Case study: traveller denied boarding due to travel advisor not disclosing documentation requirements
The situation:
Four lifelong friends were thrilled about their upcoming European vacation to celebrate a milestone birthday. The trip was meticulously planned by Mary, a travel advisor at the London Travel Company.
On the day of departure, the four friends arrived at the airport, ready to begin their journey. To their disbelief, airline staff informed them that one of them could not board the flight. The reason? This individual was travelling on a Philippine passport, which requires a visa to enter the destination country.
Mary had failed to inform each traveller in the group of the documentation needed for their trip, based on the nationality of their passport.
The outcome:
Three of the friends continued on the trip, disappointed to have left their friend behind. The affected friend filed a complaint with TICO. TICO’s complaints team facilitated the flow of information between the consumer and the owner of the London Travel Company. While there was no way to recreate the missed trip, the travel agency and the consumer agreed on a mutually acceptable resolution.
During the complaint review process, TICO’s complaints officer saw that appropriate disclosures were not included on the invoice. This resulted in a compliance review being initiated for the London Travel Company, which is separate from the complaint resolution process.
Tips for travel advisors and agency owners:
This unfortunate incident underscores the essential role of travel advisors in ensuring that clients are fully informed of all necessary travel requirements. Travel agencies are legally required to provide clients with accurate information regarding all aspects of their travel arrangements, including mandatory documentation for each traveller.
TICO has seen an uptick in the number of complaints related to incomplete disclosures and invoices, which result in consumer harm.
Key areas of responsibility include:
- Entry requirements: Prior to accepting payment, advisors must inform clients about passport validity rules, visa requirements, and other entry conditions specific to the destination country and the nationality of passport each traveller holds. In the case of online bookings, clients must still be made aware of this information prior to completing the booking, such as through a link. Once the booking is made, this information must be included on the invoice.
- Importance of written disclosure: It is not enough to discuss these requirements verbally; they must be documented in writing on the invoice, which is to be issued within 24-48 hours of the booking being made. This not only serves as a clear reference for the client but also as a protective measure for the agency.
- Accurate and detailed invoices: The invoice should serve as a comprehensive record of all services purchased, including documentation and entry requirements. In this scenario, the invoice lacked any mention of entry requirements.
A full list of invoice requirements can be found in TICO’s disclosure and invoicing guidelines.
TICO resources:
To assist travel advisors and travel agencies in ensuring compliance with legal requirements, TICO offers a variety of checklists and sample documents:
For a full list of resources and guidelines, including advertising, trust accounting, social media and more, please visit TICO’s website.
Conclusion:
This case study highlights the importance of proper disclosure and invoicing in the travel booking process. By adhering to the requirements, travel advisors and agencies can avoid costly mistakes and ensure their clients enjoy a seamless travel experience.