Complaints & Disputes

Last updated: 11 May 2026

CK-Travelers Australia is committed to resolving any complaints or disputes fairly, promptly, and transparently. This page explains our complaints process.

1. How to raise a complaint

If you have a complaint about our services, please contact us in the first instance:

Please include your booking reference, a clear description of your complaint, and your preferred resolution.

2. Our response process

When we receive a complaint:

  1. Acknowledgement: We will acknowledge your complaint within 2 business days
  2. Investigation: We will investigate the matter and keep you informed of our progress
  3. Resolution: We aim to provide a final response within 14 business days. If more time is required, we will notify you of the reason and expected timeframe
  4. Outcome: We will provide you with our findings and any proposed remedy in writing

3. Escalation — ATAS dispute resolution

If you are not satisfied with our response, you may escalate your complaint to the Australian Federation of Travel Agents (AFTA) ATAS Complaints process once our ATAS accreditation is confirmed.

ATAS provides an independent dispute resolution process for complaints between consumers and ATAS-accredited agencies. For more information, visit www.afta.com.au.

4. Escalation — Consumer protection agencies

You also have the right to contact the following agencies at any time:

5. Complaints about suppliers

If your complaint is about a supplier (airline, hotel, tour operator) rather than our agency services, we will assist you in escalating the complaint to the supplier. We can also help you document your complaint if you wish to pursue it through the airline's formal complaints process, the Airline Customer Advocate, or other relevant bodies.

6. Privacy of complaints

All complaints are handled confidentially. Information relating to your complaint will only be shared as necessary to investigate and resolve the matter, or as required by law. For more information, see our Privacy Policy.