TICO outlines consumer rights amid potential Air Canada labour disruption

With the potential for an imminent Air Canada labour disruption, the Travel Industry Council of Ontario (TICO) is advising consumers who booked with Air Canada Vacations—either directly or through a TICO-registered travel retailer, including online booking sites—of their rights under Ontario law.

Currently, Air Canada flights have not been cancelled or affected. 

Air Canada Vacations is offering a goodwill policy for customers with imminent travel, allowing them to change their plans or receive a future travel voucher.

If a labour disruption results in flight cancellations, Ontario’s travel regulations will apply. 

For travel packages, if a retailer or tour operator cannot provide the purchased services due to a supplier’s failure (for example, a cancelled flight), consumers must be offered one of the following:

• A refund;

• Comparable alternate travel services acceptable to the customer; or

• A voucher or similar document acceptable to the customer for future redemption.

Where a full refund is preferred for a travel package sold or provided by Air Canada Vacations, Ontario consumer protection laws require the refund be issued 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, travellers and advisors should refer to the Canadian Transportation Agency’s Air Passenger Protection Regulations for details on potential compensation and rules regarding cancellations and delays.

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