Information for consumers with upcoming Air Canada Vacations bookings
Mississauga, ON – With the potential for an imminent Air Canada pilot strike, the Travel Industry Council of Ontario (TICO), is sharing information for consumers who booked travel services with Air Canada Vacations (a TICO-registered tour operator) either directly or through a TICO-registered travel retailer.
At this time, as Air Canada flights have yet to be cancelled or impacted, Air Canada Vacations is offering a goodwill policy, which allows consumers with imminent travel to change their plans or receive a future travel voucher. More information can be found at this link.
Should a labour disruption begin with flight cancellations, the below regulation will apply.
Under Ontario law, if a travel retailer or wholesaler acquires rights to travel services for resale to other registrants or consumers (e.g., Air Canada Vacations) and is unable to provide the travel services purchased due to the failure of a supplier(s) to provide the service (e.g., flight to destination), then the consumer must be offered THEIR CHOICE of:
- A refund;
- Comparable alternate travel services acceptable to the customer; or
- A voucher or similar document that is acceptable to the customer for future redemption towards travel services.
Where a consumer prefers a full refund for a travel package sold, or otherwise provided, by Air Canada Vacations, Ontario’s consumer protections laws require a refund be provided within a reasonable timeframe.
“Large-scale travel cancellations can be challenging, not just for travellers whose plans and expectations are disrupted, but also for travel advisors who work hard to support their clients through stressful times,” said TICO CEO Richard Smart. “While no one wants to see their travel plans cancelled, consumers can rest assured knowing they have flexibility, including getting their money back, if a component of their package can’t be provided.”
For potential compensation and regulations for air-only cancellations and delays, advisors and passengers should refer to the Canadian Transportation Agency’s Air Passenger Protection Regulations. For more information about Air Canada’s policies, please click here.
About TICO
Formed in 1997, the Travel Industry Council of Ontario (TICO) regulates Ontario’s approximately 1,925 travel agencies, booking websites and tour operators. TICO administers the Travel Industry Act, 2002 on behalf of the Ontario government. As a consumer protection organization, TICO facilitates a consumer complaints process and administers the Ontario Travel Industry Compensation Fund. By booking travel with a TICO-registered business, consumers have access to added protection. To verify if a company is registered with TICO, and for helpful information and resources, visit www.tico.ca.
-30-
Media contact
Kristina Wilson
Stakeholder Relations Manager