Canadian Consumer Handbook 2006

Know Your Destination

If you plan to travel outside of Canada, check the Department of Foreign Affairs Consular Affairs website to find out more about your destination.

Choosing a Travel Agent

• Travel professionals are licensed or registered in some jurisdictions. Check with your provincial or territorial consumer affairs office.
• Has the agent completed a training program?
• Has he or she travelled widely?
• How many years has the agency or operator been in business?
• Does the agency or consultant belong to a travel agents association or related organization (see below)?

Ask About Agency Affiliates

Many agencies belong to professional travel or trade associations. Members must usually meet certain requirements for training, staffing and financing. Here are some common examples:

• Canadian Institute of Travel Counsellors: This is Canada's national association for travel agents. It monitors professional standards and training, and offers approved courses for travel agents. Certified Travel Counsellors are members who have passed CITC-administered exams and worked three years as full-time agents.
• International Air Transport Association: Travel agencies displaying IATA designation are authorized to sell tickets for IATA-member airlines.
• Air Transport Association of Canada: Affiliated agencies are authorized to sell domestic airline tickets.
• Alliance of Canadian Travel Associations: Members must follow a code of standards and ethics.

Affiliation with these groups does not guarantee that you won't have problems if the tour operator that your agent booked goes bankrupt. But it does give some measure of security.

Check Your Insurance Needs

While most holidays go smoothly, it makes sense to protect yourself should problems occur. Think about what would happen if you lost your luggage, became ill in another country, or your tour operator or airline went bankrupt.

Smart travellers protect themselves from financial loss by being insurance-wise.

Review Your Coverage

Before you buy travel insurance, check what coverage you already have.

• Your personal property insurance may cover lost or stolen luggage.
• Your car insurance may provide collision and liability coverage for rented automobiles.
• Your credit card may offer baggage, medical and other types of insurance.
• Your provincial or territorial health care plan gives some medical coverage while you are out of the province or territory. Once you travel outside Canada, you are responsible for any medical and hospital costs that exceed rates set by your province or territory.
• Be warned that in some countries, health services cost much more than they do here. You would be wise to buy additional medical coverage to pay for the difference. Also, you should contact your provincial or territorial health care plan when you plan to be away for three months or longer.
• Find out what various insurance companies offer. Many health and accident insurance policies do not cover medical problems you already have, such as a heart condition. Read the policies carefully.
• Check with provincial or territorial consumer protection officials to determine whether there is a consumer compensation plan in your jurisdiction in case your travel agent or other travel supplier defaults

Air Travel

Here are some things you should know to help eliminate unnecessary delays when going through airport security and to help you have a safe trip.

To view a complete list of useful tips related to air travel visit the Transport Canada website.

Before You Go...

• Know how early you should arrive at the airport. Check with your airline, because check-in times may vary by airline and destination.
• Find out how many pieces of luggage you are allowed to take with you. Checked and carry-on baggage limits vary by airline and destination.
• Pack your own bags; never let someone else do it.
• Pack prescription medication in its original labeled container.
• Make sure electronic devices such as cell phones, laptop computers and portable or electronic games are charged and ready to turn on for inspection, as you may be required to turn these devices on when going through airport security.

Air Travel Complaints

If you have unresolved issues with your air carrier, you can rest assured that there is a place you will be heard. The Canadian Transportation Agency (CTA) is available to deal with specific complaints about your travel experiences. As the economic regulator of the air transportation industry in Canada, it administers the Canada Transportation Act. It aims to ensure that Canadian and foreign airlines meet their obligations under the law.

The Canadian airline industry has seen major changes, and therefore the role of the CTA has become more important. That role includes handling consumer complaints, monitoring air fares and addressing violations of the Act in these and other areas.

• Quality of Service: If you have been unable to resolve an issue with your airline, you may bring your complaint to the Agency's attention. It will try to resolve complaints on issues such as quality of service either directly with you and the airline or in cooperation with other government bodies.
• Terms and Conditions of Carriage: Canadian and foreign air carriers must publish and make available the terms and conditions that apply to your flight and they must comply with them. For example, carriers must establish policies to address such concerns as lost baggage, involuntary denied boarding (bumping), and the transportation of persons with disabilities and minors. These terms and conditions must be reasonable and not unduly discriminatory. If you think such terms and conditions were not met or are unreasonable you can complain to the Agency.
• Air Fares and Cargo Rates: On routes within Canada served by only one carrier and its affiliates, the CTA investigates complaints and monitors airline prices to determine that fares and rates are reasonable, and that carriers are offering an adequate range of fares and rates to travellers and shippers.
• Accessible Transportation: The CTA resolves complaints and works to ensure that air carriers remove undue obstacles to the mobility of persons with disabilities.