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.
Aunt Betty complaints submitted through Ajust
I paid extra for seat selection so my elderly parents could travel comfortably, but when they arrived at the airport, the airline said no seats had been reserved. After paying again directly, I was left chasing a refund that never came. It felt like no one at Aunt Betty cared about fixing their mistake. - Grace
After my flight was cancelled without notice, I spent hours trying to reach Aunt Betty with no luck. I ended up stranded, out of pocket for new flights, and still waiting for a proper response. The lack of communication was worse than the cancellation itself. - Alexandra
My flight was rescheduled to a day later, ruining my plans, and Aunt Betty’s call centre couldn’t help or even confirm my refund. I lost money and peace of mind. It’s exhausting trying to get a straight answer from them. - Claudio
I was told my booking didn’t exist when I arrived at the airport. After missing my flight and spending thousands to rebook, I spent six hours on the phone without resolution. It felt like I was shouting into the void. - Paulo
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
How do I submit a complaint to Aunt Betty the fastest way?
The quickest way to submit a complaint to Aunt Betty is by calling their 24/7 helpline at +61 2 8357 1165. Phone agents can locate your booking immediately if you provide your Aunt Betty reference, passenger names, and receipts. For written records, follow up via their online contact form or email assist@auntbetty.com so your case is officially logged and trackable.
What happens after I file a complaint with Aunt Betty?
Once you submit a complaint, Aunt Betty logs your case and provides a reference ID. Simple issues are resolved within 48 hours, while airline refunds can take up to 12 weeks. The Customer Care team updates you via email or phone, and you’ll receive written confirmation of your outcome—refund, reissue, or explanation. Always keep your case ID handy for faster follow-ups.
How can I escalate my Aunt Betty complaint if I’m not getting results?
If delays persist, ask for a supervisor or case manager. You can also contact Flight Centre Customer Relations at 1800 117 747 or via their feedback form. If internal escalation stalls, lodge a free dispute through ATAS or contact your state Fair Trading office. Keep all evidence, emails, and your case ID for smooth escalation.
Why do some Aunt Betty refunds take so long?
Refund delays usually occur because airlines control the release of funds, which can take up to 12 weeks. Aunt Betty must wait for the airline to process the refund before transferring it to you. Submitting all documents early, tracking your case ID, and following up after quoted timeframes helps speed up your refund process.
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.