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SPECIAL COVID-19 NOTICE.

PLEASE READ THIS PAGE IN FULL TO UNDERSTAND HOW ACA CAN BEST SERVE YOU AT THIS DIFFICULT TIME DURING THE COVID-19 CRISIS.

Due to the unprecedented level of enquiry, as a result of the crisis caused by the global pandemic and Australian government travel ban, Australian Airlines are currently experiencing exceptionally large volumes of calls and emails requesting information to cancel, change, rebook and alter bookings.

We ask for your patience and understanding during this time please. Whilst every customer is important, requests must be prioritised based on departure dates.

Please also note that the ACA is not in a position to provide general advice either via telephone or email. The ACA can only respond to eligible complaints that have been raised via the ACA website.

The majority of complaints currently being received here at ACA are ineligible for review pursuant to the ACA Charter. ACA cannot accept complaints of the following nature:

  • You have been offered a credit, and want a refund instead;
  • You are having difficulty communicating or getting a response from an airline
  • You feel there is a delay in the payment you are expecting for your refund.

In order for your ACA complaint to be accepted you must have done the following:

  • Contacted the airline via the designated complaints area and followed their complaints process in its entirety as per their Customer Charter- generally speaking, phone calls and chat discussions are not considered to be part of the airlines complaints process.
  • Allowed the airline appropriate time to respond to your matter including additional time if requested by the airline due to unprecedented levels of enquiry.
  • When you lodge your complaint with the ACA please ensure you have included the reference number of the complaint you have lodged with the airline as well as any membership numbers or booking numbers appropriate to your complaint.

 

 

 
 
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