Complaint

If you have a grievance with an ATAS travel business, ATIA recommends you take the following actions in the first instance:

• Read the terms and conditions of the agent and the end supplier;
• In writing, make a formal complaint to the business and allow them 21 days to respond;
• Consider writing a request to a supplier for special consideration due to hardship or extenuating circumstances.

Alternatively, you can seek advice from your state body and/or lodge a complaint: NSW, VIC, QLD, SA, WA or TAS.

IMPORTANT – To lodge a complaint with ATIA, the following documents are required:

• Consent for ATIA to share your personal information with the travel business;
• A concise, bullet-point summary of your complaint;
• A copy of the formal complaint you made to the travel business;
• The response received to your complaint lodged with the travel business;
• Your booking itinerary and documents;
• The resolution you are seeking; and
• Emails and other evidence supporting your complaint.