Carlson Wagonlit Travel

SPECIAL COVID-19 NOTICE.

Due to the unprecedented level of enquiry, as a result of the crisis caused by the global pandemic and Australian government travel ban, most travel agencies are currently experiencing exceptionally large volumes of calls and emails requesting information to cancel, change, rebook and alter bookings.

We ask for your patience and understanding during this time please. Whilst every customer is important, requests must be prioritised based on departure dates.

The majority of complaints currently being received here at AFTA are ineligible for review pursuant to the ATAS Code of Conduct. AFTA cannot accept complaints of the following nature:

• You have been offered a credit, and want a refund instead;
• You are having difficulty communicating or getting a response from a travel business;
• You have been charged cancellation fees;
• You feel there is a delay in the payment you are expecting for your refund.

To understand why we are unable to accept these complaints, please see our information page here: https://www.atas.com.au/traveller-info/covid19-update

If your complaint relates to a different topic from the matters outlined, please continue to complete the form online. We are working hard to respond as quickly as we can.