TICO offers info to consumers with upcoming ACV bookings

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.

TICO CEO Richard Smart explained: “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.”

And Smart continued: “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.