If something isn't right, we want to hear about it and fix it quickly and fairly.
Travel with Jade is committed to high-quality travel services. We value feedback and complaints because they help us improve, and we handle every complaint consistently, fairly and impartially. A complaint is any expression of dissatisfaction with a travel service we have provided.
Please include your name, your booking details, what went wrong and the outcome you are looking for. If you need help to make your complaint, just tell us and we will assist.
We will try to resolve your complaint at the first point of contact. If that isn't possible, we will investigate, keep you updated and give you our findings. Where an airline, hotel, tour operator or other supplier was involved, we may need to speak with them to fully investigate.
We record your name, contact details, the details of your complaint, the actions we take and the outcome, along with relevant dates and communications. We use this information only to handle your complaint and to improve our service, and we protect it as set out in our Privacy policy. We will not disclose your details without your consent.
Travel with Jade is accredited by ATIA, the Australian Travel Industry Association. As an accredited member, we are bound by ATIA's code of conduct, and ATIA can help resolve complaints we have not been able to resolve. Visit atia.com.au for details. You can also contact NSW Fair Trading or your state or territory consumer protection agency at any time.
If your complaint is being investigated by a consumer protection regulator or law enforcement agency, we may pause our own process until that investigation is finished, and we will assist the agency with its enquiries.
Last updated October 2026.