Airlines complaints and enquiries
Find out your options when making a complaint or enquiry about airlines and their services.
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
- 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.
Types of complaints you can make to the Airline Customer Advocate
When making a complaint to the Airline Customer Advocate, it must be about:
- a participating airline
- the airline's services
- an event or circumstance occurring within the previous 12 months.
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).
Make a complaint to Fair Trading
If you have an issue and you have been unable to resolve this directly with the airline or the Arline Customer Advocate, you can make a complaint with NSW Fair Trading.
When making a complaint about airline services, you should include copies of any:
- receipts or proof of purchase
- reports you may have that indicate a product or service has failed
- correspondence with the business, where you have tried to resolve the dispute
- other relevant documents.
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.
By mail
Complete our General complaint form (PDF 975.32KB), attach supporting documentation and mail to:
NSW Fair Trading
PO Box 972
Parramatta NSW 2124
Ask a question
If you are unable to find the information you need, you can call us on 13 32 20 between 8:30am to 5pm on Monday to Friday. You can also use our form to make an enquiry.
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.