Had an issue with Flybuys? Get a real response.
How to submit a complaint with Flybuys
Flybuys makes it simple to lodge your complaint. Here are your best options:
- By Phone:
Call the Flybuys Service Centre at 13 11 16 (Mon–Fri, 9am–7pm AEST). Have your Flybuys member number handy. - Online Resolution Form:
Complete the Flybuys Resolution Form to escalate unresolved issues directly to their dedicated Resolutions team. - Live Chat:
Chat live with a support agent via the Flybuys Help Centre (Mon–Fri, 9am–7pm AEST). - By Email:
Send detailed complaints to memberhelp@flybuys.com.au. Include your member number and any supporting documents or screenshots. - In-Store Assistance:
For issues related to store purchases or promotions, speak with staff at participating partner stores (e.g., Coles, Kmart).
Tip: Always record reference numbers, names, and dates to streamline any follow-up.
Flybuys follows a clear, structured approach to resolving your complaints:
- Acknowledgment & Case Creation:
You’ll receive confirmation and a reference number via email or phone. - Dedicated Resolution Team:
Complex cases are escalated to Flybuys' specialist Resolutions Team for detailed investigation, typically responding within 2 business days. - Ongoing Communication:
Flybuys keeps you informed through emails or calls, particularly if your issue needs detailed investigation or partner coordination. - Resolution Outcomes:
Depending on your complaint, solutions can include manual points adjustments, reward replacements/refunds, technical fixes, or apologies and goodwill gestures. - Timelines:
Most complaints are resolved within a few days; complex issues might take longer, but Flybuys aims to provide regular updates. - Right to Further Review:
If unsatisfied with the initial resolution, you can request further internal escalation for review by a senior staff member.
Flybuys strives to handle complaints transparently and fairly, ensuring clear communication and efficient resolutions.
Common complaints against Flybuys
Common issues customers frequently encounter with Flybuys include:
- Missing Points or Uncredited Offers: Points not credited after activating promotions or shopping at partner stores.
Tip: Keep your receipts and promptly submit claims via phone or online form. - Difficulty Redeeming Rewards: Delays or receiving faulty products when redeeming points for rewards or gift cards.
Tip: Report defective rewards immediately (within 4 weeks) to Flybuys support for replacements or refunds. - Account Access & Technical Issues: Problems logging in, account errors, or app glitches.
Tip: Attempt a password reset; if unresolved, contact Flybuys directly for technical assistance. - Customer Service Experiences: Inconsistent support quality or issues with communication.
Tip: Politely request escalation to a supervisor if your initial contact doesn’t resolve your issue satisfactorily. - Points Expiry Concerns: Misunderstandings regarding points expiration or balance changes.
Tip: Regularly monitor your account and swiftly contact Flybuys support if discrepancies arise.
Being aware of these common issues helps you handle potential problems swiftly and effectively.
Flybuys complaints submitted through Ajust
I followed a Flybuys offer for a 10% discount, but when I shopped on the first eligible day the discount didn’t apply. The store said the activation took 24 hours even though the email didn’t mention that, so I ended up paying extra. It felt unfair having to chase clarity that should have been there from the start. - Geoffrey
I completed every week of Flybuys’ four-week shop and should have earned 20,000 points, but only 10,000 showed up. After spending over a thousand dollars and dealing with missing items, it was disappointing to see the points fall short. I just wanted Flybuys to fix the allocation properly. - Michael
I redeemed credits for two SMEG knives, but Flybuys deducted enough points for three. The mistake blocked me from redeeming anything else, and customer service wouldn’t return the missing points. It was frustrating watching an error stop me from using my rewards the way I should have been able to. - Craig
I transferred my Flybuys points to activate a One Pass membership but the system pushed me toward a paid trial instead, and my points never came back. Support told me they’d be reinstated, but nothing happened. It left me feeling let down after being a long-time Flybuys member. - Phyllis
How other consumers Flybuys complaints got resolved
Missing Promotional Points – Resolved After Escalation
Issue: Customer missing 20,000 points from a Coles Flypay transaction.
Resolution: Persistent follow-ups and escalation threats led Flybuys to manually credit points.
Instant Resolution of Missing Points
Issue: Points were missing from a recent purchase.
Resolution: A single call to Flybuys support quickly rectified the issue, immediately crediting the points.
Faulty Reward Product – Replacement Provided
Issue: Customer received a defective reward item redeemed with points.
Resolution: After some communication delays, Flybuys arranged a product replacement.
If initial resolution is unsatisfactory, follow these escalation steps:
- Internal Supervisor Review:
Request a supervisor or senior agent to review your unresolved complaint. - Formal Resolution Form Submission:
Use the Flybuys Resolution Form for official escalation, prompting senior attention. - Corporate Office Contact:
Write formally to Flybuys' corporate office: Loyalty Pacific Pty Ltd., PO Box 12125, A'Beckett Street, Melbourne VIC 8006, clearly detailing your unresolved complaint. - Social Media Escalation:
Publicly message Flybuys through official social channels (Facebook, Instagram) for visibility and prompt attention. - Prepare for External Escalation:
Notify Flybuys of your intent to escalate externally (e.g., ACCC or Fair Trading) if unresolved, which often expedites resolution.
Always document interactions thoroughly for successful escalation.
If Flybuys fails to resolve your complaint satisfactorily, you can seek external help:
- Australian Competition & Consumer Commission (ACCC):
Report misleading conduct or unresolved consumer rights issues via ACCC’s online form. Helps monitor and investigate systemic issues. - State Consumer Protection Agencies (Fair Trading):
Lodge unresolved complaints involving faulty rewards or services with your state’s consumer protection body (e.g., NSW Fair Trading, Consumer Affairs Victoria). - Office of the Australian Information Commissioner (OAIC):
File privacy-related complaints if Flybuys mishandles your personal information via OAIC’s complaint form.
Using external resources ensures Flybuys remains accountable under Australian consumer law and privacy standards.
- Flybuys Resolution Form (Online Complaint Submission)
- Phone Support: 13 11 16 (Mon–Fri, 9am–7pm AEST)
- Email Support: memberhelp@flybuys.com.au
- Flybuys Privacy Policy (Complaints Section)
- ACCC – Report a Consumer Issue
- OAIC – Privacy Complaint Form
- State Consumer Protection Agencies (search “[Your State] Consumer Complaint”)
- Coles Customer Care (Flybuys Partner Issues)
- Social Media: Flybuys Facebook and Flybuys Instagram
Flybuys Complaints FAQs
How long does Flybuys usually take to resolve a complaint?
Flybuys typically resolves most complaints within a few days. More complex issues may take longer because they often require partner coordination or investigation. Once your case is created, Flybuys provides updates by phone or email so you’re not left guessing. If delays stretch out or communication stops, you can request an internal escalation to speed things up and regain control of the process.
What should I include in my Flybuys complaint to get a faster resolution?
Include your Flybuys member number, a clear description of the issue, and any receipts or screenshots. This gives Flybuys the information they need to verify your claim quickly. Submitting all details upfront helps avoid back-and-forth, especially for missing points, faulty rewards or account access issues. Keeping a record of dates, names and reference numbers also helps if you need to escalate later.
How do I escalate a Flybuys complaint if support isn’t helping?
If your issue isn’t progressing, ask for a supervisor or submit the official Flybuys Resolution Form. These channels trigger a more senior review and usually speed up action. You can also write to the corporate office or raise visibility on social media. If the matter still isn’t resolved, state consumer agencies or the ACCC can review issues involving faulty rewards, unfair treatment or privacy concerns.
What external bodies can help if Flybuys won’t fix my issue?
You can contact the ACCC for misleading conduct concerns, your state consumer agency for faulty rewards or service issues, or the OAIC for privacy problems. These bodies don’t replace Flybuys’ internal process, but they hold brands accountable when issues drag on. Using an external avenue is often a last resort, but it can prompt quicker action if your complaint has stalled.
You’ve done your part, now it’s time to hold Flybuys accountable.
Take the final step and submit a complaint that gets seen and responded to.