We’ve been getting questions from consumers and licensed travel agents about the Coronavirus (COVID-19) and travel bookings that were previously made. We understand that the situation is evolving. This information is intended to help you make informed decisions for you, your family, your customers, and your business.
The Government of Canada advises that any non-essential travel outside of Canada be avoided until further notice. Read their advisory.
Offering a refund to your customers for booked travel is your decision and must follow your business refund policy. Remember that your refund policy should be clear to your customers when booking travel.
Be informed about what BC’s Travel Assurance fund covers. The Fund does not apply:
If travel bookings are cancelled voluntarily
During a natural disaster or a “force majeure”, which is an unforeseeable circumstance that prevents someone from fulfilling a contract. COVID-19 is considered a “force majeure”.
If you believe that your business is being financially impacted and is at risk of ceasing operations, please contact us so that we can anticipate any possible impact on your clients.
If you are thinking of not renewing your travel licence with us, understand that:
You are not allowed to operate in BC without a licence.
You and your customers may not be eligible to claim against the Travel Assurance Fund
You would pay more for a new licence and you would need to contribute to the Travel Assurance Fund again.
Advice for your customers if their travel has been cancelled by another supplier.
If your customers have been impacted by a cancellation made by a third party, you can offer these suggestions:
Ask about the options: many airlines and wholesalers are offering options for re-booking. While your customers may not receive the travel services on the desired date, they may be able to rebook travel services on another date or possibly receive a refund. Be aware that in some cases, they may be required to pay the difference between the original booking and the new booking.
Confirm cancellation rights: If travel services resume but your client still wishes wish to cancel, refer to the travel service provider’s terms and conditions on cancellation.
Review the Itinerary: While many people may remember to check flights, remind them to contact any accommodation providers and tours that may have been booked to find out cancellation rights and responsibilities.
Understand the travel insurance policy: If travel insurance was purchased, your customer should contact their insurance provider to find out their policy on cancellation due to COVID-19.
Check with the credit card provider: If your customer’s travel services are not provided and services were paid for by credit card, the credit card company may provide a refund for the travel services that were not provided.
We understand that this is a confusing time and you may find yourself faced with a variety of decisions related to your travel bookings.
Cancelling your travel?
While many airlines are offering cancellation options, understand that if you are voluntarily cancelling your travel bookings, you may not get your money back.
Read the terms and conditions on your travel insurance carefully to understand your cancellation rights. Several insurance providers have said that they will no longer cover new customers who need to cancel their trips due to COVID-19 as it is now a “known issue”.
BC’s Travel Assurance Fund does not cover voluntary cancellation or a force majeure (such as a natural disaster or a situation like COVID-19). Find out more about the Travel Assurance Fund.
Contact your licensed travel agent to explore your options.
Have your travel plans been cancelled?
Some 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 re-book travel services on another date or maybe even get a partial refund.
Contact your travel service provider to find out their policy on cancellations and re-booking. Be aware that in some cases, you may be required to pay the difference between the original booking and the new booking or a cancellation fee.
While you may remember to check your flights, don’t forget to contact your accommodation providers and any tours you may have booked to find out your cancellation rights and responsibilities.
If you booked with a licensed travel agent, contact your booking agent for assistance. They will be able to help you with your options for re-booking.
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.
Whenever you are booking travel, always book with a licensed travel agent or wholesaler. If you aren’t sure if a business is licensed, check with us.
We continue to monitor the situation and will share relevant information with you as quickly as we can.
Get reliable information about COVID-19 Reliable sources for information about COVID-19, including practical guidance about travel, preventing the contraction and spread of the virus, are:
