How to complain about a travel agent




When you can't get your service provider to address your complaint, Complaintline helps with how to complain and get results


Australian Federation of Travel Agents (AFTA)


AFTA represents most travel agents in Australia. It has over 2,200 members (including about 1800 retail outlets and 400 industry organisations, hotels, wholesalers, tour operators).


AFTA members must abide by the AFTA Code of Conduct. This Code may help you frame your complaint.


AFTA puts out a proforma complaint handling policy and procedures brochure for its members. This brochure will help you understand the complaints processes travel agents are expected to follow.


The AFTA Travel Accreditation Scheme (ATAS) is an industry accreditation scheme that sets the benchmark of quality for the travel industry. ATAS Complaint Appeal Committee (ACAC) is an independent review body specifically established under ATAS to review and determine customer complaints and allegations of non-compliance with the ATAS Charter and Code. The ACAC reviews complaints elevated to it by the Compliance Manager and can issue binding decisions, including sanctions against a Participant.


You can also contact your state or territory office of Consumer Affairs or Fair Trading or Consumer protection for advice on your options.





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