Air Canada refunds for tickets issued through the UBC Travel Program 

Tuesday, September 7, 2021

Update: Air Canada refunds for UBC, still pending due to the global volume of refund requests. Once the consolidated refund is received from Air Canada, UBC central financial will reconcile the refunds back to the departments.

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

As UBC is a corporate account holder with Air Canada, the university centralized the refund for members of our community who booked through the UBC Travel Program.

What do I need to do?

Users who booked through UBC’s Travel Program

If you or your department booked flights with Air Canada through UBC’s SAP-Concur portal and/or our travel agents Direct/Vision Travel, you do not need to take any action.

UBC coordinated the request in July with Air Canada for a consolidated refund on all AC tickets booked with the UBC corporate travel program, regardless of the method of payment.

This process eliminates the need for each traveller to reconcile their individual refund and fees in Workday, and also reduces the potential of lost credits due to the use of personal credit cards, Air Canada credits, etc.

Users who booked outside of UBC’s Travel Program

If you or your department booked Air Canada flights or travel directly (i.e. outside of UBC’s SAP-Concur portal and/or our travel agents Direct/Vision Travel), please note that the refund must be requested by the traveller through the original vendor where the ticket was booked and paid for, regardless of the method of payment (including UBC American Express cards).

For all other airlines booked outside of the UBC Travel Program please contact the original vendor with whom the ticket was purchased for updates on potential refunds and/or credit status.

It is important to note that for bookings made outside of the UBC Travel program that has been deemed eligible for a refund by any airline (including Air Canada), the ticket value will be returned to the original form of payment. If the traveler used a personal credit card and the ticket was already reimbursed by UBC, the refund must be repaid by the traveller to their department. If the method of payment was a UBC American Express card, the refund will be automatically returned to a central UBC AMEX account and the Financial Operations team will reconcile the refund back to faculties and units as necessary.

If you have any questions, please contact UBC’s Travel Program Manager Judith Fograscher at

When travelling, we recommend that you consider the use of one of our preferred airlines.

These preferred airlines offer discounts off select airfares and are only available through UBC's travel program booking methods. To protect credit card and personal data, employees will need a profile for both the traveller and travel arranger. 

To be compliant with UBC Business Expenses Policy (FM8) and Business Expense Rules travellers and/or travel arrangers should choose flights by the lowest fare (UBC preferred or non-preferred airlines), and on the most direct route. The selection of fare type and airline should not be solely based on the accumulation of frequent traveller points or benefits.


  • Discounts are offered on UBC preferred airlines, on select airfare types, and are subject to availability
  • Where available the discounts will automatically be applied to the fare quotes visible in Concur or advised by the travel advisor.
  • Discounted fares are only available through Concur or DirectTravel.

Participating Airlines

  • Air Canada - new discount agreement with the BC Government (effective Jan 2021) 
    • Includes Lufthansa (AC or LH  Codeshare flights)
  • WestJet
  • Cathay Pacific
  • American Arilines
  • Delta, KLM (points can be earned by the traveller and UBC)

Review Air Canada Fair Attributes for North America

Frequent Traveller Programs

UBC's Travel policy allows for the accumulation of frequent traveller points, however, airfare selection should not be based on the frequent traveller programs but on the lowest fare and the most direct route. The points earned by UBC-related travel should be put towards future UBC travel.

Register for frequent traveller programs with any or all of the airlines below. To ensure the automated accumulation of points, insert the membership number into your UBC Concur traveller profile.

To avoid booking errors and non-tracking of points, use your full legal name for your frequent traveller accounts, which match your travel documents and your Concur Traveller profile.