Had an issue with
Aunt Betty
? Get a real response.

Ajust helps you send a clear complaint to
Aunt Betty
that actually gets through. No dead ends, just action.

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Edited by:
Ajust Content Team
Last updated:
October 14, 2025
AI-sourced. Human-edited. Made clear for you.

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.

What happens after you submit a complaint to Aunt Betty?

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.

How to escalate a complaint with Aunt Betty

  1. Ask for a supervisor/case manager: If policy replies don’t address your evidence, request senior review on the call/chat or via email.

  2. 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.

  3. Keep momentum (politely): If a callback deadline passes, follow up referencing prior commitments.

  4. Signal next steps: If internal escalation stalls, note you’ll approach ATAS / Fair Trading (see next section). Stay factual and courteous.

Regulatory & Ombudsman Information for Aunt Betty

  • 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.

Official Aunt Betty Complaint Resources & Links

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.