Had an issue with
Qantas
? Get a real response.

Ajust helps you send a clear complaint to
Qantas
that actually gets through. No dead ends, just action.

Send my complaint
80% Success
30X Faster
2X Better Results
Edited by:
Ajust Content Team
Last updated:
August 12, 2025
AI-sourced. Human-edited. Made clear for you.

How to submit a complaint with
Qantas
 

Qantas offers multiple ways to lodge a complaint quickly and officially:

  • 📝 Online Form (Best Option)
    • Head to Qantas's Contact Us page and select “Customer Care Feedback/Complaint Form”

    • Fill in your details, flight info, and clearly explain the issue

    • Upload any relevant documents (e.g. e-tickets, photos, receipts)

    • Receive a case reference number by email

  • 📞 Call Qantas Customer Service
    • Dial 13 13 13 (Australia) – available 24/7

    • Ask to lodge a complaint; agent may resolve it or create a case file

  • 📱 Qantas App
    • Frequent Flyers can access “Help and Support” in-app

    • Useful for tracking existing complaints and submitting new ones

  • 🧍 In-Person at the Airport
    • Speak to Qantas staff or a service desk agent

    • They may log the issue or direct you to the formal process

  • 💬 Social Media (Use if stuck)

    • Message @Qantas on Twitter or Facebook

    • Keep it polite and include your booking details

What happens after you submit a complaint to Qantas?

Here’s what to expect after lodging your complaint:

  • 📩 Acknowledgement
    • Qantas sends an email confirmation with a case number (keep this handy).

  • 🕵️ Investigation
    • A Case Manager reviews your complaint.

    • They may access flight logs, internal reports, or request more info.

  • ✅ Resolution

    • Could include refunds, frequent flyer points, vouchers, or an apology

    • Outcomes align with Qantas policy and Australian consumer law

  • 📬 Communication
    • Most updates come via email. Urgent cases may get a phone call

    • Frequent Flyers can track status in the Qantas App

  • ⏱ Response Time
    • Aim is within 15 business days, but delays may happen during peak times

    • If urgent (e.g. travel disruption), flag it for prioritisation

  • 🔁 Follow-up & Review
    • Not satisfied? You can request an internal review by replying to Qantas’s response

Common complaints against
Qantas

These are the top issues Qantas customers commonly raise:

  • ✈️ Flight Cancellations
    • Short-notice cancellations, poor rebooking options, or refund struggles

  • ⏳ Delays & Misconnections
    • Delays causing missed flights, with limited support or compensation

  • 💳 Refunds & Travel Credits
    • Trouble redeeming credits, long refund wait times, poor process transparency

  • ☎️ Customer Service Problems
    • Long wait times, dropped calls, or agents who can’t resolve issues

  • 🧳 Baggage Mishandling
    • Lost or delayed bags, inadequate compensation, and slow responses

  • 🛫 Frequent Flyer Issues
    • Missing points, hard-to-use rewards, or sudden changes to the program

  • 🍽️ Onboard Complaints
    • Poor inflight meals, broken seat features, or rude service

  • 💰 Unexpected Fees
    • Surprise surcharges, seat change fees, or unclear pricing

Complaints submitted through Ajust

I lost my Nintendo Switch on a Qantas flight and tried every channel to get it back. Long hold times, no updates, no resolution. For something with real sentimental value, I just wanted to be taken seriously. - Jake

We booked extra legroom seats as a family, but I was separated and treated like a fraud by staff who refused to acknowledge our printed proof. The public humiliation and lack of care were appalling. - Beatrice

Qantas cancelled my flight last-minute, which made me miss my connecting business class flight with BA. I had to pay for a new economy ticket home, and Qantas hasn’t taken responsibility despite repeated follow-ups. - Nicholas

I paid thousands for international flights just before a Qantas sale. I followed their policy to cancel within 24 hours for a full refund and rebook. But they charged me the higher price anyway, and then denied it. - Alysia

How other consumers
Qantas
 complaints got resolved

📌 Lengthy Refund (6 months)

  • Issue: Cancelled flight, no refund after 10 calls

  • Resolution: Full refund + apology

  • Tip: Document every contact, and don’t give up

📌 Lost Baggage Compensation

  • Issue: Bag worth $4,000 lost, offered $2,500

  • Resolution: Negotiated to $3,500 + 5,000 FF points
    ‍
  • Tip: Provide receipts and escalate politely

📌 Service Fail Turnaround

  • Issue: Cancelled flight, bad airport service, no hotel

  • Resolution: $500 voucher + FF tier credit + apology

  • Tip: Detail everything and be firm (but respectful) if resolution feels light

How to escalate a complaint with Qantas

Still not satisfied? Escalation paths include:

  1. 📨 Request an Internal Review
    • Reply to your case email and ask for a manager to review the outcome

  2. 🧑‍⚖️ Qantas Customer Advocate (internal ombudsman)

    • Mention it in your follow-up if your case needs further escalation

  3. 🔁 Airline Customer Advocate (ACA)
    • After 30 days or unsatisfactory resolution, escalate at airlinecustomeradvocate.com.au

  4. ⚖️ ACCC or State Fair Trading
    • Use for breaches of consumer law or refusal of fair refunds

  5. ✈️ CASA or ATSB
    • Lodge safety-related complaints with aviation authorities

  6. 📢 Media or Social Media Escalation
    • A calm public post or contacting a journalist can fast-track resolution

  7. ⚖️ Legal Options
    • For major financial or legal harm, consider legal advice or small claims

Regulatory & Ombudsman Information for Qantas

Here’s who can help if Qantas doesn’t:

  • ✅ Airline Customer Advocate (ACA) – Mediate if Qantas won’t resolve

  • ⚖️ ACCC – Report systemic issues or breaches of consumer law

  • 🏛 State Fair Trading – For unresolved refund or service disputes

  • ✈️ ATSB/CASA – Safety-related reporting only

  • 💳 AFCA – For financial product issues (e.g. Qantas cards/insurance)

  • 🧑‍🦽 Human Rights Commission – If discrimination or accessibility is involved

  • 🗣 CHOICE – Independent consumer advocacy and complaints spotlighting

Official Qantas Complaint Resources & Links

Qantas
Complaints FAQs

What’s the fastest way to submit a complaint to Qantas?

The fastest and most effective way to complain to Qantas is through their online Customer Care Feedback Form. You’ll receive a case number by email and can upload documents to support your issue. This method creates a formal trail and often gets quicker responses than social media or phone calls. If you're stuck, use the Qantas App to track or escalate your case.

How long does Qantas take to respond to complaints?

Qantas aims to respond within 15 business days, but delays can occur during peak travel times. You’ll get an email confirmation with your case number shortly after submitting. For urgent issues like cancelled flights or lost baggage, flag them as priority to increase your chance of a faster reply.

What can I do if Qantas ignores my complaint or I’m not satisfied?

If Qantas doesn’t resolve your complaint, ask for an internal review or contact the Airline Customer Advocate after 30 days. You can also escalate to the ACCC or Fair Trading for refund issues, or CASA/ATSB for safety concerns. If needed, public posts or legal advice may help push your case further.

What documents should I include in a Qantas complaint?

Always include your booking details, receipts, photos, or any emails related to the issue when submitting a Qantas complaint. These boost your case and speed up resolution by giving the Case Manager a full picture. For baggage claims or refund disputes, proof of value or prior contact attempts is especially helpful.

You’ve done your part, now it’s time to hold
Qantas
accountable.

Take the final step and submit a complaint that gets seen and responded to.

File your complaint now