Case study: Navigating compliance when accepting bookings via text message or social media
The Situation
Shivani was looking to book airline tickets to visit her family abroad. A friend recommended Mary, a travel advisor working at the London Travel Company, a TICO registered travel agency. Shivani got in touch with Mary, and the two used text message to chat about the details for Shivani’s itinerary.
What’s The Issue?
Unfortunately, Shivani made a typo when texting her full name over to Mary, who then included the typo in the airline booking. Mary took a photo on her phone of the booking to text to Shivani as confirmation, but the image was small and blurry, and it was difficult to read the details. Shivani didn’t see the typo until it was too late.
The Outcome
By the time Mary emailed the invoice and full itinerary to Shivani, there were penalties involved with changing the airline ticket. While the issue originated in Shivani’s text, Mary’s process lacked checks and balances in completing the booking and sharing the invoice in a timely manner. Ultimately, Shivani and Mary agreed to split the difference to have the ticket corrected.
Tips For Travel Advisors and Agency Owners
TICO is receiving a growing number of consumer complaints around travel bookings that are conducted through text message, where critical information isn’t shared. This includes complaints where the terms and conditions of the booking haven’t been disclosed, insurance information isn’t provided, and more.
As we increasingly work in a digital environment and communicate through text message and social media, it’s important to ensure all checks and balances are still conducted. This includes making all the proper disclosures at the time of booking.
What Travel Agents are Required to Disclose
Whether a booking is conducted in person, over the phone, through email, on social media or over text message, the same disclosure rules apply.
- Travel conditions that may affect a consumer’s decision to purchase (e.g., major construction at resort).
- The total price, including any service or consulting fees.
- Details around cancellation or change fees, non-refundable amounts.
- Availability of trip cancellation insurance and out-of-province medical insurance, if applicable.
- Travel documents necessary for the destination, based on each traveler's passport.
For a full list of disclosures, please click here.
For More Information
TICO offers checklists to help travel agencies meet their disclosure requirements.
Click here for additional disclosure resources.