Lodge a Complaint

SPECIAL COVID-19 NOTICE.

PLEASE READ THIS PAGE IN FULL TO UNDERSTAND HOW AFTA CAN BEST SERVE YOU AT THIS DIFFICULT TIME DURING THE COVID-19 CRISIS.

Due to the unprecedented level of enquiries caused by the global pandemic and Australian government travel ban, most travel agencies are currently experiencing exceptionally large volumes of calls and emails in relation to cancelled travel plans.

We ask for your patience and understanding during this time please.

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.
Due to limited resources, AFTA is currently only accepting complaints for investigation that allege a serious breach of the ATAS Code of Conduct.

In most circumstances, the following will not be eligible for investigation:
  •  You have received a credit, but want a refund;
  • You are experiencing a delay in receiving your refund; 
  • You are experiencing communication issues with the business; or
  • Your complaint is against the end supplier, not the agent.
To understand the current situation, please see our information page here before proceeding: https://www.atas.com.au/traveller-info/covid19-update

If you have reviewed the information page and believe your complaint to be eligible, please continue to complete the compliant form online. AFTA is currently operating on reduced hours Monday to Wednesday. Delays are expected.

Follow the simple 4-step process below to submit your complaint.


Step 1

Step 2

Step 3

Step 4

Can’t find your ATAS agent? Send us an enquiry and we’ll confirm if they are ATAS Accredited.

Note: If the travel agent you dealt with is not ATAS accredited, you should contact your state or territory Consumer Protection Agency for further advice and assistance. Click here for further details.


If your booking was booked by another person, who dealt with the Agent? (this person is the lead passenger).


Complaint

Complaint 2

Complaint 3


If you do not consent, and AFTA determine that such disclosure is necessary for procedural fairness, the complaint will be classified as ineligible for review.

Please submit all relevant supporting documentation at this time for consideration of your complaint. AFTA may request further information if deemed necessary following the initial assessment.

i.e. itinerary, written communications, photos, phone recording, emails and agent response if you have submitted a complaint directly.

Accepted file formats: pdf, jpeg, png, word

If you have a sound file or recording of conversations we will contact you to discuss options of submitting. Do not upload via this form.