How long will dispute resolution take?

Once your complaint has been deemed an eligible complaint, ATIA has 45 days to determine the outcome of your complaint. In the event of a delay, you will be notified with reasons why.

If the matter is referred or appealed to the ATAS Complaints Appeal Committee (ACAC) for independent review, the committee has 90 days to review a matter.

If your complaint relates to travel with imminent departure or an itinerary you are currently travelling on, you will need to seek assistance from the appropriate source – the airline, cruise operator, tour operator, hotel, transport company or your travel agent – in the short term. AFTA’s complaint review operates under a specific time frame and we may not be able to resolve your issue on short notice.

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Updated on August 23, 2023

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