Air Canada has confirmed that it has cancelled its service to San Juan’s Luis Muñoz Marín International Airport (SJU) for the Winter 2017/2018 season. The airline had previously suspended service indefinitely, due to the impact Hurricane Maria had on the island’s airport and infrastructure.

Agents will receive schedule change notifications for their clients and Air Canada has provided guidelines for reprotecting impacted travellers.

Customers booked on Air Canada’s Montreal-San Juan or Toronto-San Juan flights, agents are required to reprotect travellers on one of the following…

- United Airlines via Newark (EWR), Houston (IAH) or Chicago (ORD)

- AA via MIA

- Any other airline with which Air Canada has an interline ticket agreement

The following ticketing procedures should be followed:

- Add ticket endorsement: INVOL ACSJU

- Add OSI: AC INVOL REROUTE SJU SKED CHG

- Add: Passenger home/mobile phone numbers

- Tickets shall be identified by the e-ticket record: “I” (for Involuntary)

- Coupons will show the following in the endorsement box (no reference to schedule change to be included): INVOL ACSJU

- Re-protection on other airlines is to be rebooked in the lowest fare class in the same cabin as originally booked on Air Canada

To request a refund for tickets issued in your GDS, please process as follows:

- Add the following in the OSI field: AC INVOL REROUTE SJU SKED CHG

- Cancel the space in your PNR

- Issue the refund per normal GDS procedures

To request a refund for tickets issued on the Air Canada agent website, please process as follows:

- Cancel the booking

- Fill out the online ticket refund form with the following in the comments: SJU/[FLIGHT NUMBER]/[DATE]

Puerto Rico was hit hard by Hurricane Maria, with the US territory losing all power and communications following the storm and many airlines suspended service to the island. Air Transat recently announced that it would restart its service to San Juan with one flight per week from each of Montreal and Toronto, effective February 18, 2018.

Please review the Schedule Change policy on the Agent Reference tab on Air Canada’s agent website.