Travel Agent FAQ

Start at our Agent Registration page — the form takes a few minutes. Our wholesale team reviews each application, and once approved you sign the agency agreement electronically in the portal and can start booking immediately. If you would rather talk it through first, call (416) 560-5888 or email [email protected] and our team will walk you through it.

We work with registered Canadian retail travel agencies and their advisors — TICO-registered agencies in Ontario, and appropriately licensed or registered agencies in other provinces. During review we may ask for your registration details. Independent advisors working under a host agency are welcome to apply under their host’s registration.

Yes. Maplelux Holidays is operated by Ali Travel Inc., registered with the Travel Industry Council of Ontario as both a retailer (TICO #50025124) and a wholesaler (TICO #50026847), IATA-accredited and affiliated with ACTA and CLIA. Your clients’ bookings sit with a regulated Ontario registrant, covered by Ontario’s Travel Industry Compensation Fund subject to its conditions — a selling point worth making in your own shop.

Yes. The agency owner account can invite staff members, and each advisor gets their own login. Staff see and manage the bookings they created; the owner account sees every booking, payment and commission across the agency. This keeps files tidy in multi-advisor shops and lets you track per-advisor performance in the portal.

A minimum of 10%, and 12% or more on select programs. Optional excursions sold with our tours are commissionable too. The exact rate for each product is shown in the portal when you price a booking, and your commission is locked in on the booking itself the moment it is confirmed — so a later catalogue price change never disturbs what you earn on files already booked.

Every booking in the portal shows the retail price, your net price and the commission line item by item. The My Commissions page totals them across your bookings, and agency owners see commissions across all staff. For statements or settlement questions, contact our wholesale team at [email protected].

Sharp pricing is the core of our trade offer — our group departures are contracted at volume rates through long-standing supplier relationships, and we position them to be the best value in the market. If your client brings you a genuinely comparable competing quote, ask us: where a price match is needed, we will do our best.

Booked files are protected. Once confirmed with a deposit, a price may only be adjusted in the limited cases Ontario law permits (new government taxes, supplier fuel surcharges), never after full payment, and if an increase other than sales-tax changes exceeds 7% your client may cancel for a full refund under Ontario regulation. The prices and commission on a confirmed booking are snapshotted at confirmation, so catalogue updates never drift into existing files.

Log in to the agent portal, open any tour, and you see live departures, seat availability and your net pricing. Bookings confirm online in real time — travellers, rooms, optionals and add-ons are all captured in one flow, and the confirmation and invoice are available immediately. No phone queue, no waiting on a booking desk, though our team is a call away when you want one.

The same schedule your clients see on every invoice: a CAD $300 per-person deposit confirms a booking made more than 60 days before departure, and the balance is due 30 days before departure; within 60 days, full payment is due at booking. You can pay in the portal by Visa or Mastercard (processed in Canada by Moneris, with no card surcharge), and partial payments toward an open balance are supported. If a deposit is taken and we cannot confirm the reservation, it is refunded in full.

Yes. Every booking generates an invoice you can view, print or download as a PDF from the portal, and the bill-to can be set to your agency so the paperwork matches your own client file. Itemization shows the tour fare, optionals and any custom line items exactly as booked.

Yes. The portal supports named custom line items on a booking — a service fee, an add-on you arranged, an agreed adjustment — and they flow through to the invoice and totals automatically. Date changes, traveller changes and room changes are handled by our team; contact us early, because supplier rules and our cancellation schedule apply the later a change lands.

Calculated from the date we receive written notice: 60 days or more before departure, the CAD $300 per-person deposit is forfeited; 30–59 days, 50% of the total price plus taxes; under 30 days, 100% plus taxes. Once air tickets are issued, the air portion is non-refundable and the land portion follows the schedule. Specific products may carry their own stated policy. Full terms are in our Terms & Conditions — the same document your clients’ invoices cite, so your file and ours never disagree.

Documents remain the traveller’s responsibility, and the advisor’s role is timing: passports valid six months beyond return, and visa applications started early. Entry rules change — check current requirements with the destination’s consulate and travel.gc.ca at booking time, and we confirm the rules in force for every departure. Our Travel Tips & Guides section has client-friendly explainers you are welcome to share.

Ontario regulation requires that clients be advised of the availability of trip-cancellation and out-of-province medical insurance, and the booking record notes whether coverage was accepted or declined — protect yourself by putting the offer in writing. Insurance is not included in our packages. Our insurance guide is written for travellers and safe to forward.

Our tours run with professional local guides and full ground handling — transfers, hotels, admissions and the day-to-day are managed on tour, and the guide is the client’s first call for anything small. For anything bigger, our operations team backs you during the trip, and post-travel claims come to us in writing within 30 days of return. You stay the agent of record throughout: we sell through the trade, not around it.

Yes. Tour flyers are available in two versions — with our branding, or a clean version ready for your agency’s own logo — so you can market departures under your shop’s name. Product photography and detailed itineraries are on every tour page for your quotes and social posts.

The wholesale team: [email protected] or (416) 560-5888, Monday through Saturday. For urgent matters on a travelling file, call and you will reach a person. We treat agents as long-term partners — your feedback shapes the programs, so tell us what your clients are asking for.