The Aviation Consumer Ombuds Scheme is not currently legislated, which means the interim ombudsperson has no formal resolution or investigative powers for consumer complaints about airlines and airports. The official Scheme is expected to begin operating in 2026/2027.
In the interim, consumers should use existing channels to resolve their complaints. Below are some useful tips and contacts to help you resolve your complaint.
Airline and airport related complaints
Always attempt to resolve your complaint with the relevant airline, airport or travel agent in the first instance
Most airlines and airports publish information about lodging and resolving a complaint on their websites, which will generally also have information on the conditions of carriage / terms and conditions of the services and products they provide to you. If you have booked through a travel agent they may have different terms and conditions as well. See our Airline and Airport Information section for helpful information for the major domestic airlines, some international airlines and major airports.
Always consult the conditions of carriage / terms and conditions to better understand your rights and ensure your complaint is valid and check with your travel agent to understand how they will actually assist you if something goes wrong.
Familiarise yourself and follow the complaint handling procedures and timeframes of the relevant airline or airport, as set out in their Customer Charters (or similar).
If you think your experience with an airline or airport may breach Australian Consumer Law, you can find information on your rights on the Australian Competition & Consumer Commission’s (ACCC) website.
If you flew internationally, the Montreal Convention, which is a treaty that protects passenger rights, may be relevant to your complaint.
If possible, try to obtain a reference number for your complaint with the airline or airport, and keep a record of your correspondence with them.
If you are dissatisfied with the response to your complaint, the airline or airport’s complaint procedures may incorporate an internal escalation and review process. You may wish to ask for this.
Only after you have exhausted all avenues with the airline, airport or travel agent, and if your complaint remains unresolved, consider contacting:
- The Airline Customer Advocate (ACA), if your complaint relates to Qantas, Jetstar or Virgin. The ACA has complaint eligibility criteria that you should be aware of before lodging your complaint there. If you cannot obtain a reference number or experience difficulties lodging your complaint with the ACA online, you can contact the ACA for assistance on 1800 813 129 or generalenquiries@airlinecustomeradvocate.com.au.
- Your local state or territory consumer protection agency. The ACCC provides information on how to make a complaint about a potential breach of your Australian Consumer Rights to your local state or territory agency.
- For international flights, you might identify the local, country-specific regulator is more appropriate to manage your complaint. Some countries have specific air passenger protection schemes, rules and processes to escalate complaints when airlines fail to comply with passenger rights. Examples include the:
- European Commission's network of National Enforcement Bodies responsible for enforcing EU261 rights
- Canada’s Air Passenger Protection Scheme
- UK’s alternative dispute resolution scheme
- US Department of Transportation
- Brazil's National Civil Aviation Agency
- Türkiye's SHY-PASSENGER Regulation
- Abu Dhabi’s aviation grievance service
- Civil Aviation Authority of Thailand airline complaint procedure
- Indian Ministry of Civil Aviation’s AirSewa grievance service.
- If your matter relates to an accredited travel agent, the Australian Travel Industry Association (ATIA) accredits travel agents to provide services to quality standards and undertakes an independent complaints process for ATIA-accredited travel agents. Complaints can be lodged on the ATIA website. Note that not all travel agents are ATIA-accredited. The Australian National Contact Point for Responsible Business Conduct’s website contains information on how to submit complaints about travel agents based in other OECD countries.
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.
Other aviation related complaints and handling bodies
Security screening related complaints
The Department of Home Affairs provides information on its website about security screening, including your rights at security screening points. If you feel you have experienced an inappropriate screening process, the Department of Home Affairs advises you to speak with a supervisor at the screening point. You can also lodge a complaint with the airport, ask a supervisor or check the airport’s website.
Discrimination related aviation complaints
If your matter relates to potential discriminatory treatment and you reside in Australia, you may wish to consult the Australian Human Rights Commission website for information on discrimination, human rights breaches, and how to lodge a complaint .