Didn’t get travel services?

If you booked with a licensed travel agent and didn’t receive the travel services in your contract, you might be eligible to apply to get your money back from the Travel Assurance Fund.

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. 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”.

If you didn’t book with a licensed travel agent or wholesaler, you aren’t eligible to claim to the Travel Assurance Fund. A travel agent or wholesaler is not allowed to operate with a suspended licence. If you book your travel with an agent or wholesaler who had a suspended licence, you are not eligible to claim against 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
• 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.

If you have already tried to get a reimbursement from your credit card provider and/or travel insurance provider, you can try making a claim to the Travel Assurance Fund. Please make sure that your claim is complete. Incomplete claims will be sent back to you which takes more time. All completed claims must be received within six months from the date of loss. This includes your completed claim form and all supporting documentation. Claims sent after the six-month period will be denied.

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)

When you buy travel from a licensed travel agency, by law they must give you a receipt. This receipt must include this 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

Other disclosures and contract requirements 

When you buy most goods and services, there are certain things that must be disclosed to you upfront and in the contract itself. These rules are designed to make sure you get clear information before you agree to something. 

See the full list of other contract requirements and pre-contract disclosures on our Contracts page and learn when you can cancel if details are missing. 

We don’t have any authority over quality of service issues. If you aren’t happy with the travel services you bought, your best bet is to try and work it out with your travel agent. If you are unable to do so and wish to pursue the issue, you might want to consider looking into court or speaking to a lawyer.

Learn more about Small Claims Court in BC.

Please submit a complaint so we can assess it and guide you on next steps.

How we review complaints

We look at each complaint to decide if we should open a case based on the facts, the law and the level of risk. We focus on issues that cause the most harm or affect more people, especially those who may be vulnerable. In some cases, we may refer it to another agency that’s better suited to help.