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Had an issue with Webjet? Get a real response.
How to submit a complaint with Webjet
Need to complain about a flight, hotel, or refund? Here’s how to lodge a complaint with Webjet quickly:
- Call Webjet Customer Support (24/7):
- 📞 Within Australia: 1800 935 929
- 🌐 Overseas: +61 3 7043 9058
- Have your booking reference ready for faster help.
- 📞 Within Australia: 1800 935 929
- Submit the Compliments & Complaints Form:
- Visit Webjet’s Support page → Look for “Submit Feedback” under “Compliments & Complaints.”
- Fill in your booking number and details.
- Visit Webjet’s Support page → Look for “Submit Feedback” under “Compliments & Complaints.”
- Email for Refunds:
- ✉️ refundassist@webjet.com.au
- Include booking info, cancellation proof, and supporting docs.
- ✉️ refundassist@webjet.com.au
- Use “Change My Booking” Forms:
- For change or cancellation issues, submit via the dedicated Webjet form first.
- Mention this in your complaint if there was no resolution.
- For change or cancellation issues, submit via the dedicated Webjet form first.
- Social Media Follow-up (Optional):
- Reach out via Facebook or @Webjet on X (formerly Twitter) after submitting an official complaint. Airbnb's support may respond faster.
- Reach out via Facebook or @Webjet on X (formerly Twitter) after submitting an official complaint. Airbnb's support may respond faster.
📎 Tip: Always include key info - booking ref, travel dates, passenger names, and any proof (emails, screenshots, etc.) - for a faster resolution.
Once you’ve submitted your complaint, here’s what to expect:
- ✅ Acknowledgment: You’ll receive an automated confirmation or reference number.
- 🔍 Investigation: Webjet’s team will review your booking and reach out to any airlines or hotels involved.
- 📞 Communication: They may contact you for more details and will update you via phone or email.
- ⏱ Timeline:
- Simple issues: within a few days.
- Complex ones (refunds from airlines): up to 10+ business days.
- Simple issues: within a few days.
🎯 Resolution examples include:
- Processing refunds or credits
- Fixing booking errors
- Offering goodwill gestures (e.g., fee waivers)
If you’re not satisfied, Webjet allows you to request a senior-level review.
Common complaints against Webjet
Here’s what Webjet customers often raise:
- 💸 Refund Delays & Fees: Long waits (especially post-COVID), and non-refundable booking fees.
- 📞 Support Wait Times: Long phone hold times or slow email replies.
- 🧾 Booking Glitches: Missing passenger names, wrong confirmations.
- 🔄 Changes/Cancellations: Frustration over high fees, failed changes, or downgrades after rebooking.
- 💰 Hidden Fees or Price Changes: Complaints about fees not clearly shown or price jumps mid-booking.
- 🤷 Miscommunication or Misinformation: Some customers report getting incorrect advice or poor support.
- 🏨 Third-Party Problems: Airline or hotel issues often get blamed on Webjet, even if it’s out of their control.
🔎 Many complaints come from misunderstanding that Webjet is an agent between you and the airline/hotel, this affects refund speed and policies.
Webjet complaints submitted through Ajust
I booked a Qantas flight because I specifically didn’t want to travel with Jetstar, but after paying, my booking changed to a Jetstar-operated flight without clear warning. This happened twice. Each time I complained, I lost money on refunds, waited on hold for ages, and never received my itinerary. I felt misled, ignored, and worn down by the whole process. - Loise
I made a booking for myself and my girlfriend, but after payment, the system duplicated my name across all flights. I contacted Webjet immediately and was told nothing could be fixed. After that, calls dropped or went unanswered, and I later realised there was no real support available. It felt like a platform that takes your money and disappears when something goes wrong. - Paul
After spending hours on the phone just to change a flight, I was issued a credit with unclear conditions. Key details were missing, and I was later told the credit had already expired for my intended travel. Webjet admitted it was an error but offered no solution or compensation. A promised follow-up call never came, leaving me frustrated and dismissed. - Azra
I had to cancel a family trip after medical advice told my wife not to fly during a pregnancy scare. I provided hospital documentation, but Webjet took weeks to respond and claimed it didn’t meet compassionate grounds. Qantas later confirmed it did and that no refund request was ever made. I was pushed into limited credits and high fees, with no accountability. - George
How other consumers Webjet complaints got resolved
COVID Refund Resolved: A customer waited months after a cancelled flight. After emailing refundassist@webjet.com.au with all documentation, they received a full refund (minus booking fees) within a week.
Hotel Closed on Arrival: A hotel in Singapore had shut down. The customer provided proof (disconnected phone, signage), and Webjet refunded the full cost within days and apologised.
Flight Downgrade Mistake: A customer paid for Business Class, but a rebooking changed it to Economy. Webjet fixed it by putting the customer on an earlier Business flight at no extra charge.
Not happy with Webjet’s first response? Here’s how to escalate:
- Request Internal Escalation:
- Ask for a senior staff member to review your case.
- Webjet commits to a final response within 10 business days for escalations.
- Ask for a senior staff member to review your case.
- Escalate to ATAS (Industry Mediation):
- Webjet is ATAS-accredited, meaning you can file a complaint at atas.com.au or call (02) 9287 9900.
- ATAS can mediate and hold Webjet accountable to its code of conduct.
- Webjet is ATAS-accredited, meaning you can file a complaint at atas.com.au or call (02) 9287 9900.
- Contact Consumer Protection (Fair Trading):
- State-level agencies (like NSW Fair Trading, Consumer Affairs Victoria) may help if you believe Webjet breached consumer law.
- State-level agencies (like NSW Fair Trading, Consumer Affairs Victoria) may help if you believe Webjet breached consumer law.
- Consider Legal Action (Small Claims):
- For unresolved cases where money is owed, you can lodge a claim with your local tribunal (NCAT, VCAT, QCAT).
- For unresolved cases where money is owed, you can lodge a claim with your local tribunal (NCAT, VCAT, QCAT).
- Social Media/Public Escalation:
- Use this only after official routes. A factual post on X or Facebook can sometimes prompt a faster response.
- Use this only after official routes. A factual post on X or Facebook can sometimes prompt a faster response.
If you’ve exhausted internal options, here’s where to turn:
- 🛡 ATAS (Travel Ombudsman Equivalent):
- Lodge a complaint if Webjet’s resolution is unfair.
- ATAS will review under their Code of Conduct.
- Webjet is bound by ATAS mediation outcomes.
- Lodge a complaint if Webjet’s resolution is unfair.
- ⚖️ ACCC:
- Report systemic issues (like misleading fees or refusal to refund).
- ACCC fined Webjet $9 million for pricing issues in the past.
- Report systemic issues (like misleading fees or refusal to refund).
- 🏛 State Fair Trading Offices:
- Get advice, lodge a complaint, or seek mediation support.
- Some agencies may contact Webjet on your behalf.
- Get advice, lodge a complaint, or seek mediation support.
- ⚖️ Small Claims Tribunal:
- When all else fails, you can pursue legal action through your state’s tribunal.
- When all else fails, you can pursue legal action through your state’s tribunal.
📢 No formal “travel ombudsman” exists in Australia, so ATAS and Fair Trading are your key avenues for mediation.
- 📄 Webjet Complaints Guide (PDF):
Outlines process, timelines, escalation steps.
media.webjet.com.au - 📝 Compliments & Complaints Form:
Webjet Feedback Form - 📞 24/7 Customer Service:
- 1800 935 929 (Australia)
- +61 3 7043 9058 (Overseas)
- Live Chat: 8am–10pm AEST
- 1800 935 929 (Australia)
- ✉️ Refund Email Contact:
refundassist@webjet.com.au - 🛡 ATAS Complaint Portal:
atas.com.au | (02) 9287 9900 - 🧾 Webjet Terms & Conditions:
Review refund, booking, and cancellation policies. - ⚖️ ACCC & Fair Trading Resources:
Webjet Complaints FAQs
How do I submit a complaint to Webjet the fastest way?
The fastest way is to contact Webjet directly with your booking reference using phone support, the online Compliments & Complaints form, or the refund email. Phone support works best for urgent flight or hotel issues, while the complaints form creates a written record. For refunds, emailing refundassist@webjet.com.au with full documentation usually speeds things up. Clear details upfront reduce back-and-forth and delays.
How long does Webjet usually take to respond to a complaint or refund request?
Webjet usually acknowledges complaints quickly, but resolution time depends on complexity and third parties involved. Simple booking errors or service issues may be resolved within a few days. Refunds linked to airlines or hotels can take 10 or more business days, especially if the airline controls the funds. Keeping proof ready helps prevent extra follow-ups.
What should I include in a Webjet complaint to avoid delays?
You should include your booking reference, travel dates, passenger names, and clear evidence of the issue. Supporting documents like cancellation emails, screenshots, or hotel closure proof make a big difference. A concise explanation of what went wrong and what outcome you want helps Webjet assess the case faster. Missing details often cause delays or generic responses.
What can I do if Webjet ignores my complaint or the outcome feels unfair?
If Webjet’s response isn’t satisfactory, you can request a senior review and then escalate externally. Webjet is ATAS-accredited, so ATAS can mediate disputes under its code of conduct. You can also contact state Fair Trading or consider small claims if money is owed. Escalation works best after you’ve tried Webjet’s internal process first.
You’ve done your part, now it’s time to hold Webjet accountable.
Take the final step and submit a complaint that gets seen and responded to.