Terms and conditions - Voyages Gendron

GENERAL TERMS AND CONDITIONS

These terms and conditions apply to all transactions carried out with Gendron Travel, including in particular reserving a travel package (group, all-inclusive or customized) with the agency, either by phone or online, taking out travel insurance or purchasing a gift certificate. Please read them carefully and contact us if you require more information.

Gendron Travel holds a Quebec Travel Agency licence. Any customer that has reserved a vacation with Gendron Travel is entitled to file a claim through The Compensation Fund for Customers of Travel Agents (CFCTA), according to the conditions set out by the Office de la protection du consommateur.

POSTED RATES

All of Gendron Travel’s rates, whether they are published on the Web site, in Gendron Travel’s brochures or through other means, are is Canadian dollars and include GST and QST.

The price and availability of the group travel packages posted on the Web site are updated regularly. The prices of customized and all-inclusive trips on the Gendron Web site and brochures are valid at the time of their publication and may change depending on supplier availability.

In accordance with the laws set out by the Office de la protection du consommateur, Gendron Travel may increase the price of a trip already sold to a customer in the event of a fuel surcharge by the carrier or an increase in the exchange rate. The price of the trip will only be affected if the exchange rate increases by more than 5% between the trip’s date of purchase and the 45^th day before departure. Once the price of the trip increases by at least 7% (before taxes), the customer can opt to cancel his trip and request a refund. The customer can also accept a replacement trip by paying any additional fees or receiving a refund for any excess fees collected. An increase in GST or QST could also lead to an increase in the rates posted on any and all media since taxes are included in the calculation of these particular rates. Price changes are not permitted within the 30 days prior to departure date.

Any reduction in the price of a trip resulting from a promotion or decision by Gendron Travel applies to new bookings only. Baggage fees are not included as part of our packages, unless otherwise specified.

Rates posted on the Web site are subject to change without notice.

METHODS OF PAYMENT
Several methods of payment are accepted to facilitate the purchase of services:

Cash
Check – Note that an administration fee will be charged for a check with no funds
E-transfer (maximum of $10,000)
Debit
Credit: Visa, Mastercard, Discover and American Express
Gendron Travel gift certificates or travel credits

CREDIT CARD PAYMENT
The credit card holder must be one of the passengers making the reservation. By allowing his credit card number to be used, the customer agrees to respect the reservation conditions. By providing the information appearing on his card, the card holder recognizes that he is responsible for covering the costs for all of the passengers included in his reservation file.

SECURITY DEPOSIT and FINAL PAYMENTS (Bookings made after June 5, 2020)
We recommend that you book your stay at least 45 days before the departure date. A security deposit of 10% of the total value of the trip (insurance not included) is required at the time of booking followed by final payment 45 days prior to departure date. For reservations made 44 days or LESS prior to departure, full payment must be made at the time of booking. Exceptions : The payment schedule may vary for certain hotels, airlines, car rental companies, as well as certain suppliers or group packages or promotions. If this is the case, the terms of payment will then be presented in your quote or on the details of the package in question on our website as well as on your invoice.

Coach bus
Final payment to be made 45 days before departure. For one-day trips, the total amount is due upon reservation.

Cruises
Final payment is due 130 days before departure.

Golf
For our accompanied groups and individual packages-exclusive offers, the final payment schedule varies from 70 to 90 days before departure depending on the provider. Please refer to the information on the website for the group with or individual package-exclusive offer in question or the date appearing on your invoice.

Stays and tours
Final payment is due 70 days before departure for all Gendron groups and individual packages.

Ski
Final payment 70 days before departure for all Gendronski groups and 90 days for all Club Med groups. For individual package tours, the final payment is due 45 days before departure.

Cycling
Final payment is due 70 days before accompanied departure and 45 days for individual departure. For trips including a boat or sailing home, the final payment is due 120 days before the departure.

Voyages Gendron reserves the right to cancel said reservation without notice, without recourse by the client and subject to cancellation fees if full payment has not been made within the prescribed time limit. For private groups, deposit and final payment conditions may vary according to the agreement between the parties.

When paying by cheque, no reservation is confirmed before the deposit is received. Please note that cheques will not be accepted for a reservation that departs within 30 days.

CANCELLATION POLICY (Bookings made after June 5, 2020)
The cancellation conditions of trips booked with Voyages Gendron, in certain cases, may reflect the cancellation conditions of our suppliers and partners. It is possible to ask your travel consultant for the cancellation conditions for each service of your reservation if applicable. In the event of cancellation before final payment has been made, the amount of the security deposit will be considered the cancellation fee. In the event of cancellation after final payment has been made, the cancellation fee will represent what the suppliers and partners charge to Voyages Gendron according to the contracts negotiated between them in addition to the amount corresponding to the security deposit. See the “SECURITY DEPOSIT and FINAL PAYMENTS” section above for the exact dates of the final payments.

Please note that the death of a passenger before departure is considered a cancellation. If other travellers on file still wish to travel, they must contact their travel advisor as soon as possible to inquire about cancellation conditions following a death. Fees may apply.

Please note that a cancellation at Voyages Gendron must be made by email to your travel consultant. In order to take advantage of the cancellation conditions of our suppliers, you must ensure that you have received a cancellation confirmation from your travel consultant within a reasonable period of time according to our business days in order for the cancellation to be valid.

SECURITY DEPOSIT and FINAL PAYMENTS (Bookings made before June 5, 2020)
A security deposit representing 25% of the total value of the trip (not including insurance) is required upon reservation, unless the reservation is made during the period when the final payment is due. Should the reservation be made within the final payment period, the total amount of the travel package is due. Without prejudice, the following are the final payment dates by department:

*For coach reservations, a deposit of 25% of the total value of the trip (plus insurance) is required at the time of booking.

Coach bus
Final payment to be made 45 days before departure. For one-day trips, the total amount is due upon reservation. Full payment is required for all stays of 1 day and under $300.

Cruises
Final payment is due 120 days before departure.

Golf
Final payment is due 60 days before departure for all Gendron groups. For customized trips, final payment is due 45 days before departure.

Stays and tours
Final payment is due 60 days before departure for all Gendron groups. For customized trips, final payment is due 45 days before departure

Ski
Final payment at 70 days of departure for all Gendron groups as well as all individual promotions on fixed dates. Final payment at 90 days for all Club Med groups. For individual package trips, final payment is due at 45 days from departure.

Cycling
Final payment is due 45 days before departure.

In all cases, travel consultants will provide their customers with a final payment reminder by email and phone a few days before the deadline. If a customer fails to make the final payment despite reminders from an agent, Gendron Travel reserves the right to cancel his reservation and shall retain the deposit made by said customer in addition to charging cancellation fees.

For private groups, conditions pertaining to deposits and final payments may vary depending on the agreement between the parties.

Some packages require a final payment several months before departure, please refer to your invoice for the final payment date.

In the event of payment by cheque, reservations are only confirmed once funds are deposited. Please note that cheques are not accepted for reservations with a departure date in the following 30 days.

CANCELLATION POLICY
The cancellation conditions for trips booked with Gendron Travel, in some cases, may reflect the cancellation conditions of our suppliers and partners. It is possible to ask your travel advisor for the cancellation conditions for each service of your reservation if applicable. In case of cancellation before paying the final payment, the deposit amount will be considered as the cancellation fee. In case of cancellation for an individual package after paying the final payment, the cancellation fee for individual packages will represent what suppliers and partners charge Gendron Travel according to the contracts negotiated between them in addition to the amount corresponding to the deposit. In case of cancellation for an accompanied group package after paying the final payment, the cancellation fee is 100% of the amount paid for the trip, the accompanied group package is 100% non-refundable after the final payment. See “SECURITY DEPOSIT and FINAL PAYMENTS” above for exact final payment dates.
Please note that a cancellation at Gendron Travel must be made by email to your travel advisor. In order to take advantage of the cancellation conditions of our suppliers, you must ensure that you have received a confirmation of cancellation from your advisor, and this within a reasonable time according to our working days for the cancellation to be valid.

RESERVATION MODIFICATION FEES
If changes are made after reservation (for example: room type, hotel, rental car type), administrative fees are applied in addition to any fees related to modifying or adding to reservations. Requested changes are subject to supplier availability.

For coach bus departures, a $25 fees will be applied.

$20 fees will be applied for changes made to reserved tee times for golf.

For other changes, please contact your travel consultant for information on applicable fees.

UNUSED SERVICES
Gendron Travel does not refund services that were reserved and unused by the customer. Such services may not be postponed until a later date. The same principle applies to airline tickets when customers do not show up or when they arrive at the departure gate after boarding.

TRAVEL INSURANCE
Taking the necessary precautions before leaving on your trip is a wise decision. Gendron Travel strongly recommends that customers take out travel insurance before their departure or, if applicable, check their personal insurance coverage. Cancellation, interruption and medical insurance can also be obtained directly through Gendron Travel.

MINORS
When travelling, minors must be accompanied by an adult in any room where they are staying. An airline ticket can be issued to a minor at the request of the individual having parental authority. A minor is defined as a person under 18 years of age.

PASSPORT
A Canadian passport is required whenever and wherever an individual travels outside of Canada. Although it is not required for flights outside of Canada, a passport constitutes an internationally recognized form of photo i.d. Certain countries require that passports be valid for a period of six months following the scheduled date of return to Canada. In all cases, Gendron Travel shall not be held liable for issues related to its customers’ passports. Customers are responsible for ensuring that their passports are valid for the duration of their stay and that they do not lose them.

TRAVEL DOCUMENTS
Customers must ensure that they obtain the necessary travel documents, passports, visas, etc. as well as any required vaccinations before travelling, and at their own expense. Also, please note that a parent travelling alone with a child under 18 may be required to present a sworn affidavit signed by the other parent authorizing the child to travel. Entry fees and departure taxes may be collected from authorities in certain countries. In accordance with the law, travel documents are sent to customers at least 7 days before departure. It is very important that customers verify the travel documents they receive from Gendron Travel to ensure that they correspond exactly to their reservations. In the event that a mistake has been made or for any other travel-related question, customers are invited to consult with their travel consultant. The http://voyage.gc.ca/ Web site is a practical tool for obtaining information.

Either the airline carrier or competent authorities can deny boarding to any customer that does not have the required travel documents, without any recourse or possibility of refund. Customers can also be refused entry into a country despite having the required travel documents. Regardless of the reason, Gendron Travel shall not be held liable if a customer is refused entry into a country, whether they are travelling on a coach bus, travelling on a personal trip or on a Gendron Travel group trip. Gendron Travel shall also not be held responsible for consequences suffered by its customers—for example: expenses incurred for returning home and loss of enjoyment during their trip.

Introduction of Mandatory ETIAS Permit for Travels to Europe

Starting mid-2024, every Canadian traveler planning to visit Europe will be required to possess an ETIAS permit. This is the European Travel Information and Authorization System, implemented by the European Union.

For more information about this permit, you can visit the official website at the following address: https://travel-europe.europa.eu/etias_en.

Please note that this permit costs 7 euros per person, and the process can take up to 30 days for approval.

It is also mandatory to have a passport that remains valid for at least 3 months after your departure date from Europe. Without this, entry at the European border will be denied.

GIFT CERTIFICATES and TRAVEL CREDITS

To use a gift certificate or travel credit, the customer must mention the serial number to the travel advisor when booking. No booking or discount will be applied if the travel advisor does not have the original gift certificate or travel credit on file. Gift certificates and travel credits are non-transferable and not available for cash.

Gift certificates are applicable to all Gendron Travel products and services. They have no time limit for use when they are purchased by a customer. The gift certificate given by Voyages Gendron may have a period of use.

Travel credits may have a time limit, all under the conditions set out on the travel credit. They can only be used on new bookings and are not combinable.

According to some suppliers, travel credits related to the Covid-19 pandemic can be extended until August 31, 2024. Please contact a travel advisor for the correct expiry dates for your Covid-19 travel credits.

GROUP TRAVEL CANCELLATION and GUIDES
Gendron Travel reserves the right to cancel a group trip if the minimum number of passengers is not reached. The number of passengers varies from one trip to another. For cruises, the minimum number is 8 cabins in double occupancy. When reserving, customers can always ask their travel consultant if the group is guaranteed or not. In the event of cancellation, customers will receive a full refund. Customers also have the opportunity to travel on their own, at the price in effect at that particular time.

In situations of force majeure, guides assigned to a given trip may change without notice in order to ensure the presence of a guide.

ACCOMMODATIONS and SPECIAL REQUESTS
Only hoteliers and their suppliers are responsible for allocating rooms based on the category reserved. The same principle applies to cruises. Unless confirmed with the travel consultant by the supplier, any special requests related to accommodations are not guaranteed by Gendron Travel.

POLICY REGARDING PAIRING
Gendron Travel gives customers who are travelling alone the opportunity to pair up with another customer travelling alone within the same group. Customers are therefore complete strangers in this case. The goal of pairing customers is to reduce travel costs by allowing them to stay in double occupancy rather than single occupancy. The deposit required for such trips is 50% of the overall cost. Gendron Travel shall not be held responsible for damages or prejudice caused to a passenger who accepts to be paired with another person—for example: dissatisfaction with his roommate, lost objects, cancellation by one of the two parties, etc. In the event of cancellation of trips in which customers are paired, the second passenger will be responsible for paying a surplus equal to the difference between the price per person in double occupancy and the price per person in single occupancy.

COACH BUS POLICY
Customers may select their seats when reserving a coach bus trip. For certain trips, a $10 fee applies per person, per day for those who wish to obtain a seat in the first 4 rows of the coach bus. Should additional coach buses be added for the same package, Gendron Travel reserves the right to change the seats selected in order to facilitate logistics at pickup points.

Customers are responsible for arriving at the correct pickup location at least 15 minutes before their scheduled coach bus boarding time. Gendron Travel shall not be held responsible for any harm or prejudice suffered by a customer who fails to show up on time or at the correct pickup location. Pickup times and locations are indicated on the travel package’s Web page and on the invoice. Pickup times and locations are indicated on the travel package’s Web page and on the invoice. Should there be a change in the pickup schedule or location, Gendron Travel will directly contact customers who have purchased the package to notify them. If the number of participants who have registered for a given trip is low, Gendron Travel reserves the right to use a 24, 21 or 15 passenger vehicle.

Note that the coach bus may occasionally be late due to traffic. Please remain at the pickup location until the coach bus arrives.

PERSONAL CONDITIONS and DIETARY RESTRICTIONS
Customers are responsible for informing their travel consultant of any condition that may affect them during the trip. As such, the agent may suggest a trip based on the customer’s condition or make the necessary arrangements where appropriate.

Dietary restrictions, intolerances and allergies are some of the issues that can affect a trip. Customers are responsible for informing their travel consultant in order to facilitate planning. Unless otherwise indicated by a travel consultant, Gendron Travel cannot guarantee that suppliers will be able to accommodate customers and cannot be held responsible for difficulties that may arise. As every trip and supplier is different, it is recommended that customers contact their travel consultant directly for more information.

Customers are responsible for keeping their EpiPens and/or medication within reach to ensure easy intervention.

CAR RENTAL
Customers are responsible for having the documents listed below before taking possession of a vehicle rented through Gendron Travel:

The prepaid voucher
Proof of insurance for the type of vehicle rented
A valid credit card in the driver’s name
A valid driver’s licence in the driver’s name*.

*Customers are responsible for checking with their travel consultant to see if they need an international driver’s licence as this may be required for certain destinations.

Customers must be at least 21 years of age in order to rent a car.

When purchasing a voucher, customers have the option of paying for the reservation in full in order to avoid having to pay at their destination. Once on site, customers are responsible for making sure that the rental agreement reflects the services they have requested, that no additional fees have been inadvertently added and that the vehicle they are taking possession of is indeed the one that was reserved, as indicated on the prepaid voucher. Gendron Travel is not responsible for any fees that are added at the rental counter. Customers are strongly advised to keep the gas receipt indicating they have filled the tank of the vehicle before returning it and to hold on to said receipt for at least a few weeks after returning home from their trip.

BAGGAGE and SPORTS EQUIPMENT
Gendron Travel shall not be held responsible for damage caused to baggage or sports equipment (ski equipment, bicycles, golf bags, paddleboard, hockey bags, etc.) during all types of transportation and handling by Gendron Travel or its suppliers. Gendron Travel cannot be held responsible for a breakdown or loss of baggage and sports equipment with a Gendron travel service or a supplier.

Bicycles transported in the Gendron Travel trailer designed for this purpose will be handled with care in accordance with a procedure aimed at preventing damage during transportation. For logistics purposes, accessories must be removed, and customers will have the option of covering their bicycles in order to protect them. Bicycles placed in boxes will also be accepted. Gendron Travel is not responsible for a breakdown when transporting luggage and sports equipment by coach and with or without a trailer.

AIR TRANSPORT
Flight schedules and stops/transfers along a given route are for information purposes only and are subject to change without notice. The same applies to the type of aircraft, days of operation and even the airline conducting the flight.

Gendron Travel recommends the following to its customers before any departure:

Ask the airline carrier or your travel consultant about baggage weight and size restrictions and whether or not fees are included in your package
Confirm flight schedule 24 hours before departure
Select your seats 24 hours before departure
Go to the check-in counter 3 hours before the scheduled departure time
Have all required documents including passport, visa and airline tickets

Customers are responsible for complying with these recommendations to ensure a smooth and successful departure. Gendron Travel agrees to make the reservations included in the package or requested by the customer and shall not be held responsible for harm or prejudice caused to a customer who does not fulfill the obligations outlined above.

Gendron Travel shall not be held responsible for direct or indirect damage resulting from schedule changes, cancelled flights, overbooked flights, missed connections, lost baggage or other.

Flights are conducted in accordance with the air carrier’s tariffs and the regulations of the Canadian Transportation Agency (CTA). In this respect, air carrier passengers will henceforth be protected by a new Canadian federal regulation—namely, the Air passenger protection regulation, the provisions of which entered into force on July 15, 2019 with remaining provisions slated to enter into force on December 15, 2019.

MONTREAL AIRPORT PARKING
Gendron Travel’s exclusive parking offers for the Montréal-Pierre Elliott Trudeau International Airport (YUL) are reserved for Gendron Travel customers. These offers are not available to the public. Parking vouchers can only be issued from Monday to Friday. These must be issued before departure.

Voyages Gendron assumes no responsibility for damage to vehicles or theft of any kind in the free and paid parking lots offered during a stay.

ALCOHOL, DRUGS and CANNABIS
Possession of drugs, even those considered legal in Canada—cannabis, for example—,is prohibited during coach bus trips with Gendron Travel. Possession of cannabis or other substances could result in expulsion without possibility of a refund.

If you have a medical prescription for cannabis, you are entitled to transport this substance upon presentation of said prescription. You may not, however, consume the substance aboard the coach bus. Moreover, laws and regulations pertaining to the possession and consumption of cannabis shall be enforced at destination, and customers are responsible for being aware of these laws and regulations. Gendron Travel shall not be held responsible for consequences to customers who choose to transport cannabis, medical or otherwise, to their destinations.

Gendron Travel reserves the right to refuse access to customers who are intoxicated as a result of consuming a substance such as drugs or alcohol, or who are objectively deemed to be unfit to travel. The comfort and safety of passengers on board is a priority for Gendron Travel.

PERSONAL DATA and INFORMATION
Protecting the identity and personal information of customers is a priority for Gendron Travel. We therefore only ask for personal information that is required to ensure the proper functioning of operations and communications. We do not sell our databases or share any personal information without your consent. We also use security systems on all of our computer systems in order to keep personal information safe.

Customers are advised to contact their travel specialist or the reception in order to inform Gendron Travel of changes to the home address, phone number or email address they have on file.

WEB SITE
All of the pictures and images included on Gendron Travel’s Web site are provided for illustrative purposes only. Gendron Travel is not responsible for the different images and pictures provided by its suppliers.

Under penalty of prosecution, Gendron Travel prohibits the use of its Web site for illegal or fraudulent purposes. It is understood that any misuse of the travel reservation resources on the transactional site could result in access to the site being restricted.

LAWS and REGULATIONS
The present terms and conditions and the legal relationship between Gendron Travel and its customers are governed by the laws of the Province of Quebec. Customers accept and recognize that the courts of the Province of Quebec, District of Beauharnois, have exclusive jurisdiction concerning any litigation involving Gendron Travel.

CLAIMS and COMMENTS
Gendron Travel may act as an intermediary between its suppliers and customers in the event of a claim. Comments and claims targeting Gendron Travel or one of its suppliers must be sent in writing to the travel consultant who made your reservation or to the following email address: [email protected]. We invite customers to send such claims and comments shortly after returning from their trip in order to ensure that it is followed-up on as soon as possible.

NOTICE TO CUSTOMERS
All travel agencies, including Gendron Travel, are obligated to provide the services described in their packages. Gendron Travel must also provide all additional services that were requested by their customers and confirmed by the latter’s travel consultants. If these services cannot be offered, Gendron Travel will offer comparable services or provide a refund.

Although Voyages Gendron carefully chooses its suppliers, no one is safe from a problem while travelling.

Whether it is the loss of luggage, an accident, weather conditions, flight cancellation, extraordinary traffic on certain sites, airport closure, illness contracted while travelling, political instability or a state of emergency, Voyages Gendron cannot be held responsible for events beyond its control or force majeure and related damages.

Voyages Gendron cannot be held responsible for rain, drought, cold, heat, wind, lack or excess of snow or bad weather during the trips it organizes.

Damages may include loss of time, loss of enjoyment, inconvenience, frustration, additional expenses, loss of salary and quarantine.

Under no circumstances will Voyages Gendron make reimbursements for a situation of force majeure or events beyond its control. However, travel credits valid for a period of up to a maximum of 24 months may be offered as compensation in certain cases.

For more information, we invite you to contact your travel consultant or the agency reception desk. It will be our pleasure to assist you at your destination or guide you through the claims process, whether it be for a Gendron travel credit, a letter for your insurer or a claim with the FICAV and the various suppliers, if applicable.

Gendron Travel reserves the right to modify its general terms and conditions as well as its online sales conditions at any time.

MEASURES IN CASE OF FORCE MAJEURE AND PANDEMIC

Important information about COVID-19

Please note that COVID-19 prevention measures may be subject to change at any time without notice. Proof of vaccination may be required to access services (hotels, restaurants, transportation companies, tours, etc.). It is your responsibility to find out about the rules and guidelines applicable to your destination. Gendron Travel cannot be held responsible if you do not meet the requirements in place at the time of your stay. Gendron Travel is not responsible for any additional costs incurred. Costs related to entry and exit requirements of a country or province will have to be covered by the client, including COVID-19 testing.

Before purchasing a trip:

You recognize the risks associated with major force cases such as a pandemic. Due to the spread of infectious or contagious diseases. It is important for the customer to take the necessary precautions applicable to any risk to his health and that of others. It is mandatory to follow the sanitary measures of countries, states, provinces, regions or cities. Each service provider also has their own health measures to follow which you must adhere to.

In the case of a new or existing government regulation at the time of your trip (quarantine, mandatory hotel upon return, mandatory Covid-19 test before and after departure, Covid-19 test at destination, measure of the destination/locations visited such as two doses of a vaccine required upon arrival for Covid-19, etc.), the agency cannot be held responsible nor be forced to offer compensation, even if your travel plans are compromised.

It is your sole responsibility to know the entry and exit requirements of the destinations visited or in transit and your sole responsibility to obtain the necessary travel documents / vaccination passport if it becomes a requirement between your reservation date and travel dates for entry and exit of the destination concerned.

The context in which the services will be delivered (air transport, hotels, restaurants, activities, cruise lines and excursionists) as well as the procedures that travelers will be required to follow (masks, vaccinations, health checks, etc.) are not known at this time and could change over the coming weeks and months.

There is currently a 14-day mandatory lockdown upon arrival in many destinations and upon return to Canada. Please refer to travel.gc.ca or the government website of your travel destination.

Some travel insurances offer coverage for COVID-19 and conditions of insurability and coverage are subject to change without notice. They apply to Canadians travelling within Canada and abroad, including countries subject to a Level 3 Travel Advisory.

During this ever-changing period, there may be changes in flight schedules and/or itineraries and/or changes in aircraft type and/or cancellation of one or more flight segments. Any additional charges, due to changes, must be paid by the customer.

ArriveCAN is the way to submit your travel information that is required for entry into Canada as of November 21, 2020. All travelers, whether arriving by air, land or sea, must provide certain information after entering Canada. You must use the ArriveCAN mobile app or call 1-833-641-0343.

You may be denied boarding by decision of the carrier or authorities involved, either arbitrarily, as a result of a temperature reading, missing documentation or missing authorization, without recourse to the agency, suppliers or authorities involved. The land portion is non-refundable, unless otherwise advised by the suppliers.

The various service providers and airlines each have cancellation and flexibility policies that may vary, so you must consult them to ensure that they are appropriate for you. Please note that these policies are subject to change without notice.

In the event of a supplier’s failure or inability to perform its obligations, the Travel Agents’ Customer Compensation Fund may decline to compensate the customer and the Agency has no control or influence over these authorities.

It is important to be aware that once at your destination, there may be restrictions and/or deviations from what was previously announced (closed pool, services not offered, mandatory mask on the site, etc.).

You have been advised that since Covid-19 is a known situation, most insurers do not cover cancellation/interruption and that you will be fully responsible for expenses incurred for a hasty or delayed return due to the coronavirus.

In the case of new government regulations (quarantine, mandatory Covid-19 testing, etc.), the agency cannot be held responsible or be forced to offer compensation, even if your travel plans are compromised.

A new crisis can occur at any time: flight cancellations, new government regulations, disruption of plans, delays, date changes, border closures.

Before leaving on a trip:

Do not travel if you:

Have symptoms of COVID-19, even if mild;
Are in quarantine or isolation;
Have been diagnosed with COVID-19;
Are waiting for the results of a laboratory test for COVID-19;
Have been in close contact with someone who has COVID-19 or is suspected of having COVID-19.

In the absence of illness, if you must travel:

Plan where you will perform a molecular test for COVID-19 in your destination country before returning to Canada.
Pre-book a three (3) night stay in government-approved accommodation before returning to Canada.
Verify that you can meet the entry requirements of your destination country

Find the contact information for the Canadian embassy or consulate closest to your destination and keep this information with you in case of an unexpected general lockdown or overflow of local health services.

Check with your travel insurance company and make sure you are covered for COVID-19 medical expenses, other non-COVID-19 emergency expenses, and travel interruptions.

Make sure you meet the requirements to fly in Canada.

Anticipate any delays related to your return, including any financial implications and administrative steps you may need to take (e.g., rebooking your flight).

Air travellers are required to undergo a health check prior to boarding. If the air operator becomes aware that a passenger is exhibiting symptoms of COVID-19, the operator will be required to deny boarding for a period of 14 days or until the passenger submits a medical certificate confirming that the symptoms are not related to COVID-19.

Measures requiring all air passengers to properly wear a properly designed and fitted non-medical mask that covers the mouth, nose and chin during travel are in place. Some airlines may also require a temperature check before boarding.

If you are not wearing a properly designed and fitted non-medical mask that covers your nose and mouth, you will not be allowed to enter the restricted area of the airport and continue your trip. Air travelers will be asked to wear a properly designed and fitted non-medical mask that covers the nose and mouth:

At security checkpoints;
At the boarding gate;
During the flight;
When requested by an air carrier employee, a Canadian Air Transport Security Authority officer or a Government of Canada screening or quarantine officer.

Visit the Travel Reports and Warnings page and select your destination. Information on entry and exit requirements can be found under the Entry and Exit Requirement tab at travel.gc.ca https://travel.gc.ca/travelling/health-safety/travel-health-notices/221?_ga=2.44304162.74833721.1620739228-1038778826.1620651503

During your trip:

Use multiple personal preventive practices at once (i.e., a layered approach) to protect yourself and others from COVID-19. With the increased circulation of certain variants of concern that can spread more easily, it is even more important that you strictly follow the recommended personal preventive measures:

Stay informed about the COVID-19 situation in your area, make arrangements and follow local public health advice.

Isolate yourself for 14 days if you have any symptoms of COVID-19, even if they are mild. If you think you have COVID-19, follow the local public health advice about getting care.

Know where to get medical care, including testing for COVID-19.

You MUST: Wear, appropriately, a mask, which covers the nose and mouth, non-medical properly designed and fitted when recommended, including:

When you are in a common space (indoor or outdoor) with people outside your immediate household;
When recommended by local public health.

Minimize non-essential interactions with people outside your immediate household or close travel group. If you must interact with people you do not live with, make sure to:

Limit the number of interactions as much as possible and keep them as brief as possible;
Maintain as much physical distance as possible.

Avoid enclosed spaces (with poor ventilation) and crowded places when you are around people who are not in your immediate household.

Avoid common greetings, such as handshakes.

Limit contact with people who may have a more severe form of the disease or complications if they contract COVID-19, such as the elderly and those with underlying health problems or weakened immune systems.

Wash your hands often with warm running water and soap for at least 20 seconds.

Use an alcohol-based hand sanitizer (containing at least 60% alcohol) only when soap and water are not available. It is strongly recommended that you carry some with you when you travel.

Follow respiratory etiquette: cover your mouth and nose with your arm to reduce the spread of germs.

If you use a tissue, throw it away as soon as possible and wash your hands afterwards.

Avoid touching your eyes, nose or mouth if you have not washed your hands.

Clean and disinfect frequently touched surfaces and objects.

When you return from your trip:

Do not travel if you:

Become ill with symptoms consistent with COVID-19, even if mild, before your planned return to Canada;
Have been diagnosed with COVID-19 within the last 14 days;
Are waiting to receive the results of a laboratory test for COVID-19;
Have been in close contact with a person who has or is suspected of having COVID-19.

Air travelers are required to undergo a health screening prior to boarding. If the air operator becomes aware that a passenger has symptoms of COVID-19, the operator will have to deny boarding for a period of 14 days or until the passenger submits a medical certificate confirming that the symptoms are not related to COVID-19.

If the final destination is Canada, all travelers, including Canadians, must use ArriveCAN prior to boarding their flight to submit their :

Travel and contact information
Quarantine plan (unless exempt from quarantine)
Self-assessment of COVID-19 symptoms

Measures requiring all air passengers to appropriately wear a properly designed and fitted non-medical mask that covers the mouth, nose and chin during travel are in place. Some airlines may also require a temperature check before boarding.

At security checkpoints;
At the boarding gate;
During the flight;
When requested by an air carrier employee, a Canadian Air Transport Security Authority officer or a Government of Canada screening or quarantine officer.

If you feel ill or experience symptoms of COVID-19 during your flight to Canada or upon arrival, inform the flight attendant or a Canadian government screening or quarantine officer immediately.

If you do not have symptoms, but believe you have been exposed to a person with COVID-19, please report it to a Canadian government screening or quarantine officer upon arrival in Canada. This is required by the Quarantine Act. The Government of Canada Quarantine Officer will provide you with instructions to follow.

The Government of Canada has put in place an Emergency Order under the Quarantine Act that applies to all travellers entering Canada. The purpose of the Order is to prevent the introduction of cases and to slow the spread of COVID-19 in Canada.

Compliance with the Order is subject to audit and enforcement action. Failure to comply may result in detention in a quarantine facility, fines and/or imprisonment.

Submit to a molecular test for COVID-19 upon arrival (first day) in Canada and later during your quarantine period, as directed by a quarantine officer (unless you have evidence of a positive COVID-19 test taken 14 to 90 days prior to arrival).

Check in at the government-approved accommodation where you have made a reservation:

Stay there until you receive the result of the test you took upon arrival.
If the test result is negative, you may leave the government-authorized accommodation and proceed to your quarantine location, if deemed appropriate.
If the test result is positive, invalid or undetermined, wait for instructions from a quarantine officer.

For more information on mandatory quarantine or isolation for travellers, visit the following web pages on the Travel.qc.ca website

For travellers without symptoms of COVID-19 returning to Canada by air
For travellers without symptoms of COVID-19 returning to Canada by land
For travellers with symptoms of VIDCO-19 returning to Canada by air
For travellers with symptoms of COVID-19 returning to Canada by land

As the continued movement of goods and people around the world and the continued provision of essential services are important to Canada’s ability to deal with COVID-19, there are certain exemptions to the quarantine requirement for certain categories of travellers who are performing an essential work or function.

If you do not have any symptoms of COVID-19 and you are in one of the exempted categories of persons as indicated in the Isolation Order, you are still required to comply with the intent of the Order and any provincial or local requirements.

Some provinces and territories have additional travel restrictions.

Stay informed by visiting: https://travel.gc.ca/travelling/advisories?_ga=2.12322738.74833721.1620739228-1038778826.1620651503

Last modification: February 8, 2024

Note: The masculine gender is used throughout the text solely to ensure ease of reading and therefore applies to both men and women.