Need to contact Qantas and make sure they reply?
Qantas customer support overview
Qantas, Australia’s flagship full-service airline, offers 24/7 phone support across Australia and globally. In Australia, the primary number is 13 13 13, with a dedicated Frequent Flyer line at 13 11 31. Qantas also supports customers through its website, the Qantas App, and airport service desks. While live chat is limited compared to low-cost carriers, online self-service tools like “Manage Booking” and travel credit portals make it easier to handle common needs.
Qantas has traditionally maintained a premium reputation for service, though recent years saw challenges like long hold times and service hiccups. The airline has taken steps to recover, hiring more support staff and improving tools. For complex issues, Qantas’s Customer Care team handles formal feedback via an online form. The brand still offers personalized service and responsive resolutions, especially for premium and loyal customers.
Common Qantas customer issues and complaints
While Qantas delivers premium service for many, common complaints include:
- Extremely long phone wait times (especially during and after COVID disruptions).
- Cancellations and travel credit confusion.
- Delays in refunds or difficulty accessing them.
- Mishandled baggage and poor communication around delivery.
- Limited availability for Frequent Flyer redemptions.
- Poor communication during disruptions.
- Occasional staff rudeness or inconsistent service quality.
Qantas has acknowledged these issues and is actively improving response times and reliability. Many travellers still praise the airline’s recovery approach and eventual compensation when things go wrong.
How to contact Qantas customer support
Here’s how to reach Qantas:
- Phone (24/7): Call 13 13 13 in Australia. For Frequent Flyers, use 13 11 31. International contact numbers are listed on the Qantas website.
- Manage Booking (Self-Service): Use the website or app to change flights, request refunds, or redeem travel credits.
- Customer Care Feedback Form: Submit complaints or compliments online via the Qantas Customer Care form for a written response and case number.
- Social Media: DM @Qantas on Twitter or Facebook for support escalation.
- Qantas App: Use the Help section for case tracking or to submit feedback.
- Airport Desks and Qantas Offices: Visit in-person for urgent help or ticket changes.
- Frequent Flyer Service: Email or call for loyalty program help; premium members receive priority support.
Always keep your booking reference, flight details, and supporting documents handy when contacting support.
Qantas key customer policies: refunds, returns, cancellations and more
Qantas policies are designed for flexibility and fairness:
- Refunds & Cancellations: Flexible fares can be refunded or changed for low/no fees. Sale fares may not be refundable. Refunds due to Qantas cancellations must be honoured.
- Disruption Compensation: If Qantas causes a delay or cancellation, they offer rebooking, accommodation, or refunds. You can claim costs under consumer law if the delay is their fault.
- Baggage Claims: Lost or delayed baggage is covered by compensation and reimbursement policies. Always file a report and keep receipts.
- Frequent Flyer Adjustments: Points errors or redemption problems can be corrected by contacting the Frequent Flyer team.
- Special Assistance: Accessible travel is supported via dedicated contact teams and services.
- Customer Care Escalations: You can escalate issues via follow-up emails or to the Airline Customer Advocate if Qantas doesn’t resolve your concern.
Review your fare rules when booking and use written channels to enforce your rights if needed.
Qantas complaints submitted through Ajust
I lost my Nintendo Switch on a Qantas flight and have tried everything to get a response. I called, emailed, and waited on hold for hours, but still no word. It’s not just about the item - it’s the silence that’s really upsetting. I expected better care, especially flying business. - Jake
We needed accessible seating for an international flight, but Qantas told us upgrades could only be done at check-in. That left us in limbo - not ideal for someone travelling with a disability and an elderly partner. I just wanted a clear answer and some certainty. - Barbara
My refund was approved in writing months ago after Qantas downgraded our seats. They even promised over the phone it would be paid in 7 days. Since then? Nothing but closed complaints and new promises that never eventuate. It feels like no one’s listening. - Joanne
Recent experiences with Qantas customer service
Positive: A delayed LAX–Sydney flight resulted in hotel vouchers, meal reimbursements, and 10,000 bonus points as a goodwill gesture. Another traveller received a $100 voucher for a broken TV screen in their seat, reported via the feedback form.
Negative: After a mechanical delay, hundreds were stranded in Dallas without updates or accommodation for hours. Qantas later apologised, but many passengers felt communication was poor and staff were unavailable.
Positive: A nervous flyer received handwritten encouragement from a flight attendant. Another elderly couple had their rebooking handled patiently by a support agent, including fare waivers and special assistance.
Official Qantas Customer Service Links & Contact Information
- Phone Numbers:
- Australia: 13 13 13 (24/7)
- Frequent Flyer: 13 11 31
- USA: +1 800 227 4500
- UK: +44 207 616 9933
- NZ: 0800 808 767
- Australia: 13 13 13 (24/7)
- Qantas Contact Page: Qantas Contact Us
- Customer Care Form: Submit at Qantas Customer Care
- Manage Booking: Qantas Manage Booking
- Flight Credit Tool: Qantas Travel Credit
- Compensation Policy: Refunds and Compensation
- Baggage Help: Qantas Baggage Support
- Airline Customer Advocate: AirlineCustomerAdvocate.com.au
Always record your communication and case numbers for tracking and escalation.
Qantas Contact FAQs
What’s the fastest way to speak to a real person at Qantas?
The fastest way to speak to a real Qantas agent is by calling 13 13 13 in Australia, available 24/7. Frequent Flyers should use 13 11 31 for priority support. While hold times can be long, calling during off-peak hours (early morning or late night) improves your chances. Always have your booking reference ready to save time.
How do I get a refund or compensation from Qantas?
To claim a Qantas refund or compensation, use the "Manage Booking" tool or submit the Customer Care form online. If your flight was cancelled or delayed due to Qantas, you're entitled to rebooking or refunds under Australian consumer law. Keep records, receipts, and escalate if needed, especially for costs like accommodation or baggage losses.
Why is my Qantas refund or travel credit taking so long?
Delays in Qantas refunds and travel credits often stem from backlog or missing documentation. Make sure you’ve submitted all required forms and check your status through the Qantas App. If unresolved, escalate through the Customer Care form or via social media. Persistence matters-especially for complex cases.
What can I do if Qantas customer service doesn’t resolve my issue?
If Qantas doesn't resolve your issue, escalate it via their Customer Care form, then to the Airline Customer Advocate. Include your case number and communication history. For ongoing delays or silence, Ajust helps push your case forward, cutting through wait times and getting real outcomes faster.
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