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.


Latest Travel Blog

Is Greenland on your travel bucket list?

Our ATAS travel agents shine a spotlight on the unique destination, Greenland. Here's what you need ...

Read More

TOP TIPS FOR PEAK SEASON TRAVELS

Our ATAS travel experts share their top tips for travelling during peak seasons.

Read More

Ah oh... Turning mishaps into happy travels

Nothing beats having the support of your ATAS travel agent when travelling abroad takes a turn for t...

Read More

Find an accredited ATAS Travel Agent

Click on the map to search by state