{April 29, 2009} VICTORIA, BC – The Business Practices & Consumer Protection Authority (BPCPA) has received inquiries from both consumers and licensed travel agents regarding travel cancellations related to the recent Swine flu epidemic in Mexico.

On April 27, 2009 the Public Health Agency of Canada issued a travel health warning that recommended Canadians postpone non-essential travel to Mexico. Many airlines, cruise lines and travel operators have responded by cancelling bookings to Mexico until a later date. This has left many travelers scrambling to salvage vacation plans.

If your travel plans have been impacted by the recent travel cancellations, there are options available.

1. Investigate Your Options: Many airlines and wholesalers are offering options for re-booking. While you may not receive the travel services on the desired date; you may be able to rebook travel services on another date, or receive a refund. Contact your travel service provider to find out their policy on cancellations due to swine flu.Be aware that in some cases, you may be required to pay the difference between the original booking and the new booking.
2. Verify Your Cancellation Rights: If travel services to Mexico resume but you wish to cancel, refer to your travel service provider’s terms and conditions on cancellation.
3. Review Your Itinerary: While you may remember to check your flights, don’t forget to contact your accommodation provider and any tours you may have booked to find out your cancellation rights and responsibilities.
4. Contact Your Travel Agent: If you booked with a travel agent, contact your booking agent for assistance. They will be able to help you with your options for re-booking.
5. Check With your Credit Card Provider: If travel services are not provided and you paid by credit card, check with your credit card company to see if they will  provide a refund for the travel services that were not provided.
6. Confirm With Your Insurance Company: If you purchased travel insurance, contact the insurance company to find out their policy on cancellation due to the   swine flu.

If you are a travel agent and your clients have been impacted by the recent travel cancellations, there are options available:

1. Investigate Options: Many airlines and wholesalers are offering options for re-booking.  While your client may not receive the travel services on the desired date; they may be able to rebook travel services on another date, or receive a refund. Be aware that in some cases, the traveler may be required to pay the difference between the original booking and the new booking.
2. Verify Cancellation Rights: If travel services to Mexico resume but your client still wishes wish to cancel, refer to the travel service provider’s terms and conditions on cancellation.
3. Review the Itinerary: While many clients may remember to check flights, don’t forget to contact the accommodation provider and any tours that may have been booked to find out cancellation rights and responsibilities.
4. Check With the Credit Card Provider : If the client’s travel services are not provided and services were paid for by credit card, check with the credit card company to see if they will provide a refund for the travel services that were not provided.
5. Confirm With the Insurance Company: If travel insurance was purchased, contact the insurance company to find out their policy on cancellation due to the swine flu.

The BPCPA administers the Travel Assurance Fund (TAF) which provides a possible source of compensation for consumers who purchased travel services through a BC licensed travel agent and travel services are not provided. The TAF is a fund of last resort and the consumer must first try to obtain compensation through their travel insurance or credit card provider. Eligibility does not cover the cost of alternate travel services or where the travel service provider has offered alternate travel options. To find out more about the TAF please visit our website at www.bpcpa.ca.

BPCPA Inquiry Centre