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Coronavirus – Administrator for claims filed with the CFCTA

Claims administrator

Page last updated: July 25, 2021

This page is for information purposes only and you should consult your professional adviser if you have any questions or are uncertain as to your rights or obligations.


Filing a compensation claim to the CFCTA

On March 16, 2020, the Office de la protection du consommateur (OPC) appointed the firm PricewaterhouseCoopers Inc. as the administrator for claims filed with the Compensation Fund for Customers of Travel Agents in connection with the COVID-19 pandemic.

Travelers who purchased tourism services (transportation, accommodations, cruises, excursions, etc.) from a travel agent who holds a licence 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 reimburse tourism services that have been paid for but not received. It may also be used to compensate customers who have had to extend their stay, in particular where their flight has been cancelled.

PAYMENT OF COMPENSATION

Claimants eligible for reimbursement from the CFCTA will be compensated from September 2021 onwards.

We will communicate with the persons who have submitted a claim to the Fund if additional documents or information are required for the analysis of their request. Consequently, unless we get in touch with them, they don't have to do anything else to get compensation.

CLAIM

It is still possible to file a claim to the CFCTA. Customers of travel agents must refer to the website of the OPC (https://www.opc.gouv.qc.ca/consommateur/indemnisation/recherche/dossier/11500/ - in French only) to check whether their situation satisfies the conditions for filing a claim and download the claim form. OPC asks that they wait until all the conditions have been met before filling out the form.
They are then asked to submit their claim (claim form and documents in support):

online, through the Secure Document Submission service belonging to the OPC: pes.opc.gouv.qc.ca/indemnisation?lang=en

or

by mail:

PricewaterhouseCoopers Inc., LIT
Claims Administrator
Place de la Cité, Tour Cominar
2640, boulevard Laurier, bureau 1700
Québec (QC) G1V 5C2

Update of an existing claim file

Some situations require that persons who have already submitted a claim to the CFCTA have to update their file. In order to guide you in updating your file, we invite you to use the claim file update form.

This is the case in particular after receiving a full or partial refund from a third party: tour operator, insurer, credit card issuer, etc. Tour operators Air Canada Vacations, Transat Tours and Sunwing Vacations have also announced that they will reimburse their customers. Visit the website of the Office de la protection du consommateur for more information.

FILING OF ADDITIONAL DOCUMENTS TO AN EXISTING CLAIM FILE

For the filing of additional documents to an existing claim, we recommend using the Secure Document Submission service (pes.opc.gouv.qc.ca/indemnisation). 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.

CHANGE OF COORDINATES

Please inform us of any change in your coordinates (address, email, phone number) by email at ca_administration_provisoire@pwc.com or by mail. Please mention your file number.

CANCELLATION OF CLAIM / FULL REIMBURSEMENT FROM A THIRD-PARTY

If you received a full reimbursement of your claim from a third-party or if you decide to cancel your claim filed to the CFCTA, you must inform us immediately either by using the claim file update form or by email at ca_administration_provisoire@pwc.com or by mail, with mention of your file number. A confirmation of cancellation of your claim will be sent to you.

PARTIAL REIMBURSEMENT OF YOUR CLAIM

If you received a partial reimbursement of your claim from a third-party, you must inform us immediately by filing the documents proving the amounts you received with the Secure Document Submission service (pes.opc.gouv.qc.ca/indemnisation) or by mail. Your file number must be provided.

Acknowledgment of receipt of a proof of claim

Following the filing of a proof of claim, an acknowledgment of receipt will be sent by email (or by regular mail when no email address is available) within a 60-day delay. However, this delay could be longer due to circumstances out of our control.

The acknowledgement of receipt will mention the claim identification number. This number will have to be referred to in each subsequent communication.

To avoid slowing down the claim file process and duplicates, we ask people not to resend their claim documents if they have been already transmitted.

Travelers who did not do business with a travel agent

Travelers who did not do business with a travel agent may, in certain circumstances, obtain a reimbursement from the issuer of the credit card they used to pay for their trip.

Travelers who were covered by an insurance policy should also check whether their situation is subject to a claim by virtue of their contract.

Lastly, tour operators Air Canada Vacations, Transat Tours and Sunwing Vacations have also announced that they will reimburse their customers. Visit the website of the Office de la protection du consommateur for more information.

Contact us

The claims administrator can be reached at 1 888 999-4965 or at the following email address: ca_administration_provisoire@pwc.com

Please note that the claims administrator only deals with questions concerning claim forms. Given the high number of calls currently being received, other requests will not be processed. For any questions about compensation guidelines, please refer to the following link:

https://www.opc.gouv.qc.ca/en/consumer/good-service/travel/compensation-fund/covid-19/

Contact us

Claims administrator

--, PwC Canada

Tel: 1 888 999 4965

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