Comparing Travel Consumer Protection: Travel Industry Council of Ontario and the Air Passenger Protection Regulations
Travelling can be an exciting and enriching experience. While most travel experiences are positive, there is the potential for challenges and disruptions. To safeguard travellers, both the provincial and federal governments have established regulations and protections.
In Ontario, the Travel Industry Council of Ontario (TICO) offers protection for consumers who purchase their travel from more than 1,900 registered travel agencies, booking websites and tour operators located in the province.
Meanwhile, the Air Passenger Protection Regulations (APPR) provide protection for air travellers flying to, from or within Canada.
This blog post compares the consumer protection provided by TICO and the APPR, highlighting their key features and differences.
TICO
TICO is a regulatory body that oversees travel agencies, booking websites and tour operators on behalf of the Ontario government. It plays a crucial role in ensuring that consumers who purchase travel services from TICO-registered companies are protected.
Key protections offered by TICO:
- Regulation of travel agencies, booking websites and tour operators:
- All travel agencies, booking websites and tour operators in Ontario, meaning they have a physical presence here, must be registered with TICO and follow laws that protect consumers. This ensures that they adhere to regulations and provide important travel information, allowing consumers to feel confident in their travel purchases.
- All travel agencies, booking websites and tour operators in Ontario, meaning they have a physical presence here, must be registered with TICO and follow laws that protect consumers. This ensures that they adhere to regulations and provide important travel information, allowing consumers to feel confident in their travel purchases.
- Important information will be provided prior to booking:
- Ontario law requires that registered travel agencies, booking websites and tour operators provide important information upfront so that consumers can make informed decisions prior to booking travel. This includes:
- All-in pricing
- Any fees/penalties if you need to change or cancel your booking
- Any documentation (e.g., passport, visa, passport validity) needed for your destination, based on the nationality of your passport
- Availability of travel insurance
- For more information about what you can expect when you purchase from a TICO-registered company, click here.
- Ontario law requires that registered travel agencies, booking websites and tour operators provide important information upfront so that consumers can make informed decisions prior to booking travel. This includes:
- Complaint resolution :
- TICO offers a formal complaint resolution process to help consumers resolve disputes with registered travel agencies, booking websites and tour operators. TICO facilitates the flow of information between the consumer and the travel company to reach a solution. For the type of complaints TICO can help with, please click here.
- TICO offers a formal complaint resolution process to help consumers resolve disputes with registered travel agencies, booking websites and tour operators. TICO facilitates the flow of information between the consumer and the travel company to reach a solution. For the type of complaints TICO can help with, please click here.
- Compensation Fund:
- TICO administers the Travel Industry Compensation Fund, financed entirely by fees paid by Ontario travel agencies, booking websites and tour operators.
The Compensation Fund covers up to $5,000 per passenger for travel services that were not received because an Ontario travel agency or website, Ontario tour operator or any airline or cruise line around the world went out of business. There are certain caps on how much can be paid out for the entire failure.
The key thing consumers need to know is that to receive the protection of the Compensation Fund, travel must be purchased from a TICO-registered travel agency or website. By purchasing from a TICO-registered travel agency or website, you are automatically covered.
- TICO administers the Travel Industry Compensation Fund, financed entirely by fees paid by Ontario travel agencies, booking websites and tour operators.
Confirm if you’re booking with a TICO-registered business:
By law, all travel agencies, booking websites and tour operators in Ontario must disclose their TICO registration number on their website, invoices and other customer-facing documents, including social media, so you know that you are booking with a registered business.
Additionally, TICO offers a free online directory of all registered travel agencies, booking websites and tour operators. To confirm that the company you are booking with is registered, visit TICO’s agency search feature.
APPR
The APPR, established by the Canadian Transportation Agency (CTA), focuses on protecting air travellers’ rights across Canada. These federal regulations apply to all flights to, from and within Canada, including connecting flights.
Key protections offered by the APPR:
- Flight delays and cancellations:
- Airlines are required to adhere to specific standards of treatment and compensation for passengers in case of flight delays and cancellations. This includes providing a refund or rebooking a passenger on another flight. The amount of compensation owed depends on how late you arrived at your final destination and on the size of the airline. Different rules apply whether the delay or cancellation was within (e.g., low sales for a flight) or outside (e.g., weather, strikes) the airline’s control.
- Airlines are required to adhere to specific standards of treatment and compensation for passengers in case of flight delays and cancellations. This includes providing a refund or rebooking a passenger on another flight. The amount of compensation owed depends on how late you arrived at your final destination and on the size of the airline. Different rules apply whether the delay or cancellation was within (e.g., low sales for a flight) or outside (e.g., weather, strikes) the airline’s control.
- Denied boarding:
- If passengers are denied boarding due to overbooking, airlines must offer compensation and assistance. The amount of compensation will depend on how long a passenger’s arrival has been delayed and must be provided immediately.
- If passengers are denied boarding due to overbooking, airlines must offer compensation and assistance. The amount of compensation will depend on how long a passenger’s arrival has been delayed and must be provided immediately.
- Lost or damaged baggage:
- The APPR mandates compensation for passengers whose baggage is lost, damaged or delayed. Airlines must reimburse passengers for reasonable expenses and provide compensation for the value of lost items.
- The APPR mandates compensation for passengers whose baggage is lost, damaged or delayed. Airlines must reimburse passengers for reasonable expenses and provide compensation for the value of lost items.
- Tarmac delays:
- Regulations require that during tarmac delays, airlines must provide passengers with access to working lavatories, proper ventilation, food and drink. Passengers must be allowed to disembark if the delay exceeds three hours, subject to safety and security considerations.
Additional information about the protections offered by APPR can be found on the APPR website.
Being an informed traveller
While both TICO and the APPR aim to protect consumers, they focus on different aspects of the travel experience.
TICO provides protection for travellers who book through registered travel agencies, booking websites and tour operators in Ontario.
In contrast, the APPR specifically addresses the rights of air passengers, outlining remedies and compensation related to flight delays, cancellations, baggage problems and other airline issues.
For travellers, understanding the protections offered by both TICO and the APPR can enhance preparedness, allowing you to navigate possible disruptions with greater confidence and ease.
Book with a TICO Registered Travel Agency
To verify if a travel agency or website is TICO registered, check our online directory.
Take the TICO Traveller Quiz to see what type of traveller you are.
Sign up to receive quarterly travel consumer protection email updates.
For more travel tips and information, visit the Smart Traveller Guide.
All travel agencies and websites located and operating in Ontario are regulated by TICO. Registered travel agencies and websites provide additional consumer protection for your travel investment that may not be available when booking with travel agencies and websites based in other countries or provinces. For more information about how TICO helps, click here.
Any questions can be directed to tico@tico.ca or 1-888-451-TICO (8426).
