Ontario’s travel industry generated $18.4 billion in gross sales over the past year, up from $18 billion the year before, according to figures presented at the Travel Industry Council of Ontario’s (TICO) 2026 Annual General Meeting, held virtually on Sept. 22.
TICO CEO Richard Smart told attendees that the sector remained resilient despite affordability concerns, global uncertainty, trade issues and travel disruptions, which he said created “an increasingly complex and volatile environment” for consumers, travel agencies and tour operators. Even so, demand held up and businesses adapted, pushing aggregate sales higher for the year.
Survey findings shared at the meeting suggested consumer trust in the regulated sector remained solid. About 75% of Ontarians surveyed said TICO’s services were valuable to them, and 80% said they would choose to book with a TICO-registered business over other options, provided pricing was comparable. Smart said the results point to the ongoing importance of consumer protection in travel purchasing decisions.
Progress on Auditor General Recommendations
TICO also updated the industry on its response to the Auditor General of Ontario’s 2023 performance audit. Smart said 91% of the action items directed at TICO have now been completed, with work continuing on the final item — up from 74% completion reported at the time of the Auditor General’s follow-up report in December 2025.
Smart said the focus has been on practical changes that make it easier for consumers to understand their protection rights and verify whether a business is registered with TICO, while directing regulatory effort toward areas of greatest risk. Stephen Crawford, Ontario’s Minister of Public and Business Service Delivery and Procurement and MPP for Oakville, echoed that progress in a video message opening the AGM, noting TICO regulates approximately 1,900 travel agencies, booking websites and tour operators.
Compensation Fund and Financial Results
TICO’s Compensation Fund paid out 65 claims benefiting 641 consumers during the year, totalling nearly $144,000. The fund’s balance grew to $25.5 million, up from $24 million a year earlier.
TICO itself reported revenues of $7.9 million, compared with $7.8 million the previous year, with roughly half coming from annual renewal payments and the remainder aided by investment returns. Expenses rose about 6% to just over $6.3 million, which Smart attributed largely to planned investment in the organization’s workforce and emerging technologies. TICO finished the year with a small operating surplus that will be added to reserves.
Registrations Dip While Complaints Rise
Sonya Skrbic, TICO’s Chief Financial & Administrative Officer and acting director, said the registrant base stayed relatively stable. As of March 31, 2026, there were 1,870 registrations, down 1.3% from 1,894 a year earlier. TICO recorded 153 voluntary terminations, compared with 141 the year before, while processing 129 new registration applications — an increase over the prior two years.
Written complaints moved in the opposite direction, rising to 136 from 116, while phone and email inquiries climbed to nearly 3,000. Common complaint issues included refunds, invoicing, tickets not being issued and cancellations. Skrbic said all respondents to TICO’s post-complaint survey reported satisfaction with how their complaint was handled.
TICO 2026 AGM Key Figures
Enforcement Against Unregistered Operators
TICO expanded its enforcement activity during the year. All active registrants have now been assigned a risk score, and an updated inspection policy is being used to direct oversight where TICO judges it is most needed.
The regulator issued 130 warnings for operating without registration, down from 143 the previous year, but laid more than 100 charges, up from 80. Courts imposed more than $126,000 in fines and ordered nearly $500,000 in restitution, with offenders collectively receiving 26 years of probation and 22 months of jail time.
Skrbic said enforcement remains “never our first choice” but plays an important role in maintaining a level playing field and consumer confidence, describing it as one part of a broader strategy that also includes education, guidance and risk-based oversight.
TICO also highlighted its enhanced certification program for new travel advisors, a fully interactive online learning course. Skrbic said more than 90% of students who completed it reported positive results.
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