What happens if you do not receive the services you purchased, such as a flight or cruise, or if your travel agency goes out of business or is in bankruptcy?
Here is the procedure for applying to be reimbursed or compensated in 4 easy steps.
Before you file a reimbursement claim with the Compensation Fund for Customers of Travel Agents, find out if the following companies can provide you with a refund and, if so, file a claim with them:
- the travel agency with which you did business and its service providers, such as an airline or cruise line;
- an insurer. For example, private insurance, group insurance (provided by an employer, an association, etc.) or insurance linked to a credit card;
- the issuer of the credit card(s) used to pay for the services. Among other things, the issuer might agree to cancel the purchase of the services that were not rendered to you.
You can file a claim with the Fund if you did business with a travel agency that holds a licence from the Office. The Get information about a merchant tool enables you to check on this.
To be entitled to a reimbursement, you must not have received any other reimbursement, e.g., from a third party, such as an insurer. However, if you have received a partial reimbursement, you can claim the difference from the Fund.
Example: You paid $1,000 for tourism services that could not be provided. You received a $400 reimbursement from your insurer. You could receive $600 from the Fund.
Check our “compensation” section to see whether a file has already been opened concerning your situation in order to determine which compensation form to fill out.
If your application does not concern any of the currently opened files, use the general claim form.
Save the form on your computer or mobile device, then fill it out on screen, print it and sign it. You will need Adobe Reader version 8 or later (free of charge).
If you have problems saving the form or filling it out on screen, print it and fill it out legibly by hand.
You can contact us if you need help filling out your request.
You will receive an acknowledgment of receipt within 30 days of submitting your form.
Last update : August 30, 2023
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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.