Page last updated: June 21, 2022
Due to a confidentiality commitment with the Office de la protection du consommateur, PricewaterhouseCoopers Inc. is not authorized to comment publicly on the subject of the claims submitted to the CFCTA in the context of the pandemic. Any questions should be addressed directly to the Office.
On March 16, 2020, the president of the OPC appointed the firm PwC as administrator for claims submitted to the CFCTA in connection with the COVID-19 pandemic.
Customers who purchased tourism services (transportation, accommodations, cruises, excursions, etc.) from a travel agent who holds a license from Québec are covered by the Fund’s protection.
In accordance with the conditions set forth by the Travel Agents Act and its attendant regulation, the Fund may be used:
Since the fall of 2021, PwC has been sending claimants a form allowing them to update their claim. You should have received it by email or by regular mail. If you have filed a claim in the last few months, you will also receive this same form in the coming weeks, if not already done. If necessary, the form can be requested from PwC. Contact details are listed below.
You must complete this form and provide the required documents to determine your eligibility for reimbursement from CFCTA. This update aims, for example, to inform PwC if you have obtained reimbursement or compensation for certain sums from third parties.
PwC processes completed update forms (and, if applicable, supporting documentation) as they are received. Reimbursements and compensation from CFCTA will then be paid to you as soon as possible, if you are eligible.
People who have not yet completed the update form will be contacted by phone by the end of June 2022. Claimants who filed a claim before October 2021 are covered by this telephone follow-up for the time being.
If you have otherwise obtained reimbursement or compensation for all amounts claimed to the CFCTA, if you have used one or more travel credits whose total value is equal to the value of your claim or if you decide to cancel your claim to the CFCTA, you must notify PwC immediately by one of the following ways:
Make sure to indicate your claim file number. A confirmation of cancellation of your file will then be sent to you to the email address mentioned in your file.
If you have obtained reimbursement or compensation for parts of the amount claimed to the CFCTA or if you have used one or more travel credits whose total value corresponds to a part value of your claim, you must notify PwC immediately and, if possible, send your proof of reimbursement in one of the following ways:
You must indicate your claim file number. You claim to the CFCTA will be maintained for the unreimbursed part.
If, after having been reimbursed or compensated by the CFCTA, you have received a reimbursement or compensation from anyone or you have used on or more travel credits, you must, as soon as possible:
You will receive an email confirming the amount to be remitted to the CFCTA. If you have already sent a check for the amount requested by the date of receipt of the email, you can ignore this email.
For the filing of additional documents to an existing claim, we recommend using the Secure Document Submission service set up by the OPC. It is also possible to send the documents by mail. In any case, the claim identification number assigned to the claim file will have to be provided.
If you have filed a claim and your contact information (address, email, phone number) has changed, please inform PwC par email at email@example.com or by mail. Please mention your claim file number.
It is still possible to submit a claim to the CFCTA. If you are a customer of a travel agent, visit the OPC website and download the claim form to fill it out. Next, submit your claim (claim form and supporting documents) in one of the following ways:
Following the filing of a proof of claim, you will receive an acknowledgment of receipt by email within a 60-day delay (or by regular mail when no email address is mentioned on the claim form). However, this delay could be longer due to circumstances out of our control.
The acknowledgement of receipt will mention the claim identification number. You will have to indicate this number in each subsequent communication.
To avoid slowing down the claim file process and duplicates, we ask people not to resend their claim file if it has been already transmitted and to update it if necessary.
Travelers who did not do business with a travel agent cannot obtain reimbursement or compensation from the CFCTA. However, they may, under certain circumstances, obtain a reimbursement from the issuer of the credit card they used to pay for their trip.
If travelers had insurance coverage, they should also check whether their situation is subject to a claim by virtue of their contract.
Telephone : 1 888 999-4965
Email : firstname.lastname@example.org
PwC only deals with questions related to claim forms it has received. Given the high volume of communications, other requests will not be processed. For any questions relating to compensation rules, visit the page showing the frequently asked questions about travel related to COVID-19, on the OPC's website.
Postal address of the Claims Administrator:
PricewaterhouseCoopers Inc., LIT
Place de la Cité, Tour Cominar
2640, Laurier Boulevard, suite 1700
Quebec (Quebec) G1V 5C2