Air Canada Backtracks on New Seat Selection Fee After Customer Backlash
Air Canada has temporarily reversed its decision to charge a new seat selection fee for travellers booked on the lowest fares, following a wave of complaints from angry consumers on social media.
The airline had announced a new policy where passengers with standard or basic fares would be charged to change their automatically assigned seats during check-in. This change was set to take effect on April 24, but after receiving backlash from customers, Air Canada decided to pause the implementation of the fee.
The decision to introduce the fee had sparked outrage among passengers, with many expressing frustration over what they saw as another money-grabbing tactic by the airline. Some customers took to social media to criticize Air Canada for behaving like a budget airline and eliminating free perks that were once included in the ticket price.
In response to the backlash, Air Canada issued a statement clarifying the policy change, stating that customers who wish to change their assigned seat after check-in would have to pay a fee, consistent with their branded fares. The airline also emphasized that families on the same booking would still be seated together at no extra cost, as required by Canada’s Air Passenger Protection Regulations.
While Air Canada did not confirm whether the consumer backlash influenced their decision to pause the fee, they stated that the pause was implemented for operational reasons to ensure a smooth rollout for customers and employees. The airline did not provide a timeline for how long the pause would last, but promised to communicate next steps at the appropriate time.
Air Canada’s move to introduce a seat selection fee aligns with other Canadian carriers, such as Flair and Porter, who also charge for seat selection after check-in. However, the decision to backtrack on the fee highlights the power of consumer feedback in shaping airline policies.