Complaints

If you are having a problem with your travel agent we may be able to assist you. It is one of our roles to act as an independent mediator in any disputes between a member travel agent and their customer. All TAANZ members subscribe to a Code of Ethics that they must abide by.

We suggest you follow the following procedure:

Ensure you have given the travel agent every opportunity to rectify the problem. Approach the consultant you have been dealing with and if the matter is not satisfactorily resolved then refer the matter to the agency manager.

If this fails, then TAANZ may be able to assist.

Firstly, check and see if the travel agent concerned is a member of TAANZ by searching our database. TAANZ has no ability to mediate with non-member agents.

Secondly, contact TAANZ and provide us with a written statement that outlines your complaint.

We will contact the agency management and seek to mediate on your behalf.

TAANZ travel agents are also bonded for your protection. Consumers will at least receive some protection against a TAANZ travel agents' failure to properly account to suppliers or intermediaries for monies received from customers for that purpose. For more details see our Bonding Scheme page. In the event of an agency collapse, information of who is involved and how to make a claim will be included here.