Air Canada Vacations

Online credit card safety

Is it safe to use my credit card online?

Yes. The security of your credit card transaction on aircanadavacations.com is protected by SSL encryption technology and private network security protocols. SSL technology scrambles your credit card information BEFORE it even gets to the net.

Top

Does your website use cookies?

Yes, in order to provide you with a better user experience.

Top

How confidential is my personal information?
Air Canada Vacations' Privacy Policy ensures that your personal information is not shared with third parties. For more information, please consult Security & Privacy.

Top

Online booking

How will I get my tickets?
Air Canada Vacations uses electronic ticketing. Upon receipt of full payment and all applicable fees, electronic tickets will be issued to the e-mail address provided at the time of booking.

Top

Can I make last-minute bookings?
Yes, you can make bookings up to the day before departure. You will receive all necessary travel documents within an hour of booking. 

Top

How do I know if my reservation is confirmed?
Your confirmation number will appear on the final screen once you've completed the online booking process. The same number will also be sent to you as part of a confirmation e-mail. To see your online bookings, you can also click “My bookings” on the Travel info page.

Top

If I don't receive a confirmation e-mail after I make a reservation, what should I do?

If you don’t receive a confirmation e-mail, call toll-free in Canada 1 866 529-2079 for assistance.

Top

Change or cancel a booking

If I need to change or cancel my reservation, what do I do?
If you wish to modify your booking, please call toll-free in Canada 1 866 529-2079. Please refer to Air Canada Vacations under Standard Cancellation Policy outlined in the Terms & Conditions.

Top

Can I add passengers to my booking after it is confirmed?
Yes, for assistance, call toll-free in Canada 1 866 529-2079

Top

Tickets & Travel documents

What travel documents do I need for my trip?
Entry requirements for Canadian citizens are outlined in the destination facts on the main page of each destination. Other travellers should contact the consulate or embassy of their destination of choice and/or for more information, visit voyage.gc.ca.

Top

How and when will I receive my tickets?
Upon receipt of full payment and all applicable fees, electronic tickets will be issued between 30 and 14 days prior to departure. Download and print all the attachments. Present your printed e-ticket(s) at the airport and/or printed voucher(s) at your destination.

For reservations made 7 days or LESS prior to departure, e-tickets will be made available within 24 to 48 hours.

For reservations made on the day before departure, your travel documents will be issued within an hour of booking.

Top

If there's an issue with my ticket, what should I do?
Call toll-free in Canada 1 866 529-2079 for assistance.

Top

If I don't receive a confirmation e-mail after I make a reservation, what should I do
If you don’t receive a confirmation e-mail, call toll-free in Canada 1 866 529-2079 for assistance.

Top

Aeroplan®

What is Aeroplan®?
Air Canada's frequent flyer program, Aeroplan® is Canada's most popular loyalty program. Over 6 million members earn Miles on flights and hotels that are redeemable toward reward travel to destinations served by Air Canada, Jazz and Star Alliance. Aeroplan® Miles are awarded with every Air Canada Vacations purchase. For more information or assistance, visit Aeroplan.com.

Top

Can I earn Aeroplan® Miles with my Air Canada Vacations purchases?
Yes. With the purchase of flight-inclusive packages, travellers earn Aeroplan Miles on Air Canada flights based on actual distance flown. What's more, in most cases, Miles accumulated are also Air Canada Status Miles which qualify for Air Canada Top-Tier Status. For more information, visit our Aeroplan page.

Top

How do I join Aeroplan®?
Becoming an Aeroplan member is easy and free! Simply complete the Aeroplan Enrolment Form at aeroplan.com to receive your Aeroplan membership number and start earning Miles for purchases you make with Air Canada Vacations and many other partners.

Top

How can I redeem my Aeroplan® Miles for my purchases with Air Canada Vacations?
Aeroplan Miles are redeemable on travel to over 800 destinations in 152 countries worldwide, as well as car rentals, hotel stays, gift cards, brand name merchandise and much more. More details

Top

Air Canada Vacations Gift Certificates

Can it be used towards an Air Canada flight ?
This gift certificate must be used/redeemed towards an Air Canada Vacations product. It cannot be redeemed directly with Air Canada towards flight only. Please visit us at www.aircanadavacations.com for all of our products.

Top

Where can I use this gift certificate?
Gifts certificates can be redeemed through a travel agent or through our call centre.

Top

What if I don't spend the total amount in one booking?
If you only use a portion of the certificate, the balance (minimum of $100.00) can be used towards a future booking with Air Canada Vacations.

Top

Can I really use it on any product?
The certificate can apply towards any of our products at full or sale price.

Top

How long before I get the gift certificate?
They are issued at our head office and the process can take 2-4 business days once payment has been received; they are then couriered to your home or business address.

Top

What are the amounts available?
Our certificates come in any denomination.

Top

Is there an expiration date?
Our certificates have no expiry date.




Please note our gift certificates are 100% non-refundable

Top

Baggage allowance

Baggage allowance
For baggage information, please refer to aircanada.com.

Top

Travelling with oversized baggage?
Contact Air Canada Vacations prior to departure if you are planning on travelling with oversized baggage (including sports equipement like bicycles, sufboards, golf bags etc.) Oversized baggage fees charged by the airline company during check-in do not include any ground transportation fees at destination. Additional fees may apply at destination.

Top

Browser requirements

Which browsers are currently supported?

We are committed to ensuring that aircanadavacations.com works with the preferred technologies of the vast majority of our customers. In order to meet this goal, we track which browsers our customers use, and how these change over time. Please be sure your Internet browser is current as many older versions of these browsers do not support the latest Internet technology and may make certain features unavailable.

Supported Browsers:

Microsoft Internet Explorer 6.0, 7.0 and 8.0 (PC)
Firefox 3.0 or 3.5 (PC or Mac)

Some of the site's functionalities don't work. What are some possible causes?

Browsers: Using older browsers, non-compatible browsers or disabling browser features, such as Javascript, cookies and SSL, may reduce site functionality.

Firewalls: If you are accessing aircanadavacations.com through a firewall or proxy, check with your Network Administrator to determine if cookies are permitted.

If you're still experiencing trouble navigating the site, contact us. We'll be happy to help.
 

Top

During Your Trip

How do I book tours or activities?
Please consult the Air Canada Vacations binder or bulletin board located in the lobby of your resort for a listing of all activities and tours available to you at your destination as well as a schedule of when and where you can meet with your Air Canada Vacations destination representative who will be pleased to assist you.

Top

If I need assistance during my trip, what should I do?

For assistance during your trip, you can either consult your Air Canada Vacations destination representative or call Customer Care: from most destinations call toll-free + 800 2963-4080; from Costa Rica dial 0 800 015-0382; from Mexico call 001 800 514-3408; from Cuba, Grand Cayman and St. Lucia, please contact your Air Canada Vacations destination representative. To find out how to contact your Air Canada Vacations destination representative as well as where and when they will be at your resort, please consult the Air Canada Vacations binder or bulletin board located in the lobby of your resort.

Top

If I am not satisfied with an aspect of my vacation, what can I do?
Any incidents that cause you distress, including injuries, service cancellation or problems, must be reported to Customer Care immediately following the event. All claims after your travel must be addressed to Customer Relations in writing.

Top

Multi-city itineraries

What is a multi-city itinerary?
A multi-city itinerary allows you to fly to one city, and fly back from another city. This allows you for instance, to fly to Paris from Montreal, and fly back to Montreal from London. You must always return to the same city of origin.

Top

How do I book a multi-city itinerary?
To start booking a multi-city itinerary, click on the "Flights" of our vacation search tool. Make sure you check "Multi-Cities" and enter all pertinent data about your multi-city itinerary. When you are finished, click submit. On the result page, you will be able to add the flight you want to your cart. If you need to add a hotel in both cities, an activity or a car rental to your booking, you will get the opportunity to do so once you are in the shopping cart. When you have added all the components you need, click the "Checkout" button and follow the simple steps to complete your booking with Air Canada Vacations.

Top

Can I combine any cities from the list of destinations?
When shopping, the website will tell you if a flight combination is possible or not.

We offer multi-cities itineraries to and from most European cities.
We offer multi-cities itineraries to and from most cities in the United States.
Combinations between most Sun and European destination are not possible.
Combinations between Sun destinations are not possible.
Combinations between cities in Asia are not possible.
Combinations between cities in the South Pacific are not possible.

Top

Can I book flights within Europe and the Unites States?
Air Canada Vacations does not offer flights between cities in Europe or between cities in the United States. Car rentals and rail travel (Europe only) are available. For rail travel, please contact us.

Top

Can I book an all-inclusive package?
You cannot book an all-inclusive package using a multi-city itinerary. However, you can combine flights and hotels by using our Shopping Cart.

Top

Seat selection

How do I select my seat in advance?
Please call us to reserve your seat in advance after completing your booking. Make sure to have your confirmation number handy.

• Advance seat selection is available at a cost of $15 each way.
• Seat selection is free for passengers departing for the U.S.A. (except for Las Vegas, Hawaii, and Florida) and European destinations .

Top

Shopping Cart

What is the Shopping Cart?
With our Shopping Cart, you can buy multiple products for multiple travellers all under the same booking. While making a booking, the "Travellers" screen requires that you provide all information for travellers and then assign each to the products and services you have booked.

Top

What is traveller info?
Traveller information includes the names of all people who are travelling. The type of traveller (adult, child, senior, etc.) must be specified.

Top

When do I use the "Add a traveller" option in this section?
The site is designed to provide enough spaces for you to enter the names of all the travellers. By default the system provides the same number of spaces as people on your booking. If you need more travellers, click on "Add a traveller" and provide the information.

Top

How do I change somebody's name?
If you haven't completed the booking, you can simply go back to the traveller info box and change the name. If you have completed the booking, please contact us.

Top

What is assigning travellers?
Assigning a traveller means choosing who will be using the products or services you have booked. For example, who will be taking the flight, who will be staying at the hotel, or who will partake in the activity.

Top

How do I assign travellers to a product or service?
The names of the travellers (as you entered them under traveller info) will appear in the dropdown menus under each product or service you have booked. Simply choose the names of the appropriate people. Notice the type of traveller. Each drop down menu will only contain one type of traveller (adult, child, senior, etc.)

Top

Can I change the number of people using the products and services I have booked?
From the "Travellers" screen, you cannot change the number of people booked on each product of service.
To change the number of people using a product or service you must return to your Shopping Cart (icon in top right corner of the screen). Once in your Shopping Cart you will be able to modify the number of people.
Please note: You may have to remove an item and rebook it to change the number of people.

Top

Can I assign multiple drivers to a car rental?
For car rentals, only 1 traveller (adult) can be assigned.

Top

Transfers

What are transfers?
Transportation between the airport and your hotel once at destination. Air Canada Vacations offers different types of transfers based on your destination, needs & budget.

Top

Will I receive a voucher for the transfer?
All information pertaining to your transfers will be contained in the travel documentation you will receive after completing your booking.

Top

If transfers are not included, how do I add them to my booking?
During your booking, once in the shopping cart, our system will show you if transfers are included or not for your package. If they are not, you will get the option to search and select from a list of options.

Top

Are transfers available for all destinations covered by Air Canada Vacations?
Transfers are already included for most of our destinations in the Caribbean & Mexico. Transfer options are available for destinations in Asia, Europe, South America, the South Pacific and the USA.

Top

Are transfers available for all of Air Canada Vacations' product lines?
You can add a transfer when you book a package. You can also add a transfer to your Flight-only or Hotel-only booking. You cannot add a transfer to Car-only & Activity-only bookings.

Top

Can I remove a transfer if it's already included in my package?
No, transfers that are included in your package (such as for most of our destinations in the Caribbean & Mexico) cannot be removed.

Top

Is there a maximum number of passengers per booking for transfers?
No, once a transfer is attached to a booking it is available for all the travellers on that booking.

Top

If there is a problem with my transfer, who should I contact for assistance?
Please refer to your travel documentation. All transfer information, included contact information, will be contained on the voucher for your transfer.

Top

What information do I need to give out to benefit from my transfer when I book Flight-only?
You will need to give us the name of your hotel. Please note that Air Canada Vacations only offers transfers to hotels we offer.

Top

What information do I need to give out to benefit from the transfers when I book Hotel-only?
You will need to give us your flight number so that we can schedule a pick-up.

Top

At what time does the airport pick-up time take place?
The airport pick-up time is based on your flight's arrival time.

Top

At what time does the hotel pick-up time take place?
Your hotel pick-up time is based on your flight's departure time.

Top

Travel insurance

Do I need to purchase travel insurance? How and when can I purchase insurance?

As of May 1, 2010, all travellers are responsible for having emergency medical insurance when travelling to Cuba. The insurance must be purchased from the country of departure and travellers may be required to present a policy valid for the duration of their stay in Cuba. A valid Canadian provincial health insurance card may be sufficient; however, it is strongly recommended that travellers review their out of country emergency medical coverage included with their provincial health insurance, or employee plans.

Should you require emergency medical coverage, Air Canada Vacations offers emergency travel medical insurance with RBC Insurance, a recognized Canadian travel insurance company in Cuba. Travel insurance can only be booked at time of booking and prior to your departure. Visit our Travel insurance page. 

Top

Travelling to, from or via the U.S.?

Travelling to, from or via the U.S.?

As required under the U.S. Transportation Security Administration (TSA)'s Secure Flight Program, Air Canada, along with other airlines, will be collecting and sending to the TSA the following additional information when you book a flight to, from or via the United States:
" Full name as it appears on the passport (mandatory)
" Date of birth (mandatory)
" Gender (mandatory)
" Redress Number (optional)

When you book your flight through Air Canada Vacations Reservations or via our website, the information will be collected at time of booking.

Travel to the U.S. from Visa Waiver Program countries
Effective March 15, 2010, citizens from countries participating in the US Visa Waiver Program who wish to travel by air to the United States must obtain prior approval through the Electronic System for Travel Authorization (ESTA) Details

Top

What is my Air Canada Vacations Vacation planner?

What is my Air Canada Vacations Vacation planner?

A Vacation planner is a personal website (view demo) that aggregates all your travel details in one convenient location. Before you travel, be sure to visit your Vacation planner to review your flight details including, applicable airport information, check-in times and baggage allowance.

You will also find helpful information for planning your trip, such as:
"Before You Go" checklist
Destination virtual maps
Guidebooks & maps
Recommended travel gear and store
Restaurant reservation tool
Weather reports

Your Air Canada Vacations Vacation planner is totally free!

Additionally, you also have the option to purchase recommended Lonely Planet travel guides or to upload your photos to build a souvenir photo book!

Top

Who receives a Vacation planner?

Anyone who buys a travel package with Air Canada Vacations (regardless of destination)  receives a Vacation planner. Details will be sent to the e-mail address you used during booking. Please note that travellers who book through a travel agent will not have access to this service.

Once your Air Canada Vacations Vacation planner is created, it will detail all future purchases, provided you use the same e-mail address when making new purchases.

If changes are made to a booking, your Vacation planner will be updated automatically within (approximately) 24 hours.

Top

How do I access my Vacation planner?
Your Vacation planner information will be sent via e-mail 24 hours after a booking is made.
In the future, your Vacation planner will be accessible under My ACV Bookings if you were logged in during your initial booking.

Top

Can I share my Vacation planner?
Yes, you can share your Vacation planner with your travel companions through e-mail, Facebook and Twitter. Access your Vacation planner and look to the right hand column for “Share your trip” options.

Top

How do I unsubscribe from a Vacation planner?
To unsubscribe, access your initial Vacation planner e-mail or your Vacation planner page and look for the unsubscribe option.

Top

I see options to build a photo book, buy a Lonely Planet guide etc. Will I be charged for these purchases?
The added features on Vacation planner are pay-by-use. You will need to purchase them independently, in separate transactions.

Top