YOUR QUESTIONS
When planning a trip as a group, beware of cancellation penalties if one person is booking on behalf of everyone,
My fiancé and I were part of a group of eight friends who recently decided to travel to Las Vegas together in October.
After we all agreed on the dates, the hotel and the cost, we gave our cheque payment to one member of our group, who made the booking with a travel agency on everyone’s behalf.
Unfortunately, we had to cancel our trip and we didn’t purchase insurance.
When I called the travel agency to cancel I was told there would be a 50-per-cent cancellation penalty.
I don’t remember being advised about the cancellation penalties and only noticed it on our invoice when we called the travel agency to cancel. We cannot afford to lose 50 per cent of our money. Is there anything we can do to get all our money back?
It appears that because one person was designated the group leader to make the travel arrangements on everyone’s behalf, your friend who made the booking most likely received the information verbally from the travel agent at the time they made the booking.
The travel industry in Ontario is regulated and there are consumer protection provisions that all travel agents must adhere to when making a booking.
This includes certain disclosures that must be made to a customer before accepting payment for a booking.
Although one member of your group made the booking on everyone’s behalf, technically you should have been advised of the requirements or limitations relating to the cancellation of the travel services, including, the range of penalties or other costs associated with cancelling.
Unexpected situations can cause you to cancel your vacation, which is why travel insurance is always recommended. Cancellation charges can amount to as much as 100 per cent of the purchase price
A travel agent is also required to advise customers of the availability of trip cancellation and out-of-province health insurance and about the travel documents, such as passports and visas, that will be needed for each person for whom travel services are being purchased.
All the information should have been reflected on the invoice that was issued to you by the travel agent after receiving your payment for the travel services.
These requirements apply whether you book in person, over the telephone or online.
Although you don’t recall being advised verbally, you indicated that you did receive an invoice with the terms and conditions regarding cancellation, therefore, it appears the travel agency did follow through to provide you with the information required to be disclosed.
Unfortunately, you are subject to the terms and conditions of your booking.
While nobody expects to cancel their vacation plans, unexpected situations can occur, and cancellation charges levied by airlines, hotels or tour operators can amount to as much as 100 per cent of the purchase price.
This is why travel insurance is always recommended.
In this situation, I can only recommend that in the future, if you are travelling with a group, ensure that you are involved with the booking process or speak to the travel agent regarding the travel services prior to booking to ensure that you are aware of every aspect of your travel purchase.
Dorian Werda is vice-president, operations for the Travel Industry Council of Ontario (TICO), a non-profit corporation that regulates 2,500 travel retailers and wholesalers registered in Ontario. Send your questions to travel@thestar.ca. Not all questions can be answered.