I´m afraid that Air Canada is publically stating that they are not providing refunds for flights canceled due to COVID19 pandemic:I did file a DOT complaint back on May 5 when Dwayne advised that. Though I received an acknowledgement from them, no one contacted me per their statement "Your complaint or inquiry will be assigned to an analyst for review and you will receive a more detailed acknowledgment from us within a few days". There's no reference #. Do I file a new complaint since Air Canada has definitely denied me a refund?
And yes, my round trip flights originated and ended in the US [SFO].
Should I not bother reaching out to Air Canada Management as well then? Or if I should, which of the ones listed on your site - Twyla Robinson, Anthony Doyle, or Craig Landry? Thanks.
If you purchased a non-refundable fare, please note that in accordance with government regulations, non-refundable bookings that are canceled 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.
They have also issued the following statement to individual consumers:
“We realize that COVID-19 has disrupted the plans of travellers worldwide, and our priority is to ensure that our customers have options with a flexible rebooking policy. Similarly to other major airlines, Air Canada is offering all of our customers whose travel was cancelled due to the COVID-19 crisis, including those with non-refundable tickets, the option to keep the remaining value of the ticket for future travel with no expiry date.
Our policy of offering the remaining value of the ticket for future travel is not only consistent with how major airlines are managing this unique situation, but it is also in line with our publicly published tariff rules. Our policy states that in the case of uncontrollable cancellations, the airline’s responsibility is to provide alternate travel options (as opposed to refunds), at the end of the event that caused the cancellation.
This is also consistent with the Canadian Transportation Agency, which recently confirmed in a statement regarding COVID-19, the appropriateness of offering the remaining value of the ticket for future travel due to this unprecedented situation. This statement can be found here:
We realize you may disagree and view this approach as inconsistent with the US DOT’s Enforcement Notice. However, we believe that our position is consistent with US law having examined this question in depth.“
Due to the number of complaints and their public stance on the issue, we are encouraging consumers to file a complaint with the DOT, as it will likely take enforcement action on their part or a lawsuit to get them to change this policy. You can continue to write them, but I don't think it is going to help in this situation.