Airlines complaints and enquiries
Find out how you can make a complaint with the Airline Customer Advocate about an airline if you are an eligible customer.
Know your rights
If you are an eligible customer and have an unresolved complaint about airline services, the Airline Customer Advocate (ACA) can provide you with free and independent conflict resolution services for the following participating airlines:
- Jetstar
- Qantas
- REX
- Virgin Australia.
Before you make a complaint
You should try to resolve your issue with the airline by following their customer charter. Get a review and wait for the airline to respond within the time limit.
The types of complaints a customer can make
When making a complaint, it must be about:
- a participating airline
- the airline's services
- an event or circumstance occurring within the previous 12 months.
Customers who cannot make a complaint
You cannot lodge a complaint if you have already:
- made a claim in a court or tribunal, or
- lodged a complaint with a government authority in relation to the same matter.
Enquiries must be in writing and can be lodged online or printed forms obtained from the Airline Customer Advocate (ACA).
Use our general enquiry form for all other airline related matters
Declaration
I declare that the information supplied by me is to the best of my knowledge, true and correct. I acknowledge that NSW Fair Trading may:
- Use information provided or later obtained to resolve a matter, investigate, take enforcement action (if appropriate), and monitor the marketplace for investigative and law enforcement purposes, or
- Provide this information - including your personal contact details - to the trader or another Government agency (if appropriate).
NSW Fair Trading is always looking for ways to improve our customer experience. You may receive a survey after your matter is finalised, inviting you to provide feedback on our services.