ACTA wants commissions protected following suspension of flights to Cuba

ACTA is calling on airline and supplier partners to ensure clear, timely communication, flexible policies, and the protection of travel agency and travel advisor commissions following the suspension of flights to Cuba.

The association said that it is closely monitoring the recent decisions by Air Canada, Air Transat, and WestJet to suspend service to Cuba and is assessing the impact on travel agencies and travel advisors and their clients.

Suzanne Acton-Gervais, President of ACTA, said that: “The withdrawal of service to Cuba by multiple Canadian carriers creates immediate and significant disruption for travellers, as well as for travel agencies and travel advisors working to support them.”

“Cuba has long been an important and accessible destination for Canadian travellers,” Acton-Gervais noted, continuing that: “With these sudden changes, thousands of Canadians are facing rebookings, destination changes, or cancellations.”

And ACTA’s Presidents emphasized that: “This underscores why working with professional travel agencies and travel advisors matters. Travel agencies and travel advisors are advocating for their clients, securing alternative arrangements, navigating supplier policies, and managing complex re-accommodation efforts during a highly fluid situation.”

ACTA said in its statement that with the busy travel season ongoing, the suspension of service to a major sun destination like Cuba adds considerable strain across the system.

Re-accommodating travellers at scale requires coordination among airlines, tour operators, hotels, and insurance providers, and it places significant additional workload on travel agencies and travel advisors across the country.

ACTA is calling on airline and supplier partners to ensure clear, timely communication, flexible policies, and the protection of travel agency and travel advisor commissions.

Equally important is the availability of high-quality self-service tools that enable travel agencies and travel advisors to efficiently manage changes, access inventory, process refunds, and complete rebookings directly within booking platforms—rather than remaining on hold for extended periods of time.

These requests are not new. They are well known to our partners and suppliers as ACTA’s Travel Agency and Travel Advisor “ASKs” – Supplier Best Practices, which outline practical measures to improve servicing, transparency, and operational efficiency across the travel ecosystem. In times of disruption, adherence to these best practices is essential to ensuring that travel agencies and travel advisors can continue to effectively support Canadian travellers.

Said Acton-Gervais: “Travel agencies and travel advisors are dedicating extensive time and expertise to assist affected clients,” added Acton-Gervais. “They must be equipped with high quality self-service tools and supported with fair compensation for the critical work they are doing during this disruption.”

And she also emphasized the importance of comprehensive travel insurance: “Unexpected destination changes highlight the value of having appropriate travel insurance coverage. Travel agencies and travel advisors help travellers understand their options and select policies that provide meaningful protection and peace of mind.”

ACTA will continue to monitor developments closely and remains committed to advocating for travel agencies and travel advisors and supporting members as they navigate this evolving situation.

Go to www.acta.ca .