Tip 67 – Travel agencies: what to do if services are not provided?

If your benefits are not what you expected, you can seek help.

Did your travel agent book you a pet-free hotel room when you told them you were traveling with your dog? You were supposed to stay at a five-star hotel, but upon arrival found that there were only two of them? You were supposed to buy all inclusive, but once there, you will find that the leisure you are interested in will be at your expense? The law provides for recourse when a travel agent does not do what he told you to do. Specifically, the services provided to you must be as described in your contract, as promised by the agency, and as advertised on the radio. If you think this is not the case, start by discussing this with the agent to try to get a refund for paid benefits that you did not use or that you finally had to accept in order to take advantage of what was promised to you. If he refuses, report it to the Consumer Protection Authority by filing a complaint. You can then send a letter of demand to the agency and, if necessary, file a claim in small claims court.

After a travel agent refuses to refund or reimburse you, do you win your case in court? If the agent is unable to pay you the amount owed (for example, because it went bankrupt), its bond or Travel Agent Compensation Fund (if licensed) can be used to compensate you (see Tip 68). .

Advertising: pay attention

The Travel Agents Act requires any written travel advertisement to include, among other things, the following information:

• transport, accommodation and food services included in the trip;

• name of the proposed air carrier;

• travel time;

• With the price of the trip, include the total amount you will have to pay, stating if it includes GST and QST, and the FICAV fee, if applicable. Otherwise, the declaration must clearly state that these duties and taxes are added. On the Authority’s website, you can find an example of advertising that complies with the law and another that doesn’t.

This advice is taken from 100 TIPS for Consumers, Your Rights on a Daily Basis, prepared in collaboration with the Consumer Protection Authority. On the occasion of its 50th anniversary, the Authority is offering this guide free of charge to all consumers.


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