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Qantas
partners with Ajust

Qantas
Complaints

The best way to resolve complaints with
Qantas

As Australia’s biggest airline, Qantas receives lots of customer complaints. In our experience, Qantas doesn't make it easy for consumers to make and resolve complaints. Ajust has offered to work with Qantas to help its customers resolve their complaints.

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Qantas

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Qantas

Have a complaint? Click below to resolve your issue with
Qantas

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Qantas
to listen to its customers and give them fair outcomes.
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COMPLAINTS SENT THROUGH AJUST

Live Campaign
Airline

Seating separation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Beatrice
Seating separation

Beatrice

May 4, 2024

Embarrassed, mortified, holiday ruined

Outcome Sought

Apology

Compensation

Other

Airline

Flight cancellations due to war

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Christopher
Flight cancellations due to war

Christopher

April 23, 2024

Incur significant additional costs

Outcome Sought

Apology

Compensation

Other

Airline

Delayed

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Adrian
Delayed

Adrian

December 7, 2023

Outcome Sought

Apology

Compensation

Other

Airline

Cancellation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Edward
Cancellation

Edward

December 2, 2023

Delayed arrival

Outcome Sought

Apology

Compensation

Other

Airline

Refund discrepancy

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Alysia
Refund discrepancy

Alysia

December 1, 2023

Customer lost a day of work

Outcome Sought

Apology

Compensation

Other

Airline

Incorrect payment deduction

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Asher
Incorrect payment deduction

Asher

November 29, 2023

Outcome Sought

Apology

Compensation

Other

Airline

Ff transfer delay

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Mary
Ff transfer delay

Mary

November 21, 2023

Inconvenience and frustration

Outcome Sought

Apology

Compensation

Other

Airline

Refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jeanna
Refund

Jeanna

November 21, 2023

Customer wants refund

Outcome Sought

Apology

Compensation

Other

Airline

refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Waeil
refund not received

Waeil

October 4, 2023

financial loss

Outcome Sought

Apology

Compensation

Other

Airline

issue with Qantas

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Caitlin
issue with Qantas

Caitlin

September 22, 2023

Outcome Sought

Apology

Compensation

Other

Consumers who are asking

Qantas

To Listen

Live Campaign
Do you manage complaints for
Qantas
?
Airline

Seating separation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Beatrice

Beatrice

May 4, 2024

Customer seeks apology from qantas for disgraceful behavior and separation from family on flight, impacting holiday experience.
To whom it may concern, We recently flew from Dubai to Prague. When we boarded our flight from Dubai, I was separated from my family, We had all purchased ‘extra leg room’ seats. However, I was seated alone, at the rear of the plane. We informed The flight crew, showing them the printed ticket and the Emirates app which showed this purchase. Two men came on board, (I presume from Emirates ground staff) and proceeded to very loudly, berate me, that our paperwork didn’t correspond with theirs! My daughter asked if she could step off the plane in order to access wifi, and show the proof of purchase. Well the response was no, ‘step off the plane and you will be removed from the aircraft’. There was no reasoning with these men, even though I had the printed information! All of this was going on in front of a plane load of passengers, embarrassed, I was totally mortified, being told I was fraudulent and basically lying. I was told to return to the seat in back or I would be removed from the plane! Their behavior was bullying, horrible and intimidating! The level of abuse to my daughter and myself was appalling, and quite literally put a damper on our holiday. Simply DREADFUL. The flight crew were also horrified by this behavior. They could clearly see the empty seat was allocated to myself as per my paperwork. I would especially like to thank Erini (pur 402076), Ghana (csv 421842) and Marinette (csv 422089) for their help, understanding and compassion In this matter. I am 78 years old, with a heart condition, I wonder what would have happened in the event of a heart attack?
Airline

Flight cancellations due to war

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Christopher

Christopher

April 23, 2024

Customer seeks full refund for canceled flights due to airspace closure and war events, facing challenges with airlines and booking agent.
My itinerary was: BOOKING REF: VUWJUZ Tickets were flexible Premium economy fares or business class fares in the case of Jordanian Air. Sunday 14 April 2024, 9am: Fly Rome to Tel Aviv on Italian Air and work in Israel/Palestine Until April 24. Thursday April 25 fly Amman, Jordan to Bkk on Royal Jordanian Airways ETA Bangkok 3:15pm Friday 26 April connect with Qantas flight QF296 Bkk to Sydney. On Sunday 14 April at 5am flights into Israel and Jordan were cancelled and airspaces closed on account of Iran's attack on Israel. Efforts to contact airlines to change flights failed - it was a Sunday and offices closed. I had to vacate my Rome hotel and booked other flights back to Sydney. Obviously if I could not fly into Tel Aviv or Jordan my flights out of Jordan were impossible. I made multiple efforts to contact my booking agent (Booking.com & their proxy GoToGate), Qantas and Royal Jordanian airlines. The airlines said I must contact my booking agent, the agent said I must contact the airlines. Several calls were made being bounced from one to the other. Eventually I was escalated for both airlines and advised by Jordanian Air that I was eligible for a full fare refund. Qantas Agency Connect Department also advised I would receive a full refund. These were communicated orally but I requested they be documented in their communication record with me. Monday 22 April GoToGate advised in writing that a refund would be made according to their and airline rules i.e. fees would apply. My travel insurance does not cover these events - they were due to war and there is an exclusion clause. OUTCOME SOUGHT: I have incurred significant additional costs flying from Rome to Sydney on the only available flights on Sunday 14 April (via Istanbul and Bkk). I purchased a flexible ticket because I anticipated there could be travel disruptions. I want a full refund of both flights. thank you and good luck.
Airline

Delayed

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Adrian

Adrian

December 7, 2023

Our flight from Singapore to Melbourne was initially scheduled to depart at 11.40pm on 1st Dec and was delayed for 2 hours subsequently. We were only informed of the delay in the evening when we were planning to leave for the airport. Upon a much longer wait, we were only allowed to board the plane at 1.30am and this in turn delayed the departing time once again. Couple of hours through the flight, we saw people queuing for toilets. There were no announcement of what had happened and we only heard from the passenger who were queuing infront of us that only one cubicle can be used. The queue continues throughout the journey and the longest queue can be seen when the plane is preparing for landing. And the food that was served to us seems worse than a budget airline. We were first serve a pie with juice and after a long time, we were only serve a small dense muffin with juice. I think a budget airline serves better food and this is really disappointing since I paid for international airline price tickets. When all were preparing for landing, there came an announcement from your stewardess saying most of the restrooms were clogged and only left with one that was functioning. And we were served with lesser food and drinks to prevent more people wanting to visit the restroom. I have never experience this with other airlines when there were so many passengers in a flight. This shows that no thorough checking was done prior to flying. And even after landing, we were once again delayed with the collection of baggage where we stood and sat around for an hour waiting for our luggages when other airlines passengers whom arrive later had collected and left. I approached your customer service counter and was told there were not enough staff on that day and nothing can be done except to wait. This is definitely the worst flight experience for me and my family, especially when we trusted the national carrier of Australia.
Airline

Cancellation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Edward

Edward

December 2, 2023

Flight cancelled, rebooked twice, seeking $100 compensation from qantas.
Our flight (2 people) from Sydney to Coffs Harbour at 8:20am this morning was cancelled. We were rebooked on the next flight at 9:35am. On the next flight, the plane turned around halfway and came back to Sydney. We have been rebooked on a new flight leaving at 1:30pm.
Airline

Refund discrepancy

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Alysia

Alysia

December 1, 2023

Qantas charged the customer the wrong amount for tickets purchased during a sale, causing inconvenience and loss of work.
Late Sunday afternoon 26/11/23 after researching for weeks we decided to make a large booking with our family for a trip to the USA. I spent nearly 15600 dollars with Qantas. Woke up Monday morning and realised that Qantas had dropped a massive sale - upon reading my ticket conditions it said I could cancel my ticket within 24 hours and be entitled to a full refund. I did as such and got all the emails to say cancelled and my refund was received by my bank ING although it was uncleared funds. I then transferred extra money in to purchase the fares again at the sale price. On my bank statement you could see the pending payment for the new fares. I then checked my bank account on Wednesday 29/11 to see if the money had finally cleared - which it had - BUT Qantas had then settled the fares of the transaction with the OLD fare that I had purchased - including the old ticket numbers and the pending amount for the cheaper amount had disappeared. I spoke with ING and QANTAS with very lengthy wait times. QANTAS advised that it was INGs fault for releasing the wrong amounts to QANTAS. ING advised that it was QANTAS fault for requesting the wrong electronic settlement be finalised. Going back to QANTAS to request they fix their error - and after another 5 hours on the phone - I was told by one representative that I would be getting a refund and would get an email to confirm as such within 30 minutes. After waiting 5 hours for the email I rang back and was told - no there is no refund coming - QANTAS haven’t taken any extra monies even though I have the evidence in my bank account that they have. I was then told that my account is settled for the new booking and that the amounts that have been taken will be reversed in 7-10 working days - even though ING told me no they wont as they are not pending anymore they are completed transactions. Long story short QANTAS have made me lose a day of work attempting to fix their error, told me that no there is no money coming back and also taken 2870 too much from my account for the tickets I purchased rightfully at a sale fare value. I want my money back in my account not sitting with QANTAS.
Airline

Incorrect payment deduction

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Asher

Asher

November 29, 2023

ADL-MEL-AUCK-WELL I have paid for a flight online - Qantas failed to deduct the correct amount. It was supposed to be $460 instead they deducated $162 Qantas Called me - said that the payment $460 bounced back and I was refunded. Incorrect. Now they will not honour the passage of my fair to my booked destination. They are saying I need to book the entire flight again at inflated prices. Or they can fly me to Auckland and I need to pay for my flight to Wellington because qantas does not fly Auckland to Wellington. They put me on a Jetstar flight which has been canceled and are telling me I need to pay for the connecting flight because it's with another carrier. They are trying to deceive me and shaping the conversation for me to pay for their series of mistakes.
Airline

Ff transfer delay

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Mary

Mary

November 21, 2023

Customer is complaining about qantas not transferring her mother's ff to her sister and lack of resolution.
2 weeks of waiting/calling respectively for Qantas to transfer my mothers ( lives in aged care) FF to my sister. Mother now resides in residential care, they have spoken to her. They then asked me to go down agn so they could speak to her n then did not even require her to speak. They have all relevant documentation, FF associated with bank details, pension no and EPA.Mum cannot recall her IPAD password hence we cannot answer the emails to her address she no longer uses …. There is no resolution pls advise,thanks Jane
Airline

Refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jeanna

Jeanna

November 21, 2023

Customer seeks refund and apology from qantas for a flight cancelled due to lockdown. frustration and stress due to lack of communication.
Back in August 2012, we were booked on flights to Darwin. On the Saturday 14/8/21, we went into total lockdown and we were to fly out on Monday 16/8/21.Obviously we could not go by no choice of our own but the airline insists that because the plane actually took off, then we cannot get a refund. Because we booked inadvertantly with e-Dreams, I have now been tooing and froing between both companies and neither wants to give me my money back. Qantas has since changed it's tune about refunds and agreed to pay, but insists we go through e-Dreams who now say they can't contact Qantas and it's up to me to pursue. Mind you, they have already taken their fee... I am normally a patient person, but the frustration and stress is beginning to take it's toll. Communication gets lost in translation, and when I ask questions, they claim they don't understand. Also,
Airline

refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Waeil

Waeil

October 4, 2023

Complaint about Qantas not refunding the full amount for a ticket
I purchased a ticket from Qantas. I contacted Qantas prior to purchasing alternative tickets and they promised me that I will be receiving a refund and they have lied to me about giving me my refunds I have in writing to check my bank account for the refund and I have only received the gst refund and not the rest of the money. I have hundreds of interactions about getting this sorted and they are not helping. They are ignoring my emails and requests. I need help
Airline

issue with Qantas

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Caitlin

Caitlin

September 22, 2023

Additionally would like to add I was having the same error with a previous flight for about a week (Sydney to Uluru on 16/10/2023 5FZEFL) but this now works and I have successfully linked. I am experiencing only the issue with the Mel - Launceston flight.

COMPLAINTS RESOLVED THROUGH AJUST

Live Campaign
Airline

Delayed

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Adrian
Delayed

Adrian

December 7, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Cancellation

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Edward
Cancellation

Edward

December 2, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Refund discrepancy

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Alysia
Refund discrepancy

Alysia

December 1, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Incorrect payment deduction

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Asher
Incorrect payment deduction

Asher

November 29, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Ff transfer delay

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Mary
Ff transfer delay

Mary

November 21, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Refund

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Jeanna
Refund

Jeanna

November 21, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

refund not received

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Waeil
refund not received

Waeil

October 4, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

issue with Qantas

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Caitlin
issue with Qantas

Caitlin

September 22, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Missing e-ticket after payment

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
Kay
Missing e-ticket after payment

Kay

September 21, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

Airline

Lost bags

I used Ajust to create a complaint. Fast, fair and free.
My complaint was closed by Ajust.
David
Lost bags

David

September 19, 2023

lightning bold icon

Resolved < 48 hrs

Check icon

Resolved < 1week

Resolved

how to raise a complaint with

Qantas

The best way to resolve an issue with 

Qantas

Quick Solutions
Prepared by
Qantas
WE SUGGEST

Whilst we always hope that our travel will go without a hitch, that’s unfortunately not always the case. Whether it's a flight delay, baggage mishandling, or an issue with booking, Ajust is here to simplify the complaint process so that you can get a resolution.

We understand it can be difficult to resolve a complaint with an airline. Big airlines like Qantas don't make it easy for customers to raise complaints. Customers can face long call waiting times and inadequate responses. There has also been criticism about the Airline Customer Advocate, which is meant to help consumers to resolve airline complaints. We explain your options for resolving complaints with Qantas and other airlines.

How to complain to

Qantas

Ajust’s platform will guide you through a simple process that ensures all the relevant information is sent to the right people at the airline so that they can resolve your complaint. Here are some steps to consider before getting started.

01
Describe the issue and how it affected you
Detail what went wrong, such as a flight delay or lost baggage. Be sure to help the airline understand the impact that the issue had on your travel plans.
02
Consider how you’d like the airline to resolve your complaint
Clearly explain the action you are requesting the airline to take to rectify the issue, whether it involves compensation, rebooking, or resolving baggage issues promptly.
03
Gather any materials that support your complaint
Adding files to your complaint can help to achieve a faster resolution. Some examples include booking confirmations, baggage claim receipts or any communication with the airline.
04
Fair and Free
Use Ajust to raise a complaint directly with
Qantas
Get started. Raise a complaint in 2 minutes. Fast and free
04
Fair and Free
Join our campaign to get
Qantas
to listen
Help us by adding your complaint to our campaign. The more people we have, the harder it is for them to ignore us!
How to contact
Qantas
Phone
13 13 13
Details missing. Help fill in the gaps.
Post
Qantas Customer Care, Qantas Airways Limited 10 Bourke Road, Mascot, NSW 2020
Details missing. Help fill in the gaps.
Online
https://www.qantas.com/au/en/support/contact-us/customer-care-feedback-form.html
Details missing. Help fill in the gaps.
In person
Details missing. Help fill in the gaps.
Complaint Policy
Details missing. Help fill in the gaps.
get heard, get a resolution

Resolving issues with Ajust

Ajust makes complaints easy for consumers and businesses. Our platform resolves complaints in three easy steps!

How Ajust works, user shares their story

Tell your story

You’ve experienced an issue with a business and you want a resolution. Ajust asks the right questions about what happened, so your story gets heard. It only takes a few minutes.

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

Submit your complaint

Ajust uses your story to automatically create a complaint. We send your complaint with the right details, to the right place – so you get the right outcome.

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you escalate your complaint to the ombudsman or switch to a new provider.

Get your resolution

The business responds to your complaint to offer a resolution. If you’re not happy, Ajust helps you explore other options for an outcome.

FAQs

You can also learn more about Ajust here.

Who can use Ajust?

Ajust can be used by any Australian consumer to resolve complaints with any Australian businesses.

How much does it cost?

Nothing! It's free for consumers to use Ajust. Consumers can upgrade to a paid version of our platform if they need to take more action or want to get faster results.

How does Ajust make money?

Consumers and businesses can pay Ajust for extra support to resolve complaints.

Is Ajust independent?

Ajust is an independent business that operates separately from the businesses listed on our website. Our priority is helping consumers resolve their complaints, because we believe that is good for consumers and good for businesses. Ajust is also separate from government, ombudsmen and regulators.

Is it better to complain through Ajust?

Much better! Ajust makes the process easy for you by collecting the right information, sending your complaint to the right place, following up with the business and much more. And it's free for consumers to get started.

Others are resolving complaints with Ajust

Get a resolution for your complaint

We take the effort out of making a complaint. It's fast, fair and free for consumers.

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