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. Visit www.acos.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 Ombuds Scheme and support improved outcomes for aviation consumers in the short term.
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.
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.
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 Key contacts and resources page 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. Some countries have specific air passenger protection schemes - see below for information and contacts. For other relevant complaint handling authorities for specific airlines, see the Key contacts and resources page. |
| 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. |
International air passenger protection schemes and regulators
Air passenger rights and dispute resolution mechanisms vary significantly across the globe. Some countries have specific air passenger protection schemes to escalate complaints when airlines fail to comply with passenger rights, while other countries may have consumer protection agencies which consider a broader range of issues, including consumer disputes with airlines.
For international flights, you might identify the local, country-specific authority is more appropriate to manage your complaint. There are a range of factors which determine which scheme or regulatory body you should escalate your complaint to. Identifying these factors ensures complaints are directed to the correct body. These factors include, for example:
- Where the airline is licenced or headquartered
- Your flight itinerary, including which country/countries you arrive and depart from, and other considerations such as if you transit or stopover
- Where and how you purchased your ticket. For example, general consumer guarantees often apply to travel services purchased through local websites or travel agents within a certain country, even if the flight itself takes place overseas
- If you booked directly with an airline or through a third party, such as a travel agent. For example, Australia has specific complaint escalation pathways for consumer disputes with travel agents
Examples of specific air passenger protection schemes
| Jurisdiction | Key Eligibility Criteria | Information and contacts |
|---|---|---|
| European Union | All flights departing from an EU airport on any carrier, or flights arriving in the EU on an EU carrier | Air passenger rights - Your Europe Air - Mobility and Transport - European Commission National Enforcement Bodies |
| United Kingdom | All flights departing from a UK airport on any carrier, or flights arriving in the UK on a UK/EU carrier | Travel problems and rights | UK Civil Aviation Authority Alternative Dispute Resolution | UK Civil Aviation Authority |
| Canada | Flights to, from, or within Canada, including connecting flights | Protection des passagers aériens / Air Passenger Protection Air Passenger Protection Scheme |
| United States | Flights operating to, from, or within the United States | Aviation Consumer Protection | US Department of Transportation |
| Brazil | Flights departing from, arriving in, or connecting within Brazil, as well as tickets issued in Brazil | Passenger complaint against airlines — National Civil Aviation Agency (Anac) |
| Türkiye | Flights departing from Turkish airports and flights operated by Turkish carriers to Türkiye | YHK Passenger Rights Guidance |
| United Arab Emirates (Abu Dhabi) | Flights departing from, arriving in, or transiting through UAE airports (including Abu Dhabi) on registered carriers | Abu Dhabi’s aviation grievance service https://aviationgrievance.itc.gov.ae/ |
| Thailand | Scheduled domestic and international flights departing from or operating within Thailand. | Passenger Shortcut Menu – The Civil Aviation Authority of Thailand (CAAT) | |
| Malaysia | All airlines operating in Malaysia. Rights are applicable only for incidents that happen in Malaysia | Home - FlySmart |
| Philippines | Flights operating to, from, or within the Philippines | CAB - Civil Aeronautics Board :: Philippines Passenger Bill of Rights - Civil Aeronautics Board Philippines |
| India | Domestic flights within India and international flights departing from Indian airports | AirSewa |
For other various complaint handling authorities for specific airlines, see the Key contacts and resources page
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).