Air Canada has introduced Refund Waiver Codes to simplify refund processing. This new process offers efficiency and is in line with industry standards.
Currently, processing a refund requires an update in the OSI field with remarks prior to cancellation that will transmit to Air Canada; however, this cannot always be accommodated to due to certain limitations.
The new process eliminates the need to update the OSI field. Instead, one of six refund codes should be used and entered in the WAVR field for every ticket that you are refunding.
| Situation |
Definition |
Refund Waiver Code
10 Characters |
Additional 4 digits |
| 24 Hours ¹ |
Passenger cancelled no later than 24 hours after purchase |
AC24HRRULE |
N/A |
| Unacceptable Schedule Change |
Caused by carrier; purpose of trip no longer exists |
ACUSKEDCHG |
Add flight #
Example: ACUSKEDCHG0871 |
| Unacceptable Delay, greater than 2 hours |
Caused by carrier; purpose of trip no longer exists |
ACUDELAY02 |
Add flight #
Example: ACUDELAY02871 |
| Unacceptable Flight Cancellations |
Caused by carrier; purpose of trip no longer exists |
ACFLTIRROP |
Add flight #
Example: ACFLTIRROP871 |
| Due death of passenger or travelling companion ² |
Passengers don’t need to be on same PNR, but must show proof they were traveling together, and the traveling companion passed away; purpose of trip no longer exists |
ACDUEDEATH |
Add relationship:
FTHR, MTHR, SIST, BROT, GMTH, GFTH, CHLD, GCHL, COMPExample: ACDUEDEATHFTHR |
| Jury/Military Duty ³ |
Passenger can no longer travel on their ticket because they have been called to jury duty or military duty |
ACCAL2DUTY |
Add Date Month Year
Example: ACCAL2DUTY0119 |
A handy Refund Services Reference Guide is uploaded to the Agent Reference page at www.aircanada.com/agents
¹ Consult Tariff Rule 100.
² Consult Tariff Rule 100 – H; retain legal documents for up to 6 months.
³ Consult Tariff Rule 100 – G; retain Legal documents for up to 6 months; proof that the duty is new; trip booked prior to duty. |
