TICO outlines protections for WestJet, Sunwing vacation customers amid strike threat

The Travel Industry Council of Ontario (TICO) has issued guidance for consumers with upcoming WestJet Vacations or Sunwing Vacations bookings as the possibility of a WestJet labour disruption continues.

The information applies to travellers who booked directly with either tour operator or through a TICO-registered travel agency or website.

WestJet’s flight attendants, represented by the Canadian Union of Public Employees (CUPE) Local 8125, issued a 72-hour strike notice on July 30. 

WestJet responded with a lockout notice.

A strike or lockout could begin as early as Aug. 2 at 12:01 a.m. MT if the parties do not reach an agreement.

WestJet Vacations and Sunwing Vacations are offering a goodwill policy that allows customers with upcoming travel plans to change their bookings or receive a voucher for future travel.

Customers should consult the WestJet Vacations and Sunwing Vacations websites for the latest policy details.

Protections for vacation packages

If cancellations begin, Ontario consumer protection regulations will apply to packages purchased from or provided by TICO-registered businesses.

Under Ontario law, when a registered travel agency or tour operator acquires travel services for resale but cannot provide them because a supplier fails to deliver a component, such as the flight to a destination, the customer must be offered a choice of:

• A refund
• Comparable alternate travel services acceptable to the customer
• A voucher or similar document acceptable to the customer that can be applied toward future travel services

Consumers who choose a refund for an eligible WestJet Vacations or Sunwing Vacations package must receive it within a reasonable timeframe, TICO said.

“Travel disruptions can be stressful for travellers and the travel advisors guiding them,” said TICO CEO Richard Smart. 

“When part of a travel package can't be delivered, Ontario law provides protections that can give consumers added flexibility and peace of mind.”

Air-only bookings

Different rules apply to consumers who purchased airfare without a vacation package.

For information about possible compensation and the regulations governing air-only delays and cancellations, travel advisors and passengers should consult the Canadian Transportation Agency’s Air Passenger Protection Regulations.

Under the regulations, a labour disruption is generally considered outside an airline’s control. 

Airlines still have rebooking and refund obligations, but compensation for inconvenience is not required when a disruption falls outside the carrier’s control.

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