How long will the Dispute Resolution take?

AFTA have 45 days to determine an outcome of your complaint.  In the event of a delay, you will be notified with reasons why.

In the event that the matter is referred or appealed to the ATAS Complaints Appeal Committee (ACaC) for independent review, the Committee have 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 in the short term i.e. the airline, cruise operator, tour operator, hotel, transport company, or your travel agent etc.

AFTA’s complaint review operates under a specific timeframe and we may not be able to resolve your issue on short notice.

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ATAS is a national accreditation scheme, endorsing travel agents who have met strict financial and customer service criteria. As Australia’s best travel agencies, they can provide you with peace of mind when planning and purchasing your travel arrangements.

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