What if I book a holiday and don't get what I paid for?

Firstly, contact your travel agent or supplier with whom you booked through for assistance.

If you have lodged a formal complaint with the Agent and are not satisfied with your travel agent's complaint resolution and you have booked with an ATAS accredited agent, you may submit a complaint to AFTA.  AFTA manage complaints under the ATAS Code of Conduct and assess whether a breach of the Code has occurred. 

To understand AFTA’s complaint escalation process please read more > ATAS Complaint Escalation Process.

Request a chargeback. If you booked using a credit card, you may be eligible for a chargeback. Read more > How can I seek a chargeback?

Domestic flights. For Australian airline bookings, contact the Airline Customer Advocate, if you have a problem with a participating airline. 

Take further action. If you are not satisfied with AFTA’s outcome to your complaint, or you choose not to lodge a complaint with AFTA, you can contact the consumer protection agency in your state or territory or a court or tribunal.


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