Our complaints process
Find out about our complaints process, including what to do and what to expect.
If you're not satisfied with our service or product or you think there’s something we can improve at Qantas, it’s important we receive your feedback to improve the experience. We'll take your complaint seriously and work with you to find a solution. If your complaint relates to Qantas Frequent Flyer, Qantas Freight or Jetstar please contact the relevant team for assistance.
How to make a complaint
To submit a complaint, use our Customer Care form. Please provide as much information as to assist our investigation, including:
- Your name, contact details and booking reference (if relevant),
- Your Qantas Frequent Flyer membership number (if available),
- What your complaint is about, what went wrong and what you’d like us to do to assist you, and
- Any supporting documentation.
What happens next?
Once you’ve submitted your complaint via our Customer Care form, here's what you can expect:
You'll receive an acknowledgement
A case reference number will be sent to the email address you provided. If you haven't received your email, please check your Spam or Junk email folder.
Your complaint will be investigated
Our Customer Care team will assess the information provided and work to offer a resolution as quickly as possible. We'll let you know if your complaint is more complex and requires more time.
You'll have your complaint resolved
Based on your circumstances, our team will provide information on what your rights and options are as we work to find an outcome.
If you're a Qantas Frequent Flyer member, you can conveniently track your customer care case via the request tracker in the Qantas app via 'Track my cases' located in Help and Support.
If you want your complaint investigated further
If you’re not satisfied with the outcome after your case has been closed, you can reply to your most recent email from Qantas Customer Care that you would like your outcome reviewed.
Following this review, if you feel we haven’t been able to resolve an issue in the way you’d like, you’re able to contact an independent service like the Australian Airline Customer Advocate.
Other complaints
The Qantas Customer Care form allows you to make a complaint relating to your experience with Qantas. For other parts of the Qantas Group please contact:
Qantas Frequent Flyer
Feedback regarding membership, Qantas Points or Status Credits.