As a direct result of rising domestic income levels, there has been a growing tendency over the years for Taiwanese citizens to travel abroad, which has subsequently led to an increase in the number of disputes and complaints arising between travelers and travel agencies. Various institutions in Taiwan have provided statistics suggesting that there were 5,324 such cases occurring between 1997 and 2001; clearly, therefore, it is becoming increasingly important to determine ways of eliminating such conflicts and establishing effective solutions to the associated problems. Based upon a review of the literature, the views of experts in the field, and the results of surveys, this paper sets out to examine the possible factors behind such conf1icts, focusing on those members of the public who have had reason to make complaints about their travel arrangements. The results suggest that the major factors are 'customer behavior', 'travel management' and 'the travel market', with the total explained variance being 51.526 per cent. Factors which may influence the effective solution of these problems include 'the systems used by customer complaints departments', and 'the attitude and behavior of customers' towards these problems, with the total explained variance being 60.560 per cent. The study concludes with fourteen recommendations for the overall travel market, including effective travel management, communication with customers and professional travel counseling, with further suggestions being proposed for subsequently dealing with complaints arising out of travel arrangements.