Lodge a 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:
  • Consent for AFTA to share your personal information with the agent;
  • A bullet point concise summary of your complaint;
  • The response received to your complaint lodged with the agent;
  •  Your booking itinerary and documents;
  • The resolution you are seeking; and
  • Emails and other evidence supporting your complaint.
 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. 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 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.