Enhancement to Notification of Schedule Change with Protection
To enhance customer experience, starting November 22, 2021, Air Canada will communicate schedule changes directly to all passengers, within 180 days of departure, regardless of the booking channel. With this new process, a notification will be sent simultaneously to your agency GDS queue, and to our mutual customers.
As Air Canada is not able to ascertain that the email address on the PNR is for the traveller, customers booked with travel agencies, including online travel agencies, will be asked to contact them for assistance.
The notification will be sent to the first passenger contact in the PNR. Reminder that as per the IATA resolution 830d and to comply with the Air Passenger Protection Regulations, Air Canada requires that all trade partners include the passengers’ contact information using industry standard SSR CTCE or SSR CTCM formats in each PNR, the preferred method being email.
You will continue to receive schedule change notifications via your agency’s GDS queues. The difference is that we will notify you and your travellers of all schedule changes within 180 days of departure. You must still action all segment status/time change (TK) within 14 days of the schedule change notification, or 7 business days prior to departure, whichever is earlier.
In the near future, schedule changes that result in a mismatch, misconnection, or no protection will be notified as follows:
- If within 30 days of departure, the schedule change will be immediately queued to your GDS, and Air Canada will also notify your customers directly.
- If outside 30 days of departure, Air Canada will wait 14 days at most to notify your customers, allowing you to find suitable reprotection. If you are unable to find suitable protection within 14 days, Air Canada will notify your customer of the schedule change.
