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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Find an accredited ATAS Travel Agent

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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