If you are able to answer “yes” to all of these questions below, you may lodge a complaint with the Airline Customer Advocate.

Please note that you cannot use the services of the Airline Customer Advocate in relation to your 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.

• Is your complaint about a participating airline?
• Is your complaint about the airline’s services? Your complaint must be about one of the services listed.
• Have you already tried to resolve your complaint directly with the airline concerned? You must have followed the complaints process set out in the applicable airline’s Customer Charter, sought a review of the response, and allowed for the timeframes specified in the Customer Charter.
• Does your complaint relate to an event or circumstances that occurred within the last 12 months?

If the answers to these questions are yes, we may be able to help.