IRREGULAR OPERATIONS POLICY (IROP) The IROP policy applies when Air Canada, Air Canada rouge™, Air Canada Express™ or Tier 3 flights are cancelled or delayed for two hours or more, within 48 hours of the original scheduled departure time. Air Canada is responsible for rebooking 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. • Changes to the return portion to offer the same length of stay are permitted in the same cabin providing tickets are issued on 014 ticket stock only. If OAL ticket stock, the customer is subject to the applicable additional collection and change fees for the unaffected segments that are being extended as per the fare rule and future voluntary changes have to be made via AC; AC cannot waive amounts on OAL ticket stock. With GDS bookings, you may also rebook your customers according to the following guidelines. GUIDELINES Standard Plus or minus 7 days from original travel date for year-round flights Travel Window Extended 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, Travel Window 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. Economy Class For Latitude/Super Elite customers, contact Air Canada Reservations at 1-888-247-2262 if the Economy cabin is full. Premium Economy Class Original booking class; if not available, OK to book up to O Business Class 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 Must stay the same. If the same city is not available, an alternate city within a 322- Origin/Destination kilometre (200-mile) radius is permitted. Waitlist Only if the original fare permits If you cannot find suitable protection on the first available flights, please contact Air Canada Reservations at 1-888-247-2262. December 9, 2019. Information subject to change without notice. REBOOKING GUIDELINES Rebook your customers 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/Air Canada Express/ 1. Air Canada/Air Canada Express/ Air Canada rougeTM Air Canada rougeTM 2. Pure LH/UA/LX/OS/SN 2. Issuing Carrier 3. Other pure Star AllianceTM 3. Pure LH/UA/LX/OS/SN 4. Non-Star Alliance carriers with whom 4. Other pure Star Alliance Air Canada has an interline ticketing and/or 5. Other airline with whom Air Canada has an re-protection agreement interline ticketing and/or re-protection agreement 5. Other airline with whom Air Canada does not have 6. Other airline with whom Air Canada does not an interline ticketing and/or re-protection have an interline ticketing and/or re-protection agreement agreement Other Airline Coupon Air Canada Ticket (014) Other Airlines’ Tickets 1. Same carrier as on itinerary 1. Same carrier as on itinerary 2. Air Canada/Air Canada Express/Air Canada rouge 2. Issuing carrier 3. Pure LH/UA/ LX/OS/SN 3. Air Canada/Air Canada Express/ 4. Other pure Star Alliance carrier Air Canada rouge* 5. Non-Star Alliance carriers with whom 4. Pure LH/UA/ LX/OS/SN Air Canada has an interline ticketing/and or re- 5. Other pure Star Alliance carrier protection agreement 6. Non-Star Alliance carriers with whom 6. Other airline with whom Air Canada does not have Air Canada has an interline ticketing/and or re- an interline ticketing and/or re-protection protection agreement agreement 7. Other airline with whom Air Canada does not have an interline ticketing and/or re-protection agreement *Coupon control is mandatory for the affected coupons. If coupon control is not obtained, protections can only be offered on the same carrier as the itinerary or the issuing carrier. In some instances coupon control can be obtained by calling the issuing carrier directly and requesting control). Please note that AC*OAL codeshare cannot be used, per IATA (Resolution 766); OAL protection must be booked as pure OAL. TRAVEL TO CUBA In case of involuntary changes from a flight disruption and there are no alternate Air Canada options, customers cannot be protected via the U.S. due to U.S. legislation restrictions. Alternate international carriers (for example: CM via PTY or AM or 4O via MEX) may be offered as necessary. TICKETING GUIDELINES In order for your customers to be able to continue to use web/mobile and kiosk check-in, their tickets must be reissued. • If your customers have already checked in, they must cancel their check-in before tickets can December 9, 2019. Information subject to change without notice. be reissued. Contact Air Canada Reservations at 1-888-247-2262 if your customers are unable to cancel their check-in. • When bags are checked, your customers 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. • Enter ‘IROP AC FLIGHT # / 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. For refunds due to an IROP flight cancellation (caused by carrier, purpose of trip no longer exists), add the following waiver code: ACFLTIRROP along with the flight number. • Example: ACFLTIRROP871 For refunds due to a flight delay (unacceptable delay greater than 2 hours), add the following waiver code: ACUDELAY02 along with the flight number. • Example: ACUDELAY02871 If the IROP involves an OAL flight, then the OAL flight number should be noted along with the date/routing. • Partial refunds must be processed by submitting a Ticket Refund Application form online at aircanada.com or aircanada.com/agents. • With Flight Passes, please contact Air Canada Reservations at 1-888-247-2262. EN ROUTE STOPPAGE Occurs when your customer’s journey is interrupted at a connecting point and Air Canada is unable to provide same day transportation to their ticketed destination. For example: Applies when customer elects to return to origin without completing the itinerary during Full Refund a controllable IROP. Applies when customer elects to return to origin without completing the itinerary or Pro-rated during an uncontrollable IROP or travels to final destination by other transportation. Refund Example: IROP in YYC: YWG x YYC YEG: AC re-protects customer the next day; customer chooses to travel to YEG with another carrier. When customer completes itinerary with VIA Rail or by bus arranged by No Refund Air Canada. December 9, 2019. Information subject to change without notice. REFUND EXCEPTIONS Please contact the following companies if your customers 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 / CHG FEE WAIVED’ VIA RAIL Without prior notice from Air Canada, VIA Rail 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 who are affected by a flight delay or cancellation under Air Canada’s control, such as a mechanical situation, that causes them to miss their cruise are entitled to transportation to the next port-of-call without additional cost to the customers or cruise line. Note: When a cruise runs late and causes customers to miss their flight, this is not an IROP and the fare rule applies. EXPENSES Air Canada Airport Ticket Agents will provide vouchers to cover hotel, meals and transportation to the hotel to all confirmed customers in certain situations. With an uncontrollable IROP, vouchers will be provided only to unaccompanied minors (UMs), youths travelling alone, and customers with disabilities and customers affected by a flight diversion. DEFINITIONS Controllable IROP Any circumstance that Air Canada has direct control or influence over (mechanical situations 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 December 9, 2019. Information subject to change without notice. Flight Diversion An in-flight change of destination due to extenuating circumstances, such as weather. Tier 3 AC7200 - AC7349 Central Mountain Air AC7350 - AC7499 Air Georgian Ltd. AC7500 - AC7599 Sky Regional Airlines Inc. AC7600 - AC7614 Air Creebec AC7615 - AC7649 Exploits Valley Air Services Ltd. Connection North America: within 4 hours International: within 24 hours December 9, 2019. Information subject to change without notice. .