COVID-19 – news and information for consumers who booked travel with an Ontario travel agency, website or tour operator

Government of Canada COVID-19 information – latest border rules, travel restrictions, checklists and more. 

If you are travelling outside of Canada, click here to access travel advisories for specific destinations.

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Travel Voucher and Credit Information 

In Ontario, all travel agencies, websites and tour operators are regulated under the Travel Industry Act, 2002, which is enforced by the Travel Industry Council of Ontario (TICO). Please note that any protections only apply to customers who purchased travel services through a TICO-registered travel agency or tour operator. Click here to verify if a company is registered with TICO.

1. I’m being offered a voucher for future travel instead of a refund. Is that allowed?

When you book travel, your invoice is your contract between you and the travel company. The invoice must include all the terms and conditions of your travel. The types of options available will depend on the type of travel you purchased:

• If you booked a package with a number of travel services bundled together (e.g., flight, cruise, accommodations and/or ground transportation) – The travel services were advertised and sold for a single price (the travel agency did not combine services such as a flight and hotel at your request) and if one of those services is no longer available, such as the air component, the travel supplier, travel agency or tour operator may offer a voucher or similar document.
• If the voucher or similar document was issued by a TICO-registered travel agency or tour operator before March 30, 2020, it must be of equivalent value to the travel services not provided and redeemable for a reasonable time frame (e.g., minimum of one year).
• If the voucher or similar document was issued by a TICO-registered travel agency or tour operator on or after March 30, 2020, it must be of equivalent value to the travel services not provided and redeemable for at least one year following the date of issue. The travel can happen beyond the one-year mark.
• If you booked travel services that are not part of a package – If you purchased one or more travel services that are not part of a pre-bundled package (e.g., airline and cruise) advertised and sold for one price and those services are impacted by COVID-19, you are subject to the terms and conditions in effect from those travel suppliers. Some suppliers may choose to issue a voucher or other similar document to their customers. TICO does not have jurisdiction over end-suppliers, such as airlines, hotels and cruise lines.

In addition to the terms and conditions from suppliers, you are also subject to the terms and conditions of either the retail travel agency and/or tour operator from whom you purchased your travel services. These terms and conditions would need to have been disclosed to you at the time of booking and included on the invoice provided to you by the agency and/or tour operator. Customers are encouraged to contact their registered travel agency to discuss their options.

2. Do I have any protection if the company that issued my travel voucher goes out of business?

If you are unable to redeem a voucher or similar document issued by a TICO-registered travel agency or tour operator for future travel services because the TICO-registered travel agency or tour operator has become bankrupt, insolvent or ceased to carry on business and that failure is related to COVID-19, you can make a claim against the Travel Industry Compensation Fund until March 31, 2024.

Coverage under the Travel Industry Compensation Fund has expanded. If you have redeemed a voucher or similar document, but the TICO-registered travel agency or tour operator or airline or cruise line becomes bankrupt or ceases operations prior to travel taking place, and travel services are not provided, you can make a Travel Industry Compensation Fund claim, subject to the provisions of the Regulation.

More information about the Travel Industry Compensation Fund can be found here.

3. What if I can’t get through to my travel agency, website or tour operator?

Many customers are experiencing long wait times due to the sheer volume of calls, questions and requests.

Many travel companies have developed comprehensive online portals, where consumers can obtain up-to-date information and perform certain booking updates. Please consider checking your travel company’s website prior to calling.

Individuals who are unable to get through to their travel agency or tour operator may contact TICO to help facilitate the dialogue.

4. What if my travel agency, website or tour operator is charging a fee to rebook or cancel?

While customers are subject to the terms and conditions of their travel bookings (e.g., 100% non-refundable), during this unprecedented situation, many travel companies are offering options for cancellations and rebookings. TICO has received complaints that some companies are charging a rebooking or cancellation fee.

Recognizing differences in invoicing and disclosure practices by travel agencies, customers should carefully review the terms and conditions reflected on their invoice pertaining to fees. If you remain concerned, please speak with your agency and/or contact TICO.

5. What other options do I have for cancelling or rebooking my travel plans?

If you have travel insurance, either as a standalone package, through your group benefits or through a credit card, contact the provider to see if you are covered. Each insurance policy is unique and may offer different levels of coverage.

6. If you booked airfare directly with an airline regulated by the Canadian Transportation Agency (CTA)

Please note that TICO does not have jurisdiction over airlines, which are federally regulated.

For issues involving air only bookings, please refer to the CTA’s website for information on air passenger rights and the CTA’s Air Travel Complaints process.

Speaking with your TICO-registered travel agency is your best course of action for understanding your options. Individuals who are unable to get through to their travel agency or tour operator may contact TICO to help facilitate the dialogue.

7. TICO’s Consumer Complaints Process

We understand that consumers have been requesting refunds from registered Ontario travel agencies/websites and tour operators for the non-provision of travel services due to the COVID-19 pandemic. Although TICO believes that vouchers for future travel are a reasonable form of reimbursement depending on the particular situation, should consumers remain dissatisfied with the form of reimbursement being offered after attempting to resolve the matter with their travel agent, consumers may file a complaint with TICO.

TICO’s complaints process addresses complaints against Ontario travel agencies and tour operators. TICO’s role is to facilitate the flow of information between the consumer and the travel company to assist in resolving a dispute.

You may contact TICO for information or assistance in filing a complaint against a registered travel agency, website or tour operator. Click here for more information on TICO’s complaint handling process. Alternatively you may send an email to tico@tico.ca or call us toll free 1-888-451-8426 (TICO).

8. TICO’s Travel Tips

If you’re thinking about travelling, TICO’s checklist is here to help you keep track of all the important details. Click here to see the full checklist.

Additional resources

• The Public Health Agency of Canada publishes information and frequently asked questions about COVID-19.
• The Government of Canada has a page dedicated to information and advisories.
• TICO’s website includes a number of other helpful links to assist travellers at home, or abroad.

 

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).