Tour operators can change your flights
My girlfriend and I booked a package to Cayo Coco, Cuba to depart in a few weeks. We like travelling to the Caribbean this time of year because the resort is less crowded. When I booked my trip I had non-stop flights to Cayo Coco. I have just received an email advising that both of my flights have been changed and are now going to stop in Varadero, Cuba before landing in Cayo Coco, adding two hours to my travel time each way.
Can the tour operator do that? Why does it happen?
Unfortunately, for various reasons flight schedules can change after a booking is made. The travel services purchased are subject to the tour operator’s Terms and Conditions, which usually state that all flight times, routing, airlines and type of aircraft can be subject to change.
There is consumer protection legislation in Ontario governing travel agencies and tour operators. It addresses schedule changes, however, the provision only applies when the transportation has been delayed or advanced by 24 hours or more.
If the flight change was 24 hours or more, the tour operator would have been required to offer the choice of comparable alternate travel services or a refund. Since that is not the case here, you are subject to the Terms and Conditions of the booking.
Most likely, the reason why your flight has been changed to include a stop in Varadero is due to the time of year you are travelling.
This time of year is considered shoulder season or low season (May to October) for sun destinations and flights and resorts operate at lower capacities. Destinations in the Ca- ribbean experience their high season during the winter (November to April) when everyone wants to get away from the cold weather and have a sun-filled beach vacation. During this time, the flights and the resorts are operating at full or near full capacity.
Each year tour operators plan their hotel and flight packages and corresponding flight schedules for the upcoming travel seasons based on their estimation of what their load factors will be. It is difficult to estimate how many flights will be needed during the transition between seasons. Tour operators, as with any business, need to ensure they are operating and using their resources in a cost effective manner.
When tour operators experience a decline in bookings during transitional periods, it can result in the consolidation of flights.
For example, instead of two separate flights operating with the aircraft half full, the tour operator may elect to consolidate the two flights into one flight that will operate at full or near full capacity.
These types of changes can result in travel times being extended. Lower capacities can also result in flights being cancelled altogether. The consolidation of flights usually applies to charter flights, as opposed to scheduled flights.
Fortunately, you were advised in advance of your departure to avoid any surprises when you arrived at the airport to check-in.
It is always advisable to reconfirm your flight approximately 24 hours before departure to be sure you are aware of any change to your flight times. 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 travel questions to travel@thestar.ca. Not all questions can be answered.