The Association of South African Travel Agents is a non-profit association that represents the interests of over 500 travel agents, wholesalers and tour operators. ASATA investigates and mediates complaints against ASATA members on behalf of their consumers; offering its opinion on the matter and suggesting a course of action.

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Diane Potgieter, the industry manager of ASATA, answers a few questions for getclosure!, describing how the association operates and the way in which it handles complaints.

1. What is the primary function of ASATA?

ASATA’s emphasis is on free trade without violating rules and regulations. Accordingly we have entrenched a Constitution and a Code of Conduct that self-regulates the travel industry and provides the consumer with a benchmark and the comfort that the Members are compliant with ASATA’s guidelines. As an indicator of the effect of our governance processes, more than 97% of the complaints we receive from the Consumer relate to non-ASATA members!

ASATA is administered by a full-time Secretariat headed by a Chief Executive Officer, with the day-to-day functions being monitored by a Members Council and its continued role and direction are guided by a Board of Directors. All the Members of the Regional Committee’s, Council and Board are elected by the Members at an Annual General Meeting.

The association interfaces with key opinion leaders in the industry and senior Government officials in representing its Members on all issues of common interest to ASATA Members. This includes policy, planning, operational and regulatory issues, ensuring the ongoing sustainability of the travel industry.
The primary focus of ASATA is directed at any issue related to improving the continued sustainability and profitability of its Members and ensuring the delivery of a professional service to the travelling consumer. This is achieved through strong relationships and open dialogue with all stakeholders.

2. When should a consumer lodge a complaint with ASATA?

A procedural document is available on the ASATA website. Complaints should only be lodged with ASATA once all attempts to resolve the dispute with the ASATA Member travel agency have been exhausted.

3. What three tips can you offer our readers?

1) Always use an ASATA Member for all travel arrangements
2) Try to keep as much of the advice and booking information as possible in writing
3) Check all your documentation to ensure that it is correct

To read the full interview with Diane, please click here.