Independent consumer advocate

Airline refused or ignored you? Get it sorted before the ACA.

The ACA will not look at your complaint until you have been through the airline first. Ajust does that part. Tell us what happened and we do the chasing: emails, escalations, and a record of every reply. While you get on with your life.

Start with Ajust

4.8 (556 Google reviews)

Free to start. Money back if we don’t get the result.

Ajust Online and ready to help

Start here before the Airline Customer Advocate:

Virgin Australia

Flying anyone else? The ACA cannot take your complaint. Ajust still can.

or tell us what happened

$1+ million recovered for Australian consumers

As featured in

Some recent wins for Ajust customers

What is Ajust

Ajust is an independent consumer advocate.

If an airline has stopped listening, we take the complaint off your hands and deal with them for you. We put it in writing, send it to the right team, and chase the reply.

If the airline still will not move, you finish with a documented case you can take to the Airline Customer Advocate yourself.

“Ajust helped me achieve a resolution to a stalemate situation that had been going around in circles for 4 months with only pro forma answers to our request for a refund of airline tickets which had to be cancelled due to a tragic death in our family. I am pleased to say that after using the Ajust site we got a full refund!”

Sandi Clarke · airline ticket refund

What Ajust can help with

What Ajust can help with before the ACA.

Delays or cancellations

Ajust contacts the airline first and helps push for a response.

Baggage, refunds or fees

Turn the issue into a clearer direct complaint before escalation.

No response

If the airline has gone quiet, create a cleaner complaint trail.

Escalation path

Work out whether the ACA covers your airline, or another path fits.

How it works

Three steps before the ACA.

Tell Ajust what happened

Share the airline, flight and response so far.

Ajust checks the path

The agent checks the rules, evidence and strongest request.

Ajust contacts the airline

We send the stronger direct complaint before escalation.

Before you start

A few quick answers.

It is free to talk to the agent and find out where you stand. If you decide to go ahead, our fee is around 10% of the amount you are trying to recover, and it is charged upfront. If we do not get the outcome, you get that fee back.

Ajust is an independent consumer advocate. We are an Australian company, not a government body and not the Airline Customer Advocate. The ACA is funded by the participating airlines. We are not. We act for you, not for the airline.

No. The ACA will not look at your complaint until you have raised it with the airline, asked them to review their response, and allowed the timeframes set out in that airline’s Customer Charter. Ajust does exactly that step and keeps the record of it. Using Ajust does not affect your eligibility: the ACA only rules you out if you have already taken the same matter to a court, tribunal or government authority, and we are none of those. Keep an eye on the clock though, as the ACA only accepts complaints about events in the last 12 months.

The ACA only covers Qantas, Jetstar and Virgin Australia. If you flew anyone else, they cannot take your complaint at all. Ajust can. We deal with any airline that sold you a ticket, and if the airline still will not budge you have lost nothing: you keep the full written record, and your fee comes back to you.

Sometimes, yes. It is free, and if you have already been through the airline’s own process you may be eligible. Worth knowing first: the ACA is funded by the participating airlines and says it has no independent power to decide your complaint. It passes your case to a manager at the airline and asks for a response within 20 working days. Ajust is worth it when you would rather not handle the complaint yourself, or you are not sure how to put it.

Real customer outcomes

Get it sorted in days, not months.

“Ajust was excellent at resolving my complaint that I had with Air New Zealand. The issue was with my bag damage report and the airline hadn’t responded, so I decided to go with Ajust and they resolved the complaint.”

Rodney Fleiszig · Air New Zealand

“Could not get Virgin to credit my FF account after many emails and phone calls to them, so wrote to Ajust and bingo — fixed quickly.”

Nickolas H. · Virgin Australia

“Was hearing nothing back from Virgin Australia about replacement flights. Finally sent a query through Ajust. They followed up a week later and sent a prompt to VA. Ta da! Solution. Am sure would still be waiting otherwise.”

Jessica Lightfoot · Virgin Australia

“… Ajust was basically a final attempt before I spoke to the ACCC. Ajust gave us hope that with submission of evidence and complaint tracking that our issue would be understood first go and the matter resolved.”

Katrina Eite · Virgin Australia

Ajust

Start with Ajust before the ACA.

Ajust is independent, not the ACA. Start free and let the agent contact the airline before you escalate.

Start with Ajust 4.8 (556 Google reviews)

Airline tickets · refunded in full