You can reach out to the airline directly whenever you need support, whether it’s for making changes to your flight, requesting a ticket refund, dealing with delays or tracking down lost luggage. Airlines can also assist with general inquiries, special requests or if you’d like to share feedback or lodge a complaint.

As of early 2026, there has been an uptick of flight cancellations and travel disruptions. Read on if you're wondering how to contact an airline or travel agent.

Who should I contact about my flight booking?

The golden rule: contact whoever you booked with. That's usually either the airline directly or a travel agent (including online booking platforms). Here's how to tell the difference.

If you booked directly with the airline

You booked your flight directly with the airline if you went to the airline's own website or app like Qantas.com, Virginaustralia.com or Jetstar.com and paid through them.

In this case, contact the airline's customer service team. They have full access to your booking and can rebook you, process refunds and issue vouchers.

If you booked through a travel agent or booking platform

If you booked through a travel agent (online or in person), the booking is technically held by them. That includes platforms such as Webjet, Booking.com, Expedia or Flight Centre.

In this case, your first point of contact for changes, cancellations, or refunds should be your travel agent, not the airline. The airline may not be able to make changes to your booking on your behalf, even if you phone them directly.

That said, if your flight is cancelled or disrupted during active travel (you're at the airport or mid-journey), it's worth speaking to airline staff on the ground, as they can often accommodate you on the next available service regardless of how you booked.

What about Skyscanner?

Skyscanner is a flight search engine. We search across hundreds of airlines and booking sites to find you the best options. When you click through and complete a booking, you're booking directly with the airline or travel agent, not with Skyscanner.

That means Skyscanner can't modify, cancel, or refund your booking. For any changes, go back to whoever took your payment. That's the airline or the third-party site you booked through.

If you're not sure who that is, check your booking confirmation email. The sender or the 'booked with' details will tell you.

Airline customer service contacts in Australia

Use this table to find the right number or online channel for your airline. Silmultaneously try online options during major disruptions. Phone wait times can be long when many travellers are affected at once.

Phone numbers accurate as of 18 March 2026.

Travel agent service contacts in Australia

If you booked your flight through a travel agent, you will need to contact them directly. Many travel agents have moved away from phone contact customer service and only provide customer support via their website or app.

Contact information accurate as of 18 March 2026.

What to do if your flight is cancelled or disrupted

Flight disruptions and cancellations are stressful, but there are a few clear steps you can take straight away to protect yourself and get moving again.

• Step 1: Don't leave the airport or hang up just yet: If you're at the airport, speak to airline staff at the gate or check-in desk before you go anywhere. Airlines can often rebook you on-the-spot during significant disruptions.

• Step 2: Check your email and the airline's app: Airlines typically notify passengers by email or push notification when a flight is cancelled or significantly delayed. Check your inbox and, if the airline has an app, open it — many airlines now allow you to self-serve a rebooking from your phone without needing to queue or call.

• Step 3: Know what you're entitled to: If a cancellation is within the airline's control the airline is generally required to rebook you to the next available flight, offer a refund, and provide meals and accommodation during the delay.

• Step 4: Keep all receipts: You may be able to claim costs on extra expenses from the airline, particularly if the disruption was within their control.

• Step 5: If you booked through a travel agent: Call or message your travel agent as soon as possible. They should be managing the rebooking on your behalf.

If your booking includes travel insurance, check your policy. Flight cancellations are commonly covered, particularly where the disruption is not caused by an extraordinary event like severe weather.

Read more about what to do if your flight is cancelled.