MONTREAL - Air Canada is offering a comprehensive travel assistance service for customers affected by flight delays or travel disruptions beyond the control of airlines, for a price.
Canada's largest airline (TSX:AC.A) launched a new service Wednesday that provides customers with telephone access to customer service agents who will provide help, if they have paid for the optional assistance service.
Ben Smith, Air Canada's chief commercial officer, said the new service will help customers get on their way more quickly and smoothly when disruptions occur.
"We know how frustrating it can be when travel plans are disrupted by factors beyond the airline's control, such as bad weather or airport and air traffic delays,'' Smith said in statement.
"The addition of `On My Way' to our a-la-carte fare options lets customers customize their journey -- not just selecting a destination, but determining how they want to travel by choosing to pay for just the options that best meet their needs.''
The optional assistance service will cost $25 for flights up to 1,609 kilometres and $35 for longer flights, each way.
Customers who pay the extra fee will receive dedicated phone access to customer service agents who will rebook the customer on the first available flight, arrange free hotel accommodations, car rental or other ground transportation, and provide for free meals.
The airline will also send automatic flight information updates by SMS text message and e-mail that include terminal, gate and connecting flight details.
Customers who choose not to pay the extra fee still get assistance, however the airline does not normally offer hotel, transportation or meal allowances for delays beyond its control such as bad weather and air traffic delays.
