TORONTO — TICO is sharing information for consumers who booked travel services with ACV either directly or through a TICO-registered travel retailer.

TICO’s update comes as a potential Air Canada pilot strike looms.

As TICO notes, as Air Canada flights have yet to be cancelled or impacted, ACV 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.

TICO adds that should a labour disruption begin with flight cancellations, under Ontario law, if a travel retailer or wholesaler acquires rights to travel services for resale to other registrants or consumers (e.g. ACV) 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 ACV, Ontario’s consumer protections laws require a refund be provided within a reasonable timeframe.

TICO CEO Richard Smart says: “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. 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,  click here.