SYDNEY, N.S. — A birthday and Christmas surprise for her oldest son was all Allia Campbell wanted.
Instead, the single mother of two isn't able to come anymore due to changes in Nova Scotia's self-isolation measures for people living out of province. And she doesn't understand why Air Canada won't refund her money.
"It's stressful to be honest. I cried for a bit when I realized I couldn't get that money back for something I have no control over during a pandemic," Campbell said during a phone interview on Nov. 11 from her home in Kitchener, Ont.
"When I saw the news on Facebook (that Nova Scotia changed the 14-day self-isolation rules) I knew we couldn't stay where we would of."
The one-way tickets for Nov. 30 arriving after midnight cost $620, a fair bit of money for the medical assistant who is on maternity leave with her almost three-month-old son Isaiah.
Going home to see family and friends after more than 18 months was going to be Landyn's 12th birthday surprise and Christmas present. Campbell and her sons were going to stay with her sister's inlaws but now that the family needs to isolate completely away from their hosts who have to work, they can't. And there isn't another family member or friend in the Cape Breton Regional Municipality who can isolate alone from them in the home.
"I was looking at the prices for us to stay in a hotel but the prices were ranging from $900 to $1,200 for the 14 days and that's way out of my budget," said Campbell.
"Being so close to my son's birthday and Christmas and now being out that money and out a trip that was supposed to be a surprise really sucks."
NOTHING NEW
Air Canada spokesperson Pascale Dery said this is how they've been dealing with these situations since the beginning of the COVID-19 pandemic.
"Our refund policy, under which we have paid out approximately $1.2 billion since the start of the pandemic, remains unchanged for customers holding non-refundable tickets. They are offered choices such as fully transferable, non-expiring credits or Aeroplan points with a bonus. This exceeds the guidance provided by the CTA for non-refundable tickets," Dery said via email, noting this approach is similar to many other major airlines.
"All the information appears on our website, if you wish to have more details on Air Canada’s refund policy. Also, restrictions change and vary from one place to another and they are very often changed with little notice. We strongly recommend that our customers inquire with the relevant authorities for the most up to date travel information."
FEDERAL ASSISTANCE
According to Air Canada's quarterly reports, they've suffered a $2.773 billion operations loss for the first three quarters of 2020
Many Canadian travellers are hopeful Transportation Minister Marc Garneau's comments on Nov. 8 will lead to full refunds of money they've lost due to cancelled flights during the COVID-19 pandemic.
On Nov. 8, Garneau told the media any financial assistance given to Canada's airlines will come only after they've promised to refund travellers whose flights were cancelled because of the pandemic.
The airline industry has been hit hard by the pandemic with billions of dollars in losses. For 2020, the International Air Transport Association estimates a 43 per cent decrease in revenues from 2019 which equates to $14.6 billion.
According to Air Canada's quarterly reports, they've suffered a $2.773 billion operations loss for the first three quarters of 2020 versus a $1.505 billion operations income for 2019. They've also seen declines in carried passengers between 88-96 per cent.
In Air Canada's third quarterly report found on their website, it states "the Honourable Marc Garneau made public statements on November 8, 2020 related to aviation industry sector-specific support. Air Canada will provide an update when Government of Canada support arrangements have been finalized.”
Campbell hopes she might be able to get reimbursed for her flights if Air Canada does get federal assistance in the future.
Until then, she's holding on to her flights until the last possible minute in case she's able to find a place for her and her boys to isolate alone so she can still give Landyn the surprise she dreamed of.
Nicole Sullivan is an education, enterprise and diversity reporter for the Cape Breton Post.
