What is involved in the ATAS Complaint Escalation process?

If your complaint is assessed as eligible, it will be referred to the ATAS participant to allow them an opportunity to provide AFTA with an explanation.

We may need additional information from you, the ATAS agent or a third party to finalise our investigation.  In the first instance, AFTA will seek to resolve the issue by mutual resolution.

Once sufficient information has been received to make a determination, the ATAS Compliance Manager will issue an outcome letter to you and to the ATAS agent. The letter details the determination and the decision making process.

How long will my complaint take to resolve?

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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.

Use the map or search for your nearest industry accredited travel agent using the fields above.