Australia is establishing a new Aviation Consumer Ombuds Scheme, which will give consumers access to an impartial dispute resolution body to handle complaints about airlines and airports. Check infrastructure.gov.au for updates.
Quick tips
- Be specific: include booking reference, flight number, date and times
- Obtain a reference number for your complaint
- State your legal basis: refer to the airline/airport’s conditions of carriage and if possible, reference the Australian Consumer Law guarantee you believe was breached
- Clearly state what you want: refund, compensation, or apology
- Keep evidence and records: boarding passes, receipts, photos, emails, and keep a record of all conversations and correspondence
- Be factual and polite and avoid emotional language — focus on facts, dates, and impact.
An interim ombudsperson has been appointed from within the Department of Infrastructure, Transport, Regional Development, Communications, Sport and the Arts to help develop the new Aviation Consumer Protections Scheme and support improved outcomes for aviation consumers in the short term. Where the interim ombudsperson receives direct complaints about charter-related airline and airport or other matters, relevant information and referrals may be provided to customers, and matters escalated further where appropriate.
The new Aviation Consumer Ombuds Scheme is not currently legislated, and is therefore limited in its capacity to assist. In the interim, you should follow the steps below and use existing channels to resolve your complaint.
Step-by-step complaint and escalation process
If something goes wrong, there is a clear complaint and escalation pathway you should follow.
1 — Contact the airline, airport or travel agent
Start by contacting the airline, airport or travel agent. Most have information on their websites about complaints, including terms and conditions and complaint processes.
- Check the relevant terms and conditions to understand your rights.
- Follow the organisation’s complaint process and timeframes.
- If you booked through a travel agent, their terms may also apply.
- Keep records of your complaint, including any reference number.
For useful links to airline and airport terms and conditions, and other contact information, visit the Department of Infrastructure’s website. If your issue relates to consumer rights, see the ACCC website. For international travel, the Montreal Convention may also apply.
It is important that you only use official channels when contacting your airline, as submitting personal information on social media or to unverified email addresses may result in consequences such as scams or identity theft.
Codeshare flights
A codeshare is a common airline arrangement where one airline sells the ticket, but the flight is operated by another airline. If your flight is operated by a different airline than the one you booked with, contact the operating airline about your complaint, and keep in mind that the applicable terms and conditions may be those imposed by either airline, depending on the codeshare agreement and carrier policies.
2 — Request escalation
If you're not satisfied with the airline or airport's response, request an internal review through the airline or airport’s internal escalation and review process.
3 — Contact an external body, if unresolved
If your complaint is still unresolved after following internal processes, you can contact an appropriate external body:
| Body | When to contact | Key details |
|---|---|---|
| Airline Customer Advocate (ACA) | Complaints about Qantas, Jetstar or Virgin | Independent scheme with eligibility criteria. Requires you to have first complained to the airline. Contact: 1800 813 129 |
| State or territory consumer protection agencies | Potential breaches of Australian Consumer Law | ACCC directs complaints to state/territory agencies (e.g. NSW Fair Trading, Consumer Affairs Victoria). Most offer National Relay Service |
| Australian Travel Industry Association (ATIA) | Complaints about ATIA-accredited travel agents | Independent complaints process. Not all agents are accredited |
| Department of Home Affairs | Issues with airport security screening | Can provide feedback or report significant concerns via its website |
| Australian Human Rights Commission (AHRC) | Discrimination or human rights concerns | Handles complaints about unlawful discrimination |
| International regulators | Issues arising overseas | You may need to contact the regulator in the country where the issue occurred |
| Interim Aviation Ombudsperson | Aviation consumer issues (general guidance) | Provides information, referrals and may escalate issues where appropriate. Note that the ombuds scheme is not currently legislated and is therefore limited in its capacity to assist. |
4 — Tribunal or court
As a last resort, you may take action through a state or territory tribunal or court. This can be costly and time‑consuming, so consider seeking legal advice first (for example, through legal aid services).