Service Charge Refund Policy

This policy provides an overview of the rules governing the reimbursement of service charges. It’s purpose is to inform you of the conditions under which a refund may be necessary and how to obtain it.

Scope & Eligibility

Applies to employees, retirees and survivors of Air Canada (AC), AC Rouge, AC Vacations, AC Express and Fasco who use their travel privileges.

Useful Definitions

Intransit tax refund:

Reimbursement of the taxes paid by employees who travel stand-by on Air Canada and connect/transfer to another airline (ZED ticket or other).

To qualify, the following conditions must be met (which automatically disqualifies stand-by travel):

  • Connecting or transfer flights must appear:
    • On the same ticket
    • On conjunction tickets that are cross-referenced to one another
    • On a flight summary showing multiple tickets used by the passenger during their journey (i.e.: an official itinerary issued by a travel agent or airline)

Rules & Limitations

Occasionally, it may be necessary to process a service charge adjustment for travel on Air Canada. Please review the following information to understand how this works.

Rules

Service charges, plus applicable taxes and fees, are billed automatically each time you board a plane and are given a boarding pass.

Refunds may be requested if there is a discrepancy between the service charge amount processed on your credit card and the amount quoted when you booked your travel.

Refund requests will be validated by Employee Travel and, if applicable, credited to the credit card that originally made the payment.

Limitations

Refunds must be requested within 18 months of the first billed flight segment in question or they will not be reimbursed.

Do not call your credit card to inquire about billing discrepancies with regard to service charges (see Procedure section below).

Intransit tax refunds are not provided.

Fares, taxes, and fees quoted for intended travel may differ from actual billing depending on final travel itinerary, changes in fees, taxes and/or currency exchange rates.

Procedure

Requesting a service charge adjustment: If you notice an error in the service charge amount billed to your credit card, please take the following steps.

DO NOT CALL YOUR CREDIT CARD COMPANY FIRST as this may result in unnecessary processing fees you will be required to pay.

Please contact the Travel Care Team at 1-833-847-EMPL(3675) or send an email to actravel.voyageac@aircanada.ca to ask for clarification of the billed amounts.

  1. Go to the Employee Travel Site (ETS) > Policies
  2. Download form ACF23D (Request for Adjustment of Air Canada Travel Charge)
  3. Complete the form as per the instructions on the form, being sure to include:
    1. Employee name
    2. Employee number
    3. Employee contact information (email and telephone)
    4. Employee Travel billing number
      1. To find it, look at the Description associated with the charge on your credit card statement, or
      2. Check the Travel History tab on the Employee Travel Site
    5. Earliest flight date flown related to the request
    6. Passenger name (s)
    7. Type of adjustment required
    8. Brief description
  4. Compile the information specified on the form – namely:
    1. All required boarding cards
    2. Any required ticket copies
  5. Send your request to the mailing or email address to actravel.voyageac@aircanada.ca

This policy is subject to change without notice.
Last update: Jun 1, 2021