark
of
the
Star
Alliance
Members.
May
14,
2020.
V12.
To/From
Israel
fres
21
days
Christina
Castellani
Complaint
—
Air
Canada
Attachment
7B
Captured
on
May
21,
2020
from
page
8
of
https://www.aircanada.com/content/dam/aircanada/portal/documents/PDF/agents/enica/policies/
SKCH
EN
V13.pdf
Applies
when
there
is
a
flight
cancellation,
time
change,
flight
number
change,
cabin
change,
routing/airport
change
or
operating
carrier
change,
which
occurs
more
than
48
hours
prior
to
the
original
schedu[ed
departure
time.
SCHEDULE
CHANGE
ON/AFTER
MARCH
19,
2020
SCHEDULE
CHANGE
PRIOR
TO
MARCH
19,
2020
MAY
31,
2020
Between
March
1,
2020
and
up
to
May
31,
2021
24
months
from
the
date
you
cancel
your
booking
As
per
fare
rule
Waived
-
one
time
Applies
CHNGFEE20
DL)
As
of
May
7,
2020
-
V8
We've
waived
changes
for
new
and
existing
bookings
made
by
customers
worldwide.
See
below
for
additional
details.
For
quick
reference
on
which
policy
to
apply
(Goodwill
or
Schedule
Change),
please
refer
to
our
helpful
one-page
document.
AIR
CANADA
CANCELLED
YOUR
FLIGHTS?
YES
Apply
Goodwill
Policy
a
cancelled.
k.
cancelled
up
to
2
hours
prior
to
the
departure
flight.
Involuntary
Changes
-
Apply
Schedule
Change
Policy
Permissible
as
per
policy
guidelines
Rebooking:
(allowed
OAL).
Add
DUE
SKCH
in
ticket
endorsernent.
Permissible,
and
applies
only
for
a
014
ticket
if
an
acceptable
protection
cannot
be
found.
Refund:
Add
ACUSKEDCHG
+
flight
number
in
waiver
code
field.
Permissible
as
per
policy
guidelines
(does
not
allow
OAL*).
Add
DUE
SKCH
in
ticket
endorsement.
As
per
fare
rules.
Non-refundable
amounts
will
be
lost
(including
non-refundable
taxes)
Any
cancellation
fees
will
apply.
or
Credit**
ONLY
for
24
months.
Add
CV2OVL22
in
ticket
endorsement.
Change
fee
waived
—
ADCOL
collected
if
applicable.
Over-the-water
reprotection
flight
must
be
Air
Canada-operated
and
Air
Canada-marketed.
Ticket
will
need
to
be
exchanged
prior
to
the
ticket
expiry.
Instructions
can
be
found
in
the
Schedule
Change
policy
located
at
aircanada.corn/agents,
on
the
Online
DRS
or
by
contacting
the
GDS
Help
Desk.
Version
4:
May
7,
2020
For
complete
details,
please
refer
to
the
Schedule
Change
policy.
A
Christina
Castellani
Complaint
—
Air
Canada
Attachment
8
Captured
on
May
18,
2020
from
https://www.aircanada.com/content/dam/aircanada/portal/html/flash-files/20/200323
en.html
Christina
Castellani
Complaint
—
Air
Canada
Additional
Attachments
Christina
Castellani
Complaint
—
Air
Canada
Certificate
of
Service
I
hereby
certify
that
I
have,
this
20
day
of
August
2020
a
copy
of
the
foregoing
Complaint
to
be
served
by
electronic
mail
on
the
following
persons:
Kimberly
Graber,
Esq.
Blane
Workie,
Esq.
Robert
Gorman,
Esq.
Anita
Mosner,
Esq
Christina
Castellani
