How to file a complaint and get quick results from Qantas


How to complain to Qantas and get real results
We’ll help you file a complaint with Qantas and push for a real response.
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
- Head to Qantas's Contact Us page and select “Customer Care Feedback/Complaint Form”
- 📞 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
- Dial 13 13 13 (Australia) – available 24/7
- 📱 Qantas App
- Frequent Flyers can access “Help and Support” in-app
- Useful for tracking existing complaints and submitting new ones
- Frequent Flyers can access “Help and Support” in-app
- 🧍 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
- Speak to Qantas staff or a service desk agent
- 💬 Social Media (Use if stuck)
- Message @Qantas on Twitter or Facebook
- Keep it polite and include your booking details
- Message @Qantas on Twitter or Facebook
Here’s what to expect after lodging your complaint:
- 📩 Acknowledgement
- Qantas sends an email confirmation with a case number (keep this handy).
- 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.
- A Case Manager reviews your complaint.
- ✅ Resolution
- Could include refunds, frequent flyer points, vouchers, or an apology
- Outcomes align with Qantas policy and Australian consumer law
- Could include refunds, frequent flyer points, vouchers, or an apology
- 📬 Communication
- Most updates come via email. Urgent cases may get a phone call
- Frequent Flyers can track status in the Qantas App
- Most updates come via email. Urgent cases may get a phone call
- ⏱ 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
- Aim is within 15 business days, but delays may happen during peak times
- 🔁 Follow-up & Review
- Not satisfied? You can request an internal review by replying to Qantas’s response
- 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
- Short-notice cancellations, poor rebooking options, or refund struggles
- ⏳ Delays & Misconnections
- Delays causing missed flights, with limited support or compensation
- Delays causing missed flights, with limited support or compensation
- 💳 Refunds & Travel Credits
- Trouble redeeming credits, long refund wait times, poor process transparency
- 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
- Long wait times, dropped calls, or agents who can’t resolve issues
- 🧳 Baggage Mishandling
- Lost or delayed bags, inadequate compensation, and slow responses
- Lost or delayed bags, inadequate compensation, and slow responses
- 🛫 Frequent Flyer Issues
- Missing points, hard-to-use rewards, or sudden changes to the program
- Missing points, hard-to-use rewards, or sudden changes to the program
- 🍽️ Onboard Complaints
- Poor inflight meals, broken seat features, or rude service
- Poor inflight meals, broken seat features, or rude service
- 💰 Unexpected Fees
- Surprise surcharges, seat change fees, or unclear pricing
- Surprise surcharges, seat change fees, or unclear pricing

Got an issue with Qantas? Send your complaint instantly!
Real Qantas complaints and how they were 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
Still not satisfied? Escalation paths include:
- 📨 Request an Internal Review
- Reply to your case email and ask for a manager to review the outcome
- Reply to your case email and ask for a manager to review the outcome
- 🧑⚖️ Qantas Customer Advocate (internal ombudsman)
- Mention it in your follow-up if your case needs further escalation
- Mention it in your follow-up if your case needs further escalation
- 🔁 Airline Customer Advocate (ACA)
- After 30 days or unsatisfactory resolution, escalate at airlinecustomeradvocate.com.au
- After 30 days or unsatisfactory resolution, escalate at airlinecustomeradvocate.com.au
- ⚖️ ACCC or State Fair Trading
- Use for breaches of consumer law or refusal of fair refunds
- Use for breaches of consumer law or refusal of fair refunds
- ✈️ CASA or ATSB
- Lodge safety-related complaints with aviation authorities
- Lodge safety-related complaints with aviation authorities
- 📢 Media or Social Media Escalation
- A calm public post or contacting a journalist can fast-track resolution
- A calm public post or contacting a journalist can fast-track resolution
- ⚖️ Legal Options
- For major financial or legal harm, consider legal advice or small claims
- For major financial or legal harm, consider legal advice or small claims

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
Need a Qantas resolution fast?
Submit your complaint with
Qantas
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