Thursday, July 24, 2025
A Vancouver-based travel agency, Skyland Travel Inc., has been ordered by B.C.’s Civil Resolution Tribunal to pay Three Thousand and Three Hundred USD in restitution to a couple whose planned vacation to Cancun, Mexico, went awry. The tribunal found that Skyland failed to provide alternative flight options after the original flights were cancelled, breaching the contract they had with the couple. This ruling comes after a long battle between Eduardo and Rodica Aparaschivei, who booked their dream vacation package for $6,208 but found themselves stranded due to airline issues.
The tribunal’s decision was made public on July 23, 2025, and it highlights the growing need for accountability in the travel industry, especially when it comes to service disruptions. While the case involves a single couple’s dispute, it serves as a reminder to all travelers about the importance of booking with reliable agencies and understanding their rights when things go wrong.
The Holiday That Went Wrong: A Series of Disruptions
In December 2023, the Aparaschiveis booked a vacation package to Cancun through Skyland Travel. The package included flights, accommodation, and other services, promising a seamless vacation experience. However, things took a turn on January 17, 2024, when their outbound WestJet flight was unexpectedly cancelled. This wasn’t just a minor inconvenience — the couple was delayed by 12 hours, including five hours spent on the tarmac at the airport, an ordeal that left them exhausted.
WestJet rebooked the couple on a different flight, but this new itinerary wasn’t suitable either. The replacement flight included an eight-hour stopover in Calgary, which the Aparaschiveis found unacceptable. They were tired and frustrated, and the long stopover made the trip even less appealing. It’s no surprise that they rejected the new flight and chose to cancel their entire trip instead.
The couple argued that since Skyland Travel could not offer them an acceptable alternative, the company should have refunded them or provided a voucher for future travel services. Skyland, however, disagreed. The company stated that the couple had been offered the option to choose a different flight, but they refused. According to Skyland, they were not responsible for any further compensation, asserting that the couple’s decision to cancel was their own.
The Tribunal’s Decision: A Breach of Contract
The tribunal ruled that Skyland Travel had indeed breached its contract with the Aparaschiveis. Tribunal member Megan Stewart found that the couple’s decision to cancel was reasonable, considering the circumstances. The lack of alternative flights to Cancun, coupled with the exhaustion from long delays, made the replacement flight unacceptable. Stewart pointed out that Skyland’s failure to offer other flight options, including the possibility of rebooking with a different airline, left the couple with no choice but to cancel the trip.
Moreover, Stewart found that Skyland did not offer the couple an acceptable solution, such as a refund for the flight or an alternative travel option. Although Skyland suggested the couple could rebook with another airline, they did not provide confirmation that the hotel in Cancun would still be available. This lack of communication and clear solutions ultimately led to the tribunal’s ruling in favor of the couple.
The couple’s claim for the balance of their vacation package, which amounted to $3,300, was supported by the tribunal’s findings. Skyland was ordered to pay this amount, as the tribunal determined that the travel agency failed to uphold its contractual obligations.
Skyland’s Defense: Lack of Communication and Customer Service Failures
Skyland Travel’s defense throughout the proceedings was centered on the idea that they were not responsible for the flight cancellation, which was handled by WestJet. The agency argued that the couple was rebooked on a flight, and that they had the opportunity to choose other options. However, Skyland’s failure to communicate effectively with the Aparaschiveis during this process was a major factor in the tribunal’s decision.
When the couple attempted to reach Skyland’s office, they found no one answering the phone on January 17, the day of the flight cancellation. According to the tribunal, this lack of availability made it difficult for the couple to receive the assistance they needed. Furthermore, Skyland’s representative later informed them that they could only claim a refund through their insurance provider for the hotel portion of the vacation package, leaving them without a clear path to resolve the situation.
The tribunal also noted that when the couple contacted Skyland the following day, they were told that their flights would be refunded, but they would have to make separate claims for compensation through WestJet. This added layer of complexity only heightened the frustration for the couple, who had already been subjected to significant travel disruptions.
The Bigger Picture: A Growing Concern for the Travel Industry
This case sheds light on a significant issue facing the travel industry today: the lack of transparency and customer service during travel disruptions. As the tourism industry continues to recover from the effects of the COVID-19 pandemic, there is an increased demand for travel services, but also a heightened need for travel agencies to provide clear, timely communication and viable solutions when things go wrong.
For many travelers, the expectation is that if something goes wrong with their travel plans, the agency they’ve booked with will offer a clear and fair solution. This may include providing alternative flight options, offering refunds, or helping secure accommodations in the event of disruptions. In this case, Skyland failed to meet these expectations, and the tribunal’s ruling underscores the importance of holding companies accountable for their role in customer service.
Cancun: A Popular Destination in the Spotlight
Cancun remains one of the most popular tourist destinations in the world, particularly for Canadians. With its stunning beaches, luxury resorts, and vibrant nightlife, it’s no surprise that many travelers choose Cancun for their vacations. However, as this case highlights, travelers booking packages to Cancun — or any destination — must ensure they understand their rights and the responsibilities of the travel agencies they book with.
For the Aparaschiveis, their dream vacation turned into a nightmare. The legal ruling serves as a cautionary tale for travelers to carefully review the terms of their vacation packages and understand the terms of service offered by their travel agency. It also emphasizes the importance of being proactive and communicating clearly with travel service providers when issues arise.
What This Means for Future Travel Plans
For anyone planning a vacation to Cancun or other popular destinations, this case serves as a reminder of the importance of understanding your travel agency’s policies and the rights you have as a consumer. With flight disruptions and cancellations becoming more common, travelers should make sure they have access to clear lines of communication and efficient solutions in case their plans are disrupted.
In the wake of this ruling, travel agencies in Canada and beyond will likely reevaluate their customer service practices and flight change policies. The decision may also prompt travelers to look for agencies that offer more robust customer support systems and contingency plans to handle disruptions effectively.
Conclusion: Holding Travel Agencies Accountable
In the end, the tribunal’s decision to order Skyland Travel to pay the Aparaschiveis $3,300 for their ruined Cancun vacation is a step toward greater accountability in the travel industry. While this case may be just one example, it highlights the importance of transparency, clear communication, and fair treatment of customers in the tourism sector. For travelers, understanding your rights and knowing how to navigate disruptions is crucial to ensuring that your next vacation goes off without a hitch.
Tags: B.C. travel, british columbia, canadian travelers, cancun, flight cancellations, holiday disruptions, mexico, Tourism, travel agency, travel disputes, travel insurance, Travel Policies, travel refunds, Vacation packages, vancouver, WestJet
