Airline – Complaints & Help

Picture of a man gazing out the window of an aeroplane

Airline Complaints

To make a complaint about an airline firstly follow the airlines complaints process which will be outlined on their website. If you do not get a resolution directly from the airline then you can approach the Airline Customer Advocate.

The Airline Customer Advocate (ACA) provides a free and independent service to eligible customers of major Australian airlines by facilitating the resolution of unresolved complaints about airline services.

If you are able to answer “yes” to all of these questions below, you will be eligible to receive help from the Airline Customer Advocate.

  • Is your complaint about a participating airline?
  • Is your complaint about the airline’s services?
  • Do you want to complain about one of thebelow?
    • requests for refunds
    • discrimination and services for customers with specific needs
    • frequent flyer program terms and conditions
    • airport lounge facilities
    • safety and security
    • fees and charges
    • baggage services
    • customer service at the airport or inflight
    • telephone or internet reservations
    • flight delays or cancellations
  • 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?

Phone: 1800 813 129



Legal Aid Queensland may give you legal advice about discrimination in relation to tranport.

Phone: 1300 651 188

Office Locations: Click Here

The Basic Rights Qld disability discrimination telephone advice services provides information and advice to help a person determine if their problem is Disability Discrimination and if so, what they can do about it.

Phone: 1800 358 511

Easy English Booklet – Getting Legal Help

Legal Aid Queensland have an Easy English booklet to help people understand how to, step by step, get help for thier legal issues.

To view the guide click here

To order the booklet online click here

Phone: 1300 65 11 88