Coronavirus – Administrator for claims filed with the CFCTA

Administrator of claims submitted to the CFCTA related to COVID-19 

^{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.

Claim to the CFCTA related to COVID-19

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:

• To reimburse the customers for tourism services that have been paid but not received;
• To compensate thecustomers who have had to extend a stay, in particular if their flight has been cancelled, or who have had to be repatriated quickly.

UPDATE OF CLAIM AND PAYMENT OF COMPENSATION BY THE CFCTA

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.

CANCELLATION OF CLAIM, REIMBURSEMENT BY A THIRD-PARTY OR USE OF TRAVEL CREDITS BEFORE REIMBURSEMENT OR COMPENSATION BY THE CFCTA

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:

• by completing the form online;
• by email to ca_administration_provisoire@pwc.com;
• by mail at the following address:
  PricewaterhouseCoopers Inc., LIT
  Claims Administrator
  Place de la Cité, Tour Cominar
  2640, Laurier Boulevard, suite 1700
  Quebec (Quebec) G1V 5C2

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:

• by the Secure Document Submission service set up by the OPC;
• by mail, at the following address:
  PricewaterhouseCoopers Inc., LIT
  Claims Administrator
  Place de la Cité, Tour Cominar
  2640, Laurier Boulevard, suite 1700
  Quebec (Quebec) G1V 5C2

You must indicate your claim file number. You claim to the CFCTA will be maintained for the unreimbursed part. 

DOUBLE REIMBURSEMENT OR COMPENSATION: BY THE CFCTA AND THEN BY A THIRD-PARTY OR BY USE OF A TRAVEL CREDIT

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:

• Notify PwC of the obtaining of this reimbursement or compensation by email at ca_administration_provisoire@pwc.com or by mail.  Indicate your claim number file;
• Make a check payable to PwC inc., en fidéicommis, Gest. réclamations pour OPC réf. : Coronavirus to remit to the CFCTA the sums you received subsequently or the value of the travel credits you used, up to what the CFCTA paid you. You have made commitments to this effect in the Claim Form: Compensation Fund for Customers of Travel Agents and Update of a Claim File for the Compensation Fund for Customers of Travel Agents (“the Fund”) – COVID-19 form;
• Write your claim file number on the check and mail it to the following address:
  PricewaterhouseCoopers Inc., LIT
  a/s Claims Administrator
  1250, René-Lévesque Blvd. West, suite 2500
  Montreal (Quebec) H3B 4Y1

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.

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 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.

CHANGE OF CONTACT INFORMATION

If you have filed a claim and your contact information (address, email, phone number) has changed, please inform PwC par email at ca_administration_provisoire@pwc.com or by mail. Please mention your claim file number.

SUBMIT A CLAIM TO THE CFCTA

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: 

• on line, by the Secure Document Submission service set up by the OPC;
• by mail:
  PricewaterhouseCoopers Inc., LIT
  Claims Administrator
  Place de la Cité, Tour Cominar
  2640, Laurier Boulevard, suite 1700
  Quebec (Quebec) G1V 5C2

ACKNOWLEDGEMENT OF RECEIPT OF A CLAIM

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

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.

JOIN PWC

Telephone : 1 888 999-4965

Email : ca_administration_provisoire@pwc.com

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
    Claims Administrator
    Place de la Cité, Tour Cominar
    2640, Laurier Boulevard, suite 1700
    Quebec (Quebec)  G1V 5C2