How to contact

Qantas

 customer support fast

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.

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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.

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 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.