ACTA Arms Members With Document Clarifying Their Middle Person Role

Anna Kroupina, Open Jaw

In response to the challenges advisors face in clarifying their role as an intermediary to clients, ACTA has released a document explaining their relationship as an agent representing the supplier, specifically when discussing Future Travel Vouchers (FTV) and travel refunds.

"This document was prepared to explain your role as an agent of the travel supplier – and how travel agents can only process what the travel supplier is offering, whether if is an FTV or a refund," ACTA said in a statement.

ACTA says it has heard from members across Canada about the difficulties they are having as the “middle person” between suppliers and consumers when FTVs are offered in place of a refund, as well as dealing with lengthy delays by suppliers in some cases.

The association says consumers often pressure agents to speed up supplier responses, or insist on refunds, not understanding that the advisor is actually an agent of the supplier in most supplier relationships.

"To assist travel agents, we have included references to the acknowledgement by the federal government that FTVs are acceptable due to the COVID-19 emergency, as well as similar endorsements of this practice by Ontario and Quebec regulators," ACTA says.

The document also addresses suggested communications about the delays in some suppliers processing refunds or FTVs, as well as guidance on explaining cancellation fees where applicable – and recommendations on the practice by some travel agents of adding service fees to process these cancellations.

ACTA members can find the document here.  

Anna Kroupina

Anna Kroupina Journalist

Anna is OJ's newest member and she joins the team as a writer/reporter. She co-writes the daily news and covers events. Although she's new to the industry, pursuing a career path in travel/tourism has been a goal since her first family road trip to the Florida Keys sparked a desire to discover the world and this exhilarating, fast-paced industry.


Justin - May 24, 2020 @ 05:57
As an agent I believe in the truth. Truth is Canadian airlines have developed a global reputation for being criminal thefts. Air Canada, has 6 billion in the bank. They owe two billion in refunds. They have Layed off half their workforce, and the government is paying the salaries for the rest. They are not paying fuel costs, departure tax, employee expenses on cancelled flights. The law states a refund is in order, but airlines hide behind bull policies. I advise my clients of their actual rights. P.S. Three days ago I bought a car and paid cash. When I went to pick It up today they apologized for not having any but gave me an expirable voucher instead. Sound familiar?

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