Did you change your mind? Are you ill? Is something preventing you from leaving at the last minute? To cancel a trip, check out the possible options available to you as soon as possible. You will increase your chances of being reimbursed.

Cancellation terms and travel agencies

Travel agencies are not required to reimburse you if you cancel your trip, unless your contract contains a clause providing for that situation. For example, personal reasons or health problems do not necessarily entitle you to a reimbursement. 

You can try negotiating with your travel agent in order to postpone the date of your trip or change destinations without penalties.

Document describing the cancellation terms

The travel agent is required to give you a document that describes the terms in the event of a cancellation. If you purchased your trip by telephone or through the Internet within 7 days of your departure, the cancellation terms may have been communicated to you verbally.

Generally speaking, agents can only cancel a trip if they notify you at least 7 days in advance.

Travel insurance

Your travel insurance could compensate you in the event of a cancellation. The reasons that can lead to compensation can be different than those established by your travel agent or tourism services provider. It is worth looking into this option.

Credit card purchases

If you paid by credit card, you can ask the credit card company if it agrees to reimburse you.

Agencies without a licence or providing false information

What if you find out that your travel agency does not have a licence issued by the Office de la protection du consommateur? What if your travel counsellor failed to mention an important fact? (e.g. the counsellor reserved a room for you in a hotel that does not accept children even though you mentioned that you were travelling with your children.)

In these situations, first try to discuss the situation with your travel agent in order to obtain a reimbursement. If the agent refuses, notify the Office de la protection du consommateur and file a complaint. The Contact us page provides you with our contact information.

You must also send a formal notice to the travel agent and, if applicable, file a claim with the small claims court. For more information, consult the pages on Sending a formal notice and Filing a complaint with the small claims court.

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Last update : August 1, 2018

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The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.