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  • Chorus Aviation Provides Statement on COVID-19

    Provided by Chorus Aviation Inc/CNW

    Chorus currently has a strong liquidity position with a current cash balance of C$132 million.

    HALIFAX, March 18, 2020 /CNW/ – Chorus Aviation Inc. (‘Chorus’ or the ‘Company’) is providing a statement on the impact of the coronavirus (COVID-19) outbreak on its business.

    The outbreak combined with the measures taken to contain the spread of COVID-19 have resulted in significant reductions in airline passenger volumes, requiring airlines around the world to take immediate measures to reduce costs. Although the Company’s business model does not directly expose it to the market risks ordinarily faced by airlines, substantially all of its source revenue is derived from airline customers. Chorus is party to a Capacity Purchase Agreement (‘CPA’) with Air Canada pursuant to which Jazz performs regional flying operations across Canada and into the United States and earns a fee for this service, in addition to aircraft leasing revenue. The Company also leases aircraft to airline customers globally. Chorus expects the current disruption to the airline industry to be temporary, however, its duration and the full extent of its impact are unknown.

    Joe Randell, President and CEO, stated, “The disruption to the global airline industry caused by COVID-19 is unprecedented; however, Chorus has entered this crisis stronger than ever. These are very uncertain and difficult times for everyone, including our employees who have contributed significantly to our current strength. We have a collaborative long-term partnership with Air Canada, a well-diversified aircraft leasing portfolio holding high-quality assets, and specialty MRO and contract flying capabilities that give us unique capabilities to transition aircraft for ourselves and third parties. We are certainly not immune to the challenges facing the airline industry; however, the work we have done in the last few years to solidify the CPA and diversify our business has positioned us well to manage through this challenging period.”

    Chorus’ Customers

    Chorus is working with its main customer and partner, Air Canada, as it adjusts to the significant demand reductions seen in its business. The CPA contains provisions which allow Air Canada to reduce its utilization of the Jazz fleet, and the parties are currently in discussions regarding schedule changes and cost mitigation measures for the Jazz operation. In accordance with the CPA, all resulting savings from such measures will accrue to Air Canada’s benefit with any cost exposure to Jazz being limited to the $2 million guardrail under the contract. Furthermore, the compensation paid to Jazz under the CPA does not vary with the amount of flying and is fixed based on agreed annual amounts.

    Chorus has also been in close contact with its airline leasing customers. Given the challenging environment, many of our lessees have requested some measure of temporary rent relief coupled with a covenant to repay the deferred amounts in regular instalments following the end of the deferral period.  Consistent with market norms, our leases are generally for a fixed term, contain an absolute payment obligation on the part of the lessee, and cannot be terminated early for convenience. That said, Chorus has been individually assessing requests from its customers having regard to, among other factors, the financial condition of each lessee, the economics of the transaction and our debt service obligations for the particular aircraft.

    The Company’s Voyageur subsidiary is engaged in specialty contract flying, primarily for international organizations engaged in humanitarian relief missions, and specialty maintenance, repair, overhaul and parts sales.  Voyageur’s business has not been impacted as profoundly as commercial passenger airlines and it currently represents less than 10% of Chorus’ consolidated revenue and net income.

    Liquidity

    Chorus currently has a strong liquidity position with a current cash balance of C$132 million.

    In addition, the Company has a C$100 million revolving operating facility, of which C$75 million is committed and C$25 million is uncommitted. This facility can be used to fund working capital at the Company and its Jazz and Voyageur subsidiaries. It currently has a drawn balance (including letters of credit) of C$20.5 million. 

    The Company owns, through subsidiaries, four unencumbered aircraft in its third-party lease portfolio that are currently on lease to customers. To further improve its cash position, Chorus is in the process of raising approximately USD $50 million in financing to be secured by these assets.  These financings are currently anticipated to close in the coming weeks and will add to Chorus’ liquidity.

    The Company also has a US$300 million warehouse facility for its leasing business, of which US$180 million remains undrawn and available to finance aircraft acquisitions for lease once market conditions rebound.

    Chorus is in compliance with its financial covenants and in the event that it needed to repossess aircraft due to a lessee insolvency or other default, the Company’s aircraft financing agreements typically provide a remarketing period of between six to nine months before the principal outstanding is due.

    The Company anticipates having sufficient liquidity to fund ongoing operations, planned capital expenditures, principal and interest payments related to long-term borrowings and the payment of dividends.  For greater certainty, this includes the ability to manage the repossession and remarketing of the aircraft previously on lease to Flybe, and manage rent deferrals with its leasing customers. However, in order to further bolster its strong liquidity during this time of market disruption, Chorus is discussing additional financing options with an existing credit partner.

    Expenditures

    Chorus is currently scheduled to receive delivery of nine Bombardier CRJ900 aircraft in 2020 for operation and lease by Jazz under the CPA with Air Canada. The deposits on these aircraft have been previously paid, and the Company has a financing commitment for these aircraft. 

    Chorus had previously indicated its intention to grow its third-party leasing business by approximately 20 aircraft per year, representing approximately USD $650 million in capital investment, of which approximately 75% is typically funded with secured debt. The majority of the capital raised to date to fund the Company’s portion of this funding have been retained to shore up liquidity until such time as market conditions improve. 

    Chorus has one pending near-term transaction involving the delivery of two ATR 72-600 aircraft with an existing strong customer, which Chorus intends to finance concurrent with the deliveries. Chorus expects that all remaining commitments for aircraft deliveries in 2020 (namely, three Airbus Q220-300 aircraft and one ATR 72-600) will be deferred or cancelled. 

    Chorus originally projected aircraft related acquisitions and extended service program capital expenditures in 2020 of C$442 to C$452 million. Chorus has implemented a capital investment deferral program and as such has now reduced those estimates to C$300 to C$310 million.

    In addition, Chorus is maintaining its dividend reinvestment plan which, based on the current participation rate, is generating C$22 million in annual cash savings.

    Finally, the Company is implementing measures across its business to reduce its operating costs, conserve cash and ensure its resiliency.

  • WestJet warns recent passengers of possible exposure to COVID-19

    News provided by CBC News – link to full story and updates

    14 flights between Feb. 28 and March 12 had passengers who tested positive

    The Canadian Press · Posted: Mar 18, 2020

    Some passengers on 6 more WestJet flights at risk of COVID-19 exposure

    WestJet now says 14 recent flights carried people with coronavirus and that other passengers may have been exposed. 3:0632 comments

    WestJet Airlines says some of its passengers may have been exposed to people infected with the novel coronavirus on recent flights.

    The Calgary-based company made the announcement on its website and social media Tuesday, listing the flights and affected rows.

    It says passengers in affected rows are considered close contacts to those infected and could be at risk of exposure.

    The airline says that public health officials are recommending people who sat in those rows to self-isolate for 14 days after arrival and monitor symptoms.

    WestJet says people who were on the listed flights but not in affected rows are advised to self-monitor for signs of cough, fever or respiratory issues and to call their local health authorities if symptoms arise within the next 14 days.

    The company says a total of 14 flights between Feb. 28 and March 12 had passengers on board who tested positive for COVID-19.

    Affected flights:

    March 12:

    Flight 1447 (WS1447)

    • Las Vegas to Edmonton
    • Affected rows: 2 to 8

    Flight 665 (WS665)

    • Toronto to Calgary
    • Affected rows: 19-27

    Flight 1201 (WS1201)

    • New York (LaGuardia) to Toronto
    • Affected rows: 3-9

    Flight 2311 (WS2311)

    • Cancun to Calgary
    • Affected rows: 32-38

    Flight 3240 (WS3240)

    • Edmonton to Grande Prairie
    • Affected rows: 1-6

    March 11:

    Flight 1157 (WS1157)

    • San Juan, Puerto Rico to Toronto
    • Affected rows: 2-6

    Flight 4 (WS4)

    • London (Gatwick) to Toronto
    • Affected rows: 10-16

    March 10:

    Flight 3326 (WS3326)

    • Vancouver to Kelowna
    • Affected rows: 10-16

    March 9:

    Flight 2643 (WS2643)

    • Liberia, Costa Rica to Toronto

    March 7:

    Flight 2644 (WS2644)

    • Toronto to Liberia, Costa Rica

    Flight 3440 (WS3440)

    • Toronto to Moncton
    • Affected rows: 7-11

    March 5:

    Flight 2 (WS2)

    • London (Gatwick) to Calgary

    March 3:

    Flight 2 (WS2)

    • London (Gatwick) to Calgary
    • Affected rows: 7-14

    Feb. 28:

    Flight 1199 (WS1199)

    • Phoenix to Toronto
    • Affected rows: 18-2

  • Canadian North -An update on our response to the Coronavirus (COVID-19)

    Provided by Canadian North

    At Canadian North, the safety and well-being of our passengers, customers and employees is always our number one priority.

    With this in mind, we would like to provide an update on the ongoing global response to the Coronavirus (COVID-19) outbreak and the proactive actions our team is taking to safeguard everyone within our care.

    While the Public Health Agency of Canada continues to classify the risk to Canadians from this virus as ‘low’ and we are maintaining normal operations, we are fully aware that we provide essential services to the people, communities and organizations that depend on us so we must remain particularly vigilant to this situation.

    Last updated – Tuesday, March 17, 2020

    An important message from Chris Avery, President and CEO of Canadian North

    I would like to update you on Canadian North’s ongoing response to the Coronavirus (COVID-19) outbreak. We fully understand that our customers depend on us in all aspects of their lives and we are dedicating all of our time and resources to maintaining the uninterrupted flow of people and goods throughout our entire network. The safety and well-being of our passengers, employees and the communities we serve is and will always be our number one priority, without exception.

    This situation is constantly evolving, so we have a task force and structure in place to implement all necessary precautions and respond quickly to any challenges that arise while maintaining safe operations at all times. Many of the actions we have already taken were communicated last week and are listed on this webpage. We will continue to provide updates here and on our social media channels.

    Our current situation

    Canadian North and all other airlines are experiencing a sudden and significant decrease in passenger demand. This represents a severe reduction in the revenue that we rely on to operate our business. This is largely due to the following factors and the accompanying unprecedented economic downturn that has emerged over the past several days:

    • Federal, provincial and territorial governments have suspended all non-essential duty travel.
    • Public health authorities are recommending for the public to also avoid all non-essential travel and maintain social distancing practices such as staying home and avoiding large groups.
    • Numerous meetings, conferences and large events such as the Arctic Winter Games and the Nunavut Mining Symposium have been cancelled, with the expectation of more to follow.
    • Some Northern communities (Iqaluit, Cambridge Bay, Coral Harbour and Igloolik) have requested that non-essential travel to their communities be halted because they have fewer healthcare resources available to them and are at higher risk due to lack of infrastructure and overcrowding in many households.

    While there is no clear end in sight to these challenges, Canadian North will continue to provide essential passenger and cargo services to the people, communities and organizations we serve, regardless of these circumstances.

    We are engaging with Federal and Territorial governments to ensure that they are aware of the severity of this situation and prepared to provide us with the flexibility and support we urgently require. We are confident that they share our concern and that we will be able to depend on their partnership and support.

    We are using our essential resources wisely

    In order to ensure that we are using our people, aircraft and infrastructure as effectively as possible to serve our customers while supporting the ongoing efforts of public health agencies to contain this outbreak, we will implement temporary schedule changes. This schedule change will be effective as of Wednesday, March 18, 2020.

    These changes have been carefully considered and will enable us to maintain the flow of people and essential goods to all communities we serve.

    • In light of the reduced passenger demand, we will shift our priority to freight transportation to maintain current levels of capacity on all routes with the flexibility to increase if required. We will also prepare to prioritize freight service to communities without road connections if necessary.
    • We will maintain minimum passenger service levels for every community within our network (an up-to-date version of our schedule is bookable online at canadiannorth.com):
      • For our trunk routes which include Ottawa-Iqaluit, Edmonton-Yellowknife-Inuvik and Montreal-Kuujjuaq, this means reducing passenger service to one flight per day and removing passenger service on one to three days each week.
      • For smaller community routes, this typically means reducing passenger service from daily to every-other day, except where demand is sufficient to warrant additional capacity.
      • For our trans-territorial route between Yellowknife, Rankin Inlet and Iqaluit, this means reducing passenger service from four times weekly to two times weekly.
    • Our team will engage with all levels of government, Inuit stakeholders and our customers to ensure that we understand their needs and priorities.
    • This schedule change will be in effect for the next seven days; however, we expect to extend this timeline in the near future.
    • Because this is an evolving situation, we expect that we will need to remain extremely flexible over the coming weeks and be prepared to make additional changes. We will continue to monitor our passenger and cargo loads and will make further adjustments as required, just as we normally do, albeit with heightened urgency.

    Passengers who are booked to fly with us and are affected by this change have been automatically rebooked onto the next available flight and will be notified by email, phone or through their travel agent. 

    Customers who need to travel on a different date should contact us at 1.800.267.1247 or contact@canadiannorth.com so that we can update their reservation. We will waive change fees for people who are not able to travel on the new dates and must travel on a different date.

    If you have any questions about your upcoming travel or cargo shipment, please contact us at 1.800.267.1247 or contact@canadiannorth.com. We expect that there will be an increased level of public enquiries to our Customer Contact Centre. We will do our best to address this increase and we appreciate your patience and understanding.

    We will all get through this together and emerge stronger and more resilient

    We are confident that the steps we are taking will ensure the viability of our business, for the benefit of everyone who depends on us.

    We will continue to provide updates as information becomes available.

    Thank you as always for booking, flying and shipping with us. We are incredibly proud to serve you and are truly stronger because of your friendship and support.


    Chris Avery
    President and CEO | Canadian North

    Previous Updates

    Temporary Change, Refund and Cancellation Policies in Response to COVID-19

    If your travel occurs before April 30th 2020 you may modify or cancel your reservation without a fee, regardless of fare type. For non-refundable fares, the refund will be issued as a travel credit voucher that will be valid for one year from date of issue.

    To make modifications to your booking, you may contact us at 1-800-267-1247 or via email at contact@canadiannorth.com 

    We expect to receive an extremely high call volume during this period of rapid change and thank you for your patience with longer than normal response times. 

    Our Proactive Safety Management Processes

    As part of our comprehensive safety management program, we have a cross-functional team in place with representation from all parts of our operations to ensure that we are taking all necessary precautions. This includes:

    • Daily monitoring of updates from the World Health Organization, the Public Health Agency of Canada, and the Centers for Disease Control and Prevention (CDC).
    • Revisions to our inflight procedures, which includes the suspension of blanket, pillow and hot towel services, the thorough wiping down of all galley surfaces with antiseptic wipes before and after each meal service and the use of sanitary gloves by Flight Attendants when handling garbage and other used items.
    • The implementation of enhanced aircraft cabin grooming processes, which includes the regular disinfection of commonly-touched surfaces such as tray tables, seat armrests and headrests, seatbelt buckles, overhead lighting and ventilation controls, overhead luggage bin door latches and lavatory door handles and fixtures. We are using Oxivir Wipes on all of our aircraft, an approved disinfectant product that is effective against this virus strain and other pathogens. It contains common ingredients that are safe for humans to handle and be around, and because it is a hydrogen peroxide-based product, it breaks down to water and oxygen after use, limiting its environmental impact.
    • Remove all non-essential material from the seat-back pockets of our aircraft; (updated March 13)
    • Eliminate the exchange of money on board our aircraft; in particular this means that we will be limiting our alcohol service only unpaid items (wine service, special coffee etc); (updated March 13)

    Our Facilities and base management teams are taking similar steps to ensure that our customer-facing facilities and offices are thoroughly cleaned with disinfecting solutions each day and our locations are stocked with soap, paper towels and cleaning materials.

    • Providing clear direction to our team members on how to safeguard the health of themselves and others. For example:
      • Washing hands often with soap and water for at least 20 seconds. If soap and water are not available, using an alcohol-based hand sanitizer.
      • Avoiding the touching of eyes, nose, and mouth with unwashed hands.
      • Covering coughs or sneezes with a tissue, then throwing the tissues in the trash. If a tissue is unavailable, coughs or sneezes should be directed the person’s sleeve or elbow.
      • Cleaning and disinfecting frequently touched objects and surfaces.
      • Avoiding direct contact with others who are ill.
      • If ill, staying home from work to rest, avoiding direct contact with others and seeking medical attention if necessary.

    To learn more about COVID-19 and ways that you can minimize exposure to yourself and those around you, please visit the Public Health Agency of Canada website.

    Managing Onboard Instances

    In the event that a passenger becomes ill while onboard our aircraft, our flight crews are trained to quickly assess the situation and provide the appropriate assistance while minimizing exposure to other passengers, just like they would during any other circumstances. Crew members have access to real-time medical support and can request for first responders to meet the aircraft upon arrival while ensuring that public health authorities are immediately informed of the situation.

    Maintaining Safe and Reliable Operations

    We have taken this opportunity to proactively review our Business Continuity Plan so that we are prepared for any possible developments that would require us to adjust our operations while continuing to maintain the essential flow of passengers and materials to all of our locations. This includes identifying key operational personnel and the coverage that would be required if they were temporarily unavailable, making sure that our administrative team members have the resources required for them to work from home if necessary and ensuring we have contingency plans in place to temporarily adjust our schedule while minimizing the impact on those we serve.

    Where can I find more information?

    The following websites are reliable sources of updated information:

    Public Health Agency of Canada

    Government of Canada Travel Advice and Advisories

    Government of Canada Coronavirus (COVID-19) Updates

    The World Health Organization

    International Air Transport Association (IATA)

    Questions? We’re always here to listen and to help.

    We will continue to follow the direction of public health authorities and will provide additional updates here and on our Facebook and Twitter channels if further developments occur. In the meantime, we are always here to listen and to help. If you have any questions about your upcoming travel or shipping, please contact us at 1.800.267.1247 or contact@canadiannorth.com.  

    Thank you as always for booking, flying and shipping with us.

  • Porter Airlines temporarily suspending flights to support COVID-19 relief efforts

    Proivded by Porter Airlines

    Porter Airlines introduces new entry-level fare category, expanding customer options (CNW Group/Porter Airlines Inc.)

    Operations restarting June 1, allowing public health initiatives to take effect

    TORONTO/March 18, 2020 – Porter Airlines is temporarily suspending all flights at the close of operations on Friday, March 20, with plans to resume service on June 1. This decision is being made in support of ongoing public health efforts to contain COVID-19.

    Michael Deluce, Porter’s president and CEO stated: “COVID-19 is having an unprecedented effect on people around the world and Porter is determined to do our part to support the efforts of the Canadian, U.S. and global authorities in their responses. Restricting activities by people in all communities is what’s required to keep our team members and passengers healthy, and ultimately to end this fast-spreading pandemic. A temporary suspension of all flights allows the public health crisis to diminish and then time to restart our operations.

    “Remaining flights through March 20, will allow customers to complete existing trips and return home, or make last-minute reservations to reach a destination.”

    The existing waiver of change and cancellation fees means there is no cost to customers for modifying an existing itinerary.

    Porter is also prepared to help recovery efforts by operating flights to support the movement of government officials, public health requirements and economic recovery efforts. Porter FBO at Billy Bishop Toronto City Airport will remain open to support these needs, as well as Ontario’s provincial medevac service and other general aviation.

    Reservations are currently being taken for Porter flights starting June 1. All flights booked in June will be fully changeable and refundable to give passengers maximum flexibility as travel resumes.

    Passengers can cancel existing reservations online at www.flyporter.com. The volume of inquiries at our call centre has been consistently high this month. It is requested that only passengers with immediate travel needs through March 20, who cannot resolve their request online, use the call centre in order to alleviate wait times.

    Michael Deluce added: “It is regrettable that this situation requires us to issue temporary layoffs across the business. We are doing everything possible to support our team during this period and intend to welcome back all of our team members as operations restart. Executive Chairman Robert Deluce and I will not receive any salary during this time, in alignment with the impact on our team members. All other management who remain during the temporary suspension will see salary reductions of up to 30 percent until flights resume.

    “Porter’s team is exceptional. Our resilient culture has seen the company through difficult times in the past and it will allow us to do so again. We intend to come back stronger than ever and ready to meet the needs of customers.”

  • Transat announces a gradual suspension of its flights

    Provided by Transat A. T. Inc/CNW

    MONTREAL, March 18, 2020 /CNW Telbec/ – Transat A.T. Inc. announces today the gradual suspension of Air Transat flights until April 30.

    This decision follows the Government of Canada’s announcement that the country is closing its borders to foreign nationals, as well as similar decisions by several other countries where Transat operates.

    Sales for departures until April 30 are suspended immediately from and to most destinations in Europe and the United States. Repatriation flights will still be operated during the next two weeks, in order to bring Transat customers back to their home country. So as to allow as many repatriations as possible, sales will, however, remain temporarily open in both directions between Montreal and Paris and Lisbon and between Toronto and London and Lisbon. A date for a full halt to operations will be announced soon.

    Sales are also halted immediately from and to the Caribbean and Mexico. Again, flights will continue for a few more days in order to repatriate Transat customers to Canada. Transat is advising its Canadian customers who were scheduled to depart in the coming days to heed the government’s recommendations and postpone their departure.

    For domestic flights, clients are encouraged to check that their flight is maintained on the website.

    Transat customers who are currently at destinations are asked to check the company’s website, where necessary information for the organization of their return will be made available. There will be no booking fee and passengers will not have to pay any price difference. It is of the utmost importance to Transat to bring everyone back.

    All customers who were unable to travel because their flight is cancelled will receive a credit for future travel, to be used within 24 months of their original travel date.

    “This is an unprecedented situation, beyond our control, which is forcing us to briefly suspend all of our flights to contribute to the effort to fight the pandemic, protect our customers and employees and safeguard the company,” said Transat President and Chief Executive Officer Jean-Marc Eustache. “We are doing everything we can so that this has as little impact as possible on our employees and customers, whom we make sure to bring back home.”

    In addition to the cost-cutting measures already implemented in recent weeks, we will be moving ahead in the coming days with measures to reduce staffing. These measures will include temporary layoffs and reduction of work time or salary that will unfortunately affect a significant portion of our employees. The company’s senior executives and members of the Board of Directors are also taking pay cuts.

  • Governments must protect Aviation workers as Sunwing suspends operations

    Provided by Unifor/CNW

    TORONTO, March 17, 2020 /CNW/ – Today Sunwing Airlines announced it will suspend operations after March 23, 2020 and all pilots, approximately 470 in total, will be laid off on April 8, 2020.

    “We will not accept any situation where workers are left to fend for themselves, not at Sunwing, not anywhere,” said Jerry Dias, Unifor National President. “That’s why we’ve called on all levels of government to confront this unprecedented pandemic with unprecedented action to protect the livelihoods of workers affected by this crisis.”

    Sunwing’s decision to suspend operations and layoff all pilots is the first major layoff announcement of its kind in the Canadian aviation industry. The decision is a direct result of the federal government’s COVID-19 travel restrictions and border closure policies.

    Making matters worse, approximately 125 pilots at Sunwing face possible eviction from company-rented residences in Vancouver, Calgary, Winnipeg, and Quebec City.

    To address the economic impact of the COVID-19 pandemic, Unifor has called on the federal government and provincial governments to immediately implement a wide series of measures to protect workers across all industries including but not limited to:

    • Establish direct, emergency income assistance measures to all workers and families – including those ineligible for Employment Insurance benefits;
    • Waive the one-week waiting period for regular Employment Insurance benefits and temporarily eliminate the qualifying hours needed to access benefits;
    • Service Canada must issue a directive to employers to code layoffs as “Layoff/Shortage of Work” instead of “other” to ensure no administrative bottlenecks prevent impacted workers from receiving money;
    • Place restrictions on any stimulus funding for the aviation industry to ensure funds are directed to support employees rather than executives;
    • Place a moratorium on all evictions and postpone any and all eviction orders currently in place.

    “Our members have mortgages, bills to pay, and children to take care of, and will not be able to make ends meet if there isn’t a comprehensive government strategy in place. We will not let our members go without a roof over their heads,” said Barret Armann, Unifor Local 7378 President. “Any bailout package to the industry must come to workers and their families first and include written commitments from the employer that ensures all of our members will return to work once these travel restrictions are lifted.”

    Unifor has also asked that the federal government develop a long-term solution to support airlines such as Sunwing that will undoubtedly face challenges as service levels normalize once the pandemic is contained. In the case of the 2015 MERS outbreak, passenger traffic levels did not normalize for more than four months and during the SARS outbreak in 2003 passenger levels did not to return to normal levels for more than six months. With the current COVID-19 outbreak, it is estimated that passenger traffic may not return to current levels for more than a year. That is why bold action is needed now.

    Unifor is Canada’s largest union in the private sector, representing 315,000 workers in every major area of the economy. The union advocates for all working people and their rights, fights for equality and social justice in Canada and abroad, and strives to create progressive change for a better future.

    SOURCE Unifor

  • Flair Airlines Surges Customer Service Capability Flair makes modifications to its booking policies and boosts contact center capacity

    Provided by Flair Airlines/Globe Newswire

    Edmonton, Alberta., March 17, 2020 (GLOBE NEWSWIRE) — We want to express deep appreciation to our passengers for their continued patronage and patience as we work through these unprecedented times. Ensuring both passenger and employee safety is our paramount priority and core to our identity as an airline. We, too, are Canadians being affected by this pandemic and resolve now more than ever to rise to the moment to keep Canadians connected, safe and confident. 

    In a highly dynamic environment, we are constantly reviewing and adjusting our response to reflect evolving directives from government institutions and guidance from health organizations. Flair has implemented a revised rebooking policy to allow for additional flexibility for upcoming travel.

    Change Policy for Existing Bookings:

    For travel in March or April 2020 (regardless of booking date):

    • Should passengers choose not to travel in March or April 2020 a one-time rebooking fee will be waived.
    • Passengers with a known date of new travel may rebook and only differences in fare will apply.
    • Changes or cancellations must be requested at least 24 hours prior to departure.
    • Passengers with unknown travel dates will be eligible to receive a voucher for future travel* valid until March 31, 2021 to any destination flair services.

    Change Policy for New Bookings:

    We want our passengers to book with confidence for future travel. For bookings made in March 2020:

    • All new flight bookings made in March 2020 will be eligible for a one-time rebooking fee waiver. This extension will be valid for travel until March 31, 2021 to any destination flair flies. Differences in fare will still apply.
    • Travel changes must be made at least 24 hours prior to departure.

    Contact Center

    As mentioned, volumes at our contact center have been extremely high affecting our capability to meet the standard of responsiveness and accessibility we strive for. To remediate the situation, we have surged personnel and are in the process of a technical build to further increase capacity. We thank you again for your understanding and resolve to return the customer experience to normal soon.

    Please continue to visit us online for communications and updated information.

    We hope to see you onboard soon.

    *Travel Vouchers will be in the full value of the original cancelled booking.  The voucher will not apply to optional fees such as baggage, seat selection, travel flex and priority boarding on future bookings.  Limit one per reservation, one transaction, non-transferable.

  • Sunwing announces shift to focus on repatriating Canadians in destination

    Provided by Sunwing Vacations Inc/Globe Newswire

    Tour operator will temporarily suspend southbound flights and concentrate resources on returning customers safely

    TORONTO, March 16, 2020 (GLOBE NEWSWIRE) — As part of the ongoing efforts to protect our employees and customers and keep Canadians safe throughout the COVID-19 pandemic, Sunwing is cancelling all southbound flights from March 17th until April 9th, 2020 and focusing on repatriating customers in destination.

    “The health and well-being of our customers and our employees is our highest priority and we are working around the clock to keep them safe. It’s important that we do our part to contain the spread of COVID-19, while assuring our customers and their families that we are fully committed to bring each and every one of them home to Canada,” said Stephen Hunter, President and CEO, Sunwing Travel Group. Sunwing currently has approximately 100,000 customers in destination.

    This morning, the first four rescue flights departed, three from Toronto and one from Montreal. These initial flights will bring over 500 Canadians home from Honduras, Aruba, and Panama, all countries that have announced the imminent closure of their borders. Sunwing is working closely with the governments of all our destinations, in collaboration with Canadian government authorities, to continue repatriation flights in the coming days.

    In addition to these immediate repatriation measures, Sunwing is temporarily suspending all outgoing flights to most of its sun destinations from March 17th to April 9th inclusive. This decision is essential to the company’s focus on containing the spread of COVID-19 and ensuring all customers return safely. All customers within this window will be eligible for a full cash refund or future travel credit. Customers who opt for the latter, can receive an additional $100 per person to use towards a future booking. 

    Sunwing has set up a dedicated page on their website providing customers with real time updates along with all the options available to them to defer or cancel their travel plans.

  • WestJet statement on operations and network from Ed Sims, President and CEO

    By Edward Sims | March 16, 2020

    Today, Prime Minister Trudeau made an explicit declaration to all Canadians abroad that it is time to come home. Based on this statement and the recommendations to Canadians to control the spread of the coronavirus COVID-19, we have made impactful decisions related to our operations.  

    On Sunday, March 22 at 11:59 p.m. MDT, we will suspend scheduled commercial operations for all international and transborder flights for a 30 day period. To be clear, this means our final commercially scheduled flights from international and transborder destinations will launch on Sunday night by 11:59 p.m. local time; after that, we will be operating rescue and repatriation flights in partnership with the Canadian government. As of tonight, international and transborder tickets are no longer available for sale during this 30 day period.

    On Wednesday, March 18 at 11:59 p.m. MDT, WestJet will suspend all outbound international ticket sales for travel until Sunday, March 22 at 11:59 p.m. MDT, so we are no longer sending Canadians out of the country and can instead focus on bringing them home.

    To assist Canadians in returning home on short notice, we are in the process of lowering prices on our remaining seats into Canada in all cabins.  

    In addition, we will also reduce our domestic schedule by approximately 50 per cent. At this point, all network changes are in place for the next 30 days.  

    WestJetters are known for our level of care and this situation is no different.  While this is a difficult time, we now have the responsibility as a Canadian airline to bring our citizens home.   

    -Statement from Ed Sims, WestJet President and Chief Executive Officer 

  • Flair Increases Customers Service Flair Doubles Call Centre Staff and Waives Change/Cancellation Fees

    Provided by Flair Airlines/Globe Newswire

    Edmonton, March 16, 2020 (GLOBE NEWSWIRE) — Knowing Flair customers have had their travel plans altered due to the affects of the COVID-19 pandemic, Flair is immediately waving all change booking and cancellation fees for flights booked in March and April 2020. 

    In addition, Flair has doubled its call centre staff to reduce customer wait times.

    John Mullins, Vice-President of Guest Experience and Airports says “We are going to handle those passengers with immediate travel change needs.  After customers with the closet flight changes are managed, we will turn our attention to those that have bookings in May and June.”   

    Change Policy for Existing Bookings:

    For flights for travel in March or April 2020 (regardless of booking date):

    • If passengers choose not to travel in March or April 2020, a one-time rebooking fee will be waived.
    • Passengers with a known date of new travel may rebook and only differences in fare will apply.
    • Changes or cancellations must be requested at least 24 hours prior to departure.
    • Passengers with unknown travel dates will be eligible to receive a voucher for future travel* valid until March 31, 2021, to any destination flair services.

    Change Policy for New Bookings

    We want our passengers to book with confidence for future travel. For bookings made between March 1ST-31st, 2020:

    • All new flight bookings made between March 1st-31st, 2020 will be eligible for a one-time rebooking fee waiver. This extension will be valid for travel until March 31, 2021, to any destination flair flies. Differences in fares will still apply.
    • Travel changes must be made within 24 hours of departure.

    *Travel Vouchers will be in the full value of the original cancelled booking.  The voucher will not apply to optional fees such as baggage, seat selection, travel flex and priority boarding on future bookings.  Limit one per reservation, one transaction, non-transferable.