How to contact

Flight Centre

 customer support fast

Flight Centre offers a wide range of customer support channels, from a 24/7 national phone line and live online chat to email, social media, and in-store help at locations across Australia. Customers can access support daily, typically from 7 am–10 pm on weekdays and shorter hours on weekends.

While some travellers report positive experiences with friendly agents and seamless bookings, many others express frustration (especially when dealing with refunds, cancellations, or post-booking problems). Service quality varies depending on the consultant and situation, with the most praise given for in-store advice and the most criticism aimed at refund handling and delayed communication.

Flight Centre’s most frequent complaints revolve around slow refund processes, especially during peak disruption periods like COVID-19. Customers report waiting months for funds and facing repeated back-and-forth communication, often being told the delay is due to suppliers or airlines.

Additional frustrations include:

• Cancellation fees and travel vouchers that replace cash refunds.
  
  
• Poor communication, such as unanswered emails and lack of proactive updates.
  
  
• Booking errors (e.g. incorrect passenger details) that are time-consuming or costly to fix.
  
  
• Inconsistent customer service, where some agents go above and beyond, but others deflect responsibility or become unhelpful.
  

Overall, while many enjoy booking with a trusted agent, complaints around follow-up support remain a significant pain point.

You’ve got options when it comes to getting in touch with Flight Centre:

• 📞 Call the hotline: For general support, call 133 133. For emergencies overseas, dial +61 7 5631 8920.
  
  
• 💬 Use live chat: Available via the Flight Centre website during business hours. This is perfect for quick questions.
  
  
• 📧 Email or submit feedback: Reach Customer Relations at customer.relations@flightcentre.com.au or use the online complaints form.
  
  
• 🏪 Visit a store: Use the Store Locator to find your nearest branch. In-person help can be faster for some issues.
  
  
• 💡 Try social media: Message them on Facebook or Twitter for minor queries.
  
  
• 🌙 After-hours? Use the emergency line or try live chat for urgent problems. The Help Centre online FAQ also has self-help guides.
  
  

Tip: Always have your booking reference handy, and document all contact attempts if you’re chasing a resolution.

Here’s what you need to know about Flight Centre’s service policies:

• Cancellation Fees: Domestic and Trans-Tasman bookings may incur a $50 per person fee. International bookings (pre-COVID) carried a $300 per person fee, though this was waived during the pandemic.
  
  
• Refund Processing: Refunds are only issued once the supplier returns the funds. This can take weeks or even months.
  
  
• Travel Vouchers vs. Refunds: Be cautious. Accepting a voucher might waive your right to a refund. Ask for clarity.
  

• Captain’s Package Perks: Some bookings include fee waivers and faster support. Check your inclusions.
  
  
• Complaints Process: Lodging a formal complaint online is the first step. If unresolved, you can escalate to management or even consumer protection bodies like Fair Trading or the ACCC.
  
  

Always read the fine print before booking. Policies can change, and informed customers are better protected.