Airline Customer Service

Airline Customer Advocate

The Airline Customer Advocate (ACA) provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of unresolved complaints about airline services.

If your complaint relates to an airline service (for example a refund, flight delay or cancellation or baggage services) provided by Jetstar, Qantas, Regional Express, Virgin Australia or Tigerair, you will need to contact the relevant airline’s complaint handling department as a first step. Contact information and feedback options can be found on the airline’s website.

If you are unable to resolve your complaint with the airline, or it fails to provide a response, then you can contact the ACA. The ACA provides a free and independent service to eligible customers of the major Australian airlines by facilitating the resolution of unresolved complaints about airline services. Their contact number is 1800 813 129 and more information regarding its role is available on its website at http://www.airlinecustomeradvocate.com.au/General/Default.aspx