Tried to complain to

Flybuys

but got ignored? We’ll help you escalate it.

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 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.