How to complain to

Qantas

and get real results

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
    

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
    

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