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TICO Certification: Invoices and travel documents

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An agent paid the wholesaler 30 days before departure. By when must the wholesaler send the tickets and documents?

Study reference: TICO study notes from the Travel Industry Act, 2002 and O. Reg. 26/05 (Oct 2026), Ch. 7 Invoices and documents — O. Reg. 26/05 ss. 38, 41–43

All 12 questions in this test

Every original question, with optional answers, explanations and official references. Open an answer to study, or take the test above for instant feedback.

  1. An agent paid the wholesaler 30 days before departure. By when must the wholesaler send the tickets and documents?

    1. At least 30 days before departure in every single case
    2. On the morning of departure at the airport
    3. At least 14 days before departure, unless told otherwise
    4. At least 48 hours before departure
    Show answer and explanation

    Correct answer: At least 14 days before departure, unless told otherwise

    If the agent pays the wholesaler 21 or more days before departure, the wholesaler forwards tickets, vouchers, itinerary and other documents at least 14 days before departure, unless the agent or customer directs otherwise.

    Based on: O. Reg. 26/05 s. 41; checked 2026-10-24

    Official reference ↗

  2. The contract permits price increases. Which statement must the invoice include?

    1. Prices may rise by any amount at all until departure
    2. No rise after full payment; refund right above 7%, excluding specified tax rises
    3. Customers must accept every increase caused by fuel costs
    4. Increases over 15% must first be approved by TICO
    Show answer and explanation

    Correct answer: No rise after full payment; refund right above 7%, excluding specified tax rises

    If the contract permits price increases, the invoice must state that no increase is permitted after full payment and that the customer may cancel for a full refund if cumulative increases exceed 7%, excluding increases in retail sales tax or federal goods and services tax.

    Based on: O. Reg. 26/05 s. 38(1)(j); checked 2026-10-24

    Official reference ↗

  3. Which name must appear on the customer's invoice?

    1. The travel counsellor who made the booking and took the first payment
    2. The airline pilot who will fly the customer on the first flight out
    3. The hotel's general manager at the destination resort
    4. The TICO inspector responsible for the agency's region
    Show answer and explanation

    Correct answer: The travel counsellor who made the booking and took the first payment

    The invoice must name the travel counsellor who made the booking and accepted the first payment, along with customer, payment, price, supplier and insurance details.

    Based on: O. Reg. 26/05 s. 38(1)(l); checked 2026-10-24

    Official reference ↗

  4. What must a wholesaler's statement to a travel agent show?

    1. The agent's commission rate with every other wholesaler it uses
    2. The wholesaler's profit margin on each booking
    3. The payment terms, amount paid and each traveller's destination
    4. The names of all customers of the wholesaler that week
    Show answer and explanation

    Correct answer: The payment terms, amount paid and each traveller's destination

    A wholesaler's statement to the agent sets out the agent's name and address, payment terms and amount paid, each traveller's name and their destination and, if relevant, departure date.

    Based on: O. Reg. 26/05 s. 38(2); checked 2026-10-24

    Official reference ↗

  5. After selling travel services, what must a travel agent promptly give the customer?

    1. A verbal confirmation by phone, with nothing in writing
    2. A copy of TICO's annual report
    3. Only the airline's e-ticket number
    4. A statement, invoice or receipt with set details
    Show answer and explanation

    Correct answer: A statement, invoice or receipt with set details

    After selling travel services, a travel agent must promptly give the customer a statement, invoice or receipt containing the details listed in section 38.

    Based on: O. Reg. 26/05 s. 38(1); checked 2026-10-24

    Official reference ↗

  6. An agent receives the customer's vouchers from the wholesaler. What must the agent do?

    1. Check that the information is correct before passing them on
    2. Forward them unopened in order to protect the customer's privacy
    3. Keep them until the customer pays a delivery fee
    4. Send them to TICO for approval before delivery
    Show answer and explanation

    Correct answer: Check that the information is correct before passing them on

    On receiving tickets, vouchers, itineraries or other documents, the travel agent must ensure the information is correct before giving them to the customer.

    Based on: O. Reg. 26/05 s. 42; checked 2026-10-24

    Official reference ↗

  7. How must a computer-generated invoice be identified?

    1. With the customer's birth date
    2. With TICO's logo in the header
    3. With the travel agent's initials only
    4. With a unique identifier
    Show answer and explanation

    Correct answer: With a unique identifier

    Manually prepared invoices must be consecutively pre-numbered and computer-prepared invoices must be assigned a unique identifier.

    Based on: O. Reg. 26/05 s. 38(3); checked 2026-10-24

    Official reference ↗

  8. A customer paid the agent in full, and the wholesaler sent the agent the customer's documents, but the agent never paid the wholesaler. What must the wholesaler do?

    1. Refuse service and refer the customer to TICO
    2. Cancel the booking until the customer pays again
    3. Still provide the travel services the customer bought
    4. Charge the customer the unpaid amount at the hotel check-in
    Show answer and explanation

    Correct answer: Still provide the travel services the customer bought

    A wholesaler may not refuse to provide services the customer paid the agent for if it has already given the agent tickets or documents for the customer, despite the agent's failure to pay.

    Based on: O. Reg. 26/05 s. 43; checked 2026-10-24

    Official reference ↗

  9. How must fees and taxes be shown on the customer's invoice?

    1. Only on request after the trip has ended
    2. Only if they add up to more than $100
    3. Each listed, and whether it is refundable or not
    4. As one combined total, with no breakdown of any kind
    Show answer and explanation

    Correct answer: Each listed, and whether it is refundable or not

    The invoice sets out any fees, levies, service charges, surcharges, taxes and other charges and whether those amounts are refundable or non-refundable.

    Based on: O. Reg. 26/05 s. 38(1)(d); checked 2026-10-24

    Official reference ↗

  10. Which payment details belong on the customer's invoice?

    1. The customer's credit limit and bank account balance
    2. The commission the agency will earn from the supplier on the trip
    3. The agency's bank account number and branch address
    4. Booking date, payment amount, balance owing and its due date
    Show answer and explanation

    Correct answer: Booking date, payment amount, balance owing and its due date

    The invoice shows the booking date and first payment date, the amount paid and whether it is full or partial, any balance owing and the date it is due.

    Based on: O. Reg. 26/05 s. 38(1)(b)–(c); checked 2026-10-24

    Official reference ↗

  11. For a trip outside Canada, which advice from section 36 must also be recorded on the invoice?

    1. The exchange rate on the day the trip was booked
    2. The customer's preferred seat and meal choices on each of the flights
    3. The information about travel documents and entry given to the customer
    4. A list of restaurants the agent recommends at the destination
    Show answer and explanation

    Correct answer: The information about travel documents and entry given to the customer

    The invoice must include the information given under clause 36(e): typical travel documents, that entry may be refused, and that standards at the destination may differ from Canada's.

    Based on: O. Reg. 26/05 s. 38(1)(k); checked 2026-10-24

    Official reference ↗

  12. The agency sells trip cancellation insurance. What must the invoice say about it?

    1. The customer's medical history
    2. The insurer's annual premium income in Ontario
    3. Whether or not the customer bought it
    4. Nothing, insurance is separate
    Show answer and explanation

    Correct answer: Whether or not the customer bought it

    When the agent sells the insurance, the invoice records whether the customer purchased it. When the agent does not sell that insurance, section 38(1)(h.1) instead requires a statement of whether the customer was advised of its availability. The distinction concerns what the agency sells, not simply whether this customer bought a policy.

    Based on: O. Reg. 26/05 s. 38(1)(h); checked 2026-10-24

    Official reference ↗

Invoices and travel documents: key rules to remember

Our summary of what the official handbook says on this topic, in our own words. Read it before or after the practice questions above, then check the original chapter. Read the official chapter ↗

Customer invoice

  • Customer identity: promptly provide a statement, invoice or receipt with the purchaser's name/address and each traveller's name if known.
  • Payment dates: record the booking and first-payment dates, amount paid, full/partial status, known balance and its due date.
  • Price and charges: state the total price, fees, levies, service charges, surcharges and taxes, including whether the amounts are refundable.
  • Agency identity: include its business name, phone, registration number, business address and other available contact methods.
  • Services: give an accurate description, including destination, departure date and suppliers.
  • Insurance: if the agency sells the relevant insurance, record whether the customer purchased it; if the agency does not sell it, record whether availability was advised.
  • Contract: state whether price increases are permitted.
  • Foreign travel: include the section 36(e) advice about documents, possible entry refusal and different destination standards.
  • Counsellor: name the person who booked and accepted the first payment.
  • Permitted price increases: the invoice states no rise after full payment and the right to cancel for a full refund if cumulative increases exceed 7%, excluding specified retail sales tax/GST rises.

Wholesaler statements and numbering

  • Wholesaler statement: agent name/address, payment terms and amount paid, each traveller's name/destination and, if relevant, departure date.
  • Identifiers: manually prepared invoices are consecutively pre-numbered; computer invoices receive a unique identifier.

Travel documents

  • Delivery: if the agent paid the wholesaler at least 21 days before departure, documents are forwarded at least 14 days before departure unless the agent or customer directs otherwise.
  • Accuracy: the agent checks the documents before giving them to the customer.
  • Unpaid agent: when the customer paid the agent and the wholesaler issued documents to an agent for that customer, the wholesaler cannot refuse the services because the agent did not pay it. Both statutory conditions matter.

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