Document Title

IRREGULAR OPERATIONS POLICY (IROP)
The IROP policy applies when Air Canada, Jazz or Tier III flights are cancelled or delayed for 2 hours
or more, within 48 hours of the original scheduled departure time. Air Canada is responsible to rebook
all ticketed customers. This applies to:
- All ticket stock, all fare types and all booking sources;
- Customers holding separate tickets:
� Air Canada connecting to Air Canada
� Air Canada connecting to other airlines
When the affected flight is operated by another airline, for example AC* operated by UA, refer to that
airline for IROP handling.
With GDS bookings, you may also rebook your clients according to these guidelines.
GUIDELINES
Standard
Travel Window
Extended
Travel Window
Economy Class
Plus or minus 7 days from original travel date for year-round flights
Plus or minus 14 days from original travel dates for flights operating once
a week, during extreme IROP and during peak period Feb 12 – Apr 20, Jul
1 – Sep 7, Dec 12 – Jan 13
If original booking class not available, book lowest available class in the
same cabin, up to Y.
For Latitude/Super Elite customers, contact AC if the economy cabin if full
Executive Original booking class; if not available, OK to book up to J
Advance purchase Waived
Change fee Waived
Additional collection Waived only within the travel window
Min/Max stay Waived only within the travel window
Origin/Destination
Must stay the same. If the same city is not available, an alternate city
within a 200 miles radius is permitted.
Waitlist Only if the original fare permits waitlist
Updated July 6, 2010
If you can’t find suitable protection on the first available flights,
please contact Air Canada.

REBOOKING GUIDELINES
Rebook your clients based on the affected coupon and the airline’s ticket in this order:
Air Canada Flight Coupon
Air Canada Ticket (014) Other Airlines’ Tickets
1. Air Canada
2. Air Canada Codeshare (AC*)
3. Star Alliance
4. Non Star Alliance carriers
Other Airline Coupon
1. Air Canada
2. Air Canada Codeshare (AC*)
3. Issuing Carrier
4. Other airline – last resort
Air Canada Ticket (014) Other Airlines’ Tickets
1. Air Canada, or same carrier on itinerary
2. Air Canada Codeshare (AC*)
3. Star Alliance
4. Non Star Alliance carriers
1. Carrier on the coupon
2. Issuing carrier
3. Air Canada– coupon control required
4. Other airline – last resort
TICKETING GUIDELINES
In order for your clients to be able to continue to use web/mobile and kiosk check-in, their tickets must
be reissued.
- If they have already checked in, they must cancel their check-in before tickets can be reissued.
Contact Air Canada if they are unable to cancel their check-in
- When bags are checked, your clients must see an airport agent.
Tickets must also be reissued when the new itinerary’s routing or booking class does not match the
original tickets. You must have:
- Coupon control of all remaining coupons; if you don’t, contact Air Canada.
- IROP AC (flight number) / Date / Origin Destination in the endorsement box.
REFUNDS
Customers with 014 tickets affected by an IROP can receive a refund, for unused and partially used
tickets, processed to the original form of payment.
If the entire itinerary is cancelled, process the refund in your GDS. Enter the cancelled flight number,
date, origin and destination, in an OSI field of PNR, and then process the refund.
- Partial refunds must be processed by refundservices@aircanada.ca
- With Flight Passes, please contact Air Canada
Updated July 6, 2010

EN ROUTE STOPPAGE
When customers’ journey is interrupted at a connecting point, and Air Canada is unable to provide
same day transportation to their ticketed destination. For example:
Full Refund
Pro-rated refund
No refund
Applies when customers return to origin on their own, without completing the
itinerary | controllable IROP
Applies when customers return to origin on their own, without completing the
itinerary, or get to final destination by other transportation | un-controllable IROP
Example IROP in YYC: YWG x YYC YEG: AC re-protects customer the next
day; customer choose to get to YEG with another carrier
When customers complete their itinerary with Via Rail or by bus arranged by Air
Canada
REFUND EXCEPTIONS
Please contact the following companies if your clients are holding 014 tickets issued by them:
- Aeroplan: 1 800 361 5373
- Air Miles: 1 888 247 6453
- Air Canada Vacations: 1 800 296 3408
- Other airlines’ tickets: Please contact the issuing carrier
FUTURE CREDIT WITH 014 TICKETS
The change fee is waived, but the new fare rules apply when customers keep their unused portions for
future travel. When the ET is reissued for the new itinerary, enter this endorsement on the new ticket:
IROP AC FLIGHT #, DATE, ORIGIN DESTINATION / WAIVE CHG FEE WAIVED
VIA RAIL
Without prior notice from Air Canada, VIA will accept Air Canada’s tickets issued for travel on matching
routes, as long as passengers have an Air Canada Flight Interruption Manifest (FIM) or, Air Canada
ticket.
CRUISE
Your customers booked with a Cruise Line Company and affected by a flight delay or cancellation
under Air Canada’s control (i.e. mechanical) which causes them to miss their cruise, are entitled to
transportation to the next port-of-call without additional cost to the customer or cruise line. Call Air
Canada Call to process.
Note: when a cruise runs late and causes your clients to miss their flight, this is not an IROP and the
fare rule applies.
Updated July 6, 2010

EXPENSES
Airport ticket agents will provide vouchers to cover hotel, meals and transportation to the hotel to all
confirmed customers in a controllable IROP.
With uncontrollable IROP, vouchers will be provided only to UM, youths travelling alone, customers
with disabilities, and customers affected by a flight diversion.
DEFINITIONS
Controllable IROP
Any circumstance that Air Canada has direct control or influence over (i.e. mechanical and situations
not included in the uncontrollable IROP)
Uncontrollable IROP
Any circumstance outside of Air Canada’s control or influence. The delay codes are:
- Weather: WXD, WXL, WXR, WXS
- Work disputes: SOW
- Air Traffic Control: SOA, EQW
- Security: SES
- Immigration: EQW
- Aircraft Damage: ANA
Flight Diversion
An in-flight change of destination due to extenuating circumstances, such as weather.
Tier III
AC7200 - AC7299 Central Mountain Air
AC7350 - AC7499 Air Georgian
AC7350 - AC7499 Air Creebec
AC7350 - AC7499 Exploits Valley Air Service
Connection
North America: within 4 hours
International: within 24 hours
Updated July 6, 2010