Our Commitment
At Flight Scanner, we are committed to providing excellent service. However, we understand that things may not always go as planned. When issues arise, we want to ensure they are resolved quickly, fairly, and transparently.
All complaints are treated confidentially and without prejudice. We value your feedback as it helps us continuously improve our services.
What Constitutes a Complaint
A complaint is any expression of dissatisfaction regarding:
- ◆Our booking services, search results, or platform functionality
- ◆Customer service or support interactions
- ◆Billing issues, incorrect charges, or refund delays
- ◆Data privacy concerns or misuse of personal information
- ◆Conduct of Flight Scanner staff or representatives
Our Complaint Process
Submit Your Complaint
Send your complaint with your booking reference, a description of the issue, and any supporting documentation via email or phone.
ImmediateAcknowledgement
We will acknowledge receipt of your complaint and assign a dedicated case handler to review your matter.
Within 24 hoursInvestigation
Our team will thoroughly investigate the issue, liaising with relevant departments or third-party providers as necessary.
1 – 5 business daysResolution
We will communicate the outcome to you, along with any remedial actions taken. If you are satisfied, the complaint will be closed.
Within 10 business daysEscalation (if needed)
If you are not satisfied with the resolution, you may escalate the matter to a senior manager or an external dispute resolution body.
Within 15 business daysHow to File a Complaint
You can submit a complaint through any of the following channels:
Email: complaints@flights-scanners.com
Location: Australia
When filing a complaint, please include your full name, contact details, booking reference number, and a clear description of the issue.
External Dispute Resolution
If you are not satisfied with how your complaint has been handled, you may refer the matter to an external dispute resolution body or consumer protection agency in your jurisdiction.
For customers in Australia, you may contact the Australian Competition and Consumer Commission (ACCC) or your state's Fair Trading office for further assistance.
Record Keeping
All complaints and their outcomes are recorded and reviewed regularly. These records help us identify recurring issues and improve our services.
Complaint records are retained for a minimum of 7 years in accordance with Australian regulatory requirements.
Your Rights
When lodging a complaint, you are entitled to:
- ◆Be treated with respect, fairness, and courtesy throughout the process
- ◆Receive timely updates on the status of your complaint
- ◆Have your complaint handled confidentially
- ◆Escalate the matter if you are dissatisfied with the outcome
- ◆Access external dispute resolution services
See also: Terms & ConditionsPrivacy Policy