What can I do if my travel agent or tour operator won’t answer my calls or emails?

An ATAS travel business is required to acknowledge your complaint within five business days of receiving it and must attempt to investigate your complaint and inform you of the outcome within 10 business days of receipt. Delays do occur; the agent, however, should inform you of the delay and reasons for it.

In the event you do not get a response from the agent within 21 days of submitting a formal complaint, you may lodge a complaint to AFTA via the Lodge a Complaint form.

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Updated on November 8, 2023

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