Information for consumers with packaged travel bookings impacted by the WestJet labour disruption
Mississauga, ON – The Travel Industry Council of Ontario (TICO) is sharing important information for consumers who have booked travel packages that include WestJet flights.
This includes packages purchased through or provided by WestJet Vacations, Sunwing Vacations, or any other TICO-registered travel business that includes WestJet flights as part of the package.
Please note: this information only applies to travel packages purchased by consumers from TICO-registered businesses, which are provincially regulated by TICO in Ontario.
WestJet, the airline, is federally regulated by the Canadian Transportation Agency (CTA), please click here for more information.
For consumers whose travel packages have been cancelled due to the WestJet labour disruption:
Under Ontario law, if a TICO-registered travel agency or tour operator acquires rights to travel services for resale to other registrants or consumers and cannot provide those services because a supplier fails to deliver them (for example, a flight to the destination), 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.
If a consumer chooses a refund for a travel package that can’t be delivered, Ontario consumer protection laws require that the refund be provided within a reasonable timeframe.
For more information, visit the WestJet Vacations and Sunwing Vacations websites.
For packages with other TICO-registered businesses, please contact the business or your travel advisor.
For consumers who are in destination on a packaged trip with WestJet Vacations, Sunwing Vacations, or another TICO-registered business and have had their return flight cancelled:
WestJet Vacations and Sunwing Vacations customers who are in destination can refer to these websites for information and contact their provider directly.
For packages with other TICO-registered businesses, please contact the business or your travel advisor.
Additionally, consumers are encouraged to contact their insurance provider as soon as possible to discuss coverage and options.
Under Ontario law, there is no coverage under the Travel Industry Compensation Fund for consumers to be reimbursed for expenses (e.g., accommodations, meals, car rental, lost wages, etc.) incurred due to a flight cancellation because of a labour disruption.
Additional resources:
- 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 the labour disruption and WestJet’s policies, please click here.
About TICO
Formed in 1997, the Travel Industry Council of Ontario (TICO) regulates Ontario’s approximately 1,900 travel agencies, booking websites and tour operators. TICO administers the Travel Industry Act, 2002. 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.
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Media contact
Kristina Wilson
Stakeholder Relations Manager