Air Canada Introduces “Exceptional Disruption” policy as it resumes operations

Air Canada resumed operations yesterday (Aug. 19) after reaching a tentative agreement with its 10,000 flight attendants. The carrier had 155 flights scheduled for the day as it gradually resumed service, beginning with a limited number of international flights. This will gradually increase as the airline restores service in Canada, the U.S. and around the world over the coming days.

Highlights of Air Canada’s return to the skies include:

• First departures were AC009 from Toronto to Tokyo-Narita, AC556 from Vancouver to Los Angeles and AC489 from Montreal to Toronto
• 155 flights scheduled to depart on Aug 19 from Toronto, Montreal, and Vancouver across North America and to Europe, Asia, South Pacific
• Exceptional disruption policy to be implemented to cover transport expenses

Mark Nasr, Executive Vice President and Chief Operations Officer, at Air Canada, said that: “We’re laser-focused on getting our customers moving again. Restoring global operations will take up to 10 days, as aircraft and crew are out of position. Additionally, mandatory maintenance checks are required, as aircraft have been on the ground for more than three days.”

“Regrettably,” Nasr continued, “during this period some flights will be canceled until the schedule is stabilized, and we’ll notify customers well in advance and provide options.”

New Policy to Help Restore Trust

Nasr also made it clear that along with resuming its operations, the airline will also be working hard to restore trust.

“When customers buy a ticket on Air Canada, we are making a commitment to deliver them safely and on schedule. Following this disruption, we know confidence has been shaken. We’re working hard to fully restore their trust, starting by getting customers on their way again,” Nasr said.

And in order to do that, he said that Air Canada “will be introducing an exceptional policy [today, Aug. 20, 2025], towards covering transportation expenses which customers may have incurred to get to their destination during this disruption.”

The airline’s exceptional disruption policy is now available at www.aircanada.com/action .

Nasr also said that: “We’ve created a dashboard on our website so anyone can transparently track our progress as our operations return to normal. We look forward to welcoming our customers and flight attendants back onboard.”

The recovery dashboard is now available at www.aircanada.com/action .

Advice for passengers

The airline notes that as it ramps up its operations, customers should only go to the airport if they hold a confirmed booking, and their flights show as operating. Flight status can be checked on aircanada.com or on the Air Canada app.

Those with cancelled flights can obtain a full refund, a travel credit, or, ask to be rebooked on our Star Alliance partners or other airlines, although capacity is limited due to peak summer travel.

To assist in the rebooking process, Air Canada has designated 5,000 agents to assist customers in finding alternative travel. More information for customers about travel options including an FAQ is at:  www.aircanada.com/action.

Air Canada Express flights operated by Jazz or PAL continue to operate as normal.