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AFTA conducts a series of free webinars for the travel industry.

The webinars are carefully crafted to cover a range of important topics to help you build a lasting business and to support the professional development of your staff. 

Best of all, the webinars are FREE to join and open to all travel industry personnel, so feel free to share with your colleagues.

Stay notified when registrations open, join our AFTA newsletter here.


To view any of our webinar sessions, simply click on the title below to access the YouTube video and presentation slide deck.

What's new and where to go in Dubai

Guest Speaker: Emily MacDonald, Manager, ANZ, International Operations - Dubai Tourism

Dubai Tourism is often asked, “where is the best location to stay in Dubai?” With so many diverse neighbourhoods, this really depends on what your clients are looking for.

Do they want to escape from the city and relax on sandy beaches, or be in the heart of Dubai’s historical district? Do they want to wake up with views of Dubai’s futuristic skyline, or with world-class bars and dining at their footsteps? Do they want to shop till they drop at one of the world's largest malls, or be close to theme parks and waterparks?

With so many safe and convenient transport options, all areas of Dubai are accessible regardless of where you stay, so it is hard to go wrong. If you would like to know more about Dubai's unique neighbourhoods and what they have to offer, as well as hear about the city’s latest developments, then this webinar is for you.


  • Top locations to stay to get the most out of a Dubai stopover
  • Hidden gems in each neighbourhood
  • New hotels and attractions in Dubai

Presentation deck > 

How to assist customers when their flights don't go according to plan

Speakers - Satu Raunola-Spencer and Minna Monaghan, AirHelp

There is a lack of knowledge among the travel industry and travellers about air passenger rights and compensation processes around the world. In this webinar, you will learn about most relevant legislation including flight disruption claims subject to European Union legislation.

The existence of this EC 261 ruling is not well-known, resulting in substantial funds not being claimed by passengers, especially outside Europe. You cannot prevent flight disruptions however, it matters how you handle it and bring value to your customers.

Flight delays happen, but that doesn’t mean you have to accept them.

Founded in 2013, AirHelp has grown into the world’s largest air passenger rights advocate. To date, they’ve helped over 16 million passengers understand their rights and secure compensation for delayed, cancelled, or overbooked flights.

Webinar highlights:

  • Learn about different air passenger rights and legislation around the world and how these affect your customers.
  • Airline’s responsibilities during and after disruption; and how you can provide additional help to your customers. 
  • Understand the main reasons for flight disruptions.

More about our Guest Speakers

Satu Raunola-Spencer
Director Business Development Australia
m. 0411 545 617

Minna Monaghan
Director Business Development Australia
m. 0419 800 965

Satu Raunola-Spencer is Director of Business Development for AirHelp in APAC. AirHelp is the world’s largest organisation specialising in air passenger rights.

Satu has extensive hospitality, travel and destination sales and marketing experience in Europe, Asia, the US, and Australia.

She managed her own travel marketing and PR consultancy Finnesse Communications for 10 years before joining Amadeus IT Pacific as Marketing Manager for 6 years. Satu is also director and board member of Sydney-based tech startup Vloggi, the world’s first collaborative video production platform.

Minna Monaghan is Director of Business Development for AirHelp in APAC. AirHelp is the world’s largest organisation specializing in air passenger rights.

Minna has a master’s degree in economics and MBA; and has extensive experience in various areas of aviation industry in Australia.

She held several commercial management roles with the Qantas Group (Qantas, QantasLink and Jetstar) over 15 years, followed by 6 years with Virgin Australia managing Strategic Airline Alliances. Since 2017 she provides consultancy services to airlines.

How to use fam trip video reviews in your client engagement

Guest Speakers:
Justin Wastnage, CEO - Vloggi
Satu Raunola-Spencer, Director - Vloggi

Fam trips are an essential educational training to travel consultants. They are also a great way to get fresh, authentic and affordable marketing content for your agency.

Today's video tools allow agents to create video diaries as they travel that can not only be used for reporting, but can also be turned into compelling marketing assets to showcase to clients.

This webinar takes you through some best practice advice on how to incentivise agents to take footage and the easiest ways to use the finished videos in your content marketing.

To download the Vloggi Travel White Paper visit

More about our Vloggi guest speakers

Justin Wastnage is founder and CEO of Sydney-based tech startup Vloggi, the world’s first collaborative video production platform that uses artificial intelligence to process, sort and annotate user-generated video for use by businesses and social groups.

Wastnage was until recently the director of aviation policy at the Australian industry group Tourism & Transport Forum until 2016 when he established a tourism policy consultancy, Message Shapers.

Prior to this Wastnage had over 10 years in aviation and travel journalism.

Satu Raunola-Spencer is director and board member of Sydney-based tech startup Vloggi, the world’s first collaborative video production platform.

Satu has extensive hospitality, travel and destination sales and marketing experience in Europe, Asia, the US, and Australia.

She managed her own travel marketing and PR consultancy Finnesse Communications for 10 years before joining Amadeus IT Pacific as Marketing Manager for 6 years. Satu is currently Director of Business Development for AirHelp in APAC.

Crisis Communications Are you Ready?

Tim Archer, Head of Communications, RiskLogic
Simon Petie - NSW, QLD & ACT Regional Manager, RiskLogic

Good crisis management is about having the confidence and capability to lead your organisation in the effective response and management of a significant event. Proper preparation and intelligent decision making by a crisis management team can significantly limit the potential financial, legal and reputational damage to your organisation.

Simon and Tim will discuss what the travel industry can do to implement and build crisis resilience in the face of growing international instability, more frequent major weather events and the continual rise of global cyber attacks and data breaches.

  • What is Crisis Management
  • Types of risks, risk management and mitigation 
  • Risk Considerations – Reduction, Readiness, Responses, Recovery 
  • Where crisis communications can go wrong 
  • Ensuring a strategic communications response
  • Who is RiskLogic and what is their role in Crisis Management

More about our guest speakers >

Tim Archer - Head of Communication, RiskLogic

Tim heads up Risklogic’s specialist crisis communications consultancy, providing clients with best-practice communication plans and training that draw on his 25 years as a communications practitioner.

Tim has led communication teams in some of the most issues-rich organisations in Australia that are subject to intense levels of media and public scrutiny.

He managed the NSW Police Force’s 24/7 media unit where contentious, front page issues were commonplace, and drove its innovative use of multimedia and social media that saw them become a world leader in digital engagement.

He has experience in both Federal and State politics, including as a Chief of Staff to a NSW Minister, as well as communication roles at the Barangaroo Delivery Authority and the Australian Rugby Union.

These senior roles have given him an enormous depth of hands-on experience in leading the communication response to countless crises, critical incidents and major events.

Simon Petie - NSW, QLD & ACT Regional Manager, RiskLogic

Simon Petie has over 15 years of Crisis and Incident Management experience, working throughout Australia, North America, Asia and the Middle East.

In his current role as Regional Manager of RiskLogic QLD and NSW, Simon is responsible for the management and implementation of numerous crisis management and business continuity projects across a variety of industries including the travel industry, education, professional services, financial services, manufacturing, resources, energy, infrastructure and utilities. Simon has directly trained some of Australia’s largest and most complex organisations to be ‘Crisis Ready’.

Simon has first-hand experience in assisting both Australian and global organisations respond to live crises situations, as well as prepare for and scenario test multi-national response simulations.


Guest speakers - Jo Arancibia, AFTA and NTIA Judge - Christian Schweitzer

Watch this webinar to learn how to properly prepare for the Judging Process.

This webinar will provide finalists with a clear overview of how to appropriately prepare for the judging presentation. The webinar will articulate what is expected of presenters, the judging criteria and what the judges look for when marking finalists.

The National Travel Industry Awards is a celebration of industry excellence. Over the past 10 years the event has grown in size and grandeur and this year 1,300 guests will attend the Gala Dinner to recognise the finalists and award winners from 44 award categories.

Presentation Slides - PDF >

From Blue Rinse to Blue Skies – 10 Seniors Travel Myths Busted

Guest Speaker - Bronwyn White

The seniors’ market is the fastest growing yet most misunderstood market we know. What is phenomenal, is that the +55 economy is the third largest in the world – 3rd behind China and USA.

Yet is a sector that is largely ignored by travel marketers and innovators alike. Make no mistake, this is the most lucrative travel opportunity we are likely to see in our lifetimes.

We will never again see a more cashed up and time rich travel sector again.

The over 55’s market is the greatest untapped opportunity in the global travel industry. They have the money to spend – more than any other generational cohort and the time and desire to travel.

Watch our webinar and we'll bust 10 popular seniors travel myths and beliefs that are providing barriers to connecting with your ideal mature travellers.

We'll give special focus to the myth they are likely to research online and then book via an agent. This was true 1 year ago, but they have become more confident with the hundreds of hours they spend researching on the Internet in booking their own trips.

We'll share how to plan for the new planning trends and how to make the most of new opportunities.


Making sense of Social Media and Content Marketing

Top tips to get any non-marketeer kick-started with valuable content

Guest Speaker: Ben Alcock, Resource Hub

As travel people, we work in an industry that is almost entirely driven by stories. We are, at the end of the day, selling experiences, not 'stuff'.

Ben believes that your business brims with stories just itching to be told, broadcast to your clients, and shared across their social networks driving traffic and leads back to you.

Content marketing is not rocket surgery, but many businesses struggle with it. With so many social and digital platforms available these days it can be baffling to know where to start.

Let's face it, people love talking about their holidays, their favourite hotels and hole-in-the-wall bars, cheeky ways to get from A to B, and secret spots for that perfect local experience.

As a travel professional, which travel stories are you telling? And what do those stories say about your business?


  • Myths & truths
  • What is 'content marketing'
  • Is it just a fad?
  • Why content marketing is important to customers
  • The dinner party test
  • Examples of good content marketing
  • Creating and curating good content
  • Content ideas
  • Thinking like a publisher

Watch our webinar for a simple, easy-to-understand look at content marketing, why it's important, how it works and where you might start.

If you're operating in a frantic fog of Facebook, Instagram, Twitter, Snapchat and email and wondering 'am I even doing this right?'...tune in and find a way forward that works for you.

Ben Alcock
Writer and Content Wrangler

Presentation slide deck >

How to Leverage your ATAS accreditation

Guest Speaker - Joanne Arancibia - Head of Marketing AFTA

Join Head of Marketing and Communications, Joanne Arancibia, as she explores the various ways you can leverage the support of AFTA to maximise your ATAS membership.

This webinar will cover findings from consumer research designed to answers two key questions:

1) What motivates travellers to use travel agents, and

2) What is the current awareness of ATAS – and, if with education, can that impact on a consumers choice to use a travel agent?

The research findings have been used to inform AFTA's marketing strategy, so we'll also cover of the various activities AFTA has undertaken to promote the value of travel agents.

You'll leave this webinar informed, inspired and wanting to engage in the various marketing initiatives AFTA offers its accredited member network.

Watch the ATAS TVC here >

For the ATAS Awareness Campaign and video summarising the Consumer Research results click here.   

Presentation slide deck >

Complaints Handling Best Practice

Guest Speaker - Naomi Menon - Head of Compliance and Operations, AFTA

All ATAS Accredited participants are required to comply with the ATAS Code of Conduct. The Code includes the ATAS Complaint Escalation process.

This webinar helps ATAS businesses understand their obligations under Code and the best practice for handling complaints. Case studies and recent examples are used to provide a practical application for ATAS agents.

Webinar host Naomi Menon, is the Head of Compliance and Operations of AFTA, and also fills the designated role of ATAS Compliance Manager. Naomi share valuable insights on common mistakes and tips for resolving consumer complaints.


Snapshot of 2018 complaint data;
The ATAS Complaint Escalation process;
Expected timeframes;
The ATAS Complaint Appeal Committee (ACAC);
Key tips for handling complaints;
Case studies of complaints and outcomes managed by AFTA and the ACAC;
Case studies of some recent court and tribunal decisions


Additional Resources:

Complaint policies must comply with the Australian/New Zealand Standard ‘Guidelines for complaint management in organisations’. This document is copyrighted and cannot be shared however is based significantly on the NSW Ombudsman complaint resources:

SOCAP also has a number of resources that includes some templates that can assist in formulating standard template responses:

Succession Planning - Planning for the end game

In this webinar Anne Rogers - former owner of Wings Away Travel, shares a “warts and all” account of her experience selling her business.

When considering the sale of a small business, it’s worth or success, are often measured by size, sales figures, industry profile, and reputation however, without a carefully considered exit plan - properly executed - these indicators can be of no tangible value.

Anne shared her thoughts on what could have been done differently - beginning with the fact that she did NOT HAVE a succession plan; and her tips to successfully execute your own escape.

Anne is available for Business Advice and Mentoring.

Contact: 0417 352 190


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