TICO Reminds Agents of Obligations and Rights With Boeing Decision

The Travel Industry Council of Ontario (TICO) wants to remind registrants of their responsibilities under the Travel Industry Act and Ontario Regulation regarding today’s announcement that all Boeing 737 Max aircraft be grounded.

The wording can get a little complicated, so we’ve provided some details, but if you have any questions, you’re directed to contact TICO directly tico@tico.ca or 1-888-451-8426 (TICO).

First and perhaps foremost, registrants should be aware of the consumer protection available to customers as they consider any new arrangements arising from today’s safety notice.

Under the current guidelines, today’s Transport Canada announcement would be considered the result of a safety consideration. Therefore, registrants would have the right to “delay” the scheduled departure of transportation by 24 hours or more without offering a refund or alternate travel services.

While a registrant may not be responsible to provide a refund or comparable alternate travel services acceptable to the consumer pursuant to the Regulation, the registrant may have certain obligations under the common law and the specific terms and conditions of the booking.

Registrants should carefully review the terms and conditions of their contracts and what their obligations are in regard to those agreements.

If a registrant acquires rights to travel services for resale to other registrants or to customers and the supplier fails to provide the travel services paid for by a customer, the registrant who acquired the rights for resale shall reimburse the customer or provide comparable alternate travel services acceptable to the customer.