With the potential for an imminent Air Canada labour disruption, Travel Industry Council of Ontario, the province’s travel regulator, is sharing information for Ontario consumers who booked travel services with Air Canada Vacations (a TICO-registered tour operator) either directly or through a TICO-registered travel retailer (including TICO-registered online booking websites).
Meanwhile, TICO advises that for Air Canada flights yet to be cancelled or impacted, Air Canada Vacations is offering a goodwill policy that allows consumers with imminent travel to change their plans or receive a future travel voucher.
Should a labour disruption begin with flight cancellations, the below regulation will apply.
For travel packages
Under Ontario law, if a travel retailer or tour operator acquires rights to travel services for resale to other registrants or consumers 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.
“Travel disruptions can create uncertainty and stress for travellers and for the travel advisors supporting them,” said TICO CEO Richard Smart. “If any part of a travel package cannot be delivered, consumers are protected under Ontario law, providing flexibility and peace of mind during uncertain times.”
For air-only bookings
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.
Air Canada notably advise anyone who purchased an air ticket through ACV to reach out to the tour operator directly.
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