How can consumers tell that I am a licensed travel agency?

• As of April 1, 2009 all BC licensed travel agents and wholesalers are required to include their license number in visual advertisements.
• Your Consumer Protection BC licence certificate should be prominently displayed on your premises.
• All licencees have been provided with a window decal indicating they are a licensee.  We encourage you to also display this decal.
• You can also direct consumers to the licensed agency search on this website for them to verify that your agency is licensed.

CLAIMS

How do I make a claim?

In order for your claim to be eligible, you must verify that you have either:

• Reimbursed the claimant for the original travel services paid for and not received, OR
• Provided alternate travel services (loss of commission is not an eligible expense).

Please follow these steps to file a claim:

• Get started right away. A claim must be filed within six months after the date the loss occurred.
• Confirm that expenses are eligible under the fund before you reimburse any consumer.
• If travel was purchased with a credit card, call or write to find out if the credit card company will reverse the charges.
• Fill out the TAF claim form and submit it to Consumer Protectin BC via mail or fax.

Download the Licensee Travel Assurance Fund claim form here [PDF] or complete the online licensee form.

If you are assisting your client with completing a consumer claim, please download the consumer claim form here [PDF] or complete the online consumer claim form.

Your claim must include the required information. Claim forms must be complete and signed.  An incomplete form will not be processed.

Travel Agents

The following information must be included with your claim form:

• A brief summary of travel services purchased including dates, other travelers and the reason the services were not received;
Proof of payment for the travel services (front and back of cheque, receipt for cash payment, credit card receipt);
• Proof that compensation was denied from other sources (such as a credit card or insurance company);
Proof that travel services were not provided. Submissions may include original unused tickets and vouchers for travel services not provided, or verification the travel supplier or wholesaler has ceased operating; and
• Proof that your travel agency either reimbursed the client the original amount paid for travel services that were not received, or proof that alternate travel services were provided at your expense (you may claim up to the original amount paid for travel services that were not received.)

Travel wholesalers

The following information must be included with your claim form:

• A brief summary of travel services originally contracted for including dates, itinerary and all travelers covered by the claim;
• Proof of payment made by the client to the licensed travel agent.
• Proof of payment by the licensed agent to the wholesaler prior to the release of travel documents (front and back of cheque, receipt for cash payment, credit card receipt)
• If the client’s payment was made by credit card to the booking agent’s merchant account, proof in writing that the credit card company will not reverse the charges;
• Proof that the original or alternate travel services were provided at your expense (you may claim up to the original amount paid for the original travel services contracted).

Are there compensation limitations?

Compensation to the fund is limited to the original travel services paid for and not received.  For example, if a client books airfare and accommodation separately, and was unable to take the trip due to the failure of the airline, the TAF will only provide compensation for airfare as the hotel was still able to provide the travel services.  If you reimburse the consumer for both services, the TAF will still only be able to provide compensation for the airfare.  If you are unsure about what expenses may be covered, please call our toll free inquiry line at 1 888 564-9963.

Do I have to file my claim within a certain amount of time?

Yes, to be eligible, claims must be filed within six months of the date to loss.

How long does it take?

The length of time it takes to process a claim can range depending on the full completion of the claim form, cooperation from the third party supplier, meeting all the requirements set out by BC law or for any other reason outside the control of Consumer Protection BC.

What if I disagree with the decision about my claim?

Under section 137(2) of the Business Practices and Consumer Protection Act (BPCP Act) any decision, order or ruling of the director made under the Act in respect of a matter that is in the jurisdiction of the Travel Assurance Fund is final and conclusive and is not open to question or review in court, except on a question of law or jurisdiction.

This decision, however, may be reconsidered in accordance with Division 1 of Part 12 of the BPCPA Act. A request for reconsideration may be submitted within 30 (thirty days) of receiving notice of denial of the claim. The request must be made in writing and must identify the error the claimant believes was made or the other grounds for which the reconsideration is requested.  There is a $200 fee for reconsideration requests, which would be refunded if the reconsideration results in a decision favourable to the claimant.  The decision made with respect to the reconsideration is final and may not be reconsidered.

For more information on reconsiderations please visit our frequently asked questions on reconsideration.  To make a request for reconsideration you may complete the request for reconsideration application form.

Who can I contact to get more information?

There is a lot to know about the Travel Assurance Fund; we can help walk you through it. If you are unsure about your eligibility to claim against the TAF, please contact us.  We also encourage you to contact us if you know of any unlicensed travel agents or wholesalers operating in BC.