Here are the best ways to get help:.-Send us a DM with your itinerary number and email address.-Use our secure chat on or in app.-Manage your itineraries through "Trips" while logged into your account without needing to contact an agent.

Hi there, we would like to help with this. Please send us a message with your itinerary number and email address, so we can assist you further. Thanks. -Love.

We are experiencing high call volume and long wait times due to a third-party global IT outage. We are asking travelers that if their needs are not urgent to consider postponing their calls and chats to avoid long hold times. We appreciate your patience.

Hola. Realmente nos gustaría investigar esto más a fondo para usted, pero como se indicó anteriormente, por favor DM con nosotros con su número de itinerario para que podamos ayudarlo.^FA.

Additional resources:

We're working hard to assist all travelers impacted by the winter storm. Agents are prioritizing travelers that are in-trip; please expect longer than average wait times. If possible, use self-service option + virtual agent on our app or website to modify travel + get assistance.

Travelers, we experienced a system outage impacting our customer service channels, which has now been resolved. We're sorry you weren't able to get in touch with us during that time. We're back online & here to help - please reach out at

We are aware of the large volume of airline cancelations due to Omicron and extreme weather. We are bringing more agents on daily to work with the airlines but please expect longer than average wait times. Travelers can also try our self-service options on our app or website.

We are working to process Air Canada flight refunds related to COVID-19 and notifying eligible customers via email. No further action is needed. If you’re eligible, please note it may take up to 90 days for the refund to appear on your bank statement. We appreciate your patience.

Do you have questions about your flight credit, or do you want to use it to book a new flight? Before calling in, read our FAQ here and check out how to redeem online.

We are currently experiencing high call, chat and social volumes. If you do not have imminent travel, then please reach out at a later time. We know many have questions and need help with existing or future travel plans, and we are working as quickly as we can to address those.