by Natasha Lair
Last updated: 9:10 AM ET, Thu January 29, 2026
Unifor announced collective bargaining with Air Canada on behalf of customer service agents working at airports and call centres across the country.
The talks cover nearly 6,000 members of Unifor Local 2002 who provide frontline passenger support, including ticketing, reservations, travel changes, Aeroplan assistance, and help with online transactions. These workers also manage customer relations and support during disruptions.
“Air Canada’s customer service agents are the backbone of the passenger experience,” said Lana Payne, Unifor National President.
“They manage delays, disruptions, and customer care under immense pressure, yet too often without the staffing and protections that reflect the value of their work. This bargaining round is about respect, safety, and fairness for the workers who keep Canada flying.”
Unifor opened collective bargaining with Air Canada on behalf of customer service agents. (Photo Credit: Unifor)
According to the union, during flight delays and cancellations, customer service agents are responsible for rebooking, managing connections and accommodations, handling compensation, and corresponding with customers, often serving as the first point of contact when travel plans break down.
“Our members are the people travellers rely on when flights are cancelled, connections are missed, or plans fall apart,” said Tammy Moore, President of Unifor Local 2002.
“They deserve improved wages, predictable schedules, and working conditions that allow them to do their jobs properly. Air Canada must recognize that strong customer service starts with respecting the workers who deliver it.”
Unifor said it continues to call for changes across Canada’s aviation sector through its Air Transportation Workers’ Charter of Rights, which urges action on chronic understaffing, contracting out, unsafe workloads, and inadequate training.
The current collective agreement between Unifor and Air Canada expires on Feb. 28, 2026.
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