

Had an issue with Aunt Betty? Get a real response.
How to submit a complaint with Aunt Betty
Call 24/7: (+61) 02 8357 1165. Have your Aunt Betty booking reference, passenger names, dates, and any receipts/screenshots ready so the agent can locate your file fast.
Online contact form: Use the Contact Us form on auntbetty.com to log a written complaint. Choose the relevant topic (refunds, changes, documentation), add your booking reference and a clear description, and attach evidence (e-tickets, screenshots). You’ll receive a response by email/phone.
Email support: Write to assist@auntbetty.com with your booking reference in the subject line. State the issue, what you want (refund/rebooking/fee waiver), and include proof (receipts, airline notices).
App & social: You can manage basics in the app and flag issues on social, but always submit via phone/form/email so it’s officially ticketed.
No physical stores: Aunt Betty is online-only (part of Flight Centre). Flight Centre retail stores generally can’t access Aunt Betty bookings, so use the channels above.
Pro tip: Ask for a case/reference ID and note the agent’s name. Keep all replies in one email thread for easier tracking.
Acknowledgment & triage: Your complaint is logged. Phone issues are often handled on the spot, form/email submissions get a confirmation and case ID.
Who works your case: The 24/7 Customer Care team reviews details, liaises with airlines/suppliers when needed, and may assign a case manager for complex matters.
Updates: Expect updates via your chosen channel (email/phone). If a promised update date passes, follow up with your case ID.
Typical timelines:
- Same day–48 hrs: Simple fixes (name corrections, docs re-send, minor fee queries).
- Changes/rebookings: Depends on fare rules and airline availability; often resolved within a few days once you approve costs/options.
- Refunds via airline: Airlines commonly quote up to ~12 weeks to release funds back to the agent. Many clear sooner, some take longer. Aunt Betty should confirm when submitted, and when funds return/are paid to you.
Outcome: You’ll receive written confirmation of the resolution (refund to original payment, reissued e-tickets, credit, or a policy-based explanation). If the service fell short, a goodwill gesture may be offered case-by-case.
Common complaints against Aunt Betty
- Refund delays on cancelled flights: Waiting on airline funds can drag and alack of proactive updates increases frustration. Tip: Submit all forms promptly, note the quoted timeframe and follow up with your case ID.
- Hard to reach support / slow replies: Peak periods = long queues. Call at off-peak times, keep emails in one thread, check spam/junk for replies.
- Change/rebooking fees & rules confusion: Agent fees + airline penalties can stack. Check fare conditions before booking and ask for all options (waivers, credits) in writing.
- Baggage/add-on mismatches: Paid baggage or seats not showing on the airline system. (Tip: Always verify in the airline’s Manage Booking section. If missing, send proof immediately and request correction before travel.)
- Checkout extras & payment surprises: Insurance, seat fees, payment surcharges surfacing late. (Tip: Untick unwanted extras, screenshot the final price.
- Scripted or circular support: Being bounced between airline and agent.
Complaints submitted through Ajust
How other consumers Aunt Betty complaints got resolved
Long refund delay → resolved after escalation: A traveller waited months for a medical-reason refund. After escalating to a senior manager, the refund was processed.
Baggage included but not ticketed → traveller paid at airport: Confirmation showed 1 x 25kg, but the e-ticket showed 0kg. The issue wasn’t fixed in time so the traveller paid at the airport and later sought reimbursement.
Seat assignment confusion → fixed by phone: A customer couldn’t confirm seats online but an agent secured them over the phone.
- Ask for a supervisor/case manager: If policy replies don’t address your evidence, request senior review on the call/chat or via email.
- Flight Centre Customer Relations (parent company):
- Phone: 1800 117 747 (Mon–Fri, 9am–5pm AEST)
- Feedback form: via Flight Centre Help Centre (submit “Formal Complaint – Aunt Betty”)
Provide your ABY reference, timeline, all evidence, and the resolution you seek.
- Phone: 1800 117 747 (Mon–Fri, 9am–5pm AEST)
- Keep momentum (politely): If a callback deadline passes, follow up referencing prior commitments.
- Signal next steps: If internal escalation stalls, note you’ll approach ATAS / Fair Trading (see next section). Stay factual and courteous.

- ATAS (AFTA Travel Accreditation Scheme): If unresolved after giving the company reasonable time, lodge a free dispute. ATAS will contact the agent and attempt a resolution.
- State/Territory Fair Trading / Consumer Affairs: Government assistance under Australian Consumer Law (ACL) for service failures, misleading conduct, unfair terms.
- ACCC: Report systemic issues (they don’t resolve single cases but action patterns).
- Airline Customer Advocate (ACA): If the core issue is with an Australian airline after you’ve tried the airline directly.
- Chargeback via your bank: For “service not provided” or “refund not received,” supply receipts, timelines, and correspondence.
- Small claims tribunals (NCAT/VCAT/QCAT, etc.): Last resort for enforceable outcomes.
- Contact form: https://www.auntbetty.com/contact-us
- 24/7 Customer Care (AU): +61 2 8357 1165
- Support email: assist@auntbetty.com
- Help & FAQs: https://www.auntbetty.com/help
- Terms & Conditions: https://www.auntbetty.com/terms-and-conditions
- Flight Centre Customer Relations (parent company): 1800 117 747 • https://help.flightcentre.com.au
- ATAS complaint: https://www.atas.com.au/lodge-a-complaint
- NSW Fair Trading (find your state’s portal): https://www.fairtrading.nsw.gov.au/complaints
- ACCC – report/get advice: https://www.accc.gov.au/contact-us
- Airline Customer Advocate: https://www.airlinecustomeradvocate.com.au
Aunt Betty Complaints FAQs
You’ve done your part, now it’s time to hold Aunt Betty accountable.
Take the final step and submit a complaint that gets seen and responded to.