Message from the CEO
As we start off another year, I can’t help but feel a sense of optimism for the months ahead. Consumers continue to travel in ever-increasing numbers; the travel experience has stabilized and many of the pandemic-era operational issues have been resolved; and mother nature has mostly been kind throughout the early winter travel season. We’re off to a great start! The consumer travel experience has rebounded Between the pandemic and the 2022 tumultuous holiday travel season, TICO received an unprecedented number of consumer complaints. I’m pleased that over the past year, the number of complaints has stabilized, reflecting a smoother overall travel experience. TICO’s latest consumer survey data also shows increasingly positive sentiments towards the travel industry and the value of travel agents.
Funding framework and fee review Thank you to everyone who participated in our consultation this fall. Following the consultation period, TICO shared all of the feedback we heard with our Board of Directors and the Ministry of Public and Business Service Delivery. A summary of the feedback can be found on page 3. We are committed to keeping you all informed as we proceed with a smooth transition to the new funding model in the months ahead. You can learn more about timelines and next steps on page 4.
Auditor General report In early December 2023, TICO received recommendations from the Office of the Auditor General of Ontario on ways we can enhance our operations. We are actively assessing the recommendations and will issue a public action plan later this spring, along with periodic progress reports.
Get involved with TICO We recently launched the recruitment process for our newly formed Industry Advisory Council (IAC) and Consumer Advisory Council (CAC). The purpose of these councils is to bring diverse perspectives to the Board of Directors. For more information about the IAC and CAC and the recruitment process, please see page 7.
The year ahead I encourage you to revisit the shareable consumer protection materials available through TICO’s Registrant Toolkit. More information can be found on page 6. Strong consumer protection is good for business and for customer loyalty – something we hear repeatedly in our consumer surveys.
I would like to wish everyone well for the busy spring break travel period ahead.
Richard Smart, CEO