How to Choose a Travel Agency in Canada: Registration, Fees and the Questions to Ask

The safest way to choose a travel agency in Canada is to confirm it is registered with the regulator that covers where it operates, learn how it is paid, and get the quote and cancellation terms in writing before you pay. In Ontario, the regulator is TICO, which says many agencies and booking websites must be registered. Once registration is confirmed, the rest of the decision comes down to fees, what the agent does for you, and how they handle a problem.

Start with registration

Quick facts: In Ontario, travel agencies and many booking sites must be registered with TICO, and a public search lists registered agencies.

TICO, the body the Ontario government mandates to administer the Travel Industry Act, says it governs about 2,100 travel retailers and wholesalers registered in Ontario. It also states that registered agencies provide consumer protections, including a compensation fund and a complaint process, that may not be available when you book with an agency based outside the province. Search the register before you pay. A report on an Ontario Auditor General review of TICO covers how the system is supervised. TICO's homepage explains what registration covers, and its agency search lets you confirm an agency is on the list. Outside Ontario, other provinces regulate travel sellers differently, so ask any agency which regulator it answers to.

Know how the agency gets paid

Quick facts: Agencies earn from supplier commissions, traveler-paid service fees and package markups. Ask which applies to your booking.

Most agencies earn from airline and hotel commissions, from fees billed to you, or from a markup on packages. A fee is not automatically a poor deal, because it can cover planning time that commissions no longer pay for, but you should know the amount before you commit. Travel Agent Central's consumer guidance, summarizing ASTA advice, says good agents disclose additional fees up front and show a service fee as a separate charge. That piece is dated 2011, so treat it as a principle rather than a current rate. Fees that agencies pay to TICO are a separate matter. A 2024 TravelPulse report describes those renewal costs as registrant fees, not charges to consumers, and TICO publishes its own fee payment schedules for registrants. Renewal costs for larger agencies rose in a later change, as TravelPulse reported.

What a good quote includes

Quick facts: A written quote should list what is included and excluded, the change and cancellation rules, and the supplier.

Reliable Travel & Tours, a Toronto agency, lists the items a good quote should show: what is included and excluded, clear rules for changes and cancellations, receipts with the real business name, and the identity of the supplier, whether that is an airline, cruise line, hotel or tour operator. That is a marketing page, so verify each rule in writing. The agency's checklist is a usable starting point. Ask for quotes in writing so you can compare two agencies line by line.

Questions to ask before you book

Quick facts: Ask about planning fees, your budget, who the supplier is, and who helps you mid-trip.

The American Society of Travel Advisors, through a reprinted New York Times piece, suggests asking whether an agent charges a planning fee and what similar trips they have planned. It also advises being upfront about your budget and making sure the agent understands your travel style. Add three practical questions: What happens if my dates change? Who do I contact during travel if something goes wrong? Can you send the terms in writing? ASTA's reprinted advice is written for consumers, though ASTA itself is a trade association.

Check the track record

Quick facts: Look for TICO registration, recent complaints and recognized credentials such as Certified Travel Counselor.

Travel Agent Central, citing ASTA guidance, recommends checking whether a member agency has had a complaint in the previous six months and reviewing its Better Business Bureau record. Some agents hold Certified Travel Counselor or Master Cruise Counselor designations, which signal formal training but do not replace registration. A TICO enforcement notice reported in June 2026 shows why the check matters. The regulator ordered an Ottawa company to stop acting as a travel agent in Ontario, and customers reported paying for trips that were never provided.

When an agent is worth paying for

Quick facts: Agents add the most value on multi-supplier, group or disrupted trips.

An agent is most useful when a trip has several suppliers, a cruise, a group booking, or a flight schedule that may change. TICO says its registered agents are required to advise clients on insurance, documents, immunizations and permissions, which is a useful test of what you are paying for. The question is whether the fee saves you more time and money than it costs on your particular trip. If you would like to compare a written quote from United Travels against your current options, contact travel@unitedtravels.ca. For a related comparison, read our piece on when an agent saves you money or time, and see how to choose an agency in Halifax for local questions. Check any agency's registration first.

People also ask

Do travel agents in Canada charge fees?

Some do and some do not. Many earn commissions from suppliers, while others add a service fee or a package markup. Ask for any fee in writing before you pay, and confirm whether it is refundable if the booking changes or is cancelled.

Is a travel agent cheaper than booking online?

Not always. A fee-based agent can cost more on a simple, single-airline trip, but can save money when a trip changes or needs rebooking. Compare the total cost, including fees and change charges, rather than the base fare alone.

How do I check whether a travel agency is registered?

In Ontario, search TICO's public agency directory before you pay. Outside Ontario, ask the agency which provincial regulator it answers to, then check that regulator's register yourself.

What should a travel agency put in writing?

A quote should list what is included and excluded, all taxes and fees, change and cancellation rules, the supplier for each booking, and an emergency contact. Ask for a receipt that shows the agency's legal business name.

What protects me if an agency fails?

TICO says registered agencies are covered by a compensation fund and a complaint process, which is one reason to check registration before paying. Keep your quote, receipts and written terms, because they are the evidence you will need for any claim. If the agency is not registered where it operates, ask what protection applies before you pay.

Facts checked against current sources as of October 23, 2026; confirm before booking, traveling or deciding.