Didn’t get travel services?

Each claim is assessed on a case-by-case basis and the dollar value is for the travel services that were not received, it does not cover the travel you purchase to replace the lost travel (even if it is more expensive). The Travel Assurance Fund is also available to licensed travel agents or wholesalers who compensated consumers who did not receive travel.

It’s important to know that this is a fund of last resort, which means if you plan on applying you will need to have tried to get a refund from all other sources available. This includes:

• your licensed travel agent
• your credit card company (if you paid by credit card)
• your travel insurance provider (if you purchased travel insurance)
• if you booked your travel online, by email, or by phone, you must also try to get a refund through BC’s distance sales laws

You must go to these sources first and get written proof that you have been denied a refund. Please keep all records of your communications.

Please read what isn’t eligible in the next section.
Understand the claim process in the section below called “steps to take before making a claim to the Travel Assurance Fund”.

While the Travel Assurance Fund may reimburse up to the cost of the original services in a contract, it doesn’t cover the cost of any replacement bookings you make such as booking at another hotel or flight.

The following is also not covered by the Travel Assurance Fund:

• gift certificates, or unused credits
• dissatisfaction with the quality of service you received
• your plans changed or you missed your flight
• natural disasters or bad weather (this includes pandemic-related changes to travel)
• cancellation due to health or other issues when you were the one who cancelled the services
• lost or stolen baggage
• insurance top-ups

Check the licence of a BC travel agent/wholesaler.

STEP 1: Start by attempting to get a refund from the following sources:

• contact your licensed travel agent to request a refund, if denied, go to the next bullets
• if you paid by credit card, contact your provider right away to request a chargeback
• make a claim against your travel insurance, if applicable

If the business has filed for bankruptcy, file a claim with the bankruptcy trustee.

If you have proof that you’ve been denied by your travel agent, credit card, and/or if applicable, your insurance provider, follow Step 2.

To submit a claim, fill out the claim form and provide all of the following supporting documentation:

• receipt(s)
• contract(s)
• itineraries
• proof that travel services were not provided. This could be a purchase of alternate travel, a letter from the airline, or a letter from a travel agent.
• if you purchased travel services with a credit card you must provide a letter from your credit card provider stating they are unable to reverse the charges
• if you purchased travel insurance you must provide a letter from your insurance provider explaining why they cannot reimburse you
• if the travel agent is still in business you must provide a letter from them stating why they cannot refund you
• any other documents you have to support your claim

If you do not have one or more of the items mentioned above, you must include a letter in your claim explaining why you can’t provide it.

Make a claim to the Travel Assurance Fund (for consumers)

This receipt must have the following information:

• the date you made payment or received a refund
• the name and address of the person making the payment
• the business name, address, telephone number and license number
• the amount paid, along with any outstanding balance
• a detailed description of the services, including the travel dates

This is a summary, not an exhaustive list.

Read the Travel Industry Regulation, section 12.1

Learn more about Small Claims Court in BC.