Contact your airline

For any issues on customer service, you must first contact your airline to make a complaint.

Common complaints include:

  • baggage services
  • cancellations
  • flight delays
  • refunds.

If the issue is not resolved directly with the airline, the Airline Customer Advocate (ACA) provides free and independent service to eligible customers of major Australian airlines.

The ACA facilitates the resolution of unresolved complaints for Jetstar, Qantas, Regional Express and Virgin Australia.

Submit a complaint on airline services

If you are unable to resolve the issue with your airline, contact the ACA:

complain by online form icon

by online form

Lodge a complaint 

complain by phone icon

by phone

Call 1800 813 129

Read more about the Airline Customer Advocate.