Tried to complain to Flight Centre but got ignored? We’ll help you escalate it.
How to submit a complaint with Flight Centre
Filing a complaint with Flight Centre is straightforward and can be done via:
- Online Form: Go to Flight Centre’s Help Centre, find “Feedback/Complaints,” and click “Send Feedback” to access their Customer Relations form.
- Phone: Call 1800 117 747 (toll-free in Australia), Mon–Fri, 10am–4pm AEST/AEDT.
- Email: Send your details to customer.relations@flightcentre.com.au — include booking refs, contact info, and supporting docs.
- In-Store: Visit or ring the store you booked with and ask to speak with a Manager.
- Social Media (Optional): A polite post on Flight Centre’s Facebook or X can sometimes prompt faster replies.
Pro Tip: Be clear and factual. Include your booking reference, dates, staff names, and the outcome you want (e.g. refund, rebooking, apology).
Once submitted, your complaint is handled by Flight Centre’s Customer Relations Team:
- Acknowledgment: Expect confirmation within a few business days.
- Investigation: Your assigned rep will liaise with the relevant store, agent, or third-party (e.g. airline).
- Communication: You’ll likely get follow-up emails or calls for clarification.
- Resolution Offer: May include a refund, credit, rebooking, apology, or voucher (e.g. $200 travel voucher offered in one case).
- Timeframes: Simple cases resolve in 1–2 weeks. Complex ones (e.g. airline refunds) may take longer.
- Follow-Up: After resolution, you might receive updated docs or be asked for feedback.
Flight Centre emphasises efficiency and fairness, but do follow up with support if things stall. Stay polite but persistent.
Common complaints against Flight Centre
Here’s what consumers most often complain about:
- Refund Delays & Fees: Complaints about delays, fees for cancelled trips, and credit-only refunds.
- Poor Communication: Reports of unanswered emails and “chasing” for updates.
- Booking Errors & Misrepresentation: Mistakes in bookings, then charges to fix them.
- Pressure Selling & Pricing Issues: Complaints about upselling, hidden fees, and price mismatches.
- Customer Service Attitude: Rudeness or dismissiveness from staff, especially post-booking.
- Travel Changes & Cancellations: Last-minute changes not communicated, costly rebookings.
- COVID-19 Refunds: Delayed or partial refunds, credit vouchers, and dissatisfaction from that period.
These frustrations echo across review platforms, but Flight Centre does resolve many issues when escalated.
Real complaints submitted through Ajust
I was shocked when Flight Centre refused to honour the travel credits I was issued during COVID. I’d made plans around using those credits, only to hit wall after wall. It’s exhausting chasing something that should be mine by law. - Ashleigh
I waited months for a refund Flight Centre promised back in January. After multiple follow-ups, I still had no idea where my money was or when it might arrive. The silence made me feel completely disregarded. - Charlotte
I trusted Flight Centre to handle my booking details correctly, but they reversed my arrival and departure destinations. Fixing it was stressful, and it felt like no one took accountability for their mistake. - Anonymous
I relied on my Flight Centre consultant to handle my travel vouchers properly, but their poor advice cost me nearly $10,000. As a single mum, that was devastating. I feel misled and completely let down. - My
How other Flight Centre complaints got resolved
Refund Delay → $200 Voucher: A customer received a goodwill voucher after poor communication delayed their refund.
Agent Error → Free Rebooking: When a flight was cancelled in error, the head office rebooked it at no extra cost.
Service Complaint → Retention Offer: A loyal customer was offered free service and benefits to stay with Flight Centre.
If you’re stuck or not satisfied with their first response:
- Ask for a Senior Review: Request the Customer Liaison Manager or Dispute Resolution team review your case.
- Write to Head Office:
Flight Centre Travel Group
275 Grey Street, South Brisbane QLD 4101
Email: customer.relations@flightcentre.com.au - Follow Up by Phone: Call 1800 117 747, provide your case number, and note the escalation.
- Keep Records: Save all emails, dates, and contact names for future reference.
Internal escalation often leads to better outcomes, especially for refunds or policy exceptions.
If internal escalation doesn’t resolve your issue, here’s where to go next:
- State Fair Trading Offices: Lodge complaints with NSW Fair Trading, Consumer Affairs Victoria, etc.
- ATAS (Travel Ombudsman): Lodge via the ATAS site if Flight Centre breached travel industry standards.
- ACCC: Report systemic issues (e.g. unfair terms) via the ACCC's online form.
- Small Claims Tribunals (e.g. NCAT, VCAT): For refund or compensation disputes.
- Media & Forums: As a last resort, post publicly or contact consumer advocacy media.
These channels often prompt faster responses. Just letting Flight Centre know you’ll escalate can get things moving.
- Customer Relations Form: Flight Centre Help Centre > Feedback
- Phone Support: 1800 117 747 (Customer Relations) | 133 133 (Sales)
- Email: customer.relations@flightcentre.com.au
- Head Office (Written Complaints):
Customer Relations Manager
Flight Centre Travel Group
275 Grey Street, South Brisbane QLD 4101 - ATAS Complaint Form: atas.com.au/lodge-a-complaint
- ACCC Consumer Report: accc.gov.au/contact-us
- State Fair Trading: Search “Flight Centre complaint [your state] Fair Trading”
Flight Centre Complaints FAQs
How do I get the fastest response when complaining to Flight Centre?
The fastest way is through their online Customer Relations form or a direct phone call during business hours. Including all key details upfront-booking reference, dates, documents, and your requested outcome-can speed up resolution. Social media posts may help nudge action, but formal channels are more reliable for documented follow-ups and escalations.
What should I do if Flight Centre delays my refund?
If your refund is delayed, follow up with the Customer Relations Team and request escalation to a senior case manager. Keep records of all emails, dates, and promises made. Mentioning that you're prepared to contact ATAS or Fair Trading can encourage quicker responses. Flight Centre often resolves cases faster when you show persistence and documentation.
Can Flight Centre complaints be escalated outside the company?
Yes, you can escalate unresolved issues to regulators like ATAS, your state’s Fair Trading office, or even small claims tribunals. Use these external bodies when Flight Centre’s internal process stalls or refuses fair compensation. Many consumers see faster action once they signal intent to go public or legal.
What are common mistakes to avoid when complaining to Flight Centre?
The biggest mistake is being vague or emotional instead of clear and factual. Avoid calling without written follow-up, forgetting your booking reference, or not specifying your desired resolution. The more organised and assertive you are, the harder it is for your complaint to be ignored or delayed.
You’ve done your part, now it’s time to hold Flight Centre accountable.
Take the final step and submit a complaint that gets seen and responded to.