Complaint

AFTA accepts consumer complaints for investigation that allege a breach of the ATAS Code of Conduct.

If you have a grievance with an ATAS travel agency, AFTA recommends that you take the following actions in the first instance:
  • In writing, make a formal complaint to the business;
  • Read the terms and conditions of the agent and the end supplier;
  • Consider writing a request to a supplier for special consideration due to hardship or extenuating circumstances; or
  • Seek advice from your State body and/or lodge a complaint; NSW, VIC, QLD, SA, WA, TAS.
Should you wish to lodge a complaint, please ensure you have the following available.
  1. Consent for AFTA to share your personal information with the agent;
  2. A bullet point concise summary of your complaint;
  3. The response received to your complaint lodged with the agent;
  4.  Your booking itinerary and documents;
  5. The resolution you are seeking; and
  6. Emails and other evidence supporting your complaint.
Complaints for breaches can be logged here: https://www.atas.com.au/lodge-a-complaint


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