Need to contact

Flybuys

and make sure they reply?

Flybuys, one of Australia’s largest loyalty programs, provides customer support primarily via phone and their online Help Centre. You can reach their dedicated support line at 13 11 16 (Mon–Fri, 9am–7pm AEST) for account issues, missing points, or ordering replacement cards. Flybuys also offers an extensive FAQ section and a convenient online enquiry form, typically responding within 2–3 business days via email.

Although widely used and generally reliable when everything runs smoothly, Flybuys customer support has received criticism for long wait times and sometimes scripted, impersonal service. The outsourced call centre can lead to inconsistent experiences. Still, self-service options like their Help Centre and FAQ pages empower customers to resolve common issues independently, provided you have patience navigating their processes.

Flybuys customers commonly encounter these key frustrations:

• Missing Points & Bonus Offers: Customers frequently complain about bonus points not crediting correctly after promotions or forgetting to swipe their cards. Rectifying this often requires extensive follow-ups and proof of purchase.
  
  
• Account Access & Technical Issues: Users frequently face login difficulties, account lockouts, and app errors. Resolving these issues can be complicated by repetitive customer service interactions and excessive verification requests.
  
  
• Rewards Redemption Problems: Issues include delays in receiving rewards, faulty merchandise, and cumbersome return processes. Users report difficulties getting timely assistance for defective or delayed rewards.
  
  
• Poor Customer Service Interactions: Customers regularly describe service agents as unhelpful, robotic, or rude. Interactions often lack continuity, forcing customers to repeatedly explain their issues.
  
  
• Program Structure Concerns: Some members express frustration with the loyalty program’s rules, like points expiring after 12 months of inactivity, and dissatisfaction with frequent promotional emails, questioning the overall value of the program.
  
  

Overall, when Flybuys works smoothly, customers appreciate easy savings and rewards, but when issues arise, customer service can amplify frustration significantly.

Flybuys offers several options to reach their support team effectively:

1. Call the Flybuys Service Centre

• Dial 13 11 16 (Mon–Fri, 9am–7pm AEST).
  
  
• Prepare your 16-digit Flybuys card number and personal details (name, address, DOB).
  
  
• Expect potential wait times during peak hours; calling right after 9am may reduce waiting.
  
  

2. Submit an Online Enquiry

• Visit help.flybuys.com.au and click “Submit a request”.
  
  
• Clearly select your issue type (missing points, account issues), and include detailed information.
  
  
• Expect an email response within 2–3 business days. Check your inbox and junk folder.
  
  

3. Email (Alternative Method)

• Direct email addresses aren’t publicly advertised, online forms generate email responses.
  
  
• Continue communication through replies to support emails received from Flybuys.
  
  

4. National Relay Service (NRS)

• If hearing or speech impaired, contact Flybuys via the National Relay Service at 13 11 16.
  
  

5. Social Media and Alternatives

• Publicly posting on Flybuys’ Facebook or Twitter may prompt responses, but they avoid handling personal account issues via social media for privacy reasons.
  
  

6. In-Store Help (Limited)

• Coles staff can provide temporary Flybuys cards or help link new cards. Detailed account issues are directed to Flybuys support directly.
  
  

Tip: Always have your Flybuys card number handy and keep receipts if claiming missing points. Record the name and details of each support interaction for easy follow-ups.

Flybuys customer policies include:

• Earning Points & Expiration: Points never expire if you earn or redeem at least once every 12 months. Points are permanently lost after 12 months of total inactivity.
  
  
• Missing Points Policy: Points can typically be manually credited if claimed promptly with transaction proof. Contact support with receipt details as soon as possible.
  
  
• Combining Accounts / Family Members: Multiple household cards can merge into one Flybuys account free of charge, pooling points efficiently.
  
  
• Rewards Redemption Policy: Redemptions for Flybuys Dollars, gift cards, or merchandise are typically final unless items are faulty. Faulty products qualify for replacements or refunds (points credit back).
  
  
• Card Replacement: Lost or damaged cards can be replaced at no cost. Replacement cards keep existing point balances intact.
  
  
• Privacy & Security: Flybuys strictly verifies identity for account changes and adheres to Australian data privacy laws.
  
  
• Complaints Escalation: Serious complaints or unresolved issues can escalate to supervisors or specialised teams, or through formal complaints to Coles/Wesfarmers. Australian Consumer Law protections also apply.
  
  

For best outcomes, reference these policies clearly during support interactions.