Lucie Guillemette, executive vice-president and chief commercial officer at Air Canada, is encouraged by the “tremendous progress” the travel industry, and country, has made in navigating the COVID-19 pandemic.
Speaking in a recently-posted video that was filmed at the newly-reopened Maple Leaf Lounge in Montreal, Guillemette thanks Air Canada’s travel partners for their dedication and support “as we rebuild our industry.”
In her message, Guillemette confirms that Air Canada will extend its booking flexibility policy to July 31 so that customers can change their travel plans “without having to pay a change fee.”
“We’re also proud to offer the most generous pandemic refund policy of any Canadian airline and to support our travel partners by not recalling commissions for refunds they processed,” Guillemette says.
Going forward, if Air Canada cancels a flight for any reason and is unable to rebook the customer within three hours of the original departure time, they can request a refund.
The airline is also trialling new technologies, such as Amadeus traveller ID, which will help customers save time at the airport by allowing them to upload their COVID-19 test results ahead of travel, Guillemette says.
Bar, meal service returning
Air Canada has reopened Maple Leaf Lounges in Toronto, Montreal, Vancouver and Calgary.
Later this month, Air Canada will also reintroduce bistro service on flights within North American as well as a selection of meals and full bar service on international flights, Guillemette says.
“We will continue to adapt, innovate and look to progress with the customer always top of mind,” Guillemette says.
Aeroplan is extending Elite Status through the end of 2022 and has introduced new partnerships with Starbucks and Rocky Mountaineer, she says.
Air Canada will serve 50 destinations in Canada this month and is continuing to grow its international network with new destinations like Cairo and Doha.
Many countries are now welcoming fully vaccinated Canadians like France, Greece and Spain, Guillemette points out.
Packages with Air Canada Vacations within Canada and to Europe and Sun destinations (including new offerings, like Maui) have been designed so “travellers can enjoy their dream escape, worry-free, knowing that we’ve thought of every detail,” she says.
Air Canada is also "deeply committed" to its goal of reaching net-zero greenhouse gas emissions by 2050, she says.
“As we look to much brighter skies, let’s not focus on recapturing what has been lost, but rather focus on how to build our future growth and rise higher,” Guillemette says.
For information on where Air Canada flies, its customer experience, and important updates, visit the airline's COVID-19 information hub here.
Watch Lucie Guillemette’s complete video message here.
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