MEKONG TRAVEL AND TOURS AUSTRALIA

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 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.

AFTA review complaints pursuant to the ATAS Code of Conduct. Many of the complaints currently being received by AFTA are ineligible for review as they do not allege a breach of the Code by the agent. In most instances, the following may be ineligible:

The supplier had offered a credit, and you 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 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. We are working hard to respond as quickly as we can.