COVID refunds Q&A with Air Canada and ACV

Air Canada and ACV tackle agents’ COVID refund Q&As during ACTA webinar

MONTREAL — While many Air Canada and ACV clients are not surprisingly keen on refunds for their COVID-cancelled travel plans, more than a few want to keep their future travel credits (FTCs) on file.

And that’s just fine with Air Canada’s Director, Canada Sales & Global Accounts, Tracey Bellamy, and ACV’s General Manager of Sales Ontario and National Accounts, Eminia Nigro.

Updating the trade courtesy of ACTA, as part of ACTA’s webinar series, Nigro along with Bellamy and Air Canada’s VP, Canada & USA Sales, Lisa Pierce said it’s no problem at all if clients want to hang on to their FTCs.

It was one of many questions the airline and tour op are getting from travel agents in the wake of the April 12 announcement from Air Canada, and the April 13 announcement from ACV, that COVID refunds (and commission protection) would proceed as part of Air Canada’s financial assistance package from the federal government.

“That’s a question we’re hearing a lot from agents: ‘What do I do if my client wants to keep the FTC?’ That’s an easy one - you don’t have to do anything,” said Nigro. “Many are opting to keep the FTC on file because they absolutely want to travel.”

ACTA President Wendy Paradis is one of them. Paradis said that while her family group of 18 people had to cancel their trip because of COVID, they’re hanging on to the FTC. “Our agent asked if we wanted the refund and we said, no way, we want to travel in March Break 2022,” said Paradis during the ‘A Conversation with Air Canada’ webinar, hosted by ACTA.

Paradis added that ACTA members “have been pleasantly surprised at how many people don’t want the refund.” AIR CANADA Q&A

ACTA’s hour-long webinar with Air Canada and ACV was a practical, down to brass tacks format with FAQs and overviews of common concerns.

For Air Canada, the Air Canada Flash updates for agents, from April 13, April 16 and April 22 have extensive resources for the refund process including Travel Agent FAQs, the Schedule Change Document, Goodwill Policy and a Tax Reference Guide.

The tax reference guide is key, said Air Canada’s Pierce, who urged agents to consult the guide and do their best through the process. “We really don’t want to issue debit memos, we know this is going to be complex,” Pierce told agents. “We’re not going to be on a campaign to find every little error. But there is a potential for debit memos if the guidelines aren’t followed. As sales agents for Air Canada it is the agent’s responsibility to comply with tax and regulatory requirements.”

Pierce encouraged agents with questions to reach out to the Air Canada’s sales team.

One common question Air Canada is hearing from agents processing COVID refunds is about commissions and what goes in the commission box. “We hear this a lot. You put in zero. The commission box should reflect 0.00,” said Bellamy, adding that agents should contact their GDS help desk for more guidance if needed.

Also of key importance: the refund deadline is June 12, 2021. And agents need to turn those refunds around by July 12, 2021. “Customers need to request their refunds by June 12, 2021 by 11:59 p.m.,” said Bellamy. “And agents will need to have all refunds processed by July 12, 2021, by 11:59 p.m.”

Agents must add the waiver code ACA21COVID before the PNR is cancelled. Refunds are processed via the original booking channel, whether that’s the GDS or aircanada.com/ agents.

Other questions covered clients who have had refunds already processed by insurance providers. “If a client was reimbursed by the insurer, then the client is not eligible for a refund,” said Bellamy.

Bellamy also asked that agents not submit refund requests for EMDs.

As announced on April 12 and 13, eligible Air Canada passengers who purchased a non-refundable ticket for travel on or after February 1, 2020 but did not fly can now obtain a refund from the carrier by submitting a request online or with their travel agent. The revised COVID-19 refund policy covers Air Canada tickets and ACV packages purchased before April 13, 2021 for flights cancelled either by the airline or by the customer for any reason.

“That's a question we're hearing a lot from agents: 'What do I do if my client wants to keep the FTC?’ That’s an easy one - you don’t have to do anything,” said ACV's Erminia Nigro.

ACV Q&A

During the ACV portion of ACTA’s webinar, Nigro stressed to agents that June 12, 2021 for clients to request their refunds is a fi rm deadline. “We can’t make any exceptions to that deadline. That’s really important,” said Nigro.

Agents need to enter the fi rst and last name of the passenger on formstack and then use the travel agent’s phone and email. Agents will also need to enter their ACV Business Partner Number (email sales@vacv.com if you need it). Group bookings only need to be submitted once (an ACV Groups rep will call the agent to review the decision of each passenger on the group fi le).

Like Air Canada, ACV is protecting commissions. “We’re so proud we’re able to protect travel agent commissions for our travel agent partners,” said Nigro.

One question asked how refunds will be processed in cases with multiple payments for one travel package. Says Nigro: “Refunds will be issued on the original form of payment. If multiple payment methods were used, the applicable amounts will be refunded onto each form of payment supplied.”

Agents have also been asking ACV if they will earn commission on fi les where they applied the full net amount. “For group bookings where the travel agent only applied the full net amount, ACV will pay the agent a commission up to a maximum of 5% on the total fi le. ACV’s Groups department will reach out to every group fi le that has requested a refund.”

Agents can reach out to ACV with questions, and Nigro also urged agents to check out ACV’s FAQ, dated April 21, for the latest updates and new features.

Credit: Austen Diamond Photography

Nigro stressed to agents that June 12, 2021 for clients to request their AC and ACV refunds is a fi rm deadline. “We can’t make any exceptions to that deadline. That’s really important,” she said.

Kodachrome Basin, UT

When the sun sets, Utah’s Dark Sky Parks shine with thousands of stars

You wouldn’t think Utah’s parks and monuments could get any more beautiful than during a serene sunrise, or maybe a spectacular sunset. But truly in-the-know travellers will wait until after the sunset has subsided - and the day crowd has packed up and headed home - for the most dazzling display of all: thousands of stars shining in pitch-black skies, as far as the eye can see.

Utah’s Dark Sky Parks are increasingly at the top of to-do lists for many visitors to the state. And no wonder. While big cities and bright lights have their charms, Utah’s relatively low population density means that vast wide open spaces far outweigh cities and towns. The result is a star-gazer’s delight.

In fact, Utah has the highest concentration of the fi nest dark skies in the world, according to the list of International Dark Sky Places compiled by the International Dark-Sky Association (IDA).

Here are some of the best Dark Sky Parks in Utah:

SOUTHEASTERN UTAH

Two of Utah’s ‘Mighty 5’ National Parks - Arches National Park, and Canyonlands National Park - are favourites for star-seekers. In Canyonlands, there’s even the option for multi-day stargazing expeditions. Among the state parks, Dead Horse Point State Park is notable for being the fi rst Utah State Park to receive the IDA certifi cation. There’s also Goblin Valley State Park and Goosenecks State Park. Dark sky activities include night hikes, telescope programs and constellation tours. Rounding out the list in the southeast are Hovenweep National Monument, Rainbow Bridge National Monument, and Natural Bridges National Monument. Renowned for its dedication to zero light pollution, the remote and wonderful Natural Bridges National Monument was the very fi rst Dark Sky Park in the world.

SOUTHWESTERN UTAH

Two more of Utah’s ‘Mighty 5’ - Bryce National Park, and Capitol Reef National Park - are top picks for star-gazing in the southwestern part of the state. On a crystal clear night, upwards of 7,500 stars can be seen at Bryce, home to one of the oldest astronomy programs in the U.S. Bryce also has its own Astronomy Festival. In nearby Fishlake National Forest, stargaze at Fremont Indian State Park. At an elevation of 10,000 feet, feel closer to the stars at Cedar Breaks National Monument. Also in the southwest, check out Kodachrome Basin State Park, where on a clear night, the Milky Way can be seen in all its exquisite glory with the eyes.

NORTHERN UTAH

Some of the best night sights in northern Utah can be seen at Dinosaur National Monument, a designated International Dark Sky Park. Steinaker State Park is a nearby Dark Sky Park. With Salt Lake City as your basecamp, visit any of the following IDA designated places in less than a two-hour drive: East Canyon State Park, Antelope Island State Park, Jordanelle State Park, North Fork Park, Rockport State Park, and Timpanogos Cave National Monument.

For more information check out VisitUtah.com/stars.