ATAS complaints scheme success

THE consumer complaints mechanism under AFTA’s ATAS accreditation scheme is working well, with more than $120,000 refunded to consumers under the ATAS mediation process.

AFTA CEO Jayson Westbury provided an insight into the workings of the ATAS Complaint Appeal Committee (ACAC) during last weekend’s Independent Travel Group Forum in Shanghai.

ACAC members include Westbury himself along with former Flight Centre Senior Executive Marg Mulholland, consumer reps

Liz Newby and Jill Toohey plus Chairman Graham McDonald, all of whom are legal experts.

A total of 522 complaints were received - 201 relating to nonaccredited agents and 321 for ATAS accredited agencies.

Westbury said the high volume indicated that consumers were well aware of the scheme and knew they could come to AFTA to assist in resolution of issues.

Westbury said about 80 complaints had proven particularly problematic, saying “when you are in this environment you can see the value of what AFTA can do,” with the mechanism asking consumers to consider what is reasonable.

He said some complaints were “crazy” with customers blaming agents for a wide range of issues beyond their control.

“The scheme is working well and it’s one of the big incentives to being accredited,” he said.