Here are answers to frequently asked questions about the Compensation Fund for Customers of Travel Agents.
What is the Compensation Fund for Customers of Travel Agents?
The Fund is a financial protection plan for travellers administered by the Office de la protection du consommateur.
The Fund reimburses you for paid tourism services (plane tickets, hotel rooms, cruises, etc.) that you have not received, on condition that these services were purchased from a travel agency that holds a licence from the Office.
For more information, go to the What is the Fund? page.
How can I benefit from the protection offered by the Fund?
You must have purchased services from a travel agency that holds a licence from the Office. The Fund does not protect you if you dealt directly with a service provider.
You can check whether your travel agency holds a licence using the Getting information about a merchant search tool.
Can the Fund be a substitute for travel insurance?
No. The protection provided by the Fund complements that provided by travel insurance. The Fund does not cover all of the situations covered by travel insurance, such as lost luggage.
Go to the Situations covered by the Fund page to find out under which circumstances the Fund could reimburse you.
How much does the Fund protection cost?
It's free. Given the current value of the Fund, you do not have to pay a contribution. On the invoice you receive from your travel agent, you will see that the amount of the contribution was charged, and then credited to you.
Am I covered by the Fund if I purchase my trip online?
Yes, but only if the purchase was made on the website of a travel agency that holds a licence from the Office de la protection du consommateur.
You can check whether the travel agency holds a licence using the Getting information about a merchant search tool. Also make sure that the notation "Fonds d'indemnisation des clients des agents de voyage" (Compensation Fund for Customers of Travel Agents) appears on your invoice before completing the transaction.
Does the Fund reimburse services with which I am dissatisfied or that do not comply with the agreement I entered into with my travel agency?
The Fund does not reimburse travel services you have received but with which you are dissatisfied: e.g. a cruise that was not up to the quality you had expected.
However, if you received services that you believe did not comply with the agreement you entered into with your travel agent, you may have recourse options. Visit the Dissatisfaction with received services page to find out more.
If I experience moral damages (loss of enjoyment) during my trip, can the Fund provide compensation?
No, the Fund does not provide compensation for moral damages resulting from the absence of services, such as the loss of vacation days or loss of wages caused by a flight cancellation. However, if you receive a judgment against your travel agent in which you are awarded moral damages, the Fund could pay you a maximum amount of $500.
Does the Fund reimburse living expenses (meals at the airport, hotel, etc.) I had to pay during my trip?
Yes, under certain circumstances. The Fund can reimburse you if you incurred meal and accommodation expenses because you did not receive the services for which you had paid. This would be the case if, as a result of a flight cancellation, you had to find accommodations and food while waiting for another return flight. The Fund provides for a maximum reimbursement of $208 per person per day.
How can I be reimbursed by the Fund?
The Procedure to be reimbursed by the Fund page provides all the information you need in 6 easy steps.
Can the reimbursement by the Fund be limited?
Under normal circumstances, the Fund reimburses the amounts paid to a travel agent for tourism services, if these services have not been rendered.
What is the time frame to receive a reimbursement?
The Office reimburses affected travellers following an analysis of their application. You will receive an acknowledgement of receipt within 60 days.
What are my recourse options if I did not deal with a licensed travel agency?
You can contact the company that should have provided the service, e.g. the air carrier or cruise line, to request a reimbursement or compensation, if applicable.
You can also check whether your insurance company can reimburse you for the services that were not provided to you. Remember to keep all your invoices and receipts to file a claim with your insurer.
If you used a credit card to pay for the services, go to the Credit card purchases page for information about your recourse options.
Lastly, please note that other laws, in addition to the one for which the Office is responsible, protect travellers. You could have recourse options, in particular as regards problems with an air carrier.
Last update : November 5, 2020
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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.