As the possibility of a labour disruption at WestJet continues, the Travel Industry Council of Ontario (TICO) is reminding consumers of their rights if they have booked travel with WestJet Vacations or Sunwing Vacations, either directly or through a TICO-registered travel agency or website.
Ahead of any potential flight cancellations, WestJet Vacations and Sunwing Vacations have introduced a goodwill policy allowing travellers with upcoming departures to change their booking or receive a future travel voucher. Consumers are encouraged to consult the tour operators' websites for details.
RELATED: WestJet Issues Lockout Notice Following Cabin Crew Strike Notice
If a labour disruption leads to flight cancellations affecting vacation packages, Ontario consumer protection laws require TICO-registered travel agencies and tour operators to offer customers one of three options when they cannot provide the contracted travel services because a supplier has failed to deliver them:
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A refund;
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Comparable alternative travel services acceptable to the customer; or
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A voucher or similar document acceptable to the customer for future travel.
If a traveller chooses a refund for a travel package purchased from or provided by WestJet Vacations or Sunwing Vacations, Ontario law requires that the refund be issued within a reasonable timeframe.
“Travel disruptions can be stressful for travellers and the travel advisors guiding them,” said TICO CEO Richard Smart. “When part of a travel package can't be delivered, Ontario law provides protections that can give consumers added flexibility and peace of mind.”
For travellers with air-only bookings, TICO said compensation and passenger rights are governed by the Canadian Transportation Agency's Air Passenger Protection Regulations. Travellers and travel advisors should refer to those regulations, as well as WestJet's policies, for information on cancellations and delays.
The advisory comes as WestJet and the union representing its cabin crew continue negotiations, with both strike and lockout notices having been issued, although neither automatically results in a work stoppage.
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