Cuba travel bookings – consumer protection explained

Travel services in Cuba are currently experiencing ongoing disruptions. If you have booked travel to Cuba, here is what you need to know about your rights, if you purchased through a TICO-registered travel agency, booking website or tour operator.

If you booked a travel package

If you purchased a travel package through a TICO-registered business, Ontario law protects you if part of the package can’t be provided by a supplier. For example, if your flight to Cuba is unavailable or the hotel cannot accommodate you.

In this situation, you must be offered your choice of the following:

• A full refund;
• Comparable alternate travel services that you agree to; or
• A voucher or credit for future travel that you agree to.

If you choose a full refund, it must be issued within a reasonable amount of time.

Accommodations

Travel agencies and tour operators may be responsible to take reasonable steps to ensure your accommodations are in the same condition as when you booked. If they’re not, you must be notified promptly and offered:

• A full and immediate refund; or
• Alternate accommodations that you agree to.

When accommodations are part of a package

If your accommodations are part of a travel package that included transportation, any refund or alternative service must apply to the entire package.

If your accommodations were booked on their own, the refund or alternative applies to the accommodation portion only.

Information you should receive before booking

Before you reserve a trip, your travel agency must inform you of any known conditions in Cuba that could reasonably influence your decision to travel.

Staying informed after you book

Even after you’ve booked, if something important changes that may have influenced your decision to book that travel, you must be informed.

What if travel providers are still operating?

If airlines, hotels, or other providers continue to offer their services, your booking’s terms and conditions still apply. This may include change fees or cancellation penalties.

While some suppliers may offer flexible policies or goodwill gestures, these are voluntary.

For more information

• If you’re unsure how this applies to your trip, please reach out to your travel agency or tour operator. Be sure to check your airline or tour operator’s website for the latest service updates.
  
• For information on compensation or rules for flight delays and cancellations, review the Canadian Transportation Agency’s Air Passenger Protection Regulations.
  
• Questions? Contact TICO at tico@tico.ca or 1‑888‑451‑TICO (8426).

Book with a TICO Registered Travel Agency

To verify if a travel agency or website is TICO registered, check  our online directory.  

Take the  TICO Traveller Quiz to see what type of traveller you are.  

Sign up to receive quarterly travel consumer protection email updates. 

For more travel tips and information, visit the Smart Traveller Guide.  

All travel agencies and websites located and operating in Ontario are regulated by TICO. Registered travel agencies and websites provide additional consumer protection for your travel investment that may not be available when booking with travel agencies and websites based in other countries or provinces. For more information about how TICO helps, click here.  

Any questions can be directed to tico@tico.ca or 1-888-451-TICO (8426).