What outcome can I expect from submitting a complaint against an ATAS travel agent?

The ATAS Compliance Manager in the first instance will seek to resolve the matter by mutual agreement

The outcome may be:
                                          (i)     mutual resolution;
                                          (ii)    AFTA find that the agent has already taken, or proposes to take, action that sufficiently resolves the complaint;
                                          (iii)   AFTA required the ATAS Agent to take particular action;
                                          (iv)   AFTA find that no breach of the Code has occurred and close the complaint; or
                                          (v)    AFTA refer the matter to the ATAS Complaints Appeal Committee (ACAC) for independent investigation.

AFTA may issue a rectification order where economic loss has been suffered, that is, where you have incurred expenses or are out of pocket.  AFTA and the ACAC are not a compensatory body.  If you are seeking compensation for pain and suffering, this is better handled by a court or tribunal.

The Code allows for the right of Appeal of any decision by the ATAS Compliance Manager to the ATAS Complaints Appeal Committee.
 
Who are the ACAC?

Latest Travel Blog

JD, Annabelle & the trip of a lifetime interrupted

A Travel Agent Hero Story

Read More

Your Bucket-List NT Adventure

The Northern Territory is the stuff Aussie dreams are made of.

Read More

COVID-19 & a bucket-list visit to Everest Base Camp

A first-hand account of how Prasad's bucket-list visit Everest Base camp quickly escalated into chao...

Read More

Find an accredited ATAS Travel Agent

Click on the map to search by state