Air Canada Customer Service Agents Reach Tentative Labour Deal
by Bruce Parkinson
Unifor and Air Canada have reached a tentative agreement (CNW Group/Unifor)
Some good news on the airline labour front: Unifor and Air Canada have reached a tentative agreement with customer service agents who work at airports and call centres.
Details surrounding the agreement will be released upon ratification, with ratification meetings scheduled June 1 to 12 at locations across Canada.
“Air Canada’s customer service agents are the backbone of the passenger experience,” said Lana Payne, Unifor National President.
Nearly 6,000 Unifor Local 2002 members work at Air Canada locations nationwide.
These members perform essential customer service and operational support, assisting passengers at airports, from contact centres, and through Aeroplan, with ticketing, reservations, travel changes, supporting reward travel, and helping customers navigate online transactions.
During flight delays and cancellations, they play a central – and difficult — role in recovery efforts by managing rebooking, connections, accommodations, compensation, and customer correspondence — often serving as the first point of contact when plans go wrong and helping restore trust after service failures.
The current collective agreement with Air Canada expired on February 28.
