The Compensation Fund for Customers of Travel Agents could reimburse you the cost of services paid to a travel agency or compensate you, such as in the following situations:

  • Transportation not received;
  • Lodging not received;
  • Tourism activities not received;
  • Main service not received;
  • Compromised security;
  • Departure or repatriation required;
  • Closure or bankruptcy of the travel agency.

The Fund will reimburse or compensate you on the condition that you are not otherwise reimbursed or compensated, e.g. by your travel agency or by a tourism services provider. To establish a reimbursement, the Office de la protection du consommateur evaluates whether the amount claimed is reasonable. The fact that you cannot unjustifiably enrich yourself is taken into consideration, among other things. 

Transportation not received

A strike, a bankruptcy, an unforeseen closure or a storm affects your air carrier or cruise line and prevents you from receiving their services. The Fund could also reimburse you if a flight cancellation or delay causes you to miss overnight stays at a hotel or a tourist activity included in your package.

Lodging not received

Your hotel goes into bankruptcy or closes its doors for other reasons, such as a strike, a natural disaster or a political crisis.

Tourist activities not received

An excursion or a guided tour you have purchased from the travel agency does not take place, because a volcano eruption prevents any travel in the area.

Main service not received

You have purchased a cruise package that includes a flight to the city of departure, but the cruise is cancelled because the ship sank. The entire package could be reimbursed to you.

Compromised security

You have purchased a trip scheduled a week later, but, on the day of departure, the Canadian Government issues an advisory against travelling to the country to which you were supposed to travel. 

Departure or repatriation required

The Fund can provide you with the amounts you need for your departure or to get back home, for example if the airline does not provide you with the required transportation because it has closed.

Closure or bankruptcy of the travel agency

The travel agency with which you do business closes its doors before your departure.

You can also consult concrete examples of situations covered by referring to the page on this subject.

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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.