Cuba Situation: ACTA Urges Clear Communication, Commission Protection

In the wake of all major Canadian operators cancelling the remainder of their winter programs 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. 

“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,” said Suzanne Acton-Gervais, President of the travel advisor advocacy organization. 

“Cuba has long been an important and accessible destination for Canadian travellers,” Acton-Gervais added. 

“With these sudden changes, thousands of Canadians are facing re-bookings, destination changes, or cancellations. 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.”

At the peak of the winter season, the suspension of service to a major sun destination like Cuba adds considerable strain across the system, ACTA said in a press statement. 

“Reaccommodating 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.”

For some time now, ACTA has been pushing Travel Agency and Travel Advisor “ASKs” – Supplier Best Practices — which outline practical measures to improve servicing, transparency, and operational efficiency across the travel ecosystem. 

These include self-service tools that enable travel agencies and travel advisors to efficiently manage changes, access inventory, process refunds, and complete re-bookings directly within booking platforms — rather than remaining on hold for extended periods of time. Tour operators have been adding such resources, but not quickly enough for many advisors.

“These requests are not new. They are well known to our partners and suppliers as 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,” ACTA said.

Acton-Gervais 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 says it will continue to monitor developments closely and remains committed to advocating for travel agencies and advisors and supporting members as they navigate this evolving situation.