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Please read this page in full to understand how the Airline Customer Advocate (ACA) can best assist you at this time.

Due to the unprecedented level of enquiry caused by the ongoing impacts of COVID-19, Australian domestic airlines are currently experiencing significant volumes of calls and emails in relation to flight changes, cancellations, credits and refunds.

We ask for your patience and understanding during this time.

The ACA can only respond to eligible complaints that have been raised via the ACA website.

Many complaints currently being received here at the ACA are ineligible for review pursuant to the ACA Charter.

A customer needs to submit their complaint to the airline first, await a response, and ask the airline to review the outcome if it is considered inadequate. You must complete these steps before submitting a complaint to the ACA or it will be deemed ineligible.

In general, phone calls and chat discussions are not considered to be part of the ACA’s complaints process.



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