6 Travel Books To Lift Your Spirits
April 23, 2020
In the age of closed borders and social distancing, it's time to rediscover travel books! Explore th...
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The ATAS Complaint Escalation Process is detailed in the Code. It consists of 3 stages.
Stage 1: A complaint should be made to the Agent who will attempt to resolve the complaint in the first instance. The Code allows for 13 business days for this to occur however it may take longer and the Agent will provide an update on this.
Stage 2: Where a complainant is not satisfied with the outcome of the proposed resolution in Stage 1 the complaint may be lodged with AFTA.
The ATAS Compliance Manager will review the complaint and may determine whether the complaint is eligible for review.
If eligible, the ATAS Compliance Manager may:
a) Seek to resolve the complaint by mutual agreement;
b) Find that the Agent has or proposes to take sufficient action that would sufficiently resolve the complaint;
c) Require the Agent to take particular action to resolve the complaint;
d) Refer the matter to the ATAS Complaints Appeal Committee ( ACAC); or
e) Find no breach of the Code and close the complaint.
Stage 3: Where a complainant is not satisfied with the outcome of the review in Stage 2, or where the ATAS Compliance Manager has referred the matter to the ACAC, the ACAC will review the complaint and make a determination.
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READ MOREDue 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:
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.