Travel industry

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Travel agent

Travel agents

Travel agents do not need a licence to operate in Western Australia. 

Travel Agent - Unpack T&Cs
Travel Agent - Unpack T&Cs, by tvanderloo

Travel during COVID-19

We know COVID-19 has been challenging for those in the travel industry. If cancellations occur, businesses are encouraged to work with their customers and treat them fairly.
See our Travel information and checklist page to find out more.

Travel and the Australian Consumer Law (ACL)

Under the ACL, travel agents must provide accurate information to consumers and must also guarantee services are provided with due care and skill and are fit for their purpose.

Agents are strongly encouraged to seek independent legal advice about their obligations under the ACL and other laws of general application.

A series of guides has been prepared on the various rights and remedies in the ACL, which agents may find useful. These are available at Travel and accommodation: An industry guide to the Australian Consumer Law

Successful prosecution action under the ACL can result in significant penalties, for example fines of up to $10 million for a company and $500,000 for an individual.

Australian Federation of Travel Agents (AFTA)

AFTA has developed a voluntary industry-led accreditation scheme. The scheme is referred to as the Australian Federation of Travel Agents (AFTA) Travel Accreditation Scheme (ATAS).

AFTA consists of a Charter and Code of Conduct, and includes complaint handling processes and set standards of good industry practice.

AFTA has also established an AFTA Code Compliance Monitoring Committee which deals complaints about participants and recommends sanctions such as suspension or revocation of AFTA membership.

Consumers are still able to lodge complaints about travel agents with Consumer Protection.

Optional insolvency insurance products are available to AFTA members.

For further information visit the AFTA website.

Travel and the ACL

Learn more about your rights and responsibilities with the quick reference tool 

Travel and accommodation: An industry guide to the Australian Consumer Law

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