Skip to main content
Air Canada Vacations

Frequently asked questions

Browse the inquiry topics below for quick answers to your questions about our products and services. If you still need help, contact us and one of our representatives will be happy to assist you.

Advance seat selection

Aeroplan®

Air Canada Rouge

Air Canada Vacations gift certificates

Baggage fees and information

Browser requirements

Change or cancel a booking

Cruises

During your trip

Group travel made easy

Hurricane policy

Online payments and security

Online bookings and confirmation

Tickets & travel documents

Transfers

Travel insurance

Travelling with allergies or dietary restrictions

Travelling with your pet

United States travel

How do I join Aeroplan?

Becoming an Aeroplan Member is easy and free! Simply register at aircanada.com/joinaeroplan to receive your Aeroplan membership number and to start earning points for purchases you make with Air Canada Vacations and many other partners.

How can I redeem my Aeroplan points to book with Air Canada Vacations?

You can book your vacation by redeeming points for vacation packages, Flight & Hotel packages, hotels, tour packages and Flight & Cruise packages*.

Can I add my Aeroplan number to a reservation after I’ve already booked?

If you’ve booked a package, you can now add your Aeroplan number to your reservation up to 3 days before your departure. Visit our Manage your booking page to learn more.

Air Canada Rouge

What is Air Canada Rouge?

Air Canada Rouge is Air Canada's leisure airline. In partnership with Air Canada Vacations, Air Canada Rouge offers charming service, good prices, reliability and comfortable travel to several destinations. Visit Air Canada Rouge to discover how you can get the best vacation experience.

How can I book Air Canada Rouge?

Air Canada Vacations offers convenient online booking tools to help you book your vacation. Just search for the Air Canada Rouge destination of your choice and proceed to booking your vacation package or flight. Adding a connector? Don’t worry, both Air Canada flights and Air Canada Rouge flights will be shown clearly on the package details page.

Will I still be able to book a connector via Air Canada?

Yes, Air Canada Rouge offers convenient and seamless connections across Air Canada’s network via its Toronto and Montreal hubs.

Will I still be able to earn Aeroplan points with Air Canada Rouge?

Yes, you can earn points with every Air Canada Rouge flight included in your vacation package. Visit aircanada.com/aeroplan for details.

If I have Aeroplan Elite or Super Elite status with Air Canada, will it still be recognized with Air Canada Rouge?

Yes, your Altitude status and benefits will apply. Visit the Air Canada Altitude page for more info.

Air Canada Vacations gift certificates

Does Air Canada Vacations offer gift certificates?

As of August 31, 2023 Air Canada Vacations no longer offers gift certificates.

If you have a gift certificate that you haven't redeemed yet, you can still do so. Gift certificates do not expire and can be redeemed through a travel agent or through our toll-free call centre at 1‑866‑529‑2079.

We continue to offer Air Canada gift cards, which can be redeemed for flight-inclusive packages purchased with Air Canada Vacations, as well as Air Canada flights and flight services. Gift cards cannot be redeemed on group bookings. A maximum of two (2) gift cards can be redeemed per booking. You can buy an Air Canada gift card here. 

Do gift certificates expire?

No. Air Canada Vacations gift certificates do not have an expiry date.

What products can I purchase with a gift certificate?

The gift certificate can be used towards any Air Canada Vacations product that is sold on aircanadavacations.com, except for car rentals and excursions. Eligible products include:

Can a gift certificate be used towards an Air Canada flight?

No, an Air Canada Vacations gift certificate cannot be used directly with Air Canada to book a flight. Our gift certificates can only be used to book a product (excluding car rentals and excursions) that is available on aircanadavacations.com.

You can purchase an Air Canada gift card, which can be redeemed for flight-inclusive packages purchased with Air Canada Vacations, as well as Air Canada flights and flight services.

How can I redeem an Air Canada Vacations gift certificate?

Gifts certificates can be redeemed through a travel agent or through our toll-free call centre at 1‑866‑529‑2079.

What if I don’t spend the total amount of a gift certificate in one booking?

If you use a portion of the gift certificate and have a remaining balance, you will have a credit on file that can be used towards a future booking with Air Canada Vacations.

Gift certificates are non-refundable and cannot be redeemed for cash.

Baggage fees and information

What is the baggage allowance for a flight?

When you book with us, your 1st checked bag and one carry-on are included! Learn more about Our Vacation Promise.

For details on baggage information, please refer to Air Canada’s Baggage Information page.

Can I travel with oversized baggage?

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

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. 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: The latest versions of Internet Explorer, Mozilla Firefox, Google Chrome and Safari are supported.

Who should I contact if I’m having technical difficulties with the website?

If you are experiencing technical difficulties with our website, check your browser or firewalls first:

Change or cancel a booking

How can I change or cancel my booking?

If you wish to change or cancel your booking, please call us toll-free at 1‑866‑529‑2079 or visit our Manage your booking page.

If you've purchased CareFlex travel protection, you can cancel your trip up to 21 days before departure for a full refund or up to 3 days away for a Future Travel Credit. You can cancel online by visiting our Manage your booking page. If you booked your vacation through a travel agent, you can also cancel your trip directly online or by reaching out to your travel agent.

Please note that cancellation fees may apply. For more information, refer to our “Standard Cancellation Policy” section outlined in the Terms & conditions for each destination.

Can I add passengers to my booking after it’s confirmed?

Yes, for assistance call us toll-free at 1‑866‑529‑2079.

Can I fix an error in my personal passenger information after my reservation is confirmed?

Mistakes happen. If you’ve made an error in your personal passenger information (ex: name, date of birth) when booking a vacation package, Flight & Hotel package or tour package, you can make a correction up to 5 days before departure by visiting our Manage your booking page.

For Flight & Cruise packages, please call us at 1‑866‑529‑2079. If you’ve booked through a travel agent, please have them contact us on your behalf.

Cruises

Can I make a last-minute cruise booking?

Yes, you can make bookings up to the day before departure.

When are final payments due?

Full payment can be made at the time of booking or your booking can be confirmed with a deposit. Visit our Flexible payment options page to learn more. 

Can I add a flight to my cruise booking?

Definitely. Add a flight when booking or call us toll-free at 1‑866‑529‑2079 for assistance post-booking.

How do I find out about prices for flights?

You can shop for a Flight & Cruise package online or with our reservation agents who will be happy to help you. Call us toll-free at 1‑866‑529‑2079 for assistance.

Can I choose my seat on the plane?

Of course. You can select your seat when booking your package online. Post-booking, visit our Manage your booking page to add your seat selection. A fee may apply for advance seat selection. 

Is there a meal onboard the flight?

Onboard snacks are available on most flights. Availability of hot meals depends on the destination, the length of the flight, and the cabin you’ve chosen to travel in. Please refer to Air Canada’s onboard cabins page for more information.

Are transfers included when I purchase a flight with a cruise?

Transfers are not included. Transportation from the airport to your hotel or port can often be arranged at an additional cost. Ask one of our reservation agents about transfers when you book your flight by calling us toll-free at 1‑866‑529‑2079.

How can I find my cruise confirmation number?

You will find your cruise confirmation number on your invoice.

How do I know if my reservation is confirmed?

Once you receive your invoice, your reservation is confirmed.

How do I register my cruise?

You must register online with your cruise line after booking your cruise. Each cruise line has a specific process for issuing cruise travel documents. To complete your registration, visit our Register your cruise page.

How can I be sure my file is crossed-referenced with the other party I’m travelling with?

You will see details of this on your invoice and on the cruise line Passenger Immigration form on the cruise line website.

When will I receive my travel documents?

Electronic tickets will be accessible 14-30 days prior to departure. For more information on how to retrieve your cruise documents, visit our Register your cruise page.  

I noticed an issue with my booking. What should I do?

Call us toll-free at 1‑866‑529‑2079 for assistance.

How can I cancel or make a change to my booking?

If you wish to modify your booking, please call us toll-free at 1‑866‑529‑2079. For more information, refer to our “Payment, Changes and Cancellation Fees” section outlined in the Cruise Terms & Conditions. Penalties and change fees may apply.

Can I accumulate Aeroplan points on a cruise-only booking?

Aeroplan points are earned for the flight portion of your cruise booking only. Sometimes bonus Aeroplan points are awarded on Flight & Cruise packages as part of a specific promotion.

How do I earn and redeem Aeroplan points on my cruise booking?

To earn points for a Flight & Cruise package, provide your Aeroplan number at the time of booking online. To add your Aeroplan number post-booking, please visit our Manage your booking page. 

To redeem your Aeroplan points to book a cruise, you can purchase a maximum of two (2) gift cards with your Aeroplan points and complete your booking online. You can also contact our Reservations Department at 1-866-529‑2079. Please note that your points will be deducted once you complete your booking. 

During your trip

How do I book tours or activities when I am at the destination?

For trips to Mexico & the Caribbean: if you would like to book an activity or excursion after you have arrived at your resort, 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. The binder or bulletin board will also include a schedule of when and where you can meet with your Air Canada Vacations destination representative, who will be happy to assist you.

For trips to Canada, USA, or Europe: if you would like to add an activity or excursion to your booking, you can do so before your departure by booking online here.

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

For assistance during your trip, you can consult the Air Canada Vacations representative who is on-site at destination. To find out how to contact your Air Canada Vacations destination representative, as well as where and when they’ll be at your resort, please consult the Air Canada Vacations binder or bulletin board located in the lobby of your resort.

Please note that these phone numbers are solely for customers currently at destination.

Mexico, the Caribbean and Costa Rica
Antigua 1-268-462-6632
Aruba 1-297-522-4480, 1‑297‑597‑3142 or 1‑297‑597‑3121 
Bahamas 
Nassau 1-242-397-5000 
Barbados 1-246-432-0774 or 1-246-280-0240 
Costa Rica 
Liberia 011 506 2667 0606 
Sane Jose 011 506 2282 4898 ext. 1601, 1062, 1603 or 1604 
Cuba

Cayo Coco​​​​​​

 011 53 33 305 802 

Havana​​​​​​

 011 53 45 668 817 or 011 53 45 668 819 

Holguín

 011 53 24 85 30 48 

Santa Clara

 011 53 42 35 0455 
Varadero 011 53 45 668 817 or 011 53 45 668 819 
Curaçao 011 599 9 869 9559

Dominican Republic (all destinations)

 1‑849‑200‑1217 

Grenada

 1-473-439-2828 
Jamaica 1-877-768-8370 ext. 4634 or ext. 4666 

Mexico ​​​​

Cancun​​​​​

 800 461 06 78 

Cozumel 

 011 52 987 872 4081 ext. 105 

Huatulco

 011 52 958 587 1290

Ixtapa

 011 52 755 553 3351 

Los Cabos

 011 52 624 163 7391 or 011 52 624 163 7392 
Puerto Vallarta 011 52 322 221 3066

Panama

 011 507 340 9875 
Saint Kitts and Nevis 1-869-465-4167 or 1‑869‑465‑4039 
Saint Lucia 1-758-452-0865 or 1‑758‑452‑0866
Saint Martin/Sint Maarten 1-305-851-6644 
Turks and Caicos 1-649-243-5151

For all other destinations, contact us at 1-800-296-3408. If you are outside of North America, call us at 1-514-876-0766 (long distance charges may apply).

Our business hours are:
Monday to Friday: 6 a.m. to 9 p.m. ET
Saturday & Sunday: 6 a.m. to 5 p.m. ET 

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 while at your destination, must be reported to Customer Care immediately following the event. Visit our Contact us page and consult the “During your trip” section for contact details. 

All claims after your travel must be addressed to Customer Relations in writing using one of our contact us forms.

Group travel made easy

How do I start to plan a group travel experience?

Planning can be a lot of fun! Where you go and what you do depends entirely on you. The easiest way to start is to contact one of our group travel experts toll free at 1‑866‑529‑2079 or contact your travel agent to explore your options. 

If you already have a good idea of what you’re looking for, fill out our group quote request form and one of our group travel specialists will send you a quote by email.

Can you help me organize my wedding?

We’ll be happy to help you organize the flights and accommodations for your group to celebrate your special day. And we’ll put you in contact with the resort’s wedding coordinator, who will be the best person to help you with the details of the ceremony.

What is the minimum number of people to qualify as a group? Is there a maximum?

To take advantage of all the benefits of group travel, you need to be at least 10 adults and book a minimum of 4 hotel rooms. There is no maximum for a group size we’ve helped organize events and conventions with over 300 guests!

Can we use separate credit cards to pay for the booking?

Absolutely. Whether one person is paying for everybody or if each guest is paying for their room separately, we can accommodate payment with a single or several credit cards. Upon completing your group booking, we’ll send you a room assignment form with all of the passenger and hotel details. You can simply provide payment information on that form and send it back to us.

Can my group depart from different cities?

Of course. Air Canada Vacations offers an extensive selection of non-stop flights from Canadian cities to destinations around the world, and your group can depart from any of them, according to which is the most convenient for each of you.

Can we all take the same flight?

Yes. We have very affordable connecting flights from more than 63 cities across Canada and, based on flight availability, you can all connect to an airport and fly to your destination together.

Can we all sit together on the plane?

For groups, seat selection is available for only $10 per person, round-trip. Wedding groups of 20 passengers or more get complimentary seat selection. While we cannot guarantee that your whole group will be sitting together, we do our best to assign group seating in the same section of the plane.

Is transportation to and from the hotel included?

For most of our destinations throughout Mexico and the Caribbean, transportation is included from the airport to the resort and back. For assistance, look for the Air Canada Vacations representative wearing a red shirt and they’ll help happily you. For all our other destinations, transportation can be arranged at an additional cost.

Can we all share the same transfer to and from the hotel?

For major destinations where transfers are included in the package, passengers on the same flight will be assigned the same transfer to and from the hotel. For smaller destinations, shuttle space may be limited and group members may be assigned to different transfers. Private transfer reservations can also be arranged for an additional fee. Please inquire with your travel agent or Air Canada Vacations Groups Coordinator.

Can we have hotel rooms that are close together?

Our hotel partners do their best to find rooms that are close together, but room availability is beyond our control.

Can I book excursions and activities for the group before we leave?

Certainly. Our destination representatives throughout Mexico and the Caribbean will be glad to help you organize fun activities for everyone. For all our other destinations, please inquire with your travel agent or Air Canada Vacations Groups Coordinator.

Hurricane policy

What is Air Canada Vacations’ hurricane policy?

Travellers can trust us for vacations with peace of mind. If the U.S. National Hurricane Center/Tropical Prediction Center (NHC/TPC) issues a Tropical Storm Warning, Hurricane Watch or Hurricane Warning for your selected vacation destination within 7 days of your departure, you may be able to change your date, change your destination or choose from other rebooking options. Options may differ if you have an Air Canada Vacations Group or Cruise booking, please contact us for more details.

Online payments and security

Is it safe to use my credit card online?

Yes, we ensure the security of your credit card transaction on aircanadavacations.com. All of your personal information is encrypted as it travels over the internet and to our booking system. We use Secure Socket Layer protocol (SSL), which allows us to create a secure link between our servers and your browser. This ensures that your data is transmitted securely and accurately.

Does your website use cookies?

Yes. We use cookies to remember information you gave us so you don't have to re- enter it each time you visit, which helps us provide you with a better user experience.

Is my personal information kept confidential?

Air Canada Vacations’ Privacy Policy ensures that your personal information is not shared with third parties. For more information, please consult our Security & privacy policies.

Can I pay for my vacation using more than one credit card?

Yes. Depending on your destination, you can pay with up to four credit cards when making a booking directly on our website or over the phone.

Can I pay a balance on my vacation online?

If you’ve booked a vacation package, Flight & Hotel package, tour package or Flight & Cruise package, you can now pay your balance online through our Manage your booking page.

You can also call us at 1‑866‑529‑2079 to make a payment. 

Online bookings and confirmation

Can I make a last-minute booking?

Yes, you can make bookings up to 2 days before departure. You will receive all necessary travel documents within an hour of booking during our business hours.

Departures within 1 day or less must be made by calling us at 1‑866‑529‑2079. 

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 indicated in the confirmation e- mal we send you right after you book. 

To see your online bookings, you can visit our Manage your booking page.

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 us toll-free at 1‑866‑529‑2079 for assistance.

Tickets & travel documents

How do I check in? 

For information about the check-in process of your flight, please visit Air Canada’s Mobile and online check-in page.  

For group bookings, you will need to use the 13-digit ticket number, starting with 014. 

What travel documents do I need for my trip?

All travellers should visit Air Canada’s Travel requirements page for more information on entry requirements for different destinations.

It is your sole responsibility to ensure that you and any child travelling with you have all the travel documents necessary to enter in, and/or transit through, each country on your itinerary. Please ensure you verify the requirements for each country as the required documents for the outbound portion of your travel may differ from those required on the return.

How and when Will I receive my tickets?

Upon receipt of full payment and all applicable fees, electronic tickets will be issued by email between 30 and 14 days prior to departure to the e-mail address provided at the time of booking. Download and print all the attachments. Present your printed electronic ticket(s) at the airport and/or printed voucher(s) at your destination. 

For reservations made 7 days or LESS prior to departure: electronic-ticket(s) will be made available within 24 to 48 hours.

If you’ve booked a vacation package, Flight & Hotel package or tour package, you can view and print your e-documents by accessing your reservation on our Manage your booking page. For tour packages, specific travel documents will be sent 14-30 days prior to departure. 

If you have a Flight & Cruise package booked, please refer to the Register your cruise page for information on how to get your cruise documents. 

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 us toll-free at 1‑866‑529‑2079 for assistance.

Transfers

What are transfers?

Transfers are transportation between the airport and your hotel at destination. Air Canada Vacations offers different types of transfers based on your destination, needs, and budget.

Will I receive a voucher for the transfer?

No. All information pertaining to your transfers will be contained in the invoice that you will receive after completing your booking.

Are transfers available for all destinations covered by Air Canada Vacations?

Transfers are already included in vacation packages for most of our destinations in Mexico & the Caribbean and for tour packages. .

If transfers are not included, call us at our toll- free Reservations Department at 1‑866‑529‑2079 to inquire if they are available for your destination. 

If transfers are not included, how do I add them to my booking?

During your booking, our system will show you if transfers are included with your package. If transfers are not included, you may have the option to add a Private Transfer to your booking at the Extras step during checkout or by visiting our Manage your booking page after booking. Private Transfers are available for select destinations.  

Are transfers available for all types of bookings?

Transfers are available on select vacation packages. Please visit the Manage your booking page to see if private transfers are available for your destination. 

Can I remove a transfer if it’s already included in my package?

No, transfers that are included in your package cannot be removed.

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. Some private transfers have a maximum occupancy. Please visit the Manage your booking page to view the limits for your destination. 

If there is a problem with my transfer, who should I contact for assistance?

Please refer to your invoice for all transfer information, including contact information. You can also reach a Customer Care agent at 1‑800‑296‑3408.

At what time does the airport pick-up take place?

The airport pick-up time is based on your flight's arrival time.

At what time does the hotel pick-up take place?

Your hotel pick-up time is based on your flight's departure time.

Travel insurance

Do I need to purchase travel insurance?

It is recommended that you have sufficient travel insurance for all your coverage needs. Travellers should review any out-of-country emergency medical coverage included with their provincial health plan, credit card and/or employee benefits plan.

How and when can I purchase travel insurance?

Travel insurance can only be purchased at the time of booking and prior to your departure. For more information and to buy online, visit our Travel insurance page.

Air Canada Vacations customers are offered emergency travel medical insurance administered by Allianz Global Assistance, one of the largest travel insurance and assistance providers in Canada.

Travelling with allergies or dietary restrictions

Can I fly with dietary restrictions?

Yes, Air Canada is happy to accommodate any dietary restrictions. You may order special meals on select flights. For more details, visit Air Canada’s special meals page.

Can I fly with allergies?

Yes, Air Canada will do its best to accommodate severe allergies. For more details, visit Air Canada’s accessibility services page.

Can I stay at a resort with dietary restrictions or allergies?

Yes! Most resorts will be happy to accommodate any special requests you may have. We recommend contacting your resort directly with your booking reference number handy at least two weeks in advance of your stay.

Travelling with your pet

Can I travel with my pet?

Yes, you can travel on a flight operated by Air Canada or Air Canada Rouge with your pet. For details, visit Air Canada’s travelling with your pet page.

United States travel

Are there any special provisions I need to take when travelling to, from, via or over the U.S.?

As required under the U.S. Transportation Security Administration’s (TSA) Secure Flight Program, Air Canada, along with other airlines, will send the TSA the following passenger information when you book a flight to, from, via or over the United States: