TICO Certification: Disclosure before the sale

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1. What must the agent tell the customer about questions?

   1. The agent is required to answer the customer's questions
   2. Questions are answered only after the trip is paid in full
   3. Questions must go to TICO, not the agent
   4. Questions cost an extra counselling fee
   Show answer and explanation

   Correct answer: The agent is required to answer the customer's questions

   The agent must advise the customer that the agent is required to answer any questions arising from the disclosed information or from a representation.

   Based on: O. Reg. 26/05 s. 36(g); checked 2026-10-24

   Official reference ↗

2. What must the agent tell a customer about living standards at a foreign destination?

   1. They never affect the accommodation offered
   2. They are always equal to Canadian standards
   3. They may differ from those in Canada
   4. They are guaranteed by the travel wholesaler
   Show answer and explanation

   Correct answer: They may differ from those in Canada

   The agent must advise that living standards and practices, and standards for utilities, services and accommodation, at the destination may differ from those in Canada.

   Based on: O. Reg. 26/05 s. 36(e)(iii); checked 2026-10-24

   Official reference ↗

3. What must the agent explain about cancelling or transferring the booking?

   1. That all bookings can be cancelled free within 10 days
   2. The range of penalties and any non-refundable payments
   3. Only that cancellations are handled by the supplier
   4. Nothing until the customer actually asks to cancel
   Show answer and explanation

   Correct answer: The range of penalties and any non-refundable payments

   The agent explains requirements and limits on transfer or cancellation, including the range of penalties or other costs and any non-refundable payments.

   Based on: O. Reg. 26/05 s. 36(c); checked 2026-10-24

   Official reference ↗

4. When must a travel agent give the customer the disclosures required by section 36?

   1. Within seven days after the booking
   2. After the customer has paid the final balance owing
   3. Before the agreement and before taking any payment
   4. Only at the airport check-in counter
   Show answer and explanation

   Correct answer: Before the agreement and before taking any payment

   Section 36 disclosures must be made before entering into an agreement with the customer and before taking payment or credit card information.

   Based on: O. Reg. 26/05 s. 36; checked 2026-10-24

   Official reference ↗

5. A cruise has extra terms in the cruise line's contract. What must the agent do?

   1. Refer to those conditions and tell the customer where to review them
   2. Read every term aloud word for word before the sale
   3. Hide them, since only the cruise line's own staff are allowed to explain them
   4. Ignore them, as cruise contracts are outside TICO's rules
   Show answer and explanation

   Correct answer: Refer to those conditions and tell the customer where to review them

   The agent must refer to any other conditions that relate to the transaction and the travel services and advise the customer where those conditions may be reviewed.

   Based on: O. Reg. 26/05 s. 36(f); checked 2026-10-24

   Official reference ↗

6. An agent charges a counselling fee. When must the customer be told about it?

   1. Before counselling or selling to the customer
   2. Only if the customer decides not to book
   3. After the customer returns from the trip
   4. On the final invoice after the trip is booked
   Show answer and explanation

   Correct answer: Before counselling or selling to the customer

   A travel agent who charges a counselling fee or service charge must inform the customer of it, and whether any part is refundable, before counselling or selling travel services.

   Based on: O. Reg. 26/05 s. 44; checked 2026-10-24

   Official reference ↗

7. For travel outside Canada, what must the agent tell the customer about entry to another country?

   1. Entry rules are the airline's concern, not the customer's
   2. Entry may be refused even if documents are complete
   3. A valid Ontario driver's licence is enough for any country
   4. Entry is guaranteed once a TICO agency books the trip
   Show answer and explanation

   Correct answer: Entry may be refused even if documents are complete

   For travel outside Canada, the agent advises about typical documents such as passports, visas and affidavits, that entry may be refused even if the documents are complete, and that standards at the destination may differ from Canada's.

   Based on: O. Reg. 26/05 s. 36(e); checked 2026-10-24

   Official reference ↗

8. A hotel is known to close its pool during the customer's stay. What does the regulation require before the sale?

   1. Tell the customer after the final payment is made
   2. Mention it only if the customer happens to ask about the pool
   3. Nothing, because pools are not travel services
   4. Point out any condition that may affect the decision
   Show answer and explanation

   Correct answer: Point out any condition that may affect the decision

   Before the sale, the agent must bring to the customer's attention any conditions related to the purchase that the agent has reason to believe may affect the decision to buy.

   Based on: O. Reg. 26/05 s. 36(a); checked 2026-10-24

   Official reference ↗

9. Besides the existence of a counselling fee, what else must the agent disclose about it?

   1. How it compares with fees at other agencies
   2. Whether it is refundable, and in what circumstances
   3. What percentage of it goes to the counsellor personally as pay
   4. Which supplier will reimburse the customer for it
   Show answer and explanation

   Correct answer: Whether it is refundable, and in what circumstances

   The agent must disclose whether the counselling fee or service charge, or any part of it, is refundable or non-refundable and under what circumstances.

   Based on: O. Reg. 26/05 s. 44(b); checked 2026-10-24

   Official reference ↗

10. A family books a trip to Mexico with a child travelling with one parent. What must the agent advise about before the sale?

    1. The child's school attendance rules and records
    2. Nothing, because documents are entirely the airline's responsibility
    3. Typical documents needed, such as passports and affidavits
    4. Mexican income tax rules for Canadian visitors
    Show answer and explanation

    Correct answer: Typical documents needed, such as passports and affidavits

    For proposed travel outside Canada, explain typical documents for each traveller, such as passports, visas and affidavits. A particular destination may impose further rules; this question does not claim that an affidavit is mandatory for every one-parent trip.

    Based on: O. Reg. 26/05 s. 36(e)(i); checked 2026-10-24

    Official reference ↗

11. Which insurance must the agent advise the customer about?

    1. Life insurance that names the travel agency as the only beneficiary
    2. Home and auto insurance for while the customer is away
    3. Trip cancellation and, where needed, out-of-province health
    4. Liability insurance covering the hotel's own staff
    Show answer and explanation

    Correct answer: Trip cancellation and, where needed, out-of-province health

    The agent must advise the customer about the availability of trip cancellation insurance and, if applicable, out-of-province health insurance.

    Based on: O. Reg. 26/05 s. 36(d); checked 2026-10-24

    Official reference ↗

12. Which information must the agent disclose before the sale?

    1. The hotel manager's personal phone number and home address
    2. The names of other customers booked on the same flight and hotel
    3. The total price, travel dates and a fair description of the services
    4. The agent's commission and the supplier's profit margin on the trip
    Show answer and explanation

    Correct answer: The total price, travel dates and a fair description of the services

    Before the sale the agent discloses the total price, the travel dates and a fair and accurate description of the travel services to be provided.

    Based on: O. Reg. 26/05 s. 36(b); checked 2026-10-24

    Official reference ↗