2021 CHARGEBACK sURVEY RESULTS

In March 2021, AFTA conducted a survey of its members in relation to their experience and exposure in relation to chargebacks over the COVID-19 period.

AFTA administers the ATAS Accreditations of 1350 members, representing in total 2700 locations. Of the 1350 ATAS Accredited entities, 827 responded or 60% of the membership base.

This report is a summary of the data from those who responded.

Background

From about October 2020, AFTA members began to report an increase in chargebacks. This was occurring where consumers held credits, were awaiting refunds or where there was no contractual right to a refund. 

It has been widely reported that there has been inconsistency in the outcomes of chargeback claims.

AFTA circulated a document titled ‘Chargebacks in Travel’ in December 2020 raising the issue of chargebacks and providing examples of the current situation. 

At the request of Treasury, this survey was conducted to gather further data.

Highlights