May 7 - Thank you for your continued support and understanding during these times of rapid change. To better help ACV trade partners, please see below for the latest update:

 

ACV Workplace Update:

Due to the recently announced temporary workplace reductions the following individuals will be your main contacts for the Sales Team:

• Western Canada Region: Marigold Frontuna, General Manager mfrontuna@vacv.com
• Ontario Region: Erminia Nigro, General Manager enigro@vacv.com
• Quebec & Atlantic Region: Guy Marchand, General Manager gmarchand@vacv.com
• National Accounts: Robert Reed, Manager rreed@vacv.com
• Inside Sales: sales@vacv.com or ventes@vacv.com

 

NEW! Update to Air Canada Vacations’ Operating Hours:

Please note that effective April 26, 2020 our Call Centre (including Groups) hours of operation will be modified temporarily to; Monday to Friday 9am – 6pm ET, Saturdays from 9 am to 5 pm ET and Sundays will be closed.

Please note that effective April 20, 2020 Air Canada’s Accounts Receivable hours of operation will be modified temporarily to; Monday to Friday 1pm – 5pm ET. They are confident we will get through these challenging times together. ACV will continue to send you updates as policies and processes change to better serve you.

 

NEW! – FAQ for June 1 – 30, 2020 Departures

Q: NEW! – What is the process for departures in June that have been cancelled? A: Affected customers whose bookings are cancelled will automatically receive a full credit for future travel valid for 24 months as of cancellation date. Agents do not need to contact Air Canada Vacations as the Future Travel Credit will be processed automatically and will be sent to your email.

Q: NEW! - How will my customers be notified?
A: Air Canada Vacations has sent an email to all travel agencies with a list of affected files with reservation numbers. It is the responsibility of the travel agency to contact affected customers to advise them of the cancellation of those scheduled to depart between June 1 - 30, 2020, inclusively.

Q: NEW! - What is the process for departures in June that are still operating?
A: If Air Canada is still flying to your customer’s selected destination, between June 1 and 30, 2020, an Air Canada Vacations Representative will call you in the coming weeks.

Q: NEW! – What are the routes still currently operating between June 1 – 30, 2020?
A: Please visit aircanada.com for the most up-to-date information on the operating schedule.

Q: NEW! - What if my booking is hotel-only?
A: Hotel-only bookings will not be cancelled. A representative from Air Canada Vacations will be contacting you to discuss your booking if the hotel on file is no longer actively receiving customers. If you have any questions, please contact: 1-866-754-5338

Q: NEW! - What if my Air Canada Vacations booking is for the air component only?
A: If your flight booked with Air Canada Vacations was impacted by a cancelled flight or suspended route your booking will be automatically cancelled. If your flight is still scheduled to depart between June 1 and 30, 2020, and you have questions about your customer’s flight, please contact: 1-866-754-5338

 

FAQ for Individual Package bookings regarding cancellations up to June 30, 2020

Q: NEW! – What is the validity period for the Future Travel Credit? A: Your customers’ Future Travel Credit is valid for 24 months from the file’s cancellation date. Only cancelled bookings originally scheduled to travel will be eligible. All Future Travel Credits already issued will be distributed featuring a 24-month validity from the file’s cancellation date. Certain conditions apply. *Please note that we are processing files in order of departure dates. Given the high volume of changes, we are working as quickly as possible and appreciate your patience. For any questions regarding an existing Future Travel Credit, please contact our contact center at 1-877-752-7710.

Q: NEW! – Why is my Future Travel Credit showing as NET?
A: Due to the auto-cancellation, your file is showing NET. Files will be adjusted accordingly, and a new invoice will be generated to reflect what the customer has paid. *Please note that we are processing files in order of departure dates. Given the high volume of changes, we are working as quickly as possible and appreciate your patience.

Q: NEW! – Are you making any exceptions to the Future Travel Credit by offering a full refund?
A: No, customers affected by flights cancelled between March 4 and June 30, 2020, will be offered a Future Travel Credit valid for 24 months as of cancellation date.

Q: NEW! – What types of bookings affected by a cancellation, scheduled to depart between March 4 and June 30, 2020, are eligible to a Future Travel Credit?
A: Bookings must have been affected by a scheduled cancellation to depart between March 4 and June 30, 2020 Types of bookings: Land only, Air only, Individual & Group *For land-only or air-only files, travel agents need to contact Air Canada Vacations if customers need to cancel and receive a Future Travel Credit.

Q: NEW! – Is my commission protected?
A: Yes! Air Canada Vacations is offering a full Future Travel Credit to your customers for cancellations of bookings scheduled to depart between March 4 and June 30, 2020. Your commission is not being recalled. *Please rest assured that we are regularly reviewing and reconciling all accounts and individual bookings in order to process any commission payment that is due. Given the high volume of changes, we are working as quickly as possible and appreciate your patience.

Q: Is the Future Travel Credit transferable?
A: Yes, the Future Travel Credit is transferable. The travel agent will be responsible to obtain written consent from the original passengers on file with the names of the new passengers including proof of identity. Travel agencies will be responsible to keep this information on hand for a minimum of 3 years. Travel Agencies must be able to provide this information when requested by Air Canada Vacations should any claims arise on the file. Certain conditions apply. *The Future Travel Credit is not transferable for Cruise files.
*Future Travel Credits are valid for 24 months as of cancellation date and no extensions will be permitted.

Q: When my customers are ready to rebook with their Future Travel Credit, what is process?
A: Travel agents need to contact Air Canada Vacations to make the new reservation. Please call our Contact Centre at 1-877-752-7710.

Q: When my customers are ready to rebook, what if the new amount is less than the original file?
A: If new file is less expensive than original file, the residual amount will remain on file. (Example)
          o Original booking $1000 ($900 + $100 commission)
          o Subsequent booking $700
          o Travel agent quotes $800 to the customer which includes the commission already paid
          o The residual amount on file of $200 is non-commissionable once used

• Please note the remaining amount on file is applicable to Air Canada Vacations products.

Q: How will my customers be notified?
A: Air Canada Vacations will reissue a new invoice to all travel agencies with the 24-month future travel credit validity. It is the responsibility of the travel agency to contact affected customers to advise them of the cancellation of those scheduled to depart between March 4 and June 30, 2020, inclusively. *The invoice supplied by Air Canada Vacations is not to be shared with the customer.

Q: As the travel agent, is there anything I need to do?
A: The updates to the affected Future Travel Credits will be processed in order of departure dates, so it is not necessary for you to contact Air Canada Vacations. Given the high volume of changes, we are working as quickly as possible and appreciate your patience.

Q: Will my customers receive an email notification directly from Air Canada Vacations?
A: No, the new invoice will be sent automatically to the travel agency email on file.

Q: What if my customer’s booking included the CareFlex travel protection plan and they were impacted by departures between March 4 and June 30 cancellation period (either purchased or complimentary)?
A: If the customer had purchased CareFlex for the booking, we will provide a Future Travel Credit for the full amount including the price paid for CareFlex. The Future Travel Credit will be valid for 24 months including the cost of CareFlex. Travel agents commission will be protected.

Q: How long will it take to receive an updated invoice?
A: We are processing files in order of departure dates. Given the high volume of requests, we will be sending revised invoices as quickly as possible.

Q: Are you making any exceptions to the Future Travel Credit by offering a full refund?
A: No, customers affected by flights cancelled between March 4 and June 30, 2020, will be offered a Future Travel Credit valid for 24 months as of cancellation date.

Q: ACV&ME – If my file has been cancelled due to COVID-19, when I will receive my points?
A: ACV&ME regular terms and conditions apply; points are not earned on cancelled bookings. When your customers redeem their Future Travel Credit you will earn points on the new booking and see them listed under pending points. Points will then be moved to your redemption amount the day after your customer’s departure

Q: NEW! – What if my customer wishes to cancel travel for July 1, 2020, or later?
A: Normal booking and/or cancellation penalties will apply.

 

FAQ for Group Bookings

Q: NEW! - What is the validity period of the Future Travel Credit? A: For Group bookings affected by a scheduled cancellation for departure between March 4 and June 30, 2020, customers will receive a full credit on file for future travel valid for 24 months as of cancellation date. Should your groups flight still be operating between June 1 and 30, 2020 an Air Canada Vacations Groups representative will be contacting you. *Please note that we are processing files in order of departure dates. Given the high volume of changes, we are working as quickly as possible and appreciate your patience.

Q: What is the process when you are ready to rebook your group file with the Future Travel Credit?
A: A requote will need to be requested with new dates at the same hotel and destination which may result in difference in fare.
          a. If the new fare is higher, the difference will have to be paid for by the passengers.
          b. If the new fare is lower, any residual value from the lower fare will remain on your file for future use.
*Air Canada Vacations continues to work with individual hotel partners to ensure customers can rebook with ease. If you’d like more information about your Group booking, please contact your Groups coordinator.

Q: If my customer was originally booked as part of a group, can they use their Future Travel Credit to make an individual booking?
A: Yes, noting that the Future Travel Credit will be only applicable to the same destination and same hotel and will be subject to availability and fare changes. To complete your new individual booking, please contact your group coordinator.
*Air Canada Vacations continues to work with individual hotel partners to ensure customers can rebook with ease. If you’d like more information about your Group booking, please contact your Groups coordinator

Q: Is the Future Travel Credit transferable?
A: Yes, the Future Travel Credit is transferable. The travel agent will be responsible to obtain written consent from the original passengers on file with the names of the new passengers including proof of identity. Travel agencies will be responsible to keep this information on hand for a minimum of 3 years. Travel Agencies must be able to provide this information when requested by Air Canada Vacations should any claims arise on the file. Certain conditions apply.
*The Future Travel Credit is not transferable for Cruise Groups files.
*Future Travel Credits are valid for 24 months as of cancellation date and no extensions will be permitted.

Q: What is the invoicing process when there are Tour Conductors on file?
A: We will generate a new final invoice to you, which includes your Tour Conductor as per original booking. In addition, we will generate a Future Travel Credit invoice which will not include your Tour Conductor as we cannot forecast when your passengers will travel and if the same Tour Conductor will apply.
*Please note: if passengers do not travel as a group, they will not be entitled to the Tour Conductor. The Future Travel Credit will be broken down by passenger without the Tour Conductor included. The final invoice will reflect a breakdown per passenger and the total value of the entire group including the Tour Conductor calculation.

Q: What happens to cancellation fees already on file due to earlier modifications?
A: Cancellation fees already on file will not be converted to a Future Travel Credit.

Q: Is the Future Travel Credit on file gross, or net?
A: The value of the Future Travel Credit is based on the total funds on file.

Q: What happens with unused Future Travel Credit?
A: The value of the Future Travel Credit will remain in-house and the agent receives the commission (mark-up) once the Future Travel Credit expires. After the Future Travel Credit expires, the travel agent can contact their group coordinator to release the commission (mark-up).

Q: What happens if a customer claims through insurance?
A: The Groups department will subtract the amount per passenger from the Future Travel Credit.

Q: How is the Group Future Travel Credit dispersed among passengers in the group?
A: Groups will issue one final invoice with a detailed breakdown outlining the booking details along with a Future Travel Credit amount with the total value of payments received on file.

Q: What happens to the wedding $500 Future Travel Credit?
A: The $500 Future Travel Credit will be applicable to the new file according to Wedding Group terms and conditions (minimum required of 30 passengers).

Q: What happens if the hotel booked is temporarily closed due to COVID-19?
A: Your Group coordinator will be contacting you to outline the options.

Q: NEW! – Are you making any exceptions to the Future Travel Credit by offering a full refund?
A: No. Customers affected by flights cancelled between March 4 and June 30, 2020, will be offered a Future Travel Credit valid for 24 months as of cancellation date.

 

FAQ for Cruise Bookings

Q: NEW! - My customers are not travelling anymore on a purchased cruise package with Air Canada Vacations. Are they entitled to credit or a refund? A: For any cruises that have been suspended by the cruise line, your customer is eligible to a Future Cruise Credit or a refund based on cruise lines’ policy. 1. Affected customers can receive a future cruise credit or a refund on the cruise only portion based on the value and validity of the cruise lines’ policy. 2. The air portion on file is eligible for a future travel credit valid for 24 months from the date of cancellation *For any questions regarding an existing cruise reservation, please contact our contact center at 1-877-752-7710.

Q: NEW! - Is Air Canada Vacations offering Future Cruise Credits or a refund on cruise only booking scheduled to depart between June 1 - 30, 2020?
A: Air Canada Vacations is aligning its policy with the cruise lines to offer a Future Cruise Credit or a refund based on the cruise lines’ terms and conditions.
*For any questions regarding an existing cruise reservation, please contact our contact center at 1-877-752-7710.

Q: NEW! - The Future Cruise Credit is valid until which date?
A: Affected customers will receive a future travel credit on the cruise-only portion based on the value and validity of the cruise lines’ policy. Your customers’ Future Travel Credit on the air portion is valid for 24 months from the file’s cancellation date. Only sailings that have been suspended by the cruise lines will be eligible.

Q: How long will it take to receive an updated invoice?
A: We are processing files in order of departure dates. Given the high volume of requests, we will be sending invoices as quickly as possible.

Q: When should the customer expect the refund to be processed?
A: Air Canada Vacations is aligning its policy with Cruise Lines. Please note that we are processing files in order of departure dates. Given the high volume of changes, we are working as quickly as possible and appreciate your patience. Please note refund might take up to 3 months to process.

Q: Is the Future Cruise Credit transferable?
A: Air Canada Vacations is following the cruise lines’ policy. Please contact our Cruise department to review applicable options.
*Please note that cruise Future Travel Credits can only be redeemed on a future Air Canada Vacations’ cruise booking.

 

NEW - Air Canada Vacations partners with Flex Travel Solutions Inc.

Following the official news that TIESS was decommissioned as of May 1, 2020, Air Canada Vacations announced its partnership with Flex Travel Solutions Inc., a customer-centric solution designed to facilitate the billing and settlement between travel industry suppliers and travel agencies.

Teams from Flex Travel Solutions and Air Canada Vacations have worked in tandem to ensure that your profiles were set up on time to receive your commissions after May 1, 2020.

To create your Travel Agency Profile with Flex Travel Solutions and receive your Air Canada Vacations’ commission payments, please click here: portal.flextravelsolutions.com

Once your profile has been created and approved by a Flex Travel Solutions administrator, an email notification will be sent informing you of your account approval and the required next steps to start receiving commissions through the FTS Portal.

Should you have any questions or difficulties to register, please contact: support@flextravelsolutions.com.

 

Chargebacks due to COVID-19

Subject to an approved chargeback by a credit card company, the burden of payment will not be passed to travel agents. Air Canada Vacations will be disputing these chargebacks on the travel agent’s behalf. Should ACV require more information to dispute the chargeback, they will contact travel agents directly to obtain communications between the agency and the shared customer.

Q: Is my commission protected?
A: If the dispute of the chargeback is successful, commission is protected. In the event a chargeback dispute is refused by the bank, the commission will unfortunately need to be recalled.

Q: What is the process if my customers completed a chargeback due to COVID-19?
A: It is not necessary to contact Air Canada Vacations. Should the company require more information to dispute the chargeback, they will contact travel agents directly to obtain communications between the agency and the shared customer.

 

New 25-Day Final Payment Policy

To provide more flexibility to your customers, Air Canada Vacations is offering a new 25-day payment policy. Final payments can now be processed up to 25 days prior to departure, down from the current 45-day deadline. Air Canada Vacations’ cancellation policy will also be aligned with these amended final payment conditions. See details below.

The new 25-Day Final Payment Policy is valid for:

• New and existing bookings until further notice
• On individual packaged bookings to all destinations
• Applies to packages only
• Excludes Cruises and Group bookings
• Excludes Sandals and Beaches, and Disney passes
• EBB terms and conditions according to your invoice still apply
• The cancellation policy June vary for select hotels
• Cancellation terms are as follows:
          o Cancellation 25 days or more prior to departure; $250 per person
          o Cancellation 24-21 days prior to departure; 50% of total price
          o Cancellation 20 days or less prior to departure; 100% non-refundable

 

 

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