Travel & airlines disputes

Airlines and travel booking platforms are bound by the Australian Consumer Law like any other service provider: a cancellation or major delay within the airline's control is generally a service failure, and you are usually entitled to choose between a refund and rebooking, not just whatever the airline offers first. Lost or damaged baggage and unauthorised booking cancellations have their own, separate rights.

For airline-specific disputes, the Airline Customer Advocate (ACA) is a free, independent complaints body once the airline's own process is exhausted. For a booking platform (rather than the airline itself), the ACCC and the Australian Consumer Law still apply directly to the platform's own conduct.